Doc 10 — Payment, Cancellation & Refund Terms

1. About these Terms

1.1 These Payment, Cancellation & Refund Terms ("Payment Terms") govern all payments made through the Platform. They are incorporated by reference into the Platform Terms of Service (see Doc 02 — Platform Terms of Service) and apply alongside the Singapore Terms of Business (see Doc 03 — Singapore Terms of Business) for Professional Services.

1.2 If these Payment Terms conflict with Doc 03 in relation to a Professional Services Engagement, Doc 03 prevails. If they conflict with Doc 02 in relation to Platform Services, these Payment Terms prevail for payment matters.

1.3 Capitalised terms have the meanings given in Doc 02 and Doc 03. In these Payment Terms, a "Business Day" means a day other than a Saturday, Sunday or public holiday in Singapore.

2. Who you are paying, and in what capacity

2.1 A single checkout on the Platform may include amounts owed to different entities. We collect each amount in a different capacity, and your Service Order and order confirmation will state which entity provides each component:

• (a) Platform / SaaS fees — fees for Platform Services. These are DPW's own fees, charged by us as principal.
• (b) Professional service fees — fees for Professional Services provided by the Participating Firm named in your Service Order (the "Firm"). These fees are the Firm's, not ours. We collect them as the Firm's appointed commercial agent, authorised by the Firm to negotiate and conclude the sale of the Firm's Professional Services on the Firm's behalf (see Doc 11 — Participating Firm Terms). This applies equally whether the Professional Services are one-off (for example, incorporation) or recurring (for example, ongoing corporate secretarial, accounting, bookkeeping, tax or compliance services billed per subscription period or per completed work), and to future service products purchased through the Platform.
• (c) Government Fees — fees payable to ACRA, IRAS or another authority (for example, incorporation and name-application fees). We collect these as disbursements, as the Firm's agent, for onward payment to the relevant authority. Government Fees are set by the authority, are not our revenue, and are itemised separately.
• (d) Third-party / provider fees — charges of Third-Party Service Providers identified in your Service Order (for example, identity-verification or courier charges). Each such charge is either (i) a disbursement of the Firm, which we collect as the Firm's agent under the appointment in Doc 11 — Participating Firm Terms, or (ii) DPW's own charge, which we bill as principal on a pass-through basis. Your Service Order and order confirmation state which applies to each charge, and every such charge is itemised separately.
• (e) Taxes — GST and any other applicable taxes, charged and itemised as required by law. As at the version date of these Terms, neither DPW nor the first Participating Firm is registered for GST in Singapore, and no GST is charged on Platform Services fees or Professional Services fees. If a supplier of any component becomes GST-registered, GST at the prevailing rate will be added to that supplier's fees, shown before payment, and the tax invoice will identify the entity making the supply of each component.

2.2 Published Fee Schedule. Current prices are stated in the published Fee Schedule. The applicable price for each service is always shown to you before purchase and recorded in your Service Order, and your acceptance before payment is what binds you to it. A concluded Service Order keeps its accepted price (Section 16). The Fee Schedule is a commercial schedule: updating it changes future prices only and never requires amendment of these Payment Terms.

2.3 DPW never provides Professional Services. Payment collection under these Payment Terms does not make DPW a provider, arranger or procurer of any incorporation, secretarial, nominee or other regulated service.

3. Quotes

3.1 A quote or price shown on the Platform before you place a Service Order is an invitation to order, not a binding offer, until the Service Order is concluded under Section 4.

3.2 Unless the quote states otherwise, a quote: (a) is valid for 30 days from the date shown; (b) includes only the components itemised in it; and (c) excludes Government Fees changes made by the authority, work outside the described scope, expedited-processing charges, and taxes unless stated as included.

3.3 If a fee or scope stated in a quote is an obvious error, we (or the Firm, for professional service fees) may correct it before the Service Order is concluded, or cancel the affected order and refund amounts paid for the affected component.

4. Orders and authorisation to charge

4.1 A Service Order is concluded when all of the following have happened: (a) you have selected identified services and seen an itemised breakdown stating which entity provides each component; (b) you have accepted the applicable terms (Doc 02, these Payment Terms and — for Professional Services — Doc 03) through the Platform; and (c) we issue an order confirmation. We will not charge your payment method before you have accepted the applicable terms.

4.2 By submitting a Service Order you authorise us to charge your chosen payment method for the amounts itemised in that order, in the capacities stated in Section 2. Payment processing is performed by a licensed third-party payment service provider; we do not store your full card details.

4.3 If you place a Service Order on behalf of a company or another person, you warrant that you are an Authorised Representative with authority to commit that Customer to the payment.

