SUNDEN HOUSE | Trading as SUNDÈN
Effective Date: 16 October 2026
ABN: 65 918 664 657
Location: Drummond Cove, Western Australia
Website: www.sundenhouse.com
Email: info@sundenhouse.com
1. OUR COMMITMENT
SUNDEN HOUSE, trading as SUNDÈN, aims to provide a professional, respectful and supportive experience for everyone participating in our trauma-informed coaching, workshops, masterclasses and educational programmes.
We understand that circumstances can change, particularly for individuals managing personal difficulties, family responsibilities, trauma or safety concerns.
This policy establishes fair and transparent cancellation and rescheduling arrangements while respecting the time, preparation and availability involved in delivering our services.
All arrangements remain subject to applicable Australian consumer protection laws.
2. COACHING CANCELLATIONS — 24 HOURS
Clients are required to provide at least 24 hours' notice when requesting to cancel a scheduled coaching session.
Cancellation requests must be submitted by email to info@sundenhouse.com or through an authorised booking system.
The notice period is calculated from the scheduled commencement of the session, using the appointment time and time zone confirmed at booking.
Where at least 24 hours' notice is received, clients may request cancellation or rescheduling in accordance with their booking conditions and applicable consumer rights.
Cancellation does not automatically entitle a client to a refund for change of mind unless a refund is provided under the agreed booking terms or required by law.
3. RESCHEDULING APPOINTMENTS
Clients may request to reschedule a session by providing at least 24 hours' notice.
Requests are subject to available appointment times.
Where sufficient notice is provided, an existing booking may be transferred to another available appointment without an additional rescheduling fee.
Changes must be confirmed by SUNDÈN before the new appointment is considered booked.
We encourage clients to submit requests as early as possible.
4. LATE CANCELLATIONS
Requests received less than 24 hours before a scheduled session are considered late cancellations.
We understand that unexpected circumstances may occur and will consider requests individually.
Any applicable late-cancellation charge or forfeiture condition must have been clearly disclosed and agreed before the booking was confirmed.
This policy does not automatically impose a late-cancellation fee or make all late cancellations non-refundable.
Where appropriate, SUNDÈN may offer rescheduling or another reasonable arrangement.
All decisions remain subject to the agreed service terms and Australian consumer law.
5. MISSED APPOINTMENTS
If a client does not attend a scheduled session and has not notified SUNDÈN, the appointment may be treated as a missed session.
Clients should contact info@sundenhouse.com as soon as reasonably possible to discuss the circumstances.
Any applicable missed-session fee or credit restriction must have been disclosed and agreed before booking.
SUNDÈN will consider relevant circumstances, including emergencies, safety concerns and technical difficulties.
6. ILLNESS, EMERGENCIES AND PERSONAL SAFETY
We recognise that clients may encounter unexpected illness, family emergencies, domestic violence concerns or other significant situations that affect attendance.
Where possible, clients should notify SUNDÈN as soon as it is safe and reasonably practical to do so.
Clients are not required to disclose detailed traumatic experiences or sensitive personal information simply to request a scheduling change.
Requests involving significant personal circumstances will be considered respectfully, individually and consistently with applicable law.
SUNDÈN does not guarantee that every late cancellation will qualify for a refund or rescheduled appointment.
7. CANCELLATIONS BY SUNDÈN
If SUNDÈN must cancel or reschedule a coaching appointment, we will notify the client as soon as reasonably practical.
Clients will be offered a suitable alternative appointment or an appropriate refund for services not provided, in accordance with the booking agreement and applicable consumer law.
Where the proposed alternative is unsuitable, the client's applicable cancellation and refund rights will be respected.
Clients will not be charged a cancellation fee when SUNDÈN is responsible for cancelling their session.
8. COACHING PACKAGES
Where clients purchase multiple coaching sessions as part of a package, the relevant package conditions must be disclosed before payment.
These may include the number of sessions, scheduling arrangements, any stated validity period and conditions for unused sessions.
Any cancellation fees, expiry rules or restrictions must be fair, transparent and consistent with Australian consumer law.
Clients may contact SUNDÈN to discuss unused sessions or changes in personal circumstances.
Refunds for incomplete packages will be assessed according to the agreed conditions, services already delivered and applicable consumer rights.
9. WORKSHOPS, MASTERCLASSES AND GROUP PROGRAMMES
Workshops, masterclasses and group programmes may have different scheduling and cancellation arrangements from individual coaching sessions.
Where additional conditions apply, they will be clearly communicated before registration or payment.
If SUNDÈN cancels a paid event, participants will be offered an appropriate remedy, such as an alternative event or refund, consistent with applicable law.
For digital or recorded programmes, any separate access and cancellation conditions will be disclosed at purchase.
10. TECHNICAL DIFFICULTIES
Clients participating in online coaching should ensure they have access to a suitable device, reliable internet connection and an appropriate private environment where possible.
If significant technical difficulties prevent a session from taking place, the parties should communicate as soon as reasonably possible.
SUNDÈN will assess the circumstances, including whether the difficulty arose from the service provider, the client or an external platform.
Appropriate rescheduling or remedies will be considered in accordance with the booking terms and applicable consumer law.
11. REFUNDS AND CONSUMER RIGHTS
SUNDÈN respects the rights of consumers under the Australian Consumer Law.
Services must comply with applicable consumer guarantees, including the requirement to provide services with due care and skill.
Clients may be entitled to cancellation, a refund or another remedy where services fail to meet applicable consumer guarantees.
A change of mind does not automatically create a statutory entitlement to a refund.
However, any additional cancellation or refund rights promised by SUNDÈN will be honoured.
No statement in this policy excludes, restricts or modifies any statutory consumer right or remedy that cannot lawfully be excluded.
12. CONFIDENTIALITY AND COMMUNICATION
Cancellation and rescheduling communications will be handled respectfully and in accordance with the SUNDÈN Privacy Policy.
Clients are encouraged not to include unnecessary sensitive personal information in general booking emails.
Administrative records concerning appointments, payments and cancellations may be retained where reasonably necessary or required by law.
SUNDÈN does not routinely retain detailed private coaching records without appropriate permission unless required or authorised by law.
13. PROFESSIONAL SERVICE BOUNDARIES
SUNDÈN provides non-clinical, trauma-informed coaching, education and personal empowerment services.
Coaching is not psychotherapy, psychological treatment, clinical counselling or crisis intervention.
The cancellation of an appointment does not create an obligation for SUNDÈN to provide emergency support or continuous availability outside scheduled sessions.
Anyone in immediate danger should contact emergency services or an appropriate specialist crisis service.
Australia Emergency: 000
Australia 1800RESPECT: 1800 737 732
South Africa Police Emergency: 10111
South Africa GBV Command Centre: 0800 428 428
14. HOW TO REQUEST CANCELLATION OR RESCHEDULING
To request an appointment change, please email info@sundenhouse.com.
Include your name, scheduled appointment date, appointment time and whether you are requesting cancellation or rescheduling.
You do not need to provide detailed personal information about your reasons.
SUNDÈN will review the request and respond within a reasonable period.
15. POLICY UPDATES
SUNDÈN may update this policy to reflect changes in business operations, service arrangements or legal obligations.
Updated versions will be published on www.sundenhouse.com.
Changes will not retrospectively remove existing contractual entitlements or statutory consumer rights.
The conditions disclosed and agreed at the time of booking will ordinarily apply to that booking, subject to applicable law.
16. CONTACT INFORMATION
SUNDEN HOUSE — Trading as SUNDÈN
Founder: Melissa Wand
ABN: 65 918 664 657
Location: Drummond Cove, Western Australia
Website: www.sundenhouse.com
Email: info@sundenhouse.com
SUNDÈN — Remember Who You Are.
Heal the woman. Protect the child. Create safer generations.