Fair Refund Policy

Updated: September 1, 2026

This Refund Policy applies to paid Balance app memberships, online coaching and related digital services operated by Shannon Rhys Birch (ABN 90 855 738 343) under the Balance brand.

1. Founders Pass, Paid Coaching and App Access

Balance Learn is one AUD $149 payment for the full six weeks. It includes app and community access and one weekly coaching check-in and plan review. It is not a subscription, ends after six weeks and does not renew automatically. Balance Online Coaching, App + Community, Coaching + Calls and 1:1 Zoom PT are separate paid services. If no payment has been taken, there is no refund to process. Online Coaching has the initial minimum disclosed at checkout, and other recurring billing can be cancelled before the next billing date to avoid a renewal charge, subject to any clearly agreed initial Zoom PT coaching block.

2. Subscription Cancellation

Direct Balance recurring subscriptions purchased on or after 1 September 2026 require 30 days' notice to cancel. Billing and access continue during the notice period. For Online Coaching, cancellation takes effect on the later of the end of the selected 26-week, 13-week or four-week initial minimum or the end of the notice period. Earlier purchases keep the terms accepted at purchase. Apple App Store and Google Play subscriptions follow the store's cancellation process and timing. Use the online cancellation page to view the date that applies to you.

3. Refunds We Will Consider

Balance will review refund requests fairly, including where:

• there was a duplicate charge or clear billing error
• you were charged after a confirmed cancellation
• the paid service was not provided or had a major failure
• a medical issue means starting or continuing the service is not appropriate
• Australian Consumer Law requires a remedy

4. Change of Mind

Because Balance provides digital access, app features and coaching support, change-of-mind refunds are not automatic once access or coaching has begun. We will still review requests case by case, especially where very little service has been used.

For Zoom PT, sessions missed or cancelled with less than 24 hours' notice may count as delivered because the appointment time was reserved. Sessions cancelled by Shannon will be replaced or credited. Illness, injury and emergency circumstances will be reviewed fairly, and nothing in this policy limits rights under Australian Consumer Law.

5. Medical Restrictions

If a doctor, physiotherapist or other qualified health professional advises that participation is not appropriate, send the relevant note or details to support. Balance may provide a full or partial refund depending on timing, access already used and the situation.

6. How to Request a Refund

Email shannon@plantbased-balance.org with:

• your name and account email
• the payment date and amount
• the reason for the request
• any supporting documents, screenshots or cancellation confirmation

7. Review and Timing

We aim to review refund requests within 3 business days. Approved refunds are returned to the original payment method where possible. Payment providers, banks and app stores may take additional time to process the refund.

8. Chargebacks

If you start a card dispute or chargeback, the payment provider may control the timing and evidence process. Contacting us first is usually faster and gives us a chance to resolve the issue directly.