Refund Policy

This policy explains when you’re entitled to a refund for services from Upwell Health Collective Pty Ltd (ABN 27 614 582 991), trading as Upwell.Digital. It forms part of our Terms of Service. For how to cancel a project or subscription, see our Cancellation Policy.

Our services come with guarantees that cannot be excluded under the Australian Consumer Law (ACL). Nothing in this policy limits those rights — it sets out our approach in addition to them.

If a service has a major problem — for example, it is substantially unfit for its purpose, or differs significantly from what was agreed — you may be entitled to cancel and receive a refund, or to compensation for any drop in value. For a problem that is not major, we’ll fix it within a reasonable time. These rights apply regardless of anything else in this policy.

A deposit reserves your build slot in our schedule and covers discovery and planning. Before any work begins, you may cancel and we will refund your deposit in full.

Once work has begun, the deposit is generally non-refundable, because it has secured your place in the schedule and paid for time already spent. This does not affect your rights under the ACL if there is a problem with our service. To cancel, see our Cancellation Policy.

If you cancel a project after work has begun, you’re charged for the work completed and any non-recoverable costs up to the cancellation date, and your deposit is applied against that amount. If you’ve paid more than the work done, we refund the difference; if you’ve paid less, we invoice the balance. The cancellation steps are in our Cancellation Policy.

We’re not required to give a refund simply because you change your mind after work has started. If you’re unhappy, talk to us first — we’ll always try to find a fair outcome.

Where your proposal includes our 10-Day Turnaround Promise and we miss the agreed 10 business days for reasons within our control, we’ll refund half of your build fee. The promise depends on you supplying your assets, content, photos, booking access and approvals on day one; time lost to late or incomplete content, slow approvals or third parties pauses the clock and is not counted.

Care plans and other subscriptions are billed in advance. We don’t generally refund the unused part of a billing period for a change of mind, but your ACL rights still apply if the service has a problem. To stop future billing, see our Cancellation Policy.

If we’ve delivered something that isn’t as agreed, contact us and we’ll make it right — by fixing it, re-supplying it, or, where the law requires, refunding you. Please give us the chance to put it right before raising a payment dispute with your bank.

Email hello@upwell.website with:

• the name and email used for the order;
• your invoice or payment reference; and
• what you’d like refunded, and why.

We aim to respond within 5 business days. Approved refunds are made to your original payment method through Stripe and may take a few business days to appear, depending on your bank.

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