T&Cs Clause 4 – Refunds

Posted03/05/2018

Updated30/09/2026

ByAlex Mueller

4.1 General Information

Eligibility for a refund will be assessed based on the services provided to the student and the costs incurred by Intelligent Training Solutions to provide those services. Applications for refunds must be made by completing the online Refund Application Form.

4.2 Refund process related to courses that are cancelled by Intelligent Training Solutions

A student will be issued a full refund of the enrolment fees they paid for a course that was postponed or cancelled by Intelligent Training Solutions, provided that the student does not accept, for any reason, an offer to have their enrolment transferred to an alternative course. If the student accepts an offer made by Intelligent Training Solutions to have their enrolment transferred into an alternative course, then the student waives their right under this sub-section for a refund should they change their mind.

It is important to note that this does not include a course that was postponed by Intelligent Training Solutions due to imposed government restrictions, government lockdowns, or COVID-related closures. Any course postponed due to government restrictions, government lockdowns, or COVID-related closures will be processed under sub-clause 4.5 below.

For courses postponed or cancelled by Intelligent Training Solutions that are not related to a government directive, restriction or lockdown, Intelligent Training Solutions will provide students with a refund where:

Intelligent Training Solutions is unable to offer the course, and where a suitable alternative cannot be negotiated between Intelligent Training Solutions and the student;
Intelligent Training Solutions closes or ceases to deliver any part of the course the student is enrolled in;
Intelligent Training Solutions refuses the application for enrolment

4.3 Refunds process implemented when requested by students with active enrolments

Where a refund is requested by the student, the following terms and conditions will apply:

What is an active student?

A student’s enrolment is considered active once they have paid a deposit, made an instalment payment, approved and signed a quote for services delivered by ITS, signed a PDS (Qualification Courses), enrolled into an online course (Example: Verification of Competence Course (VOC)), or paid their course fees in full. From this point forward, all requests for a refund must be made in writing using the online Refund Application Form located in the Student Administration section of our website. This form must be completed and signed by the enrolled student/client.

Refund terms and conditions

For active enrolments, the following terms and conditions will apply:

Clause 4.3.1 –
Notice provided with 28 days or more

90% of the course enrolment fee, or of the deposit paid by the student, minus any banking, PayPal or merchant payment processing fees, will be refundable if a written application is received within 28 days or more before the course commencement date.

NOTE: Not applicable to Online or Verification of Competence Courses

Clause 4.3.2 –
Notice provided within 9 to 27 days

50% of the course enrolment fee, or of the deposit paid by the student, minus any banking, PayPal or merchant payment processing fees, will be refundable if a written application is received within 8 to 27 days before the course commencement date.
NOTE: Not applicable to Online or Verification of Competence Courses

Clause 4.3.3 –
Notice provided with 8 days or less

*Limited exceptions may apply. See NOTE 1 and NOTE 3.

A student’s course fees, course deposits or part payments will generally NOT be refunded if a cancellation or withdrawal is received eight days or less before the course commencement date.

Intelligent Training Solutions commits trainers, training venues, equipment, course resources, printed materials, administration and other delivery costs on the basis of confirmed participant numbers. All courses are subject to participant capacity limits. In the final eight days before commencement (the preparation stage), your enrolment reserves a place that cannot reasonably be offered to another student, course advertising is withdrawn and materials are prepared. A late cancellation or withdrawal therefore leaves a vacant place, leaves Intelligent Training Solutions with costs and losses it cannot reasonably recover, and deprives another student of the opportunity to undertake the course. For these reasons, fees are generally not refunded at this stage, subject to the limited exceptions described in this clause.

For enrolments submitted on or after 30 September 2026, illness, injury, medical conditions, medical appointments, medical emergencies, COVID-19 and other health-related circumstances do not, by themselves, create an entitlement to a refund, credit or transfer where a request is made, or the student does not attend, within the final eight days before commencement. Providing a medical certificate does not, by itself, change that outcome. The limited compassionate circumstances described in NOTE 3 below may still be considered. Enrolments submitted before 30 September 2026 remain governed by the terms and conditions that applied when they enrolled (see Historic Terms and Conditions).

Students who do not attend their course, or who arrive late and are excluded from the session, are treated as having withdrawn with eight days’ notice or less.

