Refunds & cancellations
Terms for workshops, practice labs, coaching, and intensives offered by Utility Willow.
Eligibility
Refunds apply to confirmed paid bookings for training sessions listed on this site. Complimentary seats and promotional guest passes are not refundable for cash value.
Timeframe
Full refunds are available when you cancel in writing at least seven (7) days before the scheduled start. Cancellations between six and three days before the start may receive a 50% refund. Within three days of the start, fees are generally non-refundable except where Australian Consumer Law requires otherwise or where we cancel the session.
Full and partial refunds
If Utility Willow cancels a session and cannot offer a suitable alternative date, you receive a full refund of fees paid for that session. Partial refunds may apply when only part of a multi-day intensive is cancelled by us.
Non-refundable items
- Printed materials already prepared and delivered to you before cancellation
- Third-party charting platform subscriptions you purchase independently
- Sessions marked as completed in our records
Deposits
Weekend intensives may require a deposit to hold a seat. Deposits are applied to the session fee. Deposits are refundable under the same timeframe rules as full fees unless the deposit notice states a different hold period at booking.
Rescheduling
You may request one complimentary reschedule with at least five days’ notice, subject to available seats. Further reschedules may incur an administrative fee of AUD $40, disclosed before confirmation.
No-shows
Failure to attend without notice is treated as a late cancellation. No refund is issued for no-shows, though we may, at our discretion, offer a reduced-fee makeup lab if space exists.
Work already started
Once a coaching session or lab has begun, that session fee is non-refundable. If technical failure on our side prevents completion, we will offer a makeup session or a pro-rata refund for the unused portion.
Purchased materials
Workbook packs included in a session fee remain yours if the session proceeds. If you cancel early enough for a full fee refund and materials were already shipped, we may deduct documented shipping and print cost from the refund.
Refund process and timing
Email studio@utilitywillow.click with your booking name, session date, and reason. Approved refunds are processed within ten (10) business days to the original payment method.
Contact
Refund requests: studio@utilitywillow.click · +61 (03) 5354 3713 · 51 Taltarni Road, Coonooer Bridge, Victoria, 3478, Australia.