Refund Policy

1Who We Are and What This Policy Covers

This policy is published by EOR BD, the Employer of Record and managed workforce business of Eicra Soft Limited, with its office at JCX Business Tower, Level 5, Plot 1136/A, Block I, Japan Street, Bashundhara R/A, Dhaka 1229.

It explains when money you have paid us is returned and when it is not. It applies to every service we run, including Employer of Record, payroll outsourcing, onboarding and off-boarding, HR administration, payroll tax compliance, company incorporation, contractor management, managed remote teams, offshore development centres, global capability centres and employee benefits administration.

This page sets out our general position. Your signed Service Agreement sets out the specific figures, notice periods and prepayment terms for your engagement. Where the two differ your Service Agreement is what binds us. Read this page alongside our terms and conditions.

2The Seven Day Rule

For a recurring monthly service the seven days run from the date of the invoice for the period concerned. For one-off work they run from the date the work was delivered. Every other section of this page is subject to this rule.

Why the Deadline Is Short

We are not a software subscription. When you buy a piece of software and cancel it, nothing has left the vendor’s account and a refund is simply a reversal. That is not what happens here.

When you engage us, most of the money you send does not stay with us. It goes to a person in Dhaka as their salary, and to the government as their tax. Once it has gone, it has gone. An employee cannot be asked to hand back wages they have lawfully earned, and a tax deposit made to the National Board of Revenue cannot be recalled because a commercial arrangement changed.

3What You Are Actually Paying For

Every invoice we issue contains some combination of the four items below. Knowing which is which tells you immediately what can be returned.

4What We Refund Inside the Seven Days

Where a valid email claim reaches us inside the seven day window we return money in the following situations. You do not need to negotiate for any of them.

5What We Cannot Refund at Any Point

The items below are not refundable even inside the seven days. These are not commercial choices. In each case the money belongs to someone else by the time you ask for it back.

• Salary already paid to an employee. Wages lawfully earned belong to the employee under the Bangladesh Labour Act 2006. Neither we nor you can reclaim them because a contract between us changed.
• Income tax already remitted to the National Board of Revenue. A treasury deposit is made in the employee’s name against their tax liability. It is not ours to recall.
• Provident fund contributions already made. Once contributed to a recognised fund the money is governed by that fund’s rules and belongs to the member.
• Festival bonus gratuity notice pay and other statutory entitlements. These accrue to the employee by operation of law. They are payable whether or not you remain our client.
• Service fees for a period already served. Where we have run the payroll, filed the returns and administered the people for a month, the fee for that month is earned.
• Third-party fees already paid. Government filing fees bank charges verification fees and insurance premiums that have been paid to the third party are not recoverable by us.
• Losses caused by information you gave us. Where a payment was made correctly on the basis of details you supplied, correcting it afterwards is a new transaction and not a refund.

6Billing Errors and Overpayments

If we get an invoice wrong we fix it. There is no threshold below which we will not correct it. The seven day rule in section 2 still applies to the claim itself so raise it by email as soon as you see it.

• Tell us as soon as you notice. Email the invoice number and what looks wrong to our team.
• We check it against the payroll register and the underlying records and come back to you with the answer and the working.
• If we were wrong you choose whether to take the money back or hold it as a credit against your next invoice.
• If the error was in your favour we will tell you that too, and we will not quietly adjust a later invoice to recover it without saying so first.

7Cancelling Before Anyone Has Been Hired

If you cancel after signing but before any person has been employed or engaged, the position is as follows.

• Any funds you have sent us that have not been committed or spent are returned.
• Costs we have already incurred on your instruction are not refundable. That includes background verification fees, government filing fees and any third-party charge already paid.
• Where our Service Agreement provides for an onboarding or setup fee, whether and how much of it is returned is governed by that agreement.
• Where a candidate has already received and accepted a written offer we will discuss the position with you before anything is withdrawn, because a withdrawn offer can carry its own consequences.

