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
Who refunds you depends on where you bought. We are not the merchant of record for either store, so refunds are ultimately processed by the platform:
| Where you bought | Product types | Who processes the refund |
|---|---|---|
| Telegram Mini App (Telegram Stars) | One-off purchases and defined access periods; no auto-renewal | Telegram, on our request — see § 2 |
| iOS app (Apple App Store) | Consumable purchases and auto-renewable subscriptions | Apple, at Apple's discretion — see § 3 |
Your statutory rights as a consumer in the UK or EEA are not affected by this policy — see § 4.
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 rules and timelines.
If you want to request a refund for a Stars purchase:
-
Email refunds@theduetto.com from an email address 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
-
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.
-
If we decline the refund, we will explain why and you may pursue the issue directly with Telegram support.
3. Apple App Store purchases and subscriptions
For purchases made in the iOS app, Apple is the merchant of record and handles all refunds. We cannot issue, approve, or deny a refund for an App Store purchase, and we never see your payment details.
To request a refund:
- Go to reportaproblem.apple.com and sign in with the Apple Account used for the purchase, or open Settings → your name → Media & Purchases → View Account → Purchase History on your device.
- Select the purchase and choose "Request a refund".
- Apple reviews the request and decides the outcome. Apple's decision is governed by the Apple Media Services Terms and Conditions.
Cancelling a subscription is not a refund. Turning off auto-renewal (Settings → your name → Subscriptions) stops future charges; it does not refund the current period, and you keep access until that period ends. See § 6.4 of our Terms of Service.
If Apple grants a refund, we are notified through App Store server notifications and the corresponding entitlement is removed from your account.
If you believe you were charged in error and Apple has declined your request, email support@theduetto.com — we cannot reverse the charge, but we can check the entitlement on our side and help you escalate with Apple.
4. Statutory rights (UK and EEA consumers)
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.
Nothing in this policy limits your rights in respect of digital content that is faulty, not as described, or not fit for purpose.
5. Non-refundable items
The following are generally non-refundable:
- Readings that have been generated and viewed (the digital content has been delivered)
- Telegram Stars purchases more than 21 days old (Telegram limitation)
- The remaining, unused part of a subscription period after you turn off auto-renewal
6. Chargebacks
If you initiate a chargeback or payment-card dispute without first contacting us or the relevant platform, we may suspend your account pending the outcome. We strongly prefer that you contact refunds@theduetto.com (Telegram Stars) or Apple (App Store) first — most disputes are resolved faster and more favourably this way.
7. Contact
For refund requests or questions:
- Email: refunds@theduetto.com — or support@theduetto.com for anything else
- Postal: MAVK ANALYTICS LTD, 20 Wenlock Road, London, England, N1 7GU
This is the master English version. Translations are provided for convenience; in case of conflict, the English version prevails.