Policies, Procedures & Forms

QA_POL_07 Withdrawal and Refund Policy_v2

1. Purpose

This policy is provided on behalf of the Lumify Learn, as a shared commitment to providing quality training and assessment in accordance with the Standards for Registered Training Organisations 2015 (SRTOs). As such, Lumify Learn is required to have and provide detail of a fair and reasonable withdrawal and refund policy.

The purpose of this policy is to provide the terms of the agreement made upon enrolment, whereby a student wished to withdraw early from their studies with Lumify Learn.

This policy covers withdrawals and cancellations, as well as the arrangements for refunds. This policy covers both nationally Accredited Qualifications and Short Course/Vendor Certified Programs (non-accredited).

2. Policy Statement

Lumify Learn is committed to ensuring fair and reasonable withdrawal and refund practices.

This policy is applicable to individual student fees and charges associated with fee-for-service courses, regardless of if they are paid by the student or a third party on their behalf.

Lumify Learn will:

Implement and maintain a process for fair and reasonable withdrawal and refund of fees paid; and

Not provide a refund for a fee-for-service course where training resources and materials have been provided or accessed by the client.

Not provide a refund for a course where a student has not attained the full qualification by the course end date.

Not provide a refund for a non-accredited short course if students withdraw 10 working days or more after signing the Student Enrolment Agreement.

3. Definitions

Commencement: Commencement of training is deemed to have occurred on the first day of a scheduled training program or once a User ID and/or Login details have been provided to a student in the case of online training.

Notice of Withdrawal is the notification of intent to withdraw from the course, this must be in writing, via the withdrawal and refund application form.

Stream: A stream refers to a group of units of competency within a course, each stream has its own start and expected end date.

Stream commencement date: is the first day of enrolment of the stream or when the learning resources have been issued to a student, whichever comes first.

Unit of Competency: the specification of the standards of performance required in the workplace. Units of competency are set by industry clusters and are packaged to make accredited courses. Units may be clustered in streams to facilitate holistic training delivery and assessment.

Short Courses: Refers to non-accredited courses. These courses may be listed as Vendor Certified Programs or other courses as listed. Commencement is 10 working days after signing the Student Enrolment Agreement.

Vendor Certified Programs: Refers to short courses that are recognised by the ICT Industry, such as Microsoft Certification Program. These programs may be incorporated with your nationally accredited qualification.

Course Duration refers to the start of study and end of study being the full enrolment period of a given course. This period varies depending on the qualification or course being undertaken and is specified within the Student Enrolment Agreement.

4. Policy Principles

The following principles underpin this policy.

Details of Lumify Learn Withdrawal and Refund Policy are to be publicly available.

Enrolment Fees are non-refundable.

Payment of all refunds is made within 10 working days of the date that the application for a refund is approved.

Lumify Learn will firstly encourage a client to enrol on another course date, prior to processing refund applications.

When a potential student does not meet the required Language, Literacy and Numeracy (LLN) outcome from the LLN Quiz, and the student chooses not to enrol in an alternative qualification or skills set, a full refund will be issued.

For non-accredited short courses and vendor certified programs, there is no refund for students that initiates withdrawal 10 working days or more after signing the Student Enrolment Agreement.

Written notification of withdrawal from a training program must be, made via the lodgement of the Withdrawal and Refund Application Form, by a student/client; before a refund will be considered.

No refund is applicable for a stream where the student/client has not formally submitted a request for withdrawal 10 working days or more prior to the commencement, whether they have accessed learning materials or not.

No refund is applicable where a student / client does not achieve a competent outcome in all required units of competency to achieve their qualification within the course duration period.

There is no refund post enrolment, for recognition of prior learning where resources and services have been supplied to the client.

Lumify Learn does not accept liability for loss or damage suffered in the event of withdrawal from a course by a student/client.

In the unlikely event that Lumify Learn cancels a course, the student will be offered the opportunity to transfer their enrolment into another scheduled course. If this is not suitable, Lumify Learn will provide a full refund.

Where Lumify Learn cancels a course, clients do not have to apply for a refund, Lumify Learn will process the refunds automatically.

Over payment of the any course enrolment fee will be refunded.

