Fair Refund Policy
Updated: May 19, 2026
This Refund Policy applies to paid Balance app memberships, online coaching and related digital services operated by Shannon Rhys Birch (ABN 90 855 738 343) under the Balance brand.
Australian Consumer Law: Nothing in this policy removes or limits your rights under Australian Consumer Law. If a service has a major failure or does not meet a consumer guarantee, you may be entitled to a refund, cancellation or other remedy.
1. Free Challenges
If you join a free challenge and no payment has been taken, there is no refund to process. You can stop participating at any time.
2. Subscription Cancellation
You can cancel a paid subscription at any time through the account, app-store, payment-provider or support process available to you. To avoid a renewal charge, cancel before your next billing date. Access usually continues until the end of the current paid period.
3. Refunds We Will Consider
Balance will review refund requests fairly, including where:
- there was a duplicate charge or clear billing error
- you were charged after a confirmed cancellation
- the paid service was not provided or had a major failure
- a medical issue means starting or continuing the service is not appropriate
- Australian Consumer Law requires a remedy
4. Change of Mind
Because Balance provides digital access, app features and coaching support, change-of-mind refunds are not automatic once access or coaching has begun. We will still review requests case by case, especially where very little service has been used.
5. Medical Restrictions
If a doctor, physiotherapist or other qualified health professional advises that participation is not appropriate, send the relevant note or details to support. Balance may provide a full or partial refund depending on timing, access already used and the situation.
6. How to Request a Refund
Email shannon@plantbased-balance.org with:
- your name and account email
- the payment date and amount
- the reason for the request
- any supporting documents, screenshots or cancellation confirmation
7. Review and Timing
We aim to review refund requests within 3 business days. Approved refunds are returned to the original payment method where possible. Payment providers, banks and app stores may take additional time to process the refund.
8. Chargebacks
If you start a card dispute or chargeback, the payment provider may control the timing and evidence process. Contacting us first is usually faster and gives us a chance to resolve the issue directly.