1. Scope
This policy applies to paid DingoDocs software, subscriptions, support, and services supplied by YUMA IT PTY LTD (ABN 62 684 389 839, ACN 684 389 839), trading as Yuma IT. It forms part of our Terms and Conditions.
The applicable Order identifies whether billing is direct or through a marketplace. Marketplace purchases also follow the marketplace provider’s billing, refund, and cancellation process.
2. Australian Consumer Law
Nothing in this policy excludes, restricts, or modifies rights or remedies that cannot lawfully be excluded, including consumer guarantees under the Australian Consumer Law.
If goods or services fail a non-excludable guarantee, available remedies depend on the nature of the failure and may include correction, repair, replacement, resupply, cancellation, refund, or compensation. Contact us so we can assess the issue promptly.
3. Direct Orders
For a direct Order, fees are non-refundable once the licence term or service has started, except where the Order says otherwise, we agree to a refund, or law requires a remedy.
You may cancel renewal using the notice method and deadline in the Order. Cancellation stops future renewal but does not ordinarily refund the current committed term.
If we end a prepaid Order for convenience or make a materially adverse contract change that you reject as allowed by the Terms, we will refund the prepaid fee for the unused period on a pro-rata basis.
4. AWS Marketplace purchases
AWS Marketplace processes marketplace charges, cancellations, and approved refunds. Review the offer and AWS Marketplace terms before subscribing.
Under the current AWS Marketplace process, cancelling an eligible non-private offer subscription within 48 hours of purchase results in a full software-charge refund. After 48 hours, refund requests are assessed under this policy, the offer, and applicable law. Private-offer refunds require our authorisation.
Usage-based subscriptions can generally be cancelled through the AWS Marketplace console. Contract or upfront agreements may require an AWS Customer Service request or the agreement process shown in the console. Cancellation of future invoices does not itself refund charges already invoiced.
5. When we may approve a refund
In addition to mandatory legal remedies, we may approve a full or partial refund where:
- you were charged more than once for the same entitlement;
- a verified billing or metering error caused an incorrect software charge;
- we cannot provide a material paid entitlement and cannot correct the issue within a reasonable time;
- the Order expressly provides a refund right; or
- we agree that exceptional circumstances make a refund fair and reasonable.
6. When a refund is not ordinarily available
Subject to non-excludable law, we do not ordinarily provide a refund for change of mind, unused capacity, failure to cancel renewal in time, customer infrastructure or configuration problems, unsupported changes, third-party outages, or use outside the Order and documentation.
Professional services already performed and reasonable committed costs are not refundable unless the service fails an applicable guarantee or the Order says otherwise.
7. How to request a refund
Email hello@yumait.com.au or use our contact page. Include your organisation, Order or AWS agreement identifier, invoice, purchase date, amount, reason, relevant diagnostics, and requested remedy. Do not send passwords, access keys, exploit material, or confidential evidence.
For an AWS Marketplace purchase, you may also need to start or approve the applicable request in the AWS Marketplace console or through AWS Customer Service.
8. Assessment and payment
We will acknowledge a complete request, may ask for reasonable evidence, and will provide an outcome within a reasonable time. Complex marketplace, technical, or legal issues can take longer.
Approved direct refunds are returned through the original payment method where practical. Marketplace refunds are processed by the marketplace provider and timing depends on its systems, invoice status, tax treatment, and payment method.
9. Contact
YUMA IT PTY LTD, 49 Phillip Ave, Watson ACT 2602, Australia; hello@yumait.com.au; or our contact page.