How cancellations, rescheduling, credits and refunds are managed for CC Coach sessions and packages.
This policy explains how refunds, cancellations, replacements, credits and remedies are managed for CC Coach. Nothing in this policy limits rights that may apply under the Australian Consumer Law. Refunds and remedies depend on the type of product or service purchased, the reason for the request, whether the product or service has been accessed or delivered, and whether a major or minor problem exists.
CC Coach, part of Career Calling International Pty Ltd (ABN 53 162 651 238) and the wider CAQA Groups family, provides career coaching, mentoring support, interview preparation and coaching packages for individuals and organisations. This policy applies to those services.
This website does not operate an online checkout or shopping cart. Fees for coaching sessions, session packs and packages are quoted and agreed before an engagement begins, and payments are arranged directly with us by invoice or another agreed method. Because bookings and paid engagements exist for coaching services, the cancellation and refund position below applies to them.
You may reschedule a confirmed session without charge by giving at least two business days' notice before the session start time. Requests made with less notice will be accommodated where reasonably possible; where a coach has reserved time and cannot re-book it, a late change may be treated as a delivered session or attract a rescheduling fee, which we will tell you about before it is applied. We take a common-sense approach to genuine emergencies.
If you cancel a session, session pack or package before any coaching has been delivered, you are entitled to a refund of fees paid, less any non-recoverable costs or preparatory work already reasonably incurred and disclosed to you.
If you cancel part-way through a session pack or package, sessions already delivered are charged at the agreed rate and are not refundable for change of mind. Fees paid for sessions not yet delivered will be refunded or, if you prefer, held as a credit towards future coaching. Where a package price included a bundled discount, the delivered sessions may be recalculated at the standard single-session rate before the unused balance is refunded.
If you do not attend a confirmed session and have not contacted us beforehand, the session may be treated as delivered. Where circumstances beyond your control caused the absence, contact us and we will look for a fair outcome, such as rescheduling the session.
If we need to cancel or move a session, we will give you as much notice as possible and offer a replacement time. If no suitable time can be agreed, the affected session will be refunded in full. If a coach becomes unavailable during a package, we will offer a suitable alternative coach or refund the undelivered balance.
Coaching programs sponsored by an employer or organisation, including graduate cohorts and team programs, are governed by the written terms agreed with that organisation. Where those terms are silent, this policy applies.
Our services come with guarantees that cannot be excluded under the Australian Consumer Law, including that services will be provided with due care and skill, be fit for the purpose made known to us, and be supplied within a reasonable time. If a service fails to meet a consumer guarantee, you may be entitled to a remedy: for a minor failure, we may re-supply or fix the service; for a major failure, you may cancel the engagement and obtain a refund for services not delivered, or seek compensation for any reduction in value. Refunds are not provided for change of mind about services already delivered, although we will always listen to feedback.
Refund and credit requests should be made to info@caqa.com.au or by phone on 1800 266 160, and can also be lodged through the contact page. Please include your name, booking details and the reason for the request. We aim to acknowledge requests within five business days, and approved refunds are processed to the original payment method within ten business days of approval.
Questions about this policy can be directed to info@caqa.com.au, by phone on 1800 266 160, or through the contact page.
