Refund Policy

1. What this policy covers

Money paid to Exportain comes in two kinds, and they are treated differently.

• Membership payments — the monthly subscription a seller or provider pays for capacity on the platform. Exportain keeps this.
• Service-order payments — money a customer pays for a trade service ordered online. Exportain holds this until the order finishes.

This policy does not cover money paid directly between two companies — a buyer paying a supplier for goods, or a customer paying a provider offline. Exportain never receives that money and cannot return it.

2. Trades in goods between buyers and suppliers

Exportain does not hold money for a trade in goods. Payment is agreed and settled directly between the buyer and the supplier on the terms recorded in the accepted quotation.

Because Exportain is not a party to that payment, it does not refund goods, samples, deposits or freight, and it does not guarantee that a supplier will refund a buyer. Agree refund terms in writing with the other company before any money moves.

If a supplier does not honour accepted terms, contact us with the order reference. We review the recorded RFQ, quotation and message history, and we may suspend or remove an account that breaches the Terms of Use. That is an account action, not a financial remedy.

3. Membership payments

Membership payments are not refunded. There is no partial refund, no pro-rata refund and no refund of unused days. You control what you spend by cancelling, which stops all future charges.

Cancellation is immediate. Your paid plan ends at once, your company returns to the Free plan of that membership, and the remainder of the month you paid for is neither refunded nor carried over.

A downgrade forfeits what is left. Move to a cheaper plan and you pay that plan's full monthly price on a new cycle; the unused part of the plan you are leaving is not credited and not refunded.

An upgrade credit is not a refund. When you upgrade mid-month the unused part reduces what you pay for the new plan. It is only ever a reduction — never paid out as money, and never able to take what you owe below zero.

A failed payment is not refunded, because it was never collected. Your plan continues for the rest of the period already paid for and is then cancelled. Returning later starts a new subscription at the full price on a new cycle.

A free period is neither refundable nor transferable, because nothing was paid for it.

Nothing is deleted when you stop paying. Listings, products, documents, leads, messages and orders remain; capacity beyond your new plan is withheld or archived rather than removed. The one exception — a provider service listing withheld because a paid plan ended, which may be deleted after 15 days and two emailed notices — is set out in full in the Payment and Membership Terms.

A charge made in error is returned. If you are billed twice for the same month, or for a plan you did not buy, contact billing@exportain.com with the date and amount. This is the only circumstance in which a membership payment comes back, it is handled by a person, and there is no automated route to it.

4. Service orders paid online

When you pay for a service order online, Exportain holds the money. It is not the provider's until the order is completed and released.

Money held for a service order comes back to you in two circumstances:

• an administrator refunds the order while the funds are held, before any release is approved; or
• a dispute is decided in your favour.

A refund of a service order is always the full amount. Partial refunds are not offered. An order is either released to the provider in full or returned to the customer in full.

A refund goes back to the card that paid. It cannot be sent to a different card or to a bank account, and it is returned in the currency it was charged in.

Once an order has been released and the provider paid, Exportain no longer holds the money and cannot return it. Any claim after that point is between you and the provider.

Exportain does not hold money indefinitely. If an order is still held 90 days after you paid and neither side has acted, it is passed to a person at Exportain and both parties are told. That step does not refund you and does not pay the provider — a person decides.

Cancel a service order before paying and there is nothing to refund and nothing owed. For an order you agreed to pay offline, Exportain never receives the money, cannot return it, and this policy does not apply to it. Exportain pays no interest on money it holds.

5. Disputes about a service order

Either party — the customer or the provider — may raise a dispute. Raising one freezes the money; nothing is released or returned while it is live.

You must state a category and describe what went wrong. Both parties may upload evidence: images, video, audio or documents.

Exportain reviews the evidence and decides one of two outcomes — the full amount released to the provider, or the full amount returned to the customer. Exportain aims to decide within 14 days of the dispute being raised, and if that target is missed the money simply stays frozen — nothing is decided in either party's favour by the delay. That decision resolves what happens to the money Exportain is holding. It does not decide any other right or claim between you and the other company.

6. How to ask

Service orders. Raise a dispute on the order, or contact support@exportain.com before the funds are released. Once released, the money is outside Exportain's control.

Memberships. Cancel in your dashboard to stop future charges. For a charge you believe was made in error, contact billing@exportain.com with the date, the amount and the account concerned.

There is no self-service refund button for a membership, because there is no membership refund.

For a quick answer, me@exportain.com reaches the owner directly.

WhatsApp, messages only. +880 1351 272596 takes written messages and is not a voice line. It is the quickest way to reach a person, but a message there is not a formal notice under these terms — anything that has to be on the record goes by email to the address above.

7. Your card issuer

If you paid by card you have rights with the bank that issued it. Those rights exist independently of this policy, and nothing here limits, waives or replaces them.

If you do raise a chargeback, Exportain will answer your issuer with its records of the transaction — what was bought, what was delivered and what was agreed. We would rather answer the question directly; contacting us is usually faster.

8. What this policy does not offer

Stated plainly, so that nobody relies on something that does not exist:

• no refund of a membership charge for a month already begun;
• no pro-rata refund on cancellation;
• no credit for the unused part of a plan you downgrade away from;
• no cooling-off period after a membership charge;
• no partial refund of a service order;
• no automatic refund on any timer — an order left untouched for 90 days goes to a person at Exportain, which is a review and not a refund;
• no refund of money paid directly to another company off the platform.

9. Changes

This policy may be updated. The date at the top records the current version, and the version that applies to a payment is the version published when that payment was made. A material change to fees or refund terms for a paid plan is communicated to affected account holders by email before it takes effect.

A dispute between you and Exportain about this policy follows section 16 of the Terms of Use.