Cansly --- Refund Policy

This Refund Policy (hereinafter referred to as "Policy") forms an integral part of the Cansly Terms of Service and is incorporated therein by reference. By accessing, using, or purchasing through the Platform, Buyers expressly acknowledge and agree to be bound by this Refund Policy, the Terms of Service, the Buyer Policy, the Privacy & Cookie Policy, and the Prohibited Items & Services Policy, each of which is incorporated into this Policy in full. It is agreed and understood that agreements formed on Cansly shall be regarded as contract under Contract Act, 1872 and as such, Vendors and Buyers will have to discharge their responsibilities towards each other and Cansly in compliance with section 37 of Contract Act, 1872.

Scope and overview

1. This Policy governs the circumstances under which a Buyer may be eligible for a refund, the procedures applicable to refund requests, the manner in which refunds are calculated, and the circumstances under which refunds are unavailable.

2. Cansly operates a marketplace for the sale and purchase of Digital Products, which are generally delivered instantly upon completion of a transaction. Accordingly, all sales are final and non-refundable once an Order auto-completes or the Buyer confirms successful delivery of it, except as expressly provided in this Policy or where otherwise required by applicable law.

3. In the event of an approved refund, Cansly charges no refund fee of its own. Any approved refund shall be remitted only to the original payment method used to complete the relevant Order.

1. Twenty-Four hour buyer-protection window

1. Upon delivery or receipt of a digital product, a Twenty-Four (24) hour buyer protection period (hereinafter referred to as "Buyer Protection Window") shall commence. Subject to the terms of this Policy, the Buyer Protection Window shall constitute the sole period during which a Buyer may raise a dispute in relation to an Order and request a refund.

2. During the Buyer Protection Window, the Buyer may either (a) confirm that the Order has been delivered correctly and in accordance with the applicable product description, or (b) submit a dispute in accordance with the dispute procedures prescribed by Cansly. Upon the Buyer's confirmation of successful and satisfactory delivery, the Order shall be deemed completed and accepted by the Buyer, and no subsequent complaint, dispute, refund request, reversal, or claim relating to such Order shall be entertained, except where the Buyer establishes, to the reasonable satisfaction of Cansly, that the Vendor engaged in fraud, intentional misrepresentation, or other material misconduct. Any such claim shall be submitted to Cansly at legal@cansly.net, together with all supporting evidence

3. If the Buyer fails to confirm delivery or initiate a dispute before the expiration of the Buyer Protection Window, the Order shall automatically be deemed completed and payments shall be made to the Vendor which shall constitute final settlement of the Order. Thereafter, the Order shall be final, binding, and non-refundable, except where Cansly, in its sole discretion, initiates or reopens a review or dispute arising from suspected fraud, unlawful activity, or a material violation of any of the Policies. as detected by Cansly.

2. Eligibility for refund

3.1 A Buyer may be eligible for consideration of a refund only where any of the following conditions are satisfied:

a) the claim is submitted through the Platform's dispute resolution system within the Buyer Protection Window, or the refund arises pursuant to clause No. 12 (failed-delivery auto-refund), or a dispute is initiated by Cansly in connection with suspected fraud, unlawful activity, or a material violation of any of the policies of Cansly;

b) the claim is based on a valid dispute reason recognized by Cansly, such as (i) an invalid, expired, redeemed, or previously used digital code; (ii) delivery of a product materially different from the product purchased; (iii) non-receipt of the product despite the Order being marked as delivered; (iv) fraud, misrepresentation, or deceptive conduct by the Vendor; or (v) a payment processing error, including duplicate or multiple charges for the same Order; and

c) the Buyer provides adequate evidence under the Buyer Policy evidence standards and any additional information reasonably requested by Cansly

1. Eligibility for consideration of a refund shall not constitute an entitlement to a refund. All refund requests shall be reviewed and determined by Cansly in accordance with the Platform Policies, the evidence submitted by the parties, and any other information available to Cansly.

2. Cansly reserves the right, in its sole discretion, to approve, reject, partially approve, or otherwise resolve any refund request. Unless otherwise required by applicable law, Cansly's determination of any dispute, refund request, or related matter shall be final and binding upon the Buyer and the Vendor.

3. Full refund conditions

1. A buyer shall be entitled to the full refund in the event Cansly, in its sole discretion, determines that the refund was requested for genuine reasons and agrees to the Buyer's dispute in relation to (i) an invalid, expired, redeemed, or previously used digital code; (ii) delivery of a product materially different from the product purchased; (iii) non-receipt of the product despite the Order being marked as delivered; (iv) fraud, misrepresentation, or deceptive conduct by the Vendor; or (v) a payment processing error, including duplicate or multiple charges for the same Order.

2. In a full refund the Buyer receives the full Product price including the buyer platform fee. The Vendor receives nothing, and the refund is recorded against the Vendor's refund-rate metric.

3. Any refund in regard to the PSP/gateway processing fees are addressed in clause No. 9.

4. It is pertinent to mention that any refund for advance payment in the event the Product is not immediately available and the Vendor fails to deliver within 5 (Five) working days, shall be made through the same method by which the payment was made within a maximum of 10 (Ten) working days. The buyer shall be entitled with a full refund including the platform fees.

