Refund & Cancellation Policy

Last update:
May 1, 2025

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:

support@wavee.ai

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:

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:

  1. Resident contacts the business directly
  2. Business attempts resolution
  3. If unresolved, Wavee may review the issue as a platform facilitator only
  4. 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:

billing@wavee.ai

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

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

‍