Refund Policy

Strongly Kinnected is committed to fair, transparent, and ethical billing practices. Because our services involve professional time, preparation, and capacity being reserved in advance, refunds are limited and carefully assessed.

This policy explains when refunds may — and may not — be provided.

General Position

Refunds are not automatic
Most services are non-refundable once commenced
Time reserved, preparation completed, or capacity blocked is chargeable

By booking a service, you agree to this Refund Policy.

Non-Refundable Situations

Refunds will not be provided for:

Missed appointments or no-shows
Cancellations with less than 48 hours’ notice
Refusal to engage once a session has started
Services ended due to unsafe, aggressive, or inappropriate behaviour
Termination due to breach of service conditions or court orders
Partially completed sessions or programs
Preparation, intake, documentation, or reporting already completed
Court-ordered, agency-directed, or statutory services once commenced

When a Refund May Be Considered

A partial refund or credit may be considered only where:

Strongly Kinnected cancels a service, and it cannot be rescheduled
A serious medical emergency prevents attendance (evidence may be requested)
A critical incident or external event makes service delivery impossible
An administrative error results in over-charging

Refunds are assessed on a case-by-case basis and are not guaranteed.

Programs & Bundled Services

For packaged services (including parenting programs and holiday contact blocks):

Fees reflect capacity reservation, preparation, and risk management
Once commenced, unused sessions are not refundable
In limited cases, unused sessions may be converted to a non-transferable credit

Credits:

Are not redeemable for cash
Expire after 6 months
Cannot be transferred to another person

Agency-Funded Services

Where services are funded or commissioned by an agency:

Refunds are governed by the agency agreement or purchase order
Approved refunds are issued to the funding body, not the individual client, unless directed otherwise

How to Request a Refund

Refund requests must:

Be submitted in writing
Include the reason for the request
Be lodged within 7 days of the service or invoice date

A written decision will be provided within 7 business days.
Approved refunds are processed within 5 business days.

Australian Consumer Law

Nothing in this policy limits your rights under the Australian Consumer Law.
If a service is not delivered with due care and skill or as agreed, legal remedies may apply.