Cancellation and refunds

(excerpt from the Client Agreement)

 

12. Cancellation and refunds

a. One-on-one sessions

  • If you cancel a one-on-one session with more than 72-hours’ notice (expressed in writing via email, Messenger or SMS), you may ask for a full refund or rebook for another time. Please note that a session may only be rescheduled once within the following 30 days, and does not qualify for any future cancellation or refund.
  • If you cancel a one-on-one session with more than 24-hours’ notice (expressed in writing via email, Messenger or SMS), you are not eligible for a refund but may rebook for another time. Please note that a session may only be rescheduled once within the following 30 days, and does not qualify for any future cancellation or refund.
  • If you cancel a one-on-one session with less than 24-hours’ notice (expressed in writing via email, Messenger or SMS), you are not eligible for a refund or rebooking but may transfer your time to another person to attend in your place. Any financial compensation for such a transfer is strictly the responsibility of you and the other person.
  • If you have purchased a value package of one-on-one sessions (where each session is priced below the per-session purchase price) and decide to cancel your purchase, the sessions you have used will be charged at full value and your refund equal to the balance remaining less 5% for administrative costs.
  • Refunds will be made via EFT, so please include your bank account details in your request for refund communication. Please allow 7-days for this to be processed.

b. Group programs

    • If you cancel a group program with more than 72-hours’ notice of the first session (expressed in writing via email, Messenger or SMS), you may request a full refund.
    • There are no other refund options if you choose to withdraw from a group program after it has started.
    • Refunds will be made via EFT, so please include your bank account details in your request for refund communication. Please allow 7-days for this to be processed.

    c. Membership programs

    • If you cancel a membership program with more than 72-hours’ notice of the first session (expressed in writing via email, Messenger or SMS), you may request a full refund.
    • You may cancel your participation in a membership program at any time by giving notice (expressed in writing via email, Messenger or SMS) and cancelling your monthly payments.
    • If you have purchased a value package for the membership program (where each month is priced below the per-month purchase price) and decide to cancel your membership, the sessions you have used will be charged at full value and your refund equal to the balance remaining less 5% for administrative costs.
    • Refunds will be made via EFT, so please include your bank account details in your request for refund communication. Please allow 7-days for this to be processed.

    d. Physical products and DIY courses/programs

    • Refunds are only available on physical products and DIY courses/programs if they are faulty or misleading. There are no refunds, exchanges or credit for change of mind so please choose carefully.
    • For example, you would be entitled to a refund if:
      –   You receive a product which does not match the physical description or image on the listing.
      –   You download a DIY course which does not include the content listed in the description.
    • If you have purchased a physical product or DIY course/program you believe is misleading or faulty, you must notify me (expressed in writing via email, Messenger or SMS) within
      48-hours of taking delivery of your purchase to qualify for a refund.
    • Please note that the refund amount will not exceed the actual price you have paid for the purchase of the physical product or DIY course/program.
    • Refunds will be made via EFT, so please include your bank account details in your request for refund communication. Please allow 7-days for this to be processed.

    e. Incorrect recommendation

    • If you have purchased a service/product based on my specific recommendation, in answer to accurate information supplied by you, which is then found to be not compatible with your needs, you must notify me (expressed in writing via email, Messenger or SMS) within
      48-hours of taking delivery of your purchase to qualify for a refund.
    • Refunds will be made via EFT, so please include your bank account details in your request for refund communication. Please allow 7-days for this to be processed.

    You can view the full Client Agreement here.