This Refund Policy explains when and how you can request a refund for credit purchases on DuckViz. It forms part of our Terms of Service.
1. Free Credits
Every new account receives free credits at signup. Free credits are provided at no cost, have no cash value, and are not eligible for refund or cash-out.
2. 14-Day Money-Back Guarantee
We offer a 14-day money-back guarantee on all new credit purchases. If you are not satisfied with your purchase for any reason, you may request a full refund within 14 days of the transaction date.
To request a refund, email support@duckviz.com with your account email and the transaction ID. Refunds are processed to the original payment method, typically within 14 days of our acceptance of the request.
3. After the 14-Day Window
Outside the 14-day window above, credit purchases are considered final and non-refundable, except where required by applicable law or as described in Sections 4 and 5 below. Credits you purchase do not expire, so unused credits remain available in your account indefinitely.
We encourage you to:
- Try the platform using your free signup credits before making a purchase.
- Start with our smaller credit pack to evaluate your usage patterns.
- Review the credit cost per AI action in the application before buying.
4. Credit Restoration for Technical Issues
Credits are deducted atomically before an AI call and automatically refunded to your balance if the call fails, errors out, or times out. If a verified platform-side bug or outage nonetheless causes credits to be deducted without delivering results, we will restore the affected credits at no charge. Credit restoration is a correction to your balance — it is not a monetary refund and does not extend any withdrawal window.
To report a technical issue, email support@duckviz.com with your account email, the approximate timestamp, and a short description. We aim to respond within 3 business days.
5. Exceptional Refunds
Refunds outside the cases above may be issued at our sole discretion in exceptional circumstances, including:
- Duplicate charges or payment-processor errors.
- Unauthorised transactions that you report to us promptly (we may ask you to also contact your card issuer).
- Long-running service outages that materially prevented you from using purchased credits.
6. California Residents
California Civil Code §1789.3 requires us to disclose that the Complaint Assistance Unit of the Division of Consumer Services of the California Department of Consumer Affairs may be contacted in writing at 1625 North Market Blvd., Sacramento, CA 95834, or by telephone at (800) 952-5210.
7. Account Deletion
If you delete your account, any remaining credits — both free and purchased — are removed with the account. If you would like a refund of unused purchased credits before deleting your account, please request one under Section 2. Credits cannot be transferred to another account.
8. Chargebacks
Before initiating a chargeback with your card issuer, please contact us at support@duckviz.com. We are a small team and can usually resolve issues faster and more fairly than a card-network dispute. Unjustified chargebacks may result in account suspension.
9. Changes to This Policy
We may update this Refund Policy from time to time. Changes will be posted on this page with an updated revision date. Material changes will be communicated via email to the address on file. The 14-day guarantee under Section 2 for purchases made before a change continues to be governed by the policy in effect at the time of purchase.
10. Contact
For refund requests, technical issues, or questions about this policy, email support@duckviz.com. Please include your account email and the transaction ID where applicable.
DuckViz is a trading name used by Vikas Awaghade, a sole proprietor under Indian law, based at The Orchid, Ivy Estate Road, Wagholi, Pune 412207, Maharashtra, India.