Refund Policy
Effective Date: July 15, 2026
Last Updated: July 15, 2026
Sure Deed ("SureDeed," "we," "us," or "our") is committed to providing reliable land and legal documentation services across Bangladesh. This Refund Policy explains when and how you may be entitled to a refund for services purchased through our website, mobile applications, or agent network.
By purchasing a service from SureDeed, you agree to the terms of this policy.
Note: This policy applies to customers purchasing services through the SureDeed website or User App. If you are a registered Agent (Lawyer, Deed Writer, Nokal Nibish, Surveyor, or Field Agent), commission and payout terms are governed separately by our Agent Commission & Payout Policy.
1. Nature of Our Services
SureDeed provides digital and facilitation services related to land records, deed processing, and legal documentation, including but not limited to Khatiyan retrieval, Namjari, NEC certificates, deed withdrawal (দলিল উত্তোলন), and property registration support. Because our services involve real work performed by our team, our agents, and government offices on your behalf, refund eligibility depends on how much of the service has already been completed at the time of your request.
2. When You Are Eligible for a Refund
You may request a full or partial refund in the following cases:
| Situation | Refund |
|---|---|
| SureDeed accepts payment but has not started work on your request | Full refund, minus any payment gateway charges (see Section 5) |
| Service is delayed beyond the committed timeline due to SureDeed's fault (not government office delays or missing documents from you) | Full refund or free completion of the service, your choice |
| The delivered work contains a material error caused by SureDeed (e.g., wrong document type, data entry error on our end) | Free correction, or a refund if correction is not possible |
| You are charged more than once for the same order | Full refund of the duplicate charge |
| SureDeed cancels or is unable to fulfil your order for any internal reason | Full refund, including any government fees already collected but not yet submitted to the relevant office |
3. When a Refund Will Not Be Issued
Refunds will not be granted in the following cases:
- Government and third-party fees already submitted. Once SureDeed pays a fee to a Sub-Registrar Office, Land Office, or any other government body on your behalf, that amount is non-refundable by SureDeed, regardless of the outcome - this mirrors government policy, under which such fees are non-refundable once paid.
- Work that has been completed and delivered as per the order specifications.
- Delays caused by incorrect, incomplete, or fraudulent information or documents provided by you.
- Delays caused by government offices, courts, or third parties outside SureDeed's control.
- Change of mind after processing has already begun.
- Subscription or package fees for any portion of a plan already used.
4. How to Request a Refund
Refund requests must be submitted within 7 days of the issue arising (e.g., within 7 days of a missed deadline, or 7 days of receiving a defective deliverable).
Send your request to support@suredeed.com or through the in-app support chat, including:
- Full name and account phone number
- Order/reference number
- Reason for the refund request
- Any supporting documents or screenshots
You will receive an acknowledgment within 2 business days.
5. Refund Processing
- Review period: We will review and respond to your request within 7 business days.
- Payment gateway charges: SureDeed is charged a processing fee by bKash, Nagad, and card/bank gateways (via SSLCommerz) on every transaction. Where a refund is approved for an order that has not yet been submitted to a government office, this gateway fee (typically 1.5-2.5%) may be deducted from the refunded amount.
- Timeline: Approved refunds are processed within 10-14 business days and returned to the original payment method (bKash, Nagad, or bank account used). Bank processing times may add a few additional days depending on your bank.
6. Chargebacks
If you dispute a charge directly with your bank, bKash, or Nagad instead of contacting us first, and the service was delivered as agreed, SureDeed reserves the right to suspend your account pending resolution. We encourage you to contact us first - most issues can be resolved faster this way.
7. Changes to This Policy
We may revise this Refund Policy from time to time to reflect changes in our services or applicable regulations. The updated version will be posted on this page with a new "Last Updated" date and will apply to orders placed after that date.
8. Contact Us
Sure Deed
Chattogram Office: Creator Hub Co-working Space (7th Floor), Finlay Square, CDA Avenue, East Nasirabad, Chattogram 4000, Bangladesh
Dhaka Office: ICT Tower (14th Floor), E-14/X, Agargaon, Dhaka-1207, Bangladesh
Email: support@suredeed.com
Phone: +880 1832-650404
Trade License: TRQD/CHTG/13656/2024