Refund Policy
How refunds work at EICRA Soft Limited, what can and cannot be refunded, and the one deadline that governs every claim. Please read this page before engaging our services — it forms part of the agreement between us.
The 7-day rule 1. Scope 2. Claim window 3. What is refundable 4. How a claim is handled 5. Cancellation 6. General terms FAQ
The 7-day rule — please read first
Any request for a refund must be submitted to info@eicra.com within 7 (seven) calendar days of the date on which the service was taken.
After 7 days, no refund will be issued under any circumstances. The 7-day period is a strict deadline, not a guideline. Claims received on day 8 or later cannot be considered, regardless of the reason for the delay.
A claim is only valid if it is made by email. Verbal requests, phone calls, WhatsApp or social media messages, and notes passed to individual staff members do not start the clock and are not treated as claims under this policy.
Which services it covers, how it sits alongside a signed agreement, and the words used throughout.
This Refund Policy applies to all services purchased from EICRA Soft Limited (eicra.com). Our main business is agentic AI business automation; the full list of covered services is below.
| Group | Services |
|---|---|
| Automation and Agents | Workflow Automation · AI Integrations · Human-in-the-Loop · Agentic AI Consulting · AI Agent Development · AI Orchestration · Dedicated Development Team |
| AI Marketing | AI Content Editing · Prompt Strategy · Custom Writing Prompts · Brand Personality Design · Email Marketing Personalisation · Campaign Management · Ad Bidding and Automation |
| AI Assurance | Output and Model Validation · AI Code and Quality Verification · Risk and Governance Documentation · EU AI Act Documentation · Evidence and Traceability Documentation · AI Oversight for Payroll, AP and EOR · Error and Incident Documentation |
| Data Analytics | Data Analytics · Data Visualisation · Data Science and Machine Learning · Data Engineering for AI-Ready Data · Data Quality and Cleansing |
| IT and Engineering | Software Development · API Integration · Legacy Modernisation · AI Code Cleanup · Application Modernisation · Maintenance and Support |
| EOR and Workforce | Employer of Record, staffing, work permits, payroll administration, corporate registration and related workforce services |
This policy sits alongside our Terms and Conditions. Where a signed scope document, service agreement or written quotation contains refund terms specific to your engagement, those terms take precedence over this page for that engagement. In all other cases this policy applies in full.
By engaging our services, making a payment or accepting a quotation, you confirm that you have read and accepted this policy.
| Term | Meaning |
|---|---|
| Date the service was taken | The date on which the service was delivered, commenced or made available to you — whichever is earliest. For recurring monthly services, each monthly cycle is a separate service date. |
| Service fee | The amount charged by EICRA for its own work, shown separately on the invoice from any pass-through amounts. |
| Pass-through amounts | Money collected from you and paid onward to a third party — AI model usage fees, platform subscriptions, third-party licences, employee salaries, statutory deductions and government fees. |
| Scope | The written scope document or statement of work setting out deliverables, exclusions, acceptance criteria, timeline and price for your engagement. |
| Acceptance criteria | The measurable tests written into the Scope that a deliverable must pass, including any accuracy threshold for an AI system. |
One deadline, applied uniformly to every client, every service and every amount.
| Requirement | What it means |
|---|---|
| Deadline | 7 calendar days from the date the service was taken. Calendar days, not working days — weekends and public holidays are included in the count. |
| Method | Email to info@eicra.com. No other channel starts the claim. |
| Proof of time | The timestamp recorded on our receiving mail server determines whether a claim is inside the window. |
| After day 7 | No refund is issued. This applies regardless of the reason for the delay, including illness, travel, staff turnover at the client, or email delivery failure on the sender’s side. |
| Recurring services | Each monthly cycle carries its own 7-day window, counted from that cycle’s service date. |
A claim is complete — and the review only begins — when all of the following are provided.
If your first email is incomplete we will tell you what is missing. Provided the original email arrived inside the 7-day window, supplying the missing information afterwards does not invalidate the claim.
Stated plainly, including the AI-specific cases most suppliers leave vague.
Where a claim is made inside the 7-day window and upheld on review, a refund may be issued in these circumstances.
Non-refundable in all cases. In most instances the money has already left our hands and cannot be recovered.
When an automation runs, prompts are sent to a model provider and tokens are consumed. That charge is metered by the provider and billed either to your own account or passed through on our invoice at cost. Once tokens are spent the money is the provider’s, not ours to return. The same applies to platform subscriptions for a period that has already run.
This is why the Scope separates our service fee from pass-through amounts before you pay: so the distinction is visible in advance rather than argued about afterwards.