Students enrolled in Nationally Accredited Training will be given access to 50% of the total Qualification units, upon commencement. Students are financially obligated to pay for 50% of total course fees after the 10 working days cooling off period.

Access to the remaining 50% of course units will be opened for student access when students have completed the first half of the course or have reached 50% of their course duration period, whichever occurs first. Students are financially obligated to pay for the remaining course fees 10 workings from the date the remainder of course units are accessible by the student.

Students enrolled in Bundled courses - Combination of Non-accredited Short Courses/Vendor Certified Training, AND Nationally Recognised Qualifications; will have both stipulations applied for either training course, within this Withdrawal and Refund policy, in relation to the individual course type.

4.1 Courses

Refunds for enrolments on nationally recognised qualifications and accredited courses are subject to the following refund formula.

Nationally Accredited Training
Fee Type	Description	Refund
Enrolment fee	RTO administrative processes for processing of enrolment, reporting and other administrative actions related to cancellation. Please note: Students that have payment plans will be required to pay: Fortnightly: 3 minimum repayments or monthly: 2 minimum repayments; as reimbursement for the non-refundable enrolment fee.	No refund
Course Fee – Not commenced	Where students withdraw less than 10 working days after signing the Student Enrolment Agreement. The enrolment fee will not be refunded. Any payment plan provider charges will not be refunded.	100% tuition fee paid by the client is refunded.
Course Commencement	Where students cancel enrolment 10 working days or more after course commencement date.	50% tuition fee paid by the client is refunded (Applicable only to course fees paid upfront)
Course Progression Point – Not Commenced	Where a student withdraws within 10 working days or less from the date the remaining 50% of course units are accessible. Note: The enrolment will not be refunded.	50% tuition fee paid by the client is refunded. (Applicable only to course fees paid upfront)
Non-accredited Short Courses/Vendor Certified Training
Fee Type	Description	Refund
Enrolment fee	RTO administrative processes for processing of enrolment, reporting and other administrative actions related to cancellation. Please note: Students that have payment plans will be required to pay: Fortnightly: 3 minimum repayments or monthly: 2 minimum repayments; as reimbursement for the non-refundable enrolment fee.	No refund
Course Fee - Commenced	Where students withdraw 10 working days or more after signing the Student Enrolment Agreement	No refund
Course Fee – Not Commenced	Where students withdraw/cancel less than 10 working days after signing the Student Enrolment Agreement. The enrolment fee will not be refunded.	100% fee paid by the client is refunded.
Bundled courses: Combination of Non-accredited Short Courses/Vendor Certified Training, AND Nationally Recognised Qualifications
Fee Type	Description	Refund
Enrolment fee	RTO administrative processes for processing of enrolment, reporting and other administrative actions related to cancellation. Please note: Students that have payment plans will be required to pay: Fortnightly: 3 minimum repayments or monthly: 2 minimum repayments; as reimbursement for the non-refundable enrolment fee.	No refund
Course Fee – Commenced (Non-accredited Training only)	Where students withdraw/cancel 10 working days or more after signing the Student Enrolment Agreement	No refund
Course Fee – Not Commenced (Non-accredited Training only)	Where students withdraw less than 10 working days after signing the Student Enrolment Agreement. The enrolment fee will not be refunded. Any payment plan provider charges will not be refunded.	100% tuition fee paid by the client is refunded.
Commenced (Nationally Accredited Training only)	Where students withdraw 10 working days or more after stream commencement date.	50% tuition fee paid by the client is refunded (Applicable only to course fees paid upfront)
Course Progression Point – Not Commenced (Nationally Accredited Training only)	Where a student withdraws within 10 working days or less from the date the remaining 50% of course units are accessible. Note: The enrolment will not be refunded.	50% fee paid by the client is refunded. (Applicable only to course fees paid upfront)

LUMIFY LEARN Responsibilities.

The CEO of Lumify learn is responsible for ensuring compliance with this policy.

5. Access & Equity

The Lumify learn Access & Equity Policy applies. (See Access & Equity Policy)

6. Records Management

All documentation from Refund processes is maintained in accordance with Records Management Policy. (See Records Management Policy)

7. Monitoring and Improvement

All Refund practices are monitored by the Administration Manger Lumify learn and areas for improvement identified and acted upon. (See Continuous Improvement Policy)