Refund Policy

At Immediate Response First Aid (IRFA), we understand that plans can change. This Refund Policy outlines our procedures for cancellations, transfers, and refunds in accordance with Australian Consumer Law and the Standards for RTOs 2015.

1. Cancellation and Refund Timeframes

Refunds and transfers are available based on when you notify us of your cancellation:

Notice Period	Refund/Transfer Options	Fees
7+ days before course	Full refund OR free transfer to another date	No fees
3-6 days before course	Transfer to another date (no refund)	$25 transfer fee
1-2 days before course	Transfer to another date (subject to availability)	$50 transfer fee
Day of course / No-show	No refund or transfer available	Full course fee forfeited

2. How to Request a Refund

To request a refund or transfer, follow these steps:

1. Contact us immediately: Email info@irfa.au with "Cancellation Request" in the subject line
2. Include details:
   • Your full name
   • Booking reference number
   • Course date and location
   • Reason for cancellation (optional)
   • Refund or transfer preference
3. Receive confirmation: We will acknowledge your request within 24 hours
4. Processing: Refunds are processed within 5-10 business days

3. Refund Method

3.1 Standard Refunds

Approved refunds will be processed to the original payment method:

• Credit/Debit Card: 5-10 business days (depending on your bank)
• Bank Transfer: 3-5 business days
• Corporate Invoice: Credit note issued within 5 business days

3.2 Administration Fee

A $10 administration fee may be deducted from refunds to cover processing costs, except for:

• Cancellations made 7+ days in advance
• Courses cancelled by IRFA
• Circumstances covered under our Compassionate Grounds policy

4. Transfer Policy

4.1 Standard Transfers

You may transfer your booking to another course date:

• First transfer: Free if made 7+ days in advance
• Late transfers: Subject to transfer fees (see table above)
• Second transfer: Additional $50 fee applies
• Subsequent transfers: Subject to availability and additional fees

4.2 Transfer Limitations

Please note:

• Transfers are subject to course availability
• You must transfer to a course within 6 months of original booking
• Transfers cannot be made on the day of the course
• Price differences may apply if transferring to a different course type

5. Cancellation by IRFA

5.1 When We May Cancel

We reserve the right to cancel courses due to:

• Insufficient enrolments (minimum 4 students required)
• Trainer illness or unavailability
• Venue unavailability or issues
• Extreme weather conditions
• Emergency situations
• Government restrictions (e.g., public health orders)

5.2 Your Options When We Cancel

If IRFA cancels your course, you will receive:

5.3 Notification

We will notify you as soon as possible if we need to cancel your course:

• Usually 24-48 hours before the scheduled course
• By email and SMS to the contact details provided
• With alternative course dates (if available)

6. Special Circumstances

6.1 Compassionate Grounds

We understand that unexpected situations arise. Full refunds may be provided for cancellations due to:

• Serious illness or injury: Medical certificate required
• Death of immediate family member: Documentation required
• Emergency situations: Case-by-case assessment
• Natural disasters: Affecting your ability to attend

To request a compassionate refund, contact us with supporting documentation. We will review your case within 2 business days.

6.2 Medical Conditions

If you become ill or injured and cannot attend:

• Provide a medical certificate dated on or before the course date
• You may receive a full refund or free transfer
• Medical certificates must be from a registered medical practitioner

6.3 Course Not as Described

If the course does not meet the description provided:

• Notify us immediately during or after the course
• We will investigate your concern
• If substantiated, you may receive a partial or full refund

7. Non-Refundable Circumstances

8. Corporate and Group Bookings

8.1 Group Cancellations

For group bookings (4+ students):

• Individual cancellations follow the standard policy
• Full group cancellations may incur higher fees
• Custom agreements may apply for large corporate clients

8.2 Minimum Numbers

For custom group courses:

• Minimum 4 students required
• If numbers fall below minimum 7 days before course, full refund provided
• If numbers fall below minimum within 7 days, cancellation fees may apply

9. Payment Plans and Refunds

9.1 Partial Payment Refunds

If you have a payment plan:

• Cancellation must occur before the first course session
• Refunds apply only to payments already made
• Future scheduled payments will be cancelled
• Early termination fees may apply (refer to payment plan agreement)

9.2 Outstanding Balances

If you have an outstanding balance:

• Any refund will be offset against amounts owing
• You must settle outstanding amounts before receiving a refund

10. Consumer Rights

10.1 Australian Consumer Law

This Refund Policy does not limit your rights under Australian Consumer Law, including:

• Right to refund for services not provided with acceptable quality
• Right to refund if services are not fit for purpose
• Right to refund if services are not provided within agreed timeframes

10.2 Dispute Resolution

If you are not satisfied with our refund decision:

1. Contact our Customer Service Manager at info@irfa.au
2. Request a formal review of the decision
3. We will respond within 10 business days
4. If still unresolved, you may contact:
   • Fair Trading Queensland: 13 QGOV (13 74 68)
   • ASQA: For RTO-related complaints

11. Refund Processing Times

Payment Method	Processing Time	Notes
Credit/Debit Card	5-10 business days	Depends on your bank
Bank Transfer	3-5 business days	Direct to your account
Corporate Invoice	5 business days	Credit note issued
PayPal	1-3 business days	To PayPal account

12. Important Reminders

13. Policy Updates

We reserve the right to update this Refund Policy at any time. Changes will be effective immediately upon posting on our website. The "Last Updated" date at the top of this page indicates when the policy was last revised.

For bookings made before policy changes, the policy in effect at the time of booking will apply.

14. Contact for Refund Requests

To request a refund or transfer, or if you have questions about this policy:

• Email: info@irfa.au (preferred method)
• Phone: 1300 766 298 (follow up with email)
• Subject line: "Refund Request - [Your Name] - [Booking Reference]"

We aim to respond to all refund requests within 24 hours (business days).