Refunds Policy
Refund Policy and Procedure
1. Policy
This policy/procedure provides all staff and clients (students / employers) information on the refund arrangements that are in place within Australian Easy Train (AET).
The following procedures ensure all clients are treated fairly and with integrity when applying for refunds. All refunds applications are to be submitted Student Administration and the following procedures followed in assessing the refund application.
All refund information is to be made available to clients prior to enrolment through:
• Student Information Handbook
• The RTO’s website
2. Procedure
2.1 Refund applications
- Any student wishing to apply for a refund must complete a ‘Refund Application Form’ and submit this form to Student Administration. The application form can be accessed by:
– Contacting Student Administration
– Accessing the RTO’s website - All refund applications are to be assessed by the Student Administration Manager and applications processed within fourteen (14) days of the application being placed. Where a student is entitled to a refund the Student Administration Manager is required to process the refund payment as required.
- Payment of a refund application cancels a student’s enrolment.
Please note: Where the student breaches the AET Policies and Procedures no refund is payable.
2.2 Refunds due to non-delivery of course by RTO
Tuition fees are to be refunded in full if the RTO is unable to commence the course as agreed due to unforeseen circumstances.
Any ‘unused tuition’ fees are to be refunded where the RTO is unable to complete the course due to unforeseen circumstances.
Where there is an instance of provider default in the above circumstances, AET may arrange for another course, or part of a course, to be provided to students at no (extra) cost to the student as an alternative to refunding course money. Where the student agrees to this arrangement, AET will not be liable to refund the money owed for the original enrolment.
| Outline of Refund Arrangements | |||
|---|---|---|---|
| The RTO is unable to commence the course for which the original enrolment and payment has been made. | Full refund or alternative placement in a course | ||
| The RTO is unable to continue to deliver the course as agreed. | Partial refund or alternative placement in a course | ||
2.3 Refunds based upon student application
Applications for refunds are to be processed by the Student Administration Manager within 14 days from the date of application.
Where a student is unable to complete their course, they may be eligible for a refund of tuition fees. Where a student withdraws from the course without extenuating circumstances only a partial refund is payable. A refund of tuition fees is only payable in certain circumstances and these circumstances and amounts are provided to students prior to confirming enrolment.
| Outline of Refund Arrangements | |||
|---|---|---|---|
| Withdrawal more than 10 working days prior to agreed start date | Full refund or transfer to another course | ||
| Withdrawal less than 10 working days prior to the agreed start date | Full refund minus a $100 Administration Fee, or transfer to another course | ||
| Withdrawal after course commencement | No refund | ||
* Students may have extenuating circumstances that prevent them from attending scheduled course dates that may include but are not limited to illness, family or personal matters, or other reasons that are out of the ordinary. Where evidence can be successfully provided to support the student’s circumstances, course fees may either be transferred to the next available course where applicable, or a refund of unused course fees will be issued. This decision of assessing the extenuating circumstances rests with the RTO Manager and shall be assessed on a case by case situation.
2.4 Appealing Refund decisions
- All clients have the right to appeal a refund decision made by AET by accessing the complaints and appeals policy and procedure.
- This policy and the availability of complaints and appeals processes, does not remove the client’s right to take action under Australia’s consumer protection laws, including but not limited to a statutory cooling-off period, if one applies.
- The RTO’s dispute resolution processes do not remove the client’s right to pursue other legal remedies where they feel necessary.
2.5 Further information
- If fees have been paid by a third party, then refunds will be payable to that third party.
- Any information that the client provides AET or that AET collects about the client (including payments and refunds) can be given to authorised State and Commonwealth Agencies.
