Last Updated: 04 March 2026 | Version: 2.0

1. INTRODUCTION

Harley Studio Pty Ltd (ABN: 24 688 789 184) ("Harley", "Harley Meets", "we", "our", or "us") operates a technology platform connecting people through sports and social events. This Policy explains cancellation rules and refund procedures for the Harley Platform.

1.1 About This Policy

This Policy applies to all event-related cancellations and refunds on the Harley mobile application, website, and related services (the "Platform"). It works with our Terms of Service, Privacy Policy, Payment Policy, and Community Standards.

This Policy covers:

Player and Host cancellation rules
Club Credits system
Cash refund requests
No-show investigations
Service fees and Stripe fees

This Policy is governed by Victorian law and complies with Australian Consumer Law and global consumer protection regulations.

1.2 Definitions

"Club" means a group created by a Host on the Platform for organising recurring events and building a community of Players.

"Club Credits" means credits issued for cancelled Club Events, redeemable only within the issuing Club.

"Club Event" means an event created by a Host within a Club.

"Host" means a Member who creates and manages events on the Platform.

"Individual Event" means a standalone public event not associated with a Club.

"Member" means any person who has registered for an account on the Platform.

"Player" means any Member who registers to attend an event on the Platform.

"Platform" means the Harley mobile application, website, and all related services.

"Service Fee" means the fee charged by Harley to Players at registration for platform maintenance, fraud prevention, and service quality assurance. The Service Fee is 3% of the event price or a minimum of $0.50 AUD per transaction, whichever is greater.

"Stripe Fee" means the fee charged by Stripe for payment processing. Current rates are published at stripe.com/au/pricing.

2. PLAYER CANCELLATIONS

2.1 Individual Event Cancellations by Players

Individual events do not have payment collection through the Platform. Payments for individual events are arranged directly between Players and Hosts (cash, bank transfer, etc.), and Hosts track payment status manually.

When You Cancel:

Your registration is removed from the event
The spot becomes available for other Players
You receive confirmation via email and Platform notification

Payment Arrangements:

Since individual events use direct payment between Players and Hosts, any refund arrangements for cancellations must be handled directly with the Host. Harley does not mediate payment disputes for individual events as no payment is processed through our Platform.

2.2 Club Event Cancellations by Players

Nature of Club Events:

Club events are created by club Hosts for their club members. Payment collection is automatically enabled for club events once the Host is onboarded with Stripe. Players pay the event price plus a Service Fee at registration.

Cancellation Window:

Club events offer a cancellation window that allows Players to cancel and receive credits if cancelled sufficiently in advance. The standard cancellation window is 24 hours before the event start time. In the future, individual club Hosts may be able to set custom cancellation windows for their events, subject to platform-approved minimum notice requirements.

When You Cancel Within the Cancellation Window:

If you cancel your club event registration more than 24 hours before the event start time:

You will receive Club Credits equal to the event price including Service Fee
Credits are automatically applied to your next event registration with the same club
Example: You paid $20.60 ($20.00 event + $0.60 Service Fee) → You receive $20.60 in Club Credits

When You Cancel Outside the Cancellation Window:

If you cancel your club event registration 24 hours or less before the event start time:

No refund or credit will be issued
Your payment is forfeited

Why Late Cancellations Are Non-Refundable:

Cancellations made within 24 hours of event start time significantly impact the Host's ability to fill vacant spots and other participants who committed based on expected attendance. This policy balances Player flexibility with fairness to Hosts and other participants.

Transparency Before Registration:

Club events clearly display their cancellation policy during registration and checkout. A banner indicates whether the event offers refundable cancellation and the specific cancellation deadline. By proceeding with registration, you acknowledge and accept the applicable cancellation policy.

3. HOST CANCELLATIONS

3.1 Host Event Cancellation Rules

Host Cancellation Rights:

Hosts may cancel events for legitimate reasons, including force majeure events, safety concerns, insufficient participant registration, venue issues, or personal emergencies. However, frequent or pattern-based cancellations negatively impact Player trust and community engagement.

Advance Notice Requirement:

Hosts should provide as much advance notice as possible when cancelling events. The standard notice requirement is 24 hours before the event start time. Cancellations with less than 24 hours notice are considered late cancellations and may result in additional consequences.

