Shield Education Pty Ltd
RTO Number: 46484
ABN: 33 671 004 292
Website: https://shieldeducation.com.au
Email: admin@shieldeducation.com.au
Phone: 1300 238 806

1. Purpose

This Refund and Cancellation Policy explains how refunds, cancellations, transfers, non-attendance and group booking changes are managed by Shield Education Pty Ltd.

This policy applies to course bookings, enrolments, group bookings, workplace training, online training, face-to-face training, blended training, payment plans and related training services.

2. Australian Consumer Law

Nothing in this policy limits your rights under Australian Consumer Law.

Where a service does not meet the consumer guarantees under Australian Consumer Law, a customer may be entitled to an appropriate remedy depending on the circumstances.

This may include the service being supplied again, cancellation, a refund or another remedy required by law.

3. Change of mind

A refund is not automatically provided where a student or client:

• changes their mind;
• chooses not to attend;
• no longer requires the course;
• selects the wrong course;
• fails to complete