The short version
- If you ask within 48 hours of paying, you get a full refund of the placement fee, for any reason, even though we start work straight away.
- After 48 hours, the placement fee is not refundable, because the work of finding and vetting your companion is already done.
- You can cancel the optional support subscription yourself at any time. It stops future payments. It does not refund the period you have already paid for.
- Your legal rights as a consumer are not affected.
1At a glance
These terms explain how cancelling and refunds work for the fees you pay LivWell Companions. They form part of our Terms of Service.
| What | Can you cancel? | What you get back |
|---|---|---|
| Placement fee, within 48 hours of paying | Yes. Email us (section 3) | A full refund |
| Placement fee, after 48 hours | You can stop at any time, but the fee is not refundable (section 4) | Nothing, apart from anything your legal rights give you (section 5) |
| Support subscription | Yes, at any time, yourself (section 6) | Nothing for the period you have paid for. You are not charged again |
| 30-day fit guarantee | Tell us within 30 days of the introduction (section 7) | A free rematch. It is not a refund |
2Paying for our service
Our service has up to two separate payments. Both are made by card through Stripe, our payment provider.
- The placement fee. This is a one-off fee for finding, vetting, matching and introducing a companion. We send you a secure payment link after the free consultation, once we have agreed to take you on as a client.
- The support subscription. This is optional. If you choose it, we send you a separate payment link, and it is charged monthly until you cancel.
We tell you the amounts during your consultation, and they are set out in your client agreement before you pay.
When you pay the placement fee, you ask us to start work straight away. Companions are often needed at short notice, so we begin sourcing and vetting as soon as you pay.
What a companion charges is agreed between you and the companion, and you pay the companion directly. We do not take those payments, so they are not covered by these terms.
3The 48-hour full refund
You can cancel and get a full refund of the placement fee if you ask within 48 hours of paying. We count the 48 hours from the moment your payment was taken.
This applies for any reason, and you do not need to explain. It applies even though we have already started work for you.
Why we do this
Plans change quickly. A parent can go into hospital, or back into hospital, within hours of coming home. We do not want anyone to feel locked in at a time like that. If your situation changes, we would rather return your money, pause our work and welcome you back later.
How to ask
- Email livwellcompanions@gmail.com and say you would like to cancel and receive a refund. Please use email, so that we have a record of the time.
- We use the time your email arrives to check that it is inside the 48 hours. An email sent in time counts, even if we process it a little later.
- We confirm by email, stop our work for you, and refund the full amount you paid for the placement fee through Stripe.
Coming back later
If you cancel and your situation later changes, you are welcome to ask us to start again. We would begin a new placement and a new placement fee would apply.
If you also started the support subscription, please cancel it as well (section 6).
4After 48 hours
Once the 48 hours have passed, the placement fee is not refundable.
Why
From the moment you pay, we are working for you. We interview and assess companions, run identity, right-to-work and background checks, and match them to the person who needs company. That work takes real time and has real costs, and it is already done by the time the 48 hours are up, whether or not you go on to meet a companion.
This applies if you change your mind, if the need for companionship ends, or if circumstances change. You can stop at any time, but the placement fee is not returned.
This does not affect your legal rights, which are explained in the next section.
5Your legal right to cancel
If you are a consumer and you buy our service online, by email or by phone, the law gives you a right to cancel within 14 days of the contract being made, without giving a reason. This is separate from our 48-hour refund. It does not replace it, and nothing in these terms takes it away.
When you pay, you ask us to start work straight away. If you cancel under your legal right after we have started, you must pay for the work we have done up to the point you told us you were cancelling. If we have completed the whole service within the 14 days, with your request and your acknowledgement that you lose the right to cancel once it is complete, the right no longer applies.
If you cancel under your legal right after the 48 hours but within the 14 days, we will work out the fair charge for the work done and refund any balance the law requires.
To use your legal right to cancel, email livwellcompanions@gmail.com and say clearly that you want to cancel. Your client agreement includes a cancellation form you can use, but you do not have to.
6Cancelling your support subscription
The support subscription is optional, and you can cancel it at any time. You do not need to contact us or give a reason.
How to cancel
Cancel it yourself through Stripe's customer portal. Use this link: [Customer portal link]. You can also find the link in the receipt email Stripe sends you each month. If you have any trouble, email livwellcompanions@gmail.com and we will cancel it for you.
What happens when you cancel
- You will not be charged again.
- Your support continues until the end of the month you have already paid for, then ends.
- There is no refund for any part of a month you have paid for, including any days you have not used.
- There is no cancellation fee.
Cancelling the subscription does not end your placement or change your arrangement with your companion. If you want support again later, we will send you a new subscription link.
7Our 30-day fit guarantee
If the companion we introduce turns out not to be the right fit, tell us within 30 days of the introduction date and we will find you a replacement introduction at no extra placement fee.
This is a free rematch. It is not a refund. It applies once per placement. The full conditions are in your client agreement and in section 5 of our Terms of Service.
8How refunds are paid
- Refunds go back to the card you paid with, through Stripe. We cannot send a refund to a different card or account.
- We aim to process an approved refund within 2 working days of your request.
- After that, it can take 5 to 10 working days to appear, depending on your bank.
- We do not deduct anything from a refund under section 3.
If a refund has not arrived after that time, email us and we will help.
9Changes to these terms
We may update these terms from time to time. The latest version is always on this page, with its date at the top. A change does not affect a payment you have already made. It applies to the terms you agreed when you paid.
10Contact us
For any question about cancelling or refunds, contact us.
- LivWell Companions
- Cancellation and refund enquiries
- livwellcompanions@gmail.com
- Phone
- [Phone number]
- Post
- [Registered business address]