Refund & Cancelation Policy
1. What These Words Mean
A few key words are used throughout this policy. Here is what they mean.
• "You" or "Client" — the person who books a consultation on Pragyo.
• "Expert" — the verified professional you book your session with.
• "Session" — one scheduled video consultation.
• "Package" — a bundle of two or more sessions bought together at a set price.
• "Completed Session" — both people joined and spent at least half the booked time together.
• "No-Show" — one side did not join within 10 minutes of the start time with no prior warning.
• "Business Days" — Sunday to Thursday, excluding public holidays in Bangladesh.
2. Rescheduling a Session
Plans change. You can move your session to a different time — just do it early enough.
If you want to reschedule:
• Send the request at least 12 hours before your session starts.
• There is no charge for rescheduling.
• You can reschedule the same booking a maximum of 2 times.
• A 3rd reschedule request is automatically treated as a cancellation. Normal cancellation rules will then apply.
If the Expert wants to reschedule:
• They must also give at least 12 hours' notice before the session starts.
• You can accept the new time or choose a full refund.
• If you do not reply within 12 hours of receiving the notification, the new time is automatically confirmed.
⚠ What if the Expert tries to reschedule within 12 hours of the session? That is not allowed. Any Expert reschedule request made within the 12-hour window is automatically treated as an Expert Cancellation. You will immediately receive the choice of a full refund or a free replacement session. See Section 4 for full details. |
3. If You Cancel
Life gets in the way sometimes. Here is what you get back based on how early you cancel.
When You Cancel | What You Get Back |
12 or more hours before the session starts | ✔ Full Refund |
Between 6 and 12 hours before the session | ✔ 50% Refund |
Less than 6 hours before the session | ✘ No Refund |
No-show — did not join and gave no warning | ✘ No Refund |
Your refund is always based on what you actually paid. If you used a discount code, you get back what you paid — not the original full price.
Payment processing fees (bKash, Nagad, card) are deducted from refunds. We cannot recover these fees from the payment companies.
If you cancel or miss 3 or more sessions within any 60-day period, Pragyo may pause your booking access while we review your account. |
4. If the Expert Cancels
You are always protected here. If the Expert cancels — for any reason — you choose what happens next.
Your Options When an Expert Cancels |
|
✔ Full refund of your session fee | We cover the payment processing fees too — you get back every taka you paid. |
✔ Free reschedule | With the same Expert, or an equally qualified replacement chosen by Pragyo. |
Expert No-Show: If the Expert does not join within 10 minutes of the session start time and gives no prior warning, it is automatically treated as an Expert Cancellation. The Expert receives no payment. You receive a full refund.
Pragyo takes action against Experts who cancel or fail to show up repeatedly. Consequences are detailed in the Expert Policy, which all Experts must agree to before joining the platform. |
5. Package Bookings
A Package is a bundle of sessions plus in-app chat access, bought together at a discounted price.
How a Package is structured:
What You Pay For | Share of Package Price |
Video Sessions | 80% of the total price |
Chat Feature Access | 20% of the total price |
Think of chat access like a subscription. Once your package is activated, chat is live and available to you. That 20% portion is a service already delivered — so it is not refundable, even if you cancel early. |
If you cancel a package partway through:
Only the unused session portion is refundable. The chat portion (20%) is always deducted first.
Refund Formula Refund = (Total Amount Paid × 80%) ÷ Total Sessions × Uncompleted Sessions Then apply the session cancellation timing rules from Section 3. The chat portion (20%) is always non-refundable. |
Worked example:
Package: 3 sessions, total price BDT 1,000 You used 2 sessions. 1 session is left uncompleted. You cancel 12+ hours before the next session (so full session refund applies). Refund = (1,000 × 80%) ÷ 3 × 1 = BDT 266 If you cancel 6–12 hours before: 50% of BDT 266 = BDT 133 If you cancel within 6 hours or no-show: BDT 0 (same as Section 3) |
Other package rules:
• You must request a refund while the package is still active. Once it expires, unused sessions cannot be refunded.
• If all scheduled sessions have been delivered, no refund is given for any remaining chat access.
