Refund Policy

This Refund Policy (the “Policy”) governs all payments made to Shocchol Outsourcing Firm (trade licence no. 02378), which operates PilotsBD (“PilotsBD”, “we”, “us”, “our”), for access to the PilotsBD ATPL question bank and any related services (together, the “Service”). It applies to every subscription plan, renewal and one-time purchase, however the payment is made, including payments made through bKash.

By submitting a payment for any PilotsBD plan, you confirm that you have read, understood and accepted this Policy, and that you agree to be bound by it. If you do not accept this Policy, do not submit a payment; you may continue to use your free account instead.

Registration is free and carries no obligation to purchase. Before paying anything, a free account allows you to:

1. practise 20 questions in every subject we publish, drawn from the same bank paying subscribers use;
2. read the full worked explanation for each of those questions, in both English and Bengali;
3. navigate and use the features of the Service, including practice mode, the exam simulation interface and progress tracking;
4. confirm that the Service works on your own phone, tablet or computer, and on your own internet connection.

This free access is offered precisely so that you can judge the quality, coverage, language, format and technical suitability of the Service for yourself. You are expected to use it before purchasing. A purchase is therefore treated as an informed decision made with full knowledge of what the Service does and does not provide.

All payments made to PilotsBD are final and non-refundable. Once a payment has been verified and access to a paid plan has been activated on your account, no refund, exchange, credit, cancellation or pro-rata adjustment will be issued in any case.

The Service is a digital product delivered in full at the moment your access is activated. For the avoidance of doubt, no refund will be issued in any of the following circumstances, which are examples and not an exhaustive list:

1. you change your mind about the purchase, or purchased by mistake;
2. you do not use the Service, or use it less than you expected to, during your subscription period;
3. you are dissatisfied with the content, difficulty, wording, explanations or presentation of the questions;
4. you sit an examination and do not achieve the result you wanted, whether or not you prepared using the Service;
5. your examination is postponed, rescheduled or cancelled, or your training, employment or immigration circumstances change;
6. you purchased the wrong plan, purchased a longer plan than you needed, or a plan you had already purchased;
7. you lose access to your own device, email account or internet connection;
8. a technical fault, bug, defect or interruption affects the Service (see clause 5, which sets out the remedy that does apply);
9. the Service is unavailable because of scheduled maintenance, or because of an event outside our reasonable control;
10. your access is suspended or terminated because you breached our terms (see clause 7);
11. a plan's price is reduced, or a promotion is offered, after you have purchased.

You may stop using the Service at any time, and you are under no obligation to renew. Plans do not renew automatically; access simply ends when the period you paid for expires.

Stopping use of the Service, or asking us to close your account, before the end of a paid period does not entitle you to a refund, credit or extension for the unused portion of that period.

If the Service is not working correctly for you, we will fix it. Send a report to support@pilotsbd.com with the email address registered to your account, the device and browser you are using, the subject and question involved where applicable, and a screenshot if you are able to provide one. The more detail your report contains, the faster we can reproduce and resolve the fault.

We aim to acknowledge every report and to resolve the reported issue within 72 hours of receiving it. Where a fault requires longer to correct — for example, because it depends on a third party — we will tell you so and keep you informed until it is resolved.

Support and correction of the fault is the remedy we provide for technical issues. A technical issue, bug or defect does not give rise to a refund, whether full or partial.

Clause 3 concerns payments for access that has been delivered. It does not apply to money we received that was never owed to us. If you paid the same amount twice for the same plan in a single transaction sequence, or your payment was verified but access was never activated on your account and we are unable to activate it, contact support@pilotsbd.com within 30 days of the payment. We will return the amount received in error to the bKash number it was sent from, or, at your election, apply it to your account as credit.

This clause is limited to correcting a payment we should not have received. It does not create any right to a refund of a plan that has been activated on your account.

Access to the Service is personal to you and to a single account. We may suspend or terminate access without notice where we reasonably believe an account has been shared, sold or accessed by more than one person; where questions or explanations have been copied, recorded, republished or redistributed; where the Service has been used in or in connection with an examination hall; or where the Service has otherwise been used unlawfully or in breach of our Terms of Service.

No refund of any kind is payable for the remainder of a plan that is suspended or terminated for any of these reasons.

If you believe there is a problem with a payment, contact us first at support@pilotsbd.com so that we can review the transaction with you. Most issues are the result of a mistyped transaction ID or sender number and are resolved quickly.

Where we have reason to believe a payment or reversal is fraudulent, we may suspend access while we look into it. Raising a complaint with us, with your payment provider or with a consumer authority is your right, and doing so is not by itself a reason for us to suspend your account.

We may change our prices, plans and the composition of the question bank at any time. Changes apply to purchases made after the change takes effect and are not applied retrospectively: a price reduction, promotion or new plan introduced after your purchase does not entitle you to a refund, credit or adjustment of the difference.

The question bank is added to and corrected over time. Questions may be revised, replaced or withdrawn where they are found to be inaccurate or out of date. Access to a plan is access to the bank as it stands during your subscription period, not to any specific number of questions.

Nothing in this Policy excludes, restricts or limits any right or remedy available to you under any applicable law that cannot lawfully be excluded, restricted or limited, including consumer protection law in force in Bangladesh. Where any provision of this Policy conflicts with such a law, that law prevails to the extent of the inconsistency, and the remaining provisions of this Policy continue in full effect.

If you are unhappy with how we have handled something, write to support@pilotsbd.comwith the word “complaint” in the subject line. We will look into it and reply within 7 working days. If our answer does not satisfy you, you remain free to take the matter to the Directorate of National Consumer Rights Protection or any other authority or court that has jurisdiction.

We may update this Policy from time to time. The current version is always published on this page with the date on which it took effect. The version of this Policy in force at the time you make a payment governs that payment; a later change does not alter the terms that applied to a purchase already made.

This Policy, and any dispute or claim arising out of or in connection with it, is governed by the laws of the People’s Republic of Bangladesh, and is subject to the exclusive jurisdiction of the courts of Bangladesh.

For anything covered by this Policy — technical reports or payment questions — contact us at:

• Email: support@pilotsbd.com
• WhatsApp: +880 1580-514900
• Or use our contact form.