Bookings, Cancellation & Refund Policy

The short version

Your booking involves three separate arrangements:
Our services fee (paid to Heart Safe Wellness): covers our wellness services only.
Venue and accommodation (paid by you directly to the provider): arranged under your own contract with the venue/hotel/retreat property, with our guidance and recommendations.
Travel (paid by you directly to the provider): arranged under your own contract with the airline/travel/transport provider, with our guidance and recommendations.
A 30% deposit secures your booking (this applies to the Heart Safe Wellness services fee only).
The remaining 70% is due 14 days before your event (this applies to the Heart Safe Wellness services fee only).
We do not offer cash refunds for a change of plans for our services. Instead, you may transfer your booking to a later date once.
Any transfer credit for our services fee is valid for six months from the original event date.
Once the balance is due and has been paid, your booking is locked in and cannot be cancelled, subject always to your rights under the Australian Consumer Law.

1. About this policy

This Bookings, Cancellation & Refund Policy explains how bookings are made, how payment works and what happens if plans change.

Heart Safe Wellness is a business of Heart Safe Australia Pty Ltd ABN 22 642 092 993.

How a booking is paid for — three separate arrangements

When you book with Heart Safe Wellness, there are three separate arrangements, and they are paid for separately:

1. Heart Safe Wellness services fee (paid to us): This fee covers our wellness services only — the workshops, the facilitated program and the time at the retreat delivered by our team.
2. Venue and accommodation (paid directly by you to the venue/provider): Venue and accommodation costs are arranged with, and paid by you directly to, the venue, hotel or retreat property, using our guidance and recommendations. We work with the venue on your behalf to define what is needed — the type of accommodation, the rooms, the spaces and the facilities required for the program. However, the venue is booked in your name and you pay the venue directly. We do not sign the venue agreement, we are not a party to it, and we are not liable to the venue for your payment or to you for the venue’s service.
3. Travel (paid directly by you to the travel/provider): Travel costs (including flights, transfers and transport) are arranged with, and paid by you directly to, the airline, travel provider or transport operator, using our guidance and recommendations. We can advise on travel arrangements and timing, but travel is booked in your name and you pay the travel provider directly.

Heart Safe Wellness does not collect, hold or pass on any payment for venues, accommodation or travel. The only payment made to us is for the wellness services we deliver.

You enter into your own separate contract with each venue/accommodation provider and each travel provider. Those providers’ own terms, cancellation rules and refund policies apply to the amounts you pay them.

Venues vary by location

We do not name specific venues on this website because we recommend a range of venue options in different locations, and the venue is selected for each program. We will suggest options that suit your group and the program, and we can also work with a venue you prefer. Venue details are confirmed in writing as part of the quotation and booking process.

Commission and referral fees

We do not currently receive any commission, referral fee or other payment from any venue, accommodation provider or travel provider in connection with a client’s booking. If this ever changes, we will disclose it clearly and update this policy.

This policy applies to bookings for our workshops, retreats, coaching, corporate wellness programs and related services.

It forms part of our Terms and Conditions of Service. If there is any inconsistency between this policy and the Terms and Conditions of Service, the Terms and Conditions of Service prevail.

Our Privacy Policy explains how we collect, use and protect personal information.

For questions, transfers, cancellations or complaints:

Email: [email protected]
Phone: 1300 728 354
Website: www.heartsafewellness.au

Our services are available to people aged 18 years and over only.

2. Enquiries and quotations

You can enquire through our website form or by phone.

We will discuss your needs and may provide a written quotation. Pricing is tailored for each engagement and depends on factors including:

the number of participants or employees;
the location;
the date and duration;
the services selected;
venue requirements;
facilitator requirements; and
travel, accommodation and other costs.

Our services may include workshops, retreats, coaching, subscriptions and related corporate wellness services.

Additional venue, travel or accommodation costs will be identified in the quotation where applicable.

A quotation:

is valid for 30 days unless it states otherwise;
is provided in Australian dollars;
includes GST, as Heart Safe Australia Pty Ltd is GST registered; and
does not reserve a date or create a booking.

A tax invoice showing the GST component will be issued.

3. Confirming a booking

To confirm a booking:

1. you must accept the quotation in writing;
2. we issue written booking confirmation and an invoice; and
3. you must pay the deposit.

A booking is confirmed only when:

we have received the deposit; and
we have issued written confirmation.

Availability is not guaranteed until both steps have occurred.

The deposit is 30% of the Heart Safe Wellness services fee quoted for the booking.

Payment is by bank transfer. We do not accept card payments and will never ask you to provide card details.

4. Paying the balance

The remaining 70% balance of the Heart Safe Wellness services fee is due 14 days before the event date.

This timing is because by that point we have paid for our own facilitator transport, facilitator time and program preparation, and final numbers need to be confirmed with the venue so the client’s own booking can proceed.