• If the Expert leaves the platform before completing your package, we refund all unused sessions at the standard single-session booking price — which is the higher individual rate, not the discounted package rate. This protects you fully.
6. Session Started but Did Not Finish?
• Expert left before 50% of the session time: You can request a partial refund or a free replacement session.
• You left before 50% of the session time: No refund. The Expert still receives their payment.
• Unhappy with the advice given: This is not a reason for a refund. Professional advice is personal and subjective. We ask you to leave a rating and review — it helps us maintain quality on the platform.
7. Technical Problems
If the problem is on Pragyo's side:
• We offer a free reschedule, or a full refund including processing fees — we absorb those.
• We will notify you within 2 business hours of a confirmed platform failure.
If the problem is on your side (your phone, your internet):
Standard cancellation rules from Section 3 apply. Please check your device and connection before every session.
If the Expert claims a technical issue:
They must contact Pragyo within 1 hour of the missed session start time — with supporting evidence.
If they cannot provide proof, the absence is automatically treated as an Expert No-Show. You receive a full refund.
8. Discounts and Free Sessions
• All refunds are based on the amount you actually paid — never the original undiscounted price.
• Free trial sessions are replaced, not refunded in cash. We give you a new free session instead.
• Gift card refunds go to your Pragyo wallet balance. Wallet balances are valid for 12 months from the issue date.
9. Something Went Wrong? Here Is What to Do
We hope it never comes to this. But if it does, follow these steps in order.
Step | What to Do |
Step 1 (Start here) | Go to your Appointment page inside the app. Tap the Help button next to the booking. Raise your issue from there. You must do this within 7 days of the session. |
Step 2 | Pragyo will acknowledge your complaint within 1 business day. |
Step 3 | We give you a final decision within 5 business days — with full reasoning. |
Step 4 (If needed) | Not satisfied? Escalate by contacting us on WhatsApp: +880 1789 02 11 02 (Business hours: Sun–Thu, 9am–9pm) or by email at support@pragyo.com. We review again within 5 business days. |
⚠ Before you raise a chargeback with bKash, Nagad, or your bank: Please complete our internal dispute process first (Steps 1–4 above). Accounts that skip this process and go directly to a chargeback will be temporarily suspended while we investigate. We reserve the right to contest any chargeback where our process was not followed. |
10. Fraud and Abuse
We take this seriously. The following actions will result in a permanent account ban:
• Submitting false or exaggerated claims to obtain a refund.
• Repeatedly booking and cancelling sessions to exploit the refund window.
• Any attempt to manipulate, threaten, or deceive Pragyo's support team.
Banned accounts may also be reported to relevant consumer protection authorities in Bangladesh.
11. When Will Your Refund Arrive?
Once a refund is approved, here is how long it takes:
Payment Method | Refund Timeline |
bKash | 2 – 5 business days |
Nagad | 2 – 5 business days |
Credit / Debit Card | 5 – 10 business days (depends on your card issuer) |
Bank Transfer | 5 – 7 business days |
Pragyo Wallet | Immediately |
Once we send the refund, we are not responsible for additional delays caused by the payment company.
12. When Things Are Beyond Anyone's Control
Sometimes the unexpected happens. Internet shutdowns. Natural disasters. Declared national emergencies.
When such events affect our service, we will communicate clearly through the app and email.
All pending refunds will be processed as soon as the situation is resolved.
13. When This Policy Changes
We may update this policy from time to time as the platform grows.
• If we make any major changes, we will notify you at least 14 days in advance by email and in-app notification.
• Continuing to use Pragyo after the effective date means you accept the updated terms.
• Sessions booked before a policy change are always governed by the rules in place at the time of booking.
14. Legal Information
This policy is a binding agreement between you and Pragyo. It is governed by the laws of Bangladesh, including:
• Consumer Rights Protection Act, 2009
• Digital Commerce (Business-to-Consumer) Guidelines, 2021
• Information and Communication Technology Act, 2006 (as amended)
Any dispute that cannot be resolved through our internal process will be submitted to the courts of Dhaka, Bangladesh.
If you do not agree with any part of this policy, please do not book sessions on Pragyo.