Hardship Help

Last updated: 30 April 2026

1. Billie is here to support you

We understand that life does not always go as planned. If your situation changes and you are facing challenges in meeting your Billie repayments, we are here to help you explore options and find a way forward.

If you think you might have trouble repaying, or you may need support due to financial hardship, contact us at billie+hardship@billie.loans.

2. What is financial hardship?

Financial hardship occurs when a change in your circumstances affects your ability to meet financial obligations, such as making repayments. It can happen to anyone and may arise from unexpected challenges, including:

• relationship breakdown or death in the family;
• financial abuse, family or domestic violence, or difficulty after leaving a violent relationship;
• prolonged psychological or physical illness or injury affecting income;
• involuntary unemployment;
• reduced income due to involuntary reduction of hours, salary decreases or business downturn; or
• an emergency event or natural disaster.

3. How we can help

Because Billie Pay Advances are designed to be repaid within up to 30 days, support options focus on helping you manage your obligations within the existing loan term. We cannot extend the contractual term beyond 62 days from the original Commencement Date.

We will review your hardship request carefully and, depending on your circumstances, may provide tailored assistance where appropriate. Our goal is to work with you in a fair and practical way.

4. Information we may ask for

During our assessment, we may ask for information that helps us decide whether you can meet your obligations and what support options may be available. This may include:

• recent bank statements;
• current financial information, including income, expenses, assets and liabilities;
• a letter from an employer;
• a notice from Centrelink;
• medical documentation, such as certificates or reports;
• a death certificate; or
• other legal documentation relevant to your situation.

We will try not to make this process onerous. We will only ask for information that is relevant to assessing your hardship request.

5. How long the assessment takes

After receiving your financial hardship application, we will assess your situation and provide a written outcome. Our goal is to provide a written response within 21 days of receiving your application.

If we need additional documents or information, the timeframe may be extended to 28 days from the date we request those materials. We will keep you informed throughout the process.

6. If your request is declined

Your request for financial hardship may be declined if:

• you do not provide requested information, and do not give a valid reason for not providing it, within 21 days of our request;
• your financial situation appears to be long-term and there is no anticipated improvement within six months based on your account history; or
• our assessment shows you have sufficient surplus funds to cover repayments and arrears.

If your application is declined, we will provide a written explanation of the reasons for our decision.

7. Complaints and privacy

If you are not satisfied with how we handle your hardship request, you can make a complaint by contacting billie+complaints@billie.loans or by visiting our Complaints page.

We handle information provided in connection with hardship requests in accordance with our Privacy Policy.