Refund & Return Policy
What to expect if you paid by mistake, want a refund, or need to cancel — including how long each payment method takes.
Last updated 24 August 2026
Stepping sells no physical goods, so there is nothing to return by post. This policy covers money: donations, and payments for screening or therapy services. It forms part of our Terms & Conditions.
When a refund applies
- Mistaken donations. If you donated by mistake or gave the wrong amount, ask within14 days and we will refund it in full. We would rather return money than keep money someone did not mean to give.
- Duplicate charges. If you were charged more than once for one payment, the duplicate is refunded in full, at any time.
- Failed payments. If money left your account but we did not receive it, we trace the transaction with the gateway and either deliver what you paid for or refund it.
- Services not delivered. If you paid for a screening or session that Stepping could not provide, you receive a full refund.
- Cancelling a service. Cancel a booked screening or session at least24 hours before it starts for a full refund. Later cancellations, or missed appointments, may be rescheduled once free of charge instead.
When a refund does not apply
- A donation you intended to make, after the 14-day window.
- A service that has already been delivered in full.
How to ask
Email steppingbd@gmail.com or call +880 1711-727096 with your name, the date, the amount and the transaction reference from your receipt. We acknowledge every request within2 working days and tell you the decision within 7 working days.
How long it takes
Refunds always go back to the payment method you used. After we approve a refund:
- bKash, Nagad, Rocket and other mobile wallets — usually within 3 working days.
- Local debit and credit cards — 7 to 10 working days, depending on your bank.
- International cards — 10 to 15 working days, depending on the issuing bank.
- Bank transfer — 3 to 5 working days.
The gateway's own transaction fee, where one was charged, is not refundable except for duplicate or failed payments.
Recurring donations
You can cancel a monthly donation at any time by emailing us; it stops before the next payment date. Payments already taken are not refunded unless one of the cases above applies.
Contact
Plot-67, BNS Center, 7–9 Sector-07, Uttara, Dhaka-1230, Bangladesh.
+880 1711-727096 ·steppingbd@gmail.com