Complaints & Dispute Resolution

Last updated: 29 May 2026

We take complaints seriously and resolve them fairly under Australian Consumer Law and our internal standards.

1. What you can complain about

• Walk safety, conduct or route accuracy.
• Booking, billing or refund matters.
• Privacy or marketing communications.
• Website accessibility barriers.

2. How to lodge a complaint

Email message@gracefulzykne.world with:

• Your name and contact details.
• Booking reference or walk date.
• Description of the issue and preferred outcome.

Or write to: Complaints Officer, Gracefulzykne, 4-12 St Edmonds Rd, Prahran VIC 3181.

3. Our process

• Acknowledgement: within 2 business days.
• Assessment: we may request further information.
• Response: aim to provide a written outcome within 14 business days.
• Escalation: unresolved matters reviewed by Jordan Mercer, Managing Guide.

4. Australian Consumer Law

Our services come with consumer guarantees that cannot be excluded. If there is a major failure, you may be entitled to a refund or replacement. See our Refund Policy and Terms of Use.

5. External avenues

• Consumer Affairs Victoria: consumer.vic.gov.au
• Australian Competition and Consumer Commission: accc.gov.au
• OAIC (privacy): oaic.gov.au