We want you to be happy with Dual Login. This Refund Policy explains when refunds are available and how to request one. It forms part of our Terms of Service.
In plain English
A policy has to be precise, which makes it hard to read. Here is the same document answered as the questions people usually arrive with. It is a summary: where the two could be read differently, the numbered sections below govern.
Can I try Dual Login before paying anything?
Yes, and we would rather you did. The free plan needs no card and is there specifically so you can decide whether the product fits before money changes hands. Install it, create a few profiles, point them at the sites you actually work with, and see whether the sessions hold. Most refund requests we receive are from people who subscribed first and tested afterwards, which is the one order of operations we ask you to avoid.
How does billing work, and what happens when I cancel?
Paid plans are billed in advance for the period you chose, monthly or yearly. Cancelling stops the next charge; it does not cut the current period short. You keep everything you paid for until the period you already bought runs out, and your profiles, cookies and settings stay in your account for that whole time. There is no exit fee and no notice period to serve.
When can I get money back?
Section 2 sets out when a subscription charge can be refunded. If something about the product does not work as described, tell us before deciding it is unfixable — a large share of the problems that look like a reason for a refund are a proxy that has been blocked, a fingerprint mismatched to its exit country, or an engine version that needs updating, and all three are fixable in minutes. If it genuinely is not the tool for you, say so plainly and we will deal with it plainly.
Is anything never refundable?
Yes, and section 4 lists it. The pattern is that anything already consumed cannot be handed back: metered usage you have already spent, and third-party services bought through us and delivered by someone else. Proxy traffic is the common example — once the bytes have moved through a provider's network, that provider has been paid for them and we cannot recall them.
What if I just open a chargeback with my bank?
Please talk to us first. A chargeback takes weeks, freezes the account while the dispute runs, and typically ends where an email would have ended in a day. Section 5 explains how we treat disputes. We have never made an argument out of a case where somebody was charged for something they did not get.
How do I actually ask?
Email support@duallogin.com from the address on the account, with the invoice number and one or two sentences about what went wrong. You do not need a form, a reason code or a template. The account address matters only because it is how we know the request came from you.
Does cancelling delete my profiles?
No. Cancelling ends the subscription at the end of the period you have paid for; it does not wipe the account. Your profiles, cookies and settings are still there if you come back, and the desktop data directories on your own machine are untouched either way. If you want the data gone rather than dormant, that is a deletion request under the Privacy Policy and it is a different thing from cancelling.
What happens to my plan limits mid-period if I downgrade?
A downgrade takes effect for billing at the next renewal, so you keep the higher plan's ceilings for the period you already bought. The practical thing to watch is profile count: if you are above the lower plan's limit when the change lands, you will need to remove the excess before you can create new ones. Nothing is deleted for you.
I was charged after I thought I had cancelled.
Send us the invoice. This usually turns out to be one of two things -- a cancellation started but not confirmed, or a second subscription created by signing up again with a different address instead of signing in. Both are visible from our side in a minute and neither is a case we argue about.
Do you refund the yearly plan pro rata if I leave halfway?
The yearly price is a discount for committing to the year, which is what makes it cheaper per month than paying monthly, so it is not a monthly plan you can exit at will. Section 2 governs. If circumstances have genuinely changed rather than plans, tell us what happened -- we would rather hear the real situation than a reason code.
1. Free plan and trials
Our free plan lets you evaluate Dual Login at no cost and with no card required. We encourage you to test the Services on the free plan before you subscribe, so a paid plan is the right fit.
2. Subscription refunds
Paid subscriptions are billed in advance. If you are not satisfied, you may request a refund of your most recent payment within 14 days of that charge, provided your usage is consistent with a good-faith evaluation. Approved refunds are returned to your original payment method through Stripe.
Refunds are considered case by case for issues such as accidental duplicate charges, a failure of the Services we could not resolve, or a billing error on our side.
3. Cancellation
You can cancel your subscription at any time from your account. Cancellation stops future renewals; your plan stays active until the end of the current billing period, after which it moves to the free plan. We do not automatically refund the remaining, unused part of a paid period unless required by law.
4. Non-refundable items
The following are generally non-refundable:
- •Renewal charges after the 14-day window for that charge has passed.
- •Partial or unused periods after a mid-cycle cancellation.
- •Add-ons or one-time services that have already been delivered or consumed.
- •Accounts terminated for breaking our Terms or Acceptable Use Policy.
5. Chargebacks
If you have a billing concern, please contact us first at support@duallogin.com — we can usually resolve it quickly. Opening a chargeback or payment dispute without contacting us may result in suspension of your account while the dispute is reviewed. We keep records of usage and communications to respond to disputes.
6. How to request a refund
Email support@duallogin.com from the address on your account with your invoice number and the reason for the request. We aim to respond within a few business days. Approved refunds are processed through Stripe and typically appear within 5–10 business days, depending on your bank.