Refund & Cancellation Policy

This Refund and Cancellation Policy applies to all services and digital products purchased from Cyvra Pty Ltd, trading as LIZAMINDSETSHIFT ("we", "us", or "our"), through our website, payment links, invoices, booking platforms, or other authorised payment methods. By purchasing or booking any service or digital product from us, you agree to this policy.

1. Services Covered

This policy applies to:

• Free clarity calls;
• One-to-one coaching and healing packages;
• Group coaching and healing programs;
• Workshops, masterclasses, and memberships;
• Digital courses, recordings, audio files, workbooks, and downloadable materials; and
• Any other services or products offered by LIZAMINDSETSHIFT.

2. Coaching and Healing Disclaimer

Our coaching, healing, mindset, and personal-development services are intended to provide education, guidance, tools, practices, and support. Individual experiences and results may vary. Results depend on many factors, including participation, consistency, personal circumstances, willingness to complete recommended practices, and implementation of the guidance provided.

We do not guarantee any particular personal, emotional, relationship, career, financial, business, or health result. Our services are not a substitute for medical care, psychological or psychiatric treatment, counselling, legal advice, or financial advice.

3. Free Clarity Calls

Free clarity calls are provided at no cost and are therefore not eligible for a refund. Clients should provide at least 24 hours' notice if they need to cancel or reschedule a free clarity call. If a client does not attend or cancels with less than 24 hours' notice, we may choose not to offer another free clarity call.

4. One-to-One Coaching Packages

4.1 30-Day Money-Back Guarantee

We offer a voluntary 30-day money-back guarantee for eligible one-to-one coaching and healing packages. A client may request a refund if they are genuinely dissatisfied with the coaching service within the first 30 calendar days of the program. The 30-day period begins on the date of the client's first paid one-to-one session.

To qualify for the guarantee, the client must:

• Attend the scheduled sessions during the guarantee period;
• Participate honestly and actively;
• Make a reasonable effort to complete the agreed practices, exercises, or action steps;
• Raise any concerns and allow us an opportunity to address them; and
• Submit the refund request in writing within the 30-day period.

Where the request meets these conditions, we will cancel the remaining package and refund the amount paid for the eligible one-to-one package. The 30-day guarantee applies only to the client's first eligible one-to-one package. It does not restart when a package is renewed, extended, upgraded, or repurchased.

4.2 When the Guarantee May Not Apply

The voluntary guarantee may not apply where:

• The request is made after the 30-day period;
• The client has repeatedly missed or cancelled sessions;
• The client has not meaningfully participated;
• The client has not made a reasonable effort to follow the agreed practices;
• The client changed their mind without participating;
• The request relates to circumstances unrelated to the quality of the service;
• The client has breached our Terms and Conditions;
• The client has behaved abusively, threateningly, unlawfully, or inappropriately; or
• The client has copied, shared, distributed, or misused our confidential or copyrighted materials.

These conditions do not limit any rights that cannot legally be excluded under applicable consumer law.

4.3 Requests After 30 Days

After the 30-day guarantee period, one-to-one packages are generally non-refundable for change of mind or a decision not to continue. Where exceptional circumstances apply, we may consider offering, at our discretion:

• Rescheduling of remaining sessions;
• A temporary program pause;
• Credit towards another program;
• Transfer to a later program; or
• A partial refund for any undelivered services.

Any approved arrangement will be confirmed in writing.

5. Group Programs, Workshops, and Memberships

Payments for group programs, group healing sessions, workshops, masterclasses, and memberships are generally non-refundable once:

• The program has started;
• The client has attended a live session;
• Access to a community, portal, or program platform has been provided; or
• Recordings, workbooks, or other resources have been made available.

A cancellation request submitted at least 7 calendar days before the advertised start date may be considered. Where approved, we may offer a refund, credit towards another program, or transfer to a future program. If a client is unable to attend a live group session, a recording may be provided where recording access forms part of the purchased program. Missing a live session does not normally entitle the client to a refund.

6. Digital Courses and Recordings

Digital courses, video recordings, audio files, workbooks, templates, and downloadable materials are generally non-refundable once access has been provided, login details or access links have been issued, the content has been viewed, streamed, or downloaded, or the digital content has otherwise been delivered.

A refund, replacement, or correction may be provided where:

• The client was charged more than once for the same purchase;
• The client did not receive access because of an error caused by us;
• The digital product is materially different from its description;
• The content is defective or inaccessible and we are unable to correct the issue within a reasonable time; or
• A refund or remedy is required under applicable law.

Clients should contact us promptly and provide details of any technical issue. We may first attempt to restore access or correct the issue before providing a refund. A refund will not normally be provided because the client changed their mind, did not have time to access the content, did not complete the course, did not achieve the personal result they expected, experienced a problem caused by their own device or internet connection, or did not access the content within the stated access period.

7. Missed One-to-One Sessions

Clients are responsible for attending sessions at the agreed date and time. If a client does not attend a scheduled session and has not provided at least 24 hours' notice, the session may be treated as completed, the session fee may be forfeited, and the session may not be rescheduled or refunded. Exceptions may be considered for genuine emergencies or exceptional circumstances.

If a client arrives late, the session will normally finish at the originally scheduled time. If a client is more than 15 minutes late without notifying us, the session may be treated as a missed session.

