Refund & Cancellation Policy
Effective Date: October 11, 2026
Last Updated: October 14, 2026
Scope: Commercial Licensing Payments & Order Processing
1. Overview & Evaluation First via 30-Day Free Trial
At DukanBILL (https://dukanbill.com), our philosophy is complete transparency. To ensure that DukanBILL Desktop fully meets your business requirements, store workflow, barcode equipment, and thermal receipt printer setup, we offer an unrestricted 30-Day Free Evaluation Trial with no upfront fee or credit card required.
We strongly advise all merchants, grocery store owners, and retailers to download the software, evaluate all features on their intended computer, configure receipts, and test offline performance prior to purchasing a commercial license.
2. Confirmed Commercial License Plans & Non-Perpetual Policy
DukanBILL offers two authoritative commercial license tiers:
- Annual Commercial Licence: ₹3,999 for 1 year (365 calendar days).
- 10-Year Commercial Licence: ₹34,999 for 10 years (3,650 calendar days).
Notice Regarding License Duration:
DukanBILL does not offer lifetime or perpetual licenses. The 10-year license is a fixed ten-year term license with a defined expiration date. All refund considerations apply specifically to these two defined terms.
3. Handling of Payment Anomalies
During electronic payment processing, transactions may occasionally experience network interruptions or banking delays:
- Failed Transactions: If funds are debited from your bank account or UPI app but the gateway transaction fails, the funds are reversed automatically by your issuing bank within standard banking timelines (typically 3 to 7 business days per Reserve Bank of India guidelines).
- Pending or Incomplete Transactions: If a payment is flagged as pending, we confirm the capture status with the payment aggregator before issuing a license token. If the payment ultimately fails or is rejected, no license is generated.
- Duplicate Debits: If multiple debits occur for a single order due to network timeouts or repeated button clicks, our support team will verify the gateway settlement ledger upon notification. Any verified duplicate debit will be promptly processed for reversal back to the original payment source.
4. Commercial License Cancellations, Activation Window & Refund Assessment
DukanBILL Desktop licenses are delivered digitally as cryptographic Ed25519 activation tokens bound to your device Machine ID (MPOS-XXXX-XXXX-XXXX).
Mandatory 90-Day (3-Month) License Claim & Redemption Window:
Every purchased commercial license key must be entered, claimed, and activated inside DukanBILL Desktop on the registered Machine ID within ninety (90) calendar days (3 months) of the purchase date. If a digital license key is not redeemed on the designated machine within 90 days, the unredeemed token will automatically expire and be archived. Once claimed and activated, the subscription term (365 calendar days for Annual, 3,650 days for 10-Year) runs continuously for its full duration from activation.
Because digital licenses can be validated offline once acquired, refund requests follow our confirmed policy framework:
Confirmed Policy: 7-Day Pre-Activation Cancellation Window
Refund and cancellation requests will be evaluated within seven (7) calendar days of purchase, subject to the following strict technical and commercial conditions:
- Unactivated Keys Eligible: A full refund may be issued if the generated cryptographic license key has not yet been activated or claimed on the merchant computer within the initial 7-day cancellation window. Upon approval, the unactivated token will be immediately revoked and cancelled.
- Activated Keys Non-Refundable: Once a cryptographic token is entered and activated on a device (binding to the hardware Machine ID), the digital software license is considered delivered and consumed. Activated licenses are non-refundable, as the unrestricted 30-Day Free Trial provides complete pre-purchase evaluation.
- Payment Anomalies: Confirmed duplicate debits or technical checkout errors are refunded in full upon gateway verification regardless of activation status.
Nothing in this policy limits, restricts, or waives any statutory rights guaranteed to consumers under mandatory provisions of the Consumer Protection Act, 2019 and the Consumer Protection (E-Commerce) Rules, 2020 where applicable.
5. How to Request Review or Report Payment Issues
To report a duplicate payment, request an order cancellation, or seek assistance with an unactivated license, contact our official support channels:
- Email Support: support@dukanbill.com / dukanbillx@gmail.com
- WhatsApp Helpdesk: +91 87578 88037 (Fastest response)
- Required Information for Fast Resolution:
- Your registered email address or contact phone number.
- Payment Aggregator Transaction ID / Razorpay Payment ID (e.g.,
pay_...).
- Date, plan selected (1-Year ₹3,999 or 10-Year ₹34,999), and transaction amount.
- Your computer Machine ID (
MPOS-XXXX-XXXX-XXXX).
- A clear statement of the issue (e.g., duplicate charge, payment deduction without key delivery, or cancellation request for unactivated key).
6. Investigation, Approval & Settlement Procedure
- Administrative Verification: Our support desk targets initial review and verification against gateway settlement records within 24 to 48 business hours of receipt.
- Revocation of Unactivated License: When a refund is approved for an unactivated or erroneously processed order, the corresponding license record is cancelled and invalidated in our database to prevent future activation.
- Reversal to Original Payment Instrument: Approved refunds are credited directly back to the original payment source (UPI account, bank account, or debit/credit card). Final credit timing depends on the customer's issuing bank and standard clearing cycles.
7. Chargebacks & Payment Disputes
In the event of a billing discrepancy or technical fulfillment delay, we encourage merchants to contact our support team first. We are committed to resolving duplicate charges, technical delays, or failed token issuances promptly without unnecessary dispute escalations.
8. Policy Modifications
We reserve the right to amend this Refund & Cancellation Policy as our services and legal obligations evolve. Revisions will be published to this URL with a revised effective date. Transactions remain subject to the policy terms in effect at the time of purchase.
9. Contact Information & Refund Requests
For refund assessments, order cancellations, or payment anomaly assistance, contact the operating entity:
DukanBILL