Well Soul Studio Echuca — Refund & Cancellation Policy

Covers chiropractic, massage, floatation tanks, infrared sauna, ice baths, classes & wellness events, gift vouchers, and pre-paid packs.


1) Your rights under the Australian Consumer Law (ACL)

  • Our services come with guarantees that cannot be excluded under the Australian Consumer Law.

  • If there’s a major failure with a service, you’re entitled to cancel and receive a refund for the unused portion, or compensation for reduced value.

  • If the problem is not major, we’ll fix it within a reasonable time; if we don’t, you can cancel and receive a refund for the unused portion.

  • These rights apply automatically and nothing in our policy takes them away.

2) Change-of-mind

  • Because we reserve practitioner time and facilities, we’re unable to offer refunds once a service has been supplied.

  • For future bookings, we’re always happy to reschedule (see section 5) or offer studio credit at our discretion.

  • This does not affect your rights under the ACL.

3) If something goes wrong with our service

  • Major failure: You may cancel and receive a refund for the unused portion or compensation for reduced value.

  • Minor problem: We’ll re-supply or fix the service within a reasonable time. If we can’t, you may cancel and receive a refund for the unused portion.

4) Proof of purchase & how refunds are paid

  • Please provide your booking confirmation, receipt, or bank statement.

  • Where proof cannot be provided, we may offer studio credit at our discretion.

  • Approved refunds are returned to the original payment method (or by EFT if necessary). Processing usually takes 5–10 business days, depending on your bank.

5) Cancellations, rescheduling & late arrivals

Life happens — we understand. To keep things fair for our clients and practitioners:

  • 24+ hours’ notice: free reschedule or refund.

  • 12–24 hours’ notice: up to 50% cancellation fee.

  • Less than 12 hours’ notice: up to 100% cancellation fee if we can’t re-fill your spot.

  • No-show: we may charge up to 100% of the booking value where costs have been incurred.

  • Late arrivals: we’ll always do our best to fit you in, but sessions may need to be shortened to avoid affecting the next client.

6) Packages & memberships (pre-paid sessions)

  • Transferable: You may transfer remaining sessions to another person (free), unless a health or safety screening prevents it.

  • Expiry: Unless stated otherwise, pre-paid packs expire 12 months from purchase.

  • Extensions: We know life throws curveballs — if you’re injured or unwell, you can request an extension in writing before your pass expires. Unfortunately, refunds aren’t available for expired passes.

  • Refunds:

    • ACL issue (major failure): You’ll receive a refund for the pro-rata unused portion or compensation for reduced value.

    • Change-of-mind: Refunds aren’t available, though we may offer studio credit at our discretion.

7) Gift vouchers & promo codes

  • Gift cards/vouchers sold by us have a minimum 3-year expiry, and the expiry date is always displayed clearly.

  • No post-purchase fees apply (except where allowed by law).

  • Vouchers are not redeemable for cash (unless required by law).

  • Promotions and discounts are applied at the time of purchase and can’t be backdated.

8) Events, courses & workshops

  • Client cancellation:

    • 24+ hours’ notice: full refund or credit.

    • Less than 12 hours’ notice: up to 100% cancellation fee may apply if we can’t re-fill your place.

  • Our cancellation or reschedule: full refund or option to transfer to a new date.

9) Health & safety exclusions

Some services (e.g., sauna, ice bath, float) have contraindications. If we determine a service isn’t safe for you before it begins, we’ll happily reschedule or refund. If a session has to stop because information wasn’t disclosed or instructions weren’t followed, normal fees may apply (subject to ACL).

10) Third-party purchases (e.g., deal sites)

If you purchased through a third party, please contact them directly for refunds under their terms. Your ACL rights still apply to the services we provide.

11) Unfair terms & transparency

We don’t use unfair contract terms. From 9 November 2023, unfair contract terms are illegal and attract penalties, and we review our terms regularly to ensure compliance.

12) How to request a refund or change a booking

  • Email: [insert studio email]

  • Phone/SMS: [insert number]

  • Please include your name, booking date/time, and reason for your request.

  • We’ll respond within 2 business days.

Last updated: August  2025