3.2 Host Cancellation Consequences

When Host Cancels a Club Event:

All registered Players receive Club Credits equal to the event price including Service Fee
Credits are issued immediately and auto-apply to future events with the same club
Event is marked as inactive to prevent further registration

When Host Cancels an Individual Event:

No credits are issued (individual events do not have payment collection through the Platform)
Any payment arrangements made directly between Host and Players must be resolved between them
Event is marked as inactive to prevent further registration

Additional Consequences for Late Cancellations (Less Than 24 Hours Notice):

Late cancellation recorded with increased severity in Host's account history
Enhanced pattern monitoring triggered
Repeated late cancellations may result in account restrictions or suspension

Emergency Cancellations:

In documented emergency situations (personal emergencies, sudden illness, family emergencies), Hosts should:

Cancel the event through the Platform immediately
Contact Harley support to explain the emergency circumstances
Provide documentation if requested (medical certificates, official notices, etc.)
Emergency cancellations are noted separately in account history and may receive more lenient treatment in pattern monitoring

3.3 Cancellation Monitoring

Harley monitors Host cancellation patterns. Excessive or repeated cancellations may result in:

Account warnings
Temporary suspension of event creation
Reduced search visibility
Account restrictions or permanent suspension

Emergency and force majeure cancellations are evaluated separately. Appeals accepted within 5 business days.

3.4 Force Majeure

Events beyond reasonable control (natural disasters, government orders, emergencies) do not count toward pattern monitoring. Contact support with documentation.

4. CLUB CREDITS

4.1 About Club Credits

Club Credits are the only credit type on the Harley Platform. Credits are club-specific and can only be used for events within the same club that issued them (Club A credits only work for Club A events).

Key Features:

Issued only for club events (individual events do not have payment collection)
Redeemable only within the issuing club
No expiration (valid while club exists and you remain a member)
Auto-deducted from your next event registration with that club

4.2 Credit Issuance

Club Credits are automatically issued when:

Player cancels a club event within the cancellation window (immediate)
Host cancels a club event (immediate)
Confirmed Host no-show for a club event (within 5 business days of investigation)

Credit Amount: Credits equal the event price including Service Fee.

Example: You paid $20.60 ($20.00 event + $0.60 Service Fee) → You receive $20.60 in Club Credits.

No Credits Issued When:

Player cancels outside the cancellation window (less than 24 hours before event)
Individual event cancellations (no payment collection through Platform)

4.3 Credit Usage

Club Credits are automatically applied when you register for an event with the same club. Credits are deducted from the total amount (event price + Service Fee).

How credits apply:

Credits are deducted from the total registration cost (event price + Service Fee)
Example: $20.60 total ($20.00 event + $0.60 Service Fee) with $15.00 credits → $5.60 total payment
Example: $20.60 total with $20.60 credits → $0.00 remaining, fully covered by credits

Restrictions: Promotional codes cannot be combined with credit usage.

4.4 Credit Tracking

For Players:

View your Club Credits by club in your Profile screen
See credit transaction history (added, deducted, balance)
Transaction history shows all purchases (completed and upcoming)

For Hosts:

View credits owed to members via Club Settings
See credit transaction history for your club

4.5 Important Restrictions

Leaving a club: You cannot leave a club while you have Club Credits with that club. You must use your credits on future events before leaving. This ensures you receive the value of your credits.

Club disbandment: Clubs cannot disband while members hold outstanding credit balances. The club must resolve all credit obligations — either members must spend their credits, or the Host must issue cash refunds to all members with remaining balances — before the club can be disbanded.

5. NO-SHOW INVESTIGATIONS

5.1 What is a No-Show

Host fails to conduct the event as scheduled or doesn't appear at the event location.

Examples: Host doesn't arrive, event doesn't occur, event significantly different from listing (wrong sport, wrong skill level, wrong location).

Not no-shows: Minor delays, weather modifications allowing safe participation, minor format variations.

5.2 Reporting

Report potential no-shows within 3 days (72 hours) after event start time through the Platform.

After reporting:

Investigation initiated automatically
Investigation completed within 5 business days
All participants notified of outcome

5.3 Investigation Process

Timeline: 5 business days (may extend to 10 days for complex cases with updates provided).

Process:

Evidence collection (check-in data, messages, reports)
Host notification and opportunity to respond
Evidence review and determination
Resolution processing

5.4 Outcomes

Host guilty of no-show (Club Events):

All Players receive Club Credits equal to the event price including Service Fee
Host receives warning or penalty
Recorded in Host account history

Host guilty of no-show (Individual Events):

No credits issued (individual events do not have payment collection through the Platform)
Host receives warning or penalty
Recorded in Host account history

Report invalid:

No credits issued
No impact on Host standing

Repeat offenses: Pattern-based no-shows trigger escalating consequences including temporary suspension, permanent termination, and subscription restrictions.

5.5 Appeals

Hosts may appeal within 7 days. Senior support conducts independent review within 5 business days. One appeal per investigation. Final decision is binding, subject to legal rights.

