Refund & Cancellation Policy
In short. Cancel whenever you like, from inside the app, in two taps. If you were charged by mistake or something on our side stopped you using what you paid for, we refund it.
Cancelling your subscription
Open Settings → Plan → Cancel subscription. Cancelling stops the next renewal immediately. You keep every paid feature until the end of the cycle you have already paid for, and your data stays exactly where it is. Cancelling a plan is not deleting an account.
You can resume a cancelled subscription before the cycle ends and nothing changes, including a locked founding price.
When we refund
- Duplicate or accidental charge: refunded in full, always.
- Charged after you cancelled: refunded in full.
- A renewal you did not intend, reported within 7 days and with no substantial use of the service in that period: refunded in full.
- A fault on our side that stopped you using a paid feature for a meaningful stretch of the cycle: refunded pro-rata, or your plan extended, whichever you prefer.
- A yearly plan cancelled within 14 days of first purchase: refunded in full.
When we do not refund
- Part-used monthly cycles where the service worked as described
- Cycles already elapsed on a yearly plan, beyond the 14-day window above
- Accounts suspended for a breach of our Terms of Service
- Charges made by your payment provider that never reached us. Those need to go to them
If your situation does not fit neatly into any of these, write to us anyway. We would rather look at it than have you feel cheated over a subscription.
How to request a refund
Email billing@dukanup.com from your registered email address with your shop name, the payment reference and what happened. No form to fill in.
Timelines
| Stage | Time |
|---|---|
| We acknowledge your request | Within 2 working days |
| We decide and tell you | Within 7 working days |
| Approved refund reaches your account | 5 to 10 working days, via the original payment method |
Refunds are always returned to the method you paid with. We cannot send a refund to a different account.