Return & Refund Policy

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1. Overview

At Strongvibrant, we are committed to providing high-quality walking habit coaching services. We understand that circumstances can change, and we aim to have a fair and transparent approach to refunds and cancellations.

Because our services are delivered digitally and in person as coaching sessions and program access, our refund policy reflects the nature of these service-based offerings. Please read this policy carefully before purchasing a program.

2. Our Coaching Programs

We currently offer three coaching programs:

  • Starter Steps – a 4-week program with a one-time payment of $97 AUD.
  • Habit Momentum – an 8-week program billed at $197 AUD per month.
  • Peak Performer – a 12-week program billed at $347 AUD per month.

3. Cooling-Off Period

Under Australian Consumer Law and in accordance with our commitment to fair practice, we offer a 7-day cooling-off period from the date of purchase for all programs.

If you request a full refund within 7 days of your purchase date and have not yet attended any coaching sessions or accessed more than one resource from the program library, you are entitled to a full refund of all amounts paid.

To request a refund under the cooling-off period, please contact us via our Contact page within 7 days of your purchase with your name, program name, purchase date, and reason for the request.

4. Refunds After the Cooling-Off Period

4.1 One-Time Payment Programs (Starter Steps)

After the 7-day cooling-off period has passed, refunds for the Starter Steps program will only be considered in the following circumstances:

  • The program was not delivered as described at the time of purchase.
  • You experienced a significant personal or medical event that prevented you from participating, supported by reasonable documentation.
  • A technical failure on our part resulted in you being unable to access program materials.

Partial refunds may be issued at our discretion based on the proportion of the program not yet delivered at the time of the cancellation request.

4.2 Monthly Subscription Programs (Habit Momentum & Peak Performer)

For monthly subscription programs, you may cancel your subscription at any time by contacting us at least 7 days before your next billing date. Your access will continue until the end of the paid billing period.

We do not offer refunds for partial months unless:

  • The cancellation is requested within the 7-day cooling-off period of the initial purchase.
  • There was a billing error on our part.
  • We are unable to deliver the service due to circumstances on our end.

5. How to Request a Cancellation or Refund

To cancel your program subscription or request a refund, please follow these steps:

  1. Contact us via our Contact page or by calling +61 3 9500 2229.
  2. Provide your full name, the program name, your purchase date, and a brief explanation of your reason for cancellation or refund request.
  3. Our team will review your request and respond within 3 business days.
  4. If your refund is approved, it will be processed to your original payment method within 5–10 business days.

6. Rescheduling Coaching Sessions

If you need to reschedule a coaching session, please notify us at least 24 hours in advance. Sessions cancelled with less than 24 hours’ notice may not be rescheduled without charge, except in cases of genuine emergency.

We allow up to two session reschedules per program period at no additional cost. Additional reschedules may be subject to an administration fee.

7. Program Pauses

Life can be unpredictable. If you need to pause your program due to illness, travel, or other significant personal circumstances, please contact us as soon as possible. We will do our best to accommodate a pause of up to 4 weeks per program period.

Program pauses must be requested before the relevant program dates, not retrospectively. Pause requests are approved at our discretion and are subject to coach availability.

8. Consumer Guarantees

Nothing in this Return & Refund Policy limits or excludes any rights you have under the Australian Consumer Law, including statutory guarantees applicable to services. If a service we provide fails to meet a consumer guarantee, you may be entitled to a remedy under the Australian Consumer Law regardless of our policy above.

9. Disputes

If you are dissatisfied with our response to a refund request, you may escalate your complaint to:

  • Consumer Affairs Victoria: www.consumer.vic.gov.au
  • Australian Competition and Consumer Commission (ACCC): www.accc.gov.au

10. Contact Us

For all refund and cancellation enquiries:

  • Address: 70 Station St, Malvern VIC 3144, Australia
  • Phone: +61 3 9500 2229
  • Contact form: Contact page

We aim to resolve all refund and cancellation requests fairly, promptly, and in line with our commitment to providing a positive client experience.