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Training Course and Workshop Cancellation Policy

Booking & Payment Policy

Life happens! We understand that sometimes your needs change.
We do our best to allow for that — and here is what we can do.

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Please make flexible and refundable travel plans, as each course requires a minimum number of participants to proceed.
We will let you know at least one month in advance if there is a change in venue or if a course is cancelled.

 

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If We Cancel

If the Institute of Living Aloha needs to cancel a course for any reason:

• You may choose to transfer to a future training, or

• Receive a full refund of all monies paid.

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If You Cancel

We understand that life can shift unexpectedly, and we aim to be as fair and flexible as possible.

• More than 6 weeks prior to course start date:
  You will receive a refund of your course fee, minus a $250 admin fee.

• 2 to 6 weeks prior to course start date:
  We will transfer $250 of your deposit to a future training.
  The remaining $250 will be kept as an admin fee.

• Less than 2 weeks prior to course start date:
  No transfers or refunds will be offered.

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If you experience an emergency, please reach out to us right away — we will do our best to find a compassionate and workable solution.

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Deposits

All deposits for trainings and workshops are non-refundable.

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Payments

• Full payment is due at the commencement of training, unless a payment plan has been arranged in advance.

• Once a course has started, no refunds are available if you choose to stop attending.

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Participant Expectations

At the Institute of Living Aloha, we are committed to creating spaces of respect, truth, exploration, and self-responsibility in all sessions, trainings, and workshops.

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We ask each participant to:

• Take responsibility for their own well-being.

• Make clear requests that support their experience — including the right to say yes or no.

• Treat themselves and others with kindness, compassion, and respect.

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Any form of physical, verbal, emotional, or spiritual harm will not be tolerated.

If a participant is deemed unfit to continue, they may be asked to leave immediately.
If the matter cannot be resolved privately, they may be excluded from future activities with the Institute of Living Aloha.
No refunds will be issued in these cases.

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In the Spirit of Aloha

We thank you for honouring these guidelines. They help us maintain a learning environment grounded in integrity, care, and mutual respect, so that everyone may experience the deep healing and joy of Living Aloha.

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INTAKE + WAIVER FORM - Spiritual Hawaiian Lomilomi Massage Training

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Please fill in this form after you have paid your deposit for the 6-day Spiritual Hawaiian Lomilomi Massage Training, and before the training commences: instituteoflivingaloha.com/spiritual-hawaiian-lomilomi-massage-training/intake-waiver-form

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FEEDBACK FORM - Spiritual Hawaiian Lomilomi Massage Training

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After you have attended a training with us, we would really value you sharing your anonymous feedback here: 

instituteoflivingaloha.com/student-feedback-form

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Professional Code of Conduct

For Practitioner Team Members and Teachers

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Practitioner Team Members and Teachers  are a representative of the Institute of Living Aloha. This role carries cultural stewardship, spiritual responsibility and ethical accountability.

 

Everyone representing our school shares a responsibility to uphold these Professional Codes of Conduct at all times, honouring the lineage, the teachings, the work and the communities we serve.

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Practice and Teach with Aloha and Pono

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Bring care, integrity, respect, clarity and presence to every session, training and professional interaction.

Arrive grounded, regulated and spiritually aligned before working with clients, students or participants.

Let your actions reflect the values of the Institute of Living Aloha, both within your professional role and whenever you are publicly representing our school.

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Clear Roles and Boundaries

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Clearly communicate your role, the scope of what you are offering and what clients or students can expect.

Set and maintain appropriate boundaries throughout every session, training and professional relationship.

Remind clients and students that they have full autonomy over their bodies, voices, participation and choices.

Remain in your role of service. Do not seek to fulfil your own emotional, relational, spiritual or physical needs through clients or students.

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Be mindful of the power and influence held by practitioners and teachers, and do not use this position for personal benefit or advantage.

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Trauma-Aware Practice and Teaching

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Prioritise the emotional, physical and cultural safety of every client and student.

Remain attentive to consent, pacing, individual capacity and changing needs in real time.

Respond to discomfort, overwhelm or withdrawal of consent with care and without judgement, pressure or shame.

Recognise the limits of your role and refer clients or students to appropriate professional support when their needs are beyond your scope of practice.

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Inclusive Language and Practice

 

Use language that is respectful, non-shaming and inclusive of all bodies, genders, sexualities, identities, cultures and abilities.

Welcome each person with aloha, without assumptions, judgement or bias.

Respect names, pronouns, boundaries and self-determined identities.

Support accessibility and participation wherever reasonably possible, while remaining honest about what you can safely and appropriately provide.

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Cultural Integrity and Lineage

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Represent Spiritual Hawaiian Lomilomi Massage and the teachings of the Institute with respect, humility and integrity.

Clearly distinguish between teachings received through the Institute, learning received from other teachers and insights drawn from your own experience.

Do not present personal interpretations as traditional Hawaiian teachings or make claims that cannot be responsibly supported.

Acknowledge the teachers, Kūpuna and lineages through which the teachings have been shared.

Do not alter, reproduce, distribute or teach Institute of Living Aloha materials outside the scope of your permission or agreement.

