All Samadhan is committed to protecting consumer rights and operating in full compliance with the laws of Bangladesh. This Return & Refund Policy outlines users’ rights to returns and refunds for medicines, ambulance services, and delivery services obtained through the All Samadhan app, in alignment with the Consumer Rights Protection Act, 2009 (CRPA 2009) and other applicable regulations. For transparency, we provide this policy in both English and Bengali as required by the Digital Commerce guidelines.

[We are a delivery platform. Refund or return decisions may depend on the respective pharmacy’s policy.]

1.Wrong or Expired Medicines

If you receive a wrong medicine (incorrect item or dosage) or any medicine that is expired, counterfeit (fake), or otherwise substandard, you have the right to return it and obtain a full refund or a replacement. All Samadhan strictly prohibits the sale of expired or fake medicines on its platform, in accordance with Bangladeshi law. Selling any expired product or medicine is illegal and punishable by law, so we treat such incidents with the utmost seriousness. Do not use any medicine that seems incorrect, expired, or tampered with. Instead, contact All Samadhan support immediately to arrange the return. We will verify the issue and either provide you with the correct medicine (if still needed) or refund your purchase in full. Any return or replacement in this scenario will be at no extra cost to you (any return delivery fees will be borne by us or the seller). This policy reflects your legal right to safe, authentic products – under Bangladeshi consumer law, you are entitled to a refund or replacement if goods are defective, unsafe, or not as described.

Note: All partner pharmacies supplying medicines via All Samadhan are required to be properly licensed by the government. We diligently vet our medicine suppliers to ensure that no expired, adulterated or counterfeit drugs are sold on our platform. If a counterfeit or prohibited medicine is ever found, All Samadhan will take immediate action against the seller and report the matter to the relevant authorities, since producing or selling fake medicine is a criminal offense in Bangladesh. Your safety is our priority.

2.Ambulance or Delivery Service Delays/Failures

All Samadhan also connects users with ambulance and delivery services. If you book an ambulance or place an order for a delivery service through our app and the service fails to arrive or is unreasonably delayed beyond the promised time, you have the right to cancel the service and receive a full refund of any amount you paid. We understand that timely service is critical, especially for ambulances. All Samadhan will investigate the situation and refund your payment if the ambulance or delivery does not reach you as scheduled. According to national consumer guidelines, if a company fails to deliver a product on time, the customer must be refunded within 7 days. All Samadhan will similarly ensure prompt refunds for undelivered or excessively delayed services.

In addition to refunding any fees, we will assist you in finding an alternative solution if possible (for example, helping to dispatch another ambulance through our network). Service providers are expected to meet their time commitments, and failure to deliver a promised service is a violation of consumer rights. Under the Consumer Rights Protection Act, not providing the service a customer paid for (or providing it in a grossly inadequate manner) is an offense. If the delay or failure of the service causes you harm or loss, you may be entitled to seek further compensation or legal remedy under applicable laws. Notably, the law prohibits negligence that endangers the life, health, or money of a consumer. All Samadhan will cooperate with any such lawful claims. However, while we facilitate resolution, additional compensation (beyond refund of the service fee) for any consequential losses would follow the process set out in law and is not guaranteed by this policy. We encourage users to document the situation if a critical service was not delivered, as this documentation may be needed for any legal claims.

Exceptions: If the service failure or delay was caused by factors outside the control of All Samadhan and the service provider (for example, severe weather, unexpected road closures, or other force majeure events), we will inform you and do our best to mitigate the issue, but standard compensation may be limited to a refund of the fee. Similarly, if a delay occurs due to user error (e.g. an incorrect address or contact information provided), we will work with you to rearrange the service, but a refund may not apply if the service was actually rendered at the correct location later. All Samadhan will always strive to be fair in assessing such situations.

3.Refund Conditions and Procedure

To ensure a smooth refund or return process, please adhere to the following conditions and steps:

• Prompt Notification: You should report any problem as soon as possible after it occurs. For a delivered product (such as medicine), we request that you notify us of any issue (wrong item, expired product, etc.) within 72 hours of delivery. For a service like ambulance or delivery that did not arrive on time, please inform us immediately or at least within a day of the scheduled service. Timely reporting helps us verify and resolve the issue more effectively. (Under Bangladesh’s consumer protection laws, official complaints to authorities must be filed within 30 days of the incident, so it is important not to delay reporting a genuine problem.)
  
