Refund Policy

The Rugby Dietitian

Last updated: March 2026

www.therugbydietitian.com | info@therugbydietitian.com

The Rugby Dietitian is a trading name of Freney Health Pty Ltd (ABN 67 696 131 914). References to “The Rugby Dietitian”, “we”, “us”, and “our” throughout this policy refer to Freney Health Pty Ltd.

1. Overview

The Rugby Dietitian is committed to delivering high-quality, personalised nutrition coaching and performance services. This policy sets out how we handle cancellations, refunds, and related requests.

Nothing in this policy limits or excludes your rights under the Australian Consumer Law (ACL). Where the ACL applies, you are always entitled to the remedies it provides, regardless of what this policy says.

2. Your Rights Under Australian Consumer Law

This section cannot be modified or excluded by contract. These are your automatic legal rights.

Under the ACL, when we provide services to you, we guarantee that our services will be:

Provided with due care and skill

Fit for the purpose described or agreed

Delivered within a reasonable time (where no timeframe is agreed)

If a service or product fails to meet one of these guarantees, you are entitled to a remedy. The remedy depends on whether the failure is major or minor:

Major failure — you may cancel the agreement and receive a refund for the unused portion, or compensation for the drop in value.

Minor failure — we will fix the issue at no cost to you, or re-perform the service.

It is unlawful for us to tell you that you have no right to a refund under any circumstances. Any clause in this policy that says 'all sales final' or 'no refunds' applies only to change-of-mind situations — it does not apply where your ACL rights are engaged.

3. Nutrition Consultations & Coaching Sessions

Cancellations & Rescheduling

We ask that you provide at least 24 hours' notice to reschedule or cancel an appointment. This allows us to offer the time to another client.

Appointments cancelled with 24+ hours' notice: no charge; full rescheduling available

Late cancellations (less than 24 hours' notice): may be charged up to the full session fee

No-shows without notice: charged in full

Cancellation fees are genuine pre-estimates of our loss from the missed appointment. They do not override your ACL rights if a service failure occurs.

Refunds After a Consultation Has Taken Place

Once a consultation has been delivered, we do not provide refunds simply because the outcome was not what you hoped for — nutrition outcomes depend on many individual factors including adherence, training load, and health status.

However, if you believe the consultation was not delivered with due care and skill, or did not meet what was described, please contact us. This may constitute an ACL failure and we will assess and respond accordingly.

Exceptional Circumstances

We recognise that elite athletes and clients face unpredictable situations including injury, illness, competition scheduling changes, and family emergencies. Please contact us promptly — we aim to be fair and will consider each situation individually.

4. Coaching Packages & Programs (e.g. 12-Week Performance System)

For multi-session or multi-week programs:

Refunds are not available for sessions or weeks that have already been delivered

If you need to withdraw from a program before completion, a partial refund for genuinely unused sessions or weeks may be considered at our discretion

Any reasonable administrative costs may be deducted from a partial refund

If you withdraw from a program due to a medical reason supported by documentation, we will work with you to find a fair resolution, including deferral or credit where possible.

If the program fails to deliver what was described (major failure under the ACL), you are entitled to cancel and receive a refund for unused portions — this applies regardless of our discretionary policy above.

5. Digital Products, Guides & Online Resources

Due to the instant-access nature of digital products (e.g., nutrition guides, PDFs, meal plan templates, online modules):

Change-of-mind refunds are not offered once a digital product has been accessed or downloaded

Refunds will be provided if the product is faulty, inaccessible, or materially different from its description

Refund requests for technical issues must be submitted within 14 days of purchase with evidence of the issue

These limits apply only to change-of-mind situations. Your ACL rights in relation to product quality and fitness for purpose are not affected.

6. Omega-3 Biomarker Tests & Lab-Based Services

Biomarker testing services involve a third-party laboratory. The following applies:

Once a testing kit has been dispatched or activated, the test fee is non-refundable as the cost has been committed to the lab

If a kit is defective or results are not delivered due to a lab error, we will arrange a replacement test or refund at no cost to you

If you are unable to complete the test due to circumstances within your control (e.g., change of mind, failure to return sample), a refund is not available

Result interpretation services are subject to the same terms as consultations (Section 3).

7. Physical Products or Merchandise (if applicable)

If physical products are sold through The Rugby Dietitian:

Refunds or replacements are provided for items that are defective, damaged in transit, or do not match their description

Requests must be submitted within 7 days of receiving the product, with photographic evidence where relevant

Items may be required to be returned before a refund is processed — we will cover reasonable return postage for ACL-eligible claims

Opened ingestible products (e.g., supplements) cannot be returned for change of mind due to health and safety reasons, unless the product is faulty

8. How to Request a Refund

To request a refund, cancellation, or deferral, please contact us:

Email: info@therugbydietitian.com

Website: www.therugbydietitian.com

Please include:

Your full name

The service or product purchased

Date of purchase

A clear description of your request and the reason

Any supporting documentation (e.g., medical certificate, proof of technical issue)

We aim to respond within 2–3 business days and to resolve all requests fairly and promptly.

9. If We Cannot Resolve Your Request

If you are unsatisfied with our response, you have the right to contact:

NSW Fair Trading (or your state/territory consumer protection agency):

Website: www.fairtrading.nsw.gov.au | Phone: 13 32 20

Australian Competition and Consumer Commission (ACCC):

Website: www.accc.gov.au | Phone: 1300 302 502

These bodies can assist with unresolved consumer disputes at no cost to you.

This Refund Policy was last reviewed and updated in March 2026. The Rugby Dietitian — ABN 67 696 131 914. This policy operates alongside and does not limit your rights under the Australian Consumer Law.