Refund Policy

1. Who issues the refund

For sales processed under the Merchant of Record model, DORSKO LIMITED trading as DorskoPay is the seller of record. That means the refund decision, the refund itself and the money are ours — you do not need to negotiate with the software supplier, and you do not need the supplier's agreement to obtain a refund you are entitled to.

Where a request turns on what was delivered or what was promised, we ask the supplier for evidence as part of the investigation. The decision remains ours.

Refunds are returned to the payment method used for the original purchase. We cannot refund to a different card, a different bank account, a different payment method or a different person. This is a fraud control and it is not waived on request.

2. How to request a refund

1. Find your transaction reference

Every purchase generates a receipt containing a transaction reference. It is the fastest way for us to locate the payment. If you cannot find it, the email address used at checkout plus the approximate date and amount will usually do.

2. Tell us what happened

Email support@dorskopay.com with the reference, the email address used at checkout, and a short description of the problem. If you have screenshots, error messages, or the correspondence you have already had with the supplier, include them — they usually shorten the investigation considerably.

3. We acknowledge

We acknowledge refund requests within one business day and tell you what, if anything, we still need from you.

4. We investigate and decide

We review the transaction record, the delivery evidence and, where relevant, the supplier's response. We aim to decide within five business days of having everything we need. Where a request is complex — a disputed delivery, a technical fault the supplier is still investigating — it may take longer, and we will tell you if it will.

5. We process the refund

If the refund is approved we submit it immediately. When it appears on your statement is controlled by your bank or card issuer, not by us.

3. Refund, cancellation and chargeback are three different things

These are confused constantly, and the confusion costs buyers money and time. The difference matters:

If you want your money back and you want the subscription to stop, ask for both. Say so explicitly and we will do both.

4. Situations where a refund is issued

Duplicate charges

If you were charged more than once for the same purchase, the duplicate is refunded in full. Send us either transaction reference; we will identify the pair and reverse the duplicate. We do not require you to prove the duplication — we can see it.

Unauthorised charges

If a payment was made using your payment method without your authority, tell us immediately and also contact your card issuer or bank. Where our investigation confirms the transaction was not authorised by the cardholder, it is refunded in full and we block further charges on the credential.

Non-delivery

If access, a licence key, a download or an account was never provided, the purchase is refunded in full. Check the spam folder of the email address you used at checkout first — it resolves the majority of reported non-deliveries — and if access still has not arrived, contact us with your transaction reference. See the Delivery Policy for what counts as delivered for each type of product.

Materially defective or misdescribed software

If the product does not do what its description said it does, or is materially faulty, tell us what you expected and what you got. Where you are a consumer, your statutory remedies apply: repair or replacement, a price reduction, or a refund, depending on the circumstances. Where a defect cannot be fixed within a reasonable time and without significant inconvenience to you, the purchase is refunded.

Contact the supplier first where you reasonably can — most technical problems are fixed fastest by the people who wrote the software. If that does not resolve it, come to us with what you tried, and we will take it up as seller of record.

Failure of a hosted service

If a subscription service you paid for is unavailable for a sustained period, so that you did not get the access you paid for, we refund the affected period in whole or in part. A short, ordinary interruption is not a failure of delivery.

Cancellation rights for digital content

Where you have a statutory cancellation or withdrawal right for a distance contract and that right has not been lost, exercising it entitles you to a refund. Whether the right has been lost depends on whether you gave express consent to immediate supply and acknowledged the consequence — see clause 27 of the Buyer Terms, which explains exactly how the checkout captures that and what happens if you decline to give it.

Orders we refuse or cancel

Where we refuse or cancel an order after it has been charged — because the product was withdrawn, the price was obviously wrong, the supplier was suspended, or the order failed a fraud or verification check — it is refunded in full without deduction, whether or not you asked.

5. Situations where a refund may not be issued

We do not operate a blanket no-refund rule, and we do not refuse refunds to consumers where the law requires one. There are, however, situations in which a request is likely to be declined:

• The product was delivered, works as described, and you have simply changed your mind after a cancellation right has been validly lost under clause 27 of the Buyer Terms.
• You are asking to reverse a subscription period you had full access to and used, where the renewal was disclosed at purchase and notice was given.
• The complaint is about a limitation of the product that was clearly stated in its description before you bought it.
• The request is materially inconsistent with the evidence — for example, non-delivery is claimed for a product that has been actively used.
• The request forms part of a pattern of repeated refund requests across accounts or payment methods that indicates abuse rather than a genuine problem.

