The Regulation Hourglass™ Blog About Contact

REFUND POLICY

 Last updated: 24/11/2025

Thank you for choosing to learn with Sensory SMART OT Pty Ltd and The Regulation Hourglass™.

Our aim is to provide high-quality, evidence-informed educational content to support parents, educators, and health professionals.

Because our products are digital and delivered immediately upon purchase, our refund policy reflects the nature of online programs and complies with the Australian Consumer Law (ACL).

 

1. Digital Products & Online Courses Are Non-Refundable

All purchases of digital products — including but not limited to:

  • online courses

  • webinars

  • downloadable resources

  • templates

  • handouts

  • eBooks

  • memberships

  • digital bundles

…are non-refundable due to the instant and irrevocable delivery of digital content.

Once access is granted, the product cannot be “returned,” and therefore no refunds, cancellations, or account transfers will be issued, including in cases where:

  • you change your mind

  • you decide the program is not suitable for your needs

  • you do not complete the course

  • your circumstances change

  • your child’s or family’s needs change

  • you choose not to access the material

This is standard practice for digital education under the Australian Consumer Law.

 

2. Australian Consumer Law (ACL) Protections

We comply fully with the ACL.

You may be entitled to a remedy if the digital product:

  • fails to function as described,

  • is significantly different from its description, or

  • contains a major technical fault that cannot be resolved.

Please note:
Perceived lack of personal progress, changes in NDIS eligibility, behaviour outcomes, or therapeutic expectations do not constitute grounds for a refund, as our programs are educational and do not guarantee individualised results.

To request assistance relating to a potential ACL concern, contact us at:
📧 resources@sensorysmartot.com.au

 

3. Payment Plans

If you choose a payment plan:

  • you are responsible for completing all agreed payments

  • payment plans cannot be paused, cancelled, or refunded

  • missed payments may result in suspended access until resolved

  • failure to complete a payment plan does not constitute grounds for a refund

Please ensure your payment method remains active for the full duration of your plan.

 

4. Not Therapy or Individualised Support

All courses, downloads, and resources from Sensory SMART OT Pty Ltd are:

  • general in nature

  • educational only

  • not personalised advice

  • not therapy

  • not assessment

  • not medical, psychological, or clinical intervention

Purchasing any product does not create a therapist–client relationship with staff from Sensory SMART OT Pty Ltd.

Because outcomes vary widely across children, we cannot offer refunds for:

  • lack of perceived progress

  • behavioural changes not occurring

  • unmet expectations

  • NDIS funding changes

  • school or systemic decisions

  • differences in individual response

This is consistent with AHPRA guidelines and national OT standards.

 

5. Technical Issues

We will make all reasonable efforts to support access issues related to:

  • Kajabi platform access

  • login problems

  • broken links

  • video streaming errors

However, we are not responsible for:

  • personal device or internet issues

  • firewall or workplace network restrictions

  • outdated browsers

  • user error

Technical issues do not qualify for refunds, but we are always here to help troubleshoot.

 

6. Duplicate Purchases

If you accidentally purchase the same product twice using the same email address, contact us within 5 days, and we will review and may offer a resolution.

 

7. Contact Us

For help, support, or questions about this policy:
📧resources@sensorysmartot.com.au

Please include your full name, email address, and order number.