Refund Policy

Serene Solutions Counselling and Social Services

Purpose

Serene Solutions Counselling and Social Services is committed to providing professional, ethical, and transparent services. This Refund Policy outlines the circumstances under which refunds may be considered.

Professional Services

Counselling, psychotherapy, social work, hypnotherapy, assessments, reports, workshops, and related professional services involve the provision of time, expertise, preparation, clinical judgment, and professional knowledge.

Once a service has been provided, attended, or substantially delivered, it cannot be returned, recovered, or reused. For this reason, fees for services already rendered are generally non-refundable.

Refunds for Services

Refunds will generally not be provided for:

• Attended appointments

• Completed counselling sessions

• Completed psychotherapy or hypnotherapy sessions

• Social work services already delivered

• Completed assessments

• Written reports already prepared or issued

• Court attendance or court-related preparation already undertaken

• Workshops, groups, or training sessions already attended

• Missed appointments

• Late cancellations that fall within the cancellation period outlined in our Cancellation Policy

A client's dissatisfaction with the outcome of a service does not automatically entitle them to a refund, as professional services are provided on a best-practice basis and specific outcomes cannot be guaranteed.

Overpayments and Incorrect Payments

Refunds may be provided where:

• A payment has been made in error.

• A duplicate payment has been processed.

• An overpayment has occurred.

• An administrative billing error has been identified.

• A payment has been applied to the incorrect client account.

Where a refund is approved, Serene Solutions may request verification of the payment before processing the refund.

Approved refunds will generally be returned using the original payment method wherever possible.

Prepaid Services

Where services have been prepaid but not yet provided, clients may request cancellation in accordance with any applicable service agreement or cancellation terms.

Any refund may be adjusted to account for:

• Services already delivered;

• Administrative costs already incurred;

• Resources already provided;

• Non-refundable third-party costs.

Australian Consumer Law

Nothing in this policy excludes, restricts, or modifies any rights or remedies available under the Australian Consumer Law.

Clients may be entitled to remedies where services have not been provided with due care and skill or where consumer guarantees under Australian law apply.

Processing Timeframes

Where a refund is approved, Serene Solutions will endeavour to process the refund within 14 business days of approval.

Processing times may vary depending on banking institutions and payment providers.

Requests for Refunds

Refund requests should be submitted in writing and include:

• Client name

• Date of service or payment

• Amount paid

• Reason for the refund request

• Supporting documentation where applicable

Requests may be sent to:

Serene Solutions Counselling and Social Services

Email: admin@serenesolutions.com.au

Phone: 0430 620 234

Policy Review

This Refund Policy may be reviewed and updated periodically to reflect changes in legislation, professional standards, business practices, or service delivery requirements.