*NOTE: In line with ACCC guidance, a business is not required to provide a refund where a customer simply changes their mind. Any refund, credit or transfer approved outside the circumstances described in this clause is at the discretion of the Intelligent Training Solutions management team. Nothing in these Terms and Conditions excludes, restricts or modifies any right or remedy that cannot lawfully be excluded under the Australian Consumer Law.

Clause 4.3.4 –
Last-minute enrolments

Any student who enrols in a course with less than eight days clear from the course commencement date will not receive a refund in accordance with Clause 4.3.

WARNING: Please decide carefully when enrolling in a course with less than eight days between your enrolment and the commencement of the course. Intelligent Training Solutions does not have a cooling-off period unless mentioned explicitly in a Product Disclosure Statement (PDS). Not all courses have a PDS. Once your course has commenced, all instalments or direct debit payments must be made and are non-refundable.

*NOTE: In line with ACCC guidance, a business is not required to provide a refund where a customer simply changes their mind. Refunds, credits and transfers for health-related circumstances are dealt with in Clauses 4.3.3 and 4.3.6 and NOTE 3. Any refund, credit or transfer approved outside those circumstances is at the discretion of the Intelligent Training Solutions management team. Nothing in these Terms and Conditions excludes, restricts or modifies any right or remedy that cannot lawfully be excluded under the Australian Consumer Law.

Clause 4.3.5 –
(COVID-19)

As of 27th of August 2021, Intelligent Training Solutions will NO LONGER provide a refund on courses postponed due to government restrictions or government-issued lockdowns. Instead, students who find that their course is delayed or postponed due to government restrictions or government-directed lockdowns will be automatically issued a credit note* allowing the student to reschedule their course to another time and date available once the government restrictions or government lockdown has been lifted.

These terms and conditions will apply to all new enrolments submitted on or after the 27th of August 2021. This change in conditions does not apply to enrolment received before (and including) the 26th of August 2021.

PLEASE NOTE: The decision to implement these terms and conditions has not been made lightly. Government restrictions and lockdowns cost businesses like ours time and money, especially considering that we conduct essential training for COVID response workers and high-risk industries regardless of low course participant numbers.

* NOTE 1- All credit notes will be valid for a 12-month period only, starting from when the credit note was issued. After 12 months, and on the condition that Intelligent Training Solutions could deliver the course on more than two occasions after re-opening from a forced lockdown or restriction, the enrolment fees will be forfeited by the student.

If Intelligent Training Solutions is unable to make at least two-course offerings within the 12-month period, the credit note will be extended for a further 6 months.

NOTE 1

If you can find another person to take over your enrolment, effectively replacing your enrolment with another (1:1), Intelligent Training Solutions, at its discretion, will arrange for you to receive either a refund under Clause 4.1 or a transfer of your enrolment under Clause 5. The decision on which Clause will be implemented will be made by Intelligent Training Solutions.

Clause 4.3.6 — First Aid courses: illness, injury and medical circumstances

(AMENDED 29 September 2026. EFFECTIVE for enrolments submitted on or after 30 September 2026)

For enrolments submitted on or after 30 September 2026:

Ordinary illness (including COVID-19), injury other than as described in NOTE 3, medical conditions, medical appointments, medical emergencies and other health-related circumstances do not create a right to a refund, credit or transfer where a request is made, or the student does not attend, within the final eight days before the course commencement date.
This remains the case where a medical certificate is supplied. A medical certificate does not, by itself, change the outcome.
The previous arrangement under which Intelligent Training Solutions would consider a transfer of a First Aid course enrolment on receipt of a medical certificate is no longer available for these enrolments.
Requests received more than eight days before the course commencement date remain subject to Clause 5.
The limited compassionate exception in NOTE 3 remains available.
Enrolments submitted before 30 September 2026 remain governed by the version of this clause that applied when they enrolled (see Historic Terms and Conditions).
Nothing in this clause excludes, restricts or modifies any right or remedy that cannot lawfully be excluded under the Australian Consumer Law.

4.3.7 ALL OTHER COURSES

4.3.7(1) DEFENSIVE DRIVER COURSES, INDUSTRY COURSES, NON-ACCREDITED COURSES ETC…)

Subject to NOTE 3, where you are unable to attend because of illness (including COVID) or a medical emergency, your enrolment will be cancelled and fees will be forfeited, unless a statutory right applies.

