1. Scope

This Policy covers defects in digital products and platform services provided by BajuTech, including Easy Commerce web/app access issues caused by our systems, corrupted download packages we published, or paid features that fail to activate after successful payment.

It does not cover merchant-sold physical goods on a customer’s own storefront; those goods are governed by that merchant’s policies.

2. What qualifies as a replaceable defect

• Paid plan features not activating after confirmed successful payment.
• Official app/APK packages distributed by us that fail to install or run due to a packaging defect we introduced (not due to unsupported devices or user-modified OS).
• Account access loss caused by a verified platform fault (not forgotten passwords or user-side device issues).
• Corrupted invoice/export templates or system files we supplied that cannot be used as documented.

3. What is not covered

• Issues caused by unsupported devices, outdated OS versions, or third-party apps.
• Misconfiguration by the customer, deleted data, or revoked user permissions inside the customer’s organization.
• Outages of third-party payment providers, telecom SMS gateways, or internet service providers outside our control.
• Unauthorized modifications, reverse engineering, or jailbroken/rooted environments when that is the cause of failure.
• Cosmetic preferences or feature requests that are not defects.

4. Replacement remedies

Where a covered defect is confirmed, we will provide one or more of the following remedies at our discretion and as appropriate:

• Restore or re-provision service access (functional replacement of digital access).
• Provide a corrected software build / download package.
• Extend the subscription period to compensate for verified downtime attributable to us.
• If replacement/restoration is not reasonably possible, process an eligible refund under the Refund & Return Policy.

5. Request timeline

Please report defects within seven (7) calendar days of discovering the issue, and no later than thirty (30) calendar days after the related purchase or billing event, whichever is earlier, unless a longer period is required by law.

Contact support@bajutech.com or +880-1643038855 with your account details, payment reference, device/browser info, and a clear description (with screenshots/logs if available).

6. Assessment and fulfillment

We aim to acknowledge replacement requests within one (1) business day and complete assessment within seven (7) business days. Approved digital replacements (access restore or corrected package) are typically fulfilled within three (3) business days after approval.

7. Evidence and cooperation

Customers must reasonably cooperate with troubleshooting. If we cannot reproduce a claimed defect after good-faith investigation, we may decline replacement while still offering support guidance.

8. Governing principles

This Policy is administered under the laws of the People’s Republic of Bangladesh and should be read with our Terms & Conditions, Refund & Return Policy, Return Policy, and Privacy Policy.

9. Contact

• BajuTech
• Address: Section - 11, Block - A, Main Road - 3, Plot 8, Mirpur, Pallabi Dhaka 1216; Mirpur PS; Dhaka-1216; Bangladesh
• Email: support@bajutech.com
• Phone: +880-1643038855
• WhatsApp: +880-1332106696
• Website: https://staging.bajutech.com
• Support hours: Sunday–Thursday, 10:00 AM – 6:00 PM (Bangladesh Standard Time)