Refund Policy

This Refund and Cancellation Policy explains how cancellations, rescheduling, missed appointments, refunds, and payment disputes are handled for services booked with CallmoraGalle.

By making a booking or payment, you agree to this Refund and Cancellation Policy, our Terms and Conditions, and our Privacy Policy.

1. Services and Fees

CallmoraGalle currently offers the following services:

The applicable service fee, booking time, session duration, and payment terms will be shown before payment is completed.

2. Payment Through Stripe

All bookings must be paid in advance using the secure Stripe payment link provided by CallmoraGalle, unless we agree otherwise with you in writing.

Stripe is a third-party payment processor. By paying through a Stripe payment link, you may provide your payment-card information directly to Stripe. CallmoraGalle does not intentionally collect or store your complete credit-card or debit-card number on its own systems.

Your payment is subject to Stripe’s own terms and privacy policy, as well as the terms of your card issuer or financial institution.

A booking is confirmed only when payment has been successfully processed and you have received a booking confirmation from CallmoraGalle.

3. Client Cancellations

If you need to cancel a booked session or meeting, please contact CallmoraGalle as soon as possible by email at [insert-support-email].

Our standard cancellation policy is:

• If you cancel at least 48 hours before your scheduled appointment, you may choose to reschedule the booking, subject to availability, or request a full refund.
• If you cancel less than 48 hours before your scheduled appointment, CallmoraGalle may retain up to 100% of the booking fee because the appointment time has been reserved specifically for you and may not be able to be filled at short notice.
• If you do not attend a scheduled appointment, fail to join an online meeting, or arrive too late for the session to reasonably take place, the booking may be treated as a missed appointment and no refund will normally be provided.
• If you arrive late, the meeting will normally end at the scheduled finishing time. CallmoraGalle is not required to extend the session or provide a partial refund for time missed due to late arrival.

We may consider exceptional circumstances, such as a serious emergency, at our reasonable discretion. Any decision to waive a late-cancellation or missed-session charge does not create an ongoing right to future waivers.

4. Rescheduling

You may request to reschedule an appointment by contacting CallmoraGalle at least 48 hours before the scheduled session.

Rescheduled sessions are subject to appointment availability. A rescheduled appointment must normally take place within [insert number, for example: 60 or 90] days of the original booking date, unless otherwise agreed in writing.

If you request to reschedule less than 48 hours before the appointment, CallmoraGalle may treat the request as a late cancellation and may charge up to 100% of the applicable session fee.

5. Missed Appointments and Late Arrival

A missed appointment includes a situation where you do not attend, do not join the Zoom or online meeting link, cannot be contacted using the agreed contact details, or arrive so late that the session cannot reasonably be provided.

Missed appointments are normally charged at 100% of the booking fee because CallmoraGalle has reserved that appointment time for you.

If CallmoraGalle is able to contact you and the session can still reasonably continue, we may proceed with the remaining scheduled time. The appointment will still end at its originally scheduled time.

6. Cancellations by CallmoraGalle

If CallmoraGalle needs to cancel a session for reasons within our reasonable control, we will offer you one of the following options:

• Reschedule the session to another mutually agreed time.
• Provide a credit for a future session.
• Provide a full refund of the amount paid for the cancelled session.

Examples may include practitioner unavailability, illness, an unexpected emergency, or a technical or operational issue that makes the session unavailable.

CallmoraGalle is not responsible for indirect costs or losses associated with a cancelled appointment, such as travel costs, lost income, childcare costs, accommodation costs, data charges, or other expenses, except where liability cannot lawfully be excluded.

7. Online-Session Technical Problems

Online sessions may be delivered through Zoom or another approved video-conferencing platform. Clients are responsible for ensuring they have a suitable device, functioning camera and microphone, reliable internet connection, and a private location before the session begins.

If a technical problem is caused by CallmoraGalle or by the video platform on our side and prevents the session from being delivered, we will use reasonable efforts to:

• Reconnect and continue the session.
• Arrange an alternative contact method where appropriate.
• Reschedule any meaningful portion of the session that could not be provided.
• Provide a full or partial refund where rescheduling is not reasonably possible.

If a technical issue is caused by your internet connection, device, software, privacy environment, or inability to join the online session, the session may be treated as a missed appointment or late cancellation. A refund is not normally available in these circumstances.

8. Family Communication Meetings

For a Family Communication Meeting, the person making the booking is responsible for ensuring that all invited participants know the session time and understand the cancellation policy.

If one or more participants fail to attend, the meeting may still proceed with the participants who are present if appropriate. The full $400 booking fee will normally remain payable.

If the meeting cannot proceed because participants do not attend, arrive too late, refuse to participate, or engage in unsafe, abusive, threatening, or disruptive conduct, CallmoraGalle may end the meeting. In these circumstances, a refund is not normally provided.

9. Refund Requests

To request a refund, please email [insert-support-email] and include:

• Your full name.
• The email address used for the booking.
• The date and time of the scheduled appointment.
• The service booked.
• The reason for your refund request.
• Your Stripe payment reference, invoice number, or booking reference, if available.

We may request further information where reasonably necessary to verify your booking, investigate the request, and process any approved refund.

10. How Approved Refunds Are Paid

Approved refunds will normally be processed through Stripe and returned to the original payment method used to make the booking.

CallmoraGalle cannot normally send a Stripe refund to a different credit card, debit card, bank account, payment platform, or person. Stripe refunds are returned to the original payment method used for the charge.

Once CallmoraGalle has submitted an approved refund through Stripe, the time it takes for funds to appear on your statement depends on Stripe, the card network, and your bank or card issuer. Card refunds commonly take approximately 5 to 14 business days, although processing times can vary.

If your card has expired, been replaced, or is no longer active, your card issuer may still route the refund to the related account. Please contact your card issuer if you cannot locate an approved refund after the normal processing period.

11. Chargebacks and Payment Disputes

If you believe that a charge has been made in error, please contact CallmoraGalle first at [insert-support-email]. We will make reasonable efforts to review and resolve the issue promptly.

If you make a chargeback, card dispute, or payment dispute through your bank, card issuer, or Stripe, CallmoraGalle may provide relevant booking, payment, communication, attendance, cancellation, and refund information to Stripe, the card issuer, financial institution, or other relevant party to respond to the dispute.

This may include booking confirmations, invoices, payment records, appointment reminders, cancellation-policy acceptance, email communications, and evidence that services were provided or made available.

12. Australian Consumer Law

Nothing in this Refund and Cancellation Policy is intended to exclude, restrict, or modify rights that cannot legally be excluded under the Australian Consumer Law or any other applicable law.

Australian Consumer Law provides consumer guarantees for services. These guarantees include that services will be provided with due care and skill, be reasonably fit for a disclosed purpose, and be supplied within a reasonable time when no time is agreed.

If a service has a major problem, you may have rights to cancel the service and receive a refund for the unused portion, or to another remedy available under Australian Consumer Law.

This policy does not remove your legal rights to a remedy where CallmoraGalle fails to meet a consumer guarantee.

13. Changes to This Policy

CallmoraGalle may update this Refund and Cancellation Policy from time to time. The current version will be published on this website with the “Last updated” date shown at the top of this page.

The policy in effect at the time you make a booking will normally apply to that booking, unless a change is required by law or agreed with you in writing.