Refund & Return Policy

1. Your statutory rights

This Policy supplements the rights available under applicable consumer law and does not limit rights that cannot legally be excluded. If local law gives you a mandatory cooling- off, cancellation, refund, or remedy right, that right applies even where this Policy is less generous.

Where a statutory right to cancel applies, using part of a service does not by itself remove that right. If you expressly request that a service starts during the cancellation period, an amount proportionate to the service supplied may be payable where the legal conditions are met. The cancellation right ends on full performance only where the required request and acknowledgement have been obtained. For digital content supplied immediately, loss of a cancellation right requires express consent to immediate supply, an acknowledgement of the loss of the cancellation right, and the required contract confirmation. We assess these conditions against the purchase and the applicable law; adding credit to an account does not itself establish them.

2. Memberships

Unused memberships within 14 days

You may request a full refund within 14 days of payment for a monthly, yearly, or lifetime membership, provided none of the benefits or credits supplied by that membership purchase have been used. Once any such benefit or credit has been used, we do not offer a voluntary refund for that purchase, even within the first 14 days. After 14 days, unused memberships are also ineligible for a voluntary refund. Statutory rights and the payment corrections in section 6 still apply.

What counts as use

Use includes consuming credit granted with that purchase or using its member-only services or model discounts. Signing in, viewing pages, and using your own supported API keys or third-party subscriptions do not by themselves count as use of Ducoro membership benefits. Credit being added to your account is not consumption. Free-trial usage before the purchase does not make the later purchase used.

Credit for a new yearly membership or yearly renewal is awarded in full when payment is processed. An approved refund ends the corresponding membership and recurring subscription and removes the remaining promotional credit linked to that purchase. Independent wallet top-ups remain subject to section 3.

Canceling renewal

Monthly and yearly memberships renew automatically. You can stop the next payment at any time through the Stripe billing portal available from Ducoro. Stopping renewal does not return payments already made, and your membership benefits continue until the end of the current paid period.

Upgrading a membership

Monthly-to-yearly upgrades apply the unused value of the current paid period to the new plan. Lifetime upgrades apply the quoted unused value to the lifetime price and end the recurring subscription. Any remaining converted value is added to the wallet as upgrade credit. Membership upgrades award only the positive difference between the new plan’s current credit allowance and the previous plan’s current credit allowance, regardless of historical grants or how much has been spent. Allowance changes apply to subsequent upgrades and leave previously issued credit unchanged. Each normal renewal receives its full allowance. Refund review includes the source payments and their usage; converting value does not make an already-used purchase unused or restart its refund period. Any approved refund removes unspent converted credit and avoids reimbursing the same payment twice.

3. Wallet top-ups

Wallet top-ups are assessed separately from membership refunds. Where a legally effective request, acknowledgement, and confirmation for immediate supply removes a cancellation right, that top-up is non-refundable. Otherwise, you may request cancellation within 14 days of payment for its unused cash-funded credit. Any return is calculated from the actual payment in its original currency and is capped at the amount not already refunded. Promotional credit has no cash refund value. Applicable statutory rights and payment corrections remain protected.

Top-ups and wallet usage require an active trial or paid membership. Topping up does not extend membership. When membership ends, remaining credit is kept and can be used after membership is activated again. The original top-up date determines the refund request period, including for top-ups made during a trial. Membership expiry does not prevent you from requesting a refund under this Policy.

How usage affects the balance

Paid credit is consumed before promotional credit, with older paid credit used first. We assess usage against the payment being refunded, rather than your account's total usage. Normally completed model and image-generation requests consume credit even if you choose not to use their results. Mere dissatisfaction with an AI result does not create an additional voluntary refund entitlement. Your rights where a service is faulty or not supplied as agreed remain protected by sections 1 and 6.

4. Promotional and granted credits

Signup credit and other promotional credit can be used for eligible services and cannot be exchanged for cash. When a membership purchase is refunded, we remove the remaining promotional credit linked to that purchase. Using membership credit makes that purchase ineligible for a voluntary membership refund under section 2. Credit from unrelated purchases is assessed separately. The amount, availability, and any expiry of a promotion are the terms presented when it is awarded.

5. Request periods and eligibility

For our voluntary 14-day request period, send your request within 14 days of the payment time. We use the time you submit the request, rather than the time our team processes it. We check the benefits and credit associated with the purchase being reviewed. Statutory cancellation periods and their calculation follow the applicable law.

6. Payment corrections

Contact us if a payment was duplicated, you believe a payment was unauthorized, or a paid Ducoro service was materially unavailable. We review these separately from the rules above and correct the payment where the facts or applicable law require it. We may ask for information needed to locate the transaction, secure the account, and determine the appropriate correction. A third-party runtime, model provider, connector, or service purchased directly from that provider is governed by that provider’s own policy.

7. Request a refund by email

To request a refund, email [email protected] from the address associated with your Ducoro account and use the subject “Refund Request.” Include the product or payment, purchase date, receipt or payment reference, and a short explanation. We may request identity or account verification before acting.

For a statutory cancellation, a clear statement communicating your decision to cancel is sufficient. The suggested subject line and supporting details help us locate the purchase; using that exact format is not a condition of exercising the right.

We will review the request and explain the decision or ask for additional information by email. An approved return or correction is submitted to the original payment method. We follow any refund deadlines required by applicable law. The payment provider and your bank control when the funds appear, and taxes or currency conversion may be adjusted according to their rules and applicable law.

8. Chargebacks and abuse

Please contact us before opening a payment dispute so we can investigate. We may suspend paid features while a chargeback or fraud review is open and prevent duplicate reimbursements for the same payment. This does not affect rights that applicable law gives you.

9. Changes

We may update this Policy for future purchases. The version in effect when you made a purchase governs that purchase unless a later version gives you more favorable rights or a change is required by law.