Credit Guide

About Us

Who We Are

IVF Pay Pty Ltd
ABN: 86 693 531 958
Australian credit licence 576437

IVF Pay Pty Ltd ("IVF Pay", "we", "us" or "our") is a specialist consumer credit provider focused exclusively on providing personal loans for fertility treatment. We are based on the Gold Coast, Queensland, and provide services to customers Australia wide.

About This Guide

Purpose of This Credit Guide

This Credit Guide is required to be given to you under the National Consumer Credit Protection Act 2009 (Cth) (NCCP Act) and provides you with important information about the credit contracts we offer. Please read it carefully before applying for credit with IVF Pay. We are required to give you this Credit Guide as soon as practicable after it becomes apparent that we are likely to enter into a credit contract with you.

This guide tells you:

• Who we are and how to contact us
• Our responsible lending obligations
• How to make a complaint if you are not satisfied

Please keep a copy of this Credit Guide for your records.

Responsible Lending

Our Responsible Lending Obligations

Under the NCCP Act, we must not enter into a credit contract with you that is unsuitable for you.

A credit contract will be unsuitable for you if:

• It is likely that you will be unable to comply with the financial obligations under the contract, or could only comply with substantial hardship (for example, by selling your home); or
• The contract does not meet your requirements or objectives.

Credit Assessment

How We Assess Your Application

To assess whether the credit contract you are seeking is not unsuitable for you, we will make reasonable enquiries about:

• your requirements and objectives for the credit contract;
• your financial situation.

This includes:

• Enquiries about your income — including the amount, source and stability
• Enquiries about your living expenses and existing financial commitments
• Calculating your net monthly surplus (income minus expenses) to assess serviceability
• A credit check with a licensed credit reporting body
• Verification of your employment and income
• Assessment of whether the loan meets your stated requirements and objectives

We will also take reasonable steps to verify the information you provide to us. However, it is important that you provide us with all relevant information about your financial situation, including any foreseeable changes that may affect your ability to repay the proposed loan. You should also let us know immediately if your financial circumstances change.

Pre-Approval

We offer a pre-approval assessment that indicates the maximum amount you may be able to borrow before you commit to a specific treatment cycle. A pre-approval is not a guarantee of final approval. Final approval is subject to confirmation of your treatment plan and a full credit assessment.

Important Information

Things you should know

We don't provide legal or financial advice. It is important you understand your legal obligations under the credit contract and the financial consequences. If you have any doubts, you should obtain independent legal and financial advice before you enter into any credit contract.

Your Right to Request a Written Assessment

If your application has been approved, you can request a written copy of our assessment that the credit contract is not unsuitable for you. There is no cost for providing a copy of this assessment.

You may request a copy of this assessment at any time before you enter into the credit contract. If you make such a request, the credit contract must not be entered into until we have provided the assessment to you. You should notify us immediately if the information on the assessment is incorrect or has changed.

You can also request a copy of the written assessment at any time up to seven years after we enter into the credit contract with you. We will provide this to you within 7 business days if you make the request within 2 years of the contract date, or within 21 business days if you request it after that.

Complaints

How to Make a Complaint

We are committed to resolving any concerns or complaints quickly and fairly. If you are not satisfied with our service or a decision we have made, please follow the steps below.

Step 1 — Contact Us Directly

In the first instance, please contact us directly to discuss your concern.

• Email: admin@ivfpay.au
• Phone: 1800 800 470

We will acknowledge your complaint within 1 business day and aim to resolve it within 5 business days.

Step 2 — Internal Escalation

If we are unable to resolve your complaint within 5 business days, we will escalate it to our Complaints Officer for investigation. You may contact our Complaints Officer at the same contact details above.

We will write to you advising you of the outcome of the investigation and the reason/s for our decision, or if required, we will inform you if more time is needed to complete the investigation. We will provide our final response to you within the following timeframes:

• For disputes involving a default notice: within 21 days of receiving your complaint
• For disputes involving a hardship application or a request for postponement of enforcement proceedings: within 21 days of receiving your complaint. Exceptions apply where we do not have sufficient information to make a decision or if an agreement is reached with you.
• For all other disputes: within 30 days of receiving your complaint.

Step 3 — External Dispute Resolution (AFCA)

If we are unable to resolve your complaint to your satisfaction, you have the right to refer your complaint to the Australian Financial Complaints Authority (AFCA) — a free and independent external dispute resolution scheme.