Refund and Returns Policy

1. Purpose of Policy

This policy outlines Caring Alliance’s procedures relating to client/student fees, refunds, cancellations, and withdrawals.

2. Scope of Policy

This policy applies to all current and prospective clients/students of Caring Alliance, including those eligible for government funding or subsidies.

3. Policy Statement

This policy should be read in conjunction with relevant legislation, including:

• Australian Consumer Law

• Standards for RTOs 2015 (ASQA)

• Smart and Skilled Contract Terms and Conditions (where applicable)

Caring Alliance is committed to administering all fees and refunds in an ethical, fair, and transparent manner while ensuring clients receive high-quality education and training services at all times.

4. Fees

4.1 Fee Administration and Notification

• Prior to enrolment, clients receive full course and fee details.

• On confirmation of enrolment, a tax invoice is issued, outlining payment methods and any additional applicable fees.

• Additional charges may apply for:

• Replacement of lost/misplaced learning resources (program-specific cost).

• Reissuance of lost/misplaced certificates ($30 per document).

• USI application services (if required).

• Reassessment after three failed attempts (per attempt).

• Embedded qualification issuance (where applicable).

Fee exemptions or reductions may apply for Recognition of Prior Learning (RPL) or Credit Transfer (CT), with evidence provided.

4.2 Fee Collection and Payment Methods

• Clients confirm receipt of fee/refund information via signed declaration or electronic acceptance.

• Caring Alliance does not accept more than $1,500 in upfront fees from individual students prior to course commencement.

Payment options:

• Full payment if total invoice ≤ $1,500.

• Deposit of $500 if invoice > $1,500, with balance payable as per agreement before certificate issuance.

• Employer payments are not subject to the $1,500 limit.

Failure to pay scheduled fees may result in training suspension or withholding of certificates until outstanding fees are cleared.

5. Cancellation and Withdrawal

5.1 General Policy

• All refund/cancellation requests are processed within 14 days.

Refund entitlements:

• 15+ days before course start → Full refund (minus $30 admin fee)

• 5–14 days before course start → 50% refund (minus $30 admin fee)

• 1–4 days before course start → No refund (outstanding fees still apply)

• After course commencement → No refund (outstanding fees still apply)

5.2 Discontinuation by Student

Where a student discontinues before completing a course, Caring Alliance will:

• Record the withdrawal reason and date.

• Issue a Statement of Attainment for completed units (within 21 days).

• Provide an updated training plan and statement of fees.

• Finalise training records and report to relevant bodies.

6. Refunds

6.1 Policy

Refunds will be granted under the following conditions:

• Full refund for overpayments.

• Full refund if Caring Alliance cancels a course.

• Pro-rata refunds for RPL (less admin/assessment fees).

• Full refund for Credit Transfer units.

• No refund for:

• Student withdrawals

• Perishable practice materials/resources

In cases not covered above, refunds may be considered at the discretion of the RTO Manager.

6.2 Refund Applications

• Refund requests must be submitted in writing to the RTO Manager at [email protected]

• All requests are processed within 14 days.

6.3 Appeals

Students dissatisfied with a refund decision may appeal within 7 business days of receiving the outcome.

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For further inquiries, please contact:

[email protected]