Refund policy

Last updated: October 2025
ABN 71 959 513 519 • step2playsoccer@gmail.com

1. Our Commitment

Step2Play is committed to fair and transparent refund and cancellation practices in accordance with the Australian Consumer Law (Schedule 2, Competition and Consumer Act 2010 (Cth)).
This policy explains when refunds, credits, or make-up sessions may be issued for Step2Play coaching programs.

2. General Policy

By enrolling in any Step2Play program (including private coaching, small group sessions, or school-based programs), you acknowledge and agree to this Refund and Cancellation Policy.

3. Step2Play Cancellations

3.1 Step2Play may cancel or reschedule a session due to:

unsafe weather conditions;
coach illness or emergency; or
other circumstances beyond our control.

3.2 If Step2Play cancels a session:

a make-up session will be offered where possible; or
if a make-up session cannot be arranged, a credit or refund will be issued at Step2Play’s discretion.

3.3 Refunds will be processed within 5–10 business days of approval.

4. Parent/Guardian Cancellations

4.1 Parents or guardians must provide at least 48 hours’ notice prior to the scheduled session to qualify for a make-up session or credit.

4.2 If less than 48 hours’ notice is given or the participant does not attend without notice (“no show”), the session will be forfeited and no refund or credit will be provided.

4.3 Step2Play may consider exceptions for medical or family emergencies on a case-by-case basis with supporting evidence.

5. Change of Mind

Refunds are not available for change of mind or non-attendance once a booking has been confirmed, except where required by the Australian Consumer Law.

6. Multi-Session Programs or Term Packages

6.1 For prepaid programs or multi-week blocks:

Refunds will only apply to remaining unused sessions if Step2Play permanently cancels the program.
Credits may be offered for future programs or applied to sibling participation, subject to approval.

6.2 Any administrative or transaction costs may be deducted from the refundable amount.

7. School and Organisation Contracts

For school-based programs, Step2Play operates under a separate written agreement with the school.
Refunds for these programs are managed in accordance with that agreement and this policy.

8. Online Payments

8.1 Payments made via the Step2Play website, Shopify, or other digital platforms are processed in Australian dollars (AUD).
8.2 Step2Play uses secure payment gateways to protect your transaction data.
8.3 Refunds for online payments will be credited to the same payment method used for the original transaction.

9. Consumer Guarantees

Nothing in this policy limits your rights under the Australian Consumer Law.
You are entitled to a refund or replacement if Step2Play fails to provide services with due care and skill or as promised.

For more information, visit the Australian Competition and Consumer Commission (ACCC):
🔗 www.accc.gov.au/consumers

10. How to Request a Refund or Credit

All refund, credit, or reschedule requests must be submitted by email to:
📧 step2playsoccer@gmail.com

Please include:

Your full name and contact number
Participant’s name
Session date(s) and reason for request
Supporting evidence if applicable (e.g., medical certificate)

11. Processing Time

Refunds and credits will be processed within 5–10 business days after confirmation by Step2Play.
You will receive written confirmation by email once your request is resolved.

12. Contact

For all questions or concerns about this policy, please contact:
Step2Play (ABN 71 959 513 519)
step2playsoccer@gmail.com
0468 532 000 or 0452 236 917

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