Refund Policy

1. Overview

At PracticeSafe, we are committed to providing high-quality training services. This Refund Policy explains the circumstances under which refunds may be issued, in accordance with Australian Consumer Law.

2. General Refund Policy

Certificate fees are generally non-refundable once a certificate has been successfully generated and downloaded. However, refunds may be provided in the following circumstances:

• Technical issues preventing access to paid content
• Duplicate payments or payment processing errors
• Service failures that prevent certificate generation after payment
• Major failures as defined by Australian Consumer Law

3. Refund Eligibility

3.1 Eligible for Refund

You may be eligible for a full or partial refund if:

• Payment was processed but certificate was not generated due to a system error
• You were charged multiple times for the same certificate
• The service was unavailable for an extended period after payment
• The certificate contains errors due to our system fault
• The training content was substantially different from what was advertised
• Technical issues prevented you from accessing paid content within 48 hours of purchase

Refund requests must be made within 14 days of purchase and only before the module has been completed. Your rights under the Australian Consumer Law are not affected.

3.2 Not Eligible for Refund

Refunds will not be provided in the following situations:

• Certificate has been successfully generated and downloaded
• You changed your mind after completing payment
• You did not pass the assessment (you may retake the test for free within your access period)
• Your employer or organization does not accept the certificate
• Certificate has expired at the end of the module's validity period
• Your module access period has expired (you may repurchase at the renewal price)
• You failed to complete the training within a reasonable timeframe
• You violated our Terms of Service

4. Refund Request Process

To request a refund:

1. Contact Us: Email support@practicesafe.com.au within 14 days of purchase
2. Provide Details: Include your order number, payment receipt, and reason for refund request
3. Wait for Response: We will review your request within 5 business days
4. Resolution: If approved, refunds are processed within 7-10 business days to your original payment method

5. Failed Assessments and Retakes

If you do not pass the assessment:

• You may retake the test unlimited times at no additional cost within your access period (the module's validity period, from purchase)
• All training materials remain accessible during the access period
• When the access period ends, you may repurchase the module at its renewal price to regain access and retake the test
• No refund is provided as the service (access to training and assessment) was delivered
• Technical support is available to help you prepare for retakes

Note: The access period begins on the date of purchase, not the date you first attempt the test. Plan your study and test attempts accordingly.

6. Technical Issues

If you experience technical difficulties:

1. Contact Support First: Email support@practicesafe.com.au immediately
2. Troubleshooting: We will work with you to resolve technical issues
3. Resolution Time: Most technical issues are resolved within 24-48 hours
4. Refund Consideration: If we cannot resolve the issue within 5 business days, a refund may be provided

7. Duplicate Payments

If you were accidentally charged multiple times for the same purchase, we will automatically refund the duplicate transactions once identified. Contact us immediately if you notice duplicate charges, and we will investigate and process the refund within 5 business days.

8. Vouchers and Business Subscriptions

For voucher purchases:

• Unused vouchers may be refunded within 14 days of purchase
• Partially used vouchers are not eligible for refund
• Redeemed vouchers cannot be refunded
• Business subscriptions: cancel any time from the billing portal; the current month is not refunded and access runs to the end of the paid period
• Worker licences (when available): refundable only while no seat has been used; a refund voids the licence
• Bulk voucher purchases may have different refund terms (specified at purchase)

9. Refund Processing

Approved refunds:

• Are processed to your original payment method
• Take 7-10 business days to appear in your account
• May take longer depending on your bank or credit card provider
• Are issued in Australian Dollars (AUD)

You will receive an email confirmation when your refund has been processed.

10. Australian Consumer Law

Nothing in this Refund Policy limits your rights under Australian Consumer Law. Under the Australian Consumer Law, you have guaranteed rights for services that:

• Are provided with acceptable care and skill
• Are fit for the purpose we tell you they are fit for
• Are delivered within a reasonable time

If there is a major failure with our service, you may be entitled to cancel your service contract and obtain a refund, or to receive compensation. If the failure is not major, you are entitled to have the problem rectified in a reasonable time and, if this does not happen, to cancel the contract and obtain a refund for the unused portion.

11. Partial Refunds

In some circumstances, partial refunds may be provided:

• If you completed part of the training before requesting a refund
• If the issue affected only a portion of the service
• If a certificate was issued but contained errors requiring reissuance

The partial refund amount will be calculated based on the portion of service affected.

12. Exceptions and Special Cases

Special circumstances may warrant exceptions to this policy:

• Medical emergencies preventing course completion
• Death or serious illness of immediate family member
• Natural disasters or emergencies

These requests are handled on a case-by-case basis. Please contact us with supporting documentation.

13. Disputes

If you disagree with our refund decision:

1. Internal Review: Request a review of the decision from our management team
2. External Resolution: Contact the Office of the Australian Information Commissioner or your local consumer protection agency
3. Legal Action: You may pursue legal remedies in accordance with Australian law

14. Changes to This Policy

We reserve the right to modify this Refund Policy at any time. Changes will be posted on this page with an updated "Last updated" date. For purchases made before policy changes, the policy in effect at the time of purchase applies.

15. Contact Information

For refund requests or questions about this policy, please contact us: