Last updated: 12 July 2026
v1.2, 12 July 2026
By creating an account, completing a one-shot "Update without account" flow at /quick, or otherwise using the OneAddress platform, you agree to these Terms of Service. If you do not agree, do not use the platform. These terms constitute a binding agreement between you and OneAddress Pty Ltd (ABN 43 696 078 869).
OneAddress is a secure address management platform that enables you to transmit encrypted address updates to connected service providers (banks, insurers, government agencies, utilities). The platform includes: a zero-knowledge encrypted vault for storing your address; identity verification before each address update; encrypted address transmission to selected partners; address history tracking and PDF export.
You must provide accurate information when creating your account. You are responsible for maintaining the security of your account credentials and vault PIN. You must notify us immediately if you believe your account has been compromised. You must be at least 18 years of age to use the platform.
(Account flow only, the "Update without account" flow does not use a vault PIN; see section 4A.)
Your vault is protected by a 6-digit PIN that you create. This PIN is used to derive the encryption key for your vault data. We cannot recover your PIN or decrypt your vault if you forget it. You are solely responsible for remembering your PIN. If you lose your PIN, you can reset your vault using the "Forgot PIN?" link on the vault unlock screen. Resetting requires a confirmation code sent to your registered email address, and permanently deletes your encrypted vault data (your saved services, account references, and address history) so you can start fresh with a new PIN. Your account and payment history are preserved. We strongly recommend storing your PIN in a secure password manager.
The one-shot guest flow at /quick lets you update your address without creating an account. By using this flow you also acknowledge:
oneaddress.io/quick and select "Resend status email" (available for up to 30 days after submission).When you initiate an address update, you authorise OneAddress to transmit your encrypted address data to the partners you have selected. You are responsible for ensuring the accuracy of the address information you provide. Transmissions are final once dispatched. You cannot recall a sent transmission. Partners process address updates according to their own policies.
Address already current (account flow). When you update from a OneAddress account, some partners' systems can check the address you submit against the address they already hold. If such a partner responds that your address is already up to date, we show this as an "already in sync" outcome on your status page: no change is made and no refund is issued, because your address was already correct at that partner. This applies only to partners whose systems support that check; updates made through the "Update without account" guest flow are always dispatched.
Data shared with partners. Alongside the encrypted address, each webhook includes routing information (an update identifier, a pseudonymous user identifier, the partner identifier, and a timestamp) and a verification attestation containing no personal details. Your name, any alternate names, and the account or member number you provided are encrypted together with your address in a per-partner envelope that only the receiving partner can decrypt with their private key; your name is carried to that partner in a separately encrypted authorisation letter. Your phone number and email address are not transmitted to partners. No address or identity content travels in readable form.
Address updates are charged at the price displayed before you confirm. Payments are processed by Stripe. We reserve the right to change pricing with reasonable notice.
Refund policy. A refund is automatically issued when OneAddress fails to deliver your update because of a problem on our side, for example, our system did not transmit your update at all, or a systemic fault on our end (such as a signing or configuration error) prevented delivery to most or all of the services you selected. In those cases we refund you in full, because we did not deliver the service you paid for.
When refunds are not issued. Refunds are not issued when an individual service provider's own system was unavailable at the time we transmitted your update while your other selected services were updated, that is an outage on the provider's side, not ours, and we delivered what we could. Refunds are also not issued when a provider reports "no matching account" because the account number, name, or alias you supplied did not match their records. To reduce mismatches, we run a pre-payment account-existence check (see section 4A and our Privacy Policy section 5A) so you can correct a mistyped account number before any charge is taken. Where only a small number of services were involved and delivery did not complete, we review the update before deciding. Before any partner delivery is treated as failed, we automatically retry for up to 48 hours (see section 7); refund eligibility is assessed only after that retry window has closed. Once a transmission has been accepted by a provider, the payment is non-refundable even if other providers in the same batch fail.
Cancelling an in-progress update. You may cancel an in-progress update at any time before it is submitted. If you cancel before starting your identity check, any payment taken will be refunded in full to the original payment method. Once you begin the identity check, your payment is non-refundable. OneAddress is charged by our verification provider at that point regardless of the outcome. We surface this warning on screen before you start the check.
Approved refunds are returned to the original payment method via Stripe. Allow up to 10 business days for the refund to appear on your statement, depending on your card issuer. Where required by Australian Consumer Law, your statutory rights are unaffected.
Refund processing. Eligible refunds are processed typically within 1 to 3 business days of the triggering event, and often sooner. If your eligible refund has not appeared within 5 business days, please contact us at support@oneaddress.io.