5.6 Chargebacks

Players may file chargebacks with credit card companies, but this forfeits Platform-mediated resolution and credits. We recommend using our investigation process first.

6. SPECIAL CIRCUMSTANCES

6.1 Inaccurate Event Listings

Contact support within 24 hours with evidence if event was significantly different from listing (wrong sport, location, skill level, missing equipment). We will investigate and may issue credits.

6.2 Technical Errors

Contact support immediately for Platform-caused errors (incorrect charges, failed cancellations, credit errors). We investigate within 24-48 hours and correct errors, including waiving fees if Platform-caused.

6.3 Disputes

Contact support to request escalation to senior support (reviewed within 5 business days). If unresolved, external dispute resolution available (see Section 7.2).

6.4 Platform Role and Liability Limitations

Harley operates as a facilitating payment platform that connects Hosts and Players. Harley is not a party to the agreement between Hosts and Players and does not organise, control, or deliver any events listed on the Platform.

Under Stripe Direct payment arrangement, all Player payments are processed directly to the Host's connected Stripe account at the time of registration. Harley does not hold, escrow, or withhold any funds on behalf of Hosts or Players. As a result, Harley does not have custody of event payments and cannot unilaterally reverse or refund transactions.

While we implement measures to verify Hosts, monitor activity, and mitigate cancellation and refund issues, Harley does not bear financial responsibility for events that are determined to be fraudulent or deceptive. In cases where an event is deemed to be a scam or fraudulent activity, Harley is not liable for issuing refunds or covering chargebacks to affected Players.

Our remedies in cases of confirmed fraud include:

Immediate termination of the Host's account
Prevention of the Host from creating further events on the Platform
Cooperation with law enforcement and relevant authorities as required
Providing affected Players with available evidence and transaction records to support any claims or disputes they may pursue independently

We encourage Players to report any suspicious activity immediately through the Platform. Harley will investigate all reports promptly, but Players acknowledge that financial recovery in cases of fraud may need to be pursued through their payment provider, law enforcement, or other legal channels.

7. YOUR LEGAL RIGHTS

7.1 Australian Consumer Law

Nothing in this Policy limits your rights under Australian Consumer Law. You have guaranteed rights to services provided with due care and skill, refunds for services not provided as described, and compensation for misleading conduct.

For major failures, you can cancel and get a refund. Our services come with guarantees that cannot be excluded under Australian Consumer Law.

7.2 External Dispute Resolution

In Australia:

Consumer Affairs Victoria: consumer.vic.gov.au | 1300 558 181
ACCC: accc.gov.au
VCAT: vcat.vic.gov.au

International:

Contact your local consumer protection authority
EU: Consumer Rights Directive
UK: Consumer Rights Act 2015
US: State consumer protection laws

Legal Action: You may pursue legal action in Victoria, Australia courts.

Contact for Legal Matters:
Harley Studio Pty Ltd
(ABN: 24 688 789 184)
Melbourne, Victoria, Australia
Email: legal@harleymeets.com

7.3 Policy Changes

We may update this Policy to reflect business changes, legal requirements, or improvements. Material changes notified 30 days in advance via email and Platform notification.

Continued use after changes means you accept them. If you disagree, stop using the Platform before changes take effect.

7.4 Electronic Signatures

By using Harley, you agree that:

Electronic acceptance (clicking "Accept," using Platform, registering for events) is legally binding
Electronic signatures are valid under Australian law (Electronic Transactions Act 1999) and international laws (eIDAS, E-SIGN Act)
Both parties recognize electronic signatures as equivalent to handwritten signatures
You consent to electronic transactions and notices

We maintain records of your acceptances and transactions. Request copies at support@harleymeets.com

8. CONTACT INFORMATION

For questions, concerns, or notices regarding this Cancellation and Refund Policy:

Legal Inquiries Email: legal@harleymeets.com For: Legal matters, partnerships, contracts

General Support Email: support@harleymeets.com For: Technical issues, account questions

Privacy Matters Email: privacy@harleymeets.com For: Privacy inquiries, data requests, complaints

Postal Address Harley Studio Pty Ltd (ABN: 24 688 789 184) 8B Theresa Street, Sunshine North, VIC 3020, Australia

Response Times:

General support: 5 business days
Urgent matters: 2 business days
Legal inquiries: 5 business days

ACCEPTANCE

By using the Harley Platform, you acknowledge that you have read, understood, and agree to be bound by this Cancellation and Refund Policy, our Terms of Service, Privacy Policy, Cookie Policy, Community Standards, Payment Policy, and where applicable, our Release Waiver.

This Cancellation and Refund Policy is effective as of the Last Updated date shown above and applies to all users of the Harley Platform.