Digital acknowledgements
When you purchase a pass or service bundle online or at the desk, you receive a receipt reference. Retain that reference for any refund correspondence.
Cooling-off for unused passes
If you have not attended any session covered by a newly purchased multi-visit pass, you may request a full refund within seven calendar days of purchase. After the first attended session, the pass is considered partially consumed and only the prorated unused portion is eligible for review.
Cancellations initiated by us
When we cancel a scheduled block for maintenance or facilitator absence, we automatically extend pass validity or offer a credit toward a replacement date. Cash refunds for those specific cancellations are available upon written request within thirty days.
How refunds are paid
Approved refunds return to the original payment method where banking rules allow. If that route is unavailable, we coordinate bank transfer using details you supply securely through our desk.
Goods
Branded retail items sold at the desk may be returned unworn with tags within fourteen days for exchange or refund. Personal hygiene items are not returnable once opened, in line with Australian Consumer Law hygiene exceptions.
Statutory rights (Australian Consumer Law)
Nothing in this Policy limits any remedy you may have for a failure of a consumer guarantee under the Australian Consumer Law, including where there is a major failure with services or goods. In addition to the commercial steps below, you may contact the Queensland Office of Fair Trading or the ACCC for general guidance.
Contact for returns
Email writetous@bonealiveflex.world with your receipt reference, or visit 42 Marine Parade during staffed hours with physical proof of purchase.