1. Overview
This Refund Policy outlines the terms and conditions under which Enerjoints ("we", "us", or "our") processes refund requests for our water balance awareness consultations, educational products, and awareness programs. We are committed to fair and transparent refund practices in compliance with the Australian Consumer Law (ACL) and applicable consumer protection regulations.
Please read this policy carefully before purchasing any of our services or products. By making a purchase, you acknowledge that you have read, understood, and agree to the terms described herein.
2. Australian Consumer Law Rights
Nothing in this Refund Policy limits or excludes your rights under the Australian Consumer Law. Our services come with guarantees that cannot be excluded under the ACL, including guarantees that services are provided with acceptable care and skill, are fit for any specified purpose, and are delivered within a reasonable time.
If our services fail to meet a consumer guarantee, you may be entitled to a remedy including a repair, replacement, or refund. This policy operates in addition to, and not in replacement of, your statutory rights.
3. Consultation Session Refunds
3.1 Cancellation by Client — More Than 48 Hours Notice
If you cancel a scheduled consultation session more than 48 hours before the appointment time, you are entitled to a full refund of the session fee or the option to reschedule at no additional cost. Refunds are processed within 10 business days of the cancellation request.
3.2 Cancellation by Client — Less Than 48 Hours Notice
Cancellations made less than 48 hours before the scheduled session time are eligible for a 50% refund or one free rescheduling within 30 days. This policy applies because late cancellations prevent us from offering the time slot to other clients.
3.3 No-Show Policy
If you fail to attend a scheduled session without prior cancellation notice, the full session fee is forfeited and no refund will be issued. You may request rescheduling within 7 days of the missed appointment, subject to a rescheduling fee equal to 25% of the session cost.
3.4 Cancellation by Enerjoints
If we cancel a session due to consultant unavailability, technical issues on our end, or other circumstances within our control, you will receive a full refund or complimentary rescheduling at your preference. Refunds for provider-initiated cancellations are processed within 5 business days.
3.5 Post-Session Refunds
Once a consultation session has been completed, refunds are generally not available. However, if you believe the service did not meet the description provided at the time of booking or failed to meet consumer guarantees under the ACL, you may submit a refund request within 7 days of the session date. Each request is reviewed individually.
4. Awareness Program Refunds
4.1 Before Program Start Date
If you cancel your enrollment in an awareness program before the official start date, you are entitled to a full refund minus any administrative processing fee of AUD $15. Cancellation must be submitted in writing via email to touch@enerjoints.world.
4.2 After Program Start — Within First Week
If you withdraw from a program within the first 7 days after the start date, you may receive a partial refund calculated as follows: the total program fee minus the cost of any completed consultation sessions and delivered educational materials. The administrative fee of AUD $15 also applies.
4.3 After First Week
Withdrawals after the first 7 days of a program are not eligible for monetary refunds. You retain access to all educational materials already delivered and may complete the program at your own pace until the original end date.
4.4 Program Cancellation by Provider
If we cancel an awareness program before or during its run, all enrolled participants receive a full refund of any fees paid for the cancelled portion, processed within 10 business days.
5. Educational Product Refunds
5.1 Digital Products
Digital educational products (PDF guides, worksheets, reference charts) are non-refundable once downloaded or accessed, as they cannot be returned in their original condition. We encourage you to review product descriptions carefully before purchase.
5.2 Physical Products
If we offer physical educational materials, they may be returned within 14 days of delivery in unused, original condition. Return shipping costs are the responsibility of the customer unless the product was defective or incorrectly shipped.
5.3 Defective Products
If you receive a defective or damaged product, contact us within 7 days of receipt with photographic evidence. We will provide a replacement or full refund at no additional cost to you.
6. Non-Refundable Items and Services
The following are not eligible for refunds under any circumstances except where required by the Australian Consumer Law:
- Completed consultation sessions where the service was delivered as described
- Digital products that have been downloaded or accessed
- Promotional or discounted sessions marked as non-refundable at the time of purchase
- Third-party fees or charges incurred during the booking process
- Gift vouchers or prepaid session credits after 12 months from the date of purchase
7. How to Request a Refund
To request a refund, please follow these steps:
- Send an email to touch@enerjoints.world with the subject line "Refund Request"
- Include your full name, email address used for booking, and date of purchase
- Specify the service or product for which you are requesting a refund
- Provide the reason for your refund request
- Include any supporting documentation such as booking confirmations or receipts
Alternatively, you may call us at +61 3 6234 7488 during business hours (Monday to Friday, 9:00 AM to 5:00 PM ACST) to initiate a refund request.
We aim to acknowledge all refund requests within 2 business days and provide a decision within 10 business days.
8. Refund Processing
Approved refunds are processed using the original payment method whenever possible. Processing times vary depending on your financial institution:
- Credit/Debit Card: 5 to 10 business days after approval
- Bank Transfer: 3 to 5 business days after approval
- Other Payment Methods: Processing time as specified by the payment provider
You will receive email confirmation when your refund has been processed. If you do not receive your refund within the expected timeframe, contact us and we will investigate with the payment provider.
9. Rescheduling as an Alternative
In many cases, rescheduling may be a preferable alternative to a refund. We offer flexible rescheduling options for consultation sessions and program start dates, subject to availability. Contact us to discuss rescheduling before submitting a refund request.
10. Disputes and Complaints
If you are dissatisfied with our refund decision, you may escalate your complaint by contacting us again with additional information or evidence supporting your request. We are committed to resolving disputes fairly and promptly.
If we cannot resolve your complaint directly, you may contact the Office of the Australian Information Commissioner (OAIC) for privacy-related matters, or seek assistance from Consumer and Business Services South Australia for consumer-related disputes.
11. Changes to This Refund Policy
We may update this Refund Policy from time to time. Changes take effect upon posting the updated policy on our website with a revised "Last updated" date. Refund requests are processed according to the policy in effect at the time of your original purchase.
12. Contact Us
For refund enquiries or assistance, please contact us:
- Email: touch@enerjoints.world
- Phone: +61 3 6234 7488
- Address: 44/60 Gouger St, Adelaide SA 5000, Australia
- Business Hours: Monday to Friday, 9:00 AM – 5:00 PM ACST