Refund & Cancellation Policy

1. Introduction

1.1 Purpose

This Refund & Cancellation Policy explains the terms and conditions under which IFAD Information & Technology Limited (iTracker) accepts returns, processes refunds, and handles cancellations for:

• GPS tracking devices (hardware)
• Monthly/annual subscription services
• Installation services
• Accessories and add-ons

1.2 Scope

This policy applies to:

• Individual customers (personal vehicle tracking)
• Corporate customers (fleet management)
• All purchases made through itracker.com.bd, authorized dealers, or direct sales

1.3 Agreement

By purchasing iTracker products or services, you agree to be bound by this Refund & Cancellation Policy in conjunction with our Terms & Conditions and Privacy Policy.

1.4 Consumer Rights

This policy complies with the Consumer Rights Protection Act 2009 of Bangladesh and does not limit your statutory rights as a consumer.

2. Device Return and Refund Policy

2.1 Return Window

IMPORTANT: GPS tracking devices can be returned under the following conditions:

Before Installation:

• Return Period: 7 days from the date of purchase
• Condition: Device must be unopened, unused, and in original packaging
• Refund: Full refund of device cost minus a 5% restocking fee

After Installation:

• GPS devices CANNOT be returned once installed in the vehicle
• Exception: Defective devices covered under warranty (see Section 9)

2.2 Eligibility for Device Returns

To qualify for a device return, ALL of the following must apply:

✓ Device was purchased within the last 7 days
✓ Device has NOT been installed in any vehicle
✓ Original packaging is intact and undamaged
✓ All accessories, manuals, and SIM card are included
✓ Device shows no signs of use, tampering, or damage
✓ Original purchase receipt or invoice is provided
✓ Return authorization has been obtained from iTracker customer support

2.3 Non-Returnable Devices

The following devices CANNOT be returned or refunded:

❌ Devices that have been installed in a vehicle
❌ Devices with broken seals or missing components
❌ Devices purchased more than 7 days ago
❌ Activated SIM cards (these are non-returnable)
❌ Devices showing signs of physical damage, water damage, or tampering
❌ Devices purchased during special promotions or clearance sales (unless defective)
❌ Customized or specially ordered devices

2.4 Restocking Fee

For eligible returns:

• A 5% restocking fee will be deducted from the refund amount
• This covers administrative costs, quality inspection, and repackaging
• Example: If device cost is BDT 10,000, refund will be BDT 9,500

Exception: No restocking fee if the return is due to our error or defective product.

3. Subscription Service Cancellation

3.1 Minimum Subscription Period

iTracker subscriptions have a minimum initial term of 12 months as per our Terms & Conditions.

You Cannot:

• Cancel the subscription before the initial 12-month period ends without penalty
• Receive a refund for the remaining subscription period (unless special circumstances apply)

3.2 Cancellation After Initial Term

After completing the minimum 12-month period:

• You may cancel at any time by providing 30 days’ written notice
• Notice must be given before the next annual renewal date
• Cancellation becomes effective at the end of the current paid subscription period

3.3 Auto-Renewal Cancellation

To prevent automatic renewal:

• Send written cancellation notice at least 30 days before your renewal date
• If notice is not provided, the subscription will automatically renew for another 12 months
• Once renewed, the new 12-month term applies

4. Refund Eligibility and Conditions

4.1 Refundable Items

Refunds may be provided in the following situations:

✅ Unopened Device Returns (Within 7 Days):

• Full refund minus 5% restocking fee

✅ Defective Devices (Within Warranty Period):

• Replacement device provided free of charge
• If replacement is not possible, full refund of device cost
• Subscription refund for the period service was unavailable (if exceeds 7 consecutive days)

✅ Service Cancellation by iTracker:

• If iTracker cancels your service due to regulatory reasons, system discontinuation, or other reasons beyond your control
• Prorated refund of unused subscription period

✅ Duplicate or Erroneous Payments:

• Full refund of the duplicate/excess amount

✅ Service Not Delivered:

• If installation is not completed within 15 days of scheduled date due to iTracker’s fault
• Full refund of advance payment

4.2 Partial Refunds

In certain situations, partial refunds may be granted:

• Device return with missing accessories (deduction for missing items)
• Damaged packaging (additional restocking fee may apply)
• Prorated subscription refunds (see Section 13)

5. Non-Refundable Items and Services

5.1 Absolutely Non-Refundable

The following are NOT eligible for refunds under any circumstances:

❌ Installed GPS Devices:

• Once installed, devices become part of the vehicle and cannot be returned

❌ Activated SIM Cards:

• SIM cards are activated upon installation and cannot be refunded or reused

❌ Used Subscription Services:

• Monthly/annual subscription fees for service already consumed

❌ Installation Fees:

• While installation is free for iTracker customers, if charged separately in special cases, it is non-refundable

❌ Setup and Activation Fees:

• One-time setup charges are non-refundable

❌ Customization Services:

• Custom software integration, API development, or special reporting features

❌ Training Services:

• Fleet management training or on-site demonstrations

❌ Third-Party Charges:

• Google Maps API usage (if separately charged)
• Mobile data/GPRS charges incurred by the SIM card
• Payment gateway fees (bKash, Nagad, bank charges)

❌ Promotional or Discounted Purchases:

• Items sold at special promotional prices or during clearance sales (unless defective)

❌ Corporate Bundle Deals:

• Negotiated corporate packages with multiple devices (subject to separate agreement terms)

5.2 Prepaid Services

Prepaid monthly/annual subscriptions are non-refundable except:

• If iTracker fails to provide service for more than 7 consecutive days due to our fault
• If we terminate your account due to our regulatory or operational issues (not customer breach)

6. Refund Process and Timeline

6.1 How to Request a Refund

Step 1: Contact Customer Support

Submit a refund request via:

• Email: info@itracker.com.bd (Subject: Refund Request – [Order Number])
• Phone: 09613566566
• In-Person: Visit our office at Sonartori Tower, Dhaka

Required Information:

• Full name and contact details
• Order number or invoice number
• Device serial number (if applicable)
• Purchase date and payment method
• Reason for refund request
• Supporting documents (photos of defect, payment receipt, etc.)

Step 2: Await Authorization

• Our support team will review your request within 3-5 business days
• You will receive a refund authorization email if approved
• If denied, we will provide a clear reason

Step 3: Return the Device (If Applicable)

For device returns:

• Bring the device to our office or an authorized service center
• Device will be inspected for eligibility
• Return must be completed within 7 days of receiving authorization

Step 4: Refund Processing

• Once approved and device received (if applicable), refund will be processed
• Processing time: 7-10 business days

6.2 Refund Timeline

Note: Processing times are approximate and may vary due to bank processing, public holidays, or technical issues.

6.3 Refund Confirmation

Once the refund is processed:

• You will receive a confirmation email
• SMS notification will be sent to your registered mobile number
• Refund transaction ID will be provided for tracking

6.4 Refund Delays

If you do not receive your refund within the specified timeline:

1. Check with your bank or mobile financial service provider
2. Contact iTracker support at info@itracker.com.bd
3. Provide your refund authorization number for tracking

7. Cancellation Procedure

7.1 How to Cancel Your Subscription

For Individual Customers:

Step 1: Send Written Notice

Email your cancellation request to:

• To: info@itracker.com.bd
• Subject: Subscription Cancellation – [Account Number]
• Include:
  • Full name
  • Phone number and email address
  • Vehicle registration number
  • Account/Customer ID
  • Reason for cancellation (optional but appreciated)
  • Preferred cancellation date

Step 2: Receive Confirmation

• You will receive a cancellation acknowledgment within 2-3 business days
• Confirmation will include:
  • Effective cancellation date
  • Outstanding payment (if any)
  • Data retention information
  • Device ownership status

Step 3: Final Payment

• Pay any outstanding subscription fees or charges
• Service continues until the end of the paid period

Step 4: Service Termination

• Real-time tracking will stop on the cancellation effective date
• Web portal and app access will be revoked
• Historical data will be deleted after 30 days

7.2 Cancellation Notice Period

• Minimum Notice: 30 days before the next renewal date
• Effective Date: End of the current paid subscription period
• Late Cancellation: If notice is received after the renewal date, the new 12-month term applies

7.3 Verbal Cancellation

• Phone cancellations must be followed by written confirmation via email
• Verbal requests alone are not sufficient for cancellation
• This protects both parties from miscommunication

8. Early Termination

8.1 Early Termination Fee

If you wish to cancel before completing the minimum 12-month subscription period:

Termination is generally NOT permitted except in the following cases:

With Penalty:

• You may request early termination with iTracker’s consent
• Early Termination Fee: Up to 50% of the remaining subscription value
• Example: If 6 months remain at BDT 500/month, fee = BDT 1,500 (50% of BDT 3,000)

Without Penalty (Special Circumstances):

• Death of the subscriber (death certificate required)
• Total loss or permanent scrapping of the vehicle (documentation required)
• Vehicle sold outside Bangladesh (export documents required)
• Severe medical emergency or financial hardship (case-by-case review)

8.2 Device Payment for Subsidized Devices

If you received the device at a subsidized rate or installment plan:

• Outstanding device balance must be paid in full before cancellation
• Alternative: Return the device to iTracker (becomes iTracker’s property)

8.3 Early Termination Process

1. Submit a written request explaining the reason
2. Provide supporting documents (if claiming special circumstances)
3. iTracker will review and respond within 5-7 business days
4. If approved, pay early termination fee (if applicable)
5. Service terminates upon full payment

9. Defective or Damaged Devices

9.1 Warranty Coverage

Defective devices are covered under our 12-month warranty (see Warranty Policy for full details).

If Your Device is Defective:

Within Warranty Period (12 Months):

• Repair: Free repair at iTracker service center
• Replacement: Free replacement device if repair is not possible
• Refund: Full device refund if replacement is unavailable (rare)

Outside Warranty Period:

• Repair at customer’s expense
• Option to purchase a new device at current pricing

9.2 Manufacturing Defects

Covered defects include:

• Device fails to power on or connect
• GPS signal loss due to hardware failure
• Software malfunction not caused by user error
• Component failure (excluding battery, relay, cables)

9.3 Warranty Exclusions

NOT covered:

• Physical damage, water damage, impact damage
• Tampering, unauthorized repairs, or modifications
• Normal wear and tear
• Battery degradation
• Damage caused by vehicle electrical issues

9.4 Dead on Arrival (DOA)

If the device is defective immediately upon installation:

• Report within 48 hours of installation
• Free replacement provided within 3-5 business days
• No questions asked, no charges

10. Change of Mind Returns

10.1 Cooling-Off Period

Bangladesh consumer law provides a limited “cooling-off” period for certain purchases.

For iTracker Devices:

• 7-day return period applies only if the device is unopened and unused
• Once installed, the device cannot be returned due to “change of mind”

10.2 No Subscription Refunds for Change of Mind

• Monthly/annual subscriptions are non-refundable due to change of mind
• You may choose not to renew after the initial 12-month period

10.3 Partial Exceptions

If you change your mind within 24 hours of purchase and before installation:

• Contact us immediately
• If installation has not yet occurred, you may cancel the order
• Refund will be processed minus any payment gateway fees (2-3%)

11. Corporate and Fleet Account Cancellations

11.1 Corporate Cancellation Terms

Corporate accounts with multiple vehicles are subject to:

• Terms specified in the work order/purchase agreement
• Minimum contract period (typically 12-24 months)
• Early termination penalties as per corporate agreement

11.2 Fleet Reduction

If reducing fleet size rather than full cancellation:

• You may cancel individual vehicle subscriptions with 30 days’ notice
• Remaining vehicles continue under the same terms
• Pricing may be adjusted based on fleet size (volume discounts may change)

11.3 Corporate Refunds

• Prorated refunds for unused services if cancellation is due to iTracker’s failure to deliver
• No refund for early termination by the corporate customer (penalty applies)
• Unused prepaid credits may be applied to other vehicles in the fleet

