Cancellation and Refund Policy
For distance energy healing sessions, session packages, and gift cards
Connected Heart Healing · connectedhearthealing.com.au · ABN: 95679883607 · Last updated: March 2026
This Cancellation & Refund Policy applies to all Connected Heart Healing distance energy healing sessions (for people and animals), session packages, and gift cards. It does not apply to Quantum-Touch Level 1 workshops or Healing Circles — those are governed by the Quantum-Touch Organisation's own policy at quantumtouch.com/en/workshops/workshops-fees-and-policies.
This policy forms part of your agreement with Connected Heart Healing and is consistent with the Australian Consumer Law (ACL). By completing a booking or purchase, you confirm that you have read and agree to this policy.
Your rights under the ACL cannot be excluded or limited by this policy. Where there is any inconsistency between this policy and the ACL, the ACL prevails.
More than 24 hours notice
No cancellation fee. Full refund to your original payment method, or reschedule at no charge — whichever you prefer.
Less than 24 hours notice
50% cancellation fee applies. The remaining 50% is refunded to your original payment method, or credited toward a future session at your request.
No-show (no contact made)
Full session fee is forfeited. If you missed your session due to a genuine emergency, please contact us as soon as possible and we will consider the circumstances.
Cancelled by Connected Heart Healing
No cancellation fee. Full refund or reschedule offered.
1. Cancelling your session
More than 24 hours before your session
If you cancel or reschedule more than 24 hours before your session start time, no cancellation fee applies. You will receive a full refund to your original payment method, or we can reschedule your session at no charge — whichever you prefer.
Less than 24 hours before your session
If you cancel less than 24 hours before your session start time, a cancellation fee of 50% of the session price applies. This fee reflects the genuine loss of a time slot that cannot reasonably be filled at short notice. The remaining 50% will be refunded to your original payment method, or credited toward a future session at your request.
The 24-hour window is calculated from the start time of your booked session. For example, if your session is at 10:00 am on Tuesday, the cancellation deadline is 10:00 am on Monday.
No-shows
If you do not attend your session and make no contact before or during the scheduled session time, the full session fee is forfeited and no refund is payable. If you missed your session due to a genuine emergency, please contact us as soon as possible and we will consider the circumstances.
How to cancel or reschedule
You can cancel or reschedule your session at any time via the link in your Acuity Scheduling booking confirmation email. Alternatively, you can contact us directly at jodie@connectedhearthealing.com.au. Cancellation or rescheduling requests are recorded from the time we receive them.
2. Cancellation by Connected Heart Healing
In the unlikely event that we need to cancel a session, we will contact you as soon as possible and offer you either a full reschedule at a time that suits you, or a full refund to your original payment method. No cancellation fee applies when we cancel.
We are not liable for any additional costs you may incur as a result of a cancellation by us.
3. Session packages
Session packages are prepaid bundles of three or five sessions at a discounted rate. The following terms apply:
3-Session Package: valid for four months from the date of purchase
5-Session Package: valid for six months from the date of purchase
The expiry date of your package is stated in your purchase confirmation email. It is your responsibility to book and use your sessions before the expiry date.
Cancellations within a package
The same 24-hour cancellation policy applies to individual sessions within a package. A late cancellation or no-show will deduct the relevant session from your package balance, and the 50% cancellation fee or full forfeiture applies as described above.
Extensions
If you are unable to use all sessions before your package expires due to genuine unforeseen circumstances — such as illness or a family emergency — you may request a one-time extension of up to 30 days by contacting us before your package expires. Extensions are granted at our discretion and are not guaranteed.
Unused sessions at expiry
Sessions not used by the expiry date are forfeited, provided the expiry terms were clearly disclosed at the time of purchase (which they are — via your purchase confirmation email and this policy). If you believe your package has expired due to circumstances beyond your control, please contact us before the expiry date where possible.
Package refunds
Packages are not refundable for change of mind once purchased. However, your ACL consumer guarantee rights apply to all sessions within the package. If a session fails to meet the consumer guarantees, you retain the right to a remedy for that session regardless of package expiry.
4. Gift cards
Gift cards are valid for three years from the date of issue. The issue date is stated on your gift card confirmation email.
Gift cards are not redeemable for cash
Gift cards are not refundable for change of mind once purchased
After the three-year expiry date, the gift card is forfeited and no refund is payable — provided the expiry terms were clearly disclosed at the time of purchase (which they are)
If a gift card recipient is unable to use a gift card for reasons outside their control, please contact us to discuss options
Australian Consumer Law — gift card minimum expiry
Under the Australian Consumer Law, gift cards must be valid for a minimum of three years from the date of purchase. Connected Heart Healing gift cards meet this requirement. No post-purchase fees of any kind apply to gift cards.
5. Your rights under the Australian Consumer Law
Our services come with non-excludable consumer guarantees under the Australian Consumer Law. Nothing in this policy overrides those rights.
Australian Consumer Law — your consumer guarantees
Our services come with guarantees that cannot be excluded under the Australian Consumer Law. For major failures with the service, you are entitled to: cancel your service contract with us; and a refund for the unused portion, or to compensation for its reduced value. You are also entitled to be compensated for any other reasonably foreseeable loss or damage. If the failure does not amount to a major failure, you are entitled to have problems with the service rectified in a reasonable time and, if this is not done, to cancel your contract and obtain a refund for the unused portion of the contract.
In plain terms: if a session has a major failure — for example, if we fail to deliver the service as described — you are entitled to a refund for that session regardless of cancellation policy. Consumer guarantees always apply.
6. How refunds are processed
Refunds are returned to the original payment method used at the time of booking, processed through Acuity Scheduling. Refund processing times depend on your payment provider — typically three to five business days for card payments. We will confirm when a refund has been initiated.
If you have a question about a refund or believe you are entitled to a remedy under the ACL, please contact us at jodie@connectedhearthealing.com.au. We will respond within two business days.
7. Contact us
For any questions about this policy, to request a cancellation, reschedule, extension, or to raise a concern, please contact:
Jodie Cruz
Connected Heart Healing
ABN: 95679883607
Email: jodie@connectedhearthealing.com.au.
Website: connectedhearthealing.com.au
Cancellations can also be made via the link in your Acuity booking confirmation email.
Connected Heart Healing · Cancellation & Refund Policy · Last updated March 2026 · This document does not constitute legal advice.