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.

1. Founders Pass, Paid Coaching and App Access

The Balance Vegan Fitness Founders Pass is a one-time purchase that includes six weeks of in-app coaching support and lifetime access to the core app and vegan fitness community for as long as Balance operates them. Balance Starter Coaching and App + Community are recurring paid services. If no payment has been taken, there is no refund to process. You can cancel a recurring service before the next billing date to avoid a renewal charge.

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.