12. Refund Methods

12.1 Same Payment Method Refund

Refunds are processed using the same payment method used for the original purchase:

bKash, Nagad, Rocket:

• Refund sent directly to the mobile number used for payment
• SMS confirmation sent upon successful refund

Bank Transfer:

• Refund sent to the bank account used for payment
• Customer must provide bank account details if different account is preferred

Cash Payment:

• Refund available as cash at iTracker office (appointment required)
• Or bank transfer to customer’s provided account

Credit/Debit Card:

• Refund credited to the card used for payment
• Appears as a credit on your bank statement within 10-15 days

Cheque/Pay Order:

• Refund cheque issued within 10-15 business days
• Pickup at iTracker office or mailed to registered address (registered mail)

12.2 Alternative Refund Method

If the original payment method is no longer available:

• Contact customer support to arrange an alternative method
• Bank transfer can be arranged (provide account details)
• Processing time may be extended for verification

12.3 Payment Gateway Fees

Important:

• Payment gateway fees (2-3% for online transactions) are non-refundable
• These are third-party charges not controlled by iTracker
• Refund amount will be net of these fees

13. Prorated Refunds

13.1 When Prorated Refunds Apply

Prorated (partial) refunds are calculated based on unused service time:

Eligible Scenarios:

• iTracker terminates your service due to regulatory issues
• Extended service outage (more than 7 consecutive days) caused by iTracker
• Device is defective and cannot be replaced (you opt for refund instead)

Calculation Method:

• Daily Rate = Monthly Subscription ÷ 30 days
• Refund = Daily Rate × Unused Days

Example:

• Monthly subscription: BDT 350
• Daily rate: BDT 10
• Service terminated after 15 days of a 30-day month
• Refund: BDT 10 × 15 days = BDT 150

13.2 Annual Subscription Prorating

For annual subscriptions terminated mid-year:

• Monthly equivalent is calculated (annual fee ÷ 12)
• Unused full months are refunded
• Partial month is calculated at daily rate

Example:

• Annual subscription: BDT 4,200 (equivalent to BDT 350/month)
• Cancellation after 4 months and 10 days
• Unused period: 7 months and 20 days
• Refund: (7 × BDT 350) + (20 × BDT 8.33) = BDT 1,916.60

13.3 No Prorating for Customer-Initiated Cancellation

Important: Prorated refunds do NOT apply if:

• You voluntarily cancel during the initial 12-month period (early termination fee applies instead)
• You cancel after the initial period (service continues until end of paid period, no refund)

14. Service Suspension vs. Cancellation

14.1 Temporary Suspension

If you need to pause service temporarily:

Suspension is NOT available for iTracker subscriptions. Your options are:

• Continue paying the monthly subscription to keep the device active
• Fully cancel the service (subject to cancellation terms)

Reason: The SIM card and server infrastructure have ongoing costs even if you’re not actively using the service.

14.2 Reactivation After Cancellation

If you cancel and later wish to reactivate:

• A new subscription agreement must be signed
• Reactivation fee may apply: BDT 500
• Old tracking data is NOT recoverable (deleted after 30 days of cancellation)
• New 12-month minimum term applies

15. Consumer Rights (Bangladesh)

15.1 Statutory Rights

Under the Consumer Rights Protection Act 2009 of Bangladesh, you have the right to:

✓ Receive products and services as described
✓ Products that are of satisfactory quality
✓ Products that are fit for purpose
✓ Fair treatment and transparent pricing
✓ Clear information about refund and cancellation policies

15.2 Consumer Complaints

If you believe your consumer rights have been violated:

Step 1: Contact iTracker

• Attempt to resolve the issue through our customer support

Step 2: Escalate Internally

• Request to speak with a supervisor or manager

Step 3: External Complaint

• File a complaint with the Directorate of National Consumer Rights Protection (DNCRP)
• Website: dncrp.gov.bd
• Hotline: 01924-014408, 01924-014409

