1. Policy Overview
This Refund Policy outlines the conditions under which Antiageglow ("we," "us," or "our") provides refunds for consulting services, educational programs, and related products purchased through our organisation. We are committed to fair and transparent refund practices that balance client satisfaction with the operational realities of delivering customised consulting and educational services.
This policy applies to all paid engagements entered into with Antiageglow unless otherwise specified in a written service agreement. In cases where a signed contract contains refund provisions that differ from this policy, the contract terms take precedence for that specific engagement.
We encourage clients to review program descriptions, proposals, and engagement terms carefully before confirming any purchase. Our discovery conversations are designed to help you make informed decisions about whether our educational consulting services align with your organisational needs.
2. Scope and Applicability
This Refund Policy covers the following categories of paid services and products:
- Workplace culture consulting engagements and advisory services
- Educational workshop delivery and facilitation fees
- Custom program design and resource development
- Digital resource portal subscriptions and access fees
- Printed materials, workbooks, and educational product orders
- Train-the-trainer packages and facilitator certification programs
- Team challenge packages and engagement activity modules
Complimentary services, including initial discovery conversations and informational consultations, are not subject to this refund policy as no payment is involved.
Free content available on our website is provided without charge and is not eligible for refunds.
3. Refund Eligibility
Refunds may be granted under the following circumstances, subject to the conditions and timelines described in subsequent sections:
3.1 Pre-Delivery Cancellation
If you cancel an engagement before any deliverables have been produced or services commenced, you may be eligible for a full refund of fees paid, minus any non-refundable deposits specified in your engagement agreement. Cancellation must be submitted in writing to hello@antiageglow.world.
3.2 Service Not Delivered
If we are unable to deliver agreed services due to circumstances within our control, you are entitled to a full refund of fees paid for the undelivered portion of the engagement. This includes situations where scheduled workshops are cancelled by us without rescheduling options acceptable to the client.
3.3 Material Breach of Agreement
If we materially fail to deliver services as described in a signed proposal or statement of work, and are unable to remedy the breach within a reasonable timeframe after written notification, you may request a partial or full refund proportional to the undelivered or deficient services.
3.4 Duplicate or Erroneous Charges
If you are charged in error or billed duplicate amounts, we will issue a full refund of the erroneous charge upon verification, typically within five business days of confirming the error.
3.5 Cooling-Off Period
For digital products and resource subscriptions purchased online without prior consultation, a 7-day cooling-off period applies from the date of purchase during which you may request a full refund, provided you have not accessed more than 20% of the digital content.
4. Non-Refundable Items
The following items and circumstances are generally not eligible for refunds:
- Services that have already been fully delivered, including completed workshops, facilitated sessions, and distributed materials
- Custom-developed content, resource guides, or program materials created specifically for your organisation, once development has commenced
- Non-refundable deposits as explicitly stated in your engagement agreement or proposal
- Third-party costs incurred on your behalf, including venue hire, travel expenses, printing, or licensing fees
- Administrative fees associated with program setup, account creation, or onboarding processes
- Services cancelled with less than the required notice period specified in your engagement agreement
- Dissatisfaction with program outcomes where services were delivered as described in the agreed scope — our programs are educational and we do not guarantee specific results
- Failure to attend scheduled sessions without prior rescheduling request made at least 48 hours in advance
We assess each refund request individually and may exercise discretion in exceptional circumstances not covered by the standard categories above.
5. Cancellation by Client
Clients may cancel engagements subject to the following notice periods and associated refund entitlements:
5.1 Standard Consulting Engagements
- More than 30 days before start date: Full refund minus any non-refundable deposit (typically 15% of total engagement value)
- 15 to 30 days before start date: 75% refund of fees paid
- 7 to 14 days before start date: 50% refund of fees paid
- Less than 7 days before start date: No refund unless exceptional circumstances are demonstrated and accepted at our discretion
5.2 Workshop and Session Bookings
- More than 14 days before scheduled date: Full refund or free rescheduling
- 7 to 14 days before scheduled date: 50% refund or rescheduling with 10% administrative fee
- Less than 7 days before scheduled date: No refund; rescheduling available with 25% rebooking fee
All cancellation requests must be submitted in writing via email to hello@antiageglow.world and include your organisation name, engagement reference number (if applicable), and reason for cancellation.
