Legal

Refund Policy

This policy outlines the conditions under which refunds may be issued for consulting services, educational programs, and customised plan packages offered by Organicflexible.

Last updated:

1. Overview

Organicflexible is committed to fair and transparent refund practices. This Refund Policy applies to all paid services purchased directly through our website, at our Haymarket office, or via email arrangement. By purchasing our services, you agree to the terms outlined below.

This policy operates alongside your rights under the Australian Consumer Law (ACL), which provides statutory guarantees that cannot be excluded. Nothing in this policy limits or replaces those statutory rights.

For refund requests or questions, contact touch@organicflexible.world or call +61 2 9325 1111 during business hours (Monday to Friday, 9:00 AM – 5:00 PM AEST).

2. Services Covered

This Refund Policy applies to the following paid offerings:

  • Initial consultations: 45-minute assessment sessions conducted in person or via video call
  • Customised meal system packages: Written meal frameworks with shopping lists and batch prep schedules for educational use
  • Educational programs: Structured multi-week nutrition education courses and challenges
  • Follow-up sessions: Review and adjustment consultations following an initial engagement
  • Digital educational products: Downloadable guides, templates, and reference materials

Free services, including website content, contact form inquiries, and initial informational responses, are not subject to this Refund Policy as no payment is involved.

3. Refund Eligibility

3.1 Full Refund

You may be eligible for a full refund under the following circumstances:

  • You cancel a booked consultation at least 48 hours before the scheduled appointment time
  • We cancel or reschedule your appointment and you are unable to attend the proposed alternative time
  • A technical failure on our part prevents delivery of a video consultation and rescheduling is not possible
  • A digital product has not been accessed or downloaded and the request is made within 14 days of purchase
  • The service was not supplied within a reasonable time and you no longer wish to receive it

3.2 Partial Refund

Partial refunds may be issued in the following situations:

  • You cancel a consultation between 24 and 48 hours before the scheduled time — a 50% refund of the consultation fee
  • You withdraw from a multi-week educational program after the first session but before the second — a pro-rata refund minus the first session fee
  • A customised meal system document has been partially delivered but you choose not to proceed with the follow-up session — refund of the follow-up portion only

3.3 Non-Refundable Items

The following are generally not eligible for refunds:

  • Consultations cancelled with less than 24 hours notice or no-shows without prior communication
  • Services that have been fully delivered, including completed consultations and delivered meal system documents
  • Digital products that have been downloaded or accessed
  • Educational programs where two or more sessions have been completed
  • Services purchased during promotional periods where the promotion terms explicitly state "no refunds"

4. Australian Consumer Law Rights

Under the ACL, consumers are entitled to remedies when services fail to meet consumer guarantees, including that services are:

  • Provided with acceptable care and skill
  • Fit for any specified purpose
  • Delivered within a reasonable time when no time is specified

If our services fail to meet these guarantees, you may be entitled to a remedy such as a re-supply of the service, compensation for the reduced value, or a refund. These ACL rights exist independently of this Refund Policy and are not limited by the timeframes stated herein.

To make a claim under the ACL, contact us with a description of the issue and the remedy you are seeking. We will respond within 14 business days with our assessment and proposed resolution.

5. How to Request a Refund

To initiate a refund request, follow these steps:

  1. Email touch@organicflexible.world with the subject line "Refund Request" and include your full name, date of purchase, service purchased, and reason for the request.
  2. Alternatively, call +61 2 9325 1111 during business hours and speak with our client services team.
  3. We will acknowledge your request within 2 business days and provide a decision within 10 business days.
  4. If approved, refunds are processed using the original payment method within 5 to 10 business days, depending on your financial institution.

Please retain any payment confirmation or invoice numbers, as these help us locate your transaction quickly.

6. Cancellation by Organicflexible

We reserve the right to cancel or reschedule services due to unforeseen circumstances, including staff illness, office closures, or technical difficulties. In such cases:

  • We will notify you as soon as possible via email or phone
  • You will be offered the choice of rescheduling at no additional cost or receiving a full refund
  • If you have incurred reasonable travel costs to attend an in-person appointment that we cancel, we will reimburse documented expenses up to AUD 50 upon request

7. Chargebacks and Disputes

We encourage you to contact us directly before initiating a chargeback with your bank or payment provider. Chargebacks initiated without first attempting resolution through our refund process may result in suspension of future service access while the dispute is investigated.

We cooperate fully with payment providers during dispute investigations and provide documentation of service delivery, communication records, and applicable policy terms as evidence.

8. Service Modifications

If you wish to modify rather than cancel a purchased service — for example, switching from an in-person to a video consultation, or upgrading to a more comprehensive program — contact us to discuss available options. Price differences may apply, and modifications are subject to availability.

9. Changes to This Policy

We may update this Refund Policy from time to time. Changes apply to purchases made after the updated policy is published. Purchases made before a policy change are governed by the policy in effect at the time of purchase. The last updated date at the top of this page indicates the most recent revision.

10. Contact Information

Organicflexible
9/13 Hay St, Haymarket NSW 2000, Australia
Phone: +61 2 9325 1111
Email: touch@organicflexible.world