Terms & Conditions — SATA Platform

Version: 1.1 · Effective Date: 01 October 2025 (Asia/Dhaka)

Entity: Miaki Media Ltd. (“Company”) operating the SATA platform (“SATA”, “we”, “us”, “our”).

1) Acceptance & Scope

• These Terms & Conditions (“T&C”) govern use of the SATA website, apps, APIs, and any services including document translation, digitization (OCR), formatting, e-signature/e-seal application (where applicable), QR/serial issuance, and verification (“Services”).
• By creating an account, ordering, paying, or using the Services, you (“you”, “user”, “customer”, “organization”) agree to these T&C and to the Privacy Policy and Refund Policy (incorporated by reference).
• If you use SATA on behalf of a company/agency, you represent you’re authorized to bind that entity.

2) Eligibility & Account

• You must be at least 18 and legally capable of contracting.
• Accurate registration data (name, mobile number, email) and OTP verification are required. Keep credentials secure; you’re responsible for all activity under your account.
• We may require KYC (e.g., NID/Passport) to meet regulatory/anti-fraud obligations.

3) SATA Service Overview (What we do vs. what we don’t)

• We provide: (a) translation/formatting of documents; (b) OCR/extraction; (c) application of unique QR/serial and, where integrated, e-signature/e-seal; (d) a secure verification portal for authorized verifiers (e.g., embassy staff) to check authenticity; (e) audit logs.
• We are not a government body, embassy, or visa authority. We do not guarantee acceptance/approval of any application. Any acceptance/rejection, processing time, and decision are solely the third party’s (e.g., the relevant embassy’s) prerogative.

4) Order Flow & Status

• Order creation: choose service type, upload files, confirm details, view price/taxes/fees and indicative timelines shown at checkout.
• Payment: pay via supported methods to place the order (see §7).
• Processing start: after successful payment and basic checks (file readability, completeness).
• Work outputs: preview/approval (if the service includes a preview step), final file issuance, QR/serial assignment, and (if applicable) e-seal/sign.
• Verification: issued artifacts can be verified via SATA’s verification portal using QR/serial by the Embassy only.
• Communication: we send notifications by in-app, SMS, and/or email. Keep your contact info up to date.

5) Your Responsibilities

• Provide complete, accurate, readable documents (uncropped, high-resolution scans).
• Ensure names, dates, and facts are correct; SATA processes “as provided by you.”
• Use outputs only for lawful, intended purposes; do not modify or tamper with QR/serial, signatures, stamps, or metadata.
• Promptly review previews/deliverables and raise corrections within the “Correction Window” mentioned in your order confirmation.

6) Turnaround, Corrections & Rework

• Turnaround times displayed at checkout are estimates, not guarantees. Expedited options (if available) have limited capacity.
• Corrections: Minor linguistic/formatting fixes identified within the Correction Window (as stated on your order) are covered.
• Rework not covered: changes due to inaccurate source data, new information, template changes, or requirements introduced after “Processing Start” are billable as new scope.

7) Pricing, Taxes, Fees & Payments

• Prices are shown in Bangladeshi Taka (BDT) unless stated otherwise. Taxes (e.g., VAT/SD) and payment gateway/convenience fees are shown at checkout.
• We may update prices/fees at any time; the price you pay is the one displayed at the moment you confirm payment.
• Payment methods: Cash, local/international cards, MFS (e.g., bKash/Nagad), bank transfer, or other PSP/PSO methods as available.
• Invoicing: e-invoices/receipts will be provided electronically & physically (if available).
• Foreign cards/FX: your bank’s FX rate/fees apply; refunds (if approved) follow §7 of the Refund Policy on FX differences.
• Chargebacks: you agree to first attempt resolution with us (see §18) before initiating a chargeback. Unsupported/invalid chargebacks may lead to suspension.

8) Embeds, QR, e-Seal/e-Sign & Verification

• Each finalized output may include a “Translator Certificate” QR code and unique serial tied to order metadata and logs.
• Where integrated, e-signature/e-seal may be applied per the workflow agreed with the relevant authority.
• Verification is provided through SATA’s portal to authorized verifiers; we maintain logs for audit and anti-fraud.

9) Prohibited Use

• No submission of illegal, offensive, or fraudulent content.
• No reverse-engineering, scraping, or security probing.
• No forging/editing of official seals, signatures, QR/serial, or metadata; no misleading re-use of assets.

10) Third-Party Services & Dependencies

• SATA relies on third-party components (cloud, OCR engines, payment processors, SMS/email, etc.).
• We’re not responsible for third-party outages, policy changes, or regional restrictions, but we’ll act reasonably to mitigate impact.

11) Service Availability & Maintenance

• We may schedule maintenance windows and perform emergency fixes.
• We will use reasonable efforts to notify you of planned downtime and restore services promptly after outages.

12) Data Protection, Retention & Security

• We collect and process personal data to deliver the Service and meet legal/anti-fraud obligations, per our Privacy Policy.
• Storage uses industry-standard security; sensitive artifacts may be encrypted at rest and in transit.
• Retention: documents, logs, and verification records are retained per our Data Retention Schedule (e.g., for audits, disputes, tax). You may request deletion where legally permissible and not in conflict with retention obligations.
• Cross-border processing may occur subject to safeguards.

13) Intellectual Property

• You retain rights to your original documents.
• We retain all rights in the platform software, templates, workflows, verification logic, QR/serial schema, and outputs’ formatting/metadata design.
• We grant you a non-exclusive, non-transferable license to use deliverables for their intended lawful purpose.

14) Warranties & Disclaimers

• Services are provided “as is” and “as available.”
• We make no warranty that deliverables will meet the requirements of any agency or that any application will be accepted.
• Indicative timelines are not guaranteed; we’re not liable for delays caused by you, third parties, or force majeure.

15) Limitation of Liability

• To the fullest extent permitted by law, our total liability for any claim arising out of or relating to the Services is limited to the fees you paid for the affected order in the three (3) months preceding the event giving rise to liability.
• We shall not be liable for indirect, incidental, special, punitive, or consequential damages, or loss of profits/data.

16) Indemnity

You agree to indemnify and hold SATA harmless from claims, losses, and expenses (including legal fees) arising from your misuse, unlawful content, or breach of these T&C.

17) Cancellations & Refunds (see Refund Policy for full rules)

• Digital services are typically non-refundable once processing starts or deliverables/QR/serial/e-seal have been issued.
• Limited exceptions apply (e.g., duplicate charges, proven technical failure, service not rendered by SATA).
• Detailed rules, eligibility, evidence requirements, and timelines are defined in the Refund Policy below.

18) Support, Complaints & Escalation

• Support: support@sata.com | Hours: [e.g., 10:00–18:00 BST, Sun–Thu]
• Initial response target: within 2 business days; typical resolution: within 7–10 business days depending on complexity/third-parties.
• Grievance Officer: SATA: House 11/A, Road: 99, Gulshan 2 for escalations if your issue remains unresolved.

19) Compliance & Lawful Use

• You must comply with applicable laws of Bangladesh and any foreign jurisdiction relevant to your use (e.g., destination embassy rules).
• We may suspend/terminate service and/or report suspected fraud or unlawful activity to competent authorities.

20) Suspension & Termination

• We may suspend or terminate accounts/orders for: suspected fraud, non-payment, chargeback abuse, security risks, or breach of these T&C.
• Upon termination, your right to use the Services ceases; data handling will follow our retention/deletion rules and law.

21) Changes to Terms

We may update these T&C. Changes take effect upon posting; material changes will be notified by reasonable means. Continued use means acceptance.

22) Assignment

You may not assign or transfer rights without our prior written consent. We may assign in connection with a merger, acquisition, or corporate reorganization.

23) Force Majeure

We’re not liable for delays/failures due to events beyond reasonable control (e.g., natural disasters, war, telecom failures, regulatory actions).

24) Governing Law & Dispute Resolution

• These T&C are governed by the laws of Bangladesh.
• Courts in Dhaka shall have exclusive jurisdiction, subject to any mutually agreed alternative dispute resolution mechanism.

Refund Policy — SATA Platform

Version: 1.1 · Effective Date: 01 October 2025 (Asia/Dhaka)

A) Purpose & Relationship to T&C

• This Refund Policy explains when and how payments may be refunded. It forms part of the T&C. If there is a conflict, the T&C prevail.

