Refund Policy

Last updated: October 23, 2026

Every account starts with 2 free rounds, so you can try DuoAsk before you pay. If you buy a pack and change your mind, you can get your money back for the rounds you haven't used, within 14 days.

1. Who processes payments and refunds

Our order process is conducted by our online reseller Paddle.com. Paddle.com is the Merchant of Record for all our orders. Paddle provides all customer service inquiries and handles returns. Refunds go back to your original payment method.

2. Refunds within 14 days

You can request a refund within 14 days of the purchase date:

• No rounds from the pack used: full refund.
• Some rounds used: partial refund for the unused rounds, calculated as the price you paid × (unused rounds ÷ rounds in the pack). When we work out how many rounds from a pack you have used, rounds you already had before the purchase, including free rounds, count as used first.
• All rounds used: no refund.

Example: you buy the 15-round pack for $19 with 1 free round left. You then play 4 rounds. The first counts against your free round, so 3 rounds from the pack are used and 12 are unused. Your refund is $19 × 12 ÷ 15 = $15.20.

3. After 14 days

Purchases are not refundable after 14 days, except where the law requires otherwise or in the cases below.

4. When we always fix it

Whenever the purchase was made, contact us and we will put it right, with a refund where appropriate, if:

• you were charged but the rounds never reached your account;
• you were charged twice for the same purchase;
• a technical problem on our side meant you could not use rounds you paid for.

5. How to request a refund

Email support@duoask.si from the address on your DuoAsk account, and include the order number from your Paddle receipt email. You can also contact Paddle directly through the link in that receipt, or at paddle.net. We aim to reply within 2 business days. Once a refund is approved, Paddle returns the money to your original payment method. How long it takes to appear depends on your bank or card provider.

6. What happens to your rounds

When a refund is issued, the refunded rounds are removed from your balance. If you open a chargeback or payment dispute instead of contacting us, the rounds from that purchase are also removed. We may pause the account while the dispute is open.

7. Your legal rights

This policy does not affect any rights you have under the law where you live. If you are a consumer in the European Union, the European Economic Area, the United Kingdom or Switzerland, you may have a statutory 14-day right to withdraw from a purchase of digital content. The refunds above for unused rounds apply in addition to any such rights.

8. Contact

Questions about a purchase or refund: support@duoask.si.