TERMS OF SERVICE
Afterpay allows you to pay for your purchase over 4 instalments due every 2 weeks. In some cases, Afterpay may require you to make a payment at the time of purchase.
You must be over 18 years old and be the authorised holder of an eligible debit/credit card to apply (see clause 2.4 for eligibility criteria).
All orders are subject to Afterpay’s approval – for example, if you have any overdue payments, Afterpay will not be available to you. For more information on assessment and checks, see clause 6.2
As part of our approval process, we may conduct a pre-authorisation on your nominated card, up to an amount of your first instalment - see clause 6.2(f)
You can make repayments to Afterpay any time BEFORE the due date. Otherwise, Afterpay will automatically try process payments on the scheduled dates from your card. If a payment is not processed on or before the due date, late fees will apply – initial $10 late fee, and a further $7 if the payment remains unpaid 7 days after the due date.
For each order below $40, a maximum of one $10 late fee may be applied per order. For each order of $40 or above, the total of the late fees that may be applied are capped at 25% of the original order value or $68, whichever is less. See Schedule 1.
If you won’t be able to pay us on time, please contact us as soon as possible. Please click here for more information regarding Hardship.
The delivery/quality of goods and all refunds is the responsibility of the retailer where you make the purchase or the Third Party Supplier who supplies the Third Party Goods available through our Website.
If you decide to purchase goods from an authorised Retailer from outside of Australia, we draw your attention to clause 4.5 of these terms.
We are a Code Compliant Member under the BNPL Code. You have certain rights and we have certain obligations to you under the BNPL Code. For further information, see clause 2.6.
IMPORTANT INFORMATION REGARDING CARD PRE-AUTHORISATIONS:
As part of our approval process and our assessment as to whether or not you have the capability to fulfil your obligation to make future payments to Afterpay according to the Payment Schedule, we reserve the right to conduct a pre-authorisation of your Nominated Payment Source. This may involve placing funds in the account linked to your Nominated Payment Source on hold each time you make an online purchase, obtain your Afterpay Card for an in-store purchase or add a new Card to your Afterpay Account. Once purchases are authorised, we immediately instruct your bank to void this pre-authorisation transaction. Once your Afterpay Card is provided for an in-store purchase, where Afterpay Card is obtained but a purchase does not eventuate, we instruct the bank to void the pre-authorisation if your Afterpay Card is cancelled or expires. Once a new card is added to your Afterpay Account and used, we instruct the bank to void the pre-authorisation. No funds are received by Afterpay during this process.
PLEASE NOTE: In most circumstances, relevant banks will void a pre-authorisation transaction within a few hours of the pre-authorisation transaction being conducted by Afterpay. However, in some observed instances, banks have taken up to fourteen (14) days to finalise this process. Unfortunately, we do not have any control or influence over the timing of your bank’s ability to finalise this process and Afterpay does not guarantee the time it takes for your bank to finalise the process and make your funds available to you.
1. Welcome to our Website
1.1 Parties to this Agreement
This Agreement is a contract between you (‘you’ or ‘your’) and Afterpay Australia Pty Ltd ACN 169 342 947 (‘Afterpay’, ‘we’, ‘us’, ‘our’).
1.2 Policies incorporated into this Agreement
To the extent of any inconsistency between this Agreement and any incorporated policy, the incorporated policy will prevail.
1.3 Changes to this Agreement
(a) We may vary this Agreement at any time (including varying the Fees). We will only vary this Agreement for the following reasons: (i) if we change the functionality of our Products; (ii) if we introduce new products or remove existing products; (iii) where required by law or regulation or a regulator; or (iv) for any other reason provided it is reasonable. Where the variation is material and/or to your detriment, we will provide you with at least 30 business days’ prior personal notice of the variation, unless the variation is to introduce new Fees or increase existing Fees, in which case, we will give you at least 40 business days prior personal notice. If you do not wish to be bound by the variation, you are free to exit this Agreement, without penalty or additional fees, within the applicable notice period. See clause 9 for how we provide personal notice. We may also place the notification as pop-ups in the app and/or with a banner on the Website. There may be instances where we cannot give you prior notice, for example, where we are instructed by a regulator to implement a change immediately. We will personally notify you of the change as soon as we can. Where the variation is not material and/or to your detriment (so it is to your benefit or is neutral), we may notify you after we have made the change or not give you any notice (for example, where the change is immaterial).