5. Partial refund conditions and calculation

1. Cansly may, in its sole discretion, grant a partial refund where a full refund is not warranted but Cansly determines that the Buyer has experienced a genuine loss or inconvenience by reason of the Product being partly usable, partly delivered, delivered late, or where fault cannot be clearly determined. Any partial refunds are calculated solely by reference to the purchase price of the Product. The buyer platform fee charged in connection with the Order shall be non-refundable and shall be retained by Cansly, as the Platform services shall be deemed to have been rendered.

2. Without limiting Cansly's discretion, a partial refund may be granted in the following circumstances:

a) Partially usable product: Product was delivered > but was only partially useable (by reason of being in the wrong > region, or requires a workaround to work), Cansly may refund upto > 50% (Fifty Percent) of the product price to the Buyer and the > Vendor shall receive 50% (Fifty Percent) minus any commission the > vendor was suppose to receive under Vendor Agreement and the > platform fee.

b) Delayed delivery: Where the Product has been > delivered late (manual fulfilment after delay, that is, the Vendor > did not deliver the Product within the delivery timeframe > specified in the Product listing), Cansly may award compensation > of up to 20% (Twenty Percent) of the Product price which shall > deducted from the Vendor along with the platform fee.

c) Partial delivery: Where only part of the Product > purchased was delivered (such as part of a bundle), the refund may > be calculated proportionately by reference to the undelivered > portion of the Product and the same along with platform fee will > be adjusted from the Vendor's payment.

d) Mutually agreed resolution: Where the Buyer and > Vendor reach a settlement through the Platform's dispute > resolution process, Cansly may implement the agreed refund amount, > provided that the settlement is confirmed in writing and approved > by Cansly

e) Fault cannot be determined: Where Cansly > determines that a genuine dispute exists but the available > evidence is insufficient to conclusively establish fault on the > part of either the Buyer or the Vendor, Cansly may allocate the > Product price between the parties in such proportions as it > considers fair and reasonable in the circumstances, including an > equal division of the Product price.

1. In the event of a partial refund, the Vendor shall be entitled to receive the remaining balance of the Product price after deduction of (a) the approved refund amount made to the Buyer, and (b) any commission, fees, charges, or other amounts payable by the Vendor to Cansly under the applicable Vendor Agreement.

2. Cansly's assessment, calculation, allocation, and determination of any partial refund shall, except where otherwise required by applicable law, be final and binding upon the Buyer and the Vendor

6. Non-refundable situations

1. Unless otherwise required by applicable law, no refund shall be available in any of the following circumstances:

a) the Buyer confirmed the successful delivery of the Order, or it auto-complete upon expiration of the Buyer Protection Window without any dispute being initiated;

b) the code/key/account was used, redeemed or partially consumed by the Buyer and then claiming it was invalid is fraud and may result in a permanent ban from the Platform;

c) the Buyer fails to provide sufficient evidence in support of the dispute, the dispute is determined to be founded on false or misleading evidence or the Vendor proves that the Product in dispute was valid;

d) the Buyer changed their mind after purchase, made a selection/custom-field mistake, or no longer wants the Product;

e) the Buyer Platform Fee on a completed Order or on a partial-refund outcome;

f) boost fees, Cansly Plus / Cansly Pro subscription fees, and withdrawal fees;

g) losses caused by the Buyer sharing the delivered code, account or credentials with a third party.

1. Fees for subscriptions are non-refundable, including unused time after cancellation, downgrade, suspension or termination, except otherwise required by applicable laws.

7. Refund method

1. Cansly does not operate, maintain, or provide any wallet, stored-value facility, account balance, credit system, or similar mechanism for holding funds on behalf of Buyers or Sellers. Accordingly, refunds shall not be issued in the form of platform credits, account balances, or any other stored value. Accordingly, approved refunds are returned to the original payment method only.

2. If the original method is closed or unable to receive the refund, the Buyer must provide the information the PSP requires. The Buyers shall provide such information by contacting Cansly Support. Cansly shall then collect the necessary information from the buyer and communication with the PSP on its behalf. Cansly is not responsible for delays or failures caused by the Buyer's payment method or by the PSP.

7. Refund processing time

1. 8.1 General Refund Timelines:

Any refund approved by Cansly shall be processed using the same payment method originally used to complete the relevant Order, unless otherwise required by applicable law or where such method is no longer available for reasons beyond Cansly's control.

1. The applicable refund processing period shall commence on the date on which Cansly formally approves the refund and shall not commence from the date on which a dispute, complaint, or refund request is submitted.

2. Refund processing periods shall exclude weekends, public holidays, bank holidays, government-declared holidays, service interruptions, system maintenance periods, and any delay arising from a force majeure event or circumstances beyond Cansly's reasonable control.

3. Cansly shall not be liable for any delay, failure, deduction, rejection, reversal, currency conversion adjustment, or other issue arising from the acts, omissions, policies, technical systems, or processing requirements of any bank, payment service provider, card issuer, mobile financial service provider, or other third party involved in the refund process.

9. Gateway fees on refunds

Cansly charges no refund fee of its own. If the PSP/gateway deducts a processing fee on a refund, that fee is borne by the Buyer and may be deducted from the refunded amount. Cansly neither absorbs nor adds any fee of its own.

10. Refunds through dispute resolution

1. Refunds are determined through Cansly's dispute process. After reviewing both parties' evidence, Cansly may either decide to fully refund, partially refund, replacement, force complete (Vendor wins), or no action.

2. Cansly's dispute decision is final and binding upon Buyer and Vendor. Where both parties' evidence is insufficient, Cansly defaults to a 50/50 partial-refund outcome. Cansly does not decide based on who filed first or wrote more.

3. Where a refund exceeds the Vendor's available balance, Cansly may recover it from the Vendor's current and future earnings and pursue the Vendor for any shortfall, as set out in the Vendor Policy.

11. Replacement instead of refund

Cansly may resolve a dispute by directing or accepting a replacement Product instead of a refund. A satisfactory replacement closes the dispute with no refund, and the Vendor's earnings are credited normally. Cansly may, at its discretion, prefer replacement over refund where it adequately remedies the issue.

12. Failed-delivery

1. Where automatic delivery fails because the Vendor's inventory or stock pool is empty, the Vendor or Cansly shall be afforded the fulfilment period prescribed under the Vendor Policy to complete delivery of the Product. If the Product remains undelivered upon expiry of such fulfilment period, the Order shall be deemed a failed delivery and Cansly may:

a) cancel the Order;

b) approve and initiate a full refund of the amount paid by the Buyer, including the Buyer Platform Fee;

c) withhold, reverse, or cancel any payment, earnings, commission, or other amount otherwise payable to the Vendor in relation to the affected Order; and

d) impose such warnings, penalties, restrictions, suspensions, or other enforcement measures against the Vendor as may be provided under the Vendor Policy or other Platform Policies

1. Where Cansly or the Vendor becomes aware that an Order cannot be fulfilled, the Buyer shall be notified as soon as reasonably practicable and, in any event, within 48 (Forty-Eight) hours of such determination.

2. Upon confirmation that an Order cannot be fulfilled, Cansly shall initiate the refund process within 72 (Seventy-Two) hours. The actual receipt of refunded funds by the Buyer shall remain subject to the processing timelines set out in clause No. 8 and the requirements of the relevant payment service provider, bank, card issuer, mobile financial service provider, or other third party involved in the payment process.

3. A refund issued pursuant to this Clause shall not require the Buyer to initiate a dispute or submit a refund request and shall be processed automatically upon confirmation of the failed delivery.

4. Refund abuse and consequences

1. The refund and dispute resolution mechanisms are provided to protect legitimate transactions and must not be used in a fraudulent, abusive, deceptive, or bad-faith manner. Without limitation, the following conduct may constitute a violation of this Policy and the Platform Policies:

a) submitting false, misleading, fabricated, inaccurate, incomplete, or unsupported claims, complaints, disputes, or evidence;

b) redeeming, activating, accessing, using, consuming, transferring, or otherwise benefiting from a Product and thereafter falsely claiming that the Product was invalid, defective, unusable, or not received;

c) engaging in a pattern of disputes, complaints, or refund requests that Cansly reasonably determines to be abusive, vexatious, frivolous, repetitive, or otherwise inconsistent with legitimate use of the Platform;

d) colluding with other users or third parties to obtain Products, refunds, credits, payments, benefits, or other advantages improperly; or

e) participating in refund fraud, account abuse, identity manipulation, payment abuse, or any other scheme designed to exploit, circumvent, or undermine the Platform's systems, policies, or security measures;

1. Where Cansly reasonably suspects or determines that a user has engaged in conduct prohibited under this Clause, Cansly may, in its sole discretion and without prejudice to any other rights or remedies, (a) reject, suspend, reverse, or recover any refund; (b) withhold, offset, or recover any amounts payable to the user; (c) restrict, suspend, or permanently terminate the user's account or access to any Platform features or services; (d) retain and preserve relevant records and evidence; (e) recover any losses, damages, costs, fees, or liabilities incurred by Cansly; and (f) report the matter to payment service providers, financial institutions, regulatory authorities, law enforcement agencies, or other competent authorities where appropriate or legally required.

2. Any determination made by Cansly under this clause shall be based on the information reasonably available to it at the relevant time and shall, except where otherwise required by applicable law, be final and binding

13. Contact for Refund Issues

Cansly Digital

1211/1/CHA/F, East Jurain, Faridabad, Kadamtali, Dhaka-1204, Bangladesh

Privacy / DPO / Legal notices: **legal@cansly.net**

Support: **support@cansly.net**

Phone: **+880 1601-400668**

If your complaint remains unresolved after our internal process, you may exercise any non-excludable statutory right, including escalation to the Directorate of National Consumer Rights Protection (DNCRP), Bangladesh.

*This Policy is the property of Cansly Digital. © Cansly Digital. All rights reserved.*