This policy explains when and how refunds are provided for services purchased from Dune, how to cancel, and how long a refund takes to reach you. It applies alongside our Terms of Service and Delivery Policy.
For website builds, we prepare a free preview ("demo") at no cost and with no obligation. You only pay once you have seen the demo and chosen to proceed, so you know what you are getting before any payment is made.
Recurring services such as a monthly care plan bill in advance for each period. You may cancel at any time; cancellation stops future charges and takes effect at the end of the current billing period. Fees already paid for the current period are non-refundable, and you keep access to the service until that period ends. We do not charge a cancellation fee, and there is no minimum term unless your written quote says otherwise.
Advertising management fees cover our work in planning, launching, and managing your campaigns. These service fees are non-refundable once the work for the period has been performed. Advertising spend (the budget paid to platforms such as Google or Meta) is separate, is controlled by those platforms, and is not refundable by Dune.
To cancel an order or a recurring service, email [email protected] from the address on your order, or call us on the numbers below. Please include your business name and order or invoice reference. We confirm every cancellation in writing by email, normally within 1 business day — if you do not receive that confirmation, please contact us again, because the cancellation is not recorded until we confirm it.
Email [email protected] with your order or invoice reference and the reason for your request, or call us. Refund requests should be made within 30 days of the payment or the delivery date, whichever is later.
Where only part of an order is refundable — for example, a build cancelled midway — we set out in writing what work was completed and how the refunded amount was calculated, so the figure is never a number without an explanation.
If you are unhappy with a charge, contact us first at [email protected]. Almost everything is resolved faster directly than through a bank dispute or chargeback, and we would rather fix the problem than argue about it. Raising a dispute with your bank does not remove your right to a refund under this policy, and contacting us does not remove your right to raise one.
If you are not satisfied with how a refund or cancellation was handled, email [email protected] with "Complaint" in the subject line. We acknowledge complaints within 2 business days and aim to resolve them within 10 business days, keeping you informed if it takes longer.
Nothing in this policy limits any rights you may have under applicable consumer-protection law. Where such law provides you with greater rights, those rights apply.
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