etrainu Refund Policy
The General Manager or Finance Administration will review the Refund Application against the Refund Policy, as follows:
The following refund policies have been adopted for Enrolment Fees, Application Fee and/or Tuition Fees
Refunds will be paid in the following situations:
1. Where a participant seeks a refund on the basis of an incorrect charge being accepted by Challenge National or etrainu.
2. Where a participant seeks a refund following cancellation of enrolment in favour of enrolment at an alternative vocational education institution, a partial refund (generally 50%) shall be made provided that:
i. Such refund shall be conditional upon the satisfactory evidence of the subsequent enrolment having been made and
ii. The application is received before 20% of the course time has elapsed.
3. In the case of on line courses where the student has commenced a course in error assignment of a new key will be considered if it is deemed to be a genuine request (ie generally when the student has not commenced the incorrect course, or has not completed more than one chapter of assessment).
4. In the case of on line courses where the student is assigned a key via their employer, and the student has not yet activated their training key to commence the course within 30 days, the employer is entitled to a refund on request and the training key will be de-activated from the student.
5. If circumstances where it is agreed by the assessor and the student that on line learning is not the best method for that student, Challenge National and etrainu will:
i. Either offered personalized support to work directly with an assessor one on one.
ii. Approve an appropriately qualified mentor to support learning.
iii. Suggest and arrange for inclusion in a face to face program (if one is taking place in a reasonable timeframe) or
iv. Offer a full refund.
6. Challenge National will make a full refund of all fees paid should a course be discontinued. Should the student desire to take an alternative course with Challenge National, fees will be fully transferable to that course.
7. In the event of a course for which the student was enrolled being unavailable (eg. due to technical difficulties an on-line course is not accessible for more than 5 days) or no acceptable alternative course is available, fees are fully refundable.
Refunds will not be paid in the following situations:
Where a participant's enrolment has been terminated due to disciplinary action, fees will not be refundable.
Special Conditions & Information
1. All requests for cancellation or refunds must be made in writing (may be filled out by helpdesk) (Fees and Charges Refund Request), and be accompanied with supporting documentation where necessary
2. Confidentiality of student information will be ensured (see Student Information Management Policy)
3. Refunds will be paid within one (1) week of the claim being agreed.
4. Participants have six months to complete individual unit on line programs (generally recommended completion times are between 4 and 6 hours) and if the program is not completed within that time frame they may be required to purchase another course.
Payment Method
Refunds will be made by cheque or direct debit to the participant or the entity that paid for the course. Direct debit is the preferred method of refund payment. In the case of client refunds additional credit may be placed on their account.
Important Note
While the 50% refund forms a basis of the Refund Policy, Challenge National and etrainu's approach is generally to wherever possible to meet the student and client needs and maintain good customer relationships therefore on occasions at the discretion of the CEO/Business Manager, should a student have to discontinue a course for legitimate reasons, such as sickness, exceptional family circumstances or bereavement, a pro-rata refund, full or partial refund will be given or assignment of another course key may apply at a more appropriate time.
A fee of $20.00 may be charged for enrolments submitted after the due date advertised.
Cancellations and Transfers for Fee for Service (FFS) Programs
Individual Unit Face to Face Courses (One Unit of Competency)
As an example this will cover the following Face to Face programs:
- OLGR Approved Provide Responsible Service of Alcohol (Face to face)
- Responsible Management of Licensed Venues (Licensees Course)
(Note: This is an OLGR regulated by not AQF program)
Cancellations
More than 14 days prior to program commencement:
Cancellations can be made 14 days prior to the commencement of a program and must be made in writing/email and addressed to the Business Manager -Training or Learning and Development Manager. A full refund less an administration fee of $20 per unit of competency or $200 for a full qualification/traineeship will be paid to the participant.
Transfers to alternate programs or program dates can be arranged without penalty with notice of 14 days or more again in writing/ email.
Less than 14 days prior to course commencement:
Cancellations of programs within 14 days from program commencement date are subject to full payment. Program fees will not be refunded or allocated to another program in these circumstances.
Program fees will not be refunded or allocated to another program in these circumstances.
Challenge National cannot accept responsibility for changes to work commitments or personal/organisational circumstances within this fourteen-day period.
Participant substitutions are welcome at no extra cost. If course programs have adequate numbers and an individual needs to cancel with late notice Challenge National may at its discretion transfer the participant to another course/program.
Refunds will also be paid in the following situations:
Cancellation of a Program
Should Challenge National cancel a program, participants are entitled to a full refund or transfer of funds to a future program.
Refunds will not be paid in the following situations:
Non Attendance over the course of a program
If a participant fails to attend a program outside of the conditions detailed above when a refund will be paid, program fees will not be refunded or allocated to another program.
Cancellations and Transfers for User Choice/Government Funded Programs
All refunds for government funded subjects and programs shall be in accordance with the Vocational Education, Training and Employment Act 2000 and in line with specific requirements for refunds for that individual State Governing Body.
Challenge National will provide refunds to Government Funded Traineeships for enrolment/tuition and or participant support services fees in accordance with contractual requirements either for each State/Territory or Federal. At the time of induction each participant will be briefed on their particular State and or Federal requirements.
Cancellations
All cancellations must be made in writing/ or by email and addressed to the Business Manager or State Training Manager, 14 days prior to the start of a funded program.
Refunds will also be paid in the following situations:
1. Participants enrolled in a traineeship program will receive a full refund for tuition, student support services and fees charged for training delivery that has not commenced and or if a specific cancellation date has been stipulated after the commencement date (where State specific).
2. Where a trainee withdraws from a unit of competency/module a pro-rated refund will be granted. For example, if the participant has completed 5 out of 10 units within a module, 50% of the refund will be given.
3. Where Challenge National cancels a program a full refund will be granted.
4. If a participant has paid a fee for tuition which is no longer required because of recognition of prior learning (RPL), then Challenge National will refund an amount equal to the difference between the enrolment fee paid, and the tuition fee payable for the adjusted hours of tuition that are to be undertaken. Note - on occasions the process of RPL may be equal in tuition hours.
5. If a participant wishes to transfer from one funded program to another a re-enrolment fee may be charged.
6. All cancellations from a Government Funded Program after the commencement date may incur an administration fee but only if this is communicated to the individual as part of the enrolment process.
Special Conditions and Information
Specific details regarding state refund requirements will be provided to the client/participant on engagement in a State funded program.
These conditions are overridden by any direct information contained in a direct MOU or agreement between Challenge National and the client/participant.
