Refunds, Cancellations and Returns

Last updated: 12/10/2026

Your rights under Australian Consumer Law

Our products and services come with guarantees that can’t be excluded under the Australian Consumer Law. If there’s a major problem, you’re entitled to a refund or replacement. Nothing on this page takes those rights away.

eBooks, audio files and the Foundations First™ course

These are delivered straight away and can’t be returned, so I don’t offer refunds if you simply change your mind. If something’s wrong, such as a link that doesn’t work or a file you can’t open, email info@sleepbysteph.com.au within 14 days and I’ll fix it, replace it, or refund you if I can’t.

Download links last 30 days and allow up to 5 downloads, so please save your files to your device as soon as you get them. Foundations First™ course access lasts 6 months.

Gift cards

Gift cards can be used on anything I sell and expire 3 years from the date of purchase. They can’t be refunded or exchanged for cash, except where the law requires it. If you cancel something you paid for with a gift card, any refund goes back onto the card. See the Terms and Conditions for the full gift card terms.

Group Calls

You can move to another Group Call once with 48 hours’ notice or more, at no cost. With less than 48 hours’ notice, or if you miss the call, it can’t be moved or refunded. If you or your child are unwell or there’s an emergency, contact me and I’ll move you to another call. If I have to cancel, you can choose another call or a full refund.

Premium Consultation Calls

Please complete your questionnaire 24 hours before your call. You can reschedule once with 48 hours’ notice or more, at no cost. With less than 48 hours’ notice, I can move your call once for a $100 rebooking fee. If you or your child are unwell or there’s an emergency, I’ll waive the fee. If you miss your call without contacting me, it can’t be refunded or moved. If I have to cancel, you can choose a new time or a full refund.

Your 5 days of text support start when you begin your plan. Unused time isn’t refundable.

In-Home Sleep Support

Payment is due in full when you book. You’ll then get the Foundations First™ Video Course, your Age Basics™ eBook and your planning call with me. Because you receive these straight away, they’re non-refundable once you’ve accessed them or the call has taken place.

If you need to cancel, the following applies to the visit portion of your payment (the total less the course, eBook and call):

• 14 or more days’ notice: refund less a $150 admin fee
• 7 to 14 days’ notice: 50% refund
• Less than 7 days’ notice: no refund, unless I can fill the day. If I can, I’ll refund you less the $150 admin fee.

You can reschedule once with 14 or more days’ notice at no cost. If your baby or child is unwell, I’ll move your visit once at no cost, whatever notice you give. Please let me know as soon as you can. Any further changes follow the notice periods above.

If I have to cancel, we’ll find a new date or I’ll refund you in full, including the course, eBook and call.

If I reasonably believe the home presents a health or safety risk, I may end the visit. If the risk is something that could have been avoided, such as a hazard that wasn’t disclosed to me, no refund applies for the visit portion. If it was outside your control, I’ll move your visit to a new date at no cost.

Travel costs are non-refundable once I’ve booked flights or accommodation for your visit. If I’m able to recover any of those costs, such as through a refund or credit, I’ll pass that amount on to you.

How to ask for a refund

Email info@sleepbysteph.com.au. Approved refunds go back to your original payment method within 10 business days. Anything paid with a gift card goes back to the gift card balance.

If you’re unhappy

Tell me what happened and I’ll respond within 2 business days.