REFUND POLICY

Last Updated: 07 December 2025  Business Name: The Animal Assisted Therapist t/a Deena Cooper - Psychologist / Deena Cooper - Performance Psychologist / Deena Cooper - Equestrian Performance Psychologist

1. Australian Consumer Law

Our goods and services come with guarantees that cannot be excluded under the Australian Consumer Law (ACL).

• For Major Failures: You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage.

• For Minor Failures: You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

2. Digital Products (Courses, Webinars, Downloads)

2.1 No Refunds for "Change of Mind"

Due to the digital nature of our products, purchase grants immediate access to the full content. Therefore, strictly in accordance with Australian Consumer Law, we do not offer refunds for:

• Change of mind (e.g., "I decided I don't want it anymore").

• Finding the content "too hard" or "too easy" (please read the course description carefully before purchasing).

• Financial hardship after the purchase has been made.

• Failure to use or complete the course.

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2.2 Exceptions (Technical Faults)

We will offer a refund, repair, or replacement if the digital product is technically faulty (e.g., the video files are corrupt and cannot be played) and we are unable to fix the issue within a reasonable timeframe.

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3. Services (1:1 Coaching or Consultations)

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3.1 Cancellation Policy (Individual Sessions)

Your appointment time is reserved exclusively for you. If you need to cancel or reschedule, we require a minimum of 48 hours' notice in writing.

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3.2 Late Cancellations & No Shows

• Full refunds are provided for appointments cancelled with more than 48 hours notice. Cancellations between 48 hours and 24 hours notice will be refunded minus a $50 late cancellation fee. Cancellations within 24 hours of your scheduled appointment will incur the full scheduled fee (no refund will be given).

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3.3 Exceptional Circumstances

We understand that emergencies and illness happen. We may, at our sole discretion, waive the cancellation fee in the event of an unusual and genuine emergency.

4. Events, Workshops & Clinics

4.1 Ticket Refunds Tickets to live events are non-refundable but may be transferable to another person if you notify us in writing at least [7] days prior to the event.

 

4.2 Event Cancellation

If Deena Cooper - Psychologist cancels an event due to weather, illness, or unforeseen circumstances, you will receive a full refund of the ticket price. We are not responsible for any travel, lost work, or accommodation costs you may have incurred.

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5. How to Request a Refund

If you believe you are entitled to a refund under the Australian Consumer Law (e.g., a technical fault), please contact us within 7 days of purchase.

• Email: deena@deenacooper.com.au

• Subject: Refund Request – [Invoice Number]

• Details: Please include a description of the fault and any screenshots if applicable.

We will assess your request and aim to respond within 10 business days.