Guidra Refund & Cancellation Policy

Version 1.0

Last updated: July 31, 2026

Our approach

We want you to feel confident when purchasing from Guidra.

This policy explains when you can cancel, when refunds may be available, and how we approach situations where plans change or something goes wrong.

We always aim to be fair, while recognising that some of our products, professional services and experiences require us to commit significant time, people and resources in advance.

This policy forms part of the Guidra Terms & Conditions.

Some purchases are processed by third-party platforms or payment providers, including app stores. Where Apple, Google or another platform controls billing, cancellations or refunds, you may need to use that platform’s own cancellation or refund process.

1. General Principles

Unless a particular product or service expressly states otherwise before purchase:

• payments are normally made in advance;
• purchases are subject to this Refund & Cancellation Policy;
• cancellation and refund rights may vary depending on the product or service purchased, where you live and how the purchase was made;
• we will review genuine concerns fairly; and
• your statutory consumer rights remain unaffected.

Where a product or service has its own cancellation or refund terms, those terms will take precedence for that product or service.

2. App Subscriptions

Guidra offers a Free plan as well as optional Premium subscriptions.

Because the Free plan is available without a time limit, we encourage members to explore Guidra before deciding whether Premium is right for them.

Premium subscriptions are billed in advance on either a monthly or annual basis. Unless stated otherwise before purchase, subscriptions renew automatically until cancelled.

You may cancel your subscription at any time through:

• your Guidra account settings;
• the app store or payment platform through which you subscribed; or
• another cancellation method clearly provided to you.

When you cancel:

• future renewals will stop;
• you will not be charged again unless you choose to resubscribe; and
• your Premium access will normally continue until the end of the period you have already paid for.

Refund requests

We understand that mistakes and unexpected circumstances sometimes happen.

Please contact us if:

• you believe you were charged in error;
• you accidentally purchased the wrong subscription;
• you purchased an annual subscription when you intended to purchase a monthly subscription;
• you were charged more than once;
• a technical problem materially prevented you from using Premium;
• a child or another person made an unauthorised purchase using your account or payment method; or
• you have another genuine concern about a payment.

We will review refund requests fairly, taking into account the circumstances, the applicable law, how the subscription was purchased and whether the service has been used.

If you are entitled to cancel or receive a refund under the consumer laws that apply where you live, those rights are not affected by this policy.

Where a refund is not required by law, we may still choose to offer:

• a full or partial refund;
• account credit;
• a change from an annual subscription to a monthly subscription;
• an extension of access; or
• another appropriate solution.

Any goodwill remedy is offered at our discretion and does not create an obligation to provide the same remedy in another situation.

Purchases through Apple, Google or another platform

If you purchased your subscription through the Apple App Store, Google Play or another third-party platform, your payment, cancellation and refund request may also be subject to that platform’s terms and processes.

In some cases, the platform, not Guidra, will control whether a refund can be issued.

You should normally submit the refund request through the platform from which you made the purchase. Where possible, we will help you understand the appropriate process.

3. Coaching, Consulting and Professional Services

Some Guidra services require us to reserve coaches, facilitators, venues, accommodation, technology, staff time or other resources in advance.

The cancellation and refund terms for a professional service will normally be explained before purchase or included in the agreement for that service.

Unless the applicable service terms state otherwise:

• cancellation rights may depend on how far in advance you cancel;
• deposits may be non-refundable where they reflect costs, commitments or work already undertaken;
• work already completed is not normally refundable;
• sessions cancelled at short notice may be treated as used;
• failure to attend or participate does not automatically create a right to a refund; and
• your statutory consumer rights remain unaffected.

Where reasonably possible, we may agree to:

• reschedule a session;
• transfer your place;
• provide account credit;
• defer participation; or
• offer another appropriate solution.

This cannot always be guaranteed, particularly where Guidra has already incurred costs or reserved resources on your behalf.

4. Instalment Plans

Where Guidra agrees to accept payment by instalments, the instalments normally divide the total agreed purchase price into a series of payments.

Unless the relevant service terms state otherwise, choosing not to attend, participate or continue does not automatically end your obligation to pay the remaining agreed amount.

If your circumstances change, please contact us as early as possible. We may be able to agree to a deferral, transfer, revised payment schedule or another reasonable solution, but we are not required to do so.

Nothing in this section affects any cancellation or refund rights you have under applicable law.

5. Cancellation by You

If you need to cancel a service, booking or experience, please contact us as early as possible.

