বাতিলকরণ ও রিফান্ড নীতিমালা

What is a Refund?

A refund refers to the return of payment made by a learner when they are unable to properly access a course due to verified technical issues on the Torchbearer app/website, do not receive the resources promised with the course, or have mistakenly purchased the wrong course.

All refund requests are subject to a verification and approval process by Torchbearer.

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How to Request a Refund

If you have paid for an individual course or a bundle course, you may request a refund within 48 hours of your payment.

To request a refund, please follow the steps below:

1. Call our customer support numbers:
   01521762996 or 01722672537 (available during service hours).

2. Clearly mention:

   • The email address and/or phone number used during registration

   • The course name

   • The reason for requesting a refund

⚠️ Refund requests will only be considered valid if the customer contacts Torchbearer within 48 hours of purchase using the registered contact details.

N.B.: Refunds do not apply to e-books or downloadable-only products.

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Refund Processing Time

• Approved refunds will be processed within 7–14 working days.

• Refunds will be issued to:

  • The original payment method, or

  • As a voucher, depending on the case and company discretion.

• Once processed, a confirmation will be sent via SMS or email to the registered contact details.

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When is a Refund NOT Applicable?

A refund request will not be accepted in the following cases:

• The request is made after 48 hours from the date of purchase.

• The learner has already earned a course certificate within the 48-hour period.

• A refund request was made within 48 hours, but the learner completed the course or earned a certificate within the next 7 days.

• The learner continues course activities after submitting a refund request, including:

  • Watching videos

  • Attempting quizzes/tests

  • Downloading course materials

• If more than 5% of paid/premium video content has been accessed before requesting a refund.

• If the purchased product is an e-book or non-refundable digital content.

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When is a Refund or Course Transfer Applicable?

A refund or course transfer may be applicable under the following conditions:

• Wrong course purchased by mistake

• Desire to switch to another Torchbearer course

• Torchbearer fails to provide the promised course resources

• Mistaken purchase of a live class instead of a recorded class, or vice versa

Course Transfer Policy

• If the new course price is higher, the learner must pay the additional amount.

• If the new course price is lower, the remaining amount will be refunded via the original payment method or voucher.

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What Happens After a Refund Request?

• Once a refund request is submitted, the enrolled course will be temporarily locked.

• If the refund is approved:

  • The learner will be unenrolled from the course

  • All course progress will be permanently removed

• If the learner purchases the course again, they must start from the beginning.

If the refund amount is not received after 14 working days, please contact our support numbers.

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Policy Updates

Torchbearer reserves the full right to modify, update, or change this Cancellation & Refund Policy at any time based on business needs and case-by-case situations.