Refund and Cancellation Policy
Last updated: 4 October 2026
The short version
Digital products and coaching are not refundable for change of mind, because you get the value the moment you get access. You are always entitled to a remedy if something we sold you is faulty, not as described, or not delivered with due care and skill. That right comes from the Australian Consumer Law and nothing in this policy takes it away.
If something has gone wrong, email info@biancaa.com before you contact your bank. We would much rather fix it.
1. Digital products and downloads
Once a digital product has been delivered it cannot be returned, so change-of-mind refunds do not apply. We will refund or replace if the product was never delivered, the file is corrupted or incomplete and we cannot supply a working version, the product is materially different from what the sales page described, or you were charged twice or for something you did not buy. Email us within 30 days of purchase with your order details.
2. One-to-one coaching and mentoring
Before the first session. Cancel more than seven days before your first session for a full refund, less any payment processing fees we cannot recover.
After the first session. Fees for sessions already delivered are not refundable. For a multi-session package, you may cancel the remainder and we will refund unused sessions at the single-session rate.
Rescheduling. Give at least 24 hours notice and we will move your session at no cost. Less notice, or not showing up, means the session is treated as delivered.
If we cancel. You get a replacement session at no cost. If we cannot deliver the rest of an engagement at all, you get a full refund of everything undelivered.
3. Group programs
Before the program starts. Cancel more than 14 days before the start date for a full refund less processing fees. Within 14 days of the start date we retain 50 percent.
After the program starts. No refunds once the program has started or materials have been released, whichever comes first.
Payment plans. A payment plan is a commitment to the full program fee. Leaving the program does not cancel the remaining instalments.
If we cancel or postpone. You can take a full refund or move to the next intake.
4. Live events and workshops
More than 30 days before the event: full refund less processing fees. Between 14 and 30 days: 50 percent refund, or transfer your place to someone else. Less than 14 days: no refund, but you may transfer your place by emailing us at least 48 hours before. If we cancel an event, you receive a full refund of the ticket price.
5. Your rights under the Australian Consumer Law
Our goods and services come with guarantees that cannot be excluded under the Australian Consumer Law. For a major failure you are entitled to cancel and receive a refund. For a minor failure we are entitled to fix the problem first, and if we cannot fix it within a reasonable time you can then cancel and get a refund. Change of mind is not a failure.
6. How to request a refund
Email info@biancaa.com with your name, the email you used at purchase, your order or receipt, and what has gone wrong. We will acknowledge within two business days and decide within five. Approved refunds go back to the original payment method within five business days. Your bank then takes its own time, usually three to ten business days.
7. Chargebacks
Please talk to us before raising a chargeback. If you raise one, we will give your bank the evidence we hold, and we may suspend your access to programs while it is open.
8. Exceptions
If you are dealing with a genuine hardship, a bereavement or a serious illness, tell us. Pausing an enrolment, moving to a later intake or restructuring a payment plan are all options we will consider.
Contact
This policy forms part of our Terms of Service. Mana Kaitiaki Pty Ltd as trustee for the Mana Kaitiaki Trust (ABN 59 353 729 897).