(b) We will not change any terms and conditions for an existing Order that has been accepted by us; the terms and conditions that will apply to an accepted Order (and any steps taken in relation to such Order, e.g., cancellation, refunds, etc.) are the terms and conditions that applied at the time you made the Order.
2. Our relationship
2.1 About us
(a) Our Products allow you to buy (i) goods or services offered by online or in-store Retailers including a Retailer in an overseas jurisdiction permitted by Afterpay, and (ii) Third Party Goods from Third Party Suppliers available through our Websites.
(b) By placing an Order with a Retailer and using our Products, you provide us with unconditional and irrevocable consent and direction to pay (or procure an Afterpay Affiliate to pay) the Retailer on your behalf in exchange for your agreement and obligation to repay or pay to us, as principal debtor, in accordance with this Agreement the agreed amounts (which may include any applicable taxes, duties or other related amounts charged by the Retailer) and on the dates outlined in your Payment Schedule, plus any additional applicable Fees, including Late Fees if you miss a repayment to us on or before the scheduled date, as set out in Schedule 1.
(c) By placing an Order through our Websites for Third Party Goods, you agree to repay or pay to us in accordance with this Agreement the agreed amounts (which my include any applicable taxes or duties or other related amounts charged by the Third Party Supplier) and on the dates outlined in your Payment Schedule, plus any additional applicable Fees, including Late Fees if you miss a repayment to us on or before the scheduled date as set out in Schedule 1.
(d) You acknowledge that we do not have any control over, and are not responsible or liable for, the products or services purchased from Retailers paid for with our Products. We cannot ensure that a Retailer you are dealing with will complete the transaction.
(e) You acknowledge that we act as agent for the Third Party Suppliers when we process Orders for Third Party Goods through our Websites. Delivery, fulfilment and customer support for the Third Party Goods will be provided by the Third Party Supplier. You agree to be bound by the terms and conditions of the Third Party Supplier identified to you at the time of purchase. Please review all applicable Third Party Supplier terms and conditions prior to placing your Order for any Third Party Goods.
(f) Afterpay does not:
(i) Enter into a partnership, joint venture, agency or employment relationship with you;
(ii) Guarantee the identity of any Retailer;
(iii) Determine if you are liable for any taxes; or
(iv) Collect or pay any taxes on your behalf that may arise from your use of our Products.
2.2 Your Consumer Rights
As a consumer, you have certain rights under consumer protection legislation (Consumer Rights). These Consumer Rights include:
(i) statutory guarantees under the Australian Consumer Law that goods will be of acceptable quality, match their description and be fit for any purpose made known to the consumer, and that services supplied will be provided with due care and skill and be reasonably fit for any specified purpose. When a statutory guarantee is breached, consumers are entitled to a range of remedies including, in some cases, damages for reasonably foreseeable losses; and
(ii) non-excludable implied warranties that financial services will be provided with due care and skill and that the services and any materials supplied in connection with them will be fit for any specified purpose.
Nothing in this Agreement is intended to exclude, restrict or modify any of your Consumer Rights, including by limiting our liability or imposing liability on you in a manner which would be considered unfair under the relevant consumer protection laws.
2.3 No warranty
(a) We do not give any express warranty or guarantee as to the suitability, reliability or availability of our Products, or Third Party Goods, or of the content on our Website.
(b) Subject to your Consumer Rights set out in clause 2.2, we do not give any implied warranties or guarantees.
(c) Except as required by law, we do not guarantee continuous, uninterrupted or secure access to our Products, and we make no representations or warranties regarding the amount of time needed to complete processing of Orders or payment transactions.
2.4 Your eligibility
(a) To be eligible to use our Products you must:
(i) be an individual who is at least 18 years old;
(ii) be capable of entering into a legally binding contract;
(iii) have a valid and verifiable email address and Australian mobile telephone number;
(iv) provide a valid delivery address in Australia;
(v) have access to a Payment Method, for example by being the holder of a Card; and
(vi) in connection with your use of your Afterpay Account and our Products, use your real name and true and correct personal details and not use an alias or false identity (even with the consent of the person whose identity you are using) or provide false, inaccurate or misleading personal details or seek to establish a fake, untraceable or unverifiable Afterpay Account.
(b) By entering into this agreement, you represent and warrant that you are eligible to use our Products.
2.5 Transfers or assignments
(a) You cannot transfer or assign any rights you may have under this Agreement without our prior written consent, which must not be unreasonably withheld.
