Refund and Returns Policy

Purpose

To provide clear guidelines for handling refund and return requests at Dragonfly Dance. This policy ensures fair, consistent, and transparent treatment of all refund requests while balancing our need to plan effectively based on confirmed enrolments and product purchases.

Scope

This policy applies to all clients of Dragonfly Dance who purchase classes, memberships, workshops, events, and products. It covers all scenarios in which a client may request a refund, partial refund, or exchange and outlines the process for handling these requests.

Definitions

Refund

A return of payment made for a service or product purchased from Dragonfly Dance or a payment error, duplicate payment, or other qualifying circumstances outlined in this policy.

Exchange

A replacement of a product with another identical or similar item in case of a fault or defect.

Credit

An amount applied to a client’s account to be used toward future classes, memberships, or events, rather than a cash refund.

Extenuating circumstances

Situations beyond a client’s control that may prevent their participation in a course or class, including but not limited to medical emergencies, family crises, and other significant personal issues.

Non-refundable

Services, classes, memberships, or products specifically marked as non-refundable and thus ineligible for refunds under standard circumstances.

Responsibilities

Support Team

The support team is responsible for the initial review and handling of all refund requests. Specific duties include:

Eligibility evaluation

Reviewing each refund request to determine if it qualifies for a refund based on policy criteria.

Handling non-eligible requests

Responding to clients whose requests do not meet refund criteria, explaining the reason based on policy guidelines.

Referral to management

Referring any exceptional or unclear cases to the studio owner for a final decision when discretion is required.

Processing eligible refunds

For requests that qualify under the policy, notifying the client, advising the studio owner of the decision, and emailing the bookkeeper (CC’ing the studio owner) to proceed with payment.

Record-keeping

Updating the online refund request form to indicate whether each request was approved or denied, ensuring accurate tracking of all requests.

Studio Management (Studio Owner)

The studio owner has overall responsibility for:

Policy enforcement and oversight

Ensuring consistent application of the refund policy.

Decision-making

Handling any refund requests that require management discretion or special consideration outside standard policy criteria.

Reporting

Compiling monthly or quarterly reports on refund activity for transparency and financial analysis.

Bookkeeper

The bookkeeper is responsible for the financial processing of approved refunds. Key duties include:

Refund Execution

Issuing approved refunds to clients via electronic funds transfer (EFT) or original payment method, as appropriate.

Updating Financial Records

Recording each refund transaction in Xero and ensuring all financial records reflect current refund activity.

Documentation

Keeping accurate records of processed refunds, including client name, amount, date, and reason, as documented by the support team.

Clients

Responsible for completing a Refund Request Form with relevant details and any supporting documentation. Clients are also responsible for adhering to studio policies, including cancellation timeframes.

Policy details

General refund policy

Refunds are not typically offered for a change of mind or personal preference. Clients are encouraged to carefully consider their commitments before purchasing, as our classes and workshops are scheduled based on confirmed enrolments.

Requesting a refund

Refund requests are to be submitted via our Refund Request online form.

Refund eligibility

Refunds or credits may be considered under specific conditions, including but not limited to:

Double payment or overpayment

When a client is mistakenly charged twice for the same product, class, or service, a refund for the duplicate payment will be issued.

Unintentional or incorrect auto-payment

If an automatic payment occurs incorrectly (eg after a membership cancellation), the incorrect charge will be refunded upon verification.

Extenuating circumstances

Extenuating circumstances that prevent attendance will be considered on a case-by-case basis, provided proof is provided, including:

• Medical Emergencies: Unexpected illness or injury requiring medical attention.

• Family Emergencies: Serious illness, injury, or bereavement within the family.

• Unforeseen Work or Travel Obligations: Major, unavoidable work commitments or travel restrictions.

• Personal Crisis: Other significant personal issues that may justifiably impact participation.

Studio cancellations

If Dragonfly Dance cancels a workshop or event, clients will be offered a refund or credit. This will not be the case if classes are cancelled, as there is a program over 30 classes a week to choose from.

Product faults

If a purchased product is found to be damaged or defective, clients may request an exchange or refund.

Accidental purchases

Refunds may be considered for accidental purchases (eg selecting the wrong product or service) if:

• the error is reported within 48 hours of the transaction

• an valid explanation of the circumstances is provided (eg selecting the wrong product or making a mistake during the checkout process).

Ineligible refund requests

Refunds will generally not be granted in the following cases:

Change of mind

Refunds are not provided for changes of mind after purchase.

Withdrawal after course start date

Refunds are not typically available after the commencement of a course, as enrolments are used to determine the feasibility of running each course.

Non-refundable services

Any services or products marked as non-refundable are ineligible for refunds.

Alternative solutions

In cases where a refund is not available, alternative options may be considered, including:

Credit toward future classes

A credit applied to the client’s account for future use.

Enrolment transfer

When possible, enrolment may be transferred to a similar course in the future.

Partial refunds

Depending on the timing and circumstances, a partial refund may be considered.

Administrative fee

Any credits or refunds requested for payments may incur a 10% administration fee.

Review, amendments, and related policies

Review process

This policy will be reviewed annually to assess its effectiveness and compliance with legal requirements.

Amendments

Changes to this policy may be made by management as necessary, with members notified of any significant updates.