Returns & Refunds Policy

This policy explains how cancellations, reschedules and refunds work for bookings with Vibrantforcedyn. It is written to be fair and practical: we want you to feel comfortable booking with us, knowing that things sometimes change. It also describes how the Australian Consumer Law applies to the experiences we provide.

1. Cooling-off window

For all program bookings made through our website, you have a forty-eight-hour cooling-off window from the time we issue your booking confirmation. During this window you can cancel for any reason and receive a full refund to the original payment method. The cooling-off window does not apply to bookings made within seven days of the program date, where capacity is committed straight away.

2. Reschedules requested by you

If your plans change after the cooling-off window, we will do our best to move you to another date:

• More than fourteen days before the program: one free reschedule, subject to availability.
• Seven to fourteen days before the program: one reschedule, subject to availability, with a small administration contribution of A$ 25 per participant.
• Less than seven days before the program: reschedules are at our discretion and depend on whether we can re-sell the seat.

To request a reschedule, please reach us through the contact page with your booking reference and preferred new dates.

3. Cancellations requested by you

Refunds for cancellations after the cooling-off window follow a clear scale:

• More than twenty-one days before the program: 100 percent refund of fees paid.
• Eight to twenty-one days before the program: 75 percent refund.
• Three to seven days before the program: 50 percent refund, or 100 percent credit toward a future booking within twelve months.
• Less than three days before the program: refunds are not generally available; we will, however, work with you on a goodwill credit where the circumstances allow.

4. Changes or cancellations by us

Weather, route conditions, supplier issues or low group numbers can sometimes force us to change a program. Where we cancel or significantly change a program you have booked, you can choose between:

• A full refund to the original payment method.
• A free transfer to the next available equivalent date.
• A program credit valid for twelve months from the original program date.

We aim to confirm any such change at least twenty-four hours before the meet time wherever practical. For day-of changes driven by safety, we will offer the same three options.

5. Late arrivals and no-shows

Programs leave the meet-point at the time stated in your booking brief. If you arrive after the group has departed, we are unable to wait for the safety and pacing of the rest of the group, and a refund is not available. Please contact us as soon as possible so we can talk through your options for a future booking.

6. Gear loans and retail items

Where retail items (such as printed maps, snack packs or branded merchandise) are included with a booking, they are non-refundable once dispatched. Loan items must be returned at the end of the program in the same condition. Reasonable wear and tear is expected; lost or damaged loan items are charged at the replacement cost listed in the briefing pack.

7. How refunds are processed

Approved refunds are processed within five business days of the request being agreed. They are returned to the original payment method. Depending on your bank or card provider, the funds may take an additional five to ten business days to appear on your statement.

8. Australian Consumer Law

Nothing in this policy excludes, restricts or modifies any consumer guarantee that applies under the Australian Consumer Law. If a service does not meet a consumer guarantee, you may be entitled to a remedy under that law in addition to anything offered here.

9. How to raise an issue

If you would like to raise a concern about a refund, a reschedule or your overall experience, please write to the studio through the contact page. We aim to acknowledge your message within one business day and to resolve most matters within ten business days.

10. Policy updates

We may update this policy from time to time. The version that applies to your booking is the one in force when the booking was made. The most current version is always shown here with its "last updated" date.