Return Policy

Last Updated:

1. Introduction

This Return Policy outlines the terms and conditions under which SilentNest Sleep ("we," "our," or "us") offers refunds and manages cancellations for our lifestyle coaching services focused on promoting restful sleep. We are committed to client satisfaction while maintaining fair and transparent policies.

This Return Policy should be read in conjunction with our Terms of Use and Privacy Policy. By purchasing our services, you acknowledge and agree to the terms set forth in this policy.

2. Nature of Our Services

SilentNest Sleep provides lifestyle coaching services designed to improve sleep quality through personalized guidance, behavioral strategies, and lifestyle optimization. Our services are delivered through one-on-one coaching sessions, personalized plans, and ongoing support. Because our services involve time-sensitive coaching appointments and personalized attention, special conditions apply to refunds and cancellations.

3. Cooling-Off Period

In accordance with Australian Consumer Law, you have a cooling-off period during which you may cancel your coaching program and receive a full refund:

  • Duration: You have 7 days from the date of purchase to cancel your coaching program
  • Conditions: The cooling-off period applies only if you have not yet commenced your first coaching session
  • How to Cancel: To exercise your cooling-off right, contact us in writing via email at community@zlozarinkhex.world stating your intention to cancel
  • Refund Processing: If you cancel during the cooling-off period and before your first session, you will receive a full refund of all fees paid, processed within 7-10 business days

4. Refund Policy After Services Have Commenced

4.1 General Refund Terms

Once you have commenced your coaching program (i.e., completed your first session), the following refund terms apply:

  • Partial Refunds: You may be eligible for a partial refund for unused sessions if you need to discontinue the program due to unforeseen circumstances
  • Completed Sessions: Fees for completed coaching sessions are non-refundable, as the service has been fully delivered
  • No-Show Sessions: Sessions missed without proper notice (see Cancellation Policy below) are considered completed and are non-refundable

4.2 Calculating Partial Refunds

If you are eligible for a partial refund, it will be calculated as follows:

  • Total amount paid minus the pro-rated cost of completed sessions
  • A processing and administration fee of 10% may be deducted from the refundable amount
  • Refunds will be issued in the same form of payment used for the original purchase
  • Refund processing typically takes 7-14 business days from the date of approval

4.3 Circumstances Warranting Refunds

Partial refunds may be granted at our discretion in the following circumstances:

  • Serious illness or medical emergency preventing continuation of the program (medical documentation may be required)
  • Significant life changes or unforeseen circumstances making continuation impossible
  • Dissatisfaction with services, assessed on a case-by-case basis after good-faith attempts to address concerns
  • Service delivery issues on our part, such as repeated cancellations or failure to provide agreed-upon services

5. Cancellation and Rescheduling Policy

5.1 Individual Session Cancellations

The following terms apply to canceling or rescheduling individual coaching sessions within your program:

  • Advance Notice Required: You must provide at least 24 hours advance notice to cancel or reschedule a session
  • How to Cancel: Contact your coach directly via email or phone to cancel or reschedule
  • Cancellations with Proper Notice: Sessions canceled with 24+ hours notice can be rescheduled at no additional cost
  • Late Cancellations: Sessions canceled with less than 24 hours notice may be considered completed and cannot be rescheduled
  • No-Show Policy: If you miss a session without providing any notice, it will be considered completed and cannot be rescheduled or refunded

5.2 Emergency Cancellations

We understand that genuine emergencies occur. In the event of a medical emergency, family emergency, or other serious unforeseen circumstances, please contact us as soon as possible. We will work with you on a case-by-case basis to accommodate rescheduling, even if the standard 24-hour notice cannot be provided.

5.3 Cancellations by SilentNest Sleep

If we need to cancel or reschedule a session due to coach availability, illness, emergency, or other circumstances:

  • We will notify you as soon as possible
  • We will work with you to reschedule at a mutually convenient time
  • You will not lose the session or incur any fees
  • If we are unable to provide a suitable alternative, a pro-rated refund for that session may be issued

6. Program Transfer Policy

In certain circumstances, you may transfer your coaching program to another person:

  • Transfers are permitted only with prior written approval from SilentNest Sleep
  • The person receiving the transfer must meet our eligibility criteria
  • A transfer fee of AUD $50 may apply to cover administrative costs
  • The coaching plan may need to be reassessed for the new participant
  • All sessions must be used by the original expiration date unless otherwise agreed

7. Session Expiration

Coaching sessions included in your program package must be used within a specified timeframe:

