Refund Policy
1. Purpose
EMS Education & Training (“EMSET”, “we”, “us”) is committed to fair, transparent and compliant refund practices. This Refund Policy sets out when refunds may be available, how they are calculated, and how to request them.
This policy applies to all training products and services delivered by EMSET, including face-to-face training, blended delivery, online learning, assessment-only services (where offered), and any third party services arranged by EMSET.
2. Scope and definitions
- Learner/Client: The individual learner or the person/organisation paying for training.
- Course fees: Tuition and assessment fees charged by EMSET.
- Non-tuition fees: Materials, uniforms/PPE, consumables, third-party fees, venue fees, shipping, card processing fees, or other charges specified at enrolment.
- Commencement: The point at which training and/or assessment is deemed to have started.
3. How to request a refund (required process)
The learner/client must advise of cancellation in writing (email is acceptable).
Refund requests must be submitted to EMSET Accounts and include:
- Learner name and course
- Enrolment date and scheduled start date
- Reason for refund request
- Supporting evidence (where relevant)
- Bank details for refund processing (if required)
4. Refund eligibility and amounts
4.1 Cancellation before training or assessment commences
All monies paid, less a 20% administration fee, will be refunded if cancellation occurs before any training or assessment takes place.
4.2 Cancellation after training or assessment begins
Cancellation after training or assessment begins attracts:
- a 20% administration fee, and
- the deduction of the full cost of any training or assessment the learner had access to up until the cancellation date.
4.3 Online learning commencement rule
In the case of online learning, training and assessment is deemed to have commenced once the learner has been issued a username and login and these have been used to access the online material.
4.4 Online training no refunds once commenced
For online training products (including self-paced eLearning and any online assessment access), no refunds will be provided once online training has commenced (as defined in Section 4.3), except where a refund is required by law (including under the Australian Consumer Law) or where EMSET determines, at its discretion, that exceptional circumstances apply.
4.5 Non-refundable items (standard clauses)
Unless required otherwise by law, the following are generally non-refundable once incurred or supplied:
- Third-party fees (e.g., external venue fees, external licensing/ID checks, courier/shipping)
- Consumables used during training
- Printed materials that have been issued
- Replacement certificates/cards
- Card processing fees (where charged by payment providers)
5. Cooling-off period (where applicable)
Where a cooling-off period is advertised for a specific course or offer, it will be stated in the course information at the time of enrolment. If no cooling-off period is stated, refunds are managed under Sections 4 and 6 of this policy.
6. Consumer guarantees and statutory rights
Nothing in this policy limits or excludes rights under the Australian Consumer Law (ACL). Where EMSET fails to meet consumer guarantees, the learner may be entitled to a remedy (including a refund) as required by law.
7. Provider-initiated changes, cancellations or rescheduling
7.1 If EMSET cancels a course
If EMSET cancels a course before it commences, learners may choose:
- a full refund of course fees paid, or
- transfer to an alternative date/intake (subject to availability).
7.2 If EMSET reschedules a course
If EMSET reschedules a course and the learner cannot reasonably attend the new date, the learner may request a refund of course fees paid, less any non-tuition costs already incurred on the learners behalf (if applicable and disclosed).
7.3 If EMSET changes delivery mode or location
If a material change is made to delivery mode or location, EMSET will work with the learner to transfer to a suitable alternative. If no suitable alternative is available, a refund may be offered consistent with this policy and applicable law.
8. Transfers, substitutions and credits (optional but common)
At EMSETs discretion, and where operationally feasible:
- Learners may request a transfer to another scheduled date.
- A substitution (another person attending in place of the original learner) may be permitted where entry requirements are met.
- A credit may be issued instead of a refund.
Any transfer/substitution may incur an administration fee and must be requested in writing.
9. Special circumstances (compassionate or extenuating)
EMSET may consider refunds or partial refunds in compassionate or extenuating circumstances (e.g., serious illness, family emergency). Evidence may be requested. Decisions are made case-by-case and documented.
10. Refund processing timeframes
- EMSET will acknowledge refund requests within 5 business days.
- Approved refunds are generally processed within 10 business days of approval.
- Refunds are returned using the original payment method where possible.
11. Refund process (internal steps)
- Written notification of cancellation received
- Refund request form completed and provided to Accounts
- Accounts processes the refund
- Note made in the learner/client file
12. Complaints and appeals
If a learner is dissatisfied with a refund decision, they may lodge a complaint in writing. EMSET will manage complaints in accordance with its Complaints and Appeals Policy and applicable regulatory requirements.
13. Records and compliance
EMSET maintains records of enrolment, participation, cancellations and refunds in accordance with RTO record-keeping obligations and privacy requirements.
14. Contact
EMS Education & Training (RTO 40833) Email: [insert accounts email] Phone: [insert phone] Address: [insert address]
15. Version control
- Policy owner: EMSET Compliance/Accounts
- Review cycle: Annual or as required by regulatory change
- Version: 2025.2
- Effective date: 1/1/2025