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Client and Student Suitability

Ensure that clients are a suitable match for Spiritual Hawaiian Lomilomi Massage and that students meet the requirements of any training being offered.

Communicate clearly and honestly about the nature of your work, including whether you offer treatment, coaching, teaching or a blended approach.

Do not promise particular physical, emotional or spiritual outcomes.

When a person’s needs are outside your scope, communicate this respectfully and refer them elsewhere where appropriate.

 

 

Communication and Administration

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Keep booking, enrolment and communication processes clear, timely, professional and infused with aloha.

Provide accurate information about your availability, services, training, qualifications and relationship with the Institute.

Respond to concerns, questions and feedback with openness and respect.

If you pause or stop offering sessions or trainings, inform the Institute promptly so that your listing can be updated or removed.

 

 

Professional Attire, Touch and Draping

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Wear modest, clean and appropriate attire when offering Lomilomi or representing the Institute.

Always use a sarong for draping during Spiritual Hawaiian Lomilomi Massage—without exception.

Explain the draping, areas of touch and choices available before beginning, and receive informed consent.

Maintain the client’s comfort, dignity and autonomy throughout the session.

 

 

Ethics, Confidentiality and Professional Relationships

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Maintain ethical behaviour and professional boundaries at all times.

Sexualised, coercive, exploitative or otherwise inappropriate relationships with clients or students are never permitted.

Dual relationships should only be entered into when they are appropriate for everyone involved and can be navigated with clear communication, agreed limits and consistently maintained professional boundaries.

Protect confidentiality. Share client or student information only with their consent, in appropriate supervision, or where disclosure is required by law or necessary to prevent serious harm.

Avoid sharing identifying details when discussing experiences for professional learning.

 

 

Fees, Pricing and Cancellation Policies

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Clearly communicate all fees, payment arrangements and cancellation policies before a client books or a student enrols.

Apply policies consistently, fairly and with appropriate consideration for individual circumstances.

Honour energy exchange in ways that remain clear, sustainable and pono.

Teachers must follow the Institute of Living Aloha’s agreed pricing, payment and administrative structures when delivering our school's trainings.

 

 

Advertising and Public Representation

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Ensure all advertising, websites, social media and public communications are accurate, respectful and consistent with the values and teachings of our school.

Do not misrepresent your qualifications, experience, permissions, role or relationship with the Institute of Living Aloha.

Maintain a clear boundary between Spiritual Hawaiian Lomilomi Massage and sexual or erotic services. The Institute of Living Aloha does not teach or practice working directly with sexual energy within Lomilomi.

Use the Institute of Living Aloha's name, logo, materials and associated branding only in accordance with your agreement and current permission.

 

 

Professional Growth and Supervision

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Engage in ongoing self-reflection, professional development and lineage-based learning.

Remain open to feedback, accountability and the ongoing refinement of your practice or teaching.

Participate in a minimum of one supervision session each year, or more frequently when additional support is appropriate.

Seek guidance promptly when ethical, relational, cultural or professional concerns arise.

 

 

Responding to Harm and Restoring Pono

 

If you make a mistake or become aware that harm may have occurred:

• Pause and listen without becoming defensive.

• Acknowledge the concern and its impact.

• Seek appropriate support or supervision.

• Take responsibility for any actions within your control.

• Participate genuinely in repair and the restoration of pono wherever possible.

• Make any necessary changes to reduce the likelihood of the harm recurring.

 

 

Non-Compliance Procedure

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If a Practitioner Team Member or Teacher does not uphold these Professional Codes of Conduct:

• Charlie Snow will contact them to discuss the concern and hear their perspective.

• Further information may be gathered where appropriate, with care for privacy and confidentiality.

• Temporary suspension from practising, teaching or being publicly listed as a representative of the Institute may be applied while the matter is considered.

• The practitioner or teacher will be invited to take responsibility, seek support and participate in restoring pono.

• Conditions may be placed on their continued role, including additional supervision, professional development or agreed changes to practice.

• If the concern is serious, repeated or cannot be appropriately resolved, their listing, teaching permission or relationship with the Institute may be permanently ended.

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These Codes exist to protect clients, students, practitioners, teachers, the Institute and the integrity of the lineage—supporting us all to remain in right relationship with the work.

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Training Course Grievance Procedure 

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Overarching Policy

 

In line with the Institute of Living Aloha’s Mission, we aim to promote and maintain an open and supportive learning environment within which students can optimise their personal and professional development. The aim of the Student Grievance Policy and its associated guidelines is to provide processes that enable student concerns to be addressed quickly, without fear of reprisal pertaining to the source of the concern as practicable. 

 

The Institute of Living Aloha is committed to developing and maintaining an effective, timely, fair and equitable grievance handling system which is easily accessible to all complainants. 

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Grievance Management Principles

The student Grievance Policy is based on the principles that the Institute of Living Aloha has: 

• Developed a culture that views grievances as an opportunity to improve the organisation and how it works; 

• Set in place a grievance handling system that is student focussed and helps the Institute of Living Aloha to prevent grievances from recurring; 

• Ensure that any grievances are resolved promptly, objectively and with sensitivity and in complete confidentiality; 

• Ensure that the views of each complainant and respondent are respected and that any party to a grievance is not discriminated against nor victimised 

• Ensure that there is a consistent response to grievances. 