  

• How to Request a Refund/Return: Contact All Samadhan Customer Support through the in-app help center or our official support email/helpline (as listed in the app/website). Provide your order or booking details, a clear description of the issue, and any supporting evidence. Supporting evidence may include the order invoice or receipt, photographs (for example, a photo of the medicine showing the expired date or wrong item received), and any other relevant documents. Our team will log your complaint and give you a reference number for tracking.
  
  

• Return of Products: If a physical product needs to be returned (e.g. a wrong or defective medicine), All Samadhan will facilitate the pickup or guide you on the return method. You should, if possible, keep the product in its original packaging and do not use it (beyond what is necessary to discover the problem). We may ask you to hand the item back to our delivery agent or drop it at a designated location, but you will not have to pay any return shipping cost. For health and safety, please store any compromised medicine safely (away from anyone who might accidentally use it) until it is returned.
  
  

• Verification and Resolution: Once we receive your complaint, our team will review the details and evidence. We may contact you or the service provider/seller for additional information. All Samadhan aims to resolve all complaints quickly, typically within 72 hours (3 business days) of receiving the complaint. This timeline is in line with the digital commerce guidelines in Bangladesh, which require resolving consumer complaints within 72 hours of receiving them. You will be informed of the outcome of our review. If your claim is verified, we will approve the refund or arrange the return/replacement.
  
  

• Refund Method and Timeline: Approved refunds will be processed promptly. We will issue the refund to the original payment method whenever possible (e.g. the same credit/debit card, mobile banking, etc., that you used). If you paid cash on delivery or another method that cannot be refunded electronically, All Samadhan will coordinate with you to provide the refund via an alternate method (such as mobile banking transfer or store credit, per your preference). As per government guidelines, if a seller fails to deliver a product on time, the refund must be completed within 7 days. All Samadhan strives to process refunds within 7 business days after approval. In rare cases, it could take up to 10 days for the funds to reflect in your account depending on bank/payment processor timings, but usually much sooner. No additional fees will be deducted from your refund – if there are any payment processing fees, those will be borne by All Samadhan or the seller, not the customer.
  
  

• Evidence and Documentation: When submitting a complaint or claim, ensure you keep copies of all relevant documents (order confirmation, receipts, chat logs, etc.). We may require certain proofs as mentioned above. This documentation will also be useful in case you need to escalate the matter legally. For example, if a refund is not provided despite eligibility, your purchase records and our complaint reference will help in lodging a formal complaint to the authorities.
  
  

• Customer Cooperation: We expect users to be honest and cooperative during the investigation of a return/refund claim. Misuse of the return policy (such as false claims) is not tolerated. All Samadhan reserves the right to decline a return or refund request if we find evidence of fraud or if the request violates our terms (for instance, a request made long after the product was delivered and presumably used, without a valid reason). However, legitimate claims reported within a reasonable time will always be handled in good faith.
  
  

• Special Cases: If you have a unique situation (for example, a medicine caused an adverse reaction and you suspect its quality, or an ambulance service was partially delivered but with issues), please reach out to us – we will address these on a case-by-case basis, aligning with relevant laws and medical guidance. Your well-being and satisfaction are important to us, and we will do our best to find an appropriate solution.

In summary, to initiate any return or refund, contact us promptly, provide necessary details and evidence, and we will take it from there. We maintain a record of all complaints and will keep you updated throughout the process. If you are not satisfied with the outcome or handling of your issue, you may escalate the matter to our management or ultimately seek resolution through legal avenues (see Legal Basis & Rights below). We truly hope to resolve everything to your satisfaction without the need for external intervention.

4.Platform vs. Service Provider Responsibilities

All Samadhan operates as a platform that connects consumers with third-party service providers (such as pharmacies, ambulance operators, and delivery personnel). We value our users’ trust, and thus we have agreements and quality control measures in place with all partner providers. Here we clarify the division of responsibilities between All Samadhan and the service providers, as well as our joint obligations under the law:

• All Samadhan’s Role: All Samadhan facilitates the transaction and communication between you (the user) and the independent service providers. We handle the ordering process, payment processing, and customer service, including this return/refund process. All Samadhan is responsible for ensuring that the platform’s terms and policies (like this Return Policy) are clearly communicated and upheld by the service providers. We also ensure compliance with digital commerce regulations – for example, we maintain a system to address consumer complaints and have designated personnel to coordinate with the national consumer rights authorities. If a problem arises, All Samadhan will coordinate the resolution (arranging refunds, replacements, or other remedies) on your behalf with the provider. We are your first point of contact for any issues.
  