Depending on the relevant service terms and the circumstances:

• your place may be transferred or rescheduled;
• account credit may be offered;
• cancellation charges may apply;
• amounts reflecting costs already incurred may be retained; or
• a refund may be available.

If you do not attend, participate or continue with a service without cancelling in accordance with the applicable terms, your place may be forfeited and a refund will not normally be provided.

Your statutory consumer rights remain unaffected.

6. Cancellation by Guidra

If Guidra cancels a programme, workshop, coaching engagement, retreat, event or similar service before it takes place, we will provide an appropriate remedy.

Depending on the circumstances, this may include:

• transfer to a future date;
• transfer to an equivalent service;
• account credit;
• a partial refund; or
• a full refund.

The remedy will take account of the reason for cancellation, the part of the service already provided, any reasonable alternative offered and any rights you have under applicable law.

Nothing in this section limits any remedy you are legally entitled to receive.

7. Removal from a Service

Guidra may suspend or remove a participant who materially breaches:

• the Guidra Terms & Conditions;
• the Professional Services Terms;
• the Community Standards;
• the Acceptable Use Policy; or
• applicable law.

Removal because of a serious or repeated breach does not normally create a right to a refund.

When deciding whether any refund, credit or other remedy is appropriate, we may take into account:

• the nature of the breach;
• the service already provided;
• the costs incurred by Guidra;
• the impact on other participants; and
• applicable consumer law.

8. Changes to Services

We may occasionally need to make reasonable changes to:

• coaches or facilitators;
• speakers;
• venues;
• schedules;
• technology platforms;
• programme content; or
• delivery methods.

We will aim to provide reasonable notice where a change is significant.

Minor or reasonable changes will not normally create a right to cancel or receive a refund.

If a change materially alters the service you purchased, we will consider an appropriate remedy, which may include a transfer, account credit, alternative service or refund where required.

9. Third-Party Costs

Unless expressly stated otherwise, Guidra is not responsible for costs you incur outside your purchase with us.

These may include, for example:

• travel;
• accommodation;
• insurance;
• visas;
• exchange rate losses;
• bank charges; or
• other third-party expenses.

You should avoid making non-refundable travel or accommodation arrangements until any relevant event or service has been confirmed.

We recommend obtaining appropriate travel insurance where relevant.

10. Exceptional Circumstances

We recognise that exceptional circumstances sometimes arise.

Where we believe it is fair and reasonable, we may choose to offer:

• a goodwill refund;
• account credit;
• a transfer to another service;
• a payment deferral;
• additional access;
• a revised payment arrangement; or
• another appropriate solution.

In considering a request, we may take into account:

• how quickly you contacted us;
• whether the purchase was used;
• any work already completed;
• any costs or commitments already incurred;
• whether the issue resulted from an error or technical problem;
• any history of repeated refund requests; and
• the consumer laws that apply.

An exception made in one situation does not create an obligation to make the same exception in another situation.

11. Statutory Rights

Nothing in this policy limits or excludes any rights or remedies that cannot legally be limited or excluded.

Your rights may vary depending on:

• the country or region in which you live;
• whether you are purchasing as a consumer or for business purposes;
• the product or service purchased;
• whether the service has already begun;
• how the purchase was made; and
• whether the purchase was processed by Guidra or a third-party platform.

Where applicable consumer law gives you a right to cancel, receive a refund, request repeat performance, obtain a price reduction or receive another remedy, that legal right will apply regardless of this policy.

12. Repeated or Abusive Refund Requests

We will always consider genuine refund requests fairly.

However, Guidra may investigate or decline a discretionary refund where there is evidence of abuse, fraud or misuse, including:

• repeatedly subscribing, using Premium features and requesting refunds;
• creating multiple accounts to obtain repeated refunds or promotional access;
• making false or misleading claims about a purchase;
• requesting a refund after making substantial use of a service where no legal refund right applies;
• disputing a payment after already receiving an agreed refund or remedy; or
• using a refund process to avoid paying for services intentionally consumed.

Nothing in this section limits any statutory rights you may have.

Guidra may also suspend or close accounts involved in fraud, abuse or repeated misuse, in accordance with the Guidra Terms & Conditions.

13. Changes to this Policy

We may update this Refund & Cancellation Policy from time to time.

The latest version will always be available through Guidra and on our website.

For purchases already completed, the version of this policy that applied at the time the contract was formed will normally continue to apply unless the law requires otherwise.