Sohay IELTS
Payments & Cancellations

Refund Policy

At Sohay IELTS (smartsohay.com), we are dedicated to providing the highest quality IELTS preparation experience. Please read our refund guidelines below.

Last updated: October 2026•Processing Gateway: SSLCommerz
48-Hour Guarantee

Eligible for full refund within 48 hours of purchase if zero test credits or AI assessments were utilized.

Duplicate Charges

100% immediate automatic refund in case of double payment or accidental redundant transaction.

Direct Reversal

Refunds are routed through SSLCommerz directly back to your original source (bKash, Nagad, Card).

1Eligible Circumstances for Refund

You are entitled to request a refund under the following verified conditions:

Duplicate or Erroneous Transactions: If your account was charged more than once for a single order due to a network glitch or gateway timeout, the excess amount will be refunded immediately without deduction.
Unused Subscriptions (Within 48 Hours): If you purchase a subscription or mock pack by mistake and notify us within 48 hours of purchase, and have not taken any mock tests or submitted any essays or audio files, you are eligible for a full refund minus minimal third-party gateway processing charges if applicable.
Verified Technical Failure: If our platform suffers an unresolvable server failure that completely obstructs you from taking your exams, and our engineering team cannot resolve it within 72 hours, an appropriate prorated or full refund will be provided.
Speaking Mock Session Cancellations: If you cancel a live 1-on-1 speaking interview appointment at least 24 hours prior to the scheduled slot, you may reschedule free of charge or request a refund for the session credit.

2Non-Refundable Circumstances

Refunds cannot be issued under the following circumstances:

Utilized Test Credits: Once a student has initiated or completed a mock test, generated an E-TRF scorecard, or submitted essays for AI evaluation, the service has been rendered and consumed.
Requests Made After 48 Hours: Any refund request submitted after 48 hours from the time of purchase is ineligible.
Missed Speaking Appointments ("No-Show"): Failure to attend a scheduled live speaking examiner interview without providing at least 24 hours prior notice.
Dissatisfaction with Achieved Score: Because mock band scores and AI assessments reflect individual performance and proficiency, score dissatisfaction does not qualify for a refund.
Account Termination for Policy Violations: Accounts terminated for credential sharing, cheating, abusive behavior, or intellectual property violations will forfeit any remaining balances.

3How to Request a Refund

To submit a refund request, follow these straightforward steps:

  1. 1
    Send an Email: Email support@smartsohay.com with the subject line: [Refund Request] - Order ID / Email.
  2. 2
    Include Transaction Details: Provide your registered email address, date of purchase, SSLCommerz Transaction ID (Tran ID) or bKash/Nagad TrxID, and a brief description of the issue.
  3. 3
    Verification & Resolution: Our finance team will review the transaction logs within 24 to 48 business hours and notify you via email regarding the approval status.

4Payout Method & Timeline

Approved refunds are disbursed through the original payment channel via the SSLCommerz merchant administration panel:

  • Mobile Financial Services (bKash, Nagad, Rocket, Upay): Generally credited back to the customer’s digital wallet within 5 to 7 working days, subject to MFS provider settlement rules.
  • Credit/Debit Cards & Net Banking (Visa, Mastercard): Credited back to the originating bank account or card within 7 to 10 working days, depending on the issuing bank's billing cycle.

5Billing Support & Grievances

If you have questions about an existing charge, invoice, or refund status, reach out to our dedicated billing desk:

Sohay IELTS Billing & Accounts
Address: 2nd Floor, F Haque Tower, Bir Uttam CR Dutta Rd, Dhaka 1205, Bangladesh
Email: support@smartsohay.com
Helpline: 09644347999