  

• Service Providers’ Role: The actual products and services are provided by independent vendors or professionals (e.g. licensed pharmacies, ambulance companies, delivery contractors) that partner with All Samadhan. These providers are responsible for the quality, safety, and legality of what they deliver. For instance, a pharmacy is responsible for dispensing the correct medication in proper condition, and an ambulance service is responsible for arriving on time with a properly equipped vehicle. Each provider must comply with all applicable laws and regulations in their industry. This includes, but is not limited to, holding valid licenses and permits (for example, medicine sellers must be licensed by the Directorate General of Drug Administration, following safety standards, and honoring consumer rights such as returns and refunds. If a provider violates any laws or regulations – for example, by selling a counterfeit or expired drug, or by engaging in negligent behavior that harms a patient – that provider is legally accountable for the offense. All Samadhan expects all partners to adhere strictly to the law and our platform standards.
  
  

• Liability and Indemnity: All Samadhan does not manufacture goods or directly render the third-party services, so the primary liability for a defective product or substandard service lies with the provider of that product/service. However, we do not shirk our responsibility to our users. We will actively assist you in obtaining remedies from the provider, including processing your refund or return, as described in this policy. We also may take action against a provider who violates our terms or the law (such as suspending or removing them from the platform) to prevent future issues. It’s important to note that under Bangladeshi consumer law, providers can face penalties (fines, imprisonment, etc.) for certain violations such as not delivering promised services, selling expired or fake products, or endangering consumers through negligence. While those legal penalties are enforced by the government, All Samadhan will cooperate with regulators if such issues occur.
  
  

• Limitations of All Samadhan’s Liability: As a platform, All Samadhan’s direct liability to users is governed by our Terms & Conditions and prevailing law. We are responsible to ensure refunds and returns are processed in legitimate cases as described here. We also take responsibility for any issues that are within our control (for example, a technical error in our app that caused an order mix-up). However, All Samadhan generally cannot assume liability for indirect damages or losses caused by a third-party provider’s actions beyond the service fee. For example, if an ambulance’s delay (caused by that service provider) led to health complications, All Samadhan will refund your booking fee and help you file a complaint against the ambulance provider, but All Samadhan may not itself pay for medical consequences not caused by us – those may be addressed by the provider’s liability or insurance, or through legal claims under the provider’s duty of care. Nothing in this policy limits your right to pursue legal remedies against the actual service provider. In fact, Bangladeshi law ensures that you can seek redress from the seller or service provider for misconduct or negligence. All Samadhan will provide you with any evidence or information under our control to facilitate such claims, if needed.
  
  

• Platform Oversight: We monitor performance and user feedback for all providers. If a particular pharmacy or service partner has frequent issues (e.g., many complaints of wrong deliveries or delays), All Samadhan will intervene – this may include retraining the provider on our protocols, imposing penalties as per our contract with them, or removing them from our platform. Our goal is to have a reliable network of providers. By holding providers accountable through our platform agreements (in addition to legal accountability), we aim to prevent problems before they affect you. Remember, when you use All Samadhan, you benefit from our oversight – we are not just a listing service, we actively manage the quality of the offerings.

In summary, All Samadhan stands with the customer to ensure that the responsibilities owed to you are fulfilled. The service providers have direct obligations to deliver quality goods and services, and All Samadhan has an obligation to you to make sure those providers honor their commitments. We strive to make any necessary responsibility-sharing seamless from the user’s perspective – you come to us with a problem, and we sort out internally who is at fault and how to fix it, without making you run from one party to another.

