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Complaints and Refund Policy for courses and programs

Complaints and Grievance Resolution Policy


If you encounter any concerns or grievances related to Tracy Cooke, Souluminous
Natural Therapies, the course, fellow students, or any program-related matters, please
follow our Complaints and Grievance Resolution Policy as outlined below:


Submission of Complaint or Grievance: To address your complaint or grievance,
kindly submit it in writing via email to Tracy at tracy@souluminous.net.au.


Response Time: We are committed to addressing your concerns promptly. Expect a
written response within 7 working days.


Seeking a Review: If our response does not resolve your complaint or grievance to
your satisfaction, you have the option to request a review.


Review Process: Should you remain dissatisfied with our response or require further
assistance, you may seek a review by contacting Consumer Affairs NSW through their
webpage at https://www.fairtrading.nsw.gov.au/


We highly value your feedback and are committed to resolving any issues you may
encounter during your program participation. Ensuring your satisfaction is a top
priority, and we are determined to provide a transparent and equitable resolution
process.

Program Refund Policy


Pre-Program Refund Request: Prior to the Program commencement and before
accessing any content, you have the option to request a refund, minus a 10%
administration fee. To initiate this refund request, please submit a written request to
Tracy Cooke at tracy@souluminous.net.au.


Within 14 Days of Program Start: If you decide to seek a refund within 14 days of
beginning the program, you can do so, with a deduction of 10% as an administration
fee. Kindly make this request in writing to Tracy Cooke at tracy@souluminous.net.au.


No Refunds After 14 Days: Refunds will not be available for change of mind or any
other circumstances after the initial 14 days from the start of the program.


Extenuating Circumstances: In cases of illness or other exceptional changes in
personal circumstances that prevent the completion of the program within the specified
time frame, students can restart the program at a later date.This is only available on
programs with schedules (time limits) not on self-paced, no-time-limit programs.

Payment Fee Deduction: Please note that any Square, PayPal, or other payment
processing fees will be automatically deducted from the refund amount.

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