Effective Date: 2 June 2026
Last Updated: 2 June 2026

This Service Engagement Policy explains how Aimer Merchants Ltd. accepts clients, confirms service scope, collects documents, provides consultation, manages communication, handles fees, coordinates with professionals or third parties, and completes professional services.

This policy applies to all clients, prospective clients, business owners, investors, company representatives, authorized persons, and individuals who request or engage Aimer Merchants Ltd. for any professional service.

By requesting consultation, submitting documents, making payment, accepting a proposal, confirming a service, or engaging Aimer Merchants Ltd., you acknowledge and agree to this Service Engagement Policy.

1. About Aimer Merchants Ltd.

Aimer Merchants Ltd. is a Bangladesh-based professional consultancy firm providing services related to wealth management, tax and VAT consultancy, IPO consultancy, accounting services, legal documentation, capital market investment guidance, and business advisory support.

Our contact details are:

Aimer Merchants Ltd.
Shams Parasol, Flat C1, House 5, Road 21, Gulshan 1, Dhaka-1212, Bangladesh
Email: info@aimermerchants.com
Alternative Email: aimer.merchants@gmail.com
Phone: +880 1726 685 550
WhatsApp: +880 1726 685 550

2. Purpose of This Policy

The purpose of this policy is to clearly explain how clients engage Aimer Merchants Ltd. for professional services.

This policy helps clients understand:

• How a service request is received
• When a formal service engagement begins
• What documents may be required
• How the service scope is confirmed
• How fees and payments are handled
• What the client is responsible for
• What Aimer Merchants Ltd. is responsible for
• How timelines are estimated
• When third-party professionals may be involved
• How communication and approvals are managed
• When service may be delayed, suspended, or terminated

This policy is designed to reduce misunderstanding and ensure professional service delivery.

3. Scope of This Policy

This policy applies to services including but not limited to:

• Wealth management advisory
• Tax consultancy
• VAT consultancy
• Accounting services
• IPO consultancy
• Legal documentation support
• Capital market investment guidance
• Business advisory
• Financial planning
• Tax return support
• VAT return support
• TDS and VDS guidance
• Company documentation support
• Compliance advisory
• Professional partner coordination
• Client document review
• Advisory reporting
• Service consultation
• Retainer-based support
• Project-based consultancy

The exact scope may vary depending on the service requested and the client’s specific requirements.

4. Service Inquiry

A service engagement may begin with an inquiry through:

• Website contact form
• Phone call
• WhatsApp message
• Email
• Social media message
• Referral
• In-person visit
• Existing client communication
• Partner introduction

At the inquiry stage, Aimer Merchants Ltd. may ask basic questions to understand the client’s need, urgency, service type, document availability, and whether the requested service falls within our scope.

A general inquiry does not automatically create a formal service relationship.

5. Initial Consultation

Aimer Merchants Ltd. may provide an initial consultation to understand the client’s situation and recommend possible next steps.

The consultation may be conducted through:

• In-person meeting
• Phone call
• WhatsApp call
• Video meeting
• Email communication
• Document-based review
• Any other agreed communication channel

The purpose of the initial consultation may include:

• Understanding the client’s requirement
• Identifying the service category
• Reviewing basic documents
• Explaining possible service scope
• Estimating fees
• Estimating timeline
• Identifying risks or limitations
• Explaining required documents
• Advising whether third-party involvement may be needed

Consultation may be free or paid depending on the service type, time required, complexity, and prior agreement.

6. Formal Engagement

A formal service engagement begins only when Aimer Merchants Ltd. accepts the service request and the client confirms the engagement.

A formal engagement may be confirmed through:

• Written proposal acceptance
• Email confirmation
• WhatsApp confirmation
• Signed service agreement
• Payment of advance or service fee
• Submission of required documents
• Written instruction from client
• Invoice acceptance
• Engagement letter
• Other mutually accepted communication

Until a formal engagement is confirmed, any discussion should be treated as preliminary consultation or general inquiry only.

7. Service Scope Confirmation

Before starting work, Aimer Merchants Ltd. may confirm the service scope with the client.

The service scope may include:

• Type of service
• Work to be performed
• Documents required
• Expected deliverables
• Estimated timeline
• Service fee
• Payment terms
• Third-party involvement
• Client responsibilities
• Exclusions or limitations
• Revision or correction rules
• Refund or cancellation terms
• Communication process

The service scope may be confirmed through written communication, proposal, invoice, email, WhatsApp message, service agreement, or engagement note.

8. Services Outside Scope

Any work not included in the agreed scope will be treated as additional service.

Additional service may include:

• Extra document review
• Additional consultation
• New tax or VAT calculation
• New legal documentation
• Additional accounting period
• New company file
• Urgent processing
• Additional revision
• Third-party follow-up beyond original scope
• Appeal or dispute support
• New investment or portfolio analysis
• New business advisory request

Additional work may require additional fees and separate confirmation.

9. Client Responsibilities

Clients are responsible for cooperating honestly and promptly during service delivery.

Clients must:

• Provide accurate information
• Submit genuine documents
• Provide complete records
• Respond to questions in a timely manner
• Review documents before approval
• Make payments on time
• Inform Aimer Merchants Ltd. of changes in information
• Confirm instructions clearly
• Avoid submitting false or misleading information
• Follow legal and regulatory requirements
• Keep copies of submitted documents
• Maintain respectful communication
• Ask questions if any service term is unclear

Aimer Merchants Ltd. is not responsible for service issues caused by client-side delay, incomplete information, false documents, unclear instructions, or failure to cooperate.

10. Required Documents

Documents required for a service may vary depending on the client’s matter.

Aimer Merchants Ltd. may request documents such as:

• National ID
• Passport
• TIN certificate
• BIN certificate
• Trade license
• Company documents
• RJSC documents
• Bank statements
• Tax return copies
• VAT return copies
• TDS/VDS challans
• Financial statements
• Audit reports
• Purchase and sales records
• Salary records
• Expense vouchers
• BO account documents
• Investment records
• Asset documents
• Legal documents
• Authorization letter
• Board resolution
• Power of attorney
• Source of fund documents
• Any other document relevant to the service

Failure to provide required documents may delay, limit, suspend, or cancel the service.

11. Document Accuracy

Clients are responsible for ensuring that all submitted documents are accurate, complete, genuine, readable, updated, and lawfully obtained.

Aimer Merchants Ltd. may rely on client-provided documents for service delivery.

Aimer Merchants Ltd. is not responsible for penalties, rejection, delay, assessment issue, regulatory issue, investment issue, legal issue, or financial loss caused by:

• False documents
• Forged documents
• Incomplete records
• Missing information
• Unclear scans
• Outdated certificates
• Incorrect business details
• Hidden income
• Undisclosed liabilities
• Undisclosed ownership
• Incorrect investment information
• Misleading client instructions

If false or suspicious documents are submitted, Aimer Merchants Ltd. may refuse, suspend, or terminate the service.

12. Client Approval Before Submission

Where documents, returns, forms, applications, statements, reports, letters, or filings are prepared for submission, clients should review them before final submission.

Client approval may be required for:

• Tax return
• VAT return
• TDS/VDS statement
• Application form
• Legal document
• Business document
• Advisory report
• Accounting statement
• Company document
• IPO-related document
• Investment-related form
• Any document submitted to a third party or authority

Once the client approves a document, the client confirms that the information is accurate and complete to the best of their knowledge.

13. Fees and Payment

Service fees depend on the type, complexity, urgency, document volume, professional involvement, timeline, and third-party requirements of the service.

Fees may be charged as:

• Consultation fee
• Fixed service fee
• Project fee
• Retainer fee
• Advance payment
• Hourly or time-based fee
• Documentation fee
• Review fee
• Coordination fee
• Urgent processing fee
• Third-party professional coordination fee

Payment terms may be confirmed before service begins. Aimer Merchants Ltd. may require advance payment or full payment before starting work.

