Subscriptions, HappyWink Coins, Cancellations & Refunds

1. Who this policy applies to

This policy applies to provider subscriptions, HappyWink Coins and related platform purchases. It forms part of your agreement only to the extent supplied and accepted with the relevant purchase. Your accepted plan details govern the commercial fields they address, subject to the Provider Terms & Conditions and mandatory law. HappyWink connects care seekers with independent providers; we do not deliver care services or promise clients, bookings, revenue, funding approval or a minimum number of opportunities.

2. Choosing a subscription

Before purchase, we must show plan features, price and GST treatment, billing period, included HappyWink Coins, any minimum term, renewal arrangement and cancellation conditions. Optional purchases and add-ons require agreement to their disclosed price and conditions. A subscription purchases stated platform benefits; it does not guarantee care agreements.

3. Payments and recurring authority

HappyWink uses third-party payment processing, including Stripe. Recurring payments require authority to the disclosed amount or calculation, frequency and renewal arrangement. Keep billing details current and pay validly agreed charges. We provide transaction information and a way to raise billing errors. Any late, retry, recovery or transaction fee must be disclosed, lawful and reasonable where required.

4. Changing a plan

Before an upgrade, downgrade or other plan change, we will explain its effective date and any price adjustment, prorating, Coin allocation or effect on existing benefits. The commercial schedule records applicable adjustment rules. No additional minimum term or undisclosed charge is created merely by requesting a change.

5. What HappyWink Coins are

HappyWink Coins are digital platform credits made available to eligible providers through subscriptions or other permitted purchases or allocations. They are used to access eligible care opportunities and are not cryptocurrency, legal tender or an investment product. Your commercial schedule states included quantity, allocation timing, additional-purchase availability and any transfer or redemption arrangements.

6. Allocation, expiry and rollover

We must disclose when Coins are allocated, whether and how they expire, and whether unused Coins roll over. These rules, including limits, must be supplied before purchase or allocation. We will not retrospectively reduce valid balances or introduce expiry merely by changing a general policy. Applicable legal requirements prevail over inconsistent expiry or forfeiture rules.

7. Using Coins to access opportunities

Before confirmation, the platform displays the Coin cost and a limited summary of the service, general location and relevant funding information. It excludes the requester’s name, phone, email, residential address and optional free-text description. Up to five providers may access a request unless it closes sooner. Coins are deducted only when access is successfully provided. A successful access is an opportunity to contact the requester, not an exclusive client right or care agreement.

8. Balance corrections and account security

We may correct a demonstrable accounting error or reverse credits obtained through proven fraud, with an explanation and reasonable opportunity to dispute the adjustment. Protect account credentials and report suspected unauthorised activity promptly. Do not create accounts or share opportunity contacts to bypass Coin costs or provider limits.

9. Renewals and cancellation requests

Renewal occurs only under your accepted arrangement. The commercial schedule sets the billing cycle, any minimum term, cancellation deadline and effective date. You may request cancellation through available account controls or the contact details below. A clear account-closure request will also be treated as a request to stop renewal. We will confirm when future billing and access end and explain the treatment of remaining Coins.

10. Access and unused Coins after cancellation

The accepted schedule states when subscription access ends and how unused paid, included and promotional Coins are treated on cancellation or closure. Cancellation does not remove an accrued refund claim, billing dispute or legal remedy. Closing an account does not automatically forfeit every paid balance; accepted rules, the reason for closure and applicable rights must be considered.

11. Suspension and service withdrawal

The Provider Terms & Conditions govern proportionate restrictions for overdue payments, material breaches, fraud, registration loss and safety or security risks. A disputed or mistaken suspension does not automatically authorise ongoing charges for a service not supplied. If we permanently withdraw a paid feature before supplying prepaid services, we will refund a reasonable unused portion unless you agree to an equivalent replacement or another lawful resolution.

12. Refunds and your legal rights

Nothing in this policy excludes rights or remedies that cannot lawfully be excluded, including Australian Consumer Law guarantees and protections against unfair contract terms. This policy does not impose a blanket no-refunds rule. Where consumer guarantees apply, a remedy depends on the nature and seriousness of the failure. We will not require you to accept Coins in place of a monetary remedy to which you are legally entitled.

13. Change of mind and unused purchases

The accepted commercial schedule states any voluntary change-of-mind refund conditions, including claim periods and treatment of unused purchases or promotional credits. Buying fewer opportunities than expected or no longer needing a properly supplied service does not itself establish a defective-service claim. Voluntary refund conditions do not restrict a remedy required by law.

14. Opportunity issues that may justify a remedy

You may seek review where access was materially defective, including technical failure after a deduction, duplicate access charged to the same account, invalid contact details or a material difference between the displayed summary and information supplied after access. A requester not answering, declining an offer, choosing another provider or later closing a request does not alone establish defective access.

15. Making a claim and reviewing a decision

Use available claim controls or the contact details below. Provide account, transaction and opportunity references, the issue, date, requested remedy and reasonable evidence. Do not provide full payment-card details or unnecessary health information. An appropriate outcome may be a corrected charge or allocation, restored Coins, a replacement opportunity by agreement, or a monetary refund.

16. Paying an approved refund

An approval will explain the amount, calculation and payment method. We ordinarily use the original payment method where possible and lawful. Administrative or processor charges cannot reduce a required legal remedy. Any voluntary-refund adjustment must be disclosed, agreed and lawful.

17. Billing errors and payment disputes

Report duplicate charges, incorrect amounts, suspected unauthorised payments or charges after effective cancellation promptly. We will review the records and explain the outcome. Contacting us does not waive bank, payment-provider or statutory dispute rights. A good-faith dispute does not justify retaliation or automatic forfeiture.

18. Changes to this policy and pricing

Material changes require reasonable advance notice and acceptance where required. Price changes do not alter an already paid period and must be notified before the affected renewal. You may cancel renewal before the changed price takes effect without an additional penalty for rejecting it. Changes operate prospectively and do not remove accrued claims.

19. Complaints and contact details

You may request review through the contact details below, quoting your claim reference and reasons. Internal review is not a mandatory barrier to external rights, including an available court, tribunal, consumer-protection or payment-system process.

Commercial schedule

The commercial schedule supplied with and accepted for a provider order forms part of the agreement. It identifies the specific plan and features, subscription price, billing and renewal, minimum term, HappyWink Coin allocations and costs, expiry and rollover, cancellation, unused balances, refund rules, opportunity claims, plan adjustments and disclosed fees.

All material subscription, Coin, cancellation and refund conditions must be stated before purchase. Mandatory legal rights prevail over inconsistent commercial conditions.