What this policy covers
We describe how to cancel bookings, request refunds or credits, and raise concerns about downloadable resources. If a written agreement between your organisation and Spineactive exists, its terms prevail for that engagement where they differ from this general page.
Digital information products
When we offer paid templates, worksheets, or similar downloads, you may request a refund within fourteen days of purchase provided you have not accessed or downloaded the files. After download, refunds are considered on a case-by-case basis under Australian Consumer Law if a product has a major failure.
Early cancellation
Cancellations at least seven calendar days before a live session may qualify for a full refund minus payment processing fees.
Late changes
Inside seven days we may offer a partial credit toward a rescheduled date instead of a cash refund.
Scheduled workshops and briefings
Workshops delivered in person or online can be rescheduled subject to availability. If you cancel with sufficient notice as described above, we process refunds through the same payment method where possible. Bank processing times vary by institution.
Non-attendance
If participants do not attend a booked session and do not provide notice, fees are generally not refundable because capacity was reserved.
Substitutions
Organisations may request to send a colleague in place of a named participant where the format allows. Please email details before the session starts.
Quality concerns
If you believe a service did not match its written description, contact assist@spineactive.world with dates, invoice references, and a concise description. We aim to acknowledge messages within ten business days with next steps.
Chargebacks
Contact us before initiating a card chargeback so we can review billing or service questions directly with you and the payment provider.
EU and UK consumers
Where mandatory rules on digital content or distance contracts grant additional rights, those rights apply alongside this policy.
Record-keeping
We retain refund and correspondence records for a period consistent with our Privacy Policy to resolve disputes and meet accounting obligations.
Contact for returns
Spineactive, 600 Kingsway, Miranda NSW 2228, Australia. Email assist@spineactive.world. Phone +61 2 9525 6344.