Refund & Cancellation Policy
Last updated: November 3, 2026 • Effective immediately
This policy explains what you can buy on Umego, how to cancel, when you get your money back and how to ask for it. Umego (the app and the website at umego.app) is operated by NG1, a sole proprietorship registered in Bangladesh. Contact details are at the end of this page.
In short: if a payment failed, was taken twice or was the wrong amount, you get a full refund. Tell us within 30 days of the payment (7 days after delivery for shop items) at
[email protected]. Approved refunds go back to the original payment method within 7 to 10 working days.
1. What you can buy
- Premium subscriptions — Umego Premium and Nikah Premium, for a fixed period (for example one month). The plan, its benefits, its length and its price in Taka are shown before you pay.
- Paid creator communities — a membership in a community run by a creator on Umego, which unlocks that community's members-only posts and channels for the period you paid for.
- Creator shop purchases — physical products and services sold by independent creators and businesses through their shop on Umego. The seller is responsible for the product, its description and its delivery.
Everything else in Umego is free to use.
2. Where you paid decides who refunds
| You paid through | Who handles cancellation and refunds |
|---|
| Our website (umego.app), by card, mobile wallet or bank through EPS (Easy Payment System) | Us, under this policy |
| The Umego app on iPhone or iPad (Apple In-App Purchase) | Apple, under Apple's refund rules. Request at reportaproblem.apple.com |
| The Umego app on Android (Google Play Billing) | Google, under Google Play's refund rules. Request in your Google Play order history |
| Cash on delivery, or money sent directly to a seller's own bKash or Nagad number | The seller. We did not receive the money and cannot reverse it, but we will help you reach the seller and act on the shop if it breaks our rules |
Umego never sees or stores your card number, mobile-wallet PIN or banking password. Payments on our website are processed by EPS, a payment service provider licensed by Bangladesh Bank.
3. Cancelling
3.1 Subscriptions and community memberships bought on umego.app
These are paid for one period at a time and do not renew automatically. We never charge you again unless you choose to pay for another period. To cancel, simply do not renew. Your access continues until the end of the period you already paid for, then stops.
3.2 Subscriptions bought in the app
App Store and Google Play subscriptions renew automatically until you cancel them. Cancel at least 24 hours before the current period ends:
- iPhone or iPad: Settings → your name → Subscriptions → Umego → Cancel Subscription
- Android: Google Play → Payments & subscriptions → Subscriptions → Umego → Cancel
3.3 Shop orders
You can cancel a shop order yourself from You → Settings → Your orders while it is still waiting for the seller to confirm it. Once the seller has confirmed it, message the seller or email us and we will cancel it if it has not been dispatched. If you paid online, a cancelled order is refunded in full. After dispatch, the refund rules in section 4 apply.
Cancelling stops future payments; it does not delete your Umego account. Deleting your account does not cancel an App Store or Google Play subscription, so cancel that separately.
4. When you get a refund
For payments made on umego.app through EPS, we give a full refund in these cases:
- Failed payment — money left your account or card, but the payment shows as failed, or the subscription, membership or order was never created.
- Duplicate payment — you were charged more than once for the same purchase. We refund every extra charge.
- Wrong charge — you were charged a different amount from the price shown before you paid, or charged for something you did not buy.
- Not delivered — your Premium or community access was not switched on within 24 hours of a successful payment and we cannot fix it.
- Shop order not fulfilled — the seller cancelled the order, the item never arrived, or it arrived damaged or clearly different from its description. For damaged or wrong items, the seller may ask you to return the item first.
4.1 Eligibility window
- Failed, duplicate, wrong or not-delivered payments: ask within 30 days of the payment date.
- Shop items that arrived damaged or different from the description: ask within 7 days of delivery. For items that never arrived, ask within 30 days of the order date.
4.2 What is not refunded
- A subscription or membership period that has already started and worked as described, including a period you used only in part, unless one of the cases above applies.
- Access removed because the account was suspended for breaking our Terms.
- A shop item you simply changed your mind about after dispatch, unless the seller's own return policy allows it.
Nothing in this policy limits a refund you are entitled to under Bangladeshi law.
5. How to request a refund
Email [email protected] with the subject Refund request and include:
- The email address or phone number of your Umego account
- The transaction ID from your payment receipt or SMS
- The date and amount of the payment, and how you paid (card, bKash, Nagad, Rocket, bank)
- What went wrong, with a screenshot if you have one
We reply within 3 working days to confirm we have your request and tell you whether it is approved. If we need more information, we will ask.
6. Processing time
Approved refunds are sent back to the original payment method within 7 to 10 working days: to the same card, the same bKash, Nagad or Rocket account, or the same bank account. We cannot refund in cash or to a different account. Your bank or wallet provider may take a few extra days to show the money.
7. Changes to this policy
If we change this policy, we update the date at the top of this page. A change never applies to a payment made before it.
8. Contact
- Business: NG1 (sole proprietorship)
- Proprietor: MD. MEHEDI HASAN OPU
- Address: Flat 1CD-2, House 49-49B, Haven Nurjahan, Goran Chapra Masjid, Basabo, Dhaka-1219, Bangladesh
- Email: [email protected]
- Website: umego.app
See also our Privacy Policy, Terms of Service and Contact page.
