Refund & Cancellation Policy

1. Nature of Digital Products

Unlike physical items, digital software products (including executable setups, database seeds, and cryptographic activation licenses) cannot be physically returned once issued. Upon successful checkout via our verified payment gateway, unique license keys are immediately generated and bound to your account. Therefore, refund requests are evaluated strictly against the guidelines outlined below.

2. Circumstances Eligible for a Refund

You are entitled to a full refund under the following conditions:

• Verified Technical Defect: The software fails to run or causes continuous critical crashes on an operating system that meets our published minimum system requirements, and our support team fails to resolve the issue via AnyDesk remote support within 3 business days.
• Duplicate Billing: An accidental duplicate transaction occurred due to a gateway timeout or network glitch, resulting in multiple charges for the same order.
• Undelivered License: You successfully completed payment, but the automated license generation failed and our support team did not provide the license key within 24 hours of notification.

3. Non-Refundable Circumstances

Refunds will strictly NOT be granted under the following scenarios:

• Change of Mind: You simply changed your mind, no longer need the software, or found an alternate product after purchasing and activating the license.
• System Incompatibility: Failure to verify published system requirements prior to purchase (e.g. attempting to install Windows-only POS software on a macOS or iPad terminal without an approved emulator).
• Third-Party Hardware Issues: Incompatibility with faulty or non-standard thermal printers, barcode scanners, or local network router misconfigurations where the software itself is functioning properly.
• Custom Development Work: Bespoke custom software engineering, advance milestone payments, or website development hours already completed and delivered.
• Refusal of Support: Refusing to allow ByDukaan technical support engineers to inspect or troubleshoot the issue via remote screen-share (AnyDesk / TeamViewer).

4. Refund Request Procedure

1. Log in to your ByDukaan Customer Dashboard and go to Support Tickets.
2. Submit a ticket with category Billing & Refunds, citing your Order Number and detailed diagnostic screenshots or crash logs.
3. Allow our tier-2 support team up to 24–48 hours to inspect the diagnostic report and schedule an AnyDesk troubleshooting session if appropriate.
4. If the defect is confirmed and cannot be resolved, your refund will be authorized. The associated license key will be immediately deactivated and blacklisted.