Refunds and cancellations.

1. Your rights come first

Services come with consumer guarantees that can't be excluded (including under the Australian Consumer Law, which applies to Wellonis, and the consumer laws of your own country), including that they are supplied with due care and skill. Any cooling-off, cancellation or refund right you have by law applies in addition to this policy and overrides it. Nothing here limits those rights.

2. How payment works

Your coach supplies the coaching; Wellonis runs the marketplace and collects your payment on the coach's behalf. You pay only after your coach accepts your request, and Wellonis holds the coach's share until you've received what you paid for. It is not a trust or escrow account.

Plans: your coach sends the plan through Wellonis and you have 48 hours to accept it or report a problem. If you do neither, we treat it as accepted so the coach can be paid. Video calls: paid to the coach after a call they attended (same 48 hours). Extra messages: 48 hours after purchase.

The 48 hours only decide when the coach is paid. After they end you can still contact us about a problem and you keep all your legal rights.

3. Cancelling

Before your coach accepts: cancel the request at no cost. After paying but before the coach starts work: full refund. After the coach has started personalised work: we refund fairly for the work not yet done, unless the law gives you more.

Video calls can be cancelled from My coaches; the cancellation conditions are shown when you book. When a plan is cancelled, its upcoming calls are cancelled too.

4. When something goes wrong

Open My coaches → your plan → Report a problem (for example, the plan wasn't delivered, isn't made for you, or the coach missed a call). Money not yet paid to your coach is held while we look into it. Your coach sees the report and can reply, and our team decides, usually within 2 business days, with reasons.

If your coach cancels or doesn't deliver what you paid for, you get a full refund or another fix you agree to. If your coach doesn't join a video call you joined, that call is refunded automatically.

Approved refunds go back to the card you paid with; banks usually show them within 5 to 10 business days.

5. What is usually refunded

Plan not started or not as described: full refund. Plan partly delivered: a fair part of the price. Video calls and message packs already used: not normally refunded, unless they weren't provided with due care and skill.

6. Reps and vouchers

Reps have no cash value and are not refunded. If you used a Reps voucher on a package that is later refunded, the voucher part is returned as Reps, not cash.

7. Disputes and chargebacks

Please contact us before asking your bank for a chargeback; it is usually faster. You can always contact your card provider, a regulator such as the Office of Fair Trading Queensland, or a court. If a chargeback is made, Wellonis and the coach may share records of the booking with Stripe to respond. Questions: hello@wellonis.com. See also our Terms.