Refund Policy

1. Australian Consumer Law

Our goods and services come with guarantees that cannot be excluded under the Australian Consumer Law.

You may be entitled to a refund, replacement, repair, credit or other remedy where required by law, including where goods or services:

• are faulty;
• are not of acceptable quality;
• are not fit for a disclosed purpose;
• do not match their description;
• do not match a sample or demonstration model;
• are not provided with due care and skill;
• are not supplied within a reasonable time, where no time was agreed; or
• otherwise fail to meet applicable consumer guarantees.

Where Australian Consumer Law applies, this Refund Policy is subject to those rights.

2. Directory Memberships and Listing Subscriptions

Pilates.com.au offers directory memberships and business listing subscriptions, which may include free, paid, enhanced, premium, featured or sponsored listing options.

Membership and listing fees may cover, depending on the selected plan:

• business profile publication;
• directory listing access;
• visibility in search results;
• location/category placement;

• image uploads;
• website links;
• booking links;
• video embeds;
• profile editing access;
• enhanced SEO listing features;
• featured placement;
• promotional visibility;
• lead capture tools;
• dashboard access; and
• other membership benefits.

2.1. Subscription Cancellations

You may cancel your subscription at any time through your account dashboard or by contacting us.

Unless otherwise stated:

• cancellation stops future billing;
• your current paid access continues until the end of the current billing period;
• no refund is provided for the unused portion of a current monthly or annual billing period, except where required by law;
• your listing may be downgraded, hidden or converted to a free/basic listing at the end of the billing period.

2.2. Monthly Memberships

Monthly membership fees are billed in advance.

Refunds are generally not provided for monthly memberships once the billing period has commenced, except where:

• a duplicate payment was made;
• an incorrect amount was charged;
• a technical error prevented access to the purchased membership features;
• the service materially failed to match what was advertised; or
• a refund is required under Australian Consumer Law.

2.3. Annual Memberships

Annual membership fees are billed in advance.

Annual memberships may be cancelled at any time to prevent renewal. However, unless otherwise required by law, refunds are not provided for unused months after the annual membership has commenced.

At our discretion, we may offer a partial credit toward another Pilates.com.au service.

2.4. Free Trials, Introductory Offers and Discounted Plans

Where a free trial, introductory offer or discounted plan is provided:

• the offer terms will be shown at the time of purchase or registration;
• it is your responsibility to cancel before the first paid billing date if you do not wish to continue;
• refunds are not generally provided where you forget to cancel before the billing date;
• we may, at our discretion, consider refund requests made promptly after the first billing date.

3. Featured Listings, Sponsored Placements and Advertising

Fees for featured listings, sponsored placements, homepage placements, category placements, banner advertising, badge promotions, newsletter features, sponsored articles or other promotional services are generally non-refundable once the campaign, placement or promotional period has commenced.

This is because the promotional inventory may have already been reserved, published, displayed or made unavailable to other advertisers.

Refunds may be considered where:

• the advertisement or placement was not published due to our error;
• the wrong placement was provided;
• there was a duplicate charge;
• a technical failure substantially prevented the placement from being displayed; or
• a refund is required by law.

Pilates.com.au does not guarantee a specific number of leads, clicks, enquiries, bookings, views, rankings, sales or search engine results from any featured listing, advertisement or promotional placement.

4. Listing Approval, Refusal, Suspension or Removal

Pilates.com.au reserves the right to refuse, suspend, downgrade or remove listings that, in our reasonable opinion:

• are misleading, inaccurate or incomplete;
• breach our Terms and Conditions;
• breach our content standards;
• breach intellectual property rights;
• include false qualifications or unverifiable claims;
• are inappropriate for the Pilates.com.au platform;
• promote unsafe, unlawful or misleading products or services;

• misuse reviews, badges, claims or qualifications;
• are associated with spam, scams or fraudulent activity.

If a paid listing is refused before publication, we may provide a refund, less any reasonable administration, payment processing or setup costs where applicable.

If a listing is removed or suspended because of a breach of our Terms and Conditions, no refund will usually be provided.

5. Business Information, Listing Accuracy and No Guarantee of Results

Business members and sellers are responsible for ensuring that all listing information is accurate, lawful, up to date and not misleading.

