Refund, Cancellation & Rescheduling Policy

Effective Date: 10 February 2026

Last Updated: 10 February 2026

1. Overview

Changing Rein (“we,” “our,” or “us”) is committed to delivering high-quality, evidence-based equestrian welfare consultancy services. We value our clients and aim to be fair and transparent in all transactions.

This policy outlines the terms for refunds, cancellations, and rescheduling across all our service offerings, including one-on-one consultations, workshops, educational programs, and digital products. This policy operates in accordance with the Australian Consumer Law (ACL).

2. Your Rights Under Australian Consumer Law

Nothing in this policy limits, excludes, or modifies any rights or remedies you may have under the Australian Consumer Law (Schedule 2 of the Competition and Consumer Act 2010). Under the ACL, services must be provided with due care and skill, be fit for any specified purpose, and be delivered within a reasonable time. If our services fail to meet these consumer guarantees, you are entitled to a remedy, which may include a refund, reperformance of the service, or compensation, depending on whether the failure is major or minor.

3. Consultation Services

This section applies to one-on-one consultations, welfare assessments, behaviour consultations, and advisory sessions (whether in-person, on-property, or via teleconference).

3.1 Cancellation by the Client

• More than 7 days before the scheduled session: Full refund, less a $25 AUD administration fee.

• Between 48 hours and 7 days before the session: 50% refund, or the option to reschedule to a mutually agreed date within 60 days at no additional charge.

• Less than 48 hours before the session: No refund. However, we will make reasonable efforts to offer one rescheduling opportunity within 30 days, subject to availability.

• No-show: No refund or rescheduling will be offered for missed appointments without prior notice.

3.2 Cancellation by Changing Rein

If we cancel or are unable to provide a scheduled consultation for any reason (including illness, emergency, or unforeseen circumstances), we will offer you the choice of a full refund or rescheduling at a mutually convenient time at no additional cost.

3.3 Dissatisfaction with Consultation Services

We are committed to providing services with due care and skill. If you are dissatisfied with a consultation, please contact us within 7 days of the session to discuss your concerns. We will work with you in good faith to reach a fair resolution, which may include a partial refund, credit towards future services, or a follow-up session at no charge, depending on the circumstances.

Please note that while we guarantee the quality and professionalism of our service delivery, we cannot guarantee specific outcomes, as results depend on many variables, including the individual horse, environment, and the client’s commitment to implementing recommendations.

4. Workshops & Group Programs

This section applies to in-person workshops, group coaching sessions, and structured educational programs.

4.1 Cancellation by the Client

• More than 14 days before the event: Full refund, less a $25 AUD administration fee.

• Between 7 and 14 days before the event: 50% refund, or the full fee may be credited towards a future workshop within 6 months.

• Less than 7 days before the event: No refund. You may transfer your registration to another person at no charge, subject to our approval, or if cancellation is due to illness or injury receive a credit towards a future workshop within 6 months (conditions apply).

4.2 Cancellation or Postponement by Changing Rein

If we cancel a workshop or group program, we will offer all registered participants the choice of a full refund (processed within 14 business days) or transfer to the rescheduled event. If the rescheduled date does not suit you, a full refund will be issued.

If a workshop is postponed, registered participants will be automatically enrolled in the rescheduled session and notified by email. If the new date is unsuitable, participants may request a full refund within 7 days of notification.

4.3 Partial Attendance

If you attend part of a workshop and choose not to complete it, no refund will be issued for the remaining portion. If you are unable to continue due to circumstances beyond your control (e.g., medical emergency), please contact us to discuss options, which may include credit towards a future session.

5. Digital Products & Online Content

This section applies to downloadable resources, online courses, recorded webinars, the quizzes, and other digital products.

• Due to the nature of digital products, all sales of digital content are generally final once access has been granted or the product has been downloaded.

• If you experience a technical issue that prevents you from accessing purchased digital content, please contact us within 7 days of purchase, and we will resolve the issue or offer a full refund.

• If a digital product is materially different from its description at the time of purchase, you may be entitled to a refund under the Australian Consumer Law.

6. Packages & Prepaid Service Bundles

If you purchase a package of multiple consultations or a bundled service offering:

• You may request cancellation of the unused portion of the package at any time.

• Any sessions already delivered will be charged at the standard individual session rate (not the discounted package rate), and the balance will be refunded.

• Packages must be used within 12 months of purchase unless otherwise agreed in writing. Unused sessions after this period are forfeited.

7. How to Request a Refund or Cancellation

All refund and cancellation requests must be submitted in writing via email to team@changingrein.com.au. Please include your name, the service or product purchased, the date of purchase or scheduled service, and the reason for your request.

We will acknowledge your request within 2 business days and aim to process approved refunds within 14 business days. Refunds will be issued via the original payment method unless otherwise agreed.

8. Late Arrivals & Rescheduling

• If you arrive late to a scheduled consultation, the session will still end at the originally scheduled time, and no refund or extension will be provided for the missed time.

• Each booking may be rescheduled once without penalty, provided at least 48 hours’ notice is given. Subsequent rescheduling of the same booking may incur a $25 AUD rescheduling fee.

9. Force Majeure

Neither party will be held liable for failure to perform obligations under this policy due to circumstances beyond reasonable control, including but not limited to natural disasters, severe weather, biosecurity events, government restrictions, pandemic-related measures, or other force majeure events. In such cases, we will work with you to find a mutually acceptable solution, which may include rescheduling or issuing credit.

10. Disputes

If you are not satisfied with the outcome of a refund request, we encourage you to contact us directly to discuss the matter further. If we are unable to resolve the dispute, you may contact your relevant state or territory consumer protection agency or the Australian Competition and Consumer Commission (ACCC) for further assistance.

11. Changes to This Policy

We reserve the right to update this policy from time to time. Any changes will be posted on our website with the updated effective date. The policy in effect at the time of your purchase or booking will apply to that transaction.

12. Contact Us

If you have any questions about this policy, please contact us:

• Business Name: Changing Rein

• Email: team@changingrein.com.au

• Website: www.changingrein.com.au