Refunds & Cancellations

Last updated: 11 August 2026 · Version 1.0 (draft)

This policy explains cancellations, refunds and returns for Zone 14 kit, coaching sessions and programs, and coach platform access. It sits alongside your rights under the Australian Consumer Law (ACL), which always apply and are not reduced by anything here.

1 · Your consumer guarantees (always apply)

If a product or service is faulty, not as described, or fails to do what it should, you are entitled to a repair, replacement or refund under the ACL. For a major failure you can choose a refund. Please contact us and we will make it right.

2 · Kit and apparel

• Kit is made to order in the size you choose. Please check the size guidance before ordering.
• Change of mind: because items are made to order, we are not obliged to refund change-of-mind, but we will help with sizing exchanges where reasonably possible — contact us within [e.g. 14] days of delivery. [Confirm your change-of-mind window and who pays return postage.]
• Faulty or incorrect items: contact us within a reasonable time with your order number and a photo, and we will repair, replace or refund as required by the ACL.

3 · Coaching sessions, clinics and term programs

• Cancellation by you: to cancel or reschedule a session, contact us at least [e.g. 48 hours] before it starts and we will refund or credit that session. [Confirm your notice period and whether late cancellations are refundable.]
• Term programs: if you withdraw partway through a term, we will refund or credit the unused, not-yet-delivered sessions from the point you notify us. Sessions already run are not refundable.
• Pay-as-you-go sessions are paid one session at a time, so there is nothing ongoing to cancel.
• Cancellation by us: if we cancel a session and cannot offer a suitable alternative, you receive a full refund or credit for that session.
• The kit included with an enrolment is a physical product and is treated under the kit rules above once it has been made or dispatched.

4 · Coaches platform access

• Platform access is a digital service activated after purchase. If you have not yet been given access, you may request a full refund.
• Once access has been provided, change-of-mind refunds are generally not available for the digital licence, except where required by the ACL (for example, if the service is faulty or not as described).

5 · How refunds are made

Approved refunds are made through Stripe to your original payment method. Refunds are issued only through Stripe — we never ask for card details by email or phone. Please allow a few business days for your bank to process the return.

6 · How to request a refund or cancellation