If the balance is not paid by the due date, we may treat the booking as cancelled under this policy. The deposit will be forfeited and retained by us.

Payment must be made by bank transfer using the details provided on the invoice.

5. Subscriptions and ongoing communications

The optional Healthy Mind + Body + Spirit subscription is quoted separately.

It may include weekly or monthly communications, information, guidance, exercises, games and follow-up communications.

To cancel:

a weekly subscription requires one week’s written notice; and
a monthly subscription requires one month’s written notice.

The subscription will continue until the end of the billing cycle in which the notice period ends.

Marketing communications include a functional unsubscribe facility. Transactional or service-related communications about a confirmed booking may continue after marketing communications have been cancelled.

6. Transferring your booking

If your plans change, you may ask to transfer your booking to a later date instead of cancelling.

This section applies to the Heart Safe Wellness services fee only.

A transfer:

must be requested in writing at [email protected];
must be requested before the original event date;
is subject to our availability;
is available once only for each booking;
cannot be used a second time; and
must be arranged with us in writing.

The amount you have paid to us for our services will be held as a credit towards the new date.

The credit:

is valid for six months from the original event date;
must be used within that six-month period; and
expires and is forfeited if it is not used within that period.

No administration fee applies to a transfer.

If the new booking costs more than the original booking, you must pay the difference.

If the new booking costs less than the original booking, the difference will be held as a credit within the same six-month period (and is not refunded).

If you have not paid the full balance when you request a transfer, any outstanding amount remains payable in accordance with the booking terms, subject to the written transfer arrangements we agree with you.

A transfer is not guaranteed until we confirm the new date in writing.

Venue/accommodation and travel: Because you pay venue/accommodation and travel providers directly under your own contracts with them, any transfer, rebooking, refund or credit for those amounts depends on the relevant provider’s terms. We will provide reasonable guidance and assistance to help you rebook or transfer those arrangements, but we do not control them and do not refund them.

7. Cancelling your booking

This section applies to the Heart Safe Wellness services fee only.

If you cancel and do not transfer your booking, the 30% deposit (for our services fee) is forfeited and retained by us.

We do not provide a cash refund for a change of plans or non-attendance in relation to our services fee.

Once the balance is due and has been paid, the booking is confirmed and non-cancellable in relation to our services fee. Amounts paid to us are not refundable, subject always to any rights that cannot lawfully be excluded under the Australian Consumer Law.

Where a transfer is available, we encourage you to consider transferring your booking before cancelling.

Venue/accommodation and travel: If you cancel or a delay occurs, you are responsible — under our guidance and with our assistance — for repaying and rebooking your own venue and accommodation arrangements directly with that venue, and for rebooking your own travel directly with the travel provider. Any refund or credit for those amounts depends on the relevant provider’s own terms and is not a matter for Heart Safe Wellness.

Cancellation stages

When you cancel	Heart Safe Wellness services fee (paid to us)	Venue/accommodation and travel (paid by you directly to third parties)
More than 30 days before the event	No cash refund. The 30% deposit is forfeited. Any unpaid balance is not payable unless it has already been paid. A transfer is available instead, once only, subject to availability. The transfer credit is valid for six months from the original event date.	Governed by the relevant provider’s terms (your separate contracts). We will provide reasonable guidance and assistance to help you rebook or transfer where we reasonably can, but we do not control or refund these amounts.
14 to 30 days before the event	No cash refund. The deposit is forfeited. A transfer is available instead, once only, subject to availability. The transfer credit is valid for six months from the original event date.	Governed by the relevant provider’s terms (your separate contracts). We will provide reasonable guidance and assistance to help you rebook or transfer where we reasonably can, but we do not control or refund these amounts.
More than 7 days but less than 14 days before the event	No cash refund. The deposit is forfeited. A transfer may be available if we can accommodate it. Request the transfer in writing as early as possible.	Governed by the relevant provider’s terms (your separate contracts). We will provide reasonable guidance and assistance to help you rebook or transfer where we reasonably can, but we do not control or refund these amounts.
Less than 7 days before the event, or on the event day	No cash refund. The deposit is forfeited. A transfer may be offered only at our discretion and subject to availability.	Governed by the relevant provider’s terms (your separate contracts). We will provide reasonable guidance and assistance to help you rebook or transfer where we reasonably can, but we do not control or refund these amounts.
No-show or non-attendance	No cash refund. This is treated as a cancellation and the deposit is forfeited. A transfer may be offered only at our discretion.	Governed by the relevant provider’s terms (your separate contracts). We will provide reasonable guidance and assistance to help you rebook or transfer where we reasonably can, but we do not control or refund these amounts.

More than 30 days before the event

Heart Safe Wellness services fee (paid to us)

No cash refund. The 30% deposit is forfeited. Any unpaid balance is not payable unless it has already been paid. A transfer is available instead, once only, subject to availability. The transfer credit is valid for six months from the original event date.