1. Introduction and Scope
This Refund Policy applies to all paid services and products offered by Spinalshinecharg, including informational consulting sessions, educational materials, and structured workplace audit guidance programmes. By purchasing any paid service from us, you agree to the terms outlined in this policy. This policy should be read in conjunction with our Terms of Use and Privacy Policy. Free website content and general enquiry responses are not subject to this refund policy.
2. Company Information
Spinalshinecharg operates from George St, The Rocks NSW 2000, Australia. For refund enquiries, contact touch@spinalshinecharg.world or call +61 2 9240 8500 during business hours (Monday to Friday, 9:00 AM – 5:00 PM AEST). All refund requests must be submitted in writing via email to ensure proper documentation and tracking.
3. General Refund Principles
We are committed to fair and transparent refund practices that comply with the Australian Consumer Law (ACL) and applicable international consumer protection regulations. Under the ACL, you may be entitled to a refund, repair, or replacement if a service fails to meet consumer guarantees, including that services are provided with acceptable care and skill, are fit for any specified purpose, and are delivered within a reasonable time. This policy provides additional clarity on our internal refund procedures beyond statutory requirements.
4. Eligible Services and Products
Refunds may be requested for the following paid offerings, subject to the conditions in subsequent sections:
- Informational consulting sessions booked through our contact or booking channels.
- Educational product packages related to workplace audit preparation.
- Structured guidance programmes covering audit frameworks and evaluation methodology.
- Digital resource bundles purchased directly through spinalshinecharg.ddd.
Custom consulting engagements may be subject to additional terms specified in individual service agreements. Where a service agreement conflicts with this policy, the service agreement terms shall prevail for that specific engagement.
5. Refund Eligibility Conditions
Refund requests are evaluated based on the following criteria. A full refund may be issued if a paid service has not yet commenced and the request is submitted within fourteen calendar days of payment. A partial refund may be issued if a service has partially commenced but has not been substantially delivered, calculated on a pro-rata basis at our discretion. A refund may be issued if we are unable to deliver the agreed service due to circumstances within our control. A refund may be issued if the service delivered materially differs from the description provided at the time of purchase.
5.1 Non-Refundable Circumstances
Refunds will generally not be issued in the following situations: the service has been fully delivered as described at the time of purchase; the request is submitted more than thirty calendar days after payment without valid extenuating circumstances; the customer has received and accessed all digital materials included in an educational product package; the customer fails to attend a scheduled consulting session without providing at least forty-eight hours notice; the refund request is based on dissatisfaction with general informational content that was accurately described prior to purchase; or the customer has violated our Terms of Use.
6. How to Request a Refund
To initiate a refund request, send an email to touch@spinalshinecharg.world with the subject line "Refund Request" and include the following information: your full name and contact email address; the date and amount of the original payment; a description of the service or product purchased; the reason for your refund request; and any supporting documentation, such as payment receipts or correspondence. We will acknowledge your request within two business days and provide a decision within ten business days of receiving all required information.
7. Refund Processing Timeline
Once a refund is approved, processing times depend on the original payment method. Credit and debit card refunds are typically processed within five to ten business days, though your financial institution may require additional time to reflect the credit in your account. Bank transfer refunds are processed within seven to fourteen business days. Refunds are issued to the original payment method used for the purchase. We cannot process refunds to alternative payment methods or third-party accounts for security and fraud prevention reasons.
8. Partial Refunds and Credits
In cases where a full refund is not applicable, we may offer a partial refund calculated based on the proportion of the service not yet delivered. Alternatively, we may offer a credit toward future services of equal value, valid for twelve months from the date of issuance. Credits are non-transferable and cannot be exchanged for cash unless required by applicable consumer protection law. If you prefer a refund over a credit where both options are available, please indicate this in your request.
9. Cancellation Policy
You may cancel a booked consulting session without penalty if cancellation notice is received at least forty-eight hours before the scheduled session time. Cancellations received with less than forty-eight hours notice may forfeit up to fifty percent of the session fee. No-shows without prior notice are not eligible for refund or rescheduling. We reserve the right to cancel or reschedule sessions due to unforeseen circumstances and will offer a full refund or alternative scheduling at your preference.
10. Digital Products
Digital educational products, including downloadable guides, templates, and resource bundles, may be refunded within seven calendar days of purchase provided that you have not downloaded or accessed the materials. Once digital materials have been accessed or downloaded, they are considered delivered and are not eligible for refund unless the materials are materially defective or differ significantly from their description. If you experience technical issues preventing access to purchased digital products, contact us immediately and we will work to resolve the issue or provide a refund if resolution is not possible.
11. Consumer Rights
Nothing in this Refund Policy limits or excludes your rights under the Australian Consumer Law or other applicable consumer protection legislation. If a service fails to meet a consumer guarantee, you may be entitled to remedies including refund, repair, or compensation that cannot be excluded by contract. Our goods and services come with guarantees that cannot be excluded under the ACL. 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.
12. Disputes and Escalation
If you are dissatisfied with our refund decision, you may request escalation by replying to our decision email with additional information or documentation supporting your case. Escalated requests are reviewed by a senior team member within five business days. If the dispute remains unresolved, you may contact the NSW Fair Trading office or the Australian Competition and Consumer Commission (ACCC) for guidance on your consumer rights. We are committed to resolving disputes amicably and in good faith.
13. Chargebacks
We encourage you to contact us directly to resolve any payment concerns before initiating a chargeback with your financial institution. Chargebacks initiated without first attempting to resolve the issue with us may result in suspension of access to purchased services and may be contested with supporting documentation of service delivery. We will cooperate fully with legitimate chargeback investigations and provide relevant transaction and service delivery records as required.
14. Changes to This Policy
We may update this Refund Policy from time to time to reflect changes in our services, business practices, or legal requirements. The date at the top of this page indicates when the policy was last revised. Changes apply to purchases made after the updated date. Purchases made before a policy update are governed by the policy in effect at the time of purchase, unless the change provides additional consumer protections, in which case the updated policy applies.
15. Contact Information
For refund requests or questions about this policy, contact:
Spinalshinecharg
George St, The Rocks NSW 2000, Australia
Email: touch@spinalshinecharg.world
Phone: +61 2 9240 8500
Website: spinalshinecharg.world