5.Legal Basis & Consumer Rights (Bangladesh)

This return & refund policy is grounded in the consumer protection laws of Bangladesh, to give users confidence that their rights are safeguarded both by our terms and by law. We base our policy on the following legal foundations:

• Consumer Rights Protection Act, 2009: The CRPA 2009 is the primary consumer protection law in Bangladesh. It defines unfair practices and offenses and gives consumers certain rights. For example, selling expired or counterfeit products, failing to deliver a promised service or product, or engaging in negligent service that harms a consumer are all acts that violate consumer rights and are punishable under this Act. Our policy’s provisions (like the right to refund for expired medicine or refund for a service not provided) directly reflect these legal prohibitions – we ensure you get an appropriate remedy in such cases, as the law intends. If any provider on All Samadhan were to violate these provisions, they could face legal action by authorities in addition to our internal actions. CRPA 2009 also empowers consumers to seek compensation through courts for harm caused by defective goods or services. This policy does not limit any such legal rights; rather, it operates alongside them. We encourage consumers to be aware of their rights: for instance, you have the right to safe, defect-free goods and services, the right to be informed accurately about them, and the right to be heard in case of grievances. All Samadhan upholds these rights in our operations.
  
  

• Digital Commerce Operational Guidelines, 2021: As a digital platform, All Samadhan adheres to the commerce ministry’s guidelines for e-commerce. These guidelines require, among other things, that we clearly publish our refund/return policy in Bangla, deliver products within specified timelines, and issue refunds within a maximum of 7 days if we fail to deliver on time. They also mandate that consumer complaints be resolved within 72–96 hours and that a proper record is kept. We have crafted our processes to meet or exceed these requirements. For instance, our commitment to a 72-hour initial response and a prompt refund is in line with these rules. By following the government guidelines, we ensure that our users receive a standard of service that is consistent with national consumer protection policy.
  
  

• Other Applicable Laws: All Samadhan’s operations and this policy are also informed by other laws such as the Sale of Goods Act 1930 (which outlines the basic contract of sale and the implied condition that goods must correspond to their description and be fit for purpose), the Contract Act 1872 (which underpins our agreement with you as a service provider), and sector-specific regulations (for example, drug control regulations for medicines, and health regulations for ambulance services). We ensure that nothing in this policy contradicts your statutory rights under these laws. In the event of any conflict, the provisions of Bangladeshi law will prevail over our policy terms, and we will modify our practices accordingly. Our aim is to provide at least the minimum protections the law guarantees, and often more.
  
  

• Right to Legal Recourse: While we hope to resolve all issues amicably through our platform’s internal process, it’s important for you to know that Bangladeshi law provides avenues for formal complaints and legal recourse. The National Consumer Rights Protection Department (DNCRP) is the government authority where consumers can lodge complaints about any violation of consumer rights. Under CRPA 2009, you may file a complaint with the DNCRP within 30 days of the incident if you are aggrieved. In fact, the Digital Commerce Guidelines explicitly state that if a customer doesn’t receive products or refunds, they should file a complaint with the DNCRP as soon as possible. You also have the option to pursue matters in consumer courts or other appropriate forums. Our policy and team will support you with the information you need in such cases (e.g., copies of order records, communication logs). We mention these legal options to assure you that using All Samadhan does not waive any of your rights as a consumer; rather, we intend to uphold those rights proactively. As a user, you can always seek remedies outside the platform if you are not satisfied – though we will strive to make sure you are satisfied through our internal resolution process.
  
  

• Continuous Compliance and Updates: All Samadhan monitors changes in relevant laws and regulations. If the laws change (for example, if new rules are introduced for online pharmaceutical sales or ride-sharing ambulances), we will update this Return & Refund Policy to remain compliant. We are a Bangladesh-based service and thus fully subject to Bangladeshi law – this policy and our Terms & Conditions are governed by the laws of Bangladesh. By agreeing to our Terms (of which this Return Policy is a part), you are also agreeing that in any dispute, the laws of Bangladesh will apply and any legal proceedings will be brought in the appropriate Bangladeshi forums. We stand ready to comply with any court orders or directives from consumer protection authorities regarding customer redress.

In summary, All Samadhan’s Return & Refund Policy is designed to be fair, clear, and legally robust, ensuring that as a user you can use our app with confidence. If you ever feel that your rights as a consumer have not been respected, please reach out to us – we will do everything we can to correct the situation. This policy is here to safeguard your interests, and it is backed by the strong consumer protection framework in Bangladesh. Your trust is our most valuable asset, and we are committed to maintaining it through honest business practices and compliance with the law.