AI systems produce probabilistic output. We do not warrant perfection; we warrant that a delivered system meets the accuracy threshold written into the Scope, measured on the agreed test set.
If the system misses that threshold, the first remedy is rework at no extra cost until it passes. A refund becomes available only where the threshold cannot be met and the deliverable therefore cannot be used for its agreed purpose.
Output you simply dislike, but which meets the agreed threshold, is not a refundable event. If accuracy matters more than the threshold you accepted, raise it at scoping stage — before the build — not on day six.
Five steps, each in writing, so there is a record on both sides.
| Step | What happens |
|---|---|
| Acknowledgement | We confirm receipt of your email and record the date and time it arrived |
| Review | We examine the claim against the Scope, the invoice, the work performed, the acceptance test results and any evidence you supplied |
| Clarification | Where necessary we come back with questions; prompt replies keep the review moving |
| Decision | We issue a written decision explaining the outcome and the reasoning, whether the claim is upheld, partially upheld or declined |
| Payment | Where a refund is approved it is processed to the original payment method, in the original currency of payment |
Where part of an engagement was delivered correctly and part was not, a proportionate refund may be issued against the portion not delivered. The calculation and its basis are set out in the written decision.
Bank charges, remittance fees and any currency conversion difference arising on the return of funds are borne by the party incurring them and are not added to the refunded amount. Where a refund is approved after work has partly been performed, the value of that work and any pass-through amounts already spent are deducted.
Cancelling a service is not the same as claiming a refund. The two are governed differently.
Notice periods, final invoicing and handover obligations for ongoing engagements — including managed AI operations and EOR services — are governed by your service agreement and our Terms and Conditions, not by this page.
Where you cancel an ongoing service, fees already invoiced for cycles that have been delivered remain payable. A cancellation does not create a right to a refund of past cycles, and the 7-day rule continues to apply to any claim about an individual cycle.
If you intend to dispute a charge, please raise it with us first. Initiating a chargeback or payment reversal without first submitting a claim under this policy may result in suspension of services while the matter is resolved, and does not extend or pause the 7-day window.
Which law applies, how this page changes, and where to send a claim.
This policy is governed by the laws of Bangladesh. Any dispute arising from it is subject to the jurisdiction of the courts of Bangladesh, or to arbitration in Dhaka where our Terms and Conditions or your signed agreement so provide.
| Detail | Information |
|---|---|
| Claims email | info@eicra.com — the only channel that starts a claim |
| Legal name | EICRA Soft Limited |
| Registered office | JCX Business Tower, Plot 1136/A, Japan Street, Block I, Level 5, Suite G, Bashundhara R/A, Dhaka 1229, Bangladesh |
| Telephone | +880 1917 746550 — for questions, not for claims |
| RJSC registration | E67073(4565)/07 |
| Related pages | Terms and Conditions · Privacy Policy |
Questions before you commit? If any part of this policy is unclear, ask before engaging the service rather than afterwards. We would far rather answer a question at the quotation stage than decline a claim on day eight.
FAQ
Short, checkable answers. If your question is not here, ask before you buy.
Seven calendar days. Every refund claim must reach EICRA Soft Limited by email at info@eicra.com within 7 calendar days of the date the service was taken. Weekends and public holidays count. After day 7 no refund is issued, whatever the reason for the delay.
By email only, to info@eicra.com. Include your company name, the authorised person making the claim, the invoice number and payment date, the specific service concerned, and a clear statement of what went wrong with any supporting evidence. Phone calls, WhatsApp messages and verbal requests do not start the clock.
All services on this site: the AI Services menu — automation and agents, AI marketing, AI assurance, data analytics, and IT and engineering — together with EOR and workforce services. Where a signed scope or service agreement contains its own refund terms, those terms govern that engagement.
No. Model provider charges, automation platform subscriptions and any third-party licence bought in your name are pass-through or your own costs. Once tokens are consumed or a subscription period has run, that money has left the system and is not ours to return.
Only where the delivered system fails the accuracy threshold written into the signed scope, measured on the agreed test set. AI output is probabilistic; dissatisfaction with output that meets the agreed threshold is not a refundable event. The remedy in that case is rework under the scope, not a refund.
A diagnostic or discovery fee covers work already performed — process mapping, analysis and a written report. Once the report has been delivered it is non-refundable, because the deliverable is the work itself.
Yes. Where part of an engagement was delivered correctly and part was not, a proportionate refund may be issued against the portion not delivered. The calculation and its basis are set out in the written decision.
Raise it with us first. Starting a chargeback or payment reversal without submitting a claim under this policy may lead to suspension of services while the matter is resolved, and it does not extend or pause the 7-day window.
