Refund Policy

Effective Date: 21/10/2025
Business Name: SereneSleep Services
ABN: 45 237 929 864

Refund and Cancellation Policy

At SereneSleep Studies, we are committed to providing high-quality, reliable at-home sleep study services. We follow the requirements of the Australian Consumer Law (ACL), which provides protections for consumers regarding refunds, replacements, and cancellations.

This policy explains when you may be eligible for a refund or cancellation, and how to request one.

You may be eligible for a refund or credit if:

You cancel the sleep study with at least 48 hours' notice before your scheduled dispatch or appointment date.
There is a fault or issue with the equipment or service that was not caused by misuse or mishandling.
We fail to provide the agreed service (e.g. equipment is not delivered, or not functional upon arrival).
The service provided does not meet the acceptable quality standards under Australian Consumer Law.

You are not entitled to a refund if:

You change your mind after the service has been dispatched or completed.
You fail to follow the setup instructions or misuse the equipment.
You provide incorrect personal information that affects the service or reporting.

Cancellation Policy

Cancellations made more than 48 hours before dispatch: Full refund or credit.
Cancellations made less than 48 hours before dispatch: 50% cancellation fee may apply.
Cancellations after dispatch or setup: No refund (unless required under ACL due to major fault or failure).

How to request a Refund or Cancellation

To request a refund, reschedule, or report a fault, please contact us at:
📧 Email: serenesleepexp@outlook.com
📞 Phone: 0420 673 857
⏱ Hours: 8am to 10pm

Please include your full name, booking reference, and a brief explanation.

If approved, refunds will be processed using your original payment method. Please allow up to 5–10 business days for the funds to appear in your account, depending on your bank or provider.