Refund Policy

Last updated: [date of publication]

Self-Care NOW is a trading name of Catalyst Counselling, ABN 55 282 966 331.

1. The short version

• Something is broken, missing, or not what we described? Tell us and we will fix it or refund you. Always.
• Bought the same thing twice? We refund the duplicate, no questions.
• Changed your mind about a book you have already downloaded? We generally cannot refund that, because you still have it.
• Your rights under Australian Consumer Law apply on top of all of this and cannot be taken away.

If you are not sure which applies to you, just email us. We would rather sort it out than have you feel stuck.

2. Your rights that we cannot remove

Nothing in this policy excludes, restricts or modifies any right or remedy you have under the Australian Consumer Law.

Our products come with guarantees that cannot be excluded. Among other things, they must be of acceptable quality and match their description. If a product has a major problem, you are entitled to a refund — and that applies regardless of anything else in this policy.

If you are buying from outside Australia, you may have equivalent rights under your own local law. This policy does not take those away either.

3. If something is wrong, we fix it

Email us at cch.phapp.1610@gmail.com and we will sort out a repair, a replacement, or a refund. This covers:

• A download that will not open, or arrives corrupted
• An audiobook with missing or unplayable tracks
• A recorded session or course that will not play in your account
• A product that does not match what the website described
• Content that is incomplete
• A product you paid for that never arrived

Please give us a chance to fix it first. Most problems are a broken link or a payment that did not connect an account, and those take minutes. If we cannot fix it, you get your money back.

There is no time limit on a product that was never delivered or that does not work. If you paid and cannot use it, come back to us whenever you notice.

4. Duplicate purchases

If you accidentally buy the same product twice, email us and we will refund the duplicate in full. You do not need a reason.

5. Changing your mind

Ebooks, audiobooks and PDF workbooks. Once you have downloaded the file, we generally cannot offer a change-of-mind refund, because the product is now permanently yours and cannot be returned. This is standard for digital goods.

If you have bought a book but not yet downloaded it, email us within 14 days and we will refund you in full.

Recorded counselling sessions and online courses. These stream rather than download. If you have not started watching, email us within 14 days and we will refund you in full. If you have watched a substantial part of it, we will generally not refund a change of mind — but see clause 7, because we would still rather hear from you.

⚠️ ADVISER — Australian Consumer Law. Australian law does not require a refund for change of mind, so the position above should be sound. Worth a check that the way it is expressed does not read as excluding a consumer guarantee, which would be a different matter.

6. If you are in the EU or the UK

You normally have 14 days to cancel a purchase of digital content and get your money back.

That right ends once the download or streaming begins, if you have expressly agreed to start immediately and acknowledged that you lose the right to cancel. We ask for that agreement at checkout, so that you can have what you bought straight away rather than waiting 14 days.

If you did not give that agreement, your 14-day right stands and we will refund you on request.

⚠️ ADVISER — and a job for the developer. This clause only works if the checkout actually captures that consent, as a separate tick that is not pre-ticked, with the wording recorded against the order. If the checkout does not do it, every EU and UK customer keeps a full 14-day cancellation right regardless of what this page says. This needs to be in the build before the first European sale, and it is currently not in the developer spec. It has been added to the open items list.

7. When we will just be reasonable about it

Life happens. If you bought something in a difficult moment, or bought the wrong subject, or it turned out not to be what you needed, email us and tell us plainly. We will look at it properly.

We would rather refund someone who is struggling than hold onto $19.99 and have them feel taken advantage of. We may ask a question or two, and we will not make you justify yourself in detail.

This is discretionary and is not an entitlement — but it is genuinely meant, and it is written here so you know it is available.

8. Bundles and discounts

If you bought a bundle and want to refund one book from it, we refund the amount you actually paid for that item after the bundle discount was applied — not the full list price. If refunding one item means the bundle no longer qualifies for its discount, we will explain the numbers before we process anything.

Discount and referral codes are not refundable for cash and cannot be reinstated once used, unless the whole order is refunded.

9. Free worksheets

The five PDF worksheets are free with every counselling session and every online course. There is no charge for them and no separate fee of any kind.

They have no cash value and cannot be refunded on their own. If the session or course they came with is refunded, please stop using the worksheets.

10. Group purchases

If you bought a group counselling session, contact us directly. Group purchases are handled case by case rather than under this page.

We do not offer a workplace licence. There is no arrangement that gives an organisation ongoing or unlimited access for its staff.

11. How to ask for a refund

Email cch.phapp.1610@gmail.com with:

• The email address you paid with
• What you bought, and roughly when
• What went wrong, in a sentence — you do not need to write an essay

We will reply within 5 business days. Approved refunds go back to your original payment method and usually take 5 to 10 business days to appear, depending on your bank. We do not charge a fee for processing a refund.

We are a small Australian business and replies come from Australian Eastern time.

12. Payment disputes

If something has gone wrong, please contact us before raising a dispute with your bank or card provider. A chargeback costs us a fee and takes weeks, and we can almost always resolve it faster and more pleasantly ourselves.

13. Changes

We may update this policy. The version that applies to your purchase is the one published when you paid.

14. Contact

Catalyst Counselling trading as Self-Care NOW ABN 55 282 966 331 Email: cch.phapp.1610@gmail.com