Refund, cancellation and transfer policy

This policy applies to all Certitude courses, including:

• nationally recognised qualifications,
• short courses and professional development programs, and
• public (open enrolment), in‑house, and private courses.

Where no separate written client contract exists, this policy forms part of the terms and conditions of enrolment.

1. Course Cancellations by Certitude

Certitude Australia makes every effort to deliver all scheduled courses. However, in limited circumstances, courses may be cancelled or rescheduled due to factors beyond our control, including insufficient participant numbers or trainer availability.

If Certitude cancels a course, learners may choose to:

• transfer to an alternative course date at no cost; or
• receive a full refund of all fees paid.

2. Learner Cancellations – Public Courses

a) Cancellation more than 10 business days before course start

Cancellations are accepted without financial penalty or administration fees, provided written notice is received at least 10 business days prior to the course start date.

b) Cancellation within 10 business days or non‑attendance

Learners who:

• cancel within 10 or fewer business days of the course start date,
• fail to attend (“no‑show”), or
• attend only part of a course,

are liable for the full course fee, as costs have already been incurred.

In these circumstances, learners may request a transfer to a later course date, subject to the transfer conditions below.

3. Refunds – Qualifications (Public Enrolments)

For nationally recognised qualifications, where withdrawal occurs for reasons other than Certitude‑initiated cancellation:

Withdrawal more than 7 days before commencement
Refund of the first payment milestone. No further payments required.

Withdrawal within 7 days before commencement
The first payment milestone is non‑refundable due to administrative and provisioning costs. No further payments required.

Withdrawal after commencement
Fees are charged up to the date of withdrawal. No further payments required beyond this point.

4. Refunds – All Other Courses

For non‑qualification courses (including workshops and professional development programs):

• If resources have been accessed (eLearning, digital content, eBooks, assessments, exam vouchers), these costs are non‑refundable and will be deducted from any refund.
• If resources have been provisioned but not accessed, an administration fee of $150 will be deducted.  Except for exam vouchers (certificaiton courses), these are non-refundable.
• If no resources have been provisioned or accessed, a refund may be issued less reasonable administrative costs.

All refund requests must be made in writing and are assessed in line with this policy.

5. Transfers and Transfer Fees

a) Transfers requested 10 or more business days before course start

Learners may transfer to:

• the same course on a later date, or
• another eligible course,

at no cost, provided written notice is received at least 10 business days before the original start date.

b) Transfers requested within 10 business days

If notice is provided within 10 business days, the original registration will be cancelled and a transfer fee may apply, as outlined below.

c) Illness or exceptional circumstances

Learners who become unwell prior to or during a course may request a transfer to a later date. Supporting information may be requested.

Transfer Fees

Public course (Live Online): AUD $200 + GST per person
Public / In‑house (Classroom): AUD $200 + GST per person
In‑house or Private course: 20% of course fee

6. Corporate and Contracted Clients

Where training is delivered under a separate corporate or client contract, refunds, cancellations, and transfers will be managed in accordance with that contract.

7. Refund Requests

All refund requests must be submitted in writing using the Certitude Refund Application Form.
Approved refunds will be processed within 30 days.