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Service Assurance

Replacement Policy

Learn when replacement support may be available for an active digital service and which usage violations make a request ineligible.

Websiteottbd.com
BusinessOTT Bangladesh
Effective Date03 January 2023

Replacement Policy

OTT Bangladesh

Effective Date: 03 January 2023

Replacement Commitment

OTT Bangladesh is committed to providing reliable digital services and reasonable support throughout the active subscription period.

If an account or service becomes inaccessible because of a genuine technical issue that is not caused by the customer, a replacement may be provided during the remaining subscription period.

When Replacement May Be Provided

A replacement may be considered in the following situations:

  • The account or service stops working during the active subscription period.
  • A genuine technical issue occurs for reasons beyond the customer's control.
  • The account becomes restricted because of an internal system-related issue.
  • The delivered access information is confirmed to be invalid or unusable.
  • A working solution cannot be restored within a reasonable timeframe.

Every replacement request is reviewed before approval. A replacement is not issued automatically solely because a request has been submitted.

When Replacement Is Not Provided

A replacement will not be provided in the following situations:

  • The customer violates the applicable account or service usage rules.
  • The password, profile, PIN or access information is shared with another person.
  • The account is accessed from excessive devices, IP addresses or unusual locations.
  • VPN, proxy or location-changing services are misused.
  • The account or service is resold, rented or commercially shared.
  • The customer changes the email address, password or security information without permission.
  • The original platform's rules are violated because of the customer's actions.
  • The account becomes inaccessible because the customer did not follow the provided instructions.
  • The subscription has already expired.
  • The reported issue cannot be verified.

If misuse, unauthorised sharing or a policy violation is detected, replacement eligibility will immediately become void.

Replacement Request Requirements

To request a replacement, the customer may be required to provide:

  • Order ID
  • Registered phone number or email address
  • The affected account or service information
  • A clear description of the issue
  • Relevant screenshots, error messages or supporting evidence
  • Additional verification information requested by our support team

Incomplete, inaccurate or unverifiable requests may be delayed or rejected.

Replacement Processing Time

We make reasonable efforts to process an approved replacement as quickly as possible.

  • Most valid replacement requests are processed within a reasonable support timeframe.
  • Additional time may be required for investigation, verification or account availability.
  • Replacement is not guaranteed to be instant in every situation.
  • Delays caused by the original platform or other third-party systems are outside our direct control.

Customers should keep their contact information active and respond promptly when additional verification is requested.

Subscription Duration

A replacement does not restart, renew or extend the original subscription period. The replacement will normally remain valid only for the unused portion of the original subscription.

Nature of Replacement

A replacement may not always be identical to the original account, profile or access configuration.

Where necessary, OTT Bangladesh may provide an equivalent account, profile, licence or alternative access method with substantially similar service value. The replacement method will depend on service availability, technical conditions and the circumstances of the request.

Repeated Issues and Misuse

Repeated replacement requests involving the same customer, device, network or usage pattern may be subject to additional investigation.

Attempts to obtain multiple accounts, extend subscription duration unfairly or misuse the replacement process may result in service suspension or customer blacklisting.

Final Decision Authority

All replacement requests are reviewed using order information, delivery records, service logs, customer activity and available evidence.

OTT Bangladesh reserves the right to approve, reject or provide an alternative solution when appropriate. All replacement decisions made after internal review are final.

Need replacement support?

Keep your Order ID, account details and relevant screenshots ready before contacting our support team.

Contact Support