Refund Policy
How cancellations, refunds and service credits work for Dushnex Logistics subscriptions, implementation services and add-ons.
Last updated: 31 August 2026
1. Scope
This policy applies to purchases made directly from Dushnex Logistics. Purchases made through a reseller or marketplace are governed by that party’s refund terms.
2. Subscriptions
- Annual plans: a full refund is available if requested within 14 days of the first purchase and less than 20% of licensed users have been activated. After 14 days, annual fees are non-refundable but remain usable for the paid term.
- Monthly plans: non-refundable. Cancel before the next renewal date to avoid the following charge.
- Mid-term downgrades: take effect at the next renewal; we do not refund unused seats mid-term.
- Upgrades: billed pro-rata for the remainder of the current term.
3. Implementation, migration and training
One-time services are non-refundable once work has commenced. If we have not started, a full refund is issued. If work is partially complete, we refund the unused portion based on hours delivered.
4. Service credits
If monthly availability falls below the target in our Service Level Agreement, you may claim service credits. Credits are applied against future invoices, are the sole remedy for downtime, and are never paid out in cash. Claims must be submitted within 30 days of the affected month.
5. Exceptions
- No refunds for accounts terminated for breach of the Terms of Use or Acceptable Use Policy.
- No refunds for third-party fees, carrier charges, customs duties or taxes.
- No refunds for unused seats, storage or API volume within a paid term.
6. How to request a refund
Email billing@dushnexlogistics.tech with your company name, invoice number and the reason for the request. We acknowledge within two business days and confirm the outcome within ten business days. Approved refunds are returned to the original payment method; bank processing can add a further five business days.
