Financial Hardship Support

Beforepay is here to help

If your circumstances change and you find that you are experiencing difficulty making your repayments, we’re here to work with you to find a solution.

Learn how to request assistance in the event of financial hardship below.

What is considered financial hardship?

You may find you are experiencing financial hardship if there is a change in your circumstances that means you are no longer able to meet your financial commitments, like making your repayments. This can happen to anyone. Some examples of financial hardship include:

Medical illness or injury.
Physical or intellectual disability.
Death in the family.
Family breakdown.
Sudden income loss.
Unexpected expenditure.
Employment status changes.
Domestic violence.
Pandemics or natural disasters.
Financial abuse.

In the event of financial hardship, we are committed to working with you to determine a reasonable and appropriate resolution so we can support in getting you back on track. We do this by assessing your application for financial hardship and, based on the outcome of the assessment, outlining methods of assistance that are available to you (if applicable).

If you believe you are experiencing financial hardship you can request assistance through:

Live Chat: Using the live chat function in the Beforepay app.

‍Email: Sending an email to support@beforepay.com.au.

As part of our assessment of your application for financial hardship, you may be required to provide:

Recent bank statements (last six months).
Employment evidence (pay slip, contract, or letter).
Medical certificates detailing illness/injury and recovery timeframe.
Evidence of medical expenses.
Statutory declarations from professionals.
Statement of financial position.
Jobseeker payment evidence or application.
Termination notice.
Other relevant documents.

How long is your assessment process?

Once we receive your application for financial hardship, we will go through an assessment process before providing you with a written outcome.

We will aim to provide you with an outcome in writing within 21 days of receiving your application for financial hardship. If we have requested additional supporting documents or information, this timeframe will extend to 28 days from the date that we make the request for those documents or information.

If my hardship application is declined, how can I dispute this further?

Beforepay may decline a customer’s request for hardship for any of the following reasons:

Declined due to insufficient information: If the customer has not provided the requested information or provided an acceptable reason as to why they are unable to provide the information within 21 days of the request.
Declined due to long term situation: If the borrower's situation is deemed long term, that is Beforepay does not see an improvement based on the account history and does not expect an improvement within 6 months.
Declined due to ability to pay: If the assessment reveals that the customer has sufficient surplus to pay the repayment installments and arrears which does not support the customer’s claim of inability to meet his or her obligations.

If Beforepay declines your hardship request, we’ll let you know in writing and explain the reasons for the decision.

Even if your request is declined, we’ll pause any enforcement or collections activity for 14 days.

If your hardship request relates to regulated consumer credit provided by BPG Credit Pty Ltd (for example, a Personal Loan Agreement) and you’re unhappy with the decision, you can escalate it to AFCA. Complaints about our Pay Advance product are not eligible for AFCA review. For Pay Advance, we’ll work with you directly to resolve your situation as fairly and transparently as possible.

More questions? Please reach out to our Customer Support team on support@beforepay.com.au.

Other resources

Beforepay may decline a customer’s request for hardship for any of the following reasons:

National Debt Helpline
The National Debt Helpline is a free, independent government service that provides access to guides and financial counselling to help you get your finances back on track.

You can contact the National Debt Helpline via their website ndh.org.au or phone 1800 007 007 (Monday - Friday, 9:30am - 4:30pm).

Moneysmart
Moneysmart provides free tools, tips and guidance for everything from managing your money to reducing your debt in order to support your financial wellbeing.

You can access these resources via the Moneysmart website moneysmart.gov.au .

National Domestic, Family and Sexual Violence Counselling, Information and Support Service

1800RESPECT is funded by the Australian Government through the Department of Social Services to provide support for:

People experiencing, or at risk of experiencing, domestic, family and sexual violence.
Professionals supporting someone experiencing, or at risk of experiencing domestic, family and sexual violence.
People supporting someone experiencing, or at risk of experiencing, domestic, family and sexual violence.

They are a confidential service available 24 hours a day, seven days a week.

You can contact 1800RESPECT via their website 1800respect.org.au or phone 1800 737 732 24/7.

Terms and conditions apply. All applications are subject to credit assessment, eligibility criteria and lending limits. Information provided is factual information only, and is not intended to imply any recommendation about any financial product(s) or constitute tax advice. If you require financial or tax advice you should consult a licensed financial or tax adviser. BPG Credit Pty Ltd, ABN 59 673 570 575, Australian Credit Licence 554659, is the credit provider for Beforepay Personal Loans. Beforepay Pay Advance is offered by Beforepay Finance Pty Ltd, ABN 45 636 670 525. Both entities are subsidiaries of Beforepay Group Limited, ABN 63 633 925 505. Level 9, Suite 1, 77 Castlereagh Street, Sydney NSW 2000. Beforepay Group Limited and its Beforepay goods and services are in no way sponsored, approved or affiliated with Quadpay Inc., Openpay Pty Ltd, Afterpay Pty Ltd, ZipMoney Payments Pty Ltd and their associated entities/affiliated companies. Bank logos and trademarks are the property of their respective owners and are used for identification purposes only. No endorsement or affiliation is implied.