Yes, you can request a refund. Please read our Nalu Massage Training Refund Policy effective from 26.09.2024. We strive to ensure customer satisfaction and are here to help resolve any concerns fairly and promptly. Here's a brief overview of our refund process: 1. **Initial Inquiry**: Contact us directly if you're not satisfied with your purchase. Many issues can be resolved quickly through direct communication. For product-related issues, please contact us within 14 days from receipt of goods. 2. **Refund Request**: If the matter cannot be resolved through discussion, submit a formal refund request in writing, including a clear description of the issue, relevant details (e.g., purchase date, product details), and your desired resolution (e.g., refund, replacement). Requests should be made within 30 days from the date of purchase. 3. **Acknowledgment**: We will acknowledge receipt of your refund request within 5 business days and begin reviewing it. 4. **Investigation and Evaluation**: We will thoroughly review your request, which may involve further communication or review of the purchase details. Refund requests will be processed within 14 days where possible, and you will receive a written response outlining the outcome. 5. **Resolution**: If approved, we will process the refund as soon as possible via the original payment method unless otherwise agreed upon. If not approved, we will provide a clear explanation and any available alternative solutions. 6. **Escalation**: If you're not satisfied with the resolution, you may request a review of the decision within 10 business days of receiving the initial response. The review will be conducted by a senior management member or an impartial party not involved in the initial decision. 7. **External Mediation**: If an internal resolution cannot be reached, both parties may agree to engage an external mediator to facilitate the discussion and find a mutually acceptable solution. Nalu Massage Training will bear the costs of external mediation. 8. **Confidentiality**: All refund and grievance requests will be handled confidentially, ensuring the privacy of all parties involved. Information will only be shared with those directly involved in the resolution process. 9. **Non-Retaliation**: We prohibit retaliation against any customer for filing a refund request or participating in the grievance process. Any incidents of retaliation will be addressed promptly. For questions about this policy or to submit a refund request, please contact us at info@nalumassagetraining.com or call 0402059920. Thank you for your understanding and for allowing us the opportunity to address your concerns.

Nalu Massage Training and Wellness Centre – Events Policy

Effective Date: 04 Janar 2026 Applies to: All participants, facilitators, and staff attending events at Nalu Massage Training and Wellness Centre.

1. Purpose

The purpose of this policy is to ensure that all events hosted by Nalu Massage Training and Wellness Centre are conducted safely, professionally, and in a manner consistent with legal, ethical, and operational standards. This policy provides guidance for participants, facilitators, and staff regarding expectations, responsibilities, and procedures for workshops, courses, and wellness events.

2. Scope

This policy applies to:

• All courses and workshops (e.g., massage, Lava Shell, pregnancy massage, workshops)

• Wellness events or gatherings held at Nalu Massage Training and Wellness Centre

• Online or hybrid events organised or endorsed by Nalu Massage Training and Wellness Centre

3. Event Registration and Eligibility

• All participants must complete registration and payment prior to attending.

• Some courses have prerequisites (e.g., minimum massage or yoga experience) which must be met to attend.

• Nalu Massage Training and Wellness Centre reserves the right to refuse entry to any participant who does not meet course prerequisites or who does not comply with this policy.

4. Payment and Refunds

• Full payment is required to secure a place in a course or event.

• Refunds and cancellations are subject to the following:

  • Cancellation more than 14 days before the event: 80% refund

  • Cancellation 7–14 days before the event: 50% refund

  • Cancellation less than 7 days before the event: no refund, unless due to exceptional circumstances, at the discretion of the Centre

• Nalu Massage Training and Wellness Centre reserves the right to cancel or reschedule events. In such cases, participants will be offered a full refund or transfer to a future event.

5. Health, Safety, and Wellbeing

• Participants are expected to disclose any medical conditions, pregnancy, or injuries that may affect participation.

• The Centre adheres to strict health, hygiene, and safety protocols.

• Participants must follow facilitator instructions at all times for their own safety and that of others.

• Any unsafe behaviour or failure to follow instructions may result in removal from the event without refund.

6. Professional Conduct

• All participants and staff must act with respect, courtesy, and professionalism.

• Nalu Massage Training and Wellness Centre does not tolerate harassment, discrimination, or disruptive behaviour.

• Facilitators and participants must maintain confidentiality of personal or sensitive information shared during events.

7. Legal and Compliance Requirements

• Certain courses (e.g., pregnancy massage) require participants to have relevant qualifications and insurance.

• Participants must comply with all legal, ethical, and professional requirements, including scope of practice and workplace health and safety.

8. Privacy and Photography

• Photography or video recording is not permitted without prior consent from facilitators and participants.

• Nalu Massage Training and Wellness Centre may use images or video from events for marketing or educational purposes, with explicit permission.

9. Property and Equipment

• Participants are responsible for personal belongings.

• Equipment provided by Nalu Massage Training and Wellness Centre must be used safely and respectfully.

• Any damage to equipment or property may result in financial responsibility for repair or replacement.

10. Feedback and Complaints

• Participants are encouraged to provide feedback on events.

• Any complaints should be directed to Nalu Massage Training and Wellness Centre via nalamassage.com Complaints will be addressed promptly and professionally.

11. Amendments

• Nalu Massage Training and Wellness Centre reserves the right to amend this policy at any time.

• Updated versions will be communicated to participants prior to events.

Acknowledgment

By attending an event at Nalu Massage Training and Wellness Centre, participants agree to abide by this policy and accept the terms outlined herein.

Terms and Conditions – Nalu Massage Training and Wellness Centre Effective as of 1 January 2025

1. General By purchasing Lava Shells or enrolling in any training course with Nalu Massage Training and Wellness Centre, you agree to the following terms and conditions. These terms apply to all purchases made online, in-person, or via direct communication.

2. Payments

• Full payment is required to secure your place in any course or to dispatch product orders.

• Payment methods accepted include direct bank transfer, credit card, or cash (in person).

• All prices are in AUD and include GST unless stated otherwise.

3. Cancellations & Refunds

• Training Courses: Cancellations made 14 days or more before the course date are eligible for a refund minus a $50 admin fee. Cancellations made less than 14 days prior are non-refundable but may be credited toward future courses at our discretion.

• Lava Shell Products: Refunds are only available for faulty or damaged items. Proof of damage must be provided within 7 days of receiving the product.

4. Course Rescheduling Nalu reserves the right to reschedule courses due to low enrolment or unforeseen circumstances. You will be offered a transfer or full refund in such cases.

5. Health & Safety Participants must disclose any medical conditions that may affect their participation in practical training. Safety protocols must be followed during all training sessions.

6. Intellectual Property All course materials remain the property of Nalu Massage Training and Wellness Centre. Reproduction or distribution without written permission is prohibited.

7. Liability Nalu is not liable for any injury, loss, or damage incurred during training or through misuse of purchased products. Always follow instructions provided.

8. Changes to Terms Nalu Massage Training and Wellness Centre reserves the right to update these terms without prior notice. It is your responsibility to review them regularly.