(b) We may transfer or assign this Agreement, and any right under this Agreement, to a third party without notice to you or your consent unless the assignment will detrimentally affect your rights under the Agreement (in which case we will seek your consent prior to assignment, which consent must not be unreasonably withheld). You agree that we may appoint third party collections agencies to collect any amounts owing to us under this Agreement without your consent.
2.6 Your rights under the BNPL Code
(a) We are a Code Compliant Member under the BNPL Code. The BNPL Code describes contractually enforceable commitments that apply from 1 March 2021 to the interactions and arrangements we have with you about our Products that are covered by the BNPL Code.
(b) The BNPL Code operates alongside, and is subject to, existing laws and regulations and does not limit your rights under such laws and regulations. Where the BNPL Code imposes standards on us that are above those required by the law or regulation, we are committed to the higher standards of the BNPL Code.
(c) As a Code Compliant Member, we are subject to the oversight of the CCC and our commitments to you under the BNPL Code are enforceable by you through AFCA. To raise a dispute with us, AFCA or the CCC – see clause 8.2.
3. Your Afterpay Account
3.1 Creating your Afterpay Account
(a) We will create your Afterpay Account when you place your first Order with any of our Retailers or for Third Party Goods available through our Websites. You may also create your Afterpay Account by visiting the Afterpay Website.
(b) Once your Afterpay Account is created, you will be prompted to choose and enter a secure password. You may subsequently access your Afterpay Account, using your secure password, through our Website.
(c) You are responsible for maintaining the security of your Afterpay Account details. We will not take responsibility for unauthorised access and use of your Afterpay Account unless we have failed to take reasonable steps to prevent such unauthorised access or use.
(d) If you consider a transaction made using your Afterpay Account was not made or otherwise authorised by you, you should contact Afterpay at help.afterpay.com and we will investigate this as an unauthorised transaction. In the absence of such a request from you, you acknowledge and agree that we will treat any such Order on your Afterpay Account as a valid transaction for the purposes of this Agreement.
See how we handle disputes in clause 8.2.
3.2 Your obligations to us as a holder of an Afterpay Account
By holding an Afterpay Account with us, you agree that you must:
(a) Pay all applicable Fees associated with your use of our Products and your Afterpay Account;
(b) Not provide us with any information that is false, inaccurate or misleading (including, without limitation, in relation to your identity or personal details or by using an alias or false identity, even with the consent of the person whose identity you are using or seek to establish a fake, untraceable or unverifiable Afterpay Account);
(c) Ensure any information about you, including your contact details, is true, current and complete. If your information changes, you must update it through your Afterpay Account via our Website;
(d) Provide to us in a timely manner all documentation relating to your identity, if requested by us;
(e) Not use your Afterpay Account, our Products or Third Party Goods for any unlawful, fraudulent or improper activity , including for any experimental, testing or research purposes or otherwise in a manner for which they have not been designed;
(f) Cooperate fully with us to investigate any suspected unlawful, fraudulent or improper activity on your Afterpay Account;
(g) Pay any taxes that may apply to purchasing the goods or services where applicable (e.g. GST);
(h) Not permit others to use your Afterpay Account, or allow anyone else to have or use your account password details;
(i) Not use any technology (device, software or hardware) to damage, intercept or interfere with our Products or Websites;
(j) Immediately contact us if you believe that your Afterpay Account may be subject to an unauthorised transaction, account takeover or other type of fraudulent activity or security breach;
(k) Not create liability for us or cause us to lose (in whole or in part) the services of our Retailers or Third Party Suppliers;
(l) Authorise us to disclose Card-related profile and purchase behaviour information to third parties (including, without limitation, Visa and MasterCard) for the purpose of eliminating fraud and illicit behaviour; and
(m) Not open or use more than one Afterpay Account.
3.3 In-store payment
(a) If you wish to make an in-store purchase using Afterpay, you must create an Afterpay Account (new Afterpay customers), or log in to your existing Afterpay Account (existing Afterpay customers), and request authorisation to make an in-store purchase by using your Afterpay Card with a Retailer who offers Afterpay.
(b) Your Afterpay Card will be processed by the Retailer to finalise your Afterpay purchase. If your request is approved, your first 25% instalment will be due at the time of purchase, or, if your loyalty status entitles you to a deferred first instalment, 2 weeks from the date of purchase or as otherwise set out in your Afterpay Account. Payments will be deducted from your Nominated Payment Source in accordance with your Payment Schedule, which will be emailed to you following your Afterpay purchase.