Step 4: Legal Action

• Seek redress through consumer courts or civil courts

15.3 iTracker’s Commitment

We are committed to:

• Treating all customers fairly and transparently
• Resolving complaints promptly and professionally
• Complying with all consumer protection laws in Bangladesh
• Continuously improving our products and services based on feedback

16. Exceptions and Special Cases

16.1 Natural Disasters and Force Majeure

In case of natural disasters, pandemics, or force majeure events:

• Service interruptions do not qualify for refunds if caused by circumstances beyond iTracker’s control
• Subscription periods may be extended to compensate for lost time (at iTracker’s discretion)

16.2 Government or Regulatory Actions

If iTracker is forced to discontinue service due to:

• BTRC license suspension or revocation
• Government ban or regulatory changes
• Legal orders

Then:

• Full prorated refund of unused subscription period
• Customers may keep the device (no refund for device)

16.3 Death of Subscriber

In the unfortunate event of the subscriber’s death:

• Service may be canceled without early termination penalty
• Death certificate and legal heir documentation required
• Prorated refund of unused subscription (if applicable)
• Device remains property of the estate/heirs

16.4 Vehicle Total Loss

If the vehicle is:

• Completely destroyed in an accident
• Declared a total loss by insurance
• Permanently scrapped

Then:

• Service may be canceled without penalty
• Insurance claim documentation or scrapping certificate required
• Unused subscription may be transferred to a replacement vehicle (within 30 days)
• Or prorated refund provided

16.5 Vehicle Sold

If you sell the vehicle:

• Subscription is NOT transferable to the new owner
• New owner must sign a new agreement with iTracker
• You may request device removal (subject to terms)
• No refund for remaining subscription period (service terminates)

17. Dispute Resolution

17.1 Refund Disputes

If your refund request is denied and you disagree:

Step 1: Request Review

• Email a formal appeal to info@itracker.com.bd
• Include all supporting documents and reasons for appeal
• A senior manager will review within 7 business days

Step 2: Mediation

• Request a phone or in-person meeting to discuss the issue
• We aim to find a mutually acceptable solution

Step 3: Escalation

• If resolution is not achieved, you may escalate to:
  • Consumer Rights Protection authorities
  • BTRC (for service-related complaints)
  • Legal channels as per Terms & Conditions

17.2 Evidence and Documentation

To support your refund claim, please provide:

• Original invoice or payment receipt
• Photos or videos of defective product
• Communication records with customer support
• Any other relevant documentation

17.3 Good Faith

iTracker operates in good faith and aims to resolve all disputes amicably and fairly. We value our customers and strive to provide excellent service and support.

18. Contact Information

18.1 Refund and Cancellation Inquiries

For questions or requests regarding refunds and cancellations:

Email: info@itracker.com.bd
Subject Line: Refund Request / Cancellation Request – [Order Number]

Phone/WhatsApp: 09613566566, +880 1833-301333
Hours: Saturday – Thursday, 9:30 AM – 8:00 PM (Bangladesh Time)
Friday: Closed

In-Person:
IFAD Information & Technology Limited (iTracker)
12, Sonartori Tower, 16th Floor, Bir Uttam CR Dutta Rd, Dhaka 1000
Appointment recommended

18.2 Response Time

• Email inquiries: 2-3 business days
• Phone inquiries: Immediate (during business hours)
• Refund processing: 7-10 business days after approval

18.3 Escalation

If you are not satisfied with the initial response:

• Request to speak with a supervisor or manager
• Email: escalations@itracker.com.bd (if available)
• Or mark your email as “URGENT – ESCALATION”

Acknowledgment

By purchasing iTracker products or services, you acknowledge that:

• You have read and understood this Refund & Cancellation Policy
• You agree to abide by the terms stated herein
• You understand that installed devices and activated services are non-refundable except as explicitly stated
• You will follow the proper procedures for refund requests and cancellations

This Refund & Cancellation Policy is governed by the laws of Bangladesh. For full terms and conditions, please refer to our complete Terms & Conditions document.