Refund & Dispute Policy

1. Overview

At Deucks, we stand behind the quality of our applications and services. This policy outlines how refunds and disputes are handled across all platforms where our products are available. We comply with the Australian Consumer Law (ACL) and all applicable consumer protection regulations.

2. Your Consumer Rights

Under Australian Consumer Law, you are entitled to a refund or replacement if a product or service:

• Has a major fault or defect that cannot be fixed
• Is significantly different from its description or sample
• Does not do what it was supposed to do and the problem cannot be resolved within a reasonable time
• Is unsafe or creates an unsafe situation

These rights apply regardless of any other policy stated below.

3. App Store & Play Store Purchases

If you purchased a Deucks application through the Apple App Store or Google Play Store, the respective platform manages the purchase transaction and refund process.

Apple App Store

To request a refund for an App Store purchase, visit reportaproblem.apple.com and follow Apple's refund process. Apple reviews and processes all refund requests for App Store purchases at their discretion.

Google Play Store

To request a refund for a Google Play purchase, visit your Google Play order history or contact Google Play support. Google's refund policies and timelines apply.

4. Direct Purchases & Stripe Payments

For purchases made directly through our website or processed via Stripe:

• Refund Window: You may request a full refund within 14 days of your original purchase date, provided the service or subscription has not been substantially consumed or used.
• Partial Refunds: After 14 days, partial refunds may be considered on a case-by-case basis depending on usage and circumstances.
• Processing Time: Approved refunds are typically processed within 5 – 10 business days. Refunds are returned to the original payment method.

5. Non-Refundable Items

The following are generally not eligible for refunds:

• Services that have been fully delivered or completed
• Custom development work that has commenced with your approval
• Subscription periods that have already been consumed
• Free products or promotional items

6. How to Request a Refund

To request a refund from Deucks directly:

1. Email support@deucks.com with the subject line "Refund Request"
2. Include your order number or transaction ID
3. Describe the reason for the refund
4. We will acknowledge your request within 2 business days and provide a resolution within 5 business days

7. Dispute Resolution

We aim to resolve all disputes fairly and promptly. If you are not satisfied with the outcome of a refund request:

1. Internal Review: Request an escalated review by emailing support@deucks.com with "Dispute Escalation" in the subject line. A senior team member will review your case within 5 business days.
2. External Mediation: If we cannot reach an agreement, you may refer the dispute to your state or territory's consumer affairs body, such as NSW Fair Trading.
3. ACCC: You may also contact the Australian Competition & Consumer Commission (ACCC) for guidance on your consumer rights.

8. Contact

For any questions about this policy, please reach out:

• Email: support@deucks.com
• Online: Contact Form