Refund Policy

This Refund Policy outlines the conditions under which Rinsingplanet provides refunds, credits, or cancellations for workplace energy programs, consulting services, and educational products.

Effective date:

1. Overview

Rinsingplanet is committed to fair and transparent refund practices. This policy applies to all paid services and products offered through our website at https://rinsingplanet.world and through direct client agreements. We operate from 160 Queen Street, Brisbane QLD 4000, Australia, and comply with the Australian Consumer Law (ACL) including consumer guarantee provisions that cannot be excluded by contract.

Individual service agreements may contain specific refund terms that supplement this policy. Where a signed agreement specifies different terms, those agreement terms apply to that engagement. This policy serves as the default framework for all clients unless otherwise documented in writing.

2. Scope of Applicable Services

This Refund Policy covers the following categories of paid offerings:

  • Facilitated workplace energy programs: Multi-session engagements including team challenges, weekly facilitated sessions, and program rollouts
  • Consulting and guidance services: Discovery sessions, program configuration, stakeholder interviews, and advisory engagements
  • Educational products: Digital workbooks, video module libraries, manager playbooks, and standalone resource packages
  • Personalised plans: Individual activity schedules prepared based on role and workspace information
  • Preparation fees: Charges associated with custom scope documents, bespoke material development, or dedicated program configuration

Complimentary discovery conversations and general information enquiries are not subject to this Refund Policy as no payment is involved.

3. Australian Consumer Law Rights

Under the Australian Consumer Law, consumers are entitled to remedies when services fail to meet consumer guarantees. Services must be provided with acceptable care and skill, be fit for any specified purpose, and be delivered within a reasonable time when no time is specified.

If our services fail to meet a consumer guarantee, you may be entitled to a remedy including repair, replacement, or refund depending on the nature of the failure. These statutory rights exist independently of this policy and cannot be excluded. Contact us at assist@rinsingplanet.world to discuss any concerns about service quality.

4. Cancellation by Client Before Service Commencement

4.1 Facilitated Programs and Consulting

Cancellations received more than twenty-one calendar days before the scheduled program start date qualify for a full refund of fees paid, minus any non-recoverable third-party costs already incurred on your behalf. Cancellations received between eight and twenty-one days before the start date qualify for a refund of seventy-five percent of fees paid. Cancellations received seven or fewer days before the start date qualify for a refund of fifty percent of fees paid.

All cancellation requests must be submitted in writing to assist@rinsingplanet.world and include your organisation name, agreement reference if applicable, and reason for cancellation. Refunds are processed within fourteen business days of approved cancellation.

4.2 Educational Products

Digital educational products that have not been accessed or downloaded may be cancelled for a full refund within fourteen days of purchase. Once digital content has been accessed, downloaded, or shared with your organisation, the purchase is considered fulfilled and is not eligible for refund except where required by consumer guarantee provisions.

Physical materials that have not been shipped may be cancelled for a full refund. Physical materials that have been shipped may be returned within fourteen days of receipt in unused condition for a refund minus shipping costs.

5. Cancellation After Service Commencement

Once a facilitated program or consulting engagement has commenced, refunds are calculated based on the proportion of services not yet delivered:

  • Sessions not yet conducted are eligible for refund at the per-session rate specified in your service agreement
  • Custom materials already developed specifically for your organisation are non-refundable
  • Third-party costs incurred on your behalf are non-refundable
  • Facilitator travel and accommodation costs already committed are non-refundable

We will provide a written breakdown of refundable and non-refundable amounts upon receiving your cancellation request. Partial refunds are processed within fourteen business days of agreement on the refund amount.

6. Rescheduling

Clients may request rescheduling of facilitated sessions without penalty when notice is provided at least ten business days before the scheduled session. Rescheduling requests with less than ten business days notice may incur a rescheduling fee of up to twenty-five percent of the session fee to cover facilitator allocation and preparation costs.

Programs may be rescheduled once without charge if the new dates are confirmed within ninety days of the original start date. Additional rescheduling requests may be subject to fees or treated as cancellations under Section 4.

7. Cancellation by Rinsingplanet

We reserve the right to cancel or postpone services due to circumstances beyond our reasonable control, including facilitator illness, severe weather events, or government restrictions affecting in-person delivery. In such cases, clients receive the option to reschedule at no additional cost or receive a full refund of fees for undelivered services.

If we cancel an engagement for reasons within our control and unrelated to force majeure events, clients receive a full refund of all fees paid for undelivered services plus reasonable documented costs incurred by the client in preparation, subject to verification.

8. Refund Process

To request a refund or cancellation:

  1. Email assist@rinsingplanet.world with the subject line Refund Request
  2. Include your full name, organisation, invoice or agreement reference, and detailed reason for the request
  3. Our team will acknowledge receipt within two business days and provide a preliminary assessment within five business days
  4. Approved refunds are processed to the original payment method within fourteen business days

If the original payment method is unavailable, alternative refund arrangements will be discussed. Refunds are issued in Australian dollars. Currency conversion differences for international payments are the responsibility of the client.

9. Non-Refundable Items

The following are generally non-refundable unless required by consumer guarantee provisions:

  • Custom-developed program materials created specifically for your organisation after approval of design specifications
  • Completed facilitated sessions and delivered consulting hours
  • Third-party licences, venue bookings, or travel expenses already committed
  • Preparation fees for scope documents where work has been completed and delivered
  • Digital products accessed or downloaded by the client

10. Disputes and Complaints

If you are dissatisfied with our refund decision, please contact us to discuss your concerns. We aim to resolve disputes fairly and promptly through direct communication. Provide any supporting documentation such as service agreements, correspondence, and payment records to assist our review.

If a satisfactory resolution cannot be reached, you may contact the Queensland Office of Fair Trading or the Australian Competition and Consumer Commission for guidance on your consumer rights. Nothing in this policy limits your right to pursue remedies available under applicable law.

11. Chargebacks

We encourage clients to contact us directly before initiating chargebacks with their payment provider. Chargebacks initiated without prior communication may delay resolution and incur administrative fees if the chargeback is found to be invalid. We cooperate fully with legitimate chargeback processes while protecting against fraudulent claims.

12. Credits and Transfers

At our discretion, clients may opt to receive a service credit instead of a monetary refund. Credits are valid for twelve months from the date of issue and may be applied to any Rinsingplanet service of equal or greater value, with the client paying any difference. Credits are non-transferable between organisations without our written consent.

13. Changes to This Policy

We may update this Refund Policy to reflect changes in our service offerings or legal requirements. The effective date at the top of this page indicates the most recent revision. Changes apply to new purchases and engagements after the update date. Existing service agreements remain governed by the refund terms in effect at the time of signing unless both parties agree to updated terms.

14. Contact Information

For refund requests, cancellation enquiries, or questions about this policy, contact:

Rinsingplanet
160 Queen Street, Brisbane QLD 4000, Australia
Email: assist@rinsingplanet.world
Phone: +61 8 9325 1188
Website: https://rinsingplanet.world

Business hours for refund enquiries: Monday to Friday, 8:30 AM to 5:30 PM AEST.