1) Scope and purpose
This policy describes how Relphia handles cancellations, rescheduling, credits and refunds for session bookings and packages. It applies to individual sessions, small-group sessions and remote/online check-ins arranged through our enquiry and confirmation process. All times and dates are managed in New South Wales (NSW) time unless stated otherwise. Neutral language is used throughout for clarity.
2) Booking types and definitions
Individual session: a one-to-one time slot at a confirmed venue or via remote check-in.
Small-group session: a shared time slot with a limited number of attendees.
Package: a pre-paid set of sessions with a stated validity period.
Confirmation email: our written message showing dates, times, city or venue reference, and package validity.
No-show: a booking where the attendee does not arrive or connect during the scheduled window.
3) Cancellations (before the session)
24+ hours before start: a cancellation may be processed without charge; the session is returned to your balance or handled as in Section 8.
Under 24 hours before start: the session may be counted as used due to room and staff allocation.
Small-group sessions: the same 24-hour window applies; late cancellations may be counted as used because group capacity is affected.
Venue changes: if a venue becomes unavailable, we may propose a new time or location; see Section 9 if a suitable time is not available.
4) Rescheduling (moving a confirmed time)
24+ hours before start: one reschedule may be requested, subject to calendar availability.
Under 24 hours before start: requests may be treated as a late cancellation (see Section 3).
Multiple reschedules: to keep schedules orderly, reschedules may be limited where repeated changes affect room access or other bookings.
Written record: reschedules are confirmed by email so both sides can reference the same details.
5) Late arrival and no-show
Late arrival: the session ends at the original finish time to keep the calendar aligned.
No-show: if the attendee does not arrive or connect during the scheduled window, the session may be counted as used.
Communication: if you expect to be late, please send a short note; any adjustment depends on room access and the day’s schedule.
6) Package validity and examples
Each package includes a validity period shown in the confirmation email. Unused sessions expire at the end of this period.
Example windows (illustrative; actual periods appear in your confirmation):
Starter Sessions Pack (3 sessions): typically 30–45 days from the first confirmed date.
Monthly Plan (8 sessions): typically 60–75 days from the first confirmed date.
If a venue is closed for maintenance or public holidays limit access, an extension may be considered (see Section 9).
7) Remote and online sessions
Remote check-ins follow the same cancellation and rescheduling windows as in-person sessions.
File submissions (e.g., video clips) follow the instructions in the confirmation email.
If files cannot be reviewed due to technical issues, an alternative time or method may be proposed.
8) Refunds (eligibility and method)
Unused package: if no sessions have been used, a refund may be requested within 14 days of the confirmation email.
Partially used package: a pro-rated refund for unused sessions may be available, calculated at the per-session rate stated or implied by the package price.
Single sessions: cancellations 24+ hours before start may be refunded or credited; under 24 hours may be counted as used.
Venue constraints: if we are unable to provide a suitable time within the package validity because of venue access limits, a refund or credit may be offered for the affected session(s).
Processing method and timing: refunds are issued to the original payment method; timing depends on the payment provider.
9) Credits and extensions
Credit option: you may choose a credit instead of a refund for unused sessions; credits are applied to the same attendee profile.
Extensions: where access is limited by venue maintenance or public holidays, we may extend the validity period so remaining sessions can be scheduled.
Written confirmation: any credit or extension is confirmed by email for record-keeping.
10) Promotions, bundles and gift values
Promotional pricing: if a package was purchased at a promotional rate, any pro-rated calculation uses the promotional per-session value.
Bundles with extras: where a package includes extras (e.g., additional check-ins), the pro-rated value is allocated across items as listed in the confirmation email.
Gift cards or equivalent values: unless stated otherwise, gift values are not refundable but may be used to book available sessions within the validity noted.
11) Proof of purchase and request format
Please include your full name, city, booking reference (if shown), and the dates you wish to change or cancel.
Requests are handled in writing for clarity. A brief identity check may be requested to ensure we are speaking with the right person.
12) Administrative notes
Invoices/receipts: electronic receipts are available upon request.
Tax considerations: where relevant, amounts show taxes included or excluded as indicated on the receipt.
Record-keeping: we keep a simple log of changes and confirmations for scheduling accuracy.
13) Changes to this policy
We may update this policy from time to time. The latest version appears here with the effective date. Where suitable, important updates may be highlighted on the site or in communications.
14) Contact
For cancellations, rescheduling, credits or refunds, please contact:
Relphia
Address: 1/56 Industrial Dr, Mayfield East NSW 2304, Australia
Phone: +61 2 4960 2516
Email: info@relphia.com
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