Support

Contacting support#

If you have questions, complaints, or requests relating to these Terms or the Services, please contact us at:

If your question is about a specific transaction, please have the following ready when you get in touch:

• Transaction ID
• Date of the transaction
• Amount
• Reason for the complaint

Reporting a problem with a transaction#

Different problems have different reporting windows. Report as early as you can — the periods below are the outer limits.

When a refund may be issued#

A refund or correction may be considered where, for example, your Account was incorrectly debited or credited due to Mukto Pay’s error, a transaction failed to be completed due to a system error on our end, or you paid successfully but a merchant’s system did not reflect the payment. A refund request will generally not be honored where you entered incorrect account or transaction details, shared your PIN/OTP/security details with someone else, or where the issue results from the underlying merchant’s failure to deliver goods or services (in which case you should raise the matter with the merchant, who may need to authorize or facilitate any refund through Mukto Pay).

Approved refunds will generally be credited back to your Mukto Pay Account, and may be full or partial depending on the circumstances and any applicable service charges.

How long an investigation takes#

We aim to investigate and resolve complaints, or provide you a substantive update, within 15 business days of receiving your complaint, though complex cases (e.g., requiring merchant confirmation or inter-bank coordination) may take longer, up to a maximum that we will communicate to you.

PIN, OTP and account security#

• If you suspect that your PIN, password, or device has been lost, stolen, or compromised, you must notify us immediately and take steps to secure your Account (e.g., by resetting your PIN); you may be liable for transactions made before you notify us of the compromise.
• Repeated incorrect PIN entries may result in your Account being temporarily locked as a security measure; you will need to verify your identity with us to have it reopened. Please call 16525 for any help.
• You will receive SMS and/or in-app notifications for transactions on your Account. Mukto Pay is not responsible for delayed or non-delivery of such notifications caused by your mobile operator or other circumstances beyond our reasonable control.

Fees and charges#

Fees applicable to Add Money, Send Money, Withdraw Money, Make Payment, and other Services will be displayed within the App or published in our Schedule of Charges before you confirm a transaction. Mukto Pay reserves the right to introduce, change, or waive fees from time to time, subject to Bangladesh Bank guidelines and reasonable prior notice where required by law. Charges levied independently by your bank, card issuer, or mobile operator (for example, credit card surcharges or SMS/data charges) are outside Mukto Pay’s control and are your responsibility.

Transaction limits#

All transactions are subject to minimum and maximum limits (per transaction and/or per day) as shown in the App or otherwise notified to you. Mukto Pay reserves the right to change these limits at its discretion, in compliance with Bangladesh Bank guidelines, and will provide reasonable notice of any material change where required.

Closing your Account#

• You may close your Mukto Pay Account at any time by contacting our support team, provided you first withdraw or transfer any remaining balance; any bonus or promotional balance will be forfeited on closure.
• We may decline to close your Account while an investigation, dispute, negative balance, or hold on your Account is pending.

If you are not satisfied with our resolution#

You may also raise a complaint with Bangladesh Bank or another competent regulatory authority if you are not satisfied with our resolution.

These Terms are governed by the laws of the People’s Republic of Bangladesh. Any dispute arising out of or in connection with these Terms shall first be referred for an amicable resolution between the parties. If the dispute is not resolved within 15 days of being raised, it shall be referred to arbitration in Dhaka under the Arbitration Act, 2001 of Bangladesh, with each party appointing one arbitrator and the two so appointed jointly appointing a third; the arbitral decision shall be final and binding, without prejudice to either party’s right to seek interim relief from a competent court where necessary.