Fair Refund Policy

Updated: 21 October 2026

This Refund Policy applies to paid Balance app memberships, online coaching and related digital services operated by Shannon Rhys Birch (ABN 90 855 738 343) under the Balance brand.

Current coaching offers

All prices are AUD, including GST. The starting packages have a ten-week minimum and one $120 upfront payment: Balance Learn at $125/week (minimum total $1,370), Zoom Personal Training at $125/week (minimum total $1,370), or Programming & Nutrition at $75/week (minimum total $870).

Each includes a meal plan, a workout program updated weekly and a weekly voice-note check-in inside Balance. Balance Learn includes the online course across ten learning sections and one weekly 45-minute Zoom teaching lesson for people who can exercise independently. Zoom Personal Training includes the same course and core support, with a weekly 45-minute supervised workout replacing the teaching lesson. Programming & Nutrition has no live session.

Separate ongoing coaching has a three-month minimum: Programming & Nutrition at $75/week, or coaching with one weekly 45-minute Zoom PT session at $125/week. Continuation and payment arrangements are confirmed separately before agreement. A repeat upfront fee and automatic renewal are not assumed.

Existing clients keep their agreed rates, billing and terms. These offer descriptions do not change existing subscriptions. Group coaching is not currently available to purchase.

1. Paid Coaching and App Access

If no payment has been taken, there is no refund to process. The minimum commitment and payment arrangements are confirmed before enrolment. Existing members retain their agreed terms.

2. Subscription Cancellation

New coaching enrolments use the minimum commitment and written cancellation and payment arrangements confirmed before agreement. No automatic renewal is assumed. Existing subscriptions keep the terms accepted at purchase, including any agreed minimum or notice period. Apple App Store and Google Play subscriptions follow the store cancellation process. Use the online cancellation page to view the timing for your existing plan.

3. Refunds We Will Consider

Balance will review refund requests fairly, including where:

• there was a duplicate charge or clear billing error
• you were charged after a confirmed cancellation
• the paid service was not provided or had a major failure
• a medical issue means starting or continuing the service is not appropriate
• Australian Consumer Law requires a remedy

4. Change of Mind

Because Balance provides digital access, app features and coaching support, change-of-mind refunds are not automatic once access or coaching has begun. We will still review requests case by case, especially where very little service has been used.

For Zoom PT, sessions missed or cancelled with less than 24 hours' notice may count as delivered because the appointment time was reserved. Sessions cancelled by Shannon will be replaced or credited. Illness, injury and emergency circumstances will be reviewed fairly, and nothing in this policy limits rights under Australian Consumer Law.

5. Medical Restrictions

If a doctor, physiotherapist or other qualified health professional advises that participation is not appropriate, send the relevant note or details to support. Balance may provide a full or partial refund depending on timing, access already used and the situation.

6. How to Request a Refund

Email shannon@balanceneurosciencefitness.com with:

• your name and account email
• the payment date and amount
• the reason for the request
• any supporting documents, screenshots or cancellation confirmation

7. Review and Timing

We aim to review refund requests within 3 business days. Approved refunds are returned to the original payment method where possible. Payment providers, banks and app stores may take additional time to process the refund.

8. Chargebacks

If you start a card dispute or chargeback, the payment provider may control the timing and evidence process. Contacting us first is usually faster and gives us a chance to resolve the issue directly.