Return & Refund Policy

DuNous provides custom digital services, including custom software development, business websites and landing pages, web application development, and Odoo ERP implementation and configuration.

All deliverables are bespoke — created specifically for each client. As a result, they cannot be "returned" in the traditional sense once work has commenced. This policy governs when and how refunds may be issued.

You may be eligible for a full refund if:

• You submit your refund request within 7 calendar days of your payment date.
• No substantive work has been commenced on your project (no design mockups delivered, no code written, no Odoo environment provisioned).
• The service was booked in error (e.g. wrong amount, duplicate payment).

You may be eligible for a partial refund if:

• Work has begun but is less than 30% complete at the time of the request.
• Both parties mutually agree to discontinue the project scope.

No refund will be issued if:

• Substantive work (more than 30% of the agreed scope) has been completed and delivered.
• The project has been completed and handed over to you.
• Delays or issues arise from information or assets you were responsible for providing.
• You change your mind after work has commenced without DuNous being at fault.

Payments processed through PayHere are subject to PayHere's merchant terms and Sri Lanka's Payment and Settlement Systems regulations. When you pay via PayHere:

• Your card or bank is charged immediately upon successful authorisation.
• A payment notification (including order ID and amount) is sent server-to-server to DuNous for confirmation.
• PayHere issues a transaction receipt to your registered email address.

If you believe a charge was made in error, please contact us first at info@dunous.com before raising a dispute with your bank or card issuer. Chargebacks raised without prior communication may result in suspension of services.

For PayHere-specific payment issues (e.g. money deducted but no confirmation received), you may also contact PayHere support at support.payhere.lk.

To request a refund, email us at info@dunous.com with the subject line "Refund Request — [Your Name]" and include:

• Your full name and email used at checkout.
• The PayHere Order ID (found in your payment receipt email).
• The amount paid and date of payment.
• Reason for the refund request.

We will respond within 2 business days. Approved refunds are processed back to your original payment method within 7–14 business days depending on your bank or card provider.

In the unlikely event that DuNous is unable to fulfil your project after payment (e.g. due to unforeseen capacity constraints or a conflict of interest), we will notify you immediately and issue a full refund within 5 business days, regardless of project stage.

Refund policies apply to the originally agreed project scope. Requests for significant scope changes during a project are handled as separate change orders and do not trigger refund eligibility on previously completed work.

For refund requests or questions about this policy: