Effective Date: 3 November 2022
Policy Owner: Chief Financial Officer
Applies to: All Online Delivery RTOs

1. Purpose

Cyberwise Academy recognizes that there may be times when a student chooses to discontinue their studies. This policy outlines the process by which a student may cancel their enrolment and the conditions under which a refund may be granted. The policy complies with Australian Consumer Law and has been developed in consultation with legal advice.

2. Scope

This policy applies to students who are enrolled in accredited qualifications with Cyberwise Academy and wish to cancel their course and request a refund of their course fees. It does not apply to unaccredited or short courses offered or resold via the Cyberwise Academy website, which have their own terms and conditions for cancellations and refunds.

3. Policy

3.1 Right of Cancellation

Students may cancel their enrolment with Cyberwise Academy at any time by submitting a written cancellation request. Depending on when the request is made during the course, students may still be liable for part or all of the course fees as outlined below. These rights are also detailed in the Student Agreement signed upon enrolment. Any rights to cancellation or refunds are subject to the Australian Consumer Law.

3.2 Cancellation Requests

All cancellation requests must be submitted in writing to Cyberwise Academy. This can be done by:
(a) Completing the Course Cancellation Request Form; or
(b) Emailing Cyberwise Academy at cancellations@cyberwiseacademy.com with the subject line “Cancellation Request.”

3.3 Cancellation During the Cooling-Off Period

The cooling-off period is 7 calendar days, beginning when the following conditions are met:
(a) The student has signed the Student Agreement;
(b) The student has paid the deposit; and
(c) Cyberwise Academy has provided the student with their login details for the learning platform.

If a cancellation request is submitted during this period, the student will receive a refund of the fees paid, minus the applicable administrative fee as set out in the Schedule of Administrative Fees available on the Cyberwise Academy website.

3.4 Cancellation After the Cooling-Off Period (Exit Gates)

For students who enrolled after 25 March 2020 (or where the Student Agreement includes exit gates), liability for course fees depends on how much time has passed since enrolment. Exit gates are as follows:

If a student has paid more than their fee liability at the time of cancellation, they will receive a refund of the difference. If the student has paid less, they are responsible for paying the remaining amount within 14 days of cancellation.

3.5 Cancellation for Enrolments Before 25 March 2020

For students enrolled prior to 25 March 2020 (or where the Student Agreement does not include exit gates), cancellation after the cooling-off period results in full liability for course fees. Upon receiving a cancellation request, Cyberwise Academy will inform the student of any remaining fees owed, which must be paid within 14 days.

3.6 Cancellation Due to Special Consideration

If a student is facing material hardship and wishes to cancel their enrolment, they may apply under Cyberwise Academy’s Special Consideration Policy. A copy of this policy is available on the Cyberwise Academy website under Key Student Information.

3.7 Exclusions from Refunds

The following will be excluded from any refund:
(a) Fees paid for Recognition of Prior Learning (RPL) applications;
(b) Fees paid on behalf of the student to a third party, which cannot be recovered (e.g., work placement fees).

3.8 Refund Processing

Refunds will only be issued to the original card or account used for payment. If the card or account is no longer active, the student must provide proof and new payment details. If payments were made more than 12 months prior, refunds will be processed via EFT to a verified account in the student’s name.

3.9 Refund Timeframe

Refunds will be processed within 15 business days after Cyberwise Academy approves the request and all necessary documentation has been received.

3.10 In the Event of RTO Closure

If Cyberwise Academy ceases to operate as an RTO, students will be notified and, where possible, provided assistance to complete their course through another RTO. Eligible students will receive a Statement of Attainment or Certificate for completed units or qualifications. Any eligibility for a refund will be based on the student’s completed units and remaining time in the course.

3.11 Cancellation & Refunds Under Australian Consumer Law

The conditions in this policy do not override any of the student’s rights under Australian Consumer Law. Additional details on guarantees related to Cyberwise Academy’s services are outlined in the Student Agreement.

4. Related Documents

• FR5.1 Course Cancellation Request Form
• DC1.3 Schedule of Administrative Fees
• PO5.3 Special Consideration Policy

5. Related Legislation

• Standards for Registered Training Organisations (RTOs) 2015
• National Vocational Education and Training Regulator Act 2011 (Cth)
• Competition and Consumer Act 2010 (Cth)

Need help?

Contact us at {email} for questions related to refunds and returns.