(c) Only one Afterpay Card will be approved for your use and can be used to authorise additional purchases until its expiry date.
(d) Your Afterpay Card will be valid for 3 years after it has been added to your digital wallet.
(e) Your Afterpay Card must only be used by you as the Afterpay Account holder. It is your responsibility to keep your Afterpay Card secure at all times from theft, fraud, misuse and/or unauthorised use.
(f) If you become aware that your Afterpay Card is faulty, or the device onto which they have been loaded has been lost or stolen prior to their expiry, or there are issues with generating the Afterpay Card, you can contact us on help.afterpay.com and we will endeavour to cancel it.
(g) To the extent permitted by law, and subject to clause 2.2, we will not be liable to you or anyone else for any losses suffered or incurred due to delay in receipt of, or for any lost or misdirected Afterpay Cards sent to the device you have provided, or for any losses suffered or incurred due to the theft, fraud, misuse or unauthorised use of the Afterpay Card, except to the extent that such losses arise as a result of our negligence, wilful misconduct or breach of this Agreement.
3.4 Closing your Afterpay Account
When you can close your Account
(a) You may request to close your Afterpay Account by contacting us directly. We are only able to close your Afterpay Account if all amounts owing to us by you (including any Late Fees) have been paid in full to us.
(b) You can also close your Afterpay Account if we have changed the terms under clause 1.3. If you owe amounts, you will need to continue to repay these in accordance with your Payment Schedule.
(c) If your Afterpay Account is closed under this clause, any disputes or refunds that are in progress will also need to be resolved/processed (see clause 5), and this Agreement will continue to apply.
When we can close your account
(a) We may immediately limit your access to our Products and/or suspend or close your Afterpay Account, without prior notice to you, for the following reasons:
(i) we reasonably consider it necessary to do so in order to protect the integrity of our systems or the Products, prevent fraud or limit the risk of money laundering or terrorism financing; or
(ii) we are required to or instructed by a regulator, enforcement officer or court of law;
(iii) you do not pass our verifications or checks, including our pre-authorisation check described in clause 6.2(d);
(iii) we reasonably suspect, or are aware, that you have breached this Agreement in a material respect (including by failing to make any payment due under this Agreement by the payment due date or by providing us with false, inaccurate or misleading information or using your Afterpay Account or our Products in breach of this Agreement).
(b) Other than as set out in (a) above, we may close your Afterpay Account at any time for any reason by providing you with 60 days’ prior personal notice. For how we give personal notice, see clause 9.
Consequences of closure
This Agreement will continue to apply to any Purchases accepted prior to closure (where it is immediate under (a) above or prior to notice (under (b) above) until all amounts owing (including Fees) are received in full and until all disputes and refunds are resolved/processed – see clause 5.
4. Orders, payments and billing
4.1 Order Confirmation and Payment Schedule
(a) All Orders which you place with Afterpay are subject to approval by Afterpay, in our reasonable discretion. We may choose not to approve an Order or provide a Product to you, or may cancel an approved Order before the goods or services are delivered or supplied, if:
(i) we reasonably consider this necessary in order to:
(A) protect the integrity of our systems or the Products;
(B) prevent fraud;
(C) limit the risk of money laundering or terrorism financing; or
(D) otherwise protect us against legal, regulatory or non-payment risk;
(ii) you do not pass our verifications or checks, including those described in clause 6;
(iii) we reasonably suspect, or are aware, that you have breached this Agreement in a material respect (including by failing to make any payment due under this Agreement on the payment due date);
(iv) an Order is made with a merchant in a different jurisdiction that is not permitted by Afterpay; or
(v) we otherwise reasonably consider the Order to be suspicious.
(b) If we cancel an approved Order:
(i) we will apply a full refund of any amounts you have paid to us to your Nominated Payment Source or (if that is not possible) to any other Card that you have provided us details of, and will cancel any future payments related to that Order. In the event the approved Order is cancelled because a chargeback has been incurred by Afterpay in relation to a payment for the approved Order, that payment will not be refunded by Afterpay. Any return of funds in that event will be as between you and your issuing bank. The Retailer or Third Party Supplier (as applicable) will not be obliged to deliver the goods (or provide the services) the subject of the Order, unless required to do so by law;
(ii) you will have no obligation to make any further payments to us, or any other ongoing relationship with us, with respect to that Order; and
(iii) if you wish to proceed with the purchase from the Retailer, the Retailer may accept an alternative payment method in its discretion, or if required to do so by law.
