Terms of Service

Dueback is an online service that helps UK households identify potential council tax discounts, exemptions, and reductions, and prepares and submits the relevant correspondence to your billing authority on your behalf.

You can apply to your council for free, yourself. You do not need to use Dueback. Any council tax discount, exemption, or reduction can be applied for directly by contacting your local council at no cost. Dueback charges a fixed fee to handle the paperwork and submission on your behalf as a convenience service.

Dueback is a document preparation and submission service only. It is not legal advice, financial advice, or a claims management service. All decisions regarding council tax are made solely by your local billing authority.

You must be:

• aged 18 or over;
• a resident of the United Kingdom; and
• providing accurate information about your household circumstances.

You are responsible for ensuring that all information you provide is accurate, complete, and up to date. Dueback relies entirely on the data you supply when generating your report and claim pack. Providing false or misleading information to your council may have legal consequences.

Your savings report and council letter are generated by our automated analysis system. While we take reasonable steps to ensure accuracy and relevance, the analysis output:

• may occasionally contain errors or omissions;
• does not constitute professional legal or financial advice;
• should be reviewed by you before being submitted to your council.

You accept full responsibility for any council tax claim you submit using materials produced by Dueback.

Dueback makes no warranty, express or implied, that using the service will result in a council tax reduction. Local councils apply their own rules and discretion. We cannot guarantee that your application will be accepted, processed within a particular timeframe, or result in any reduction to your council tax bill.

Where you request the submission service, Dueback will:

• analyse your household circumstances using the information you provide;
• generate a personalised application letter and evidence checklist; and
• submit that correspondence to your billing authority by email on your behalf.

Deliverymeans successful email transmission of the application to your billing authority. Delivery constitutes fulfilment of the service. Dueback is not responsible for the outcome of any application submitted to a council, any council's failure to respond, or any delays in the council's own processing.

If email transmission fails due to a technical fault on our side, you may request a copy of your generated claim pack by emailing support@dueback.co.uk and we will resend it within 2 working days, at no extra charge.

Dueback charges a fixed fee of £7.99 for the document preparation and submission service described in section 6. This fee is payable at the point of submission.

Free alternative: You can submit a council tax discount or reduction application to your council directly at no cost. The £7.99 fee covers the convenience of Dueback preparing and submitting the paperwork on your behalf.

Dueback does not charge contingency fees, success fees, or any percentage of any saving you may receive. The fixed £7.99 fee is the total cost of the service regardless of outcome.

Refund policy

• Before submission: If Dueback has not yet transmitted your application to your billing authority, you may request a full refund within 14 days of payment by emailing support@dueback.co.uk.
• After submission:The £7.99 fee is non-refundable once your application has been successfully transmitted to your billing authority. The service is fulfilled upon transmission, regardless of the council's decision on your application.
• Technical fault: If your application was not transmitted due to a fault on our part, you are entitled to a full refund or a re-submission at no extra charge. Contact us at support@dueback.co.uk.
• Chargebacks: Raising a chargeback dispute with your card provider for a completed and transmitted claim may result in suspension of your account. We encourage you to contact us directly before initiating a chargeback — we aim to resolve refund requests within 5 working days.

Your statutory consumer rights under the Consumer Rights Act 2015 and Consumer Contracts Regulations 2013 are not affected by this policy. In particular, you have a right to cancel within 14 days of purchase unless you have expressly requested that service begins immediately and the service has been fully performed.

Use of this service is subject to our Privacy Notice, which explains how we collect, use, and protect your personal data in accordance with UK GDPR and the Data Protection Act 2018.

All content on this website, including text, design, and code, is owned by Dueback or its licensors. You may not reproduce, distribute, or commercially exploit any part of this service without our written permission.

Content generated specifically for your claim pack (your personalised letter and checklist) is yours to use for the purpose of communicating with your council.

To the fullest extent permitted by law, Dueback is not liable for:

• any loss of council tax reduction, income, or savings;
• errors in analysis output or claim pack content;
• any decisions made by your local council;
• indirect, consequential, or incidental loss arising from use of the service.

Where liability does arise, our total liability to you in connection with the service will not exceed the greater of the fee you paid or £1,000.

Nothing in these terms limits our liability for death or personal injury caused by our negligence, or for fraud or fraudulent misrepresentation.

We may update these terms from time to time. The latest version will always be available on this page. Continued use of the service after changes are published constitutes acceptance of the updated terms.

These terms are governed by the laws of England and Wales. Any dispute arising from use of this service is subject to the exclusive jurisdiction of the courts of England and Wales.

Dueback is not a regulated claims management company. The Financial Guidance and Claims Act 2018 and FCA Claims Management Company (CMC) authorisation requirements apply to claims for financial products and services (such as mis-sold insurance or PPI). Council tax discounts, exemptions, and reductions are not financial claims — they are administrative applications to a local billing authority. Dueback is therefore not subject to FCA or Claims Management Regulator (CMR) oversight for this activity.

Dueback is a document preparation and submission service. We submit council tax correspondence to billing authorities on your behalf, with your explicit written consent recorded at the time of submission. We do not provide legal advice, financial advice, or regulated services of any kind.

Important: you can apply to your council for any discount, exemption, or reduction directly, free of charge, without using this service.

We take complaints seriously. If you are dissatisfied with any aspect of the Dueback service, please follow the steps below.

Step 1 — Contact us directly

Email complaints@dueback.co.uk with your order reference, a description of the issue, and what outcome you are seeking.

• We will acknowledge your complaint within 5 working days.
• We aim to provide a full response within 28 calendar days.
• If we need more time (e.g. to investigate a technical issue), we will tell you and keep you updated.

Step 2 — Escalation

If you remain dissatisfied after receiving our final response, or if 8 weeks have passed without resolution, you may seek advice from:

• Citizens Advice — free, independent advice on consumer rights: citizensadvice.org.uk
• Trading Standards — via the Citizens Advice consumer helpline: 0808 223 1133
• Your local Valuation Tribunal— for any dispute with your council's decision on your council tax application (this is separate from any complaint about Dueback).

Dueback is not a regulated claims management company and is therefore not subject to the Financial Ombudsman Service (FOS) or FCA jurisdiction for this activity (see section 13).

Alternative Dispute Resolution (ADR): Dueback is not currently registered with an approved ADR scheme. If you are dissatisfied after our final response, please use the routes listed above (Citizens Advice, Trading Standards). We will update this page if we join an approved scheme.

For queries about these terms, contact us at: legal@dueback.co.uk