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Refund and Cancellation Policy

How cancellations, weather rescheduling, advances, sapling replacements and refunds work at Tree Expert Pro.

Effective: 1 August 2026

Last updated: 1 August 2026

Applies to: all bookings

On this page

Overview
Free surveys
Cancelling a booked job
Rescheduling for weather and safety
If we cannot complete the work
Plantation and sapling replacement
Complaints about completed work
How refunds are paid
Contact us

1. Overview

We want every customer to feel that they were treated fairly. This policy explains how cancellations, rescheduling, advances and refunds work for Tree Expert Pro services. It works alongside our Terms and Conditions and your rights under the Consumer Rights Protection Act, 2009 of Bangladesh.

2. Free surveys

Site surveys in our regular Dhaka service areas are free. If you need to cancel a survey appointment, please let us know as early as possible so we can offer the time to another customer. There is no charge for cancelling a free survey.

3. Cancelling a booked job

More than 24 hours before the work day: no charge. Any advance paid is refunded in full.
Less than 24 hours before the work day: we may deduct reasonable costs already incurred, such as equipment hire or saplings purchased specifically for your job, and refund the rest of any advance.
After the crew has arrived on site: if the job is cancelled for reasons within your control (for example, no access or permission not obtained), a call-out charge stated in the quote may apply.

4. Rescheduling for weather and safety

Heavy rain, strong wind, storms, lightning or unsafe conditions may force us to reschedule. When we postpone for safety, there is no charge to you and any advance stays valid for the new date — or is refunded in full if you prefer not to rebook.

5. If we cannot complete the work

If we are unable to complete the agreed work for reasons within our control, you will only pay for the part of the work completed, based on the quote, and any excess advance will be refunded.

6. Plantation and sapling replacement

For customers on one of our plantation aftercare plans, any sapling planted by us that dies within the first 90 days, despite the watering and care guidance being followed, will be replaced free of charge once.
Replacement does not apply to losses caused by theft, animals, construction work, flooding, deliberate damage or lack of watering.
Saplings supplied without planting by our team are not covered by replacement.

7. Complaints about completed work

If you are not happy with the work, please contact us within 48 hours of completion. We will visit, discuss the issue and, where the work does not match what was agreed, return to put it right at no extra cost. Because tree work cannot be “undone”, refunds for completed work are considered case by case.

8. How refunds are paid

Approved refunds are paid using the same method as the original payment where possible — bKash, Nagad, bank transfer or cash — normally within 7 working days of approval. Mobile wallet or bank charges, if any, may be deducted.

9. Contact us

To cancel, reschedule or request a refund, please call or email us with your name, address and job date. This policy was last updated on 1 August 2026.

Tree Expert Pro
59 Eldorado Mia Tower, 1st Floor (C-1), West Agargaon, Sher-e-Bangla Nagar, Dhaka, Bangladesh
Phone: +880 1909-110600, +880 1909-110601
Email: service@treeexpertpro.com

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