Legal
Refunds, Cancellations & Dispute Resolution
How cancellations, refunds, and disputes are handled across Qwoll's products.
- Entity
- Qwoll Pty Ltd · ACN 696 571 347
- Effective
- To be confirmed
- Version
- 1.0
Plain-language summary
This policy explains what happens when a booking is cancelled, when and how refunds are made, and how disputes are resolved. It forms part of, and is read with, the Platform Terms of Service. Nothing in it excludes or limits your rights under the Australian Consumer Law.
01 · Cancellations
Cancelling a booking
Either party can cancel a confirmed booking through the platform. The cancellation window and any cancellation fee depend on the product and how much notice is given; the window that applies is shown before you confirm.
If a pet owner cancels
- Cancel with reasonable notice (the notice window is shown at booking) for a full refund of any amount paid.
- Late cancellations may incur a cancellation fee that reflects the provider's reserved time. The fee, if any, is shown before you confirm.
If a clinic cancels (Locum Hub)
- A clinic that cancels a confirmed shift outside the agreed window may be charged a cancellation fee, and the provider may be entitled to part of the agreed fee for the late cancellation.
If a provider cancels
- Providers should cancel only where genuinely necessary, and as early as possible. Repeated late cancellations may affect a provider's standing on the platform.
- Where a provider cancels, the client is refunded in full, including any facilitation fee.
02 · Refunds
How refunds work
Refunds are made to your original payment method through our payment processor (Stripe). Processing time depends on your bank.
When you are refunded
- You cancel within the applicable cancellation window.
- The provider cancels, or the service you booked is not delivered.
- A service is not delivered with reasonable care and skill, or otherwise fails to meet a consumer guarantee under the Australian Consumer Law.
The facilitation fee on a refund
Where a booking with a Qwoll-originated client is cancelled and refunded, the facilitation fee charged to the client is refunded with it — you are not charged a facilitation fee for a service you did not receive.
03 · Disputes
Resolving a dispute
If something goes wrong with a booking, we use a simple two-step process.
Step 1 — Raise it with the other party
Most issues are resolved directly. Use in-app messaging to raise the issue with the clinic, provider, or pet owner within a reasonable time of the booking.
Step 2 — Escalate to Qwoll
If it is not resolved, either party can escalate to Qwoll through the platform. We review the booking record and the parties' accounts and make a determination within the platform — for example, releasing, withholding, or refunding a payment. Qwoll's determination is administrative and binding within the platform; it does not affect your legal rights.
04 · Your consumer rights
Australian Consumer Law
This policy operates in addition to, and does not exclude or limit, your rights under the Australian Consumer Law or any other law that cannot be excluded. Where the Australian Consumer Law gives you a stronger remedy than this policy, that law prevails. Qwoll is a marketplace and is not a party to the booking between users; the contract for the service is between you and the user you book or are booked by.
Contact
Get help
Cancellations, refunds, or disputes: support@qwoll.com.au, or through in-app messaging.