Refunds and cancellations
Eligibility, timeframes, and process for refunds on workshops, clinics, and coaching with Virtual Infrastructure.
Scope
This policy applies to Moving Average Masterclass enrolments, Chart Clinic seats, and Private Chart Coaching sessions booked with Virtual Infrastructure. It does not cover third-party software, brokerage fees, or products we do not sell.
Eligibility overview
| Situation | Typical outcome |
|---|---|
| Cancel 14+ days before first session | Full refund of deposit and any balance paid |
| Cancel 7–13 days before | 50% of fees paid refunded |
| Cancel within 6 days | Deposit retained; balance refunded if already paid and materials not shipped |
| No-show | No refund |
| Session cancelled by us | Full refund or free transfer to a later date |
Full and partial refunds
Full refunds apply when you cancel early enough under the table above, or when we cancel a date and you decline a transfer. Partial refunds apply in the mid-window cancellation band. Once a private coaching session has started, that session fee is non-refundable; unused future sessions in a package may be refunded minus a 10% administration amount.
Non-refundable items
- Printed chart packs already produced and shipped interstate at your request
- Third-party venue fees explicitly itemised on a custom invoice (rare; disclosed before payment)
Rescheduling
You may reschedule a private coaching session once without charge if you give at least 48 hours’ notice. Group workshop transfers depend on seat availability in a later cohort; one complimentary transfer is offered when notice is given 7+ days ahead.
Work already started
If a multi-evening masterclass has begun and you withdraw, we refund a pro-rata portion only for evenings not yet delivered, less the non-refundable deposit, provided notice arrives before the next evening starts.
How to request a refund
Email [email protected] with your name, booking date, and reason. We confirm eligibility within five business days.
Processing time and method
Approved refunds are returned to the original payment method within ten business days of approval. Bank processing times may add several days.
Deposits
A 30% deposit secures group lesson seats. Deposits are applied to your balance and are subject to the cancellation windows above.
Contact
Refund questions: [email protected] or +61 2 9231 7800.