This Refund Policy explains when and how you can request a refund for purchases made through Duetto, operated by Mavk Analytics LTD ("we", "us"). It forms part of our Terms of Service.
1. Overview
Duetto's paid products are one-off purchases via Telegram Stars (individual readings, packs, and defined access periods). Purchases do not auto-renew. This policy explains when and how you can request a refund for them.
2. Telegram Stars purchases
Telegram Stars purchases are processed by Telegram FZ-LLC, not by us. Telegram retains discretion over refunds and follows its own refund timeline and rules.
If you want to request a refund for a Stars purchase:
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Email refunds@theduetto.com from your Telegram account email (or the email you can verify), including:
- Your Telegram user ID or @username
- The approximate purchase date and amount
- The product purchased
- The reason for the refund request
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We will review the request and, if we agree it should be refunded, we will initiate the refund through the Telegram Stars system. Refunds can only be issued within 21 days of the original purchase — this is a Telegram limitation, and after that window we are technically unable to refund. When a refund is issued within the window, the Stars are returned to your Telegram balance, usually right away.
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If we decline the refund, we will explain why and you may pursue the issue directly with Telegram support.
Statutory rights. If you are a consumer in the UK or EEA, your statutory rights are not affected. For digital content purchased online, you generally have a 14-day cooling-off period under the UK Consumer Contracts Regulations 2013 and the EU Consumer Rights Directive — unless you expressly consented to immediate delivery and acknowledged that you waived your right of withdrawal once delivery begins. By starting to use a reading or other digital content immediately after purchase, you are deemed to have given that consent and waiver.
3. Non-refundable items
The following are generally non-refundable:
- Readings that have been viewed (the digital content has been delivered)
- Stars purchases more than 21 days old (Telegram limitation)
4. Chargebacks
If you initiate a chargeback or payment-card dispute without first contacting us, we may suspend your account pending the outcome. We strongly prefer that you contact refunds@theduetto.com first — most disputes are resolved faster and more favourably this way.
5. Contact
For refund requests or questions:
- Email: support@theduetto.com
- Postal: Mavk Analytics LTD, 20 Wenlock Road, London N1 7GU, England
This is the master English version. Translations are provided for convenience; in case of conflict, the English version prevails.