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refund policy

1. Introduction

The Australian Consumer Law sets out consumer rights that are called consumer guarantees. These include your rights to a repair, replacement or refund where a product or service you buy fails to meet our consumer guarantee.

2. Purpose and scope

This policy applies to the refund of mentoring fees that have been paid by students/parents (‘You’ or ‘you’) to LIZA HILDRETH teen mentor and teenmentor.com.au (‘LIZA HILDRETH’).

3. Background

LIZA HILDRETH offers two payment methods to pay for mentoring fees:

  • Pay as you go – payment for mentoring services is processed prior to the usual scheduled session.
  • Pre-paid package – a bundle of weeks purchased upfront with additional services provided. Pre-paid packages are not refundable other than under clause 4 of this Policy.

LIZA HILDRETH offers two services:

  • One-to-one mentoring programs (‘Individual Mentoring’) and;
  • Small group community-based mentoring programs (‘Community Experiences’).

If you signed up to Individual Mentoring and pay-as-you-go:

  • You will need to pay for your first week at the time of signing up.
  • You will need to pay for future mentoring services on a weekly basis (or multiples of weeks if requested) for any sessions booked in the upcoming week. 
  • The fees related to discounted sessions are non-refundable.
  • If you cancel a scheduled mentoring session (other than the first two sessions):
    • More than 48 hours before the scheduled session, you can reschedule your session for a different time prior to your next session or request a full credit.
    • The day before the scheduled session, you can reschedule for a different time before your next session or request a partial credit of AUD $50.
    • The same day as that session is scheduled, (excluding the hour before your session – see below), you may reschedule your session for another time prior to your next session to avoid losing the fee, and no credits apply.
    • Less than 1 hour before the scheduled session or fail to appear for a session, you will not be entitled to reschedule that session, nor are you entitled to a credit. 
  • We’ll refund any credits in your account should you decide to cancel your LIZA HILDRETH account. 

If you signed up to Individual Mentoring and pay via a pre-paid package:

  • If you cancel a scheduled mentoring session:
    • The day before the scheduled session, you can reschedule your session for a different time prior to your next session. You are not entitled to a credit.  
    • Less than 1 hour before the scheduled session or fail to arrive for a session, you are not entitled to reschedule that session, nor are you entitled to a credit.
  • LIZA HILDRETH will discuss renewing pre-paid packages two week prior to your last paid week. 
  • You must provide seven days’ notice to move to pay as you go.

If you signed up to Community Experiences and pay-as-you-go:

  • You will be charged for the entirety of the Community Experience at the time of signing up.
  • More than 48 hours before the scheduled session, you can request a full credit or request to change Community Experiences times (subject to availability). 
  • More than 1 day before the scheduled session, you can request a partial credit of AUD $50 or request to change group times (subject to availability).
  • If you miss a session or can’t make an upcoming session, no credit is available if less than 1 day’s notice is provided. You can still access recordings for any missed sessions. 
  • You may cancel a scheduled mentoring session up to seven days before the scheduled session at no charge (noting that where you have elected to pay via a pre-paid bundle, no credit is available). 
  • We’ll refund any credits in your account should you decide to cancel your LIZA HILDRETH account. 

4. Policy

4.1 Cancellation where there is a failure in delivery of a session

Under the Australian Consumer Law, the mentoring sessions offered by LIZA HILDRETH come with the guarantee that they will be:

  • provided with acceptable care and skill or technical knowledge and taking all necessary steps to avoid loss and damage; 
  • fit for the purpose or provide the services that LIZA HILDRETH and you agreed to; and
  • delivered within a reasonable time frame of the scheduled session time/s.

LIZA HILDRETH is legally obliged to provide a full refund if requested, where there is a ‘major failure’ of one or more of the guarantees. A major failure occurs where the service: 

  • has a problem that would have stopped you from buying it if they had known about it; or 
  • is substantially unfit for its purposes and cannot easily be fixed with a reasonable time; or 
  • does not meet the specific purpose that it was intended for and cannot easily be fixed within a reasonable time period.

If the failure that has occurred is not a major failure but is still a failure on the part of LIZA HILDRETH, LIZA HILDRETH is required to rectify the failure. This might involve, but is not limited to, rescheduling a mentoring session, or part of a mentoring session.

4.2 Procedures for credit or refund request 

Should you wish to request a credit or refund, please contact LIZA HILDRETH at liza.hildreth@gmail.com