Refund Policy

This policy applies to DRVN Contact Unlock purchases, owner memberships and other products sold directly by DRVN through Shopify. It does not govern payments made directly between a Customer and Owner for an Owner Service.

A Contact Unlock is delivered digital access to approved owner contact details for a specific listing. Subject to investigation and applicable law, DRVN may provide a refund, replacement unlock or account credit where:

• a duplicate charge occurred;
• a verified technical failure prevented delivery;
• the wrong listing was delivered because of a DRVN system error;
• the delivered contact details are materially invalid and no reasonable contact method works; or
• Australian Consumer Law requires a remedy.

A Contact Unlock is not ordinarily refundable merely because the owner does not respond, is unavailable, declines the enquiry, quotes more than expected, cannot meet the requested date, cannot provide the requested service, or because the Customer changes their mind after access is delivered.

These outcomes relate to the separate owner enquiry and do not necessarily mean the digital contact-access product was defective.

Owners can cancel future membership renewals through the available subscription-management tools. Unless the plan states otherwise, cancellation generally takes effect at the end of the current paid billing period.

Listings may remain subject to the paid plan until that period ends, then pause or reduce to the capacity of any remaining plan.

Membership fees are not ordinarily refunded for change of mind, unused listing capacity, low enquiry volume, no Contact Unlocks or cancellation part-way through a paid billing period.

A remedy may be available for duplicate billing, an incorrect charge, a material service failure or where required by Australian Consumer Law. Where DRVN materially changes an ongoing paid service, affected Customers will receive remedies required by law.

Pending authorisations can be controlled by the payment provider and may disappear automatically. Do not repeatedly resubmit payment without checking order history.

Report suspected duplicate charges with the order numbers, dates and payment evidence, while redacting complete card details.

Before requesting a refund, sign out and back in, refresh the listing and customer dashboard, check the purchasing email and provide screenshots of the problem.

DRVN may first attempt to restore access, correct the entitlement or provide the purchased functionality within a reasonable time where appropriate.

DRVN does not currently process the later Owner Service payment. Refunds of an owner deposit or service fee are governed by the direct agreement between the Customer and Owner and applicable law.

DRVN may review platform conduct or provide records it lawfully holds, but does not automatically owe or issue a refund for money paid directly to an Owner.

Email support@drvnmarketplace.com.au or use the Contact Us page. Include:

• the account email;
• Shopify order number;
• listing URL or membership product;
• the date and amount charged;
• a clear explanation of the problem;
• screenshots and reasonable troubleshooting or contact attempts.

Prompt reporting helps DRVN investigate, but does not remove any statutory right or impose an unlawful time limit.

DRVN may verify order status, entitlement delivery, listing details, contact validity, account activity and relevant communications. DRVN will communicate the outcome and, where a remedy is approved, may issue a refund to the original payment method, replacement access or another lawful remedy.

Approved refunds are submitted promptly, but the bank or payment provider controls when funds appear. Currency conversion, card-network and bank processing times can vary.

Contact DRVN first so the issue can be investigated. Initiating a chargeback does not remove obligations to provide accurate information or return benefits where appropriate. DRVN may provide transaction and delivery records to the payment provider.

Promotional credits, free unlocks and discounts have no cash value unless stated. Refunds for bundled products may reflect the value of benefits already used, to the extent permitted by law and disclosed terms.

Contact support@drvnmarketplace.com.au with the relevant order or membership reference. Privacy requests should be sent to privacy@drvnmarketplace.com.au.