Return & Refund Policy

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1. Return Period

For class bookings, you may cancel and receive a refund if you cancel at least 24 hours before the scheduled class time. For class packages, you may request a refund within 7 days of purchase for unused classes.

For merchandise purchases (if applicable), items may be returned within 14 days of purchase, provided they are in their original condition with proof of purchase.

2. Return Conditions

To be eligible for a return or refund, the following conditions must be met:

  • Class Cancellations: Cancellation must be made at least 24 hours before the scheduled class time
  • Class Packages: Refund request must be made within 7 days of purchase, and classes must be unused
  • Merchandise: Items must be in their original, unused condition with all tags and packaging intact
  • Proof of Purchase: You must provide proof of purchase (receipt, booking confirmation, or order number)
  • Time Limits: Returns must be requested within the specified time periods

3. Return Shipping Costs

For merchandise returns:

  • If the return is due to our error (wrong item, defective product), we will cover the return shipping costs
  • If the return is due to a change of mind or other customer-initiated reason, you are responsible for the return shipping costs
  • We recommend using a trackable shipping method for returns
  • Return shipping costs will be deducted from your refund if applicable

For class cancellations and package refunds, there are no shipping costs as these are digital services.

4. Return Process

To initiate a return or refund:

  1. Contact us via email at reach@khivaronphak.world or call us at +61 488 795 588
  2. Provide your booking reference number or order number
  3. State the reason for your return or cancellation
  4. For merchandise, we will provide return instructions and a return address
  5. Once we receive and process your return, we will issue your refund

Refunds will be processed using the same payment method used for the original purchase. Processing times may vary depending on your payment provider, typically 5-10 business days after we receive and approve your return.

5. Non-Refundable Items

The following items and services are non-refundable:

  • Gift certificates (unless required by law)
  • Classes cancelled less than 24 hours before the scheduled time (unless due to exceptional circumstances)
  • No-show classes (classes where you did not attend without cancelling)
  • Expired class packages or unused classes after the validity period
  • Merchandise that has been used, damaged, or is not in its original condition
  • Personalised or custom-made items (unless defective)
  • Digital products or downloadable content that has been accessed

6. General Legal Requirements

This Return Policy is provided in accordance with the Australian Consumer Law (ACL), which is contained in Schedule 2 of the Competition and Consumer Act 2010 (Cth). Under Australian Consumer Law, you are entitled to:

  • A refund, repair, or replacement if the product or service is faulty, not as described, or does not meet the consumer guarantees
  • A refund if the product or service is not of acceptable quality, not fit for purpose, or does not match the description
  • Compensation for any reasonably foreseeable loss or damage caused by a failure to comply with consumer guarantees
  • Protection against unfair contract terms

These rights are statutory rights that cannot be excluded, restricted, or modified by any contract or policy. Our Return Policy does not limit or exclude these statutory rights. If you believe you are entitled to a refund, repair, or replacement under Australian Consumer Law, please contact us to discuss your situation.

Consumer Guarantees: Under Australian Consumer Law, our services come with automatic consumer guarantees that they will be:

  • Provided with due care and skill
  • Fit for the purpose for which they are supplied
  • Supplied within a reasonable time (when no time is specified)

Making a Complaint: If you have a complaint about our goods or services, you can contact the Australian Competition and Consumer Commission (ACCC) or your state or territory consumer protection agency. The ACCC provides information and advice about consumer rights and can investigate complaints about unfair business practices.

7. Order Cancellation Policy

You may cancel an order or booking in the following circumstances:

  • Before Processing: If you cancel before we have processed your order or booking, you will receive a full refund
  • After Processing: If you cancel after processing has begun, standard cancellation and refund policies apply
  • Class Bookings: Must be cancelled at least 24 hours in advance for a full refund
  • Package Purchases: May be cancelled within 7 days of purchase for unused classes

To cancel an order, please contact us immediately using the contact information provided below.

8. Refund Procedure

Once your return or cancellation is approved:

  1. We will process your refund within 5-10 business days
  2. Refunds will be issued to the original payment method used for the purchase
  3. You will receive a confirmation email once the refund has been processed
  4. The refunded amount will appear in your account according to your payment provider's processing times (typically 3-5 business days for credit cards, 5-10 business days for bank transfers)

If you do not receive your refund within the expected timeframe, please contact us with your booking or order reference number, and we will investigate the issue.

9. Additional Policies

Class Packages

If you have purchased a class package:

  • Unused classes may be refunded on a pro-rata basis if you cancel within 7 days of purchase
  • After 7 days, unused classes may be transferred to another person or used within the package validity period
  • Expired classes cannot be refunded or extended

Studio Cancellations

If we need to cancel a class due to unforeseen circumstances (e.g., instructor illness, weather, emergencies), you will receive a full refund or credit, and we will make every effort to notify you in advance.

No-Show Policy

If you do not attend a booked class without cancelling in advance, the class fee will be forfeited. Repeated no-shows may result in restrictions on future bookings.

Special Circumstances

We understand that sometimes unexpected situations arise. If you need to cancel due to medical reasons, family emergencies, or other exceptional circumstances, please contact us as soon as possible. We will review each case individually and may offer a refund or credit at our discretion.

Gift Certificates

Gift certificates are non-refundable but may be transferred to another person. They must be used within the validity period specified at the time of purchase.

10. Contact Information

If you have questions about our Return & Refund Policy or need to request a return or refund, please contact us:

Email: reach@khivaronphak.world
Phone: +61 488 795 588
Address: Level 2/93 Bathurst St, Sydney NSW 2000, Australia

Please include your booking reference number or order number when contacting us about returns or refunds.

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