Refund Policy
1. General Refund Policy
At Comfortable Coping, we are committed to providing high-quality child life therapy services to help support children and their families. If you are not satisfied with the services provided or need to cancel a session, we have outlined the conditions under which a refund may be issued.
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2. Refunds for Cancellations
· 48-Hour Notice: If you cancel or reschedule a session at least 48 hours in advance, you will not incur any fees, and a full refund will be issued if payment was made in advance.
· Less Than 48-Hour Notice: If you cancel or reschedule a session with less than 48 hours' notice, a cancellation fee equal to the session fee will be charged.
· No-Show: If you fail to attend a scheduled session without any notice or explanation, no refund will be issued.
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3. Refunds for Prepaid Packages or Bundled Sessions
· If you purchase a package or bundle of sessions (e.g., 5 or 10 sessions in advance), and you decide to cancel, a pro-rata refund will be issued based on the number of unused sessions, minus any applicable cancellation fees.
· If any sessions have been used, they will be deducted from the total price of the package, and a refund will be provided for the remaining unused sessions.
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4. Exceptional Circumstances
We understand that life can be unpredictable, especially when it comes to children and healthcare needs. If you need to cancel or reschedule due to exceptional circumstances (e.g., medical emergency or family emergency), please contact us as soon as possible, and we will work with you to find an agreeable solution.
Refunds for sessions canceled under exceptional circumstances will be considered on a case-by-case basis, and we may waive cancellation fees if we believe the situation justifies it.
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5. Unsatisfactory Services
If you are dissatisfied with the services provided during a session, please let us know within 48 hours of the session, and we will arrange a follow-up consultation at no additional cost to address your concerns. If we are unable to resolve the issue to your satisfaction, we may consider offering a partial or full refund, depending on the circumstances.
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6. Refund Process
Refunds will typically be processed within 7-14 business days following the cancellation or resolution of the matter. Refunds will be issued via the same payment method used for the original transaction.
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7. Consumer Rights Under Australian Law
Under the Australian Consumer Law (ACL), consumers are entitled to a refund, replacement, or repair if the service provided is not of acceptable quality, does not match the description provided, or is not fit for the purpose it was intended.
· If you believe the service provided does not meet the standard you reasonably expected, you may be entitled to a full refund, or we may offer a remedy in line with ACL guidelines.
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8. Changes to the Refund Policy
Comfortable Coping reserves the right to modify this refund policy at any time. Any changes will be communicated to you in writing (via email or notice on our website) and will become effective immediately unless otherwise stated.
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9. Contact Us
If you have any questions or concerns about our refund policy, or if you wish to request a refund, please contact us at: