Refund Policy

1. Overview

Duteko operates as a marketplace connecting senders with independent travellers and delivery partners. Refund decisions are based on the stage of the delivery, the nature of the issue, and the party responsible.

Refunds are not automatic and are subject to the conditions below.

2. Eligible Refund Scenarios

• The delivery was accepted but never commenced.
• The assigned traveller or courier cancelled and no suitable replacement was provided.
• The customer cancelled before the item was handed over.
• A technical or operational failure on Duteko’s platform prevented the service from being completed.

Administrative or platform fees may be deducted where applicable.

3. Non-Refundable Scenarios

• The item has already been handed over to a traveller or courier.
• Delays caused by customs, border controls, or regulatory checks.
• Incorrect or misleading information provided by the customer.
• Prohibited or restricted items submitted for delivery.
• Change of mind after the delivery process has started.
• Events outside Duteko’s control (including strikes, weather, or government actions).

4. Partial Refunds

In certain cases, Duteko may issue a partial refund where part of the service has already been rendered or non-recoverable costs have been incurred.

5. Lost or Damaged Items

Duteko does not physically handle items. Responsibility for loss or damage primarily rests with the traveller or courier.

Any claims must be reported within 48 hours of the scheduled delivery date and may require supporting evidence.

6. Refund Request Process

1. Contact Duteko Support at support@duteko.com
2. Provide your order reference, reason for the request, and any supporting documents.
3. Submit your request within 7 days of delivery or cancellation.

7. Refund Processing Timeline

Approved refunds are processed within 7–14 business days and are returned via the original payment method where possible.

8. Currency & Fees

Refunds are issued in the original transaction currency. Any bank charges, foreign exchange differences, or third-party fees are non-refundable.

9. Policy Updates

Duteko reserves the right to amend this policy at any time. Continued use of the platform constitutes acceptance of any updates.