Chargebacks. If you believe a charge is incorrect, please contact us at support@oneaddress.io before initiating a chargeback with your bank or card issuer. In most cases we can resolve the issue directly and more quickly. If you do initiate a chargeback, we may provide Stripe and your issuer with evidence of service delivery, including dispatch records and partner confirmation timestamps.
OneAddress maintains a partner network of service providers. We do not guarantee the availability, accuracy, or responsiveness of any partner. Partners are independent organisations that process address updates according to their own policies.
If initial delivery of your address update to a partner fails, we will automatically retry for up to 48 hours. If delivery cannot be completed within that window, automatic retries stop and you will be notified by email. No further automatic delivery attempts will be made after this point. You will need to contact the partner directly or submit a new address update through OneAddress.
We are not responsible for errors, delays, or failures in partner processing caused by partner system outages or other factors outside our control.
Late processing after the retry window. In rare cases, a partner that was unreachable during our 48-hour retry window may still process your address update after that window has closed, including after a refund has been issued to you. If this occurs, we cannot recall address data that has already been transmitted. If you have concerns about an update being applied by a partner after a refund, please contact that partner directly.
Nothing in these terms excludes, restricts, or modifies any right or remedy, or any guarantee, warranty, or other term or condition, implied or imposed by the Australian Consumer Law (Schedule 2 to the Competition and Consumer Act 2010 (Cth)) or any other applicable law that cannot lawfully be excluded or limited. If the Australian Consumer Law applies to you as a consumer, you have statutory guarantees that cannot be excluded.
Subject to the above, and to the maximum extent permitted by law: OneAddress provides the platform on an "as is" and "as available" basis. We are not liable for: incorrect address information you provide; partner failures to process address updates; loss of vault data due to forgotten PINs; service interruptions or downtime; or any indirect, incidental, or consequential loss or damage. Where our liability cannot be excluded, it is limited (at our option) to re-supplying the service or paying the cost of re-supply. Our total liability for any claim arising from your use of the platform is otherwise limited to the amount you paid to OneAddress in the 12 months preceding the claim.
You may not: use the platform for fraudulent address changes; attempt to decrypt other users' vault data; interfere with the platform's operation; use automated tools to abuse the service; impersonate another person; transmit false or misleading information to partners.
You may delete your account at any time from Settings. We may suspend or terminate your account if we believe you are violating these terms or engaging in fraudulent activity.
When you request deletion, your account enters a 48-hour grace period during which it remains fully active. This window allows any in-progress address updates to complete and gives you the opportunity to cancel the deletion if you change your mind, you can cancel from the banner on your dashboard at any time during those 48 hours. At the 39-hour mark you will receive a final account export email with your complete history and a link to your dashboard where you can cancel the deletion. After 48 hours, your encrypted vault data, transmission history, and personal information are permanently and irreversibly deleted. We do not retain readable copies of your address after deletion. We do keep de-identified audit and compliance logs as required by law, but these cannot be linked back to you.
If OneAddress ceases operating or permanently discontinues the platform, we will provide at least 90 days' advance notice to all registered users by email. During that notice period:
OneAddress will not sell, license, or transfer your personal data to a third party as part of any wind-down, sale, or acquisition without your explicit prior consent, except as required by law or to the extent necessary to complete the transaction under binding confidentiality obligations. In the event of an acquisition or merger, we will provide at least 30 days' advance notice if the privacy or data practices applicable to your information will materially change, giving you the opportunity to delete your account before those changes take effect.
If you have a complaint about the service, please contact us first at support@oneaddress.io. We will acknowledge your complaint within 2 business days and aim to resolve it within 30 calendar days. This internal process is free and does not limit any of your rights.
If we cannot resolve your complaint within 30 days, you may escalate to an external body:
Nothing in this section limits your right to take legal action or to pursue any statutory remedy available to you under Australian Consumer Law.
These terms are governed by the laws of Western Australia, Australia. Any disputes will be resolved in the courts of Western Australia. The Australian Consumer Law applies to the extent it cannot be excluded.
We may update these terms from time to time. For material changes, those that reduce your rights, add obligations, or change how we handle your data, we will notify you by email at least 30 days before the change takes effect. Minor or non-material changes (such as typographical corrections or clarifications that do not reduce your rights) may take effect immediately. Continued use of the platform after material changes take effect constitutes acceptance of the revised terms.
For questions about these terms, contact us at legal@oneaddress.io.