 

A grievance can be defined as a person’s expression of dissatisfaction with any aspect of our services and activities, including both academic and non-academic matters, such as - 

• The enrolment, induction/orientation process 

• The quality of education provided 

• Academic issues, including student progress, assessment, curriculum and awards in a course of study 

• Handling of personal information and access to personal records 

• The way someone has been treated. 

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These grievance procedures are designed to ensure that the Institute of Living Aloha responds effectively to individual cases of dissatisfaction. 

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Policy Coverage

In relation to non-academic grievances, the term “complainant” applies to both current students and mode of study and persons seeking to enrol with our school. These grievance procedures will be made available to complainants regardless of the location of study at which the grievance has arisen, the mode in which they study or their place of residence. At any time complaints can be discussed with the person/s involved. However, if this is impracticable, complainants have the following complaint mechanisms available. Please note that all mechanisms are free of charge.

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The policy will apply to management of grievances arising between parties include: 

1. Student: Student 

2. Student: Teacher

3. Client: Practitioner Team Member

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Before an Issue Becomes a Formal Complaint 

Complainants are encouraged, wherever possible, to resolve concerns or difficulties informally with the person(s) concerned. If the concern still has not been resolved, the person can file a formal complaint. 

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Lodging a Formal Complaint

If a student cannot resolve the issue informally and they wish to lodge a formal complaint, they should: 

1. Provide the details of the complaint in writing to The Institute of Living Aloha. This correspondence should include their name, contact details (must not be anonymous), details of the complaint and also detail the steps that have been taken so far. 

2. Make the complaint themselves, as complaints on behalf of someone else will not be accepted. 

3. Understand that it is a serious procedure and it will be investigated. 

4. Understand that it is a formal complaint as opposed to comments, feedback or suggestion. 

5. Be aware that the staff member or student/s concerned will be informed that a complaint has been made against them or in relation to a decision they have made. 

6. The Institute of Living Aloha will acknowledge receipt of the complaint in writing within 5 days. 

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Procedure

This procedure can be utilised by complainants to submit a grievance of an academic or non-academic nature. Grievances of an academic nature include issues related to student progress, assessment, curriculum and awards in a course of study. Grievances of a non academic nature cover all other matters including grievances in relation to personal information that we hold in relation to an individual. 

 

During all stages of this procedure the Institute of Living Aloha will take all steps to ensure that: 

• The complainant and any respondent will not be victimised or discriminated against 

• The complainant has an opportunity to formally present their case and each party to a grievance 
  may be accompanied and assisted by a support person at any relevant meetings 

• A full explanation in writing for decisions and actions taken as part of the process will be 
  provided if so requested by the complainant or a respondent 

• Where the grievance process results in a decision that supports the complainant, the Institute of Living Aloha will immediately implement any decision and/or corrective and preventative action required and advise the complainant of the outcome 

• There is no cost to the complainant during the internal stages of this grievance procedure. 

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Stage one – informal grievance: 
The student can talk to any Practitioner Team member and/or Teacher at the Institute of Living Aloha about their grievance. If the matter is not resolved, then the student can lodge a formal grievance. 

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Stage two – formal grievance: 
The student should put the details of their grievance in writing and attach all supporting documents. 

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Formal grievances must be submitted in writing marked to the attention of the Director as follows: 
To the Director - Institute of Living Aloha

Email charlie@InstituteOfLivingAloha.com

 

Receipt of the grievance will be acknowledged in writing/email. The grievance handling process will commence within ten working days of the receipt of the formal grievance, and all reasonable measures will be taken to finalise the process as soon as practicable.  The Director, or their nominee, will then, if necessary, seek to clarify the outcome that the complainant hopes to achieve. Such clarification may be sought by written or verbal request or by a face-to-face interview with the complainant. When such clarification occurs in a face-to-face interview the complainant or respondent may ask another person to accompany them. 

 

The Director, or their nominee, will then endeavour to resolve the grievance and will provide a written report to the complainant on the steps taken to address the grievance, Academic and Non- academic Grievances including the reasons for the decision, within ten working days. The report will further advise the complainant of their right to appeal the decision if they are not satisfied with the outcome of their formal grievance, and how they might do so.  

 

Stage three – further action: 
The procedures set out in this document do not replace or modify procedures or any other responsibilities which may arise under other policies or under statute or any other law. Nothing in this policy and procedure limits the rights of individuals to act under Australia's Consumer Protection laws. Also, these procedures do not circumscribe an individual's rights to pursue other legal remedies. 

 

All people have the right to refer complaints to: The Office of the Health Ombudsman

oho.qld.gov.au/make-a-complaint

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Record Keeping and Confidentiality

A written record of all grievances handled under this procedure and their outcomes shall be maintained for a period of at least five years to allow all parties to the grievance appropriate access to these records, upon written request to the Director. All records relating to grievances will be treated as confidential and will be covered by our Privacy and Personal Information Policy.