Scheduled appointments and punctuality

When you book, we reserve a dedicated slot for you. We start on time and ask the same of clients.

• Grace period. We wait up to 10 minutes. After that the meeting is marked as a no-show and may be concluded.
• No-shows and late arrivals. Non-refundable. Rebooking requires a new payment.
• Professional conduct. We may end a meeting if abuse or misconduct occurs; the fee remains non-refundable.

Cancellations and rescheduling: the 24-hour rule

To avoid charges, cancel or reschedule at least 24 hours before your appointment.

• How. Use the link in your confirmation email or calendar invite, reply to the confirmation email, or email info@trw.co.
• Late cancellations. Cancellations made less than 24 hours before the appointment are non-refundable. For example, if you book at 10:00 am for a 5:00 pm slot the same day, no refund is available, because the lawyer's time is already reserved for you.
• Wrong booking. No refund is available if you book the wrong service or lawyer, for example a Bangladesh associate consultation for an international immigration matter.
• Group sessions. All attendees must reschedule within the window; otherwise the session goes ahead or is forfeited.

Refund eligibility, fees and method

• Eligible refunds. If you cancel at least 24 hours before your appointment, we refund the consultation fee less the 10% processing deduction below.
• 10% processing deduction. The SSLCommerz payment gateway fee (2.5%) and our operational charge for the booking platform (7.5%) are non-refundable, so 10% is deducted from every refund. For example, on a booking of BDT 1,000 you receive BDT 900; on BDT 2,500, BDT 2,250; on BDT 5,000, BDT 4,500.
• Timing. We initiate eligible refunds within 72 hours. Your bank, card issuer or mobile wallet may take longer to show the credit.
• Method. Refunds go to the original payment method and currency wherever possible.
• Chargebacks. Please contact us first. Unwarranted chargebacks may be contested and can incur administrative costs.

Consulting and fixed-fee work (questionnaires)

We start work once you submit the required intake form or questionnaire. From that point:

• No edits. Submitted information fixes the scope. New information or changes may need a new engagement or a paid revision.
• No refunds. Fees paid up to submission are earned, because time has been allocated and work has begun.
• Outstanding balances. Any remaining fees fall due on delivery of the agreed scope.

Bundles, packs and multi-service packages

• Non-refundable once started. When work begins on any included service (for example the first session is booked or a questionnaire is submitted), the package becomes non-refundable.
• Unused packages. If no service has been used or started, you may request a refund, less the 10% processing deduction where it applies.
• Expiry. Sessions in a pack must be used within the stated validity period unless we extend it in writing.

Government, third-party and disbursement costs

Amounts paid to third parties are generally non-refundable once incurred, including:

• Government fees, duties, levies and official filing charges
• Translation, notarisation, courier, legalisation and attestation costs
• External expert, registry or search fees

Exceptions and compassionate consideration

At our discretion we may offer a credit or rescheduling in a genuine emergency:

• Medical emergency, bereavement or documented force majeure
• We may ask for evidence. Decisions are made case by case and do not set a precedent.

How to request a refund

1. Email info@trw.co with the subject “Refund request – [your name]”.
2. Include the email used to book, the appointment date and time, the transaction ID and the reason.
3. We confirm receipt and initiate eligible refunds within 72 hours.

Prefer to keep the consultation? Reschedule instead of cancelling, at least 24 hours ahead.

Currency, exchange rates and cross-border payments

• Refunds are processed in the original payment currency wherever possible.
• Exchange-rate differences, card-issuer fees and bank charges are borne by the client.

Disputes and governing law

This policy is governed by the laws of Bangladesh. We encourage amicable resolution first; failing that, either party may pursue the remedies available under applicable law.

Policy updates

We may update this policy to reflect changes in our process, regulation or payment platforms. The current version is always published on this page.

Last updated: 29 October 2026