Refund and Cancellation Policy

Beneath the Surface AU

Version 2.0 : Effective 15 August 2026

Policy Scope

This policy applies to all services provided by Beneath the Surface AU, including workshops, educational courses, professional development, consulting, and keynote speeches.

1. Your Rights Under Australian Consumer Law

1.1. Our services come with guarantees under the Australian Consumer Law (ACL), Schedule 2 of the Competition and Consumer Act 2010 (Cth). These guarantees cannot be excluded, restricted, or modified.

1.2. Services must be supplied with due care and skill, be fit for the stated purpose, and delivered within a reasonable time.

1.3. Major failure: if a service has a major failure (for example, it is substantially not as described or cannot be fixed), you are entitled to cancel and receive a full refund.

1.4. Minor failure: if a service has a minor failure, Beneath the Surface AU will remedy it by re-performing the relevant part of the service at no additional cost.

1.5. Nothing in this policy, our Terms and Conditions, or any other document issued by Beneath the Surface AU limits or excludes these statutory rights.

1.6. For more information about your consumer rights:

2. Cancellation by Client

2a. Workshops, Consulting, and Single Sessions

Cancellations must be submitted in writing to the contact details on the original quote or invoice. The following schedule applies:

Notice PeriodFee Charged
More than 14 days before deliveryDeposit only (non-refundable)
7–14 days before delivery50% of total quoted price
Less than 7 days before delivery100% of total quoted price

These fees reflect preparation, materials, and time already allocated to the engagement. They apply to client-initiated cancellations and do not limit your rights where Beneath the Surface AU has failed to deliver as agreed.

2b. Multi-Session Educational Courses and Programs

2b.1. Before Session 1 commences: the standard cancellation schedule in Section 2a applies.

2b.2. After Session 1 commences: a pro-rata refund will be provided for sessions not yet delivered, less a $100 administration fee. No refund applies for sessions already delivered.

2b.3. Withdrawal must be notified in writing to initiate the refund process.

2c. Keynote Speeches and Events

2c.1. The standard cancellation schedule in Section 2a applies.

2c.2. Where Beneath the Surface AU has confirmed non-refundable travel or accommodation costs prior to cancellation, the client is liable for those confirmed out-of-pocket expenses in addition to the applicable cancellation fee.

2c.3. Beneath the Surface AU will provide evidence of confirmed bookings on request.

3. Substitute Attendees

3.1. For workshops and professional development sessions booked by an organisation, a named substitute may attend in place of the registered participant. Written notice must be provided at least 24 hours before the event.

3.2. Substitutions are not available for cohort-based courses where participant identity is integral to the program (e.g. accredited or sequential programs). Contact us to discuss options if this applies.

4. Externally Funded Supports

4.1. Where a service is funded by a third party under a published pricing and cancellation framework, cancellation follows that framework in place of the tiers in Section 2a.

4.2. Short notice cancellation (within 7 calendar days of the scheduled support) may be claimed at the agreed price, subject to the rules of the funding body and the terms of the participant’s funding.

4.3. Participants, plan managers, and funding bodies will be notified in accordance with the requirements of the relevant framework.

4.4. Where the applicable framework is silent, Section 2a applies.

5. Change of Date

5.1. Changes to the date and time of an event or session may be made up to 3 working days prior to the booking at no additional charge, provided a suitable alternate date is available.

5.2. Beneath the Surface AU reserves the right to charge a rescheduling fee of $175 for changes made within 3 working days of the booking.

6. Cancellation by Beneath the Surface AU

6.1. If Beneath the Surface AU cancels due to circumstances within its control, a full refund of all amounts paid will be provided, processed within 10 business days.

6.2. If Beneath the Surface AU cancels due to force majeure (including illness, natural disaster, or circumstances beyond reasonable control), we will endeavour to reschedule at a mutually suitable time. If no suitable date can be agreed, a full refund will be provided.

6.3. Beneath the Surface AU will notify the client as soon as practicable in the event of any cancellation.

7. How to Request a Refund

7.1. Submit your refund request in writing to beneaththesurface.au or by post to PO Box 48, Ballajura, Western Australia 6066.

7.2. Please include the following:

  • Your name and organisation (if applicable)
  • Invoice or quote number
  • Date of the service or event
  • Reason for the refund request

7.3. Beneath the Surface AU will acknowledge receipt within 2 business days and provide a response within 7 business days.

8. Refund Processing

8.1. Approved refunds will be processed within 10 business days of approval.

8.2. Refunds will be returned via the original payment method where possible. Where the original payment method is unavailable, Beneath the Surface AU will contact you to arrange an alternative.

9. Complaints

9.1. If you are not satisfied with the outcome of your refund request, please contact us in writing with details of your complaint.

9.2. If your complaint remains unresolved, you may refer the matter to: