1. Overview
At Strainingnew, we aim to deliver high-quality personalized meal planning guidance and educational resources. We understand that circumstances may change, and this Refund Policy explains your rights and our procedures regarding refunds for paid services.
This policy applies to all services purchased directly through our website strainingnew.world or via direct communication with our team. It should be read alongside our Terms of Use and is subject to your rights under the Australian Consumer Law (Schedule 2 of the Competition and Consumer Act 2010).
Company details:
Strainingnew
121 Elizabeth St, Melbourne VIC 3000, Australia
Email: touch@strainingnew.world
Phone: +61 3 9670 5414
2. Your Rights Under Australian Consumer Law
Under the Australian Consumer Law, you are entitled to a replacement or refund when a service has a major failure, and compensation for any other reasonably foreseeable loss or damage. A service has a major failure when:
- It is substantially unfit for its common purpose and cannot easily be made fit within a reasonable time
- It does not meet the specific purpose you told us about before purchase and cannot easily be made to do so within a reasonable time
- It is substantially unfit for a particular purpose you made known to us before purchase
- It creates an unsafe condition
- It differs significantly from the sample or description provided
These rights exist independently of this Refund Policy and cannot be excluded, restricted, or modified. Nothing in this policy limits your statutory consumer rights.
3. Refund Eligibility by Service Type
3.1 Starter Framework (Essential Tier)
If you have not yet received your meal plan document, you may request a full refund within 7 days of purchase. Once the meal plan document has been delivered to you, refunds are not available unless the service has a major failure as defined under Australian Consumer Law.
3.2 Guided Planning (Standard Tier)
Full refund available if requested before your consultation session has been scheduled. If the consultation has been scheduled but not yet conducted, a partial refund of 70% of the purchase price is available if you cancel at least 48 hours before the scheduled session. After the consultation has taken place and meal plan documents have been delivered, refunds are limited to cases of major service failure.
3.3 Comprehensive Programme (Extended Tier)
Full refund available if requested within 14 days of purchase and before any consultation session has been conducted. After the first consultation, a pro-rata refund may be issued for unused weeks of the programme, calculated as the total purchase price minus the value of services already delivered (consultations conducted, documents delivered, and educational materials accessed). The value of delivered services is calculated at the individual service rates listed on our Meal Plans page.
3.4 Nutrition Goal Programmes
Refund terms for nutrition goal programmes follow the same structure as the corresponding meal plan tier (Foundation, Progress, or Complete). Educational materials that have been downloaded or accessed are considered delivered services and are factored into pro-rata calculations.
3.5 Consultation Sessions (Individual)
Individual consultation sessions may be rescheduled without charge if notice is provided at least 24 hours before the scheduled time. Cancellations with less than 24 hours notice are non-refundable. If we cancel a session, you may choose a full refund or rescheduling at no additional cost.
4. Non-Refundable Items
The following are generally not eligible for refunds except where required by Australian Consumer Law:
- Services that have been fully delivered as described at the time of purchase
- Digital educational materials that have been downloaded or accessed
- Customised meal plan documents that have been delivered and reviewed with the client
- Services purchased more than 30 days ago where no major failure has been reported
- Third-party fees or charges incurred during the service delivery process
Dissatisfaction with meal suggestions based on personal taste preferences does not constitute a major failure, as meal plans are personalised based on information you provide and are subject to revision within the terms of your service tier.
5. How to Request a Refund
To request a refund, follow these steps:
- Send an email to touch@strainingnew.world with the subject line "Refund Request"
- Include your full name, email address used at purchase, date of purchase, and service tier purchased
- Provide a brief description of the reason for your refund request
- Include any relevant documentation such as order confirmation or correspondence with our team
Alternatively, you may call us at +61 3 9670 5414 during office hours (Monday to Friday, 9:00 AM – 5:30 PM AEST) to initiate a refund request.
We will acknowledge your request within 2 business days and provide a decision within 10 business days of receiving all required information.
6. Refund Processing
Approved refunds are processed as follows:
- Payment method: Refunds are returned to the original payment method used at the time of purchase
- Processing time: Refunds are initiated within 5 business days of approval. Depending on your financial institution, it may take an additional 5–10 business days for the refund to appear in your account
- Currency: All refunds are processed in Australian Dollars (AUD)
- Partial refunds: Where a pro-rata refund applies, you will receive a detailed breakdown of the calculation before the refund is processed
If the original payment method is no longer available, we will contact you to arrange an alternative refund method. We are not responsible for delays caused by your financial institution.
7. Plan Revisions as an Alternative
Before requesting a refund, we encourage you to explore plan revision options included in your service tier. Many concerns about meal plan suitability can be addressed through a revision cycle, where we adjust dishes, ingredients, and preparation notes based on your feedback. Revision requests should be submitted within 14 days of plan delivery.
If a revision does not resolve your concern and the service meets the criteria for a major failure under Australian Consumer Law, you retain your right to request a refund.
8. Disputes and Escalation
If you are not satisfied with our response to your refund request, you may escalate the matter by sending a written complaint to touch@strainingnew.world. We will review escalated complaints within 15 business days and provide a final written response.
You may also contact Consumer Affairs Victoria or the Australian Competition and Consumer Commission (ACCC) for guidance on your consumer rights. These organisations can be reached through their respective websites at consumer.vic.gov.au and accc.gov.au.
9. Chargebacks
We encourage you to contact us directly before initiating a chargeback with your bank or payment provider. Chargebacks initiated without first attempting to resolve the issue with us may result in suspension of future service access. We will cooperate fully with legitimate chargeback investigations and provide relevant documentation to payment processors when requested.
10. Changes to This Policy
We may update this Refund Policy from time to time. Changes apply to purchases made after the updated policy is published on our website. The "Last updated" date at the top of this page indicates when the most recent revision took effect. Purchases made before a policy update are governed by the policy in effect at the time of purchase, except where applicable law requires otherwise.
11. Contact Us
For refund enquiries or questions about this policy, please contact:
Strainingnew — Refunds Department
121 Elizabeth St, Melbourne VIC 3000, Australia
Email: touch@strainingnew.world
Phone: +61 3 9670 5414
Office hours: Monday to Friday, 9:00 AM – 5:30 PM AEST