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REFUND & CANCELLATION POLICY

Refund & Cancellation Policy – Community Stoma Service

Last updated: December 2025

Community Stoma Service (“we”, “us”, “our”) provides personalised stoma support sessions delivered by Registered Nurse Kelly Taylor, RN. We follow the Australian Consumer Law (ACL) regarding refunds and service quality.

1. Cancellations & Rescheduling

You may reschedule your session:
âś” Up to 24 hours before your appointment without penalty.
âś” Within 24 hours only in cases of emergency, at our discretion.

To reschedule, use the link in your confirmation email or contact:
[email protected]

No-show appointments (not attending without notice) are considered a completed service and are not refundable.

2. Refunds

Under Australian Consumer Law, you are entitled to a refund if a service:

  • Is not delivered as agreed

  • Is significantly different from the description

  • Is not provided with due care or skill

We offer refunds in these situations.

Refunds are not offered when:

  • You change your mind

  • You no longer need the service

  • You choose not to use the information provided

  • You miss your appointment

  • Your device or internet connection prevents participation

3. Technology Issues

If technical problems on our end prevent your session from going ahead, we will reschedule at no cost.

If the issue is on your end (e.g., poor internet), we will make reasonable efforts to continue the session or reschedule once at no cost.

4. Quality of Service Guarantee

We are committed to providing support with care, skill, and professional standards. If you are unsatisfied, email us within 7 days and we will review your concerns and work with you toward a fair solution in line with Australian Consumer Law.

5. Contact us

For refund, cancellation, or rescheduling support, contact:
[email protected]

 

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