Refund and Cancellation Policy

Last updated: 11 July 2026
Effective date: 11 July 2026

This policy explains how refunds and cancellations work for the two kinds of payment made through Korvos: (1) an agency's monthly subscription, and (2) per-check identity verification fees paid by a buyer or seller (an “End Party”). It forms part of, and should be read with, our Terms of Service and Privacy Policy. Korvos Pty Ltd (ABN 49 697 208 398) is the supplier of the Platform and, by default, of the per-check verification services.

1. Your Australian Consumer Law rights come first

Our services come with guarantees that cannot be excluded under the Australian Consumer Law (the Competition and Consumer Act 2010 (Cth), Schedule 2). Among other things, services must be provided with due care and skill, be reasonably fit for any purpose you told us about, and be supplied within a reasonable time.

Nothing in this policy or our Terms excludes, restricts or modifies any guarantee, right or remedy you have under the Australian Consumer Law that cannot lawfully be excluded.Where you are a “consumer” under that law:

  • If a service fails to meet a consumer guarantee and the failure is major, you — not us — choose the remedy: either cancel and obtain a refund (for an ongoing or divisible service, less a reasonable amount for any part already provided as expected; a single identity check that fails is refunded in full), or keep the service and seek compensation for the drop in its value.
  • If the failure is minor and can be fixed, we may choose to fix it within a reasonable time; if we do not, you may have it fixed elsewhere and recover the reasonable cost, or cancel.
  • You can also recover compensation for any other reasonably foreseeable loss or damage caused by the failure.

These rights apply regardless of anything else in this policy. Any limitation of our liability elsewhere in our Terms applies only to the extent the law allows.

2. Subscriptions (agencies)

  • Auto-renewal. Subscriptions renew automatically each month until cancelled. You can cancel at any time from Settings → Billing.
  • Cancellation. Cancellation takes effect at the end of your current billing period, and you are not charged again after that. Your access continues until the end of that period.
  • Change of mind. We do not refund the fee for the current billing period for a change of mind. This does not affect your Australian Consumer Law rights in Section 1.
  • Records after cancellation. Your AML/CTF records remain accessible for the seven-year statutory retention period required by the Anti-Money Laundering and Counter-Terrorism Financing Act 2006 (Cth). See Terms Section 9.
  • If we cancel without cause. If we end your subscription without cause on notice, we refund any prepaid subscription fees for periods after the termination date on a pro-rata basis (Terms Section 17.2).
  • If the service fails you. If the subscription service itself fails to meet a consumer guarantee and the failure is major, your right to cancel and to a refund of the unconsumed portion under the Australian Consumer Law is not limited to the end of the billing period. The subscription is a business-use service, so for any liability that the law permits us to limit (but not exclude), we may choose to resupply the service or pay the cost of having it resupplied, as set out in Terms Section 14.1. This does not apply to any guarantee, right or remedy that cannot lawfully be limited, and does not affect the per-check identity verification rights in Section 3 below.

3. Per-check identity verification (buyers and sellers)

  • What you pay. The fee for your check is shown before any card is charged. By default Korvos is the supplier and merchant of record for the check, issues your tax invoice and receipt, and remits any GST.
  • If the check does not run. Where a check cannot be completed, any temporary authorisation hold on your card is released and you are not charged. A hold is not a charge.
  • If a completed check fails to meet a consumer guarantee. For example, if we or a verification provider did not take due care and skill: if the failure is major, you may choose to cancel and obtain a refund, or keep the result and seek compensation for its reduced value — the choice is yours, not ours (Section 1). If it is minor, we will fix it within a reasonable time; if we do not, you may recover the reasonable cost of having it done elsewhere, or cancel.
  • Third-party disbursements. Where a check has run and met its consumer guarantees, the amounts paid to third-party providers (for example government identity-matching, sanctions, PEP and adverse-media sources) are consumed and are not separately refundable. Where a check itself fails to meet a consumer guarantee, your remedy under Section 1 is assessed on the whole check and is not reduced by disbursements we chose to incur.

4. Chargebacks and disputed transactions

If you believe a charge is incorrect, please contact us first at contact@korvos.com.au— we can usually resolve it faster than a bank dispute. If a payment is reversed by a card issuer or bank (a chargeback), we may pause or withdraw the related service pending resolution, and any credit applied to an agency's subscription in respect of that payment is adjusted accordingly. This does not limit your Australian Consumer Law rights.

5. How to request a refund or make a complaint

Email contact@korvos.com.au with your account or receipt details and what happened. We will acknowledge your request within 5 business days and aim to resolve it within 30 days. If you are not satisfied, you may contact your State or Territory consumer protection agency (for example, the Office of Fair Trading in Queensland), which can assist with individual disputes. You can also report conduct to the Australian Competition and Consumer Commission (ACCC), though the ACCC does not resolve individual claims. Nothing in this policy affects your right to do so.

This policy is provided for transparency and does not limit your rights under the Australian Consumer Law. Korvos Pty Ltd, ABN 49 697 208 398.