Returns and Refunds

Last Updated: 31 October 2025
Version: 3.0

Mind to Muscle Fitness Pty Ltd (ABN: 53 660 077 994) is committed to transparency and fair treatment. This policy explains how we handle refunds, cancellations, and returns for all our services and products.

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Your Rights Under Australian Law

Your rights under the Australian Consumer Law (ACL) cannot be excluded or limited.

When you purchase our services or products, you have guaranteed rights including:

A refund or replacement if there's a major problem with what we provide
Compensation for any reasonably foreseeable loss or damage
Services delivered with proper care, skill, and within a reasonable timeframe
Products and services that match their description and are fit for purpose

Nothing in this policy reduces these rights. If we've failed to meet these guarantees, we'll make it right—regardless of any timeframes or conditions mentioned below.

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What This Policy Covers

We offer three main ways to purchase from us:

Upfront packages – Pay once for a set number of sessions, a program, or course
Ongoing memberships – Regular weekly, fortnightly, or monthly billing
Events and digital content – One-off courses, workshops, or online materials

Each has different refund rules, which we'll explain clearly below. We also offer a 30-Day Money-Back Guarantee for your first purchase with us.

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30-Day Money-Back Guarantee

Simply put: Try us risk-free for 30 days

If you're not happy with your first purchase, we'll give you a full refund within the first 30 days. No complicated forms, no hassles.

Who's eligible?

This guarantee covers your first-ever purchase with Mind to Muscle Fitness, whether that's a package or a membership. It doesn't apply to renewals, add-ons, or additional purchases.

To qualify, you need to:

Request your refund within 30 days of your purchase date (or first billing date for memberships)
Have completed our onboarding process
Have attended or accessed the service at least once

We include these requirements because we want you to genuinely try our service—that's the only way you'll know if it's right for you.

What you'll get back

We'll refund 100% of what you paid to us.

In rare cases, we might deduct third-party costs (like equipment you ordered from an external supplier). We'll only do this if:

We told you about these costs before you purchased
We've actually paid these costs and can't get the money back
Australian Consumer Law allows us to deduct them

If you received physical products, please return them unused and in their original condition.

What's not covered

Your second, third, or any repeat purchases
Fees for sessions you missed without giving us proper notice
Services you've completely used up

How to request your refund

Email us: accounts@mindtomusclefitness.com.au
Subject line: "30-Day Money-Back Guarantee"
Include: Your name, what you purchased, when you purchased it, and a brief reason why

Call: 0433 923 570

Or write to: Mind to Muscle Fitness, Unit 2, 24 Durgadin Drive, Albion Park Rail, NSW, 2527

We'll acknowledge your email within 2 business days, make our decision within 10 business days, and process your refund within another 10 business days. You'll receive your money back the same way you paid.

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Upfront Packages (Session Packs, Programs, Courses)

Before you start

Changed your mind before your first session? No problem. Email or call us before your start date and we'll refund you in full. We may need to deduct unavoidable third-party costs if we told you about them beforehand.

In your first 30 days

You're covered by our 30-Day Money-Back Guarantee (see above).

After 30 days

We generally don't offer refunds once you've started using your package. However:

We must give you a refund where certain conditions are met:

We failed to deliver services with proper care and skill
The service wasn't what we described
Any other situation where Australian Consumer Law requires it

We might offer alternatives:

Pro-rata credit for unused sessions (at our discretion)
One-time transfer to someone else you've nominated (subject to our approval and capacity limits)

When sessions expire or you don't show up

Packages have expiry dates—we'll tell you these when you purchase. Sessions expire in accordance with these dates, and we can't refund expired sessions unless the expiry term is unreasonable under consumer law.

If you miss a session without giving us at least 12 hours' notice, that session is typically forfeited (as outlined in our Terms of Service). We can't refund no-shows.

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Ongoing or Subscription-Based Memberships

Cancelling is straightforward

You can cancel anytime with either:

Email: accounts@mindtomusclefitness.com.au
Call: 0433 923 570
Visit us in person

Your cancellation takes effect at the end of your current billing cycle. We'll send you written confirmation within 5 business days.

Exception: If you're within your first 30 days, our Money-Back Guarantee applies and you'll get an immediate refund. Also, if Australian Consumer Law requires it (for example, we've failed to deliver the service), cancellation and refund may be immediate.

Need a break? You have the option to pause or suspend your membership

Life happens. You can pause your membership for:

Medical reasons or injury (we may ask for a medical certificate)
Extended travel
Temporary financial difficulty
Other reasonable circumstances

While paused, we stop charging you. You can pause for an unlimited time per calendar year, though each suspension requires a start and end date. If you need to extend the suspension, please contact us and we will amend the suspension. Just contact us with your reason and any supporting documents (if required).

