This Refund Policy outlines the terms and conditions under which Dynambractive ("we," "us," or "our") processes refund requests for coaching programs, consulting engagements, educational products, and related services purchased through our website at dynambractive.world or directly via our team.
1. Business Information
- Business name: Dynambractive
- Address: 250 Parramatta Rd, Auburn NSW 2144, Australia
- Phone: +61 2 9648 0800
- Email: hello@dynambractive.world
- Website: https://dynambractive.world
2. General Principles
We are committed to fair and transparent refund practices. Because our services consist of general workplace team coaching, organisational education, and business consulting — not medical or clinical services — refund eligibility depends on the type of service purchased, the stage of delivery, and the circumstances of the cancellation request.
All refund requests are assessed individually. This policy does not affect your statutory rights under the Australian Consumer Law, including rights relating to services that are not delivered with acceptable quality or do not match their description.
3. Coaching Programs and Workshops
3.1 Cancellation Before Program Start
If you cancel a coaching program or workshop series before the first scheduled session:
- More than 14 days before start date: Full refund minus a 10% administrative fee to cover booking and preparation costs
- 7 to 14 days before start date: 75% refund of the total program fee
- Less than 7 days before start date: 50% refund of the total program fee, reflecting preparatory work already completed
Cancellation must be submitted in writing to hello@dynambractive.world with your organisation name, program reference, and reason for cancellation.
3.2 Cancellation After Program Start
Once a coaching program or workshop series has commenced:
- No refund is available for sessions already delivered
- Remaining undelivered sessions may be eligible for a partial refund calculated on a pro-rata basis, minus a 15% administrative fee
- Alternatively, undelivered sessions may be rescheduled or transferred to a future program date at no additional cost, subject to availability
3.3 Facilitator Cancellation
If we cancel a session or program due to facilitator unavailability, illness, or unforeseen circumstances:
- We will offer rescheduling at the earliest mutually convenient date at no additional cost
- If rescheduling is not acceptable, a full refund will be provided for the affected session(s)
- For program-wide cancellations, a full refund of all fees paid will be issued within 14 business days
4. Consulting and Personalised Plans
Custom consulting engagements and personalised balance plans involve preparatory research and document creation specific to your organisation:
- Before deliverable completion: If cancelled before the guidance document or plan is delivered, a 60% refund is available if cancellation occurs within 5 business days of purchase. After 5 business days, no refund is available as significant preparatory work will have commenced.
- After deliverable completion: No refund is available once the consulting deliverable has been provided to your organisation, as the intellectual work product has been completed and delivered.
- Dissatisfaction with deliverable: If you believe a delivered consulting plan does not match the agreed scope, contact us within 10 business days of delivery. We will review the concern and may offer revisions at no additional cost. Refunds are not available for deliverables that match the agreed scope but do not produce specific organisational outcomes.
5. Educational Products
5.1 Digital Products
Digital educational products including workbooks, video modules, and activity kits:
- Not yet accessed: Full refund available within 14 days of purchase if the digital content has not been downloaded or accessed
- Accessed or downloaded: No refund available once digital content has been accessed, downloaded, or shared with your team, as the product has been delivered
- Technical issues: If you experience technical difficulties accessing purchased digital content, contact us within 7 days. We will resolve access issues or provide a full refund if the product cannot be delivered
5.2 Physical Products
Print educational materials shipped to your organisation:
- Unopened, undamaged: Full refund within 30 days of delivery if items are returned in original condition. Return shipping costs are the responsibility of the purchaser unless the product was defective or incorrectly shipped
- Damaged on arrival: Contact us within 7 days with photographic evidence. We will replace the product or issue a full refund
- Incorrect product: Full refund or replacement if we shipped the wrong product. Return shipping will be covered by us
6. Programs and Challenges
Time-bound team challenges and structured program activities:
- Before challenge start: Full refund minus 10% administrative fee if cancelled more than 7 days before the challenge start date
- After challenge start: No refund available once the challenge has commenced, as materials and facilitator resources have been allocated
- Team withdrawal mid-challenge: No partial refund for individual team withdrawal. The purchasing organisation may transfer participation to a substitute team member at no cost
7. Australian Consumer Law Rights
Nothing in this Refund Policy limits or excludes your rights under the Australian Consumer Law (Schedule 2 of the Competition and Consumer Act 2010). Our services come with guarantees that cannot be excluded, including that services will be rendered with due care and skill and will be reasonably fit for the disclosed purpose.
If our services fail to meet a consumer guarantee, you may be entitled to:
- A refund for services not delivered with due care and skill
- Compensation for damages reasonably foreseeable from the failure
- Cancellation of a service contract for a major failure, with a full refund
To make a consumer guarantee claim, contact us at hello@dynambractive.world with details of the issue. We will respond within 10 business days.
8. How to Request a Refund
To submit a refund request:
- Email hello@dynambractive.world with the subject line "Refund Request"
- Include your organisation name, contact person, purchase date, program or product name, and reason for the refund request
- Attach any relevant documentation such as order confirmations or correspondence
- Alternatively, call +61 2 9648 0800 during Australian business hours
We acknowledge all refund requests within 3 business days and aim to process approved refunds within 14 business days of approval.
9. Refund Processing
Approved refunds are processed using the original payment method:
- Credit/debit card: Refunds appear on your statement within 5–10 business days depending on your financial institution
- Bank transfer: Refunds are processed within 7 business days to the originating account
- Invoice payments: Credit notes are issued for organisational accounts, applicable to future purchases or processed as a bank refund upon request
Administrative fees stated in this policy are deducted from the refund amount before processing. You will receive email confirmation when your refund has been processed.
10. Non-Refundable Items
The following are generally not eligible for refunds:
- Initial discovery or consultation calls, which are provided at no charge
- Services fully delivered in accordance with the agreed scope
- Digital products that have been accessed or downloaded
- Cancellations due to changes in organisational priorities unrelated to service quality
- Requests made more than 30 days after the final session or product delivery date, except where Australian Consumer Law rights apply
11. Disputes
If you disagree with our refund decision, you may request a review by emailing hello@dynambractive.world with additional supporting information. A senior team member will review the case and respond within 10 business days with a final decision.
If the dispute remains unresolved, you may contact the NSW Fair Trading office or the Australian Competition and Consumer Commission (ACCC) for guidance on your consumer rights.
12. Changes to This Policy
We may update this Refund Policy periodically. The effective date at the top of this page indicates when the policy was last revised. Changes apply to purchases made after the updated effective date. Purchases made before a policy update are governed by the policy in effect at the time of purchase.
13. Contact Us
For refund enquiries or assistance, contact:
- Dynambractive
- 250 Parramatta Rd, Auburn NSW 2144, Australia
- Email: hello@dynambractive.world
- Phone: +61 2 9648 0800