Refund & Cancellation Policy

WHOLE believes refund and cancellation practices should be:

• Fair
• Transparent
• Consistent
• Consumer-focused
• Legally compliant

We do not believe in hidden fees, misleading subscriptions or making cancellation unnecessarily difficult.

You may cancel your WHOLE+ subscription at any time through your account settings or by contacting WHOLE Support.

When you cancel:

• Your subscription will remain active until the end of your current paid billing period.
• No future subscription payments will be charged after cancellation.
• Your account will automatically revert to the free WHOLE membership once your paid subscription expires.

Cancellation does not automatically entitle you to a refund for the current billing cycle unless otherwise stated in this Policy or required by applicable law.

WHOLE understands that genuine mistakes and unforeseen circumstances may occur.

Refund requests for WHOLE+ subscriptions will be considered where:

• duplicate payments have been processed;
• billing errors have occurred;
• technical failures prevented access to premium services for a significant period;
• payment was taken after a confirmed cancellation due to a system error;
• refunds are required by applicable consumer protection legislation.

Refund requests must be submitted within a reasonable period after the transaction.

WHOLE reserves the right to request additional information before processing a refund.

Where a refund is approved:

• WHOLE aims to process approved refunds within 72 hours of approval.
• Once processed by WHOLE, funds are generally expected to reflect in your account within approximately 12 hours, depending on your bank or payment provider.
• Banking delays outside the control of WHOLE may occasionally result in longer processing times.

Refunds will be returned using the original payment method wherever reasonably possible.

Digital products, downloadable resources, educational guides, templates, reports, journals, Academy content and similar digital goods are generally non-refundable once they have been accessed, downloaded or made available, except where required by law.

Where a technical fault prevents access to purchased digital content, WHOLE will make reasonable efforts to restore access or provide an appropriate alternative before considering a refund.

Consultations require time to prepare and reserve.

Users may cancel or reschedule consultations subject to the following conditions.

Eligible for a full refund or rescheduling.

No cancellation fee applies.

Refunds will generally not be provided.

WHOLE may, at its discretion, offer rescheduling in exceptional circumstances.

If a client fails to attend a scheduled consultation without prior notice:

• The consultation fee is generally forfeited.
• WHOLE reserves the right to determine whether exceptional circumstances justify rescheduling.

Examples of exceptional circumstances may include:

• Medical emergencies
• Serious illness
• Bereavement
• Natural disasters
• Technical failures beyond the client's reasonable control

Supporting documentation may be requested.

If WHOLE or the assigned practitioner cancels a consultation due to illness, emergency or unforeseen circumstances, the client may choose one of the following:

• A full refund.
• Rescheduling at no additional cost.
• Credit towards another consultation.

Refunds relating to corporate wellness programmes, organisational subscriptions or customised services may be subject to separate written agreements.

Where no separate agreement exists, this Policy applies.

Discounted services, promotional offers, scholarship programmes and limited-time campaigns may be subject to specific promotional terms.

Unless expressly stated otherwise, promotional pricing does not alter the rights contained within this Policy.

If a customer initiates a chargeback through their financial institution without first contacting WHOLE to resolve the matter:

• WHOLE reserves the right to temporarily suspend access to premium services during the investigation.
• Relevant transaction records may be provided to payment providers where necessary to resolve disputes.
• Fraudulent chargebacks may result in permanent account suspension and recovery of associated costs where permitted by law.

WHOLE encourages customers to contact us directly so that concerns can be resolved quickly and fairly.

WHOLE reserves the right to refuse refunds where there is evidence of:

• repeated refund requests;
• abuse of promotional offers;
• fraudulent subscriptions;
• misuse of premium services;
• intentional circumvention of payment systems.

Each request will be assessed individually and fairly.

If you believe you have been charged incorrectly, please contact WHOLE immediately.

Examples include:

• Duplicate charges.
• Incorrect billing amounts.
• Payment after confirmed cancellation.
• Technical billing errors.

WHOLE will investigate promptly and take appropriate corrective action where necessary.

Nothing contained within this Policy limits or excludes any rights that cannot lawfully be excluded under applicable consumer protection legislation.

Where mandatory legal protections provide greater rights than this Policy, those legal protections will apply.

Refund requests may be submitted by contacting:

Please include:

• Your full name.
• Email address associated with your WHOLE account.
• Date of purchase.
• Payment reference.
• Reason for requesting a refund.
• Any relevant supporting information.

Providing complete information helps us process requests more efficiently.

WHOLE aims to acknowledge refund requests within two (2) business days.

Where additional information is required, processing times may be extended until the requested information has been received.

Approved refunds are generally processed within 72 hours.

WHOLE is committed to treating every refund and cancellation request fairly, respectfully and in accordance with applicable law.

Our goal is not only to provide outstanding digital health services but also to ensure that every interaction with WHOLE reflects our values of integrity, transparency and accountability.

If a genuine mistake has occurred, we will work with you to resolve it promptly and professionally.

Questions regarding this Policy may be directed to: