Refund Policy

Last updated:

We want every client to feel good about their decision to work with Energglow. This refund policy explains what happens if a plan is not the right fit, set out in plain language and consistent with the Australian Consumer Law.

1. Scope of this policy

This policy applies to monthly coaching plans purchased directly through our website or invoiced by our team. It does not apply to free introductory calls, which carry no charge in the first place.

2. Cooling-off period

If you sign up for a new plan and change your mind within 7 calendar days of your first payment, you can request a full refund - even if you have already attended your first session. We just ask for a short note through our contact page explaining your decision so we can keep improving.

3. Partial refunds after the cooling-off period

After the first 7 days we generally do not provide refunds for the current billing period, because the time of your coach has been reserved for you. However, you can cancel at any time and your plan will not renew the following month. If you have a genuine special circumstance, please get in touch - we look at every situation individually.

4. Sessions you did not use

Unused sessions within a paid month do not roll over to the next month by default. If life gets in the way, please tell us early and we'll do our best to find a way to use the sessions before the period ends.

5. Pausing a plan

You can pause a plan for up to one month at no cost, for example if you are travelling or have a busy work stretch. Just let us know before your next renewal date. Pausing is not a refund; it simply moves your next payment forward.

6. Service issues

If something goes wrong on our side - for example, if a coach has to cancel a session without enough notice - we will reschedule that session at a time that suits you, or credit it toward your next month. Where the Australian Consumer Law gives you a remedy, that remedy is unaffected by anything in this policy.

7. How to request a refund

To request a refund or discuss your situation, please send us a message through our contact page with your full name, the email address used at sign-up, and a short explanation. We aim to reply within one business day and to process approved refunds within 10 business days, returned to your original payment method.

8. Changes to this policy

We may update this policy as we add new plans or services. The "last updated" date at the top of the page shows when the most recent change was made. Any change will apply only to purchases made after the change is published.

9. Questions

If anything in this policy is unclear, please get in touch. We'd rather have a short conversation than leave you wondering.