Running a wellness business is rewarding, but refund disputes can quickly turn into costly headaches. Whether you offer naturopathy, nutrition consultations, Pilates classes, or health coaching, having clear legal protections in place is essential.
Without proper policies, a client can dispute a charge—even if they have used your service or product—leaving you financially vulnerable. Here’s how to protect your business from refund disputes while ensuring your policies are fair and legally sound.
1. Have a Clear and Legally Compliant Refund Policy
A vague or non-existent refund policy can leave you open to disputes. In Australia and New Zealand, consumer laws require businesses to provide refunds under certain circumstances—but they also allow you to set your own terms for cancellations and refunds on services.
How to Structure Your Refund Policy
- Clearly define when refunds are allowed and when they are not
- Set a cancellation timeframe for appointments, classes, or programs
- Include refund terms for digital products or downloadable content
- Explain what happens in case of dissatisfaction with your services
Example:
“All cancellations require 24 hours’ notice. Missed appointments or late cancellations are non-refundable. Refunds are only provided if the service has not been delivered or in accordance with Australian Consumer Law.”
Where to Display It
- On your website (Terms of Sale and FAQs)
- On invoices and receipts
- In client onboarding materials
2. Use Terms of Sale Agreements to Protect Yourself
A Terms of Sale Agreement is a legally binding document that outlines refund policies, cancellation terms, and payment conditions. This ensures clients agree to your terms before they book or buy, reducing disputes.
What Should Be in Your Terms of Sale?
- Payment terms (upfront, deposits, installment plans)
- Cancellation and refund policies
- Liability waivers and disclaimers
- Late payment and chargeback policies
The Legally Healthy Terms of Sale Template is drafted specifically for Australian and New Zealand health and wellness practitioners, ensuring your policies are legally enforceable.
3. Get Clients to Acknowledge Your Terms Before Booking
A refund policy will not protect you unless clients agree to it. Verbal agreements are not enough—you need written acknowledgment to prevent chargebacks or legal claims.
How to Get Client Consent
- Add a checkbox to online bookings and digital product checkouts (“I agree to the Terms of Sale”)
- Have clients sign an Informed Consent and Client Agreement before starting services
- Use automated emails to send your policy after booking
If a client files a dispute, you can show proof that they agreed to the terms—helping you win the case.
4. Be Aware of Consumer Law Requirements
While you can set refund policies, Australian and New Zealand Consumer Law states that businesses must provide refunds in certain situations, such as:
- The service was not delivered as promised
- The product was faulty, unsafe, or not as described
- The business failed to meet reasonable expectations
However, change of mind, lateness, or personal dissatisfaction are not automatic grounds for a refund if your Terms of Sale state otherwise.
Make sure your refund policy aligns with consumer law to avoid legal issues.
5. Protect Your Business with Legally Sound Contracts
A refund dispute can cost you time and money—but having solid contracts in place can prevent misunderstandings before they start.
Must-Have Legal Documents for Your Business
- Terms of Sale Template – Covers payments, refunds, cancellations, and chargebacks so you are not caught off guard by disputes.
- Informed Consent and Client Agreement – Ensures clients understand your services, limitations, and responsibilities before booking.
- Website Terms and Privacy Policy – Legally protects you if you sell digital products, collect client data, or offer online bookings.
Not sure where to start? The Get Started Template Bundle has all the essential legal documents your wellness business needs—lawyer-drafted for Australia and New Zealand and ready to use.
Final Thoughts: Stop Refund Disputes Before They Start
Refund disputes can be avoided with clear policies, legally binding agreements, and proper client acknowledgment. Being proactive about legal protection now can save you from stressful disputes later.
Check out our Legally Healthy templates here and legally protect your health business today.
