Refund & Cancellation Policy

 

SOL WELLNESS GROUP

Refund & Cancellation Policy

solwellnessgroup.com.au

Version 1.0  —  Effective Date: May 2026

 

General

This Refund and Cancellation Policy (“Policy”) applies to all bookings and purchases made through solwellnessgroup.com.au or directly with Sol Wellness Group (“we”, “us”, “our”) for mobile massage and wellness services delivered across Melbourne, Australia.

We offer refunds and rebooking in accordance with the Australian Consumer Law (Schedule 2 of the Competition and Consumer Act 2010 (Cth)) and on the terms set out in this Policy. Any rights set out here are in addition to, and do not limit, your statutory rights under the Australian Consumer Law.

Before making a booking, please read this Policy carefully so you understand your rights and what you can expect if you need to cancel, reschedule or raise a concern about the service you received.

 

Your Rights Under Australian Consumer Law

Our services come with guarantees that cannot be excluded under the Australian Consumer Law (ACL). Under the ACL:

• You are entitled to a service that is rendered with due care and skill
• The service must be fit for the purpose for which it was purchased
• The service must be delivered within a reasonable time

 

For a major failure of the service, you are entitled to:

• Cancel your service contract with us; and
• A refund for the unused portion of the service, or compensation for the reduced value of the service

 

If the failure is not a major failure, you are entitled to have the problem remedied within a reasonable time. If we fail to do so, you are entitled to a refund or a rescheduled appointment at no extra cost.

Where there is any inconsistency between this Policy and the Australian Consumer Law, the Australian Consumer Law will prevail. For further information about your consumer rights, visit the Australian Competition and Consumer Commission at www.accc.gov.au.

 

What Constitutes a Service Failure

A service failure occurs where Sol Wellness Group does not deliver the service as promised. Examples of a service failure include:

• The assigned therapist does not arrive at the booked location
• The therapist arrives more than 45 minutes after the confirmed appointment time without prior notice
• The therapist arrives without the required equipment (massage table, oils, towels, music) for a table massage booking
• The service delivered is materially different from the service booked (e.g., wrong massage type performed)
• The therapist attends in an unfit, unsafe or unprofessional state

 

In the event of a confirmed service failure, you will be entitled to a full refund or a complimentary rescheduled appointment, at your election, subject to availability.

To report a service failure, please contact us within 24 hours of your appointment at info@solwellnessgroup.com or 1300052715 We may request details of the issue to assist with our investigation.

 

Cancellation Policy

We understand that plans change. Our cancellation terms are structured as follows, based on the amount of notice provided before your scheduled appointment:

 

Cancellation Timing	Cancellation Fee	Outcome
More than 24 hours before appointment	No charge	Full refund or free reschedule
4 hours before appointment	50% of booking value	50% refund or credit to rebook
Less than 2 hours before appointment	Full booking value	No refund, credit may be offered at our discretion
After therapist dispatched (en route notification sent)	Full booking value	No refund
Client absent / no answer at location	Full booking value	No refund  therapist travel costs apply

 

Cancellations must be made via the booking platform, by email to info@solwellnessgroup.com, or by calling 1300 052 715 Cancellations communicated via social media or indirect channels will not be accepted as valid notice.

 

Client No-Show Policy

A no-show occurs when the client is absent, does not answer the door, or is otherwise unreachable at the booked location at the time of the appointment, after the therapist has travelled to the location.

In the event of a no-show:

• The full booking fee is charged
• No refund will be issued
• The booking will be considered complete for billing purposes

 

If you are running late, please contact us immediately on 1300 052 715. Where operationally possible, the therapist may wait up to 15 minutes beyond the scheduled start time before the booking is recorded as a no-show.

 

Rescheduling

You may reschedule your appointment at no charge, subject to the following conditions:

• You provide at least 24 hours notice before your original appointment time
• The rescheduled appointment is booked within 60 days of the original booking date
• A maximum of one (1) free reschedule is permitted per booking

 

Rescheduling requests made with less than 24 hours notice will be treated as a late cancellation and the cancellation fee structure in Section 4 will apply. A credit note may be issued at our discretion to be applied toward a future booking.

