Refund Policy
Effective Date: July 5, 2025
Policy Overview
Membership fees are generally non-refundable once activated or after the cooling-off period has passed.
Cooling-Off Period
14-day cooling-off period
New members have 14 days from the date of membership approval to request a full refund of their membership fees.
We offer a 14-day cooling-off period for all new memberships:
- Starts from the date of membership approval (not application date)
- Full refund of both application fee ($199) and any monthly fees paid
- Must be requested in writing via email
- Refund processed within 7-10 business days
- No questions asked during this period
Circumstances for Pro-Rata Refunds
After the cooling-off period, pro-rata refunds may be considered in the following circumstances:
Eligible Circumstances:
- Change of mind after cooling-off period
- Death of member
- Significant deterioration of member's health (medical evidence required)
- Permanent relocation outside Victoria, Australia
- Perennial Effect discontinuation of services
- Material breach of terms by Perennial Effect
Non-Eligible Circumstances:
- Change of mind after cooling-off period
- Unsatisfactory companion matches
- Member or caregiver decision to discontinue service
- Termination due to breach of terms by member
- Non-engagement with services
- Temporary companion availability issues
Refund Process
To request a refund:
- Email your request to: neoteric@perennialeffect.com.au
- Include your full name, member ID, and reason for refund request
- Provide supporting documentation if applicable (medical certificates, relocation proof, etc.)
- We will review your request within 5 business days
- If approved, refunds are processed within 7-10 business days
- Refunds are issued to the original payment method
Contact for Refunds
Email: neoteric@perennialeffect.com.au
Subject Line: "Refund Request - [Your Member ID]"
Phone: 0494192786 (Mon-Fri 9am-5pm)
Response Time: Within 5 business days
Questions?
If you have any questions about our refund policy or need clarification about your specific situation, please don't hesitate to contact us. We're here to help and will work with you to find the best solution.