Refund & Lead Credit Dispute Policy

1. Fair Dealing & Monetization Guarantee

At Bashundhara Companion (MPC Properties Ltd.), we maintain a rigorous standard of monetization transparency. We believe vendors and service technicians should only pay for genuine, high-intent inquiries from verified residents of Bashundhara Residential Area.

2. Lead Credit Dispute & Auto-Refund Mechanism

When a verified vendor or real estate agent is assigned a masked lead, the corresponding lead acquisition fee is deducted from their prepaid account ledger. If an inquiry fails quality standards, vendors are protected by our 48-Hour Dispute Window:

• Wrong or Non-Functional Number: Customer phone number is disconnected, out of service, or belongs to a party who did not initiate an inquiry.
• Out-of-Area Inquiries: Inquiries originating from outside Bashundhara Residential Area (Blocks A to P) that cannot be serviced.
• Duplicate Submissions: Multiple identical inquiries generated by the same user within a 24-hour window.
• Service Mismatch: Request clearly falls outside the vendor's verified category (e.g. electrical wiring lead assigned to a sanitary plumber).

3. Dispute Filing Process & Turnaround Time

To dispute a lead and receive an immediate credit replenishment:

1. Log into your Vendor Dashboard and navigate to the specific lead record.
2. Click "Report / Dispute Lead" within 48 hours of lead receipt.
3. Select the verifiable dispute reason and provide brief call log notes.
4. Our operations team audits the automated dispatch record within 24 business hours.
5. Upon validation, the deducted fee is automatically credited back to your prepaid wallet ledger.

4. Prepaid Wallet Balance Withdrawals

Vendors maintain a prepaid credit balance (in Bangladeshi Taka, BDT) used for lead acquisition. If a vendor chooses to discontinue their service profile on Bashundhara Companion:

• Unspent Balance Refund: Any remaining, unspent funds deposited by the vendor will be refunded in full upon written request.
• Disbursement Channels: Refunds are disbursed to the vendor's original Mobile Financial Service account (bKash / Nagad) or designated Bangladesh bank account within 5 to 7 business days.
• Bonus Credits: Promotional credit balances or system-granted sign-up bonuses are non-withdrawable.

5. Resident Payments & Direct Transactions

Bashundhara Companion does not currently hold customer service payments in escrow. Direct payments for domestic home services (e.g. technician visit charges, materials) and real estate lease deposits are settled directly between residents and vendors.

In the event of a dispute regarding service quality, residents can submit a complaint to our community moderation team (support@bashundharacompanion.com). While MPC Properties cannot reverse direct cash or peer-to-peer MFS transfers, we take immediate disciplinary action, including rating downgrades, badge revocation, or permanent vendor banning.

6. Support & Billing Inquiries