Refund & Cancellation

What this policy covers

This policy explains cancellations and refunds for purchases in Dueloo, offered by ZOHM Technologies Private Limited: the Dueloo Pro subscription and coin packs. Dueloo is free to play, so you only pay if you choose to. It forms part of our Terms of Use.

Cancelling Dueloo Pro

Pro renews automatically until you cancel. You can cancel at any time:

• Pro on Android (Google Play): open the Google Play Store, tap your profile picture, then Payments & subscriptions → Subscriptions → Dueloo → Cancel subscription, or go to play.google.com/store/account/subscriptions. Uninstalling the app does not cancel a subscription.
• Pro paid directly (UPI AutoPay or card through an authorized payment gateway): open Manage Pro in the app and tap cancel.

Cancelling stops the next renewal. Pro stays active until the end of the billing period you have already paid for, and then your account returns to the Free plan. Your progress, XP, coins and cards stay with you.

Refunds for Dueloo Pro

• No prorated refunds. When you cancel, you keep Pro for the rest of the paid period instead of getting money back for the unused days.
• No free trial. Pro has no free trial or introductory price, so every billing period is charged in full when it starts.
• Google Play purchases are billed by Google, and refunds for them follow Google Play’s refund policy. You can request a refund from Google Play directly. If Google refunds a Pro purchase, Pro access for that period ends.
• Direct payments: if you were charged for a renewal after you had cancelled, or charged twice for the same period, write to us and we’ll refund the extra charge once we’ve verified it.

Coin packs

Coin packs are one-time purchases. The coins are added to your Dueloo balance as soon as the payment is confirmed; some payments are checked by our team before the coins appear.

Coin packs are non-refundable once the coins are credited, whether or not you have spent them. Coins have no cash value and can’t be withdrawn or exchanged for money.

The exceptions are payment problems:

• Failed charge: money was debited but the coins never arrived. We’ll check the payment and either credit the coins or refund the amount.
• Duplicate charge: you were charged more than once for the same order. We’ll refund the extra charge.

Verified refunds go back to the original payment method. We aim to start a verified refund within 7 working days; your bank or payment app may take a few more days to show it.

Coins you spend in the app

Coins spent in the app, for example on chests, card trades or classes, are final. Ranker Cards, chests and other virtual items can’t be returned for coins or money. If an instructor cancels a live class you paid coins for, the coins are returned to your balance automatically.

How to raise a payment issue

Write to support@dueloo.com with the subject “Payment issue” and include:

• the mobile number or username on your Dueloo account;
• what you bought (Pro or a coin pack), and the date and amount;
• your Google Play order ID (it starts with “GPA.”, from the Google Play receipt email), or the transaction reference from your bank or UPI app;
• a screenshot of the payment, if you have one.

We usually reply within 48 hours. Please contact us before raising a dispute or chargeback with your bank, so we can fix it faster. If you’re not satisfied with our answer, you can escalate it to our Grievance Officer; see the Contact page.

Changes to this policy

We may update this policy from time to time. The date at the top shows the latest version. Changes don’t affect a purchase you made before the change.

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