 

Group Bookings and Corporate Services

Group bookings (3 or more clients) and corporate massage bookings involve the coordination of multiple therapists, significant logistical planning and equipment. Accordingly, separate cancellation terms apply:

• Cancellations more than 72 hours before the event: No charge, full refund
• Cancellations 24–72 hours before the event: 50% of the total booking value is charged
• Cancellations less than 24 hours before the event: Full booking value is charged, no refund
• Reduction in guest/staff numbers within 24 hours of the event: The original confirmed headcount will be charged

 

For group and corporate bookings, a deposit may be required at the time of confirmation. Deposit terms will be communicated in your booking confirmation or quote. Corporate clients wishing to discuss custom cancellation arrangements should contact us directly.

 

Health Fund Rebates

Some of our services may be eligible for a private health insurance rebate, depending on your level of cover and insurer. The following conditions apply:

• Sol Wellness Group will provide a valid receipt upon request, including relevant therapist registration details where applicable
• Whether a rebate is approved is determined solely by your health fund and is outside our control
• Sol Wellness Group is not responsible for any rebate claim outcome, delay or rejection
• Refunds from Sol Wellness Group are processed independently of any health fund rebate process

 

Gift Vouchers and Pre-Purchased Packages

Gift vouchers and pre-purchased service packages are subject to the following terms:

• Gift vouchers are valid for 1 years from the date of purchase.
• Gift vouchers are non-refundable for change of mind once purchased
• If a service cannot be delivered due to a failure on our part, the voucher value will be refunded or credited in full
• Pre-purchased packages may be refunded for the unused portion if you experience a major service failure
• Package sessions are non-transferable between individuals unless agreed in writing

 

Exceptions. When a Refund Will Not Be Issued

We may decline to provide a refund in the following circumstances, consistent with the Australian Consumer Law:

• You were clearly informed of a limitation or condition of the service before booking and proceeded regardless
• You requested a specific service variation against our therapist’s professional advice, and the outcome reflects that variation
• You were unclear in your instructions, causing the service to be delivered differently from what you intended
• The dissatisfaction arises from a pre-existing condition or personal sensitivity that was not disclosed prior to the appointment
• You misused or interfered with the service in a way that contributed to the issue
• The request falls outside the timeframes set out in this Policy

 

How to Request a Refund

To request a refund, please follow these steps:

1. Contact us within 48 hours of your appointment (or within 48 hours of a billing issue arising)
2. Email info@solwellnessgroup.com with your name, booking date, booking reference number, and a brief description of the issue
3. We will acknowledge your request within 2 business days
4. We will investigate and provide a written response within 10 business days of receiving your request
5. Approved refunds will be processed to the original payment method within 5–10 business days of approval, depending on your financial institution

 

If you are not satisfied with our response, you may contact the Australian Competition and Consumer Commission (ACCC) at www.accc.gov.au or call 1300 302 502, or seek assistance from Consumer Affairs Victoria at www.consumer.vic.gov.au.

 

13.  Contact Us

For all refund, cancellation and rescheduling enquiries, please contact us through any of the following channels:

 

Email: info@solwellnessgroup.com

Phone: 1300 052 715

Website: solwellnessgroup.com.au

Operating Hours: Monday – Sunday, 9:00 am – 11:00 pm

Address: Melbourne, Victoria, Australia

 

Changes to This Policy

We may update this Policy from time to time to reflect changes in our services, operations or legal obligations. The current version will always be available at solwellnessgroup.com.au. The effective date at the top of this document indicates when the current version took effect.

 

 

 

This Policy is prepared in accordance with the Australian Consumer Law (Competition and Consumer Act 2010, Cth).

Version 1.0  |  May 2026  |  Review due: May 2027