Swim passes, packages and membership refund policy

This Refund Policy ("Policy") applies to the following purchases: swim passes, packages or memberships that are sold on the Melbourne Glamourhead Sharks website.

1. General

   1. We offer refunds, repairs and replacements in accordance with the Australian Consumer Law and on the terms set out in this Refund Policy ("Policy").

   2. Any benefits set out in this Policy may apply in addition to consumer's rights under the Australian Consumer Law.

   3. Before making a purchase, please read this Policy to understand your rights and what you can expect from us if you are unsatisfied with your order.

2. Australian Consumer Law

   1. Under the Australian Consumer Law:

      1. Our goods and services come with guarantees that cannot be excluded under the Australian Consumer Law. For significant failures with the goods, you are entitled

         1. to cancel the purchase; and

         2. to a refund for the price of the goods; and

         3. compensation for any damage or loss (whether direct or consequential) that was, or reasonably ought to have been, foreseeable by us.

      2. If the failure with the service does not amount to a major failure, you are entitled to re-supply the goods within a reasonable time or to cancel the purchase and be provided with a refund of any price paid.

   2. We offer refunds, repairs, and replacements in accordance with Australian Consumer Law.

   3. The Australian Consumer Law provides a set of Consumer Guarantees that protect consumers when buying products and services.

   4. If the Australian Consumer Law applies, then we cannot avoid the Consumer Guarantees which it provides. If there is an inconsistency between this Policy and the Australian Consumer Law, the Australian Consumer Law will prevail.

   5. Further information about the Australian Consumer Law and these Consumer Guarantees is available from the Australian Competition and Consumer Commission website.

   6. If a product or service which you purchased from us has a major failure (as defined in the Australian Consumer Law) then you may be entitled to a replacement or refund. You may also be entitled to compensation for any reasonably foreseeable loss or damage resulting from that major failure.

   7. If a product or service which you purchased from us has a failure which does not amount to a major failure (as defined in the Australian Consumer Law) then you may still be entitled to have the goods repaired or replaced.

3. Cancellation and Change of Mind

   1. In the event that you receive the products or services you have purchased, as stated, but that you change your mind, we may, at our discretion, offer you a refund or exchange, provided that:

      1. You notify us within 14 days of receipt.

      2. In the case of services, the services have not already been performed.

      3. The following conditions are satisfied:

         That the swim pass, package or membership has not been used to book a swim class.

4. Exceptions

   1. Notwithstanding the other provisions of this Policy, we may refuse to provide a repair, replacement or refund for a product or service purchased by you if:

      1. You misused the said product in a way which caused the problem.

      2. You knew or were made aware of the problem(s) with the product or service before you purchased it.

      3. You asked for a service to be done in a certain manner, or you asked for alterations to a product against our advice, or you were unclear about what you wanted.

      4. Any other exceptions that apply under the Australian Consumer Law.

5. Response Time

   1. We aim to process any requests for repairs, replacements or refunds within five days of receipt.

6. Contact Us

   1. If you wish to speak to us about this Policy or any refund on your chosen swim pass, package or membership, please get in touch with us at: booking@glamourheads.org.