8Ending an Engagement After It Has Started

Once people are employed, ending the commercial arrangement and ending their employment are two separate things happening on two separate timetables.

• Service fees stop at the end of the notice period set in your Service Agreement. Fees for months already served are not refunded.
• You remain responsible for funding salary, statutory costs, notice pay, accrued leave and gratuity up to and including each employee’s last day, even where that date falls after our commercial notice period ends.
• Where the statutory notice owed to an employee is longer than the notice you gave us, you fund the difference. This is not a fee to us. It is the employee’s entitlement.
• After every employee has been settled and every statutory filing closed, we reconcile the account. Any funds still held and not owed to anyone are returned to you.
• Where you are moving the same people into your own Bangladeshi company, our fee stops on the transfer date and the reconciliation happens the same way.

9Incorporation and Other One-Off Project Work

Company incorporation and similar one-off work behave differently from a monthly service, because the value is delivered in stages rather than by the month.

• Government fees are paid to the Registrar and to other authorities on your behalf and are not refundable once lodged, whatever the outcome of the filing.
• Where a filing is rejected for a reason within our control we correct and refile it at our own cost. We do not charge you twice for our own mistake.
• Where a name is rejected we prepare the next candidate name as part of the same engagement rather than treating it as new work.
• Where you stop the work partway through, fees for stages already completed are earned. Fees for stages not yet started are returned.
• We do not quote a promised duration for a registry stage, so a delay caused by the Registrar’s own timetable is not a ground for a refund.

10Currency Bank Charges and Exchange Rates

• Refunds are paid in the currency you paid in and by the same route you used, unless that route is no longer available.
• Bank charges, intermediary bank fees and any currency conversion cost on the return leg are not refundable, because they are charged by the banks and not by us.
• Where a refund crosses currencies the rate applied is the rate on the day the refund is processed, not the rate on the day you originally paid. Exchange movement between those two dates is not something we can absorb or recover.
• We do not add a margin to any exchange rate on a refund.

11How to Make a Valid Claim

A claim is valid only if it arrives by email inside the seven days. Send it to info@eor.bd with the word Refund in the subject line and include the following so that we can look at it without going back and forth.

1. Your company name and the engagement it relates to.
2. The invoice number or the payroll period concerned.
3. The amount you believe is due back and how you arrived at it.
4. What you would like us to do with it, return it or credit it.

Requests must come from a person authorised under your Service Agreement to give financial instructions. We will not act on a refund instruction from an email address we do not recognise, for the same reason we would not act on a payment instruction from one.

12How Long a Decision and a Payment Take

Every decision comes to you in writing with the reasoning and the figures behind it. We do not decline a refund without telling you which part of this policy we are relying on.

13If You Disagree With Our Decision

Tell us. Reply to the decision and say which part you think is wrong and why. A second person who was not involved in the original decision will review it and come back to you.

If that does not resolve it, our terms and conditions require both of us to attempt to settle a dispute through discussion between senior representatives for at least thirty days before proceedings begin. The courts of Dhaka have jurisdiction after that.

14Chargebacks and Payment Reversals

If you believe a payment was taken in error, raise it with us before raising it with your bank or card issuer. We can usually resolve a billing question faster than a chargeback process can.

A chargeback raised on funds we have already disbursed as salary or remitted as tax does not reverse those payments. It leaves us out of pocket on money that has already reached an employee or the government, and we will pursue recovery of it under your Service Agreement. Where a chargeback is raised while people are still employed we may suspend the non-statutory parts of the service until the position is resolved, but we will continue to meet our obligations to the employees, because those are owed to them and not to you.

15Changes to This Policy

We may update this policy. The version on this page with the effective date shown at the top is the one that applies. Where a change materially affects a running engagement we will tell you in writing before it applies to you.

16How to Contact Us

This policy is written to be read before there is a problem rather than after. It describes our general position and it does not replace the signed agreement that governs your engagement. If a figure or a notice period matters to a decision you are about to make, check your Service Agreement and ask us if anything is unclear.