Clear treatment for memberships, digital access, consultation and scoped services.
This page explains how IYABOKO reviews cancellation, refund, duplicate-charge, access-failure and service-remedy requests. The outcome depends on what was purchased, what has already been supplied, the agreed scope, the reason for the request and applicable law.
Nothing on this page excludes non-excludable rights or remedies under the Australian Consumer Law or another applicable law. This is customer-facing business information, not individual legal advice.
Business policy cannot remove non-excludable consumer rights.
The appropriate remedy depends on the service, the problem, what has been supplied and the applicable consumer guarantee.
Australian Consumer Law remains applicable
IYABOKO policies do not remove consumer guarantees or other rights that cannot lawfully be excluded.
Services should match their description
A service should be supplied with due care and skill, be fit for an agreed purpose where applicable and be delivered within the agreed or reasonable time.
The remedy depends on the problem
A suitable response may include correction, re-supply, account adjustment, cancellation, partial refund, full refund or another lawful remedy.
Change of mind is different
A change-of-mind request may be treated differently from a duplicate charge, access failure or service that does not meet an applicable guarantee.
Membership, digital access and professional work have different supply stages.
The review considers what was purchased, when access or work began and what the written offer or scope promised.
1. Memberships and recurring access
A membership cancellation normally stops future renewal; it does not automatically reverse access already supplied during the current paid period.
Users should cancel before the next renewal date. If a charge occurred after a valid cancellation request, provide the account email, plan, charge date and cancellation evidence for review.
Duplicate charges, incorrect plan activation and unavailable paid access should be reported promptly through Support.
2. Digital access, downloads and online resources
Where digital access begins immediately, a change-of-mind refund may not be available simply because the user no longer wants the service.
This does not limit remedies where access was not supplied, was materially defective, was incorrectly described or did not meet an applicable consumer guarantee.
3. Consultation bookings
Consultation may involve preparation, reserved time, a meeting and agreed follow-up material.
Rescheduling should be requested as early as possible. Cancellation or refund outcomes depend on whether preparation began, time was reserved, the meeting occurred and the agreed service was supplied.
A completed consultation is not refundable merely because a customer dislikes a professional opinion, provided the service was supplied as agreed and applicable guarantees were met.
4. Readiness reviews, reports and scoped project services
Readiness snapshots, evidence reviews, reports, simulations, education pilots, prototype roadmaps, partnerships and enterprise work should be governed by a written scope.
For change-of-mind cancellation, amounts may be retained to the extent they reasonably reflect completed work, reserved time, committed third-party costs and agreed milestones.
Where the service materially fails to meet the written scope or applicable guarantees, IYABOKO will review an appropriate remedy.
5. Deposits, milestones and committed costs
A deposit or milestone payment may fund discovery, preparation, scheduling, software, data, specialist input or other committed work.
The written scope should identify whether an amount is refundable and how completed work or committed costs are treated.
No term overrides rights or remedies that cannot lawfully be excluded.
6. Payment-provider processing
Approved refunds are generally returned through the original payment route where practical.
Bank, card, Stripe, PayPal or other provider processing times are controlled partly by the provider and financial institution.
IYABOKO may need to verify the transaction, payer and refund destination before processing.
7. Chargebacks and payment disputes
Customers may exercise lawful payment-dispute rights. Contacting Support first may allow duplicate charges, access errors or service issues to be identified and resolved without limiting legal rights.
Misrepresentation, fraudulent disputes or withholding relevant transaction information may delay investigation and can affect service access.
8. Policy changes and written agreements
The version relevant to a request will be considered with the transaction record, checkout description, invoice, proposal and written scope.
A specific signed agreement may provide additional cancellation or remedy terms, but it cannot lawfully remove non-excludable rights.
Use the transaction record to select a fair, proportionate outcome.
A request is assessed using the purchase evidence, supply position, written scope and applicable rights.
Identify purchase
Provide the payer, account email, plan or service, payment date, amount and transaction reference.
Explain request
State whether the issue is cancellation, duplicate charge, access failure, incorrect service or another problem.
Review supply
IYABOKO reviews access, preparation, meetings, completed work, outputs and written scope.
Select remedy
The response may be correction, re-supply, credit, adjustment, cancellation, partial refund or full refund.
Confirm outcome
The decision and any required next action are communicated through the account or support pathway.
Provide enough information to identify the purchase and issue.
Do not send complete payment credentials. A receipt, invoice or transaction reference is normally safer and more useful.
Account details
Name and the same email used for the purchase or project.
Purchase evidence
Invoice, receipt, transaction reference, date, amount, plan or service.
Request explanation
What happened, what was expected and the remedy being requested.
Relevant records
Cancellation request, safe screenshots, page URL, written scope or delivery reference.
Email Support or open the Support Desk.
Suggested subject: Refund Review Request. Include the account email, payment date, service and transaction reference.
Use the page that matches the current question.
Privacy, legal terms, refund information, pricing, governance, support and contact should be read as one connected customer pathway.
Clear policies support trust, but they do not replace individual advice.
Complex, high-value, regulated, institutional or safety-critical transactions should use an appropriate written agreement and qualified professional review.
Refund Information boundary
Do not send passwords, reset links, one-time codes, full payment-card numbers, online-banking credentials, private keys or unrelated confidential records. Refund Information should be read with Pricing, Privacy & Legal, the checkout description, invoice and any written project scope.
Need a cancellation, billing or service-remedy review?
Use Support with the account email, purchase details, transaction reference and a concise explanation of the issue.