Refund and Cancellation Policy

This Refund and Cancellation Policy explains your rights and our obligations in relation to Subscription cancellations, refunds, and free trial use. It applies to all Customers of Glow Up Hub, operated by K&L Collective Pty Ltd (ACN 699 071 746, ABN 41 699 071 746) and forms part of our Terms and Conditions.

1. Free Trial

1.1 Trial Period

New Customers are entitled to a free trial period of 14 days from the date of account creation. During the trial period, you will have full access to the Platform features included in the Subscription plan you have selected.

1.2 No Payment During Trial

You will not be charged during the 14-day free trial period. To access the free trial, you will be required to provide valid payment details. Your first payment will not be processed until the trial period ends.

1.3 Cancellation During Trial

You may cancel your Subscription at any time during the free trial period without charge. If you cancel before the trial period ends, your access to the Platform will cease at the end of the trial period and no payment will be taken.

1.4 Conversion to Paid Subscription

If you do not cancel before the end of the 14-day trial period, your Subscription will automatically convert to a paid Subscription and your nominated payment method will be charged at the applicable rate for the plan you selected. You will receive an email reminder at least 3 days before your trial ends.

2. Cancellation

2.1 How to Cancel

You may cancel your Subscription at any time by:

• using the cancellation process within your Account settings; or
• contacting us at hello@glowuphub.com.au with your account details and a request to cancel.

Cancellation requests submitted by email will be processed within 2 business days. We will confirm your cancellation by email once it has been processed.

2.2 When Cancellation Takes Effect

Cancellations take effect at the end of your current billing period. This means:

• if you are on a monthly Subscription and cancel on any day of the month, your access will continue until the last day of the month you have paid for;
• if you are on an annual Subscription and cancel at any time, your access will continue until the last day of the annual period you have paid for.

You will not be charged for any subsequent billing period after cancellation takes effect.

2.3 Access After Cancellation

Following cancellation, your account will remain active and fully accessible until the end of the current billing period. After that date, access to the Platform will be suspended. Your data will be retained for 30 days following the end of the billing period, after which it will be permanently deleted in accordance with our Data Processing and Sharing Agreement.

3. Refunds

3.1 General Position

Glow Up Hub does not offer pro-rata refunds for unused time remaining within a billing period. This applies to both monthly and annual Subscriptions. If you cancel your Subscription, you will retain access to the Platform until the end of the period you have paid for but will not receive a refund for any remaining unused time.

3.2 Annual Subscription Cancellation

If you cancel an annual Subscription before the end of the annual period, you will retain access to the Platform for the remainder of the annual period but will not be entitled to a refund for the unused months. We recommend reviewing your requirements before committing to an annual Subscription.

3.3 Australian Consumer Law

Nothing in this policy limits or excludes your rights under the Australian Consumer Law. You may be entitled to a refund under the Australian Consumer Law where:

• the Platform has a major failure that we are unable to remedy within a reasonable time;
• the Platform is not fit for the purpose you told us you needed it for at the time of purchase;
• the Platform does not match the description we provided; or
• we have engaged in misleading or deceptive conduct in relation to the Platform.

If you believe you are entitled to a refund under the Australian Consumer Law, please contact us at hello@glowuphub.com.au with details of your claim. We will assess your request and respond within 10 business days.

3.4 Billing Errors

If you have been charged incorrectly due to a billing error on our part, please contact us at hello@glowuphub.com.au as soon as possible. We will investigate and, where a billing error is confirmed, will issue a full refund of the incorrectly charged amount within 10 business days.

4. Plan Changes

4.1 Upgrading Your Plan

You may upgrade your Subscription plan at any time through your Account settings. When you upgrade, the new plan will take effect immediately and you will be charged the difference between your current plan and the new plan on a pro-rata basis for the remainder of the current billing period.

4.2 Downgrading Your Plan

You may downgrade your Subscription plan at any time. A downgrade will take effect at the start of your next billing period. You will continue to have access to your current plan's features until the end of the current billing period.

5. Account Suspension and Termination by Glow Up Hub

If we suspend or terminate your account due to a breach of our Terms and Conditions or Acceptable Use Policy, no refund will be provided for any unused portion of your Subscription period. If we terminate your account for reasons other than a breach on your part, we will provide a pro-rata refund for the unused portion of any prepaid Subscription period.

6. How to Request a Refund

To request a refund under clause 3.3 or 3.4, please contact us at hello@glowuphub.com.au with:

• your account email address;
• the date and amount of the charge you are querying;
• a description of the issue or reason for your refund request; and
• any supporting information that may assist us in assessing your request.

We will acknowledge your request within 2 business days and provide a full response within 10 business days. Approved refunds will be processed to your original payment method within 5 to 10 business days depending on your card issuer.

7. Changes to This Policy

We may update this Refund and Cancellation Policy from time to time. We will notify you of any material changes by email at least 30 days before the updated policy takes effect. Your continued use of the Platform after the effective date constitutes acceptance of the updated policy.

8. Contact Us

If you have any questions about this Refund and Cancellation Policy, please contact us: