PHOENIX SANCTUM™ PACKAGE TERMS & CONDITIONS
Effective date: 15 May 2026
Last updated: 15 May 2026
General Package Terms & Conditions
These General Package Terms & Conditions apply to PHOENIX SANCTUM™ packages unless otherwise varied in writing in a package quote, invoice, booking confirmation, or written agreement.
Where a client-specific package offer contains specific inclusions, dates, pricing, schedules, or conditions, those client-specific package details apply to that package.
1. Fixed-Term Package Structure
PHOENIX SANCTUM™ packages are structured service pathways offered over an agreed package period.
A package may include consultations, facilitated frequency technology sessions, remote services, review sessions, family support, products, resources or other agreed inclusions.
A package is not an open-ended credit balance, casual appointment bundle, gift voucher, or indefinite prepaid account.
2. Package Period
Each package is offered for a defined period.
All included services are intended to be completed within the agreed package period. The package period may only be extended by 2 weeks maximum to accommodate for unforeseen circumstances, or according to written agreement.
Where a package includes weekly, fortnightly, monthly or remote service cycles, the package period is calculated according to the agreed schedule or service cycle.
3. Completion Window and Grace Extension
Clients are expected to complete their package within the agreed package period.
PHOENIX SANCTUM™ may, at its discretion, allow a short grace extension where illness, unavoidable family circumstances, practitioner availability or scheduling limitations make this reasonable.
Extensions are not automatic and must be agreed in writing.
Services not completed within the package period or agreed grace extension may be forfeited.
4. Appointment Rescheduling
Reasonable rescheduling is welcomed where sufficient notice is provided and suitable availability exists.
Sufficient notice provided: Appointment may be rescheduled where availability permits
Late cancellation: Appointment may be treated as used unless otherwise agreed
Missed appointment / no-show: Appointment may be forfeited and will be treated under the PHOENIX SANCTUM™ Cancellation Policy (48 hours prior is 50% cancellation fee, within 24 hours is 100% cancellation fee).
Repeated rescheduling: May affect package continuity and future scheduling availability
The purpose of this policy is to preserve continuity, protect reserved appointment capacity, and prevent structured packages from becoming fragmented or ineffective.
5. Unused Services
Unused services cannot be banked indefinitely.
Where a client does not attend, repeatedly reschedules, delays participation, or does not complete services within the package period or agreed extension, remaining services may be forfeited.
This is because package pricing reflects reserved practitioner capacity, pathway planning, scheduling priority, remote service allocation and agreed service availability over a defined period.
6. Remote Services
Remote services are time-based and involve equipment allocation, set-up, programming, management and ongoing running time.
Remote services are charged according to the agreed service period, not according to how often the client actively engages with them.
Remote services cannot generally be paused, banked, transferred or carried forward unless agreed in writing.
Where a remote service is allocated to a client or family for a defined period, the allocation forms part of the package even if the client does not make full use of it.
7. Additional Time and Additional Services
Where a session exceeds the included time allocation, additional time may be charged according to the current PHOENIX SANCTUM™ rate schedule.
Additional consultations, additional frequency sessions, additional children’s sessions, additional products, urgent support, illness-related support, remote service changes, extra remote service blocks, or work outside the agreed package may be charged separately.
8. Package-Specific Inclusions
Some packages may include special pricing, reductions, complimentary items, added services, products, or additional support.
Package-specific inclusions are offered only as part of the agreed package.
They are not redeemable for cash, transferable to unrelated services, or carried forward beyond the package period unless PHOENIX SANCTUM™ agrees otherwise in writing.
9. Changes to a Package
Packages are priced and structured according to the agreed inclusions, schedule, pathway and service period.
Changes to the schedule, service mix, remote structure, family participation, timing or pathway may affect the package price.
PHOENIX SANCTUM™ may revise the package, pricing or inclusions where the original structure changes materially.
10. Payment and Acceptance
Payment confirms acceptance of the package structure, inclusions, pricing, completion window, scheduling expectations, remote service terms and applicable package terms.
Where a written quote, invoice or package summary is provided, the package-specific details in that document apply to that package.
11. Refunds and Consumer Rights
Package payments are generally non-refundable once the package has commenced, except where required under Australian Consumer Law.
Nothing in these terms excludes, restricts or modifies any rights a client may have under Australian Consumer Law, including rights relating to services that are not provided with due care and skill, are not fit for purpose, or otherwise fail to meet applicable consumer guarantees.
Change-of-mind refunds are not provided once a package has commenced.
12. Agreement to Terms
By proceeding with a package, the client confirms that they understand:
Acknowledgement:
The package is offered for a defined period
Included services are intended to be completed within that period
Services cannot be banked indefinitely, up to a maximum of 2 weeks after the package period to accommodate for unforeseen circumstances
Late cancellations or missed appointments may result in forfeiture
Remote services are time-based and allocated for the agreed period
Additional services or additional time may be charged separately
Package-specific inclusions are not redeemable for cash
Refunds are handled in accordance with Australian Consumer Law
CONTACT
PHOENIX SANCTUM™
4A Painters Parade, Dee Why, NSW 2099, Australia
Email: info@phoenixsanctum.com
Website: https://www.phoenixsanctum.com