Cancellation & Refund Policy
The Soul Alliance
Queensland, Australia
Last updated: August 2026
We understand that circumstances can change. Because The Soul Alliance offers a range of experiences — from private appointments and personalised creative work to digital products, programs, events and performances — cancellation conditions may differ depending on the offering purchased.
This Policy is designed to create clear and fair expectations while recognising the time, preparation, creative work and commitments involved in providing our offerings.
Nothing in this Policy excludes, restricts or modifies any rights or remedies available under the Australian Consumer Law that cannot lawfully be excluded.
1. Change of Mind
Unless otherwise stated for a particular offering, The Soul Alliance does not provide refunds simply because you change your mind after purchasing a service, digital product, personalised offering, program or experience.
Where an offering permits a transfer, credit or rescheduling, the conditions outlined in this Policy or the specific terms applicable to that offering will apply.
Nothing in this section affects any rights or remedies available to you under applicable consumer law.
2. Private Appointments
Private appointments are non-refundable for change of mind but may be rescheduled with at least 24 hours’ notice.
If you need to change your appointment, please contact The Soul Alliance at least 24 hours before the scheduled appointment time. Your booking can then be transferred to another available appointment time.
Cancellations or requests to reschedule made less than 24 hours before the appointment will ordinarily result in the session being treated as used, unless otherwise agreed by The Soul Alliance or required by applicable law.
Failure to attend an appointment without notice will ordinarily result in the session being treated as used.
If you arrive late, the appointment will still begin and end according to its originally scheduled time. Additional time cannot be guaranteed.
Where The Soul Alliance needs to reschedule or cancel your private appointment, your session credit will remain available and an alternative appointment time will be arranged with you.
Private appointment packages are generally to be used within three (3) months of purchase, unless otherwise agreed. Further conditions relating to private appointments and packages are contained in The Soul Alliance’s Private Session Terms.
3. Personalised Audio Recordings
Personalised recordings involve individually commissioned creative work and time specifically allocated to creating your recording.
Where a questionnaire or other information is required, it must generally be submitted within one (1) month of purchase. Once the completed questionnaire and required information have been received, personalised recordings are ordinarily created and delivered within seven (7) business days.
Once creation of a personalised recording has commenced, refunds are not provided for change of mind.
If you wish to cancel before creation has commenced, please contact The Soul Alliance as soon as possible. Any cancellation or refund request will be considered in accordance with the circumstances, the status of the order, the applicable terms and your consumer rights.
Once a personalised recording has been created, revisions or change-of-mind alterations are not included.
If you receive an incorrect or inaccessible file or experience a genuine technical problem with your recording, please contact The Soul Alliance so that the issue can be reasonably addressed.
Personalised recordings are also subject to The Soul Alliance’s Personalised Audio Terms & Conditions and Personalised Audio Cancellation & Refund Policy, which provide the complete conditions applicable to these purchases.
4. Ready-Made Digital Products & Downloadable Content
Ready-made digital products and downloadable content are generally non-refundable for change of mind once access or delivery has been provided.
If a digital product is faulty, inaccessible, materially different from what was purchased or otherwise fails to meet a consumer guarantee that applies to the purchase, please contact The Soul Alliance so that the matter can be addressed and an appropriate remedy provided where required.
Any specific terms applying to a particular digital product will also apply to that purchase.
5. Programs, Groups & In-Person Events
Considerable preparation, planning and resources may be committed to programs, groups and in-person events before they take place.
If you are unable to attend and provide at least seven (7) days’ notice, your booking may ordinarily be transferred or credited toward another suitable Soul Alliance offering, subject to availability and any specific conditions applying to the offering.
Change-of-mind refunds are not ordinarily provided where a transfer or credit is available.
Where less than seven days’ notice is provided, the booking will generally be treated as used and will not be eligible for a refund, transfer or credit for change of mind, unless otherwise agreed by The Soul Alliance or required by applicable law.