WHAT IS THE REASON FOR THIS CLAUSE?

Courses such as our defensive driver course or industry-based courses require Intelligent Training Solutions to secure trainers, training venues, course resources and print course materials for your attendance on the course. When a student fails to attend their course, regardless of your reason, Intelligent Training Solutions is still required to pay for the trainer’s time and for the venue and resources hired. It is for this reason that your course will not be transferred, and any course fees will not be refunded.

At the discretion of Intelligent Training Solutions, you may be offered a discount on your next enrolment. Providing a medical certificate does not create an entitlement to such an offer.

PLEASE NOTE: These terms and conditions will apply to all new enrolments submitted on or after the 03rd of May 2022. The decision to implement these terms and conditions has not been made lightly. Non-attendance in a course costs businesses like ours time and money, especially when conducting essential training for COVID response workers and high-risk industries, regardless of low course participant numbers. Failing to attend a course or withdrawing within eight days also deprives other potential clients from enrolling in the course as the position was secured for your attendance.

NOTE 3 – Limited compassionate circumstances (AMENDED 29 September 2026)

Intelligent Training Solutions may, at its discretion, approve one fee-free transfer of your enrolment, or issue a credit note, where you cannot attend your course because of:

your hospitalisation;
a serious injury that reasonably prevents you from attending; or
the death of a family member.

You must provide reasonable evidence of the circumstance (for example, hospital documentation, a medical certificate confirming a serious injury and that you were unable to attend, or a death notice or a letter from your GP) within seven days after the scheduled course date. Intelligent Training Solutions may ask for further information.

Ordinary illness, COVID-19, routine medical conditions, medical appointments and ordinary medical certificates do not normally qualify.

This NOTE does not create an entitlement to a cash refund. It applies in the same way as Clause 5, NOTE 2. Nothing in this NOTE excludes, restricts or modifies any right or remedy that cannot lawfully be excluded under the Australian Consumer Law.

4.4 Non-active enrolments

Where a student has not yet paid for their course in full, paid a course deposit, or negotiated a payment arrangement, the student’s enrolment is considered non-active; therefore, not subject to Clause 4.4 or 4.5. This does not include Online or Verification of Competence Courses.

A student who has submitted an enrolment form but has yet to be invoiced or made a payment against their course will not be asked to pay for their intended course should they wish to cancel their enrolment. Students who have not paid their enrolment fees, excluding online or Verification of Competence courses, are not counted in the preparation stage of a course and cannot attend class.

4.5 General disclaimer

NOTE: These enrolment terms and conditions and the availability of our complaints and appeals processes, do not remove your rights to take action under Australia’s consumer protection laws.

POLICY DOCUMENTATION REGISTER

VERSION CONTROL:

VERSION	DOCUMENT/POLICY/CONDITION NUMBER	DATE CHANGED	AUTHOR	REASON	SECTIONS
2023.1	Clause 4 – Refunds	15/06/2023	Alex Mueller	Headings updated with identifying numbers to improve the usability.	ALL
2023.1	Clause 4 – Refunds	16/06/2023	Alex Mueller	Changed the Refund Application Form from a PDF document to an online application form. Updated the wording and weblinks within this clause to highlight and point to the new online application form. Created a script that re-directs users from the old PDF version to the new online application form.	ALL
2024.1	Clause 4 – Refunds	18/01/2024	Alex Mueller	Additional of HLTAID014 Provide Advanced First Aid Course to Scope of Registration required an update of the refund / transfer clause. The Advanced first aid course is excluded from this clause.	NOTE 2.2
2024.2	Clause 4 – Refunds	12/12/2024	Alex Mueller	Information specific to the Online and Verification of Competence (VOC) courses was added.	Clause 4.3, 4.4
2026.1	Clause 4 – Refunds	29/09/2026	Alex Mueller	Removal of the routine medical-certificate transfer arrangement from 30 September 2026, retention of the narrow compassionate exception, clarification that statutory rights remain unaffected, and removal of the absolute “no legal obligation” wording.	Clause 4.3.3, Clause 4.3.4, Clause 4.3.6, Clause 4.3.7, NOTE 3 and the general NOTE