Refund Policy


Last updated: 5th October 2022
This Refund Policy ("Policy") applies to the following purchases: Online products, courses and programs.

 

1. Customer satisfaction is our priority

At Canine Balance, customer satisfaction is our priority.

We offer refunds, repairs and replacements in accordance with the Australian Consumer Law and on the terms set out in this Policy.

Any benefits set out in this Policy may apply in addition to consumer's rights under the Australian Consumer Law.

Please read this Policy before making a purchase, so that you understand your rights as well as what you can expect from us in the event that you are not happy with your purchase.

 

2. Australian Consumer Law

(a) Under the Australian Consumer Law:

Our goods and services come with guarantees that cannot be excluded under the Australian Consumer Law. For major failures with the service, you are entitled:

- to cancel your service contract with us; and
- to a refund for the unused portion, or to compensation for its reduced value.

You are also entitled to choose a refund or replacement for major failures with goods. If a failure with the goods or a service does not amount to a major failure, you are entitled to have the failure rectified in a reasonable time. If this is not done you are entitled to a refund for the goods and to cancel the contract for the service and obtain a refund of any unused portion. You are also entitled to be compensated for any other reasonably foreseeable loss or damage from a failure in the goods or service.

(b) We offer refunds, repairs, and replacements in accordance with the Australian Consumer Law.

(c) The Australian Consumer Law provides a set of Consumer Guarantees which protect consumers when they buy products and services.

(d) If the Australian Consumer Law applies, then we cannot avoid the Consumer Guarantees which it provides. If there is an inconsistency between this Policy and the Australian Consumer Law, the Australian Consumer Law will prevail.

(e) Further information about the Australian Consumer Law and these Consumer Guarantees is available from the website of the Australian Competition and Consumer Commission.

(f) If a product or service which you purchased from us has a major failure (as defined in the Australian Consumer Law) then you may be entitled to a replacement or refund. You may also be entitled to compensation for any reasonably foreseeable loss or damage resulting from that major failure.

(g) If a product or service which you purchased from us has a failure which does not amount to a major failure (as defined in the Australian Consumer Law) then you may still be entitled to have the goods repaired or replaced.

 

3. Change of mind

(a) In the event that you receive the products or services which you purchased, as stated, but you simply change your mind, we may, at our discretion, offer you a refund or exchange provided that:

(I) You notify us within 14 days of receipt.
(II) In the case of products, the said product has not been opened.
(III) In the case of products, the said product has not been used.
(IV) In the case of products, you return the said product with its original receipt.

(b) We only provide refunds for changes of mind in relation to some products or services. This is at the discretion of Canine Balance. In particular, we provide refunds for changes of mind in relation to the following products or services:

Online products: videos and short courses provided that they have not been downloaded or started.

 

4. Exceptions

Notwithstanding the other provisions of this Policy, we may refuse to provide a repair, replacement or refund for a product or service you purchased if:

(a) You misused the said product in a way which caused the problem.

(b) You knew or were made aware of the problem(s) with the product or service before you purchased it.

(c) You asked for a service to be done in a certain manner, or you asked for alterations to a product, against our advice, or you were unclear about what you wanted.

(d) Any other exceptions apply under the Australian Consumer Law.

 

5. Monies

(a) The client agrees to pay the amount set out on the website in advance for the program delivery or services requested. The client understands that they are unable to commence the program, or no services will be provided, until all outstanding monies have been received by Canine Balance.

(b) Clients may request a receipt for payments made, at any time. Replacement or additional copies of receipts are available for a small fee.

 

6. Cancellation

(a) Canine Balance reserves the right to cancel or deny such program delivery or service as required.

(b) Any cancellations made by the Client must be in writing via email to [email protected]. The Client will incur the following course and face-to-face program cancellation fees:
Cancellation requests received by Canine Balance 11 business days or more prior to the course/program commencement date may entitle the participant to a refund of their fee less $45 administration fee, or transfer to another course date (subject to availability). This is at the discretion of Canine Balance.
Cancellation requests received by Canine Balance between 6 and 10 business days prior to the course/program commencement date will receive a 50% refund.
Cancellation requests received by Canine Balance of 5 business days or less prior to the program commencement date will not be entitled to any refund of the program fee.

(c) The Client will be charged a cancellation fee for private, individual, or group tutoring and/or coaching if:
The Client fails to notify Canine Balance during business hours, 6 hours or more prior to cancellation, based on the following:
Sessions of 30-60 minutes - cancellation fee of $40 applies;
Sessions of 90-120 minutes - cancellation fee of $80 applies;
Sessions greater than 120 minutes - cancellation fee of $120 applies.

 

7. Satisfaction Guarantee

Canine Balance guarantees client satisfaction within reason. Any client who completes a full course or program but feels they have not received value-for-money, or services to their satisfaction, may be eligible for a full or part refund in accordance with our guarantee.

If you have any complaints about services received, send in details of your complaints in writing to Canine Balance via email: [email protected].

We take satisfaction complaints seriously and will endeavour to respond in a timely manner following receipt of written notice of your complaint.

 

8. Response Times

We aim to process any requests for repairs, replacements or refunds within 30 days of receipt.

 

9. How to return products, programs, or services

(a) Products, programs or services must not be returned prior to receiving a returns notice from Canine Balance.

(b) You may contact us to discuss our returns procedure using the details later in this Policy.

(c) We will pay any refunds in the same form as the original purchase or to the same account or credit card as was used to make the original purchase unless otherwise determined at our sole discretion.

(d) You must provide proof of purchase in order to be eligible for a refund, repair or replacement.

(e) You may be required to present a government-issued identification document in order to be eligible for a refund, repair or replacement.

(f) In the event of a course or face-to-face program cancellation by Canine Balance, participants are entitled to a full refund of the program fee, or transfer to another course date (subject to availability). This is at the discretion of Canine Balance.

(g) It is the responsibility of the Client to attend and complete the program, as arranged. Any client failing to complete a program is ineligible for a refund.

(h) You may request a return of products, programs or services to the following address: [email protected].

(i) Upon receipt of your request for return of product, program or service, you will be given instructions on how to proceed with your return.

 

10. Contact Us

If you have any questions, concerns or complaints about this Refund Policy, please contact us: