DuoPet Universe Refund and Cancellation Policy

Effective date: September 10, 2026
Last updated: September 10, 2026
Operator: DuoPet Studio
Contact email: ss343300@gmail.com
Official website: https://duopetstudio-official.web.app/

This Policy explains the principles that apply to in-app purchases, subscriptions, cancellations, and refunds for DuoPet Universe (the “App”).

The App provides digital goods and digital services and does not involve returns or exchanges of physical goods. “Refund” in this Policy refers to a refund for a digital purchase made through App Store, Google Play, or another lawful purchase platform.

1. Purchase Platforms

Payments are generally processed by the platform through which you download or purchase the App, including:

  • Apple App Store;
  • Google Play.

Payment, taxes, billing, refund eligibility, cancellation methods, and refund processing time may depend on the purchase platform, payment method, your location, and applicable law.

2. Apple App Store Purchases

If your purchase was made through Apple App Store, payment, subscription management, and most refund requests are managed by Apple.

You may review Apple’s then-current refund rules and, where eligible, submit a request through Apple’s official Report a Problem service:

https://reportaproblem.apple.com/

Eligibility, processing time, and the effect of a refund on your entitlement are determined by Apple under its applicable terms and local law.

DuoPet Studio cannot approve or expedite a refund request that is controlled by Apple.

3. Google Play Purchases

If your purchase was made through Google Play, refund eligibility and the available request process are governed by Google Play’s then-current refund policies, the circumstances of the purchase, your location, and applicable law.

Google Play refund information:

https://support.google.com/googleplay/answer/15574908

If Google Play directs you to contact the developer, or if you need help troubleshooting a purchase or entitlement problem, you may contact DuoPet Studio. We will assist within our available platform permissions and may issue a refund where permitted and appropriate under this Policy and applicable law.

When contacting us, provide only the information reasonably necessary to identify the issue, such as:

  • purchase platform;
  • order or transaction identifier;
  • purchased item;
  • purchase date;
  • description of the problem.

Do not send a full credit card number, debit card number, password, or other unnecessary sensitive payment information by email.

4. Cancelling a Subscription

If you purchased an auto-renewable subscription, manage or cancel renewal through the original purchase platform.

Apple

Apple subscription-management information:

https://support.apple.com/118428

Google Play

Google Play subscription-management information:

https://support.google.com/googleplay/answer/7018481

Uninstalling the App does not cancel a subscription.

Cancellation primarily stops future renewal. Whether access continues through the paid period, when cancellation takes effect, and whether immediate cancellation or a prorated refund is available in a particular region are governed by the purchase platform and applicable law.

5. Cancellation Is Not Automatically a Refund

Cancelling a subscription does not automatically refund amounts already paid.

If you also want a refund, use the original platform’s refund process or contact DuoPet Studio when the platform permits the developer to handle the request.

6. Lifetime Purchases

If the App offers a “lifetime” or other one-time non-consumable purchase, it is a one-time digital entitlement that does not require periodic renewal.

“Lifetime” means that no recurring subscription payment is required while the relevant product and service continue to be provided and the purchase account and compatible platform can still validate the entitlement. It does not guarantee that any third-party platform, operating system, service, or App will exist forever.

If a transaction is refunded, revoked, or cancelled under applicable law or platform policy, the corresponding paid entitlement may also be removed.

7. Technical Problems or Missing Entitlements

If you were charged but experience any of the following, contact DuoPet Studio for assistance:

  • a paid entitlement was not activated correctly;
  • a purchase cannot be restored;
  • a duplicate purchase or suspected duplicate charge;
  • the App’s purchase state does not match the platform order;
  • another purchase problem directly related to the App.

We will first help determine whether the issue can be resolved through purchase restoration, entitlement revalidation, or another technical remedy. If a refund is still appropriate, we will process it where the platform permits or direct you to the applicable platform refund process.

8. Unauthorized or Suspicious Transactions

If you notice an Apple or Google Play charge that was not made by you or someone you know, use the purchase platform’s unauthorized-transaction process first and secure the relevant Apple/Google account and payment method.

DuoPet Studio will never ask you for a full card number or account password to process a refund.

9. Taiwan Distance Transactions and Digital Content

Under Taiwan’s Consumer Protection Act, distance transactions may generally carry a statutory withdrawal right, while applicable law also provides reasonable exceptions for certain digital content or online services that are supplied only after required prior notice and consent.

This Policy does not claim that all in-app purchases are automatically excluded from statutory withdrawal rights. Whether a withdrawal right or an exception applies depends on the actual transaction, the platform flow, whether legally required prior notice/consent was completed, and the law in force at the time.

Nothing in this Policy limits non-waivable rights concerning defects, refunds, or other consumer protection.

10. Mandatory Rights in Other Regions

Different countries and regions may provide mandatory rules regarding digital content, subscriptions, refunds, withdrawal rights, cancellation rights, or consumer protection.

This Policy does not exclude rights that cannot lawfully be waived. If this Policy conflicts with mandatory law applicable to you, that mandatory law prevails.

11. Changes to This Policy

We may update this Policy due to changes in Apple or Google rules, applicable law, the product, or payment methods. The current version will be published on the official website with its effective or updated date.

12. Languages

This Policy is provided in Traditional Chinese and English as official versions. If the two versions are inconsistent, the Traditional Chinese version is the primary version for interpretation, without limiting rights that cannot lawfully be excluded.

Automatic translations generated by browsers or other tools are provided only for reading convenience and do not replace the official versions above.

13. Contact

For purchase, subscription, or refund assistance:

DuoPet Studio
Email: ss343300@gmail.com
Official website: https://duopetstudio-official.web.app/