Legal
Refund & SLA policy
Last updated 19 October 2026. Plain language, no surprises.
Uptime SLA
We commit to 99.9% monthly uptime for storefronts and checkout, measured on our public status page.
- Below 99.9% (more than ~43 minutes of downtime): 10% credit on next month's bill.
- Below 99.5%: 25% credit.
- Below 99.0%: 50% credit.
Credits are applied automatically. Scheduled maintenance announced 48 hours ahead and nationwide internet shutdowns are excluded.
Refunds
- Monthly plans can be cancelled any time; you keep access until the end of the paid period.
- Annual plans can be refunded pro-rata within the first 30 days.
- Unused add-on credits (SMS, AI) are non-refundable but never expire while your account is active.
How to claim
Contact hello@dokan.ai or call +880 1700-000000. We respond within one business day.