14. Third-Party Fees and Government Charges

Service fees charged by Aimer Merchants Ltd. may not include government fees, authority fees, application fees, filing fees, stamp fees, bank charges, brokerage charges, asset management charges, legal fees, audit fees, courier charges, or third-party professional fees unless clearly stated.

Clients may be responsible for paying:

• Government fees
• Tax payments
• VAT payments
• Filing fees
• Stamp fees
• Bank charges
• Payment gateway charges
• Professional partner fees
• Legal fees
• Audit fees
• Brokerage or account charges
• Courier charges
• Portal charges
• Any external cost required for service completion

Aimer Merchants Ltd. will not be responsible for delays caused by unpaid third-party or government charges.

15. Service Timeline

Aimer Merchants Ltd. may provide estimated timelines for service completion. Timelines are estimates only unless specifically guaranteed in writing.

Service timelines may depend on:

• Document availability
• Client response time
• Payment confirmation
• Service complexity
• Internal workload
• Third-party processing
• Government or regulatory authority processing
• Bank or brokerage processing
• Portal availability
• Public holidays
• Legal or compliance review
• Urgency and priority level

Aimer Merchants Ltd. does not guarantee timelines controlled by third parties, government offices, regulators, banks, brokers, asset managers, auditors, lawyers, or external platforms.

16. Delay Caused by Client

Service may be delayed if the client:

• Does not provide required documents
• Provides incomplete information
• Delays payment
• Delays approval
• Gives unclear instructions
• Changes scope repeatedly
• Fails to respond to questions
• Sends unreadable documents
• Provides incorrect information
• Requests changes after work has started

Aimer Merchants Ltd. will not be responsible for deadline issues, penalties, rejected submissions, or delayed outcomes caused by client-side delay.

17. Communication Channels

Aimer Merchants Ltd. may communicate with clients through:

• Phone
• Email
• WhatsApp
• SMS
• Website form response
• Video meeting
• In-person meeting
• Social media message
• Courier or document delivery channel
• Any other agreed method

Clients are responsible for checking messages, responding to service requests, and keeping contact information updated.

Aimer Merchants Ltd. is not responsible for delays caused by inactive phone numbers, wrong email addresses, unread messages, or failure to respond.

18. Written Communication Recommended

For important instructions, approvals, fees, document submission, refund requests, complaints, investment decisions, tax/VAT decisions, and legal documentation matters, written confirmation is recommended.

Written communication may include:

• Email
• WhatsApp message
• Signed document
• Official letter
• Proposal acceptance
• Invoice confirmation
• Meeting note
• Client approval note

Written records help avoid misunderstanding.

19. Confidentiality

Aimer Merchants Ltd. treats client information and documents with confidentiality.

Client information may be used only for service delivery, professional coordination, legal compliance, recordkeeping, dispute resolution, and related business purposes.

Confidential information may be shared with authorized professionals, partners, third-party providers, government authorities, or regulators where required for the service or by law.

For more details, clients should review our Privacy Policy and Client Confidentiality Policy.

20. KYC and Verification

Certain services may require KYC, identity verification, source of fund review, source of income review, beneficial ownership information, authorization verification, or compliance screening.

Aimer Merchants Ltd. may request KYC documents before providing services related to:

• Wealth management
• Investment guidance
• IPO consultancy
• Capital market coordination
• Legal documentation
• Tax/VAT matters
• Accounting services
• Business advisory
• Company documentation
• Third-party referrals

Failure to provide required KYC documents may result in refusal, delay, suspension, or termination of service.

21. Third-Party Involvement

Some services may require coordination with third-party professionals or organizations.

Third parties may include:

• Tax consultants
• VAT consultants
• Accountants
• Auditors
• Lawyers
• Brokerage firms
• Asset management companies
• Banks
• Merchant banks
• Government authorities
• Regulatory bodies
• Technology providers
• Payment providers
• Courier or document processors

Third-party services may have separate fees, timelines, terms, risk disclosures, privacy policies, and document requirements.