This includes, but is not limited to:

• business name;
• contact details;
• address;
• pricing;
• qualifications;
• services;
• class types;
• booking links;
• availability;
• offers;
• images;
• descriptions;
• health, rehabilitation or therapeutic claims;
• product descriptions;
• delivery details; and
• refund/return terms.

Pilates.com.au is not responsible for lost enquiries, failed bookings, incorrect customer contact, reduced ranking, search issues or missed opportunities caused by inaccurate, incomplete or outdated information supplied by a member, seller or business owner.

No refund is provided simply because a listing, advertisement or membership does not generate the number of leads, clicks, bookings, clients, sales or enquiries expected.

6. Marketplace Products and Third-Party Sellers

Pilates.com.au may allow third-party sellers, suppliers, studios, instructors or businesses to list products, equipment, accessories, courses, workshops or services through the website.

Unless clearly stated otherwise, products or services listed by third-party sellers are sold by the seller, not by Pilates.com.au.

Where you purchase from a third-party seller:

• your contract of sale is with the seller;
• the seller is responsible for the product or service description;
• the seller is responsible for fulfilment, delivery and supply;
• the seller is responsible for any applicable warranties;
• the seller is responsible for returns, repairs, replacements and refunds;
• the seller is responsible for compliance with Australian Consumer Law and other applicable laws;
• you should contact the seller directly with any refund, return, exchange, delivery, warranty or product issue.

Pilates.com.au may assist with communication where reasonable, but we are not responsible for resolving every dispute between buyers and third-party sellers.

7. Physical Goods Purchased Through the Website

Physical goods may include, but are not limited to:

• Pilates equipment;
• reformers;
• barrels;
• chairs;
• mats;
• bands;
• rings;
• rollers;
• accessories;
• apparel;
• books;
• DVDs;
• studio supplies;
• used equipment;
• other Pilates-related products.

7.1. Goods Sold Directly by Pilates.com.au

Where goods are sold directly by Pilates.com.au, refund and return requests must be made within a reasonable time after receipt.

Goods should generally be returned:

• unused;
• undamaged;
• in original packaging where possible;
• with all accessories, manuals and included parts;

• with proof of purchase.

You may be entitled to a refund, replacement or repair where the product fails to meet a consumer guarantee.

We are not required to provide a refund where you:

• change your mind;
• ordered the wrong item;
• found the item cheaper elsewhere;
• damaged the item through misuse;
• failed to follow instructions;
• caused normal wear and tear;
• no longer need the product;
• selected the wrong size, colour or model;
• knew about a fault before purchase.

However, we may offer a return, exchange or credit at our discretion.

7.2. Goods Sold by Third-Party Sellers

Where goods are sold by a third-party seller, you must contact the seller directly for all:

• refund requests;
• return requests;
• warranty claims;
• delivery issues;
• product faults;
• missing parts;
• incorrect items;
• damaged items;
• exchanges;
• disputes.

Pilates.com.au may provide the seller’s contact details or assist with platform-related communication where appropriate, but the seller remains responsible for the transaction.

8. Used Equipment and Private Seller Listings

Pilates.com.au may allow sellers to list used Pilates equipment or second-hand goods.

Used equipment may include:

• reformers;
• trapeze tables;
• Wunda Chairs;
• barrels;
• mats;
• springs;

• frames;
• studio equipment;
• accessories;
• other second-hand items.

Unless expressly stated otherwise, Pilates.com.au does not inspect, test, certify, warrant or guarantee the condition, safety, authenticity, suitability, delivery, ownership, availability or accuracy of used equipment listings.

Buyers should make their own enquiries before purchasing, including:

• inspecting the item where possible;
• confirming condition;
• checking measurements;
• checking compatibility;
• confirming brand/model;
• confirming inclusions and missing parts;
• checking wear and tear;
• asking about repairs or modifications;
• confirming pickup/delivery arrangements;
• confirming seller identity;
• confirming payment terms;
• obtaining a receipt or written agreement.

If you purchase from a private seller, your rights may differ from purchases made from a business seller. You should seek your own advice if unsure.

Pilates.com.au is not responsible for disputes between buyers and private sellers, including disputes about condition, payment, delivery, change of mind, safety, missing parts or suitability.

9. Delivery, Shipping and Product Availability

For goods sold by third-party sellers, the seller is responsible for:

• shipping costs;
• delivery timeframes;
• tracking information;
• packaging;
• insurance;
• delivery delays;
• damaged delivery;
• lost items;
• pickup arrangements;
• stock availability;
• backorders;
• customs/import duties where applicable.

Any delivery issue should be raised directly with the seller.

Where Pilates.com.au sells a product directly, delivery terms will be displayed at checkout or in the relevant product description.

Pilates.com.au is not responsible for delivery delays caused by postal services, courier services, customs, third-party sellers, incorrect addresses supplied by buyers or events outside our reasonable control.

10. Digital Products, Downloads, Courses and Online Content

Digital products may include:

• downloadable videos;
• online courses;
• PDFs;
• eBooks;
• exercise guides;
• educational materials;
• webinars;
• recordings;
• templates;
• digital memberships;
• other online content.

Digital products are generally non-refundable once access has been provided, the download has been made available, or the course/content has been accessed, except where required by Australian Consumer Law.

Refunds may be considered where:

• the digital product is faulty;
• access was not provided due to our technical error;
• the product was materially different from its description;
• duplicate payment occurred;
• the wrong product was supplied;
• a refund is required by law.

No refund is provided where you:

• change your mind;
• do not complete the course;
• decide the content is not suitable after access;
• fail to use the content;
• have insufficient internet, device or software compatibility unless we failed to disclose a specific technical requirement;
• expected a different result not promised in the product description.

11. Courses, Workshops, Events and Training

Courses, workshops, seminars, masterclasses and events may be provided by Pilates.com.au or by third-party providers.

11.1. Events Provided by Pilates.com.au

Unless otherwise stated on the event page:

• cancellations made more than 14 days before the event may be eligible for a refund or credit;
• cancellations made 7–14 days before the event may be eligible for a credit or partial refund at our discretion;
• cancellations made less than 7 days before the event are generally non-refundable;
• no-shows are non-refundable;
• transfers to another person may be allowed with prior approval.

If Pilates.com.au cancels an event, we will generally offer a refund, credit or transfer to a future event.

11.2. Events Provided by Third-Party Providers

If a course, workshop or event is provided by a third-party provider, the provider’s own refund, cancellation and transfer terms apply.

You should contact the provider directly for all refund, cancellation, credit, transfer, attendance or access questions.

Pilates.com.au is not responsible for the content, delivery, quality, cancellation, rescheduling or refund handling of third-party courses, workshops or events unless we are expressly stated to be the seller or organiser.

12. Health, Fitness and Professional Services

Pilates.com.au may list studios, instructors, physiotherapists, rehabilitation providers, wellness practitioners, education providers and other professionals.

Pilates.com.au is a directory and platform. We do not guarantee:

• the suitability of any provider;
• the outcome of any session, class, course, treatment or consultation;
• the qualifications or credentials of every listed provider unless expressly verified;
• the accuracy of every claim made by a listed provider;
• the availability of appointments;
• the quality of a third-party service.

Refunds for classes, consultations, sessions, appointments, workshops or services booked directly with a listed business must be requested from that business directly.

Pilates.com.au is not responsible for refunds, cancellations, no-shows, injuries, service dissatisfaction or disputes relating to third-party services booked outside our platform.

13. Lead Generation and Enquiry Services

Pilates.com.au may provide enquiry, lead generation or referral services to listed businesses.

Unless otherwise agreed in writing:

• payment for advertising or membership does not guarantee leads;
• payment for lead access does not guarantee conversion into clients;
• Pilates.com.au does not guarantee the accuracy, intent or quality of every enquiry;
• refunds are not provided for leads that do not convert;
• businesses are responsible for promptly following up with enquiries.

If a lead is clearly duplicated, fraudulent, invalid or generated by a technical error, we may offer a credit or replacement lead at our discretion.

14. Payment Errors, Duplicate Charges and Billing Issues

If you believe you have been charged incorrectly, please contact us as soon as possible.

We will review refund requests for:

• duplicate payments;
• incorrect amounts charged;
• subscription billing errors;
• unauthorised renewals caused by our system error;
• failure to apply a valid discount code due to our error;
• payment processing errors.

Approved refunds will usually be returned to the original payment method.