5. Effect of payment — discharge of your payment obligation

5.1 When you pay DPW a professional service fee itemised in a Service Order, your payment obligation to the Firm for that fee is discharged to the extent of the amount paid, because DPW receives it as the Firm's commercial agent. The Firm may not claim that fee from you again, even if DPW has not yet settled the amount to the Firm.

5.2 When you pay DPW a Government Fee, your obligation to fund that fee is discharged to the extent of the amount paid. Section 10 governs what happens to Government Fees before and after they are paid to the authority.

5.3 Payment to DPW of platform / SaaS fees discharges your obligation to DPW for those fees to the extent of the amount paid.

6. When payment is due

6.1 Unless your Service Order states otherwise:

• (a) Professional service fees are payable in full before the Firm begins the relevant work and, in any case, before any filing is prepared or submitted;
• (b) Government Fees are payable before the relevant application or filing is submitted to the authority — no filing will be submitted until the associated Government Fees are received;
• (c) Platform subscription fees are payable in advance for each subscription period; and
• (d) One-off platform fees are payable at order.

6.2 Time estimates shown on the Platform are estimates only. Nothing in these Payment Terms guarantees any government processing time or outcome; authorities exercise their own discretion (see Doc 02 and Doc 03).

7. Settlement to Participating Firms

7.1 DPW will settle the professional service portion of amounts collected to the Firm after the relevant work or milestone is completed, at the frequency and in the manner set out in Doc 11 — Participating Firm Terms. For one-off services such as incorporation, settlement follows completion of the relevant service milestone (for incorporation, following company creation or the applicable service milestone); for recurring services (for example, ongoing corporate secretarial, accounting, bookkeeping, tax or compliance services), settlement follows the completed work, subscription period or milestone concerned, as set out in Doc 11. Amounts DPW charges as principal (its platform, SaaS, technology and marketplace fees) are DPW's own revenue and are not settled to any Firm. Settlement mechanics are a matter between DPW and the Firm and do not affect the discharge of your obligation under Section 5.

8. Failed and late payments

8.1 If a charge fails, we may retry the payment method a reasonable number of times and will notify you of the failure.

8.2 If an amount remains unpaid after notice, we will give you a cure period of at least 7 days to pay. If payment is still not received we (and, for Professional Services, the Firm) may, acting proportionately and in this order unless the circumstances justify otherwise: (a) pause work on the affected Service Order; (b) suspend the affected services; (c) suspend your Platform account for the affected Customer, in exercise of the suspension right in Doc 02 — Platform Terms of Service, clause 8.1(b); and (d) treat the Service Order as cancelled under Section 9. None of these steps will be taken in respect of an amount genuinely in dispute under Section 8.4.

8.3 Unpaid platform / SaaS fees that are properly due are debts owed to DPW. Unpaid professional service fees and other amounts we collect as the Firm's agent that are properly due are and remain debts owed to the Firm, which DPW may recover from you as the Firm's agent. Both remain recoverable, and you must reimburse the reasonable costs of collecting amounts properly due, including reasonable third-party collection and legal costs.

8.4 We will not suspend services, treat a Service Order as cancelled, or recover collection costs in respect of an amount you have disputed in good faith under Doc 18 — Complaints, Support & Escalation Policy (the "Complaints Policy") while that dispute is being handled. An amount genuinely in dispute under this Section 8.4 is not treated as unpaid for the purposes of Section 8.2.

9. Cancellations and refunds

9.1 Your cancellation rights by stage. For a Professional Services component:

• (a) Before work begins — if you cancel before the Firm has started the relevant work, the professional service fee will be refunded, less reasonable costs already incurred for your order (for example, completed identity-verification or screening checks itemised in your Service Order).
• (b) Work in progress — if you cancel after work has started but before the filing is submitted, you will receive a pro-rata refund of the professional service fee reflecting the work not yet performed. Components identified as non-refundable in your Service Order at the time of order (for example, fixed onboarding or KYC-processing components) are not refunded.
• (c) After the filing is submitted — once the Firm has submitted the relevant filing to the authority, the professional service fee for that filing is non-refundable, because the work has been performed.

9.2 How to cancel. Cancel through the Platform or by written notice to the support contact in the Complaints Policy. Cancellation takes effect on receipt of your cancellation notice, and we will send you an automated acknowledgement of that receipt. Work properly performed or committed before receipt is chargeable under Section 9.1; no new chargeable work will be started on the cancelled component after receipt.

9.3 Cancellation by the Firm or DPW. If the Firm properly declines or terminates an Engagement (for example, on KYC/AML grounds under Doc 15 — KYC/AML Notice, or under Doc 03), refunds follow the same stage-based rules in Section 9.1, except that amounts the Firm or DPW is required by law to retain or withhold are handled as the law requires. Nothing in these Payment Terms obliges anyone to refund amounts where doing so would breach applicable law.

9.4 How refunds are paid. We decide refund requests within 10 Business Days of receiving them. Approved refunds are paid within 14 days of the decision, to the original payment method where possible, in SGD.

