Last Updated: 01 November 2025 | Version: 1.0

1. INTRODUCTION

Harley Studio Pty Ltd ABN 24 688 789 184 ("Harley," "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
Platform credit system
Cash refund requests
No-show investigations
Processing fees

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

1.2 Key Definitions

"Club Credits" - Credits for cancelled club events, redeemable only within the same club.

"Club Event" - Event created by a club Host for club members.

"Harley Credits" - Credits for cancelled individual events, redeemable for any Platform event.

"Individual Event" - Standalone event not associated with a club.

"Host" - Member who creates and manages events.

"Player" - Member who registers for and attends events.

"Processing Fee" - Payment processing fee of 3% or $0.50 AUD (whichever is greater).

2. PLAYER CANCELLATIONS

2.1 Individual Event Cancellations by Players

Individual events are non-refundable. Players may cancel their registration at any time before the event start time, but no refund or credit will be issued.

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
Your payment is forfeited

Exceptions:

Refunds may be granted only when:

Host cancels the event (see Section 3)
Host no-show is confirmed through investigation (see Section 5)
Event is materially misrepresented
Force majeure events prevent the event
Other exceptional circumstances at Harley's discretion

2.2 Club Event Cancellations by Players

Nature of Club Events:

Club events are created by club Hosts for their club members. These events typically have more predictable attendance patterns and ongoing community relationships, allowing for more flexible cancellation policies.

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 full amount paid (event price + processing fees)
Credits are added to your account for use at future events with the same club

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:

All registered Players receive credits (Harley Credits for individual events, Club Credits for club events)
Credits are issued immediately
Host does not receive payment for the cancelled event
Event is removed from Platform and archived

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

Host forfeits payment entirely
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. PLATFORM CREDITS

4.1 Credit Types

Harley Credits:

Issued for cancelled individual events and confirmed Host no-shows
Redeemable for any Platform event
No expiration

Club Credits:

Issued for cancelled club events
Redeemable only within the issuing club
No expiration (valid while club exists)
Convert to Harley Credits if club disbands

4.2 Credit Issuance

Credits are automatically issued for:

Host cancellations (immediate)
Player club event cancellations within cancellation window (immediate)
Confirmed Host no-shows (within 5 business days of investigation)

Credits equal the full amount paid (event price + processing fees).

4.3 Credit Usage

Credits automatically apply to event registrations:

Club Credits first (if applicable)
Harley Credits second
Payment method for remaining balance

How credits apply:

Processing fees (3% or $0.50 AUD, whichever is greater) are calculated on the event price
Total cost = Event Price + Processing Fee, then credits are deducted
Example: $16.00 event + $0.50 processing fee = $16.50 total. With $10.00 credits, you pay $6.50

Restrictions: Promotional codes cannot be combined with credit usage.

4.4 Special Circumstances

Club disbandment: Club Credits automatically convert to Harley Credits at full value.

Leaving a club: Club Credits are forfeited (not converted). You'll see a warning before leaving.

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
Host payment placed on hold
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:

All Players receive full credits (event price + processing fees)
Host forfeits payment
Host receives warning or penalty
Recorded in Host account history

Report invalid:

Host payment released
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. CASH REFUND REQUESTS

6.1 Cash Refund Availability

Harley's standard refund method is Platform credits. However, you may request cash refunds for credits in your account.

All-or-Nothing Refund Policy:

Cash refund requests must include ALL available credits in your account. We cannot process partial or selective refunds.

When you request a cash refund, your entire credit balance will be refunded, including all Harley Credits and all Club Credits from every club.

6.2 How to Request Cash Refund

Request Process:

Navigate to Profile → Help & Support → Refund
Select "Request Cash Refund"
Review your total available credit balance
Confirm your payment method for receiving the refund
Submit request

Processing Timeline:

Refund requests are processed within 5-10 business days. You will receive confirmation when your request is received and when the refund is processed.

Verification:

Documentation may be requested to verify identity or payment method ownership for fraud prevention purposes.

6.3 Cash Refund Calculation

Processing Fee on Cash Refunds:

When you request a cash refund, a processing fee is applied to the total refundable credit amount. This fee is calculated as 3% of the refundable amount or $0.50 AUD, whichever is greater.

Calculation Examples:

Example 1: Small Credit Balance

Total Available Credits: $15.00
Processing Fee: 3% of $15.00 = $0.45
Applied Fee: $0.50 (minimum applies)
Net Cash Refund: $15.00 - $0.50 = $14.50

Example 2: Medium Credit Balance

Total Available Credits: $100.00
Processing Fee: 3% of $100.00 = $3.00
Applied Fee: $3.00 (greater than minimum)
Net Cash Refund: $100.00 - $3.00 = $97.00

Example 3: Mixed Credit Sources

Harley Credits: $45.00
Club A Credits: $30.00
Club B Credits: $25.00
Total Credits: $100.00
Processing Fee: 3% of $100.00 = $3.00
Net Cash Refund: $100.00 - $3.00 = $97.00

6.4 Refund Processing

Refund Method:

Cash refunds are processed to the original payment method when possible. If the original payment method is no longer valid, alternative arrangements will be made with additional verification for fraud prevention.

Administrative Fee:

Complex cases requiring significant manual intervention may incur an Administrative Support Fee of $25.00 AUD, including:

Multiple failed payment method attempts requiring manual processing
Extensive verification required due to security concerns
Coordination with payment processors for non-standard refund scenarios

You will be notified before any administrative fee is applied and may choose to retain your credits instead.

7. SPECIAL CIRCUMSTANCES

7.1 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.

7.2 Payment Method Issues

Cash refunds processed to original payment method. If unavailable, bank transfer may be arranged with verification (ID, bank statement, proof of address). Processing may take 5-10 additional business days.

7.3 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.

7.4 Disputes

Contact support to request escalation to senior support (reviewed within 5 business days). If unresolved, external dispute resolution available (see Section 8.2).

8. YOUR LEGAL RIGHTS

8.1 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.

8.2 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

8.3 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.

8.4 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

9. 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 these Terms of Service, our Privacy Policy, Cookie Policy, Community Standards, Payment Policy, Cancellation and Refund Policy, and where applicable, our Release Waiver.

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