Refund Policy

1. Scope of this policy

Kneesvibrant, located at 455 George St, Sydney NSW 2000, Australia, publishes general informational content that is free to read. From time to time we may offer optional educational material, such as a downloadable guide or a structured reading programme, for a stated price. This Refund Policy applies only to those optional paid items. If you have not purchased anything, this policy does not affect you.

2. Our general approach

We want you to feel comfortable with any purchase. We describe each item clearly before you buy, including what it contains and what it does not. Because our material is informational, we are careful never to attach claims about specific outcomes to it. If something is not what you expected, we would rather hear from you and put it right.

3. Cooling-off period for digital material

If you purchase a digital item and have not yet downloaded or accessed it, you may request a full refund within fourteen (14) days of purchase. Where you have begun accessing digital material, your statutory cancellation rights may be reduced once delivery has started, and we will explain this clearly at the point of purchase before you confirm.

4. When a refund applies

We will provide a refund in circumstances including the following:

• the item was not delivered to you, or could not be accessed due to a fault on our side;
• the item is materially different from how it was described at the time of purchase;
• you cancel an eligible digital purchase within the cooling-off period described above;
• a refund is required under the Australian Consumer Law or other applicable law.

5. When a refund may not apply

A refund may not be available where:

• you have already accessed or downloaded a digital item and the cooling-off period no longer applies, except where a consumer guarantee has not been met;
• the request falls outside the relevant time limits described in this policy;
• the request relates to a change of mind after substantial use, other than as required by law.

Nothing in this section limits your rights under the Australian Consumer Law, which may entitle you to a remedy that this policy cannot exclude.

6. How to request a refund

To request a refund, please contact us using the details in section 9 and include:

• your name and the email address used for the purchase;
• the date of purchase and the name of the item;
• a short explanation of why you are requesting a refund.

We may ask for a little more information to locate your order. Providing clear details helps us respond quickly.

7. How refunds are processed

Once we approve a refund, we will process it to the original payment method where possible. Refunds are usually completed within ten (10) business days of approval, although the time for the amount to appear in your account depends on your payment provider. We do not charge a fee for processing an approved refund.

8. Your consumer rights

If you are in Australia, our material comes with guarantees that cannot be excluded under the Australian Consumer Law. If you are in the European Union or United Kingdom, you may also have statutory cancellation and refund rights. This policy is intended to sit alongside those rights, not to replace them. Where the law gives you a stronger right than this policy, that right applies.

9. Contact us

For any refund request or question about this policy, contact us at 455 George St, Sydney NSW 2000, Australia, call +61 2 9265 6800, or use our contact form. We aim to acknowledge refund enquiries within a few business days.

10. Changes to this policy

We may update this Refund Policy from time to time. The version that applies to your purchase is the one published on this page at the time of that purchase, shown by the "last updated" date above.