10. Government Fees

10.1 Government Fees are non-refundable once paid to the authority, whatever the outcome of the application, because the authority does not return them to us.

10.2 If your order is cancelled before a Government Fee has been paid over to the authority, that Government Fee will be refunded to you in full.

10.3 If an authority itself refunds a Government Fee: (a) where the authority pays the refund to DPW, DPW will pass the refunded amount on to you; and (b) where the authority pays the refund to the Firm, the Firm will pass the refunded amount on to you, and DPW may account for it to you on the Firm's behalf by netting it through settlement under Doc 11 — Participating Firm Terms.

11. Platform subscriptions

11.1 You may cancel a platform subscription at any time with effect from the end of the current subscription period. The subscription remains active, and no refund is due, for the remainder of the period already paid, unless Section 11.2 applies or your Service Order states otherwise.

11.2 If we withdraw a subscription service materially or terminate your subscription other than for your breach, we will refund the unused portion of the prepaid subscription fee pro-rata.

12. Statutory rights and cooling-off

12.1 Nothing in these Payment Terms excludes, restricts or modifies any right or remedy you have under Singapore law that cannot be excluded, restricted or modified — including rights under the Consumer Protection (Fair Trading) Act 2003 and any applicable cooling-off or cancellation right under written law. Where such a right applies, it prevails over Sections 9 to 11 to the extent of any inconsistency.

12.2 The refund rules in these Payment Terms are in addition to, not instead of, the service remedies in Doc 03 (including re-performance and fee-refund remedies where the Firm is at fault).

13. Government rejection, re-work and re-filing

13.1 Rejection, query or delay of an application by ACRA or another authority is not, by itself, grounds for an automatic refund: the authority's decision is outside the control of DPW and the Firm.

13.2 If a re-submission results from an error by the Firm, the Firm will correct and re-submit the filing at no additional professional service fee, per the remedies in Doc 03 (Section 15), and any additional Government Fees charged by the authority for that re-submission are borne by the Firm or, where you have paid them, reimbursed to you by the Firm. If a re-submission results from information you provided being incomplete or inaccurate, or from the authority's exercise of its own discretion, you pay the additional Government Fees under these Payment Terms.

13.3 If a rejection results from information you provided being incomplete or inaccurate, re-work and re-filing are chargeable, and a revised Service Order or quote will be issued before further fees are incurred.

14. Change of Participating Firm during an Engagement

14.1 If your Engagement transfers from one Participating Firm to another (see Doc 03 and Doc 12 — Marketplace / Professional Network Terms), fees follow the work: the outgoing Firm is entitled to the professional service fee for work properly performed up to transfer, and the incoming Firm to the fee for the remaining work.

14.2 You will not be charged twice for the same work. Any adjustment (refund or reallocation) will be shown to you in an updated Service Order or credit note before further amounts are charged.

15. Chargebacks

15.1 If you believe a charge is wrong, contact us first under the Complaints Policy. Most payment issues are resolved faster this way than through a card-issuer dispute.

15.2 Initiating a chargeback of a fee that was validly charged under these Payment Terms, instead of using the dispute process, is a material breach of these Payment Terms. We may provide your card issuer or payment provider with evidence relevant to the disputed charge (Service Order, itemised breakdown, acceptance records, delivery/filing records), consistently with Doc 04 — Privacy Notice.

15.3 While a chargeback of a validly charged fee is outstanding, we may suspend the affected services and treat the charged amount as unpaid under Section 8. If the dispute resolves in your favour, or you repay the amount, we will reinstate the affected services promptly.

16. Price changes

16.1 We (and Firms, for professional service fees) may change published prices at any time for future orders.

16.2 Price changes never apply retrospectively to a concluded Service Order. For platform subscriptions, we will give you at least 30 days' written notice of a price change, effective from your next subscription period; if you do not accept it, you may cancel under Section 11.1 before it takes effect.

17. Currency

17.1 All prices are stated, charged and refunded in Singapore dollars (SGD) unless your Service Order expressly states another currency. Your bank or card issuer may apply its own conversion rates and charges, which are outside our control.

18. Receipts and records

18.1 We will issue an electronic receipt and, where required, a tax invoice for each payment, identifying each component and the entity supplying it. Receipts and invoices are delivered through the Platform and by email (see Doc 16 — Electronic Communications and E-Signature Consent).

18.2 We keep payment and Service Order records in accordance with Doc 17 — Document Retention / Records Notice (the "Retention Notice"), and you can access your order history through your Platform account.

19. Contact

19.1 Payment questions and billing disputes: use the support channels in the Complaints Policy. Complaints about a Firm's fees for Professional Services are referred to, and handled by, the Firm under its own complaints procedure (see Doc 18, Section 4).