Refund, Cancellation & Payment Policy

NeuroNourishLab
Effective Date: 11 December 2025
Last Updated: 11 December 2025

1. Purpose of this Policy

This Refund, Cancellation & Payment Policy explains how NeuroNourishLab (“NNL”, “we”, “us”) manages

program fees, appointments, cancellations, refunds, failed payments, and related financial matters.

It forms part of the NNL Program Agreement and Terms of Engagement. By proceeding with an NNL

program or service, you acknowledge that you have read and understood this Policy and agree to be

bound by it, in conjunction with your onboarding documents.

2. Fees and Inclusions

2.1 Transparency of Fees

NNL will provide clear information about the cost of programs, packages, and individual sessions before

you commit to payment. This may be via our website, booking platform, service guide, or written

communication.

2.2 Program Inclusions

Each program or package will outline what is included (for example, number and length of sessions, email

support boundaries, resources, and any collaborative components). Where programs involve external

providers (such as a psychologist), we will specify whether those services are billed separately or as part

of a bundled fee.

2.3 Changes to Fees

NNL reserves the right to adjust fees over time. Fee changes will not affect fees for programs you have

already paid for, unless mutually agreed in writing.

3. Payment Methods and Processing

3.1 Accepted Payment Methods

NNL primarily accepts payment via:

• online card payment using secure Square payment links; and/or

• secure electronic invoices (which may also process card payments via Square or similar providers).

3.2 Security of Payment Processing

NNL does not store your full credit card or bank details. Payments are processed securely by third-party

providers such as Square, in line with their security standards and terms of use.

3.3 Payment Timing

Unless otherwise agreed in writing:

• program fees are payable in advance of the first session;

• single sessions are payable at the time of booking or by the date specified on the invoice;

• where instalment plans are offered, payments must be made on or before the agreed dates.

3.4 Future Subscription or Recurring Billing

If NNL introduces subscription or recurring billing in future (for example, for maintenance programs), this

will be clearly described at sign-up, including how and when you can cancel. You will never be signed up

to recurring payments without your explicit consent.

4. Booking, Rescheduling and Cancellation of Appointments

4.1 Booking Appointments

Appointments are scheduled by mutual agreement via our booking system or direct contact. Your booking

confirmation will include the session date, time, and telehealth link.

4.2 Rescheduling

If you need to reschedule, please provide as much notice as possible. As a general guideline:

• more than 24 hours’ notice – your session can usually be rescheduled without additional fees;

• less than 24 hours’ notice – the session may be treated as a late cancellation (see 4.3).

4.3 Late Cancellations and Non-Attendance

Because appointment times are reserved specifically for you, late cancellations and non-attendance can

impact other clients and the viability of the service. As a general rule:

• cancellations with less than 24 hours’ notice may be charged at the full session fee;

• non-attendance (“no-show”) without notice is typically charged at the full session fee.

We understand that emergencies, illness, or unexpected events occur. Genuine exceptional

circumstances will be considered with compassion and flexibility at NNL’s discretion.

5. Program Changes, Pauses and Ending Early

5.1 Changing Programs

If, after commencement, you and your practitioner agree that a different program or level of support is

more appropriate, we will discuss options to adjust your plan. This may involve transferring remaining

value to a different program, adjusting session frequency, or recommending alternative services.

5.2 Pausing Participation

You may request to temporarily pause your participation where clinically appropriate (for example, during a

period of medical treatment, acute stress, or life events). Whether and how this is possible will depend on

the program structure, time frames, and clinical considerations.

5.3 Ending a Program Early (Client-Initiated)

If you choose to end a program before all sessions are used, we will discuss your reasons and consider

options such as:

• using remaining value for a different, mutually agreed service;

• offering a partial credit or, in limited circumstances, a partial refund;

• creating a discharge or transition plan.

There is generally no automatic entitlement to a refund for unused sessions if the program was made

available and you choose not to continue. However, we will act reasonably and in line with Australian

Consumer Law.

