Refund Policy

1. Scope of This Policy

The subscription periods and exclusions in section 2 apply only to subscriptions. They do not limit medicine refund rights in section 3 or mandatory consumer rights under Bangladesh law.

2. Subscription Refunds

2.1 Refund eligibility

• First-Time Subscription Refunds: If you are a first-time subscriber and are not satisfied with the service, you may request a refund within the first 7 days of your subscription.
• Technical Issues: If you experience technical difficulties that prevent you from using the service and the issue is not resolved within 3 days, you may be eligible for a refund.
• Duplicate Subscriptions: If you are charged for more than one subscription in error, you are eligible for a full refund for the duplicate charges.

2.2 Non-refundable subscription circumstances

• Change of Mind: Refunds will not be issued if you decide to cancel your subscription after the refund period has passed.
• Partial Usage: No partial refunds will be given for any used portion of the subscription period.
• Third-Party Issues: We are not responsible for issues caused by third-party platforms or services outside our control.

2.3 Subscription refund process

To request a refund, please contact our support team at support@care.sammx.com with your subscription details. All refund requests must be submitted within 7 days of the original transaction. Once we receive your request, we will review your case and respond within 5 business days.

If your refund is approved, it will be processed, and the amount will be returned to your original payment method within 5 business days, depending on your bank or card issuer's policies.

2.4 Subscription cancellations

• You may cancel your subscription at any time through your account dashboard or by contacting our support team.
• Cancellations will take effect at the end of the current billing cycle. You will continue to have access to the service until your subscription period ends.

3. Medicine Orders, Returns and Refunds

3.1 Prescription rejection and unavailable medicines

• If a prescription is rejected, a medicine is unavailable or restricted, or we cannot fulfil your order, we cancel the order and refund the full confirmed payment. A request for clearer prescription images places the order on hold; you may upload replacement images without paying again or contact support to cancel.

3.2 Cancellation requests

• Request cancellation as soon as possible through support@care.sammx.com with your order reference. We check whether preparation or courier handover has occurred and explain the outcome. We do not automatically replace medicines or deduct a prescription-review fee.

3.3 Incorrect, damaged or unsafe medicines

• If medicine is wrong, damaged, expired, suspected counterfeit, missing, or otherwise not as ordered, contact support promptly with the order reference and available photos of the packaging, medicine and batch or expiry details. Do not use suspect medicine. We investigate and arrange an appropriate refund, replacement or safe collection; a change-of-mind return restriction does not remove these remedies. Do not send medicines back without collection instructions.

3.4 Change-of-mind returns

• After delivery, we generally cannot accept medicine returns solely for change of mind because storage conditions and product safety cannot be verified. This does not restrict remedies for defective, incorrect or undelivered products or other statutory rights.

3.5 Payment reconciliation and refund method

Refunds require reconciliation of the original payment. Send your order ID, payment method, transaction ID, payment date and amount to support; never send a PIN or OTP. We return confirmed funds through the original payment method and record the refund transaction reference. A submitted transaction ID or a pending refund status is not confirmation that money has been received or returned. Refunds are processed by staff; order cancellation does not itself transfer funds.

3.6 Processing times

Where prepaid goods cannot be supplied within the prescribed time, section 3.5.1 of the Digital Commerce Operation Guidelines 2021 requires the full payment to be returned through the same payment method within a maximum of 10 days of payment, excluding the payment intermediary's processing time. We process applicable refunds within this requirement; internal review must not extend a statutory deadline. Other refunds are reconciled promptly, and support will provide the expected processing date and reference. Contact us if the refund does not appear after your provider's processing period. Official Digital Commerce Guidelines.

4. Requests and Complaints

For cancellation or refund help, contact support@care.sammx.com with your account details, order or subscription reference and payment transaction details. Never send your wallet PIN or OTP. We will explain the next steps and any information needed to reconcile the payment.

Keep the order and payment records until the matter is resolved. If support cannot resolve a complaint, you retain the right to approach the Directorate of National Consumer Rights Protection or other competent authorities. These provisions do not waive mandatory consumer rights.

5. Policy Updates

We reserve the right to modify this refund policy at any time. Changes to the policy will be updated on this page, and it is your responsibility to review the policy periodically.