If we decline a request, we tell you why, in writing, and tell you how to have the decision reviewed. Where you are a consumer, we also tell you that your statutory rights and your right to raise a dispute with your card issuer are unaffected.

6. Subscription renewals

A renewal charge is refundable where it should not have been taken — for example the subscription was cancelled before the renewal date, the renewal price was not what was disclosed at purchase, or a renewal notice required by law was not sent.

Where a renewal was properly disclosed and properly taken, and you simply forgot about it, we look at when you noticed, whether the period was used, and whether a renewal reminder reached you. In practice, where a renewal is reported promptly and the new period has not been used, we generally refund it and cancel the subscription. That is a discretionary approach, not a right you can insist on, and it is not available where it is being used repeatedly.

Cancelling is always faster than reclaiming. Cancellation is available online at any time from the customer portal — see the Subscription Policy.

7. Free trials

Nothing is charged during a free trial. If a charge is taken during a period that was advertised as free, it is refunded in full.

If you were charged because a trial converted and you had intended to cancel, tell us promptly. Where the conversion charge is recent and the paid period has not been used, we will generally refund it and cancel the subscription.

Trials that do not clearly state the post-trial price, the conversion date, or how to cancel are prohibited by the Acceptable Use Policy. If you encountered one, tell us — it is a supplier compliance issue as well as a refund request.

8. Partial refunds and tax

A refund may be partial where only part of what you paid for was affected — for example an unused portion of a subscription period, or one item from a multi-item order.

Transaction tax is reversed in proportion to the amount refunded. A full refund reverses the full amount you paid including tax; a partial refund reverses a proportionate share of the tax.

Where the refunded amount is documented, the credit documentation is issued under DorskoPay as seller of record, in the same way as the original sale documentation.

9. Timing, and why your bank controls the last step

Once a refund is approved we submit it straight away. From that point, when the money appears in your account is determined by your card issuer, bank or payment provider — not by DorskoPay.

Card refunds commonly take several business days to appear, and can take longer across a weekend or a public holiday, or where the original card has since been replaced. We cannot accelerate that step and neither can the supplier.

If a refund we have confirmed has not appeared after ten business days, contact us with the refund confirmation and we will provide the acquirer reference for you to give to your bank.

10. Evidence we may ask you for

For most requests, the transaction reference is enough. For some, we may ask for more — not to make the process difficult, but because the answer genuinely depends on it:

• For a non-delivery claim: the email address used at checkout, and confirmation that the spam folder has been checked.
• For a "not as described" claim: what the description said, what the product does, and any correspondence with the supplier.
• For a fault: screenshots or error messages, and the steps that produce the problem.
• For an unauthorised transaction: confirmation that the payment method has been reported to your issuer, where you have done so.

We will not ask you for your full card number, your card security code, your online banking credentials or a copy of your card. Nobody at DorskoPay will ever request those, and a message that does is not from us.

11. Suspected fraud and refund abuse

We investigate refund requests that show signs of fraud or systematic abuse — for example a series of purchases and refund claims across multiple accounts, payment methods or email addresses, or a claim of non-delivery for a product that is demonstrably in use.

Where we conclude that a request is fraudulent, we decline it, may deactivate the product, and may refuse future orders. We may also report the matter where we are required or entitled to.

We do not publish the specific indicators or thresholds we use, because doing so would tell the people we are screening for exactly what to avoid. A genuine buyer with an ordinary problem will not encounter this clause.

12. If you disagree with our decision

Reply to the decision and ask for it to be reviewed, saying what you think we got wrong and enclosing anything new. A review is carried out by someone other than the person who made the original decision, and we respond in writing.

If you remain dissatisfied, the Complaints Policy sets out the full escalation route.

You also retain, at every stage, your rights under applicable consumer law and your right to raise a dispute with your card issuer or payment provider. Nothing in this policy restricts either, and using our process first does not waive them.

13. Contact

Refund requests and questions about this policy go to support@dorskopay.com, or through the contact form. Please quote your transaction reference.