Cancellation Policy

This policy explains how to cancel a project or subscription with Upwell Health Collective Pty Ltd (ABN 27 614 582 991), trading as Upwell.Digital, and what happens when you do. It forms part of our Terms of Service. For when a refund is due, read it with our Refund Policy.

Nothing in this policy limits the guarantees you have under the Australian Consumer Law (ACL).

Unless a specific law applies (for example, the rules for unsolicited consumer agreements), there’s no general cooling-off period required by law for services like ours. Our approach is still fair: before any work begins you can cancel for a full refund of your deposit. Once work has started, a change of mind doesn’t automatically entitle you to a refund — but talk to us and we’ll always try to find a reasonable outcome.

If you’ve paid a deposit but we haven’t started, just email us and we’ll cancel your order and refund your deposit in full. See our Refund Policy for how refunds are paid.

You can cancel a project at any time by emailing us. If you cancel after work has begun:

• you’re charged for the work completed and any non-recoverable costs up to the cancellation date;
• your deposit is applied against that amount; and
• if you’ve paid more than the work done, we refund the difference; if you’ve paid less, we invoice the balance.

We’ll confirm the cancellation, and any amount owing or refundable, in writing.

Care plans and other subscriptions are billed in advance and renew automatically until cancelled. You can cancel at any time, effective at the end of the current paid period — you keep access until then, and you won’t be billed again. Just email us before your next renewal date.

We may pause or cancel a project or plan if:

• an invoice remains unpaid after we’ve followed up;
• we don’t receive the content, access or approvals we need to continue, despite reasonable requests; or
• we’re asked to do something unlawful, unsafe, or contrary to professional or advertising rules.

Where we can, we’ll give you fair notice and a chance to put things right first. If we cancel, we’ll account for work done and any deposit as set out above.

Email hello@upwell.website with:

• the name and email used for the order;
• your invoice or payment reference; and
• what you’d like to cancel — a project, a care plan, or both.

We aim to confirm your cancellation within 5 business days.

Ownership of the work transfers to you once it has been paid for in full, as set out in our Terms of Service. Work that hasn’t been paid for remains ours and isn’t licensed for use. We’ll return any materials you gave us and, where practical, hand over the finished parts you’ve paid for.

Upwell Health Collective Pty Ltd (ABN 27 614 582 991), trading as Upwell.Digital. Email hello@upwell.website.