6. Refunds

6.1 Change of Mind

Refunds are generally not provided for change of mind once a program has commenced or a single

session has been delivered. Booking a program or session reserves time and resources for you that may

not be able to be offered to someone else at short notice.

6.2 When Refunds or Credits May Be Considered

Partial refunds or credits may be considered at NNL’s discretion where:

• NNL is unable to continue providing the service (for example, due to practitioner illness or relocation);

• there are significant, documented medical or psychological reasons that make participation unsafe or

inappropriate, and continuation is not clinically advised;

• there has been an error in billing or a duplicate payment;

• Australian Consumer Law requires a refund, repair, replacement, or other remedy.

6.3 Australian Consumer Law

Nothing in this Policy is intended to limit your rights under Australian Consumer Law. If services are not

provided with due care and skill, are not fit for their stated purpose, or are otherwise in breach of consumer

guarantees, you may be entitled to an appropriate remedy. We are committed to working with you in good

faith if you believe this applies.

6.4 Collaborative and Bundled Programs

Where your program involves external providers (e.g., a psychologist), some components of the fee may

be non-refundable once those services have been scheduled or delivered, in line with the other provider’s

own policies. We will explain these arrangements as clearly as possible when you enrol.

7. Failed Payments, Overdue Amounts and Chargebacks

7.1 Failed Payments

If a payment fails (for example, due to insufficient funds or card issues), we may:

• notify you and request an alternative payment method;

• temporarily pause future sessions until payment is resolved.

7.2 Overdue Amounts

If an amount remains unpaid after the due date, NNL may:

• send reminder notices;

• pause services until payment is made or a plan is agreed;

• in persistent cases, consider ending the program in line with the Program Agreement.

7.3 Chargebacks and Disputed Transactions

If you lodge a chargeback or dispute a payment with your bank or card provider, we encourage you to

contact NNL directly first so we can clarify and, where appropriate, resolve the issue. Where a dispute is

lodged without prior communication and the chargeback is not upheld, you may remain responsible for the

original amount and any associated fees.

8. Service Interruptions and Technical Issues

8.1 Practitioner Illness or Unavailability

If NNL needs to cancel or reschedule a session due to practitioner illness, emergencies, or other

unavoidable circumstances, we will:

• notify you as soon as reasonably possible; and

• offer to reschedule or, where rescheduling is not possible, discuss appropriate fee adjustments or credits.

8.2 Telehealth Disruptions

If a session is significantly disrupted by technical issues (e.g., platform failure, internet outage) and the full

session cannot reasonably proceed, we will make efforts to:

• reconnect and complete the session; or

• reschedule the remaining portion at no additional cost; or

• otherwise make a fair adjustment.

We are not responsible for technical issues arising solely from your own device or internet provider, but we

will approach such situations with fairness and flexibility.

9. How to Raise Concerns or Request a Review

If you have concerns about fees, charges, cancellations, or refunds, please contact NNL as early as

possible. You can email us at info@neuronourishlab.com.au with details of your concern. We will:

• acknowledge your enquiry within a reasonable timeframe;

• review relevant information (e.g., invoices, booking records, session notes);

• respond with an explanation and, where appropriate, propose a resolution.

We aim to act reasonably, transparently, and in good faith in all financial matters.

10. Agreement and Acknowledgement

By enrolling in an NNL program or booking a session, and by accepting the terms in your onboarding form,

you acknowledge that you:

• have had the opportunity to review this Refund, Cancellation & Payment Policy;

• understand how fees, cancellations, and refunds are handled;

• understand that change-of-mind refunds are generally not provided once services have commenced;

• are aware of your rights under Australian Consumer Law;

• agree to abide by this Policy as part of your overall Agreement with NeuroNourishLab.

If you have any questions about this Policy, you are encouraged to ask before committing to a program or

ongoing service.