8. Rescheduling by the Client

One-to-one sessions may be rescheduled by providing at least 24 hours' notice. Rescheduling requests may be submitted through the booking system, rescheduling link, email, or WhatsApp contact provided by us. Requests made with less than 24 hours' notice may be treated as a late cancellation, and the session may be counted as used.

Repeated rescheduling may affect the progress of the program. Where a client repeatedly reschedules or misses sessions, we may limit further rescheduling or pause the program. All sessions must be completed within the package period stated at enrolment unless an extension is agreed in writing. Unused sessions that expire because the client did not book or attend them within the program period are generally non-refundable.

9. Cancellation by the Client

Clients who wish to cancel a package, program, or service must notify us in writing. The cancellation date will be the date on which we receive the written request. Cancellation does not automatically create an entitlement to a refund. Refund eligibility will depend on the type of service purchased, whether the service or program has started, the amount of service already delivered, whether digital materials or recordings have been accessed, the 30-day guarantee conditions, the reason for cancellation, and applicable consumer law.

Where a payment plan has been agreed, cancelling participation does not automatically cancel future instalments. If a cancellation or refund is approved, we will confirm in writing whether any future instalments will be cancelled.

10. Cancellation or Rescheduling by Us

We may occasionally need to reschedule a session because of illness, emergency, technical problems, or circumstances outside our reasonable control. Where possible, we will provide reasonable notice and offer an alternative date or time.

If we cancel a session and cannot provide a suitable replacement, the client may choose a replacement session, a credit, an extension of the program period, or a refund of the amount reasonably attributable to the cancelled session. If we cancel an entire program before it starts, clients will receive a refund unless they choose to transfer their payment to another program. If we permanently discontinue a program after it has started and cannot provide a reasonable alternative, we will refund the amount attributable to the undelivered portion.

We may suspend or terminate a client's participation without a refund where the client engages in abusive, threatening, discriminatory, or disruptive behaviour, harasses the facilitator or other participants, shares confidential information about another participant, records sessions without permission, copies or distributes copyrighted materials, uses the service for an unlawful purpose, or seriously breaches our Terms and Conditions.

11. Payment Plans

A payment plan is a commitment to pay the agreed program price in instalments. It is not a pay-per-session arrangement unless stated otherwise in writing. Clients are responsible for ensuring that payments are made on time. If an instalment becomes overdue, we may temporarily suspend sessions, program access, community access, course-platform access, recordings, or digital materials. Where a refund is approved, the refund will be calculated based on the amount actually paid and the terms of this policy.

12. Promotional Offers and Bonuses

Free sessions, bonuses, additional support, gifts, recordings, or promotional materials do not have a cash value and cannot be exchanged for money. Where a refund is approved for a package that included bonuses, access to those bonuses will end when the refund is processed. Promotional or discounted purchases remain subject to this policy and applicable consumer law.

13. How to Submit a Refund or Cancellation Request

All refund and cancellation requests must be submitted in writing.

Email: contact@lizamindsetshift.com
Email Subject: Refund or Cancellation Request — [Client Name]

The request should include:

• Full name;
• Email address and telephone number used for the purchase;
• Name of the program or service;
• Purchase date;
• Payment receipt, transaction ID, or invoice number;
• Program commencement date;
• Reason for the request; and
• Requested resolution.

For requests under the 30-day one-to-one guarantee, the client should also explain which sessions they attended, which practices or exercises they completed, why they are dissatisfied, and whether they previously raised their concerns. We may request further information where reasonably necessary to assess the request.

14. Refund Review and Processing Time

We will normally acknowledge a written refund request within 3 business days. We aim to assess and respond to a complete request within 7 business days. Once a refund is approved, we will normally initiate it within 7 to 10 business days.

After the refund has been initiated, the time taken for the amount to appear in the client's account will depend on the payment provider, payment method, bank, card issuer, currency conversion, and international banking arrangements. The client's bank or payment provider may require an additional 5 to 15 business days to complete the refund.

Refunds will normally be returned through the original payment method, issued to the person or account that made the payment, and processed in the original transaction currency where supported. We are not responsible for exchange-rate differences, payment-provider charges, bank fees, or intermediary-bank fees that are outside our control.

15. Duplicate or Incorrect Payments

If a client believes they have been charged more than once or charged an incorrect amount, they should contact us as soon as possible. Once verified, any duplicate or incorrect payment caused by us or our payment system will be refunded to the original payment method.

16. Consumer Rights

Nothing in this policy excludes, restricts, or modifies any consumer guarantee, right, or remedy that cannot legally be excluded under the Australian Consumer Law or any other applicable law. The voluntary 30-day money-back guarantee is provided in addition to any rights available under applicable consumer law.

17. International Customers

We operate from Australia and may provide services to customers in India and other countries. International refunds may be affected by foreign exchange movements, payment-gateway requirements, international transfer fees, intermediary-bank charges, and overseas bank processing times. Nothing in this policy is intended to exclude any legal rights that cannot lawfully be excluded in the customer's country or region.

18. Contact Details

Legal Entity Name: Cyvra Pty Ltd
Trading Name: LIZAMINDSETSHIFT
ABN: 72 693 805 686

Business Address: Melbourne, 3149, Australia
Email: contact@lizamindsetshift.com
Phone/WhatsApp: +61 480 399 855
Website: https://lizamindsetshift.com/