Aimer Merchants Ltd. is not responsible for independent third-party decisions, delays, rejections, fees, advice, or service quality unless specifically agreed in writing.

22. Client’s Right to Use Own Professionals

Clients may choose their own lawyer, accountant, auditor, tax consultant, VAT consultant, broker, banker, asset manager, or other professional.

If a client uses their own professional, Aimer Merchants Ltd. may request necessary coordination details, documents, authorization, and written instructions.

Aimer Merchants Ltd. is not responsible for delays, errors, or issues caused by client-selected third parties.

23. Advisory Limitation

Advice provided by Aimer Merchants Ltd. is based on available documents, client-provided information, applicable knowledge, professional judgment, and service scope.

Advice may be limited if:

• Documents are incomplete
• Information is unclear
• Facts are disputed
• Laws or regulations change
• Third-party input is pending
• Authority decision is required
• The client requests limited review only
• The matter requires a specialized licensed professional

Clients should not treat general or informal communication as final advice for major legal, tax, VAT, accounting, investment, or financial decisions.

24. No Guarantee of Outcome

Aimer Merchants Ltd. provides professional consultancy, guidance, support, documentation, coordination, and advisory services. However, outcomes may depend on external factors beyond our control.

We do not guarantee:

• Investment profit
• Capital protection
• IPO allotment
• Stock market return
• Tax reduction
• VAT reduction
• NBR assessment result
• Regulatory approval
• Government processing timeline
• Bank approval
• Brokerage approval
• Asset management performance
• Legal outcome
• Business success
• Loan approval
• Third-party acceptance

Professional service fees are charged for work performed, advice given, documents prepared, and coordination provided, not for guaranteed results.

25. Revisions and Corrections

If a document or advisory output prepared by Aimer Merchants Ltd. requires correction within the agreed scope, the client should notify us within a reasonable time.

Corrections may be provided where:

• There is a reasonable error
• The request falls within the original scope
• The client provides missing clarification
• The revision is practical and lawful
• The issue is raised within a reasonable period

Additional revisions, new requirements, changed instructions, or expanded scope may require additional fees.

26. Urgent Services

Urgent services may be accepted depending on availability, document readiness, payment confirmation, and service complexity.

Urgent or priority service may require additional fees.

Aimer Merchants Ltd. may refuse urgent work if:

• Documents are incomplete
• Timeline is unrealistic
• The matter requires authority processing
• The request creates legal or compliance risk
• Proper review is not possible
• Client expectations cannot be met responsibly

Urgent service fees may be non-refundable once work begins.

27. Retainer Services

Aimer Merchants Ltd. may provide ongoing retainer services for businesses, professionals, investors, or organizations.

Retainer services may include:

• Tax advisory
• VAT advisory
• Accounting support
• Compliance monitoring
• Business advisory
• Wealth management review
• Documentation support
• Periodic consultation
• Ongoing professional coordination

Retainer scope, fees, timeline, reporting, and cancellation terms should be confirmed separately.

Fees for an active retainer period are generally non-refundable unless otherwise agreed in writing.

28. Project-Based Services

Project-based services may include a specific scope, deliverable, timeline, and fee.

Project-based services may involve:

• Tax file review
• VAT compliance review
• Accounting cleanup
• Legal documentation project
• Company documentation support
• IPO-related support
• Wealth planning project
• Investment planning review
• Business advisory report
• Financial documentation project

If a project is cancelled after work begins, fees may be deducted based on work completed, time spent, and costs incurred.

29. Service Suspension

Aimer Merchants Ltd. may suspend service if:

• Payment is pending
• Required documents are missing
• Client instructions are unclear
• Client does not respond
• KYC verification is incomplete
• Third-party confirmation is pending
• Legal or compliance concern arises
• Client submits suspicious documents
• Service scope needs clarification
• Client behaves abusively or unprofessionally

Service may resume once the issue is resolved.

30. Service Termination

Aimer Merchants Ltd. may terminate service if:

• The client provides false information
• The client submits forged documents
• The client requests illegal or unethical work
• The client refuses reasonable verification
• The client fails to pay agreed fees
• The client fails to cooperate
• The client repeatedly changes instructions
• The service creates legal or reputational risk
• The client violates our policies
• Continuing the service becomes impractical or unlawful

Termination does not remove the client’s obligation to pay for work already completed or costs already incurred.

31. Client Cancellation

Clients may request cancellation by contacting Aimer Merchants Ltd.

Cancellation requests should include:

• Client name
• Service type
• Payment details
• Reason for cancellation
• Contact information
• Supporting documents, if any

Refund eligibility will be handled according to our Refund and Cancellation Policy.

Cancellation does not automatically guarantee a refund.

32. Complaint Handling

If a client is dissatisfied with any service, they may submit a complaint according to our Complaint and Grievance Policy.

Aimer Merchants Ltd. will review genuine complaints fairly and professionally.

Clients should provide complete details, relevant documents, payment proof, and communication records where needed.

33. Ethical Service Commitment

Aimer Merchants Ltd. aims to provide services ethically and professionally.

We do not support:

• Tax evasion
• VAT evasion
• Money laundering
• Fraud
• Fake documents
• Misleading financial records
• Illegal investment schemes
• Market manipulation
• Bribery or corruption
• Concealment of income
• Unauthorized financial activity
• Misrepresentation to authorities
• Any illegal or unethical client request

We reserve the right to refuse or terminate any service that appears unlawful, suspicious, unethical, or harmful.

34. Client Records

Aimer Merchants Ltd. may retain service records for legal, tax, VAT, accounting, compliance, audit, dispute resolution, complaint handling, and internal business purposes.

Records may include:

• Client documents
• Emails
• WhatsApp messages
• Service notes
• Proposals
• Invoices
• Payment records
• Advisory reports
• Draft documents
• Final documents
• Complaint records
• Third-party communication
• Approval records

Records will be handled according to our Privacy Policy and Client Confidentiality Policy.

35. Force Majeure

Aimer Merchants Ltd. shall not be responsible for delay or failure to perform services due to events beyond reasonable control, including:

• Natural disaster
• Fire
• Flood
• War
• Political unrest
• Government restrictions
• Epidemic or pandemic
• Power failure
• Internet failure
• Cyberattack
• Server outage
• Regulatory delay
• Government office closure
• Banking disruption
• Public emergency
• Strike
• Civil disturbance
• Any other event beyond reasonable control

In such situations, Aimer Merchants Ltd. may offer rescheduling, service adjustment, or alternative arrangements where reasonably possible.

36. Relationship with Other Policies

This Service Engagement Policy should be read together with our:

• Privacy Policy
• Terms and Conditions
• Professional Disclaimer
• Investment Risk Disclosure
• Tax and VAT Advisory Disclaimer
• Cookie Policy
• Refund and Cancellation Policy
• Client Confidentiality Policy
• KYC and AML Policy
• Conflict of Interest and Third-Party Disclosure
• Complaint and Grievance Policy

Where a specific issue is covered by another policy, that policy may also apply.

37. Updates to This Policy

Aimer Merchants Ltd. may update this Service Engagement Policy from time to time to reflect changes in services, legal requirements, professional procedures, client onboarding, payment systems, partner coordination, or business operations.

The updated version will be posted on our website with the revised “Last Updated” date.

Continued use of our website or services after policy updates means you accept the revised Service Engagement Policy.

38. Contact Us

For questions about this Service Engagement Policy or to discuss a service engagement, please contact us:

Aimer Merchants Ltd.
Shams Parasol, Flat C1, House 5, Road 21, Gulshan 1, Dhaka-1212, Bangladesh
Email: info@aimermerchants.com
Alternative Email: aimer.merchants@gmail.com
Phone: +880 1726 685 550
WhatsApp: +880 1726 685 550