Payment, Cancellation and Refund Policy

Daittons Destination Support

Operated by: Daittons Pty Ltd

1. Purpose and Scope

This Payment, Cancellation and Refund Policy establishes the arrangements governing payments, cancellations, refunds, Daittoner verification fees and payment-related disputes associated with Daittons Destination Support.

Daittons connects Visitors, travellers and remote clients with verified local individuals known as Daittoners, who provide practical, personalised assistance at their destinations or remotely.

During the initial operating phase, Visitors generally pay the service-providing Daittoner directly. Daittons does not receive or hold these service payments unless a separate written arrangement expressly provides otherwise.

Daittons may assist with payment and service disputes through the relevant City Daittoner, Country Daittoner or another authorised representative, as appropriate. Dispute assistance does not automatically make Daittons a party to the service agreement or guarantee a refund or particular outcome.

This policy must be read together with the applicable Visitor Terms of Service, Daittoner Terms of Service, General Terms and Conditions, Daittoner Code of Conduct, Privacy Policy and other relevant Daittons policies.

Nothing in this policy excludes, restricts or overrides rights or protections that cannot lawfully be excluded, restricted or waived.

2. General Payment Principles

Visitors and Daittoners must communicate payment arrangements clearly before a service begins.

Unless otherwise agreed in writing, the Visitor and Daittoner should confirm:

• The service to be provided and its agreed scope.
• The service price and currency.
• The date, time, duration and location, where applicable.
• The payment method and payment deadline.
• Any anticipated additional expenses or third-party costs.
• The applicable cancellation arrangements.
• Any other material conditions relevant to the service.

Payments must be made through the agreed and authorised payment method. Both parties should retain appropriate records of the transaction.

A Daittoner should not commence a service before receiving the agreed payment unless the Daittoner has expressly agreed otherwise.

All payment arrangements remain subject to applicable law and any specific written terms governing the service.

3. Direct Service Payments During the Initial Operating Phase

Unless Daittons expressly confirms otherwise in writing:

• Daittons does not receive or hold the Visitor’s service payment.
• The Daittoner is responsible for confirming receipt of payment.
• The Visitor should retain proof of payment.
• The Daittoner should provide reasonable payment confirmation when requested.
• The Visitor and Daittoner are responsible for following their agreed service and payment arrangements.
• Payment disputes should initially be addressed directly between the parties where appropriate and safe.

Daittons’ role in connecting a Visitor with a Daittoner does not mean that Daittons has received, held, guaranteed or insured the service payment.

If platform-based payments are introduced, Daittons will communicate the applicable payment procedures and any revised terms before they take effect, subject to applicable law.

4. Service Confirmation, Pricing and Additional Expenses

The Visitor and Daittoner should agree on the service scope, price and payment terms before the service begins.

A Daittoner should provide the agreed service substantially in accordance with the confirmed arrangement, subject to any changes mutually agreed by the parties.

Where a Visitor requests additional work, time or services, the Daittoner should explain the additional charges and obtain the Visitor’s agreement before proceeding wherever reasonably possible.

Third-party expenses may include:

• Purchases of goods or supplies.
• Transport, parking and tolls.
• Delivery fees.
• Accommodation costs.
• Tickets, bookings and entry fees.
• Other agreed costs incurred on the Visitor’s behalf.

Daittoners must not use Visitor funds for unauthorised purposes. Any unused funds provided for an agreed purchase or expense must be accounted for and returned as required by the agreement and applicable law.

Material changes to the service, price, date, duration or location should be recorded in writing where reasonably practicable.

5. Cancellation by a Visitor

A Visitor may cancel a service by notifying the Daittoner as soon as reasonably possible through an appropriate communication channel.

The financial consequences of a cancellation depend on the circumstances, including:

• The notice provided before the scheduled service.
• Whether the Daittoner has started or completed the service.
• Whether reasonable preparation or work has already been undertaken.
• Whether agreed third-party expenses have been incurred.
• The cancellation terms communicated and agreed for the service.
• Any applicable statutory cancellation rights or other legal requirements.

Where a service has not started and no legitimate, agreed and non-refundable expenses have been incurred, the parties should generally seek to arrange an appropriate refund of amounts paid.

Where reasonable expenses have already been incurred on the Visitor’s behalf, they may be considered when determining the amount refundable, provided any deduction is properly supported, consistent with the agreement and permitted by law.

Any cancellation charge must be appropriately disclosed, reasonable in the circumstances and consistent with applicable law. A Daittoner must not impose an undisclosed or unlawful charge.

Nothing in this policy removes any cancellation right available under applicable consumer protection legislation, including any right that cannot lawfully be waived.