Some programs, groups or events may have specific cancellation or transfer conditions due to their format, duration, capacity, location or other commitments. Where specific conditions are clearly provided at the time of booking, those conditions will apply in addition to this general Policy.
6. Retreats & Larger Experiences
Retreats, immersions and larger experiences may involve significant advance commitments including venues, accommodation, facilitators, catering, equipment and other costs.
For this reason, these offerings may have their own cancellation schedules, deposit requirements, transfer conditions and refund terms.
Where specific cancellation conditions apply, they will be communicated as part of the relevant booking or purchase terms.
Unless expressly stated otherwise, participants are responsible for costs associated with changes to or cancellation of their own travel, accommodation or other external arrangements.
Travel insurance is recommended where significant travel, accommodation or other non-refundable expenses are involved.
7. Private Facilitation, Ceremonies & Music Performances
Private facilitation, ceremonies, music performances and similar engagements can vary considerably in their preparation, location, travel requirements, duration and other commitments.
For this reason, specific payment, deposit, cancellation, postponement, travel and rescheduling arrangements may be discussed and agreed as part of the individual booking process.
Any specific conditions provided and agreed in connection with the booking will apply to that engagement, subject to rights and remedies that cannot lawfully be excluded.
8. Transfers & Credits
Where this Policy or the specific terms of an offering allow a booking to be transferred or credited, any transfer or credit is subject to availability and any reasonable conditions communicated by The Soul Alliance.
A transfer or credit does not create an automatic entitlement to a cash refund.
Unless otherwise agreed, transfers and credits are for the original purchaser and cannot be transferred to another person without approval from The Soul Alliance.
Nothing in this section limits any remedy required by applicable law.
9. Cancellation or Changes by The Soul Alliance
Occasionally, The Soul Alliance may need to reschedule, postpone, modify or cancel an offering because of illness, circumstances affecting a venue, insufficient participation, safety considerations, events outside reasonable control or other circumstances that make proceeding impractical or inappropriate.
Where possible, reasonable notice will be provided.
Where an offering is rescheduled or postponed, we will communicate the available options relevant to that offering.
Where The Soul Alliance cancels an offering and cannot provide a reasonable alternative, any refund, credit or other remedy will be handled according to the circumstances and applicable consumer law.
The Soul Alliance is not responsible for independent travel, accommodation or other external expenses incurred in connection with an offering except to the extent liability cannot lawfully be excluded.
10. Australian Consumer Rights
Nothing in this Cancellation & Refund Policy is intended to exclude, restrict or modify any consumer guarantee, right or remedy available under the Australian Consumer Law or any other applicable law that cannot lawfully be excluded.
Where you are legally entitled to a refund, replacement, re-performance, compensation or another remedy, this Policy does not remove that entitlement.
References in this Policy to non-refundable purchases, retained payments, transfers, credits, cancellations or other restrictions apply only to the extent permitted by law.
11. Specific Terms for Individual Offerings
Some Soul Alliance offerings have their own Terms & Conditions or cancellation provisions because of the nature of the service or product.
Where specific terms apply to an offering, those terms should be read together with this Policy. This may include The Soul Alliance’s Private Session Terms, Personalised Audio Terms & Conditions, relevant audio policies, event or retreat booking conditions, or individual agreements for private facilitation and performances.
Where a specific policy or agreement establishes conditions particular to an offering, those specific conditions will apply alongside this general Policy, subject always to applicable law.
12. Contact
If you have a question about a cancellation, transfer, credit, refund or change to your booking, please contact:
The Soul Alliance
Queensland, Australia
Email: enquiries@thesoulalliance.com
Website: thesoulalliance.com
OUR COMMITMENT
The Soul Alliance understands that plans and circumstances can sometimes change. Our cancellation and refund conditions are designed to provide clarity and fairness while recognising the time, preparation, care and commitments involved in bringing our different offerings to life.
We aim to approach genuine concerns with care, respect and reasonable consideration, while maintaining the boundaries that allow our services, experiences and creative work to be offered sustainably.
The Soul Alliance
Queensland, Australia