Complaints & Refunds

If something has gone wrong, we want to know, and we want a route to fixing it that does not require persistence to find. This page is that route.

This process is for enrolled clients. Raise the matter directly with your coach or mentor — the people already across your file are the fastest route to a fix. Include what happened, when, and the outcome you are seeking.

We will acknowledge your complaint within 2 business days, and aim to resolve it — or give you a clear written position and next steps — within 14 days. Complex matters can take longer; if so, we will tell you why and keep you updated.

Program fees, inclusions and any refund or guarantee terms are set out in the written agreement you sign before enrolling, and those terms govern. Where a program carries a guarantee — such as the Done-For-You 90-day property guarantee — its conditions are stated in that agreement.

In addition, nothing in any agreement removes your rights under the Australian Consumer Law, including consumer guarantees that services be provided with due care and skill. Where those guarantees are not met, you are entitled to the remedies the law provides.

If you are not satisfied with our response, you may contact Consumer Affairs Victoria (consumer.vic.gov.au) or the fair-trading body in your state or territory.