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 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 subscription Fees paid for that initial period. Per-use charges (such as Document Verification Service checks and document intelligence runs) and third-party charges passed through to you for checks already run are not refunded.
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) Duely is billed monthly. 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, except where you cancel because of a Fee change or an adverse change to the Master Subscription Agreement (MSA clauses 5.1(c) and 8.1(c)), in which case we refund Fees prepaid for the period after the change takes effect, and except for the refunds in MSA clauses 5.3(a), 5.3(c), 5.3(e) and 8.4 and on termination following an objection to a sub-processor under section 4 of the Data Processing Agreement.

(c) Renewals: Subscriptions renew automatically each month. Renewals are not subject to the cooling-off period in clause 2. Cancel via the billing portal before the end of the current billing period to avoid the next renewal.

(d) Cancellation does not cancel any amounts that are already due and payable to Duely at the date of cancellation, including any per-use charges (such as Document Verification Service checks or document intelligence runs) incurred before cancellation.

4. Removing Capacity

Subject to your rights under the Australian Consumer Law, if you remove flex customer slots or extra users:

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

Your thirty included customer slots are counted per subscription year. Concluding a customer's engagement does not reduce the subscription fee; capacity is re-counted automatically on your subscription anniversary. Adding capacity (flex slots or extra users) is charged in full when added, with no proration, and renews on your normal billing date.

5. Termination by Duely

Subject to your rights under the Australian Consumer Law:

If Duely terminates your subscription for a Serious Breach under clause 5.3(d) of the Master Subscription Agreement, or for a material breach (including a breach of the Acceptable Use Policy that is not a Serious Breach) that you have not remedied within the period in clause 5.3(c), no refund (pro-rata or otherwise) is payable.
If Duely terminates your subscription for convenience under clause 5.3(a) of the MSA, or because a verification provider or government agency requires it under clause 5.3(e) and the requirement was not caused by you, 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. A chargeback that reverses a payment is a reversed payment under clause 5 of the Master Subscription Agreement: Duely may suspend access to the Platform under that clause until the reversed amount is paid. If a chargeback reverses a payment for services that were supplied, the reversed amount and any fee our payment provider charges us for the chargeback remain payable.

8. Governing Law

This Refund and Cancellation Policy is governed by the laws of Queensland, Australia.

9. Version History

2.1 (19 October 2026; for a Firm that accepted an earlier version, changes adverse to it take effect 30 days after Duely emails its administrator, and other changes on publication): sections 3, 4, 5 and 7 updated; governed by Queensland law.
Changes between 2.0 and 2.1: 26 September to 5 October 2026, sections 3 and 4 updated (billing and added capacity).
2.0 (19 May 2026): revised policy.
1.0 (12 March 2026): first published version.