Refund Policy

1. Overview

Strongpurifybone is committed to transparent and fair refund practices. This Refund Policy applies to all paid services including consulting and guidance sessions, personalised non-medical plans, educational products, and structured workplace programs purchased directly through our Website or via formal enrolment agreements.

By enrolling in a paid service, you acknowledge that you have read, understood, and agree to the refund conditions described in this policy. This policy forms part of our Terms of Use and should be read in conjunction with those terms.

Free informational resources available on our Website, including articles, guides, and enquiry submissions, are not subject to this Refund Policy as no payment is involved.

2. General Refund Principles

Refund eligibility depends on the type of service purchased, the timing of the cancellation request relative to the program start date, and the extent to which deliverables have already been provided. The following general principles apply across all service categories:

• Refund requests must be submitted in writing to hello@strongpurifybone.world with the enrolment reference number, organisation name, and reason for the request
• All refund requests are reviewed within five business days of receipt
• Approved refunds are processed to the original payment method within fourteen business days
• Partial refunds may be issued when a portion of the service has already been delivered
• No refunds are issued for services that have been fully delivered according to the agreed program schedule

3. Consulting and Guidance Sessions

3.1 Cancellation Before First Session

If you cancel a consulting engagement before the first scheduled session and no preparatory materials have been customised for your organisation, you are eligible for a full refund of fees paid. Cancellation must be received at least forty-eight hours before the scheduled first session.

3.2 Cancellation After Preparation Begins

If we have commenced preparation work specific to your organisation, including customised assessment materials or stakeholder review documents, a partial refund may be issued. The retained portion covers preparation costs and is calculated as follows:

• Cancellation 48 hours or more before the first session with preparation commenced: seventy-five percent refund
• Cancellation less than 48 hours before the first session: fifty percent refund
• Cancellation after the first session has occurred: no refund for completed sessions; remaining unused sessions may be refunded on a pro-rata basis

3.3 Rescheduling

Consulting sessions may be rescheduled without penalty if requested at least forty-eight hours before the scheduled time. Rescheduling requests made with less notice may incur an administrative fee of fifty Australian Dollars (AUD $50) per occurrence, deducted from any subsequent refund if applicable.

4. Personalised Non-Medical Plans

4.1 Cancellation Before Delivery

If you cancel a personalised plan order before we have commenced drafting your customised roadmap document, you are eligible for a full refund. Cancellation must be submitted within seven days of payment and before any draft materials have been shared.

4.2 Cancellation During Drafting

Once drafting has commenced, the following refund schedule applies:

• Cancellation before the first draft is delivered: sixty percent refund
• Cancellation after the first draft is delivered but before finalisation: thirty percent refund
• Cancellation after the final plan document has been delivered: no refund

4.3 Revision Requests

Each personalised plan includes one round of revisions as specified in the enrolment agreement. Additional revision requests beyond the included round are subject to separate fees and are non-refundable once work on the revision has commenced.

5. Educational Products

5.1 Digital Downloads and Access

Educational products delivered digitally, including guides, presentation kits, video briefings, and reference cards, are eligible for a full refund if:

• The refund request is submitted within fourteen days of purchase
• You have not downloaded, accessed, or distributed the digital materials
• You provide a valid reason demonstrating that the product does not match the description provided at the time of purchase

5.2 Accessed Digital Products

Once digital educational materials have been downloaded or accessed through our delivery platform, refunds are generally not available due to the nature of digital goods. Exceptions may be considered where technical issues prevented proper access to purchased materials and our support team was unable to resolve the issue within five business days.

5.3 Physical Materials

If physical educational materials are provided as part of a product bundle, they may be returned in their original unopened condition within fourteen days of receipt for a full refund. Return shipping costs are the responsibility of the purchaser unless the return is due to our error.

6. Structured Programs and Challenges

6.1 Cancellation Before Program Start

Full refunds are available for program enrolments cancelled at least fourteen days before the official program start date, provided no pre-program materials have been distributed to participants.