B) Key Principles (Digital Services)

• SATA provides digital, customized services. Once Processing Starts or finalized outputs (including QR/serial/e-seal) are issued, refunds are generally not available.
• We consider refunds only in specific, verifiable cases below. Change-of-mind or third-party rejection (e.g., visa refusal) is not a valid ground.

C) Definitions

• Processing Start: the point at which our team/system begins work after successful payment and basic checks.
• Deliverable Issued: finalized files delivered and/or QR/serial/e-seal assigned.
• Expedited Fee: an extra amount for priority handling (if any).

D) Eligibility — Full Refund

Full refund may be approved if any of the following is proven:

1. Duplicate charge for the same order.
2. Payment success but no order created due to a platform or payment gateway error, and we cannot recover the order.
3. SATA cancels the order before Processing Start and you decline an alternative.
4. Unauthorized transaction (card/MFS fraud) with verifiable bank/PSP evidence, after our investigation confirms.
5. Pricing error at checkout leading to overcharge (refund the overcharged difference or full cancellation at your discretion).

E) Eligibility — Partial Refund / Credit

We may issue a partial refund or SATA credit when:

1. Service interruption on our side prevents completion and you don’t accept re-processing.
2. Partial deliverables were provided, but a material portion cannot be completed due to a SATA technical fault.
3. Expedited fee paid but we miss the expedited window due solely to SATA delay (normal service still delivered) → expedited fee may be refunded.

Note: Where third-party or force-majeure events cause delay, expedited fee refunds are generally not available.

F) Not Eligible for Refund

Refunds are not available if any of the below apply:

1. Processing started and you changed your mind / no longer need the service.
2. Deliverable Issued (QR/serial/e-seal applied) and/or verification is live.
3. Rejection by an embassy/agency, regardless of reason.
4. Inaccurate/incomplete user-provided data (names, dates, spellings), unreadable scans, or template mismatch.
5. You missed communication windows or failed to provide required info/KYC.
6. You requested changes outside the Correction Window or changes amount to new scope.
7. Suspected fraud, T&C breach, or chargeback abuse.
8. Force majeure delays or outages (see T&C).

G) How to Request a Refund

• Where: Submit via in-app “Help,” email support@sata.com.
• When: Within 7 calendar days from the transaction date or from delivery of the affected output (whichever is later).
• What to include: Order ID, payment reference, issue description, requested remedy (refund/credit), and evidence (gateway SMS, bank message/statement, screenshots, error logs).

H) Review & Timelines

• Acknowledgment: within 2 business days.
• Investigation & decision: typically, within 7–10 business days (complex cases may take longer; we’ll keep you updated).
• We may request additional documents; failure to provide them can delay or invalidate the claim.

I) Refund Method, FX & Fees

• Approved refunds are processed to the original payment method. If not feasible (e.g., expired card), we may use bank transfer or SATA credit with your consent.
• FX/International cards: refunded amount is in BDT (or the currency originally charged, if supported). Bank FX spreads, interim rate movements, and issuer fees are outside our control; we refund the BDT amount we received (less non-recoverable gateway fees where applicable and disclosed).
• Gateway/Convenience fees & taxes (if any):
  • If the entire order is refunded due to SATA fault, we refund the service fee + applicable VAT; we also refund gateway fees only if they are recoverable from the PSP.
  • For partial refunds, taxes/fees are refunded pro-rata where recoverable.

J) Chargebacks

• Please contact us first; most issues are solvable faster than a bank dispute.
• If you file a chargeback without first engaging our support or after we’ve resolved the issue fairly, we may suspend your account pending resolution.

K) Cancellation Rules (Customer-Initiated)

• Before Processing Start: you may cancel; full refund minus non-recoverable gateway fees (if any).
• After Processing Start: normally non-refundable. In rare cases (no significant work performed yet), we may grant a partial goodwill refund or SATA credit at our discretion.
• Expedited orders: expedited fee is non-refundable once prioritized allocation begins, except section E(3).

L) SATA-Initiated Cancellation

If we must cancel due to feasibility, compliance, or safety concerns and you did nothing wrong, we’ll issue a full refund. This is your sole remedy.

M) Abuse & Fraud

Submitting fabricated claims, altered screenshots, or inconsistent statements may result in rejection, suspension, and referral to authorities.

N) Policy Updates

We may update this Refund Policy. Continued use after updates means acceptance.

O) Contact

Support: support@sata.com