(c) Once we approve your Order, you will receive an email from us with confirmation of receipt of your Order and a Payment Schedule.
(d) You agree to ensure that payment(s) are made in accordance with the Payment Schedule. You may make early payments through your Afterpay Account, otherwise Afterpay will automatically process payments in accordance with the due dates stated on the Payment Schedule. You authorise Afterpay to process such payments using the Payment Method details provided by you. If an Automatic Payment fails on any of the dates specified in your Payment Schedule, Afterpay reserves the right to re-attempt to process the payment at a later time or date.
4.2 Automatic Payments
(c) You are responsible for ensuring that you have sufficient funds in your Nominated Payment Source available to make Automatic Payments on the dates specified in your Payment Schedule. You are liable for any fees or charges imposed by your Nominated Payment Source (e.g. interest charges on a nominated credit card), except to the extent that such fees or charges arise as a result of our error or system failure. If any fees or charges are imposed as a result of our error or system failure, please provide us with a copy of the relevant records, and we will reimburse you for the relevant fees or charges.
(d) If an Automatic Payment fails (for example, if your Nominated Payment Source is a credit or debit card which has expired), Late Fees may apply unless you otherwise make the scheduled payment on or before the relevant due date. You authorise us to satisfy any monetary liability you owe us by:(i) Debiting your Nominated Payment Source at a later time or date;
(ii) Debiting any other Card which you have provided details of;
(iii) Offsetting the payment amount against any amounts we may owe to you; or
(iv) Any other legal means.
Please see clause 4.3 below for more information regarding Late Fees.
4.3 Late Payments
The calculation and application of late fees are set out in Schedule 1 to this Agreement.
All charges and fees and how they are calculated and applied are set out in Schedule 1 to this Agreement.
4.5 Cross Border Transactions
Where you use our Products to make a Cross Border Transaction, we will convert what the Retailer charges for the goods into your local currency to determine the Original Order Value and the amounts payable by you in accordance with your Payment Schedule at the retail exchange rate used, which is the average of the bid rate offered by the four largest retail banks in Australia.
(a) No interest charges are payable by you for the use of our Products.
4.7 No set off
Notwithstanding any other provisions of this Agreement, you must make all payments in accordance with the Payment Schedule in full to us under this Agreement without any set-off, withholding or reduction.
4.8 Higher Upfront payment
Where the Original Order Value exceeds your approved spending limit with Afterpay, you may be offered the option to pay an instalment at the time of purchase which is higher than 25% of the Original Order Value (Higher Upfront Payment).
If this section applies to you, the Higher Upfront Payment will display prior to you confirming your Afterpay Order, and we will act as your agent by paying through your Higher Upfront Payment to the merchant. For the avoidance of doubt, Your obligations with respect to Your Payment Schedule (regardless of the applicability of this section) shall continue to apply in accordance with this Agreement, including your obligations under clause 4.2.
(a) If you decide to return goods to a Retailer or Third Party Supplier (as applicable), which have been purchased using our Products, and request a refund, or a return and refund are otherwise accepted by the Retailer or Third Party Supplier or permitted by law, you will directly arrange the return with the Retailer or Third Party Supplier, ensuring that the goods are returned according to the Retailer’s or Third Party Supplier’s returns policy or other instructions or your rights at law. Please note, using Afterpay to pay for any eligible purchase will not affect any of your existing rights to refund under applicable consumer law or otherwise.
(b) It is your responsibility to notify the Retailer or Third Party Supplier if you intend to return any goods. The return must be completed within the period specified and in the manner required by the Retailer’s or Third Party Supplier’s returns policy or as otherwise permitted by the Retailer or Third Party Supplier.
(c) Unless we are notified by a Retailer or Third Party Supplier that a return and refund is in progress, we will continue to process any Automatic Payments in accordance with the dates set out in your Payment Schedule.
(d) Until such time that the Retailer or Third Party Supplier has confirmed the return of the goods and has issued a transaction reversal for those goods, you will still need to make the payments in accordance with your Payment Schedule.
