Refund Policy

Oishia Inc. ("Oishia," "we," "us," or "our") strives to provide a high-quality commerce platform that delivers real value to your business. We understand that circumstances change, and we aim to be fair and transparent in how we handle refund requests. This Refund Policy applies to all subscription plans and purchases made directly through Oishia. It forms part of your agreement with us and should be read together with our Terms of Service and Privacy Policy. All refund requests are subject to the conditions outlined in this policy. We reserve the right to make final decisions on refund eligibility at our discretion, consistent with this policy and applicable consumer protection laws.

All Starter, Growth, and Business plans include a 14-day free trial with full platform access. • No payment is collected during the free trial period. • No credit card is required to start your trial. • You may cancel at any time during the trial period without incurring any charge. • If you cancel before the trial ends, your account will be deactivated immediately and no invoice will be issued. We strongly encourage all prospective customers to fully explore the platform during the free trial period before committing to a paid subscription.

Monthly subscription fees are billed at the start of each billing cycle and are prepaid for the month ahead. No Partial-Month Refunds Monthly subscriptions are non-refundable once the billing period has commenced. If you cancel a monthly plan mid-cycle, your access will continue until the end of the current period, but no refund will be issued for the unused portion of that month. Cancellation Timing To avoid being charged for the next month, you must cancel your subscription before your next billing date. Cancellation can be done at any time from your account settings under Billing & Subscription. Exceptions We may consider refunds for monthly charges in exceptional circumstances, including: • Duplicate charges resulting from a billing error on our part • A charge made after a confirmed cancellation • Technical failures that prevented access to the platform for a significant portion of the billing period (assessed on a case-by-case basis) To request a refund under an exception, contact us within 7 days of the charge at [email protected] with your account details and a description of the issue.

Annual subscriptions are billed upfront for a full 12-month period at a discounted rate. 30-Day Money-Back Guarantee If you are not satisfied with the platform, you may request a full refund within 30 days of your initial annual subscription payment. After 30 days, annual subscription fees are non-refundable. To qualify for the 30-day money-back guarantee: • The request must be submitted within 30 calendar days of the first payment date • This applies to first-time annual subscribers only (not renewals) • The account must not be in violation of our Terms of Service or Acceptable Use Policy After 30 Days Refunds are not issued for annual subscriptions cancelled after the 30-day window. If you cancel an annual plan after 30 days, your access will continue until the end of the 12-month subscription period — you will not be charged again at renewal if you cancel before the renewal date. Annual Renewal Refunds Refunds for annual renewals are not provided. If you do not wish to renew, you must cancel your subscription at least 24 hours before the renewal date. You will receive a renewal reminder email 30 days and 7 days before your renewal date.

Enterprise plans are governed by a separate Master Service Agreement (MSA) or Subscription Agreement negotiated between you and Oishia. Refund terms for Enterprise customers are as specified in that individual agreement. In the absence of a specific refund clause in your Enterprise agreement, the following defaults apply: • Refunds are not provided for Enterprise subscription fees once the contract period has begun. • Early termination fees may apply as specified in your contract. • Setup, onboarding, and professional services fees are non-refundable once the relevant services have been delivered. If you have questions about your Enterprise contract's refund provisions, please contact your dedicated account manager or email [email protected].

Certain features or services may be available as paid add-ons or one-time purchases outside of your base subscription, including but not limited to: • Additional user seats • Extra storage or data capacity • Professional services (onboarding, data migration, custom training) • Third-party integration setup fees Refund eligibility for add-ons and one-time purchases: • One-time purchases are generally non-refundable once delivered or activated. • Professional services fees are non-refundable once work has commenced. • Additional user seats purchased mid-cycle are non-refundable for the current billing period. • If an add-on was purchased in error and has not been used or activated, contact us within 48 hours of purchase and we will assess your request.

If you believe you have been charged incorrectly or in error, please contact us immediately at [email protected]. We take billing accuracy seriously and will investigate all reported discrepancies promptly. Eligible billing error scenarios include: • Duplicate charges for the same subscription period • Charges after a confirmed cancellation • Incorrect plan pricing applied to your account • Charges for a plan you did not select or authorise We will investigate and respond within 5 business days. If an error is confirmed, a full refund or account credit will be issued within 10 business days, depending on your payment method and bank processing times. Please include the following when contacting us about a billing error: • Your registered email address • The charge date and amount • A brief description of the discrepancy

Approved refunds are processed as follows: Refund Method Refunds are returned to the original payment method used at the time of purchase. We are unable to issue refunds to a different card, bank account, or payment method. Processing Time • Credit / debit card refunds: 5–10 business days to appear, depending on your card issuer. • Bank transfer refunds: 7–14 business days. • Mobile money refunds: 3–7 business days. Oishia initiates approved refunds within 3–5 business days of approval. Processing time beyond that is determined by your bank or payment provider and is outside our control. Account Credits In some cases, we may offer an account credit instead of a cash refund. Account credits can be applied to future subscription fees or add-ons and do not expire for 12 months from the date of issue. Account credits are non-transferable and have no cash value. Currency Refunds are issued in the original currency of the transaction. If exchange rates have fluctuated, the refunded amount in your local currency may differ slightly from the original charge.

The following are explicitly non-refundable under all circumstances: • Monthly subscription fees after the billing period has commenced • Annual subscription fees after the 30-day money-back window has closed • Annual renewal fees (you must cancel before the renewal date) • Professional services and onboarding fees once work has commenced • One-time setup fees • Fees for plans cancelled due to violation of our Terms of Service or Acceptable Use Policy • Taxes and government-levied charges collected on our behalf • Fees paid under a negotiated Enterprise contract (unless specified otherwise in that contract)

We encourage customers to contact us directly at [email protected] before initiating a chargeback with their bank or card issuer. In most cases, we can resolve billing disputes faster and more simply than the chargeback process. If you initiate a chargeback that we determine to be invalid or unwarranted based on this Refund Policy, we reserve the right to: • Suspend or terminate your account pending resolution • Provide evidence of the transaction and usage to your bank • Charge an administrative fee to cover dispute handling costs Fraudulent chargebacks may result in permanent account termination and may be referred to appropriate legal authorities.

You may cancel your subscription at any time without penalty (subject to the refund terms above): 1. Log in to your Oishia account 2. Navigate to Settings → Billing & Subscription 3. Click "Cancel Subscription" and follow the prompts 4. You will receive a confirmation email within a few minutes Your access to the platform will continue until the end of your current billing period. After cancellation, no further charges will be made. If you experience difficulty cancelling, contact our support team at [email protected] and we will process the cancellation on your behalf within one business day.

For all refund requests, billing questions, or payment disputes, please reach out to our billing team: Email: [email protected] Response time: Within 2 business days Please include your registered email address and a description of your request so we can assist you as quickly as possible. For general support enquiries: [email protected] For enterprise contract queries: [email protected] Oishia Inc. Dhaka, Bangladesh https://oishia.com