This policy sets out the terms under which subscribers ("Firms") may cancel their duely subscription and when refunds may be available. This policy is read together with the Master Subscription Agreement (MSA) and aligns with the Australian Consumer Law (ACL).

1. Statutory Rights (Australian Consumer Law)

Our services come with consumer guarantees that cannot be excluded under the Australian Consumer Law (ACL). Under the ACL, services must be:

provided with due care and skill;
fit for a specified purpose (where the consumer has made that purpose known); and
supplied within a reasonable time (where no time is specified).

If our services fail to meet these guarantees, you may be entitled to a remedy. Where permitted by section 64A of the ACL, our liability for failure to comply with a non-excludable consumer guarantee is limited, at our election, to the re-supply of the Services or the cost of re-supplying the Services. Nothing in this policy limits your statutory rights under the ACL.

2. 14-Day Cooling-Off Period

duely offers a 14-day cooling-off period for new subscriptions (excluding custom Enterprise agreements).

If you cancel a new subscription within the first 14 calendar days of your initial purchase, you are entitled to a refund of any Fees paid for that initial period.
This cooling-off period does not apply to subscription renewals.
Cancellation under this clause must be requested via the billing portal or by email to billing@duely.com.au.

3. Subscription Cancellations

(a) You may cancel your duely subscription at any time via the billing portal in the application.

(b) Monthly Plans. Cancellation takes effect at the end of your current paid billing period. You retain access to the Platform until that date. No partial-month refunds are issued outside the cooling-off period.

(c) Annual Plans. Cancellation takes effect at the end of the current annual term. No pro-rata refund is issued for the unused portion of an annual term, except where required by the Australian Consumer Law or under the cooling-off period in clause 2.

(d) Renewals. Subscriptions renew automatically. Renewals are not subject to the cooling-off period in clause 2. To avoid auto-renewal, you must give notice of non-renewal at least 30 days before the end of the current term via the billing portal.

(e) Cancellation does not cancel any amounts that are already due and payable to duely at the date of cancellation.

4. Downgrades

If you downgrade your subscription tier or reduce user licences:

the downgrade takes effect at the start of your next billing cycle; and
no retroactive refund or pro-rata credit is issued for downgrades made during a current billing period.

5. Termination by duely

If duely terminates your account due to a material breach of the Master Subscription Agreement or the Acceptable Use Policy, no refund (pro-rata or otherwise) is payable.
If duely terminates your subscription for convenience under clause 5.3(a) of the MSA, duely will refund any prepaid Fees pro-rata for the unused remainder of the then-current term.

6. How to Request a Refund

If you believe you are entitled to a refund under this policy or the Australian Consumer Law, please submit a written request to our billing team at billing@duely.com.au.

Please include your Firm name, ABN or ACN, and the reason for the request. We aim to process eligible refunds within 7-14 business days to the original payment method. Refunds are not paid in cash or to a third-party account.

7. Chargebacks

You agree to contact duely to resolve any billing dispute before initiating a chargeback with your card issuer or bank. duely may suspend access to the Platform where a chargeback is initiated until the underlying dispute is resolved.

8. Governing Law

This Refund and Cancellation Policy is governed by the laws of New South Wales, Australia.