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Clear refund information without limiting legal consumer rights.
This page explains IYABOKO’s approach to refunds, cancellations and service problems. It is not intended to exclude, restrict or modify rights or remedies that cannot lawfully be excluded under the Australian Consumer Law or other applicable law.
What users, members and partners should know.
The appropriate remedy depends on what was purchased, what occurred, the agreed terms and the applicable legal rights.
Consumer guarantees
Where applicable consumer guarantees are not met, remedies may include repair, replacement, refund, cancellation or another legally available remedy depending on the circumstances.
Subscriptions
A member can request cancellation through the available account or support pathway. Cancellation is not itself an automatic refund entitlement for fees already paid.
Consultation-led services
Refunds for professional review, engineering, pilots, institutional or other scoped work depend on the work performed, written scope, applicable law and circumstances.
Assessment first
IYABOKO may reasonably need purchase, payment and service information before determining an appropriate remedy.
When a refund or other remedy may be appropriate
- Service problem: a material failure, non-supply or other issue may give rise to a remedy under applicable consumer law.
- Duplicate or incorrect charge: contact support promptly so the transaction can be investigated.
- Agreed cancellation: a refund may be provided where IYABOKO has expressly agreed to one in writing or the relevant purchase terms provide for it.
- Legal entitlement: where the law gives a customer a refund or another remedy, this policy does not remove that entitlement.
When a refund is not automatic
- Change of mind: stopping use, changing direction or no longer needing a service does not automatically require a refund where the law does not require one.
- Consumed digital access: a commenced subscription period is not automatically refundable only because the member stops using the platform.
- Completed scoped work: professional or engineering work already completed or substantially delivered is not automatically refundable solely because the client later changes direction.
- Third-party costs: approved external or pass-through costs already incurred may need to be considered in the assessment.
How to request a review
- Email [email protected] or use the relevant support/contact pathway.
- Identify the purchase using your name, account email, service or plan, purchase date and transaction reference where available.
- Explain what you expected, what occurred and the remedy you are seeking.
- IYABOKO will review the request against the service facts, agreed terms and applicable consumer rights.
Memberships and consultation-led work follow different commercial pathways
Self-service memberships may use published recurring pricing. Professional review, institutional work, engineering, pilots and enterprise engagements are scoped by consultation and written proposal.
Use the account, support and legal pages together.
Need a refund or payment review?
Provide the purchase details, explain the issue and identify the resolution you are seeking.