Refund Policy

Overview

This Refund Policy explains how refunds, cancellations and returns are handled across the Dukaan platform, operated by Dukaan. It covers two distinct types of transactions: subscriptions and platform fees paid by merchants to Dukaan, and orders placed by buyers on merchant storefronts.

Dukaan subscriptions & platform fees

Subscription plans

Paid plans (Starter, Growth, Infinity and Enterprise) are billed in advance on a monthly or yearly basis. You can upgrade, downgrade or cancel your plan at any time from your dashboard. Cancellation stops future renewals; your plan remains active until the end of the current billing period.

Subscription fees already paid are non-refundable except where required by applicable law. We do not provide pro-rated refunds for partial billing periods, unused time, or features not used.

Service fee

Dukaan charges a small service fee on sales made through the platform, capped at ₹200 per order and not applicable to manual orders. Service fees are deducted at the time of the transaction and are non-refundable once an order has been processed, except where the underlying order is cancelled before fulfilment.

Failed or duplicate charges

If you are charged in error, billed twice for the same period, or charged after a confirmed cancellation, contact us within 7 days and we will verify and refund any incorrect charge to the original payment method.

Orders on merchant storefronts

Dukaan is a facilitator. Each store is independently owned and operated by its merchant, who is solely responsible for the products sold, order fulfilment, and the refund, return and replacement terms offered to buyers.

• Refund & return terms for a specific purchase are set by the merchant and shown on the store at the time of checkout.
• Cash on Delivery (COD) orders that are cancelled before dispatch are not charged. For prepaid orders cancelled before dispatch, the amount is refunded to the original payment method.
• Electronic payments approved for refund by the merchant are typically returned to the original payment instrument within 5–7 business days, subject to your bank or payment provider.
• Returns & replacements are processed according to the individual merchant's policy and the condition of the returned item.

How to request a refund

For an order you placed on a store, please contact that store's merchant directly using the contact details on the storefront or your order confirmation. For Dukaan subscription or billing matters, contact us at support@mydukaan.io with your account details and a description of the issue.

Processing time

Approved refunds are initiated promptly from our side. The time for the amount to reflect in your account depends on your bank or payment provider and is generally 5–7 business days.

Changes to this policy

We may update this Refund Policy from time to time. Material changes will be posted on this page and take effect when published.

Contact us

Questions about refunds, cancellations or returns? Email us at support@mydukaan.io and our team will help.