Refund Policy
Your Rights Under Australian Consumer Law
Introduction
This Refund Policy is designed to clearly outline your rights under Australian Consumer Law and explain when refunds may apply. It is intentionally separate from our Cancellation and Absence Policy, which governs session attendance, notice periods, and missed sessions.
1) Your Rights Under Australian Consumer Law
Under the Australian Consumer Law (ACL), you are entitled to a refund, replacement, or remedy if services provided involve a major failure.
A major failure may include situations where:
- the service is not provided with due care and skill
- the service is substantially unfit for its intended purpose and cannot be remedied within a reasonable time
- the service differs significantly from what was agreed
Nothing in this policy limits your rights under Australian Consumer Law.
2) What This Policy Covers
This Refund Policy applies to all tutoring services provided by Eco Health Solutions Pty Ltd (trading as Lucinda Curran), ABN 29 161 897 490.
It applies only to refunds required under Australian Consumer Law and does not govern session cancellations, rescheduling, absences, or notice periods.
3) What This Policy Does Not Cover
Refunds are not provided for:
• missed sessions
• late cancellations
• absences due to illness, holidays, or scheduling conflicts
• changes of mind
• lack of engagement or progress where tutoring services have been delivered as agreed
Session attendance, cancellations, notice periods, and absences are governed by the Cancellation and Absence Policy, which forms part of your tutoring agreement.
4) Cancellation, Absence, and Termination
Tutoring session cancellations, absences, rescheduling, family holidays, and termination notice requirements are not managed under this Refund Policy.
These matters are outlined clearly in the Cancellation and Absence Policy and the Parent Handbook.
Please refer to those documents for full details.
5) Service Failure
If you believe there has been a failure in the delivery of tutoring services, you are encouraged to contact us promptly so the matter can be reviewed.
Where a minor issue is identified, we will work with you to resolve it within a reasonable timeframe.
Where a major failure is confirmed under Australian Consumer Law, you may be entitled to a refund or other remedy as required by law.
6) Refund Requests and Process
To request a refund under this policy, please contact us in writing via the contact details listed on our website.
All refund requests are assessed on a case-by-case basis in line with Australian Consumer Law.
Approved refunds will be processed using the original payment method and may take up to 30 days to appear, depending on banking timelines.
7) Relationship to Other Policies
This Refund Policy should be read in conjunction with:
- the Cancellation and Absence Policy
- the Parent Handbook
- the Terms and Conditions
In the event of any inconsistency, Australian Consumer Law will apply.
8) Review of Policy
This Refund Policy is reviewed periodically to ensure compliance with current legislation and best practice.
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Last reviewed: 7 January 2026
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