Refund Policy — nsuOne

1. Overview & Student Guarantee

At nsuOne, we are committed to ensuring fair, secure, and transparent academic peer transactions. When you book a tutor or load funds into your wallet, your payment is held securely under platform escrow until services are verified.

2. Eligible Refund Scenarios

Students are eligible for a 100% full refund in the following circumstances:

Tutor Cancellation

If the peer tutor cancels an accepted session before or at the scheduled time.

Tutor No-Show

If the tutor fails to attend the scheduled in-person or online study session without 2 hours prior notice.

MFS Payment Discrepancy

If you were charged twice or paid an incorrect amount via bKash/Nagad/Rocket.

Unresolved Consultation

If a paid consultation appointment cannot be conducted due to administrative cancellation.

3. How Refunds are Processed

Approved session refunds are instantly credited 100% back to your NSU One Wallet balance without deduction. You can immediately reuse your wallet balance to book another tutor, consultation, or request an MFS cash-out to your bKash/Nagad account.

4. How to Submit a Refund Dispute

Log in to your nsuOne Dashboard.
Navigate to Sessions & Bookings.
Locate the affected booking and click "Dispute / Request Refund".
Provide a brief explanation of the issue (e.g., tutor did not attend).
Our operations staff reviews and resolves disputes within 24 business hours.

5. Contact Support

For urgent payment or refund inquiries, contact our MFS payout helpline at +880 1785-872142 or visit the Contact Desk.