Depending on your bank, payment provider or card issuer, refunds may take several business days to appear in your account.

15. Chargebacks and Payment Disputes

If you have a billing concern, please contact us before lodging a chargeback or payment dispute.

Where a chargeback is lodged without first contacting us, we may:

• suspend the relevant account;

• pause the relevant listing;
• restrict access to paid features;
• provide transaction records to the payment provider;
• recover reasonable costs where permitted by law.

This does not limit your rights under Australian Consumer Law or your rights with your bank or payment provider.

16. Change of Mind

Unless otherwise required by law, refunds are not generally provided for change of mind.

This includes where you:

• no longer need the product or service;
• found an alternative provider;
• expected more enquiries or bookings;
• forgot to cancel a subscription;
• selected the wrong membership tier;
• purchased the wrong digital product;
• did not use the service;
• changed business direction;
• closed or sold your business;
• did not complete your profile;
• did not upload images or content;
• did not supply required information.

We may consider credits, transfers or account adjustments at our discretion.

17. How to Request a Refund

To request a refund, please contact us with:

• your full name;
• business name, if applicable;
• account email address;
• order number or transaction reference;
• date of purchase;
• item, listing, membership or service purchased;
• reason for refund request;
• any supporting evidence, such as screenshots, photos or correspondence.

Refund requests can be made by:

• logging into your account and checking Billing/Orders, where available; or
• contacting Pilates.com.au support.

Email: admin@pilates.com.au Postal address: Australian Pilates Directory PO Box 1099 Chatswood NSW 2057 Australia

18. Refund Assessment Timeframes

We aim to review refund requests within a reasonable time.

Where approved, refunds are generally processed to the original payment method. Your bank or payment provider may take additional time to make funds available.

If we need further information to assess your request, we may ask you to provide additional details, images, seller correspondence, proof of purchase or other supporting documentation.

19. Third-Party Payment Processing Fees

Where permitted by law, payment processing fees, bank fees, currency conversion fees, platform fees or third-party transaction charges may be non-refundable.

If a refund is required under Australian Consumer Law, this section will not limit your legal rights.

20. Currency, Taxes and International Transactions

Unless otherwise stated, prices on Pilates.com.au are displayed in Australian dollars.

Where GST applies, it will be shown in accordance with applicable tax requirements.

Pilates.com.au is not responsible for foreign exchange fees, international bank fees, card issuer fees or currency conversion differences charged by your bank or payment provider.

21. Contacting Third-Party Sellers

If your purchase was made from a third-party seller, you should contact the seller directly first.

When contacting the seller, include:

• your order number;
• date of purchase;
• item purchased;
• description of the problem;
• photos or videos if relevant;
• preferred remedy, such as refund, repair, replacement or exchange.

If you cannot resolve the issue with the seller, you may contact Pilates.com.au and we may, at our discretion, assist with communication or review whether the seller has breached our platform terms.

Pilates.com.au does not guarantee that it can resolve all disputes between buyers and sellers.

22. Platform Role and Marketplace Disclaimer

Pilates.com.au provides an online platform that may allow independent businesses, studios, instructors, suppliers, educators and sellers to promote or sell goods and services.

Unless expressly stated otherwise:

• Pilates.com.au is not the manufacturer of third-party goods;
• Pilates.com.au is not the supplier of third-party services;
• Pilates.com.au is not responsible for third-party stock availability;
• Pilates.com.au is not responsible for third-party delivery;
• Pilates.com.au is not responsible for third-party warranties;
• Pilates.com.au is not responsible for third-party service outcomes;
• Pilates.com.au does not endorse every claim made by sellers or listed businesses;
• Pilates.com.au does not guarantee the safety, suitability or quality of third-party goods or services.

Any contract for third-party goods or services is between the buyer and the relevant seller or service provider.

23. Policy Updates

We may update this Refund Policy from time to time.

The version published on pilates.com.au at the time of your purchase will generally apply to that purchase, unless a change is required by law or is more favourable to you.

Continued use of Pilates.com.au after an updated Refund Policy is published means you accept the updated policy for future purchases.

24. Contact Us

For refund enquiries, billing issues or policy questions, contact: Australian Pilates Directory PO Box 1099 Chatswood NSW 2057 Australia Email: admin@pilates.com.au Website: pilates.com.au