1. Overview
This Refund Policy applies to all purchases made through Gardennature, including consulting sessions, custom meal frameworks, educational products, and structured programs. We aim to handle refund requests fairly and in accordance with the Australian Consumer Law (ACL) and other applicable consumer protection regulations.
By purchasing our Services, you acknowledge that you have read and understood this Refund Policy. This policy should be read alongside our Terms of Use and Privacy Policy.
2. Company Information
Gardennature
Shop R1.05/13 Hay St, Haymarket NSW 2000, Australia
Email: hello@gardennature.world
Phone: +61 2 9325 6200
3. Australian Consumer Law Rights
Our goods and services come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have goods and services rectified if they fail to be of acceptable quality and the failure does not amount to a major failure.
Nothing in this Refund Policy is intended to limit or exclude your rights under the ACL or other mandatory consumer protection laws. Where this policy provides lesser protections than your statutory rights, your statutory rights prevail.
4. Consulting and Coaching Sessions
4.1 Cancellation by Client
If you need to cancel a scheduled coaching session, the following terms apply:
- More than 48 hours before the session: Full refund or free rescheduling at your choice.
- 24 to 48 hours before the session: 50% refund or one free rescheduling within 30 days.
- Less than 24 hours before the session: No refund, but rescheduling may be offered at our discretion subject to a rescheduling fee.
- No-show without notice: No refund for the missed session.
4.2 Cancellation by Gardennature
If we cancel a session due to coach unavailability or unforeseen circumstances, you will receive a full refund or the option to reschedule at no additional cost. We will provide as much advance notice as reasonably possible.
4.3 Session Packages
For multi-session packages purchased in advance, unused sessions may be refunded on a pro-rata basis if you cancel the remaining package within 14 days of purchase and before attending more than one session. After 14 days or after attending more than one session, refunds for unused sessions are at our discretion and subject to a 20% administrative fee.
5. Custom Meal Frameworks
Custom meal planning documents and frameworks are prepared specifically for you based on information you provide. Due to the customised nature of these products:
- A full refund is available if you cancel before work on your plan has commenced (typically within 48 hours of purchase).
- Once plan preparation has begun, a partial refund of up to 50% may be issued if you cancel before delivery.
- After the plan has been delivered, refunds are generally not available unless the plan contains material errors or fails to reflect the information you provided. In such cases, we will revise the plan at no charge or issue a partial refund at our discretion.
Custom meal frameworks are non-medical educational documents. Dissatisfaction with general content recommendations that were based on accurate information you provided does not constitute grounds for a refund.
6. Educational Products
6.1 Digital Downloads
Digital educational products, including guides, checklists, planners, and video tutorials, are generally non-refundable once downloaded or accessed, as they cannot be returned in their original condition. However, a refund may be issued within 7 days of purchase if:
- The product file is corrupted or cannot be accessed due to a technical issue on our end
- The product description materially misrepresents the content included
- You have not downloaded or accessed the product
6.2 Physical Materials
If we offer physical educational materials, they may be returned within 14 days of delivery in unused, resalable condition. Return shipping costs are the responsibility of the customer unless the return is due to our error or a defective product.
7. Programs and Challenges
7.1 Before Program Start
If you enrol in a structured program or challenge and cancel before the official start date, you are entitled to a full refund minus any non-recoverable third-party costs we have incurred on your behalf.
7.2 During the Program
Once a program has commenced, refunds are calculated on a pro-rata basis for the remaining unused portion, subject to the following conditions:
- Refund requests must be submitted in writing within 7 days of your last participation
- A 15% administrative fee applies to mid-program cancellations
- No refund is available after completing more than 75% of the program content or sessions
7.3 Voluntary Withdrawal
You may pause or exit a program at any time without penalty beyond the refund terms above. Voluntary withdrawal due to personal preference, rather than service failure, is subject to the pro-rata refund conditions in Section 7.2.
8. How to Request a Refund
To request a refund, please contact us with the following information:
- Your full name and email address used for purchase
- Order or invoice number
- Date of purchase
- Product or service purchased
- Reason for the refund request
Send your request to hello@gardennature.world or call +61 2 9325 6200 during business hours. We will acknowledge your request within 2 business days and provide a decision within 10 business days.
9. Refund Processing
Approved refunds will be processed using the original payment method within 10 business days of approval. Depending on your financial institution, it may take an additional 5 to 10 business days for the refund to appear in your account.
If the original payment method is no longer available, we will work with you to arrange an alternative refund method. Refunds are issued in Australian Dollars (AUD).
10. Non-Refundable Items and Situations
The following are generally not eligible for refunds:
- Services fully delivered as described and agreed upon
- Digital products accessed or downloaded beyond the 7-day window (except for technical issues or material misrepresentation)
- Sessions missed due to client no-show without prior notice
- Promotional or discounted items marked as final sale at the time of purchase
- Gift purchases after the gift has been redeemed by the recipient
11. Chargebacks and Disputes
We encourage you to contact us directly to resolve any billing concerns before initiating a chargeback with your bank or payment provider. Chargebacks initiated without first attempting to resolve the issue with us may result in suspension of your access to our Services.
We will provide relevant documentation to payment processors to contest fraudulent or unjustified chargebacks while cooperating fully with legitimate dispute resolution processes.
12. Exceptional Circumstances
We recognise that exceptional circumstances may arise, including serious illness, bereavement, or other significant life events. If such circumstances prevent you from using purchased Services, contact us to discuss your situation. We will consider each case individually and may offer extended rescheduling, credit toward future Services, or partial refunds beyond the standard policy terms.
13. Changes to This Policy
We may update this Refund Policy from time to time. Changes take effect when posted on this page with an updated "Last updated" date. Purchases made before a policy change are governed by the policy in effect at the time of purchase, unless the change provides greater consumer protections.
14. Contact Information
For refund enquiries or to submit a refund request, please contact:
Gardennature
Shop R1.05/13 Hay St, Haymarket NSW 2000, Australia
Email: hello@gardennature.world
Phone: +61 2 9325 6200
Our team is available Monday to Friday, 9:00 AM to 5:30 PM AEST, and Saturday, 10:00 AM to 2:00 PM AEST.