Refund & Money-Back Guarantee Policy

Effective Date: 01 June 2025

Applies To: Gym-based services, field-based training, athlete development programs, online/digital programs, and subscriptions.

1. Overview

At The Coach’s Assistant (TCA), we are committed to delivering high-quality services and programs to support athlete performance and development. This Refund & Money-Back Guarantee Policy outlines the conditions under which clients may request a refund, credit, or reschedule of services.

This policy complies with the Australian Consumer Law (ACL) and includes additional guarantees for international clients accessing our online offerings.

2. Australian Consumer Guarantees

Under ACL, clients are entitled to a refund, replacement, or reschedule if a service:

· Is not delivered with due care and skill;

· Is not fit for its intended purpose;

· Is significantly different from what was advertised or agreed upon.

These rights cannot be excluded, restricted, or modified.

3. General Refund Conditions

Refunds or credits may be considered under the following conditions:

Situation Refund Credit/Reschedule Conditions

Program cancelled by

TCA ✅ Full refund ✅ Option to reschedule or credit Applies to any cancelled event/session

Situation Refund Credit/Reschedule Conditions

Client withdrawal

before program start ✅ Partial refund (less admin fee) ✅ Credit for future use 7 days' notice required

Missed sessions (no

show) ❌ No refund ❌ No reschedule Unless due to medical or emergency with documentation

Session missed due to

illness/injury ❌ No refund ✅ Reschedule or credit Medical certificate may be required

Digital program

dissatisfaction (within

guarantee) ✅ 100% refund ❌ Applies only to programs with published money-back guarantees

Technical issue with

digital content ❌ ✅ Reissue or replacement Proof of issue required

4. Money-Back Guarantee (If offered)

Our Money-Back Guarantee applies to the following services:

· Athlete Academy Programs

· Speed and Agility Programs

· Individualised Gym Programs (where athletes follow a personalised, coach-prescribed training plan)

This guarantee applies only to athletes who are on structured programs that include pre- and post-program testing as part of their progression tracking.

Eligibility Criteria

To qualify for a refund under our Money-Back Guarantee, you must meet all the following conditions:

1. 100% Attendance You must attend all scheduled training sessions as part of your program.

2. 100% Program Completion You must complete the entire program, including all exercises, drills, recovery protocols, and testing as prescribed by your coach.

3. Testing Compliance You must attend and actively participate in all required performance testing sessions before, during (if applicable), and after the program.

4. Active Engagement You must follow coaching instructions, submit any required logs or data (if applicable), and demonstrate a genuine effort to improve.

5. Subscriptions and Memberships

· Subscriptions auto-renew unless cancelled at least 7 days prior to the next billing date.

· No pro-rata refunds for unused time after cancellation.

· If your access was disrupted due to a fault on our end (e.g., website downtime), a credit may be issued upon request.

Please refer to our Subscription & Digital Product Terms for full conditions.

6. International Clients (Outside Australia)

Clients outside Australia may request a refund subject to the same principles outlined above. Local consumer protections will be respected where applicable, particularly for EU, UK, and New Zealand clients.

7. How to Request a Refund or Credit

To submit a request, email: [Insert Contact Email] with:

· Your full name and contact details

· The program or service in question

· Reason for the request

· Supporting documentation (if applicable)

We will respond within 5 business days and aim to resolve all claims within 10 business days.

8. Limitations

Refunds will not be granted for:

· Change of mind (except where required by ACL or local law)

· Failure to attend or complete a program without valid reason

· Dissatisfaction with results when the service was delivered as described

· Downloaded digital content or streamed media (unless defective)

9. Amendments

TCA reserves the right to update this policy periodically. The latest version will always be available on our website. Continued use of our services indicates acceptance of the updated policy.

Contact Information

The Coach’s Assistant (TCA) Email: coachsassist@gmail.com ABN: 88 636 872 403