Refund Policy
Last updated: March 29, 2026
At DukaBot AI, we want every merchant to be satisfied with our platform. This policy explains when and how you can request a refund for your subscription.
114-Day Free Trial
All new accounts receive a 14-day free trial with full Business-tier features. No payment is required during the trial period. If you decide DukaBot is not for you, simply do not subscribe — you will never be charged. No refund is needed for the trial period as no payment is collected.
2Service Outage Refund
If any core feature of DukaBot AI (WhatsApp AI agent, order management, payment processing, or delivery coordination) stops working for more than 7 consecutive days due to a platform issue on our end, you are entitled to a prorated refund for the affected period. The refund amount is calculated as: Refund = (Monthly subscription price ÷ 30) × number of days the feature was unavailable For example, if you are on the Business plan (TZS 89,000/month) and the AI agent is down for 10 days, your refund would be TZS 89,000 ÷ 30 × 10 = TZS 29,667. This does not apply to scheduled maintenance windows (communicated at least 24 hours in advance) or third-party outages (WhatsApp, M-Pesa, internet providers).
3Partial Downtime Credit
If any feature experiences intermittent issues (not a complete outage) for more than 3 days in a billing period, we will issue a service credit of 10% of your monthly subscription applied to your next billing cycle. To claim this credit, contact support@dukabotai.com with details of the issue and dates affected.
4Feature Removal or Significant Change
If we remove a feature that was listed in your subscription tier at the time of purchase, or make a significant change that reduces its functionality, you may: • Request a full refund for the current billing period, OR • Downgrade to a lower tier at the adjusted price We will provide at least 30 days notice before removing any paid feature.
5Billing Errors & Double Charges
If you are charged incorrectly — including double charges, charges after cancellation, or charges for a wrong tier — we will issue a full refund of the incorrect amount within 7 business days. Contact support@dukabotai.com or sales@dukabotai.com with your payment reference and we will resolve it immediately.
6Downgrade Proration
When you downgrade to a lower tier mid-billing cycle, we calculate the unused portion of your current plan and apply it as a credit to your new plan. No cash refund is issued for downgrades — the credit is applied to future billing cycles. Example: If you downgrade from Pro (TZS 199,000) to Business (TZS 89,000) halfway through the month, you receive a credit of approximately TZS 55,000 applied to your next Business billing cycle.
7Cancellation Policy
You may cancel your subscription at any time from the Billing page in your dashboard. Upon cancellation: • Your account remains active until the end of the current billing period • No further charges will be made • After the billing period ends, your account enters read-only mode (you can view data but not process new orders) • Your data is retained for 90 days after cancellation, after which it is permanently deleted No refund is issued for the remaining days of a cancelled billing period — you retain full access until the period ends.
8Non-Refundable Items
The following are not eligible for refunds: • Charges for periods where the service was fully operational • WhatsApp Cloud API fees charged by Meta (these are third-party costs) • AI message usage that has already been consumed • Enterprise plan custom agreements (governed by individual contracts) • Yearly plans after the first 30 days (see yearly refund window below)
9How to Request a Refund
To request a refund, contact us through any of these channels: • Email: support@dukabotai.com (include your business name, payment reference, and reason) • WhatsApp: +255 678 815 867 • Dashboard: Settings → Billing → Contact Support Please include: 1. Your registered business name or email 2. Payment reference number 3. The specific issue or reason for the refund 4. Dates affected (for service outages) We aim to respond to all refund requests within 48 hours.
10Refund Processing Time
Approved refunds are processed within 7-14 business days, depending on your payment method: • M-Pesa / Tigo Pesa / Airtel Money: 3-7 business days • Bank transfer: 7-14 business days Refunds are returned to the original payment method used for the subscription.
11Questions About This Policy
If you have questions about our refund policy or need assistance, please contact us: • Email: support@dukabotai.com • Sales: sales@dukabotai.com • WhatsApp: +255 678 815 867 • Address: Dar es Salaam, Tanzania This policy may be updated from time to time. We will notify active subscribers of any material changes via email or WhatsApp.