Cancellation Policy

We don't lock anyone in long-term. This policy explains how to cancel, what happens to your data, how overdue payments are handled, and how refunds work.

1. Initial 90-day commitment

DOS subscriptions include an initial 90-day commitment from your first paid month. This covers the cost of building, training and launching your stack — websites, AI agents, numbers and integrations. Setup fees are not refundable once provisioning has begun.

2. After 90 days

From day 91, your subscription is month-to-month. You can cancel at any time with at least 14 days' written notice before your next billing date.

3. How to cancel

• Email cancel@directiveos.com from your account email, or
• Use the “Cancel subscription” option in your DOS HUB billing settings.

4. Refunds

Subscription fees are non-refundable for the current billing period. We may, at our discretion, prorate or refund where:

• We materially fail to deliver the Services and cannot remediate within 7 days.
• We mistakenly overcharge you.
• An automatic Australian Consumer Law remedy applies.

5. Overdue payments and service pauses

If a payment fails or an invoice becomes overdue, we will usually start with soft reminders and a practical request to fix the billing issue. Where appropriate, DOS may provide a grace period of up to 14 days before pausing active services.

If the account remains overdue after reminders or any applicable grace period, DOS may temporarily pause, limit, suspend or restrict websites, Website Care Plan work, Micah, Smart Chat Widget, DOSLead, DOS Calendar, GuestMate, AgentMate, QuoteOS, integrations, automations, support and related infrastructure until the account is brought up to date.

Reactivation may require payment of overdue amounts, current plan fees, third-party reactivation charges, and reasonable administration or migration costs. We will try to keep the process clear and human, but services cannot remain active indefinitely without payment.

6. What happens at cancellation

• Your website continues serving for the remainder of the paid period; afterwards, we can either redirect to a holding page or hand off to your new provider on request.
• Micah, COS and BOS are deactivated at the end of the paid period.
• Voice numbers may be ported to another carrier on request, subject to ACMA porting rules. Numbers cannot be ported in the first 90 days.
• If you want DOS to keep maintaining the website after cancelling another DOS product, you may continue on a Website Care Plan where available and agreed in writing.

7. Your data and handover

For 90 days after cancellation, we keep your data on read-only access so you can export leads, conversations and bookings. After 90 days, we delete or anonymise your data unless we are legally required to keep it.

Data exports, domain transfers, number porting, website files, DNS records, handover support and migration assistance are subject to identity verification, settlement of outstanding amounts, third-party platform rules and any agreed handover or administration fees.

8. Pause instead of cancel

Seasonal business? You can pause your subscription for up to 60 days per year at 30% of the regular monthly fee. Email hello@directiveos.com.au to arrange.

9. Disputes

We'd rather sort it out. If something's wrong, talk to us first at hello@directiveos.com.au. We commit to a written response within 5 business days.