Refund & Cancellation Policy
WAVEE – REFUND & CANCELLATION POLICY
Effective Date: 1 January 2025
This Refund & Cancellation Policy explains how cancellations, refunds, disputes, and chargebacks are handled across:
The Wavee Resident App
The Wavee Concierge & Building Portal
The Wavee Business Portal
The Wavee Pets App
(together, the “Platform”)
This Policy must be read together with the:
Terms of Service
Business Portal Terms
Privacy Policy
End User Licence Agreement (EULA)
Data Retention Policy
Acceptable Use Policy
Wavee provides technology infrastructure only and is not the seller, merchant, supplier, or service provider for any resident–business transaction unless explicitly stated otherwise.
1. Residents & Concierge Users
Most Wavee services for residents and concierge teams are provided at no cost.
Where a resident purchases any optional premium feature, paid access, or event, refund eligibility (if applicable) will be clearly displayed at the point of purchase.
For billing queries relating to any resident-paid feature:
2. Business Subscriptions (Wavee Business Portal)
2.1 Subscription Charges
Business Portal subscriptions may be billed:
Monthly; or
Annually
Fees, billing cycles, and feature access are confirmed at checkout.
2.2 Business Subscription Cancellations
Businesses may cancel their subscription at any time through:
The Business Portal; or
Email request to billing@wavee.ai
Cancellation:
Prevents future billing only
Does not trigger automatic refunds
Access continues until the end of the current billing cycle
2.3 Business Subscription Refunds
Refunds for Business Portal subscriptions are not issued for:
Partial billing periods
Unused time
Failure to generate sales
Campaign underperformance
Refunds may be considered only where:
A verified technical fault on Wavee’s system prevented access to paid features for a material time period
A confirmed duplicate charge occurred
A billing error was made by Wavee
Refund requests must be submitted within 14 days of the charge.
3. Advertising, Sponsored Content & Promotions
All one-time advertising purchases, promoted posts, sponsored listings, or paid placements are:
Non-refundable once published
Non-cancellable after activation
Refunds are considered only where:
A verified technical error prevented delivery
The advertisement was not published due to a platform fault
Issues must be reported within 48 hours of publication.
4. Wavee Pets – Third-Party Pet Services
Wavee Pets may enable bookings for pet services provided by independent third-party providers, including:
Grooming
Walking
Boarding
Training
Other pet services
4.1 Provider-Controlled Refunds
Each pet service provider sets and controls:
Their own cancellation policy
Their own refund terms
Their own booking availability
These terms must be displayed at the point of booking.
Residents must contact the pet service provider directly for:
Cancellations
Refunds
Rescheduling
4.2 Provider Failure
Where a confirmed booking is not honoured by the provider, Wavee may:
Contact the provider
Review transaction logs
Issue a discretionary refund where appropriate
Wavee is not liable for service quality or delivery failures.
Enquiries: petsupport@wavee.ai
5. Resident–Business Transactions, Bookings & Click & Collect
All transactions, bookings, click & collect orders, and service requests placed through the Platform are contracts directly between the resident and the business.
The business alone is responsible for:
Fulfilment
Cancellations
Refunds
Returns
No-shows
Delay compensation
Consumer rights compliance
Wavee does not guarantee refunds and is not responsible for business insolvency, stock issues, service failure, or pricing errors.
6. Transaction Dispute Resolution Hierarchy
All disputes must follow this process:
Resident contacts the business directly
Business attempts resolution
If unresolved, Wavee may review the issue as a platform facilitator only
Where applicable, residents may pursue remedies through their payment provider
Wavee may:
Restrict a business account
Freeze business access
Withhold payouts during investigations
Provide activity logs to regulators or payment processors
Wavee is not liable for dispute outcomes.
7. Chargebacks & Payment Reversals
Where chargebacks occur:
The business remains financially responsible
Funds may be temporarily withheld
Repeated chargebacks may result in:
Account suspension
Advertising restrictions
Permanent platform removal
Fraudulent chargebacks may result in termination of access.
8. How to Request a Subscription or Platform Refund
Where eligible:
Include:
Account name
Registered email
Date and amount of charge
Reason for refund
Supporting evidence
Refund reviews typically complete within 5–7 business days.
9. No Refunds for the Following
Refunds are not issued for:
Change of business decision
Financial underperformance
Marketing effectiveness
Failure to generate leads
Platform learning curve
User error
Policy breach enforcement
Account termination due to misuse
10. Policy Enforcement & Abuse Prevention
Wavee reserves the right to:
Deny refund requests where abuse is suspected
Suspend accounts for refund manipulation
Report fraudulent activity to authorities
Refund abuse may result in permanent platform bans.
11. Legal & Consumer Rights
Nothing in this Policy limits:
Statutory rights under UK consumer law
Rights under card scheme rules
Rights under payment processor protections
Any non-excludable rights or guarantees under applicable consumer protection law, including the Australian Consumer Law where applicable
12. Changes to This Policy
Wavee may update this Policy due to:
Legal changes
Platform feature changes
Payment system updates
The “Last Updated” date reflects the current version.
13. Contact
support@wavee.ai
billing@wavee.ai
petsupport@wavee.ai