Non-Refundable Purchases
The following purchases are not eligible for a refund:
- License Expiry: If the software license has expired or the subscription period has ended.
- Usage-Based Products: Software features sold by credits, hours, or transactions (e.g. SMS, Payment Gateway) that have been fully used, even if the subscription period remains active.
- Third-Party API Service: Products that include SMS services, payment gateway integration, or third-party APIs are non-refundable once such services have been activated or used, regardless of the time elapsed. Similarly, consumable items such as credits or points are non-refundable once consumed, even if they haven’t expired.
- Beyond Refund Period: Refund requests made after 30 days from the initial purchase date.
- Product Suggestion Mismatch: Refunds will not be issued if the software does not meet individual expectations or preferences. Customers are encouraged to review the product details and use the free trial before purchasing.
- Unauthorized Payments & Fraud: If an unauthorized transaction occurs, we recommend contacting your bank or payment provider.
- Delayed Confirmation Emails: If the order confirmation email is not received within one hour, contact our support team instead of requesting a refund.
- Incorrect Product Purchase: If you mistakenly purchase the wrong product but proceed to buy the correct one from a different company, refunds will not be granted.
- Regional Price Differences: Refunds will not be granted based on price variations across different regions.
- Partial Refunds for Bundles: Refunds will not be issued for a part of a bundled package. However, a full refund may be considered if the correct product is purchased separately within the refund window.
- Change of Mind: Refunds will not be granted if you decide you no longer want the product after purchase.
- Subscription Renewal: Refund requests for auto-renewed subscriptions due to personal reasons (e.g., “I forgot to cancel”) will not be honored. A renewal reminder email is sent 15 days before renewal, and customers can cancel at any time before the next billing cycle.
- Technical Issues Without Cooperation: If a customer refuses to cooperate with our support team by failing to provide issue details or declining to follow troubleshooting steps, refunds will not be processed.
- Third-Party Purchases: Purchases made through resellers, distributors, or third-party marketplaces (e.g., Amazon, eBay) must be refunded by the original seller per their policy.
Eligible Refund Scenarios
We will process refunds in the following cases:
- Accidental Add-On Purchases:If you unintentionally purchase additional services (e.g., extended download, backup service) outside the main product order, we will refund the add-on amount.
- Incorrect Product Purchase: If you mistakenly purchase the wrong product but repurchase the correct one from Duckwater Technologies Pvt Ltd, a refund for the incorrect purchase may be issued.
- Duplicate Purchases: If the same product is purchased twice, we will refund the duplicate transaction.
- Non-Delivery of Confirmation Email: If you do not receive a confirmation email within 24 hours of purchase, fail to retrieve it after contacting our support team, and receive no response within another 24 hours, a refund may be granted.
- Technical Failure: If a software product has a terminal technical issue and our team is unable to resolve it within 15 days, a refund will be processed upon request.
Refund Process & License Deactivation
- Refund requests must be submitted via our support team at info@duckwatertech.com.
- Once a refund is approved, the license will be deactivated immediately. Customers must uninstall the software from their devices.
- Refund processing time: 7-10 business days, depending on the payment provider.
