We want every client to feel comfortable booking a coaching program with us. This Return Policy explains the rules that apply if you change your mind, need to pause, or want to end your program early. It applies to all coaching services purchased through Cleaneco and forms part of our Terms of Use.
1. Cooling-off period
You may cancel a newly booked coaching program within seven (7) days of payment for a full refund, provided no session has yet taken place. To request a cooling-off cancellation, please email us at community@cleaneco.world with your booking reference. Refunds are processed within ten business days using the original payment method.
2. Cancellations after sessions have started
If you decide to end your program after one or more sessions have taken place, we will refund the unused portion of your fee on a pro-rata basis, less a small administration charge of A$ 25. We will confirm the refund amount in writing before any payment is processed.
3. Rescheduling sessions
You can reschedule a one-to-one session free of charge with at least 24 hours' notice. Sessions cancelled or rescheduled with less than 24 hours' notice may be treated as delivered. We understand that life happens, and we will always try to be reasonable about unexpected events such as illness or family emergencies.
4. Missed sessions
If you miss a scheduled session without notice, the session is generally considered delivered. We will reach out by email to check that you are well and to offer a chance to rebook at our discretion.
5. Workshops and group programs
Tickets for workshops and group programs may be transferred to another person up to 48 hours before the start time. Refunds for group programs are available up to seven days before the start date. Within seven days, refunds are not available, but we will happily transfer your place to a friend or colleague.
6. Cancellation by us
If we need to cancel a session or program for any reason, we will offer you the option of a full refund of any unused fees or a reschedule at a mutually convenient time. We will do our best to give you as much notice as possible.
7. How to request a refund
To request a refund or to discuss your options, please contact us in one of the following ways:
- By email at community@cleaneco.world, quoting your booking reference if you have one.
- By phone on +61 2 9360 9642 during studio hours (Mon–Fri, 9:00 – 17:30 AEST).
- By post at 400 Crown St, Surry Hills NSW 2010, Australia.
We aim to acknowledge every refund request within two business days and to resolve it within ten business days.
8. Your statutory rights
Nothing in this policy limits any rights you may have under the Australian Consumer Law. If a service you receive from us has a major failure, you are entitled to a remedy at no cost. For minor failures, we will work with you to fix the issue as quickly as we reasonably can.
9. Updates to this policy
We may update this Return Policy from time to time. Updates take effect when posted on this page. The version of the policy that applies to your booking is the version that was in force on the date of your payment.
10. Contact
For any questions about cancellations, refunds or rescheduling, please contact us using the details above and we will be glad to help.