Refund Policy

1 Australian Consumer Law

Nothing in this Refund Policy excludes, restricts or modifies any rights or remedies you may have under the Australian Consumer Law or any other law where those rights cannot lawfully be excluded, restricted or modified.

If a consumer guarantee applies and has not been met, you may be entitled to a remedy. Depending on the nature of the issue, that remedy may include re-supply, repair, replacement, refund, cancellation or compensation, as required by law.

2 Change of mind

Because DIY DUI provides digital products, account-based access, online program materials, educational content, templates and AI-assisted tools, we do not generally offer refunds for change of mind, including where:

• you decide not to use the program after purchase;
• you purchased the wrong program by mistake;
• you no longer need the product or service;
• you found another service or provider after purchase;
• you changed your legal strategy or personal preference after purchase; or
• you failed to review the product description before purchasing.

This change-of-mind position is subject always to your rights under Australian Consumer Law.

3 Digital products and immediate access

DIY DUI products are digital in nature and may provide immediate or near-immediate access to online content, account features, templates, questionnaires, educational modules and AI-assisted tools once payment is processed.

Once access has been granted, that access may be treated as the commencement of supply of the digital product or service.

For that reason, refunds will not usually be available merely because you have logged in, accessed materials, started onboarding, used questionnaires, viewed content, or generated outputs, unless required by law or otherwise expressly stated by us in writing.

4 When a refund or remedy may be available

You may be entitled to a refund or other remedy where required by law, including where:

• the product or service has a major failure;
• the product or service is not supplied within a reasonable time where no time is fixed and the delay is not reasonably justified;
• the product or service is substantially unfit for its disclosed purpose and cannot be remedied within a reasonable time;
• there is a serious technical failure that prevents meaningful access to the purchased product and we are unable to fix it within a reasonable time; or
• we otherwise agree that a refund, credit, re-supply or other remedy is appropriate in the circumstances.

5 Situations where a refund will usually not be provided

Without limiting your rights under law, a refund will usually not be provided where:

• you simply changed your mind;
• you purchased the wrong product despite the product information being available at the time of purchase;
• you are dissatisfied with a court outcome, sentence, disqualification period, fine, judicial response, licence outcome or work licence result;
• you did not achieve the result you hoped for;
• you chose not to continue with self-representation after purchasing;
• you decided to engage a lawyer after purchasing the product;
• you failed to use the product within the access period;
• you entered inaccurate, incomplete or misleading information and this affected the usefulness of the product or any generated output;
• your circumstances changed after purchase; or
• the issue arises from misuse of the platform, breach of the Terms and Conditions, unsupported device settings, internet access issues on your side, or third-party service problems outside our reasonable control.

6 Duplicate purchases and mistaken transactions

If you believe you have been charged twice for the same product, or that a transaction was processed in error, please contact us promptly with your order details.

We will investigate the matter and, where a duplicate or mistaken charge is confirmed, take appropriate steps which may include a refund, credit or account adjustment.

7 Technical issues affecting access

If you experience a technical issue that prevents you from accessing the platform or a purchased product, please contact us as soon as possible so we can investigate and attempt to resolve the issue.

We may ask you to provide details of the issue, including screenshots, error messages, device information and the steps you took before encountering the problem.

Where a technical issue on our side is confirmed and cannot be resolved within a reasonable time, we will discuss an appropriate remedy with you, which may include re-supply, restored access, an extended access period, or a refund where required by law.

8 Partial refunds

In some circumstances, we may offer a partial refund or partial credit as a remedy, rather than a full refund. This may be considered where partial access has occurred, where part of a digital product has been supplied, or where a full refund is not required by law but a partial remedy is considered appropriate in the circumstances.

9 Discretionary refunds and goodwill remedies

Nothing in this Refund Policy prevents us from offering a refund, credit, access extension or other goodwill remedy at our discretion where we consider it appropriate in the circumstances, even where we are not legally required to do so.

Any goodwill remedy offered in a particular case does not establish an obligation to offer the same remedy in other cases.

10 How to request a refund or remedy

If you believe you are entitled to a refund or other remedy, please contact us as soon as possible and include:

• your full name and email address associated with your account;
• your order or payment reference, if available; and
• a clear explanation of the issue and the remedy requested.

Requests should be sent to:

• Method & Docs Pty Ltd (trading as DIY DUI Method)
• Email: email us
• Website: https://diydui.com.au

11 Timeframe for refund requests

Please contact us as soon as possible after becoming aware of the issue.

Delays in reporting a problem may make it harder for us to investigate technical issues, duplicate transactions, access issues or other concerns.

Where a claim is based on an alleged failure to supply or a technical fault, we may ask for screenshots, error details, account information or other reasonable information to help assess the issue.

12 How we assess requests

When assessing a refund or remedy request, we may consider matters including:

• the nature of the product purchased;
• whether access to the digital product has already been granted or substantially used;
• the type of issue raised and whether it can be remedied;
• whether the issue resulted from user error, inaccurate inputs, technical misuse, or a third-party service problem;
• what rights and remedies apply under Australian Consumer Law; and
• any other circumstances reasonably relevant to the request.

13 Approved refunds

Where a refund is approved, it will ordinarily be returned using the original payment method where practicable.

Processing times may vary depending on the payment provider, card issuer or financial institution.

Where appropriate, we may offer an alternative remedy instead of a refund, including re-supply, restored access, account credit, troubleshooting support, or an extension of access.

14 Chargebacks

If you experience a genuine issue with your purchase, we ask that you contact us first so we have an opportunity to review and resolve the issue.

If a chargeback is initiated without first contacting us, we reserve the right to provide the payment provider with relevant records of purchase, account access, accepted terms, usage history, communications and technical logs, where lawfully permitted, for the purpose of responding to the chargeback.

15 Relationship with Terms and Conditions

This Refund Policy should be read together with our Terms and Conditions.

If there is any inconsistency between this Refund Policy and the Terms and Conditions, the Terms and Conditions will prevail to the extent of the inconsistency, unless the law requires otherwise.

16 Changes to this Refund Policy

We may update this Refund Policy from time to time by publishing a revised version on this page.

The updated version will apply from the date of publication unless otherwise stated.

17 Contact us

If you have questions about this Refund Policy or would like to request a refund or remedy, please contact:

• Method & Docs Pty Ltd (trading as DIY DUI Method)
• Email: email us
• Website: https://diydui.com.au