(e) Once the Retailer or Third Party Supplier has confirmed that a refund is payable, we will issue a refund to your Nominated Payment Source (or, if that is not possible, to any other Card that you have provided details of) and/or adjust your Payment Schedule appropriately (including to reduce or cancel any future payments, if necessary). Please note, in the event of partial refunds, refund amounts are taken off the last payment/s first. If the refund is processed to your expired or cancelled card, you will need to obtain the returned funds by contacting your financial institution.
For example, if you make a $400 purchase using Afterpay and the retailer approves a $250 refund, we will cancel your 3rd and 4th instalments of $100, and amend your 2nd instalment to $50. Your new payment schedule will become 2 payments (instead of 4) of $100 & $50. If you had already paid 2 instalments of $100 each, a refund of $50 would be applied to your card and the remaining 2 instalments would be cancelled.
When a Retailer issues a refund for a Cross Border Transaction, Afterpay will use the original retail exchange rate (used at the time the order was placed) to determine the refund amount to apply to your Nominated Payment Source for the relevant goods.
For example, if a New Zealand Retailer charged 100NZD which was converted to $96 as the Original Order Value, if the Retailer issues a refund for 50NZD, your order total and Payment Schedule will be adjusted by $48.
(f) Where you wish to return a product 120 days or more after the purchase date, we will no longer have any involvement in the product return process (i.e. the Retailer will provide any agreed refund directly to you). A longer period will apply where we have agreed a longer period with a Retailer or Third Party Supplier where required based on the nature of the goods or services purchase by you.
(g) Where your Afterpay Account has been closed for any reason, our respective obligations in relation to product returns in this clause 5 will only continue until the earlier of:
(i) the date on which all amounts you owe to us have been paid to us; or
(ii) the date which is 120 days after your last Order or such later date we have agreed with a Retailer or Third Party Supplier where required based on the nature of the goods or services purchased by you.
After that time, the Retailer or Third Party Supplier will be solely responsible for processing all product returns and associated refunds.
6. Assessment and checks
(a) We reserve the right to assess, and determine whether to accept or cancel, each Order in accordance with clause 4.1.
6.2 Repayment capability and identity checks
(a) We reserve the right to verify your identity, including if required under the Anti-Money Laundering and Counter-Terrorism Financing Act. Verifying your identity does not mean we will approve your order (see clause 4.1(a) for other variables that are considered).
(b) You agree to provide any information or documentation reasonably requested by Afterpay, a Retailer or a Third Party Supplier to verify your identity in connection with your Afterpay Account or Orders.
(c) You authorise us to make, directly or through third parties, any enquiries we consider necessary to verify your identity and assess your capability to make payments according to the Payment Schedule in relation to all Afterpay Orders. This may include performing repayment capability checks and verifying information you provide against third party databases. However, we will not conduct a credit check with a credit reporting bureau.
(e) You authorise Afterpay (or any third parties providing services on behalf of Afterpay) to disclose to third parties, to the extent required by any applicable laws or regulations, any information in relation to you or your Afterpay Account.
(f) As part of our approval process and our assessment as to whether or not you have the means to fulfil your obligation to make payments to Afterpay according to the Payment Schedule, we reserve the right to conduct a pre-authorisation of your Nominated Payment Source. This may involve placing funds in the account linked to your Nominated Payment Source on hold each time you make an online purchase, obtain an Afterpay Card for an in-store purchase or add a new Card to your Afterpay Account.
For online purchases:
(i) the pre-authorisation amount will not exceed your first instalment (plus one cent) owed to us for that purchase; and
(ii) we immediately instruct your bank to void this pre-authorisation transaction.
For in-store purchases:
(iii) the pre-authorisation amount will not exceed 25% of the value of the Afterpay Card (plus one cent); and
(iv) Where an Afterpay Card is obtained but a purchase does not eventuate, we instruct the bank to void the pre-authorisation transaction upon expiry or cancellation of the Afterpay Card.
No funds are received by Afterpay during the pre-authorisation process.
(g) We cannot guarantee the time it takes for your bank to process both the pre-authorisation transaction and our voiding of that transaction.
7. Our Intellectual Property
(b) You must not copy, imitate, modify, alter, amend or use without our prior written consent any URLs representing our Website, or any of our content, logos, graphics, icons or other content published on our Website or in our printed media.
8. Complaints and disputes
8.1 Disputes between you and a Retailer
(a) If you have a dispute with a Retailer or Third Party Supplier (as applicable), you should file a dispute through direct contact with the Retailer or Third Party Supplier.