6. Cancellation by Antiageglow
We reserve the right to cancel or reschedule services under the following circumstances:
- Insufficient enrolment for scheduled group workshops (minimum 48 hours notice provided)
- Facilitator illness or emergency preventing session delivery
- Force majeure events including natural disasters, pandemics, government restrictions, or other circumstances beyond reasonable control
- Client failure to meet agreed pre-engagement requirements after reasonable notice and opportunity to remedy
If we cancel a service, you will be offered the choice of a full refund for the cancelled portion or rescheduling to a mutually agreeable date at no additional cost. We are not liable for any indirect costs incurred as a result of cancellation, including travel arrangements or internal scheduling changes on your part.
7. Refund Request Process
To request a refund, please follow these steps:
- Send a written refund request to hello@antiageglow.world with the subject line "Refund Request — [Your Organisation Name]"
- Include your full name, organisation name, engagement reference or invoice number, date of purchase, and amount paid
- Provide a clear explanation of the reason for your refund request
- Attach any supporting documentation such as invoices, correspondence, or engagement agreements
- Specify your preferred refund method (original payment method where possible)
We will acknowledge receipt of your request within three business days and provide an initial assessment of eligibility. Complex requests may require additional review time, and we will keep you informed of the progress.
Approved refunds are processed using the original payment method where technically possible. For bank transfers, we may require your account details to facilitate the return of funds.
8. Processing Timelines
Once a refund is approved, processing times depend on the original payment method:
- Credit or debit card: 5 to 10 business days for the refund to appear on your statement, depending on your financial institution
- Bank transfer: 3 to 5 business days after approval
- Invoice payment (B2B): Credit note issued within 5 business days; refund transfer within 10 business days
If you have not received your refund within the expected timeframe, please contact us before disputing the charge with your payment provider. We are committed to resolving processing delays promptly.
9. Partial Refunds
In situations where an engagement is partially completed before cancellation, partial refunds are calculated based on the proportion of undelivered services relative to the total agreed scope. The calculation considers:
- Number of sessions or modules delivered versus those remaining in the program schedule
- Custom materials already developed and delivered to the client
- Non-recoverable costs already incurred on the client's behalf
- Administrative and setup fees as specified in the engagement agreement
Partial refund amounts are communicated in writing with a detailed breakdown before processing. Clients may request clarification on the calculation methodology within 14 days of receiving the breakdown.
10. Disputes and Escalation
If you disagree with our decision on a refund request, you may escalate the matter by requesting a review from a senior member of our consulting team. Escalation requests should be submitted within 14 days of receiving our initial decision and include any additional information or context relevant to the dispute.
We aim to resolve escalated disputes within 15 business days. If a mutually satisfactory resolution cannot be reached, either party may pursue mediation as outlined in our Terms of Use before initiating formal legal proceedings.
Throughout the dispute process, we maintain professional communication and seek fair outcomes based on the terms of the engagement agreement and the principles described in this policy.
11. Australian Consumer Law
Nothing in this Refund Policy excludes, restricts, or modifies any rights you may have under the Australian Consumer Law (Schedule 2 of the Competition and Consumer Act 2010) or other applicable consumer protection legislation that cannot be excluded, restricted, or modified by agreement.
Our services come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have services rectified if they fail to meet acceptable quality standards and the failure does not amount to a major failure.
If you believe a consumer guarantee has been breached, please contact us with details of the issue. We will work with you to determine an appropriate remedy in accordance with your statutory rights.
12. Contact Information
For refund requests, questions about this policy, or billing enquiries, please contact:
Billing Department — Antiageglow
236 Bourke St, Melbourne VIC 3000, Australia
Phone: +61 3 9650 3011
Email: hello@antiageglow.world
Our billing team is available Monday to Friday, 9:00 AM to 5:30 PM AEST, excluding Australian public holidays.