REFUND AND CANCELLATION POLICY
Free Rein Australia Pty. Ltd.
Effective date: 3 September 2026
Free Rein Australia Pty. Lrd. provides individual services, practitioner training, workshops and digital educational products.
This policy explains when cancellations, refunds or other remedies may be available.
Nothing in this policy excludes or limits any rights you have under the Australian Consumer Law or any other rights that cannot lawfully be excluded.
1. Change of Mind
Free Rein Australia Pty. Lrd is not required to provide a refund simply because you:
- change your mind;
- decide that you no longer want or need a product or service;
- change your personal circumstances; or
- purchase a product or service and later decide not to use it.
Any additional change-of-mind refund or cancellation rights offered by Free Rein Australia Pty. Lrd are described below.
2. Digital Products and Downloads
Because digital products are supplied electronically and access is generally provided immediately after purchase, we do not offer change-of-mind refunds once the digital product has been supplied, accessed or downloaded.
This includes downloadable publications, protocols, workbooks, educational resources and similar digital materials.
If you experience a genuine technical problem that prevents you from accessing a purchased product, please contact us so that we can assist.
This does not affect your rights under the Australian Consumer Law where a digital product is faulty, materially different from its description or otherwise fails to meet an applicable consumer guarantee.
3. Individual Appointments
If you need to cancel or reschedule an individual appointment, please provide at least 48 hours’ notice.
Where at least 48 hours’ notice is provided, amounts paid may be transferred to a rescheduled appointment or refunded, as agreed.
Cancellations made less than 48 hours before the appointment, and appointments that are not attended, are ordinarily non-refundable because the appointment time has been reserved specifically for you.
We may, at our discretion, waive or vary a cancellation charge where there are exceptional circumstances.
If Free Rein Australia Pty. Lrd needs to cancel an appointment, you may choose to reschedule or receive a refund of any amount paid for that appointment.
4. Training Programs and Workshops
Training programs and workshops involve advance preparation, limited participant numbers and commitments that may be made on the basis of confirmed registrations.
Any program-specific deposit, cancellation, withdrawal or refund conditions will therefore be clearly provided as part of the relevant registration, application, enrolment or training agreement before you commit to participate.
Those program-specific conditions form part of your agreement with Free Rein Australia Pty. Ltd..
Once a practitioner training program has commenced, change-of-mind refunds are not ordinarily provided for training already delivered or for amounts that the participant has agreed are non-refundable under the applicable training agreement.
If Free Rein Australia Pty. Ltd. cancels a training module, workshop or program and does not provide a reasonable alternative, amounts paid for the cancelled component will be refunded.
Unless required by law, Free Rein Australia Pty. Ltd. is not responsible for external costs incurred by participants, such as travel, accommodation or other third-party expenses.
5. Leaving a Program After It Has Commenced
A decision not to continue participating does not automatically create an entitlement to a refund.
Any financial obligations associated with withdrawal from a practitioner training program will be determined according to the training agreement accepted at enrolment and applicable Australian law.
Nothing in this section removes rights available where the service itself fails to comply with an applicable consumer guarantee.
6. Outcomes and Expectations
Individual services, training and educational products involve human learning, development and individual responses. Particular outcomes cannot be guaranteed.
A refund is not ordinarily available solely because a person’s experience or outcome differs from what they hoped or expected, provided the product or service has been supplied as described and in accordance with applicable consumer guarantees.
7. Problems With a Product or Service
If you believe a product or service supplied by Free Rein Australia Pty. Ltd. has a problem, please contact us and explain:
- what you purchased;
- the date of purchase;
- the nature of the problem; and
- the remedy you are seeking.
We will assess the matter in accordance with the Australian Consumer Law and other applicable legislation.
Depending on the circumstances, legal remedies may include correction of a problem, replacement, cancellation, refund or another remedy.
8. Refund Processing
Where a refund is approved, it will normally be returned using the original payment method where practicable.
Processing times may vary depending on the payment provider or financial institution.
9. Australian Consumer Law
Consumer guarantees apply automatically to eligible goods and services purchased in Australia and cannot be removed by a business’s refund policy or terms and conditions.
Nothing in this Refund and Cancellation Policy is intended to exclude, restrict or modify those rights.
Contact
For cancellations, refund requests or questions about this policy, contact:
Free Rein Australia Pty. Ltd.
ABN: 79615754026
Email: info@freereinaustralia.com
Phone: [PHONE]
Postal address: [POSTAL ADDRESS]