6. Cancellation by a Daittoner

A Daittoner who cannot provide a confirmed service should notify the Visitor as soon as reasonably possible and explain the situation where appropriate.

A cancellation may arise from illness, an emergency, a legitimate safety concern, circumstances outside the Daittoner’s reasonable control or another reasonable cause.

Where a replacement Daittoner or alternative arrangement is available, it may be offered to the Visitor. A replacement must not be imposed without the Visitor’s agreement.

Repeated unreasonable cancellations, failure to communicate or failure to refund amounts properly due may result in action under the Daittoner Terms of Service, Code of Conduct or other applicable Daittons procedures.

7. Service Refunds

During the initial operating phase, service refunds are normally handled directly between the Visitor and the Daittoner because payment is generally made directly to the Daittoner.

A refund or other remedy may be appropriate where:

• The Daittoner cancels and does not provide the agreed service.
• The service or a material part of it is not delivered.
• The service materially differs from what was agreed.
• The Visitor has paid for a portion of the service that was not provided.
• The parties agree on a refund or other appropriate remedy.
• Applicable law requires a refund or another remedy.

The amount of any refund depends on the service delivered, the agreed terms, the circumstances of the cancellation or complaint, legitimate and properly supported expenses, and applicable law.

Refund calculations must not include unsupported, undisclosed or unlawful deductions.

Daittons does not automatically guarantee a refund merely because a Visitor is dissatisfied. However, this does not remove any statutory rights or remedies available to a Visitor.

Where the parties disagree about a refund, they may refer the matter to Daittons for assistance under the dispute-support arrangements described in this policy.

8. Services Already Delivered

Where a Daittoner has substantially or fully delivered the agreed service, dissatisfaction with the outcome does not automatically entitle the Visitor to a full refund.

The Visitor should explain the concern and, where appropriate and safe, allow a reasonable opportunity for the parties to address it.

Depending on the circumstances, an appropriate remedy may include:

• Completion of an undelivered part of the service.
• A correction or repeat service where appropriate and agreed.
• A partial or full refund where justified.
• Another remedy agreed by the parties.
• A remedy required by applicable law.

The original service agreement, the work performed, the evidence available, the nature of the concern and applicable legal requirements should be considered.

Nothing in this section excludes a refund or other remedy that is required by law, including where the service was not performed with the standard of care required by applicable legislation.

9. Third-Party Purchases and Expenses

Where a Daittoner purchases goods or incurs expenses on behalf of a Visitor, the Visitor is responsible for legitimate expenses properly authorised and incurred under the agreed arrangement, subject to applicable law.

The Daittoner should:

• Obtain approval before incurring significant or unexpected expenses wherever reasonably possible.
• Keep accurate records of funds received and expenses incurred.
• Provide receipts, payment confirmations or reasonable supporting evidence where appropriate.
• Account for any unused funds.
• Return unused funds as required by the agreement and applicable law.
• Avoid using Visitor funds for personal or unauthorised purposes.

Refunds for purchased goods, tickets, accommodation, bookings or other third-party services may be subject to the relevant provider’s terms and applicable law. However, a third-party provider’s policy does not override any legal obligation that applies to the Visitor or Daittoner.

Any deduction from a refund must be properly supported and lawful.

10. Daittoner Verification and Membership Fees

Daittons offers Standard and Elite Daittoner membership options, each subject to the applicable eligibility, verification, approval and activation requirements.

10.1 When the Fee Becomes Payable

The fee is not payable merely because an individual has registered, completed a profile, submitted documents, entered verification or begun the checking process.

An unsuccessful verification does not, by itself, trigger the Standard or Elite verification fee.

10.2 Verification Fee Refunds

Once successful verification and approval have occurred and the fee has become payable, the fee is generally non-refundable if the applicant subsequently withdraws, changes their mind or chooses not to proceed with activation.

This provision remains subject to applicable law and does not exclude any refund or other remedy that Daittons is legally required to provide.

If an amount is paid in error, collected without proper authority or otherwise refundable under applicable law, the matter will be reviewed and handled appropriately.

10.3 Payment and Activation Are Separate

Payment of the verification fee does not, by itself, activate a Daittoner profile.

Activation remains subject to payment confirmation and reconciliation, satisfaction of the applicable profile and documentation requirements, completion of required checks, and final activation authorisation by Daittons.

Applicants must not represent themselves as verified or active Daittoners unless the relevant status has been officially confirmed.

10.4 Elite Membership

Payment of the Elite fee does not guarantee Elite approval, a particular service assignment, Visitor demand, bookings or income. Elite status remains subject to the applicable standards and approval requirements.

11. Daittoner Commission and Reporting Obligations