6.2 Cancellation Within Fourteen Days of Start

Cancellations received less than fourteen days before the program start date but before the program commences are eligible for a seventy-five percent refund to account for administrative and preparation costs already incurred.

6.3 Cancellation After Program Commencement

Once a program has commenced, refunds are calculated on a pro-rata basis according to the proportion of the program remaining:

• Withdrawal during the first twenty-five percent of the program duration: fifty percent refund of remaining program fees
• Withdrawal during the second twenty-five percent of the program duration: twenty-five percent refund of remaining program fees
• Withdrawal after fifty percent of the program duration has elapsed: no refund

6.4 Program Cancellation by Strongpurifybone

If we cancel a program due to insufficient enrolment, facilitator unavailability, or other operational reasons, enrolled participants will receive a full refund of all fees paid or, at their option, transfer to an alternative program of equal value.

7. Non-Refundable Items and Exclusions

The following charges are non-refundable under all circumstances:

• Administrative fees explicitly identified as non-refundable at the time of enrolment
• Third-party costs incurred on your behalf, such as venue hire or external facilitator fees, once booked
• Services fully delivered according to the agreed scope and schedule
• Customised materials that have been finalised and delivered
• GST and payment processing fees, which are remitted to relevant authorities and processors respectively

8. Australian Consumer Law Rights

Nothing in this Refund Policy limits or excludes your rights under the Australian Consumer Law (ACL) contained in Schedule 2 of the Competition and Consumer Act 2010 (Cth). Under the ACL, you are entitled to consumer guarantees that services will be provided with acceptable care and skill, be fit for any specified purpose, and be delivered within a reasonable time.

If our services fail to meet a consumer guarantee, you may be entitled to a remedy including repair, replacement, or refund. Remedies under the ACL are in addition to the voluntary refund provisions described in this policy. To discuss your rights under the ACL, contact us at hello@strongpurifybone.world.

9. How to Request a Refund

To initiate a refund request, please follow these steps:

• Send an email to hello@strongpurifybone.world with the subject line "Refund Request — [Your Organisation Name]"
• Include your full name, organisation name, enrolment or invoice reference number, date of purchase, and service category
• Provide a clear explanation of the reason for your refund request
• Attach any relevant documentation, such as proof of payment or correspondence regarding the service

Alternatively, you may submit a refund request by post to our registered address: 82 Reserve Rd, Artarmon NSW 2064, Australia. Postal requests should be marked "Attention: Refund Department."

We will acknowledge your request within two business days and provide a decision within five business days. If additional information is required, we will contact you promptly.

10. Refund Processing

Approved refunds are processed as follows:

• Credit Card Payments: Refunded to the original card within five to fourteen business days, depending on your financial institution's processing times
• Bank Transfer Payments: Refunded to the originating bank account within seven to fourteen business days
• Invoice Payments: Refund issued as a credit note or bank transfer as agreed with your accounts department

You will receive email confirmation when the refund has been initiated. If you do not see the refund reflected in your account within the stated timeframe, contact us and we will investigate with the payment processor.

11. Disputes and Escalation

If you disagree with a refund decision, you may request escalation by replying to our decision email with additional supporting information. A senior team member will review the case and provide a final determination within ten business days.

If you remain unsatisfied after our internal review, you may contact the Office of Fair Trading in New South Wales or the Australian Competition and Consumer Commission (ACCC) for guidance on your consumer rights.

12. Changes to This Refund Policy

We may update this Refund Policy to reflect changes in our service offerings, pricing structures, or legal requirements. The effective date at the top of this page indicates when the policy was last revised. Changes apply to new enrolments made after the updated effective date. Enrolments confirmed under a previous version of this policy will be honoured according to the terms in effect at the time of enrolment.

13. Contact Information

For refund enquiries or assistance, please contact:

Strongpurifybone
82 Reserve Rd, Artarmon NSW 2064, Australia
Email: hello@strongpurifybone.world
Phone: +61 2 9439 6322