  • 4-Week Programs: All sessions must be completed within 8 weeks of the program start date
  • 8-Week Programs: All sessions must be completed within 14 weeks of the program start date
  • 12-Week Programs: All sessions must be completed within 20 weeks of the program start date
  • Extensions: Extensions may be granted at our discretion in cases of documented illness, emergency, or other exceptional circumstances. A reasonable extension fee may apply.
  • Expired Sessions: Sessions not used within the specified timeframe (and without an approved extension) will expire and become non-refundable

8. Refund Request Process

To request a refund, please follow these steps:

  1. Contact Us: Submit a written refund request via email to community@zlozarinkhex.world. Include your name, contact information, program details, and reason for the refund request.
  2. Documentation: If applicable, provide supporting documentation (e.g., medical certificates for health-related cancellations)
  3. Review: We will review your request within 3-5 business days and may contact you for additional information
  4. Decision: You will receive a written response regarding the approval or denial of your refund request, including the refund amount if approved
  5. Processing: If approved, refunds are typically processed within 7-14 business days and will be issued to the original payment method

9. Non-Refundable Items

The following are non-refundable under all circumstances:

  • Completed coaching sessions
  • Sessions missed without proper notice (no-shows or late cancellations)
  • Digital resources, materials, or content accessed or downloaded
  • Administrative fees where applicable
  • Expired sessions that were not used within the specified timeframe
  • Programs purchased during special promotional periods (unless otherwise stated in the promotion terms)

10. Payment Disputes and Chargebacks

If you have concerns about charges or wish to dispute a payment, we encourage you to contact us directly before initiating a chargeback with your financial institution:

  • We are committed to resolving billing disputes fairly and promptly
  • Chargebacks initiated without first contacting us may result in suspension of services
  • If a chargeback is found to be unjustified, you may be liable for the disputed amount plus any associated fees
  • Repeated unjustified chargebacks may result in termination of your account and prohibition from future services

11. Australian Consumer Law Rights

Nothing in this Return Policy excludes, restricts, or modifies your rights under the Australian Consumer Law (Schedule 2 of the Competition and Consumer Act 2010) or other applicable laws that cannot be excluded, restricted, or modified by agreement.

Under the Australian Consumer Law, you are entitled to:

  • A refund or replacement if services are not provided with acceptable care and skill
  • A refund if services are not fit for the purpose you specified
  • Compensation for reasonably foreseeable loss or damage resulting from failure to comply with consumer guarantees

If you believe your consumer rights have been violated, you may contact the Australian Competition and Consumer Commission (ACCC) or your state or territory consumer protection agency.

12. Special Circumstances

12.1 Dissatisfaction with Services

Client satisfaction is important to us. If you are dissatisfied with any aspect of our coaching services, we encourage you to:

  • Communicate your concerns to your coach or contact us directly as soon as possible
  • Allow us the opportunity to address your concerns and make improvements
  • If concerns cannot be resolved, we will consider partial refunds on a case-by-case basis

12.2 Extenuating Circumstances

We recognize that unexpected situations arise. In cases of serious illness, family emergencies, relocation, or other significant life events, we will work with you to find fair solutions, which may include:

  • Pausing your program with an extended completion timeline
  • Transferring your program to someone else
  • Providing a partial refund for unused sessions

13. Modifications to This Policy

We reserve the right to modify this Return Policy at any time. Changes will be posted on this page with an updated "Last Updated" date. Material changes will be communicated to existing clients via email or through their client portal. Your continued use of our services after changes are posted constitutes acceptance of the updated policy. However, any changes will not retroactively affect programs purchased before the change.

14. Contact Information

If you have questions about this Return Policy or wish to request a refund or cancellation, please contact us:

SilentNest Sleep
63 Mason St, Maroubra NSW 2035, Australia
Phone: +61481307778
Email: community@zlozarinkhex.world

We aim to respond to all refund requests and inquiries within 3-5 business days. For urgent matters, please call us directly during business hours.

15. Dispute Resolution

If you are not satisfied with our response to your refund request or have a complaint about our services:

  • We encourage you to first discuss the matter with us directly to seek resolution
  • If the issue cannot be resolved informally, you may seek assistance from your state or territory consumer protection agency
  • You may also contact the Australian Competition and Consumer Commission (ACCC) at www.accc.gov.au
  • For disputes that cannot be resolved through other means, the matter may be subject to the dispute resolution provisions in our Terms of Use