Cancellation and rescheduling policy
When you book a session, that time is set aside just for you, and often someone else on the waiting list could have used it. This policy keeps things fair for everyone, and it helps protect the consistency that real change depends on.
Last updated: November 2026
Rescheduling or cancelling with notice
- You can reschedule or cancel at no cost with at least 48 hours' notice before your session start time.
- The easiest way is to reply to your booking email or message Marc directly. We'll find a new time that suits you.
Late changes (less than 48 hours' notice)
- 24 to 48 hours' notice: 50% of the session fee applies, or for package sessions, half a session is deducted. If we can fill the slot, or we rebook you within the same week, this is waived.
- Less than 24 hours' notice, or a no-show: the full session fee applies, or the session counts as used in your package.
One courtesy pass
Life happens. Each client or couple gets one late change without charge per package (or per 6 months for pay-as-you-go sessions).
Illness and emergencies
If you are unwell, have a family emergency or a genuine crisis, please let Marc know as soon as you can. These are handled with care and discretion, and fees are usually waived.
Joint sessions
- If one partner can't attend a joint session, the other partner is welcome to use the time as an individual session instead. No fee applies, as long as Marc knows before the session starts.
- Rescheduling a joint session follows the same 48-hour notice period.
Running late
Sessions start and finish at the booked time. If you arrive late, we'll use the time that's left, and the full fee applies. If you haven't joined (online) or arrived (in person) within 15 minutes and haven't been in touch, the session is treated as a no-show.
Session length
Sessions run for the time booked (for example 60 or 80 minutes). If more time would help, Marc will check with you during the session. Extra time is only charged if you've confirmed it, and is charged pro rata to your session rate.
Packages
- Single sessions are paid before the session.
- Packages, including the Starter Package, are paid in advance. Package sessions are valid for 6 months from your first session, unless we agree otherwise.
- Package sessions are non-transferable. If your circumstances change, talk to Marc and we'll work out the best option, such as pausing, adjusting or moving to individual sessions.
- Intensive programs, such as 30-day and 90-day programs, have their own signed agreement. If that agreement differs from this policy, the agreement applies.
If Marc needs to reschedule
If Marc needs to cancel a session, he'll give as much notice as possible and reschedule it at no cost.
Refunds
If you choose to stop, unused package sessions are not refundable. If Marc ends or pauses coaching, or can't provide your remaining sessions, undelivered sessions will be refunded, or can be used as individual sessions if you prefer. Nothing in this policy limits your rights under Australian Consumer Law.
Agreement
By booking a session or package, you agree to this policy. If anything here doesn't fit your situation, please talk to Marc. The aim is always to support your relationship, not to penalise you.