Refund Policy — DualUp Group

At DualUp Group we aim to deliver high-quality software development, digital marketing, and technology consulting services. This Refund Policy explains when refunds may be issued, how to request one, and the terms that govern refunds.

By engaging our services or making a payment to DualUp Group, you confirm that you have read, understood, and accepted this policy.

This policy applies to services offered directly by DualUp Group and its subsidiaries/brands, including but not limited to:

• Software development & maintenance
• Mobile app & web development
• Digital marketing & advertising services
• Branding, consulting & business strategy
• Free services provided in exchange for equity/shares (as per signed agreement)

Because our work involves intellectual effort, time, and allocation of resources, DualUp Group generally follows a no-refund policy after work has commenced or resources have been allocated. Refunds may be considered in exceptional circumstances described below.

A. Before Project Commencement

If a client cancels before any work has begun and no resources have been assigned, DualUp Group will:

1. Issue a 90% refund of the amount paid.
2. Retain 10% as a processing and administrative fee.

B. After Project Commencement

If work has started (design, planning, coding, campaign setup, etc.):

• Refunds are not guaranteed but may be issued at DualUp Group's discretion.
• If a partial refund is approved, DualUp Group may deduct the cost of completed milestones, hours worked, and third-party expenses.

C. Subscription-Based or Retainer Services

For monthly or retainer services:

• No refunds for the current month after the billing cycle has started.
• To stop future billing, provide written notice at least 7 days before the next billing cycle.

D. Free Services in Exchange for Equity/Shares

When services are provided in exchange for equity or shares (per a signed agreement or MoU), no monetary refunds apply. Such arrangements are governed solely by the agreed contract.

E. Technical Issues or Delays

If delivery is delayed due to DualUp Group's fault and we cannot deliver the agreed deliverables, a refund may be considered. DualUp Group will first attempt to fix the issue promptly.

The following situations are explicitly non-refundable:

1. Change of mind after project initiation.
2. Client's failure to provide required materials, feedback, or approvals in time.
3. Delays caused by third-party vendors or client dependencies.
4. Partially completed work when cancellation is requested.
5. Payments made for domain registrations, hosting, ad-spend, or third-party licenses.
6. When the client violates DualUp Group's Terms & Conditions or Service Agreement.

To request a refund, please follow these steps:

1. Email contact@dualupgroup.com with the subject line: Refund Request – [Project Name].
2. Include project details, proof of payment, invoice number, and a clear reason for the request.
3. Our finance and management team will review within 7–10 business days.
4. If approved, refunds will be processed within 15 business days to the original payment method (subject to banking/payment processor timelines).

Please contact DualUp Group before initiating a chargeback with your bank or payment provider. Unauthorized chargebacks without prior communication may be considered a breach of agreement and could lead to service suspension or legal action.

DualUp Group may amend this Refund Policy from time to time. Changes will be posted on our website. Continued use of our services after updates constitutes acceptance of the revised policy.

If you have questions about this policy or need support, contact: