Our commitment to you
Refund policy
We stand behind the quality of our coaching. Our voluntary 30-day money-back guarantee protects your first month’s coaching fee when you fully commit to the process but do not receive meaningful value from your coaching.
First month only
The voluntary guarantee applies only to your first 30 days as a Hilton Coaching client. The maximum refund available under this guarantee is 100% of your first month’s coaching fee.
Payments made for month two and any later month are not covered by this voluntary guarantee. For example, a client who continues for two years cannot claim a refund of 24 months of payments. If an eligible claim is made after the first month, the maximum voluntary refund remains the original first month’s fee.
Eligibility for our voluntary guarantee
To request a refund under this voluntary guarantee, you must have made a genuine and complete effort to follow the agreed coaching plan throughout the relevant paid period. We may ask for reasonable evidence so we can fairly assess your request.
- Follow the training program as prescribed, including the agreed exercises, sets, repetitions and progression targets.
- Follow the agreed nutrition targets or guidance consistently and honestly.
- Complete scheduled check-ins and provide accurate progress information.
- Communicate injuries, illness, missed sessions or difficulties promptly so the plan can be adjusted.
- Give the coaching team a reasonable opportunity to review your progress and make appropriate changes.
What the guarantee does not cover
The voluntary guarantee does not apply where a client has not followed the plan, has provided inaccurate or incomplete information, has repeatedly missed check-ins, has ignored reasonable coaching adjustments, or is requesting a refund solely because they changed their mind. Results also depend on individual circumstances and cannot be guaranteed by coaching alone.
How to request a refund
Contact Hilton Coaching during your first 30 days of coaching, or within 14 days after that initial 30-day period ends. Explain why you are requesting a refund and provide any reasonable records requested, such as training logs, check-in responses, nutrition adherence or relevant messages. We will review the request fairly and respond within a reasonable time.
Cancellations
You may cancel coaching at any time. Cancellation stops future monthly renewals and your coaching remains active until the end of the current paid billing period. Unless required by law or approved under the voluntary guarantee above, cancelling does not automatically refund coaching already supplied or the current billing period.
Your Australian Consumer Law rights
Our services come with guarantees that cannot be excluded under the Australian Consumer Law. For major failures with the service, you are entitled to cancel your service contract and to a refund for the unused portion, or to compensation for its reduced value. You are also entitled to be compensated for any other reasonably foreseeable loss or damage.
If the failure does not amount to a major failure, you are entitled to have problems with the service rectified in a reasonable time and, if this is not done, to cancel the contract and obtain a refund for the unused portion. These rights apply regardless of whether the additional voluntary guarantee requirements above are met.
This policy should be read together with the coaching agreement provided before payment. Last updated 12 August 2026.