Refunds for memberships

First 30 days: Covered by our Money-Back Guarantee.

After 30 days: We don't typically provide refunds for past billing periods. However, we must refund you if:

We didn't provide the services you paid for
Our services failed to meet consumer guarantees
Australian Consumer Law otherwise requires it

In these cases, we'll provide an appropriate remedy—whether that's re-supplying the service, offering credits, or issuing a refund.

If we increase our prices

We'll give you at least 30 days' written notice before any price increase. You're free to cancel before the new price starts, with no penalty.

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Events, Courses & Digital Content

In-person events and workshops

Cancel at least 7 days before the event starts, and we'll refund you or offer a credit.

Cancel within 7 days of the event, and we may offer a credit for a future event (at our discretion). However, your consumer rights under the ACL still apply regardless of timing.

Digital downloads and streaming content

Once we've given you access to digital content, we can't offer refunds—unless:

The content is defective, corrupted, or won't load properly
It's substantially different from how we described it
It doesn't meet the quality standards guaranteed under consumer law

If any of these apply, contact us and we'll fix it or refund you.

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Third-Party Products or Services

We sometimes recommend or supply products from trusted partners—things like supplements, apparel, or equipment.

If you purchase these through us, your consumer guarantee rights under the ACL still apply to us as the seller. We'll work with you to resolve any issues, though we may need to liaise with the supplier to do so.

If you purchase directly from a third-party supplier (not through us), refunds are handled according to that supplier's policy. We're happy to help you navigate any issues where we can.

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Health & Safety Considerations

Your safety is our top priority. We reserve the right to refuse or cancel services if, in our professional judgment, your participation would be unsafe, medically inadvisable, or inconsistent with our duty of care.

If this situation arises, we'll discuss it with you openly and provide a fair remedy in accordance with this policy and the Australian Consumer Law. This might include a refund, credit toward alternative services, or another appropriate solution.

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Payment Disputes or Chargebacks

If you think we've charged you incorrectly, please contact us first so we can sort it out quickly. We're committed to resolving payment issues fairly and promptly.

A note about chargebacks: If you initiate a bank or card chargeback while we're already processing your refund, it may delay your reimbursement or result in duplicate processing. We handle all payment disputes transparently, so reaching out to us directly is usually the fastest path to resolution.

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How Our Refund Process Works

Here's what happens when you request a refund:

You contact us – Email, call, or visit us with your request
We acknowledge it – Within 2 business days
We review your request – We may need to ask you a few questions; we'll make our decision within 10 business days
We process your refund – If approved, you'll receive your money within 10 business days via your original payment method

We aim to make this as smooth as possible. If we need to decline your request, we'll explain why and outline any alternatives or rights you have.

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Not Happy with Our Decision?

We want to resolve any concerns you have. Here's how to escalate:

Step 1: Talk to us

Email accounts@mindtomusclefitness.com.au or call 0433 923 570 and speak with the Director. We'll do our best to find a solution.

Step 2: Formal Complaint

If you're still not satisfied, send us a written complaint. We'll respond within 10 business days.

Step 3: External Resolution

If you are still not satisfied, or a suitable solution met, you can contact:

NSW Fair Trading

Phone: 13 32 20
Website: fairtrading.nsw.gov.au

Australian Competition & Consumer Commission (ACCC)

Phone: 1300 302 502
Website: accc.gov.au

These organizations can provide free assistance and advice about your consumer rights.

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Mind to Muscle Fitness Pty Ltd

ABN: 53 660 077 994

Email: enquiries@mindtomusclefitness.com.au

Phone: 0433 923 570

Address: Unit 2, 24 Durgadin Drive, Albion Park Rail, NSW, 2527

Website: www.mindtomusclefitness.com.au

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Changes to This Policy

We may update this policy occasionally to reflect changes in our services or legal requirements. The latest version will always be available on our website at www.mindtomusclefitness.com.au.

If we make significant changes, we'll notify active members via email at least 30 days before the changes take effect.

This policy is governed by the laws of New South Wales, Australia.

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Related Policies

For complete information about your rights and our commitments, please review:

All policies are available on our website and at our facility.

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Policy Ownership & Review

Policy Owner: Mind to Muscle Fitness Pty Ltd – Management Team
Review Frequency: Annually, or as required by law or business changes
Next Review Date: October 2026

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This policy complies with the Australian Consumer Law and other applicable Australian laws and regulations.