(b) Whilst Afterpay will endeavour to facilitate communication between you and the Retailer or Third Party Supplier to enable a resolution to all disputes, the outcome of your disputes with Retailers or Third Party Suppliers will not affect Afterpay’s rights and remedies under this Agreement or your obligation to meet any payments due to us, except as expressly provided in clause 5.
8.2 Disputes between you and us
(i) will acknowledge receipt of all complaints within 1 business day or as soon as reasonably practicable;
(ii) will provide an initial response to all complaints within 10 business days from the date of the complaint; and
(iii) aim to resolve all complaints within 21 days.
(b) If you wish to raise a dispute or submit a complaint to us, you should do so by contacting us using the details listed below. Disputes should be raised with us as soon as possible.
Mail: GPO Box 2269, Melbourne, VIC 3001, Australia
(c) We may request additional documentation from you to assist us in resolving any complaints or disputes, and you must provide all reasonable assistance to us to facilitate us in resolving any complaints or disputes.
(d) Where we cannot resolve a dispute within 21 days, we will notify you of the reason for the delay as well as an indication of when we expect to resolve the complaint or dispute.
(e) When we have completed our investigation of your complaint, we will provide you with a written response, which will include:
(i) the outcome of our investigation;
(ii) your right to take your complaint to AFCA; and
(iii) AFCA’s contact details.
(f) There may be some circumstances where (unless otherwise required to do so) we will not provide a written response to you because we have either:
(i) resolved the complaint to your satisfaction within 5 business days; or
(ii) given you an appropriate explanation and / or apology and there are no further actions we can take to reasonably address the complaint.
(g) If you are not satisfied with the outcome of your complaint after it has been through our internal disputes process above, you can contact the Australian Financial Complaints Authority (AFCA) using the contact details listed below.
Phone: 1800 931 678 (free call)
In writing to: Australian Financial Complaints Authority
GPO Box 3, Melbourne VIC 3001
(h) If you have a specific dispute with us that involves a breach of the BNPL Code, you should contact us in the first instance and then contact AFCA, if considered necessary. AFCA may not deal with your dispute unless you have tried to resolve the problem with us first, and either:
(i) We have provided you with a formal response; or
(ii) At least 20 business days (or the timeframe outlined by AFCA) has elapsed since you made your complaint.
(i) In addition to contacting us or AFCA, you can report an alleged breach of the BNPL Code to the CCC. The CCC will not consider your complaint if you are still trying to resolve it with us, or with AFCA. To lodge a complaint with the CCC, you can contact them at CCC-BNPL@afia.asn.au.
9. Notices and Communications
9.1 How we will communicate with you
(a) Other than as set out in (b) below, this Agreement and any other agreements, notices or other communications regarding your Afterpay Account and/or your use of our Products may be provided to you electronically. You agree to receive all communications from us in electronic form.
(b) For personal notice, we may give you notice by:
(i) serving it personally at, or sending it by post to, your nominated contact address listed on your Afterpay Account; or
(ii) sending it to you via other electronic methods of communication using contact details listed on your Afterpay Account (including text messages).
(c) Where a notice is served personally, service of the notice is taken to be effected when delivered. Where a notice is sent by post, service of the notice is taken to be effected on the fourth day after the date of postage. Where a notice is sent by electronic mail, or through other electronic means, service of the notice is taken to be effected on the day after the day on which it is sent, unless we receive notification that delivery has failed.
(d) You consent to us using the contact details you have provided to us to:
(i) contact you on an ongoing basis for marketing purposes whether by email, SMS, phone or otherwise (unless you have notified us that you do not wish to receive such communication); and/or
(ii) contact you in relation to your Afterpay Account, our Products and/or any Third Party Goods you have purchased.
(e) You acknowledge that we (or any third party providing services on behalf of us) may monitor or record telephone conversations or electronic communication for quality control and training purposes or for Afterpay’s own protection. Afterpay does not provide any guarantee that any such monitoring or recording will be retained or retrievable.
9.2 How you can communicate with us
Except as stated otherwise in this Agreement, notices to us can be given in writing and sent by post or email to:
Afterpay, GPO Box 2269 Melbourne, VIC 3001, Australia;
10.1 System Outages
(a) Access to our Products or our Websites may occasionally be unavailable or limited due to hardware or software failure or defects, overloading of system capacity, damage from natural events or disasters or disruptive human activity, interruption of power systems, labour shortages or stoppages, legal or regulatory restrictions as well as other causes outside of our control.
(b) To the extent permitted by law, and subject to clause 2.2, Afterpay will not be liable for any loss or damage which you may incur as a result of our Products or our Website being unavailable.
10.2 Governing Law and Jurisdiction
(a) This Agreement is governed by the law in force in New South Wales, Australia. Each party irrevocably submits to the non-exclusive jurisdiction of courts exercising jurisdiction in New South Wales, Australia.
10.3 Limiting our liability to you and your liability to us
(a) Our liability to you when statutory guarantees apply
Nothing in this Agreement is intended to exclude, restrict or modify Your Consumer Rights – see clause 2.2. Where you are a consumer, our liability for breach of a statutory guarantee (as referred to in clause 2.2) is limited to (in our discretion):
In the case of a supply of goods:
(i) replacing the goods or supplying equivalent goods;
(ii) repairing the goods;
(iii) paying the cost of replacing the goods or acquiring equivalent goods; or
(iv) paying the cost of having the goods repaired; and
In the case of a supply of services:
(i) resupplying the services; or
(ii) paying the cost of having the services supplied again.
(b) Our Liability to you when statutory guarantees do not apply
(i) Save as set out in (ii) and (iii) below, our liability for all claims arising under or related in any way to this Agreement no matter how arising, and whether in contract, tort (including negligence), or otherwise, will not exceed the total value of any affected Order(s), including any payments and Late Fees;
(ii) We are not liable to you for any loss or damage you or any third party may incur from your purchase or use of any goods or services from a Retailer or a Third Party Supplier. You acknowledge that this is a matter between you and the Retailer or Third Party Supplier, subject to any obligation on us to process refunds and cancel future payments in accordance with this Agreement and our agreement with the Retailer or Third Party Supplier.
(iii) We are not liable to you where your acts or omissions cause or contribute to the loss or damage or where you fail to take all reasonable steps to mitigate the loss arising.
(c) Your Liability to us
(i) See clause 10.5 for your liability to us where you breach your use of our Products.
(ii) Save as set out in (iii) below, your liability to us for all claims arising under or related in any way to this Agreement no matter how arising, and whether in contract, tort (including negligence), or otherwise, will not exceed the total value of any affected Order(s), including any payments and Late Fees.
(iii) You are not liable to us where our acts or omissions cause or contribute to the loss or damage or where we fail to take all reasonable steps to mitigate the loss arising.
(a) You are responsible to Afterpay and any related companies of Afterpay to the extent they are involved in the provision of the Products for any loss, costs (including reasonable legal fees), expense or damage they suffered or incurred: (i) in connection with any claim or demand made by any third party due to or arising out of your breach of this Agreement, or your breach of any law or of the rights of a third party relating to your use of our Products or Website; and (ii) as a direct or indirect consequence of unauthorised users accessing your account as a result of your negligence. To the extent that clause 10.4(a) gives rights to a person who is not a party to this Agreement, Afterpay contracts as trustee of the rights given to that person.
(b) Your liability under clause 10.4(a) will be reduced proportionately to the extent that Afterpay, its contractors or agents: (i) caused or contributed to the relevant claim, demand, loss or damage; or (ii) failed to take reasonable steps to mitigate the relevant claim, demand, loss or damage.
10.5 Breach relating to misuse of the Products
(a) You acknowledge that it is imperative that Afterpay be able to rely on:
(i) the information you provide to us;
(ii) the identity that you use; and
(iii) that your use of your Afterpay Account and our Products be for the intended purpose.
(b) You acknowledge that a breach by you of any obligation in this Agreement in relation to the matters in clause 10.5(a) (including, without limitation, a breach of clauses 2.4 or 3.2(b) and 3.2(e) of this Agreement) would cause significant detriment to Afterpay and its related bodies corporate. You agree that monetary damages will not be sufficient to remedy that detriment, or may otherwise be incapable of being ascertained, and irrevocably consent to Afterpay or any of its related bodies corporate seeking and obtaining injunctive relief to obtain relevant documents from you and to prevent such breach, or orders of specific performance to compel compliance, in addition to any other remedies available at law or in equity.
(c) If Afterpay reasonably considers that you have breached an obligation under this Agreement in relation to your identity, the information you provide to us and/or your use of your Afterpay Account and our Products, you agree, on request from Afterpay, to provide Afterpay with copies of all documents, notes or communications in relation to such alleged breach.
(d) This clause 10 survives termination of this Agreement.