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Hardship

Understanding and supporting our customers is at the heart of everything we do at Afterpay. We appreciate that circumstances may change, and life can get in the way of the best laid plans, making it difficult to pay your Afterpay instalments. Our Hardship Policy exists to help customers who are unable to meet their payments due in accordance with their Afterpay payment schedule. Based on individual circumstances we allow some extra time to make repayments and ensure no additional fees are incurred. Our support stretches over a wide range of circumstances that include natural disaster, redundancy or recent unemployment, sudden illness, relationship breakdown, domestic or family violence or other personal reasons impacting your ability to meet your financial obligations.

 

How do I apply for hardship?

Please get in touch with us by visiting our help centre as soon as you can and one of our customer service team members will provide you with the necessary support. We’ll ask you to fill in an application form outlining the information we need to assess your request for assistance.

We take all applications for hardship seriously and will do everything possible to ensure that applications are dealt with quickly. Every effort will be made to ensure that appropriate arrangements are made for anyone who is experiencing hardship.

Afterpay treats all hardship applications as urgent matters and will confirm the outcome of the hardship application in writing within 21 days from the date of receipt of the application.

Hardship is available to all our customers, irrespective of the amount owing to Afterpay.

 

What types of hardship arrangements are available?

If your application is approved, you may be offered one of the following arrangements:

  1. Extend the term of your payment arrangement so you can make smaller payments over a longer period;
  2. Postpone any payments due for a certain period of time; and/or
  3. If applicable, we’ll waive late fees

We are committed to helping you overcome your hardship and still meet your obligations to Afterpay, so if you have another reasonable solution, we’re happy to consider it. 

 

How does Afterpay assess my hardship application?

We know everyone’s needs are different, so we assess each application on a case-by-case basis.

If we assess that you can reasonably meet your payments by making a change to your terms, we are usually happy to help. 

Note, if you’re unhappy with the outcome of your request for hardship assistance, you can contact the Australian Financial Complaints Authority (AFCA) on 1800 931 678.

 

Are there any other options available to me?

If we can’t help you with our Hardship Policy, there are a few other options you can try:

  1. Ask for a refund from the retailer. We recommend getting in touch directly with the retailer to see if you’re eligible to return the goods and get a refund (in line with their return policy). Once approved, Afterpay will amend or cancel your repayments immediately. 
  2. Get help through financial counselling. If you’re experiencing financial hardship you can receive free, independent advice about your situation. The National Debt Helpline website (ndh.org.au) has easy to use, step-by-step guides on how to tackle debts. You can also call the National Debt Helpline on 1800 007 007 to speak to a financial advisor – you’ll automatically be put through to the service in your State or Territory. 

 

Help, I still need more information!

Please visit our help centre if you have any other questions or to submit a request regarding your hardship application – we are here to help in any way we can.