1. Policy Overview
This Refund Policy applies to all consultation services and educational products purchased directly from Strainingactive through our Website, email, telephone, or in person at our Carlton office.
We aim to handle all cancellation and refund requests fairly and transparently. By booking a consultation, you agree to the terms outlined in this policy in addition to our Terms of Use.
This policy is governed by the laws of Victoria, Australia, and operates alongside your rights under the Australian Consumer Law.
2. Services Covered
This policy covers the following paid services:
- Starter Session (45 minutes) — $45 AUD
- Full Planning Package (3 sessions) — $120 AUD
- Household Workshop (90 minutes) — $85 AUD
- Store Walkthrough add-on — $35 AUD
- Educational products and printed resource packs sold as session add-ons
Free enquiries submitted through our contact form are not subject to this Refund Policy as no payment is involved.
3. Cancellation by Client
3.1 More Than 48 Hours Before Session
If you cancel a booked session more than 48 hours before the scheduled start time, you are eligible for a full refund of the session fee paid, or you may choose to reschedule to a later date at no additional charge.
3.2 Between 24 and 48 Hours Before Session
Cancellations made between 24 and 48 hours before the scheduled session are eligible for a 50% refund of the session fee, or a full credit toward a rescheduled session within 60 days.
3.3 Less Than 24 Hours Before Session
Cancellations made less than 24 hours before the scheduled session are not eligible for a refund. You may reschedule subject to availability and payment of a $15 rescheduling fee.
3.4 How to Cancel
To cancel a booking, contact us by email at touch@strainingactive.world or by phone at +61 3 9347 6633. Cancellations are effective from the time we acknowledge your request in writing. Please include your full name, booking date, and session type in your cancellation request.
4. Rescheduling
You may reschedule a confirmed session at no charge if you provide at least 24 hours notice before the original session time. Rescheduling requests should be made via email or telephone.
Each session may be rescheduled up to two times. Further rescheduling requests may be treated as a cancellation under Section 3. We will make reasonable efforts to accommodate your preferred alternative times but cannot guarantee availability on specific dates.
Rescheduled sessions must take place within 90 days of the original booking date. Sessions not used within this period are considered forfeited and are not eligible for refund.
5. Missed Appointments
If you do not attend a scheduled session and have not provided cancellation notice in accordance with Section 3, the session is considered a "no-show." No-shows are not eligible for refund or rescheduling.
For online sessions, you must join the video call within 15 minutes of the scheduled start time. If you join after this window without prior notice, the consultant may treat the session as a no-show at their discretion.
If you experience technical difficulties preventing you from joining an online session, contact us immediately by phone. We will attempt to resolve the issue or reschedule at no charge if the difficulty was not caused by your equipment or internet connection.
6. Cancellation by Us
We reserve the right to cancel or reschedule a session due to consultant illness, office closure, technical failure, or other circumstances beyond our control. If we cancel your session, you will receive a full refund or the option to reschedule at no additional cost, at your choice.
We will notify you of any cancellation as soon as possible via email or telephone and will process any applicable refund within 10 business days of cancellation.
We may also refuse or cancel services if a client engages in abusive or inappropriate behaviour, in which case refund eligibility will be assessed on a case-by-case basis.
7. Multi-Session Packages
The Full Planning Package includes three sessions to be used within 90 days of purchase. Individual sessions within a package are subject to the cancellation terms in Section 3, applied to the per-session value ($40 per session within the package).
If you wish to cancel an unused package in its entirety before any sessions have been conducted, you are eligible for a full refund if the request is made within 14 days of purchase.
After the first session has been completed, package refunds are calculated as follows: refund amount equals the package price minus $45 for each completed session and minus $15 for each scheduled but cancelled session with less than 24 hours notice.
Unused sessions remaining after the 90-day validity period expire and are not refundable.
8. Digital and Printed Educational Products
Printed resource packs and digital materials provided as session add-ons or standalone purchases are non-refundable once delivered or downloaded, unless the product is defective or materially different from its description.
If you receive a damaged printed product, contact us within 7 days of delivery with photographic evidence. We will replace the product or issue a refund at our discretion.
Digital materials included as part of a paid consultation package are covered by the package refund terms in Section 7, not this section.
9. Refund Process
Approved refunds are processed within 10 business days of approval using the original payment method. Depending on your financial institution, it may take an additional 3 to 10 business days for the refund to appear in your account.
To request a refund, email touch@strainingactive.world with the subject line "Refund Request" and include:
- Your full name and contact details
- Booking confirmation reference or payment date
- Session type and scheduled date
- Reason for the refund request
We will acknowledge your request within 2 business days and provide a decision within 5 business days. If your refund is approved, you will receive confirmation by email with the refund amount and expected processing timeline.
10. Australian Consumer Rights
Our services come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have services rectified if they fail to meet acceptable quality standards and the failure does not amount to a major failure.
Nothing in this Refund Policy is intended to limit or exclude any rights you may have under the Australian Consumer Law or other applicable consumer protection legislation. Where this policy provides greater protection than required by law, this policy applies. Where the law provides greater protection, the law applies.
If you believe a service failure has occurred, please contact us to discuss resolution before pursuing external dispute resolution.
11. Disputes
If you are dissatisfied with our handling of a refund request, please contact us to escalate the matter. We are committed to resolving disputes fairly and promptly.
If we cannot resolve a dispute directly, you may contact Consumer Affairs Victoria or the Australian Competition and Consumer Commission (ACCC) for guidance on your consumer rights.
Any legal proceedings arising from this policy shall be subject to the exclusive jurisdiction of the courts of Victoria, Australia, as set out in our Terms of Use.
12. Contact Us
For cancellation, rescheduling, or refund enquiries, please contact:
Strainingactive
309 Lygon St, Carlton VIC 3053, Australia
Email: touch@strainingactive.world
Phone: +61 3 9347 6633
Business Hours: Monday to Friday, 9:00 AM – 5:30 PM AEST