Refund policy

Refund Policy

The Workplace Culture Hub or "WCH" provides the following services:

  • Group Coaching
  • Online and in-person Training and
  • Key Note Speaking

Customers of WCH are entitled to a refund when the services rendered don't meet one of the consumer's basic rights. According to the Australian Consumer Law, consumers' entitlement to a refund generally depend on:

  • what was bought (whether the problem is with a product or a service)
  • the seriousness of the problem (whether the problem is major or minor).

WCH has the right to assess the service provided against the customer's request for a refund before it provides a refund. WCH will contact the customer within 7 days of the refund request with a final decision.

 Services and the consumer rights that apply

When buying a service, a consumer has the right to expect the following things:

Service providers must carry out all services using an acceptable level of care and skill. Their work must be at least as good as what a competent service provider with average skills and experience would provide. They must also take reasonable steps to avoid causing loss or damage when providing the service.

Services provided, and any resulting products, must be fit for any stated purpose.

This guarantee applies when:

  • a consumer tells a service provider they want to use their service for a particular purpose
  • the consumer buys the service based on the advice of the business
  • the service provider advertises that their service can be used for a particular purpose.

Services must be supplied within a reasonable time, if there’s no agreed time frame.

What is 'reasonable' can depend on factors including:

  • the nature of the services
  • weather conditions
  • availability of parts or materials.

 When refunds do not apply

  • When a customer has had a change of mind about the services purchased
  • When the customer finds a cheaper service elsewhere and wishes to engage the other service provider instead
  • When a customer decided they didn't like the purchase or had no use for it
  • When the customer asks for a service to be done in a certain way against the advice of the business
  • When the problem with a service was caused by the actions of someone other than the business.

Major problem with the service provided by WCH

A service has a major problem when:

  • creates an unsafe situation
  • has either one serious problem or several smaller problems that would stop someone from buying the service if they knew about them beforehand
  • can’t be used for its normal purpose, or for a specific purpose that the consumer told the seller about, or doesn’t achieve a specific result that the consumer told the seller about, and can’t easily be fixed within a reasonable time.

Available solutions

When a service has a major problem, a consumer can choose to:

  • cancel the contract and get a refund. This may not be a full refund, as the consumer needs to pay a reasonable amount for any work done so far and as expected, or
  • keep the contract, but pay a lower price that takes the problem into account.

If the consumer has already paid upfront, they have the right to get some money back. How much money will depend on whether some or all of the services provided did not have problems, or whether they were provided at all.

Changes to Services

When WCH change their services, they will notify their customers of the upcoming change as soon as possible. Where it is a material change, WCH will:

  • seek the customer’s consent to continue with the changed service
  • cancel the contracts of, and refund any pre-payments made by, those customers who do not consent to continue with the changed service.

If you have any questions relating to this refund policy or would like to request a refund, please contact Rika Whelan at support@rikawhelan.com.