Refund & cancellation policy
Fair, plain-English terms for changing your mind — alongside your rights under the Australian Consumer Law.
Nothing in this policy excludes, restricts or modifies your rights under the Australian Consumer Law (Competition and Consumer Act 2010, Sch 2). You are entitled to services provided with due care and skill, fit for purpose and as described — and to a remedy (including refund) if we fail a guarantee. Those rights apply automatically, and any term that tried to waive them would be void.
NYLK provides a 14-day cooling-off period from your initial purchase of setup services or a new plan. Within it, you may cancel for a full refund, no reason needed, provided substantial work has not commenced at your request (detailed estate planning, asset discovery sessions or Directive drafting beyond standard onboarding). If you asked us to begin and we have partly delivered, the refund may be reduced by the value of work performed.
If you cancel a Year 2+ subscription mid-cycle (outside the minimum term), you may be eligible for a pro-rata refund of unused full months: (annual fee ÷ 12) × unused full months — for example, cancelling 3 months in returns 9/12 of the fee. Pro-rata refunds may not apply where you have retained full access to and use of your stored Directive throughout.
Not refundable: completed work (inventories, plans, consultations delivered); third-party fees (e.g. identity verification); add-ons once activated; and fees where you have breached our terms — except always subject to your statutory rights.
Write to us — email [email protected], your client portal, or post to NYLK Pty Ltd, Melbourne, Victoria — including your full name, account email, requested cancellation date and (optionally) your reason. We acknowledge within 2 business days.
Approved refunds are processed within 14 business days to your original payment method (we'll arrange an alternative if it's no longer valid). Banks may take a further 3–5 business days. If a refund hasn't appeared within 10 business days of our confirmation, check with your bank, then contact us.
If services are defective, incomplete or not as described, tell us in writing within 30 days with specifics. We will respond within 14 days and either fix the problem at no cost, provide a partial refund, or refund in full if it cannot be remedied — and for major failures you may choose your remedy under the ACL.
Access ends at cancellation (or the end of your billing cycle). You then have 90 days to request your final encrypted Directive export, after which data is permanently and securely destroyed per our Data Handling & Security Policy. Keep your own copy — we are not liable for data loss after destruction.
Unhappy with a refund decision? Escalate by emailing [email protected] with the subject "Refund dispute". Unresolved matters follow the dispute-resolution process in our Terms of Service. You can also contact Consumer Affairs Victoria (1300 55 81 81) or apply to VCAT. Please contact us before raising a chargeback so we can resolve it directly.
Updates take effect 30 days after posting. Questions: NYLK Pty Ltd · [email protected] · 1300 NYLKAU (1300 695 528) · Melbourne, Victoria.