Return & Refund Policy

Gettracked (“we”, “our”, or “us”) operates a server-side tracking and Conversion API (Meta CAPI, TikTok Events API, Google Ads, GA4) Software-as-a-Service (SaaS) platform. We are committed to fair, transparent service delivery and customer satisfaction.

This Return and Refund Policy sets forth the terms, conditions, and standard timelines applicable when purchasing subscriptions, claiming refunds, or cancelling services through our platform. By subscribing to or purchasing any Gettracked service, you acknowledge and agree to the terms outlined below.

In full accordance with merchant payment gateway standards and applicable consumer protection regulations, Gettracked adheres strictly to a standard processing timeline of 7 to 10 working days for all return and refund claims.

• Disbursement Method: All refunds are remitted directly to the original payment source utilized during checkout (Credit/Debit Card, Bank Transfer, or Mobile Financial Services such as bKash, Nagad, Rocket, Upay via our authorized payment gateway partner SSLCommerz).
• Banking Clearing Window: Once initiated by Gettracked, processing times by the payment gateway and your respective issuing bank or mobile wallet provider typically range from 1 to 3 business days within the standard 7 to 10 working days window.
• Notification: You will receive an email confirmation containing the payment gateway refund reference number as soon as the transaction has been initiated.

We believe in flexible, hassle-free subscription management. Customers may cancel their active monthly or annual subscription at any time without incurring any cancellation penalties:

• Self-Service Cancellation: You can cancel your subscription directly from your user dashboard under Billing & Subscription Settings with a single click.
• Assisted Cancellation: Alternatively, you may email support@gettracked.io with your account details, and our support team will process your cancellation within 24 hours.
• Access Until Cycle End: Upon cancellation, your service will remain fully operational until the end of your current paid billing cycle. Your account will not be billed on the subsequent renewal date.

7-Day Money-Back Guarantee

We want you to evaluate Gettracked with complete confidence. First-time subscribers are entitled to our 7-day money-back guarantee. If you experience technical incompatibility or the service does not perform as expected, you may request a full refund within seven (7) calendar days of your initial subscription purchase.

Duplicate or Erroneous Charges

If your account has been charged multiple times due to a billing system anomaly or payment gateway error, the duplicate transaction will be refunded in full upon verification within the standard 7 to 10 working days timeline.

Unresolved Technical Faults

If a persistent, verified service outage on our Container Node infrastructure prevents you from routing conversion events, and our technical team cannot resolve the fault within a reasonable timeframe, a pro-rata or full refund for the affected period will be granted.

Refunds cannot be granted in the following circumstances:

• Refund requests submitted after the initial 7-day guarantee window has expired.
• Monthly subscription renewals where the customer did not cancel prior to the renewal date.
• Additional event routing allowances or overages that have already been consumed and dispatched to ad platforms.
• Custom dedicated container setups, enterprise server provisioning, or customized developer integration services that have already been delivered.
• Accounts suspended or terminated due to violations of our Terms & Conditions (e.g., fraudulent activity, ad platform abuse, or spam generation).

Claiming a refund is simple and straightforward. Please follow these steps:

1. Submit Your Request: Send an email to support@gettracked.io or billing@gettracked.io with the subject line “Refund Request - [Your Account Email]”.
2. Include Transaction Details: Provide your registered account email, invoice number, and SSLCommerz transaction reference ID, along with a brief explanation of the issue.
3. Review & Approval: Our billing team will inspect your request and respond within 24 to 48 business hours.
4. Completion: Once approved, your refund will be initiated through SSLCommerz and completed within the standard 7 to 10 working days timeline.

All transactions on Gettracked are securely processed through our licensed payment gateway partner, SSLCommerz, using bank-grade 256-bit SSL encryption. In strict compliance with central banking and anti-money laundering (AML) guidelines, all refunds must be returned to the exact same account, card, or mobile wallet from which the payment originated. Cash refunds or third-party transfers are strictly prohibited.

For any questions regarding this Return & Refund Policy or to check the status of an ongoing refund claim, please contact our dedicated team:

• Company Legal Entity: Gettracked Technologies
• Trade License: TRAD/DNCC/011508/2023 (Dhaka North City Corporation)
• Support & Billing Email: support@gettracked.io / billing@gettracked.io
• Official Office Address: House-613, 3rd Floor, Flat-4C, East Kazipara, Mirpur-1216, Dhaka, Bangladesh
• Executive Management: Abdul Ahad (CEO), Russel A Kawser (CMO), MD Alamin (CTO)