Refund & Return Policy
Billing adjustments, refund eligibility, and equipment return
This Refund & Return Policy explains when InfoLink Limited may refund payments and when refunds are not available. By subscribing to InfoLink services, you agree to this policy together with our Terms & Conditions.
1. General principle
1.1 InfoLink Limited operates on prepaid/advance billing for most services. Except where expressly stated below, all payments are final and non-refundable.
1.2 InfoLink Limited accepts the minimum refund obligation required by law and this written policy only. We do not provide discretionary refunds outside these terms.
2. Refund when connection cannot be established (advance payment only)
2.1 The only standard refund case: If InfoLink Limited is unable to connect or activate your subscribed connection after receiving an advance payment for that connection, you may request a refund of the advance amount paid for the unconnected service.
2.2 Refund requests must be sent by email to [email protected] (copy [email protected] if needed) with your name, contact number, service address, payment reference/receipt, and connection request details.
2.3 Approved eligible refunds will be processed within seven (7) working days from the date we confirm in writing that the connection could not be established and your request is complete.
2.4 Refund, if approved, will be limited strictly to the advance amount attributable to the unconnected service. Bank charges, gateway fees, or third-party processing costs may be deducted where applicable.
2.5 InfoLink Limited shall have no liability beyond returning the eligible advance amount described in this section.
3. No MRC refund
3.1 Monthly Recurring Charges (MRC) and recurring package fees are non-refundable under all circumstances. This includes, without limitation:
• cancellation during an active billing cycle;
• unused days or unused data/volume after activation;
• speed or performance complaints after service is live;
• relocation, plan change, or voluntary disconnection;
• temporary suspension for non-payment or policy violation;
• dissatisfaction after successful activation.
3.2 Partial-month or pro-rata MRC refunds are not offered unless explicitly required by a specific written promotional offer signed by InfoLink Limited.
4. Non-refundable charges
The following are never refundable except where mandatory under Bangladesh law:
• one-time setup / installation charges (OTC);
• equipment deposit, rental, or purchase cost;
• site survey, cabling, or custom work charges;
• VAT or duties already remitted;
• promotional, discounted, or bundled amounts once claimed;
• late payment fees, reconnection fees, penalties, or third-party commissions.
5. Refund request process
5.1 Email your request to [email protected] with subject line: Refund Request — [Client ID or Phone].
5.2 We may verify coverage feasibility, payment records, and field survey/installation status before approving any refund.
5.3 Incomplete or fraudulent requests will be rejected without liability.
5.4 Approved refunds may be returned via the original payment channel or bank transfer at InfoLink Limited’s discretion.
6. Service cancellation
6.1 After a connection is activated, cancellation does not entitle you to any MRC or recurring fee refund.
6.2 Minimum service term, notice period, and early termination charges are governed by the Terms & Conditions.
6.3 Outstanding dues must be cleared before account closure or equipment collection.
7. Equipment return
7.1 On termination, the client must return all InfoLink Limited equipment (ONU, router, media converter, cables, and related items) in working condition unless otherwise agreed.
7.2 Missing, damaged, or unreturned equipment may be charged at replacement cost. No refund is due until equipment is returned or replacement charges are settled.
8. Chargebacks and disputes
8.1 Unauthorized chargebacks or payment disputes may result in immediate service suspension and recovery action.
8.2 InfoLink Limited’s internal decision on refund eligibility under this policy is final, subject only to rights that cannot be excluded under applicable law.
9. Limitation of liability
TO THE MAXIMUM EXTENT PERMITTED BY LAW, INFOLINK LIMITED SHALL HAVE ZERO LIABILITY FOR REFUND-RELATED CLAIMS EXCEPT FOR RETURN OF AN APPROVED ELIGIBLE ADVANCE PAYMENT UNDER SECTION 2. INFOLINK LIMITED SHALL NOT BE LIABLE FOR ANY INDIRECT, INCIDENTAL, SPECIAL, CONSEQUENTIAL, OR PUNITIVE DAMAGES, LOSS OF PROFIT, LOSS OF DATA, OR DELAYS CAUSED BY BANKS, PAYMENT GATEWAYS, INCOMPLETE CLIENT INFORMATION, OR THIRD-PARTY PROCESSORS.
10. Contact
Refund queries:
Email: [email protected]
Support: [email protected]
Phone: +8809610121121 / 16673
Address: 1,2 Hazi Gafur Avenue, Amulia Model Town, Demra, Dhaka-1360, Bangladesh.
Last Modified: June 2026