Refund and Cancellation Policy

Defining Support is committed to complying with the Australian Consumer Law (ACL) and recognise that consumers are entitled to remedies such as refunds or replacements when goods or services fail to meet consumer guarantees.

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It is your right under the ACL to receive remedy if such guarantees are not met due to:

• Service do not meet acceptable standards

• Services do not match description stated

• Services are undeliverable or unavailable

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Cancellation of services are required in writing 48 hours prior to service commencement. Cancellations that fall within the 48 hour time frame will not be refunded. This is to account for the time allocated to the client that is unavailable for others to reserve. 

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Refunds will be credited to original method of payment and will be processed within 5-7 business days after confirmation of eligibility. 

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Consideration for exceptional circumstances will take place at our discretion and a doctors certificate or supporting documentation may be requested for such a consideration.