Refund and Cancellation Policy

Summary

DuePort is sold as a subscription to the DuePort platform, described on our pricing page. This policy sits alongside our Terms and Conditions and applies to subscriptions bought directly from DuePort Ltd. Nothing in this policy removes any right you have under UK consumer law.

Free plans

Our free plans cost nothing, need no card, and can be left at any time. There is nothing to refund. If you upgrade to a paid plan, the rest of this policy applies from your first payment.

Cancelling a paid plan

You can cancel yourself, at any time, without contacting us:

1. Sign in to DuePort.
2. Open Billing, then Plans.
3. Choose to cancel or downgrade your subscription.

When you cancel, your plan stays active until the end of the billing period you have already paid for, and then does not renew. You keep access until that date. We do not charge a cancellation fee, and we do not require notice.

If you would rather we cancelled for you, email contact@dueport.ai from the address on the account and we will confirm in writing.

14-day refund on your first payment

If you subscribe to a paid plan for the first time and decide within 14 days of that first payment that DuePort is not right for you, contact us and we will refund that payment in full. You do not need to give a reason. Your subscription is then cancelled and access ends.

This applies once per organisation, to a first paid subscription. It does not apply to renewals, to later billing periods, or to additional credit purchases.

If you are a consumer

If you are buying as an individual for purposes outside a business, trade or profession, the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 give you a 14-day right to cancel a contract bought online.

Because DuePort is a digital service you can start using immediately, when you subscribe you ask us to begin supplying it straight away. If you then cancel within the 14-day period, we may keep an amount in proportion to the service already supplied up to the moment you told us; in practice, our 14-day refund above is more generous than this, and we will apply whichever leaves you better off.

To use your statutory cancellation right, tell us clearly within 14 days of the day after the contract was made — email is fine, and you do not need to use a special form. We will refund using the same payment method within 14 days of being told.

Credits and usage

Some plans include, or allow you to buy, credits that are consumed as your agents make and receive calls.

• Credits included with a subscription have no separate cash value and are not refundable on their own.
• Credits you have bought and not used are refundable within 14 days of purchase, provided none of that purchase has been consumed.
• Credits already consumed by calls that were placed or received cannot be refunded, because the underlying telephony has been used.
• If credits were consumed by a fault in our platform, tell us and we will restore or refund them — see When we will always refund.

Changing plan mid-cycle

You can upgrade or change plan at any time from Billing. Our payment processor prorates the change automatically, so you pay only the difference for the remainder of the current period. Downgrades take effect at the start of your next billing period, and the plan you have paid for continues until then.

When we will always refund

Regardless of anything above, we will refund you where:

• you were charged twice for the same period, or charged after cancelling;
• you were charged the wrong amount, or charged for a plan you did not agree to;
• a fault on our side meant the Service was substantially unavailable or unusable for a material part of a billing period — we will refund or credit that part of the period;
• a fault on our side consumed credits without delivering the calls they were meant to pay for;
• we are required to refund you by law.

We do not require you to prove loss for any of the above. Tell us what happened and we will look into it.

What is not refundable

Outside the situations above, we do not normally refund:

• part-used billing periods after your first 14 days — cancelling stops the next renewal rather than refunding the current period;
• credits or minutes already consumed by calls that were delivered, including calls that did not achieve the outcome you hoped for;
• charges arising from how you configured or used the Service, such as campaigns dialling more numbers than you intended;
• periods during which a third-party network, integration or your own systems caused a problem that was not within our control;
• accounts suspended or closed for breach of our Acceptable use rules, including unlawful calling.

Even so, if you think your situation is unfair, ask us. We look at requests on their facts and would rather resolve something than have you feel badly treated.

How to request a refund

Email contact@dueport.ai from the email address on the account, with the subject “Refund request”, and include:

• the name of your organisation and the account email address;
• the plan or purchase concerned, and the date and amount of the charge;
• a short explanation of what you would like refunded and why.

We acknowledge refund requests within one business day and aim to decide within five business days. If we need more information we will ask for it promptly. If we decline a request, we will explain why in writing and tell you how to take it further.

How refunds are paid

Approved refunds go back to the original payment method through our payment processor. We issue them within five business days of approval. Your bank or card issuer then typically takes a further 5–10 business days to show the money in your account — that part is outside our control. We do not charge a fee for issuing a refund, and we do not refund to a different payment method or person unless the original method no longer exists.

If you disagree with an outcome

Please contact us before raising a dispute with your bank or card issuer. A chargeback normally takes far longer than a direct refund and, while it is open, we may suspend the account it relates to. If you are unhappy with our decision, reply to our email and ask for it to be reviewed by a director; we will respond within five business days. If you are a consumer and remain unhappy, you keep your statutory rights and may seek advice from Citizens Advice or your local trading standards service.

How to contact us