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Refunds & Dispute Resolution Policy

Policy governing refunds on voluntary tips, digital download purchases, paid post unlocks, and merchandise returns on Dukkung.

Last updated: August 2026•Applies to: Indonesian & Global Users

1. General Principles

Because Dukkung operates as an instant creator monetization and cashier platform, transactions are processed and credited in real-time in Indonesian Rupiah (IDR). Different transaction categories have distinct refund eligibility rules.

2. Voluntary Donations & Stream Tips

All donations and stream tips are final and non-refundable.

  • Donations, superchat-style messages, media share submissions, and wheel triggers are voluntary gratuities given without expectation of commercial goods or contractual service.
  • Once a donation QRIS or e-wallet slip is marked as "LUNAS / PAID" and the overlay alert is triggered on stream, the transaction cannot be reversed.

3. Digital Goods & Micro-Paywalled Content

Due to the instantaneous, intangible nature of digital assets:

  • Non-Refundable Upon Access: Digital shop downloads (presets, Notion templates, e-books, source code, 3D files) and Paid Post unlocks are generally non-refundable once the signed download link or content has been delivered.
  • Exceptions (Technical Defects / Misrepresentation): If a digital file is corrupt, completely broken, missing, or substantially misleading compared to the creator's product listing, buyers may report the issue within 48 hours of purchase.

4. Physical Merchandise Purchases

For physical goods purchased via a Creator Shop:

  • Damaged / Defective Goods: If an item arrives damaged or materially defective, the buyer must provide unboxing video proof to the creator within 3 business days of delivery.
  • Unfulfilled Orders: If a creator fails to ship a pre-order or item within the stated timeline without notice, Dukkung may facilitate a full refund to the buyer's original payment method.

5. Payment Disputes and Chargebacks

Attempting fraudulent chargebacks or payment reversals after receiving digital goods or stream alerts is a violation of our Acceptable Use Policy and will result in immediate buyer ban and potential recovery actions.

6. How to Request Assistance

If you have an unresolved dispute with a creator or encountered a technical payment processing error, contact our support team at support@dukkung.com with your transaction receipt number.