Skeletonnewea

Refund Policy

Last Updated: January 2025

1. Overview

At Skeletonnewea, we are committed to your satisfaction with our services and products. This Refund Policy outlines the conditions under which refunds may be requested and processed.

This policy complies with the Australian Consumer Law (ACL) and other applicable consumer protection regulations.

2. Our Commitment

We stand behind the quality of our services and educational resources. If you are not satisfied with your purchase, we will work with you to resolve the issue fairly and promptly.

3. Eligibility for Refunds

3.1 Digital Products and Services

Refunds for digital products and services may be requested within 14 days of purchase if:

  • The product or service is significantly different from what was described
  • The product or service is defective or does not function as intended
  • You have not accessed or downloaded the majority of the content
  • Technical issues prevent you from accessing the content

3.2 Consultation Services

For consultation or coaching services:

  • Cancellations made more than 48 hours before the scheduled session are eligible for a full refund
  • Cancellations made 24-48 hours before the session are eligible for a 50% refund
  • Cancellations made less than 24 hours before the session are not eligible for refunds
  • No-shows without prior notice are not eligible for refunds

3.3 Subscription Services

For subscription-based services:

  • You may cancel your subscription at any time
  • Refunds are not provided for partial subscription periods
  • You will retain access until the end of your current billing period
  • No refunds for unused portions of subscription periods

4. Non-Refundable Items

The following are not eligible for refunds:

  • Services that have been fully delivered or completed
  • Digital products that have been fully accessed or downloaded
  • Customized or personalized services
  • Products or services purchased during promotional sales (unless required by law)
  • Change of mind after service delivery

5. Australian Consumer Law Rights

Nothing in this policy limits your rights under the Australian Consumer Law. You are entitled to:

  • A refund or replacement if goods or services have a major problem
  • Compensation for any reasonably foreseeable loss or damage
  • A refund, replacement, or repair if goods or services fail to meet consumer guarantees

6. How to Request a Refund

To request a refund, please follow these steps:

  1. Contact us within the eligible refund period
  2. Provide your order number or transaction details
  3. Explain the reason for your refund request
  4. Include any relevant documentation or evidence

Contact Information:
Email: writetous@skeletonnewea.world
Phone: +61 2 9382 4530
Address: Hospital Road, Prince of Wales Hospital, Randwick NSW 2031, Australia

7. Refund Processing

7.1 Review Period

We will review your refund request within 5-7 business days and notify you of our decision via email.

7.2 Approved Refunds

If your refund is approved:

  • Refunds will be processed to the original payment method
  • Processing time is typically 5-10 business days
  • You will receive a confirmation email once the refund is processed
  • Bank processing times may vary

7.3 Partial Refunds

In some cases, partial refunds may be granted:

  • For services partially delivered
  • For products with minor defects
  • At our discretion based on individual circumstances

8. Denied Refunds

If your refund request is denied, we will provide a clear explanation of the reason. You may:

  • Request a review of the decision
  • Provide additional information or documentation
  • Seek resolution through alternative dispute resolution

9. Exchanges and Credits

As an alternative to refunds, we may offer:

  • Exchange for a different product or service of equal value
  • Store credit for future purchases
  • Complimentary access to additional resources

10. Chargebacks

If you initiate a chargeback with your payment provider:

  • Please contact us first to resolve the issue directly
  • Chargebacks may result in suspension of services
  • We reserve the right to dispute unwarranted chargebacks
  • Additional fees may apply for chargeback processing

11. Technical Issues

If you experience technical difficulties accessing our services:

  • Contact our support team immediately
  • We will work to resolve technical issues promptly
  • Refunds may be granted if issues cannot be resolved
  • Extended access may be provided to compensate for downtime

12. Exceptional Circumstances

We understand that exceptional circumstances may arise. In cases of:

  • Serious illness or medical emergencies
  • Family emergencies
  • Natural disasters or force majeure events

Please contact us to discuss your situation. We will consider refund requests on a case-by-case basis with appropriate documentation.

13. Changes to This Policy

We reserve the right to modify this Refund Policy at any time. Changes will be effective immediately upon posting to our website. The "Last Updated" date indicates when the policy was last revised.

14. Dispute Resolution

If you are not satisfied with our response to your refund request, you may:

  • Request escalation to a senior manager
  • Seek mediation through a neutral third party
  • Contact the Australian Competition and Consumer Commission (ACCC)
  • Pursue resolution through your state or territory consumer protection agency

15. Contact Us

For questions about this Refund Policy or to request a refund, please contact us:

Skeletonnewea
Address: Hospital Road, Prince of Wales Hospital, Randwick NSW 2031, Australia
Phone: +61 2 9382 4530
Email: writetous@skeletonnewea.world

16. Acknowledgment

By making a purchase from Skeletonnewea, you acknowledge that you have read, understood, and agree to this Refund Policy.