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Return & Refund Policy

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1. What this policy covers

This policy explains how rescheduling, cancellations and refunds work for the consultation plans listed on our plans page. Because we don't sell physical goods, there's nothing to ship back. The policy below focuses on session-based services instead.

2. Plain-language summary

• You have a seven-day cooling-off window after booking, before your first session.
• Rescheduling is free with at least forty-eight hours' notice.
• Cancelling a multi-session plan in progress results in a pro-rated refund.
• We always reach out first if the studio needs to reschedule, with a full credit or refund available.

3. Cooling-off period

If you change your mind within seven calendar days of confirming a booking — and before your first session has taken place — you can request a full refund. Simply write to us using the details on the contact page.

4. Rescheduling a session

Life moves. You may reschedule any session free of charge, provided we receive notice at least forty-eight hours before the agreed time. Within forty-eight hours, we'll do our best to accommodate a swap; depending on the guide's availability the rescheduled session may need to be slotted later in the month.

5. Cancelling a plan

If you decide to step away from a plan after the cooling-off period:

• Sessions you've already had are non-refundable.
• Sessions you haven't yet used will be refunded at the per-session value listed on the plans page, less a small administrative deduction.
• Any included follow-up documents that have already been issued remain yours to keep.

6. Unused sessions in multi-session plans

Multi-session plans are intended to be used within ninety days of the first session. If life makes that difficult, please get in touch — extensions are usually possible.

7. Late arrival & no-shows

Sessions begin at the agreed time. If you arrive late, we'll use the time that remains rather than running over and disrupting other clients. If you don't attend without notice, the session will be marked as used. We understand things happen — please simply let us know as soon as you can.

8. Studio cancellations

On the rare occasions when the studio has to reschedule (illness, infrastructure issues or similar), we'll write to you at the earliest opportunity. You can choose between rescheduling at no cost or receiving a full refund for the affected session.

9. Refund process and timing

Approved refunds are returned to the original payment method. Most refunds appear within five to ten business days, depending on your bank or card provider. We'll confirm by email once the refund has been issued from our side.

10. Exceptional circumstances

If serious personal circumstances make a plan unworkable, please write to us. We aim to be fair and human about these requests, and we'll try to find a sensible outcome together.

11. Australian Consumer Law

This policy operates alongside your rights under the Australian Consumer Law. Nothing in it excludes any consumer guarantee that cannot be lawfully limited.

12. How to make a request

To request a reschedule, cancellation or refund, please use the contact page or ring reception on +61 7 3108 5541 during open hours. Include your name, the plan you're booked into and the dates involved so we can act quickly.