Manual payment is reviewed by our team before digital order fulfillment.Shop digital products•
SUBSTRANGERSUBSTRANGER

Refund & Warranty Policy

Transparent Warranty, Replacement & Refund Guidelines

At Substranger, we are committed to providing reliable digital subscriptions and transparent terms. We want every customer in Bangladesh to purchase with complete peace of mind, knowing that their subscription is backed by clear warranty terms and prompt customer service.

Please read this policy carefully before placing an order. By completing a purchase on Substranger, you acknowledge and accept the conditions outlined below.

Full Billing-Term Warranty Coverage

All subscriptions, accounts, and digital keys purchased through Substranger include warranty coverage for the entire active billing duration specified in your order (e.g., 1 Month, 2 Months, 3 Months, 6 Months, or 12 Months).

If your subscription experiences an unexpected disruption, logout issue, credential failure, or screen verification error during your active coverage term, our support team will:

  • ✓Troubleshoot and restore access to the existing subscription within 2 to 24 hours.
  • ✓Issue a fresh replacement profile or account if the original cannot be restored promptly.
  • ✓Add extension days to your subscription to compensate for any verified service downtime.

Refund Eligibility & Criteria

Because digital goods, licenses, and subscription credentials are delivered electronically and consumed immediately, standard physical product return rules do not apply. However, refunds are processed under the following specific circumstances:

1. Non-Delivery: If we fail to deliver your digital subscription within 24 hours of successful payment confirmation and no alternative solution has been agreed upon, you are entitled to a 100% full refund.

2. Unresolvable Technical Issues: If a delivered account fails completely and our support team is unable to repair, reactivate, or replace it within 48 hours of your report, you are eligible for a pro-rated refund for the unused remaining days of your plan.

3. Duplicate Payment: If you were charged multiple times for a single order due to gateway error, the duplicate amount will be refunded in full immediately upon verification.

Non-Refundable Circumstances & Warranty Voids

Warranty coverage and refund eligibility become strictly void under the following conditions:

  • •Modifying Master Credentials: Changing the account email, password, payment settings, or profile names on shared accounts.
  • •Simultaneous Screen Abuse: Logging in on more screens than your purchased tier permits (e.g. attempting multiple concurrent streams on a 1-Screen Private Profile).
  • •Reselling or Sharing Credentials: Sharing purchased slot credentials with third parties or unauthorized users.
  • •Change of Mind: Requesting a refund simply because you no longer wish to use the service after credentials have already been delivered and verified active.
  • •Digital Gift Cards: Gift card redemption codes (Apple, Google Play, Steam, PlayStation) are final and non-refundable once revealed.

Refund Methods & Processing Timelines

Approved refunds are disbursed through the original payment method used during checkout:

  • ✓bKash / Nagad / Rocket: Processed within 24 to 72 hours.
  • ✓Debit / Credit Cards: Initiated within 48 hours; bank settlement may take 5 to 10 working days depending on your issuing bank.
  • ✓Store Credit: Instant credit can be issued to your Substranger balance for immediate replacement purchases.

How to Submit a Warranty or Refund Claim

To submit a support ticket or claim for your subscription:

1. Contact our support team via WhatsApp at +8801992416406 or email support@substranger.com.

2. Provide your valid Order ID, registered email, and the phone number used at checkout.

3. Include a clear screenshot or description of the error message encountered.

Our technical support desk operates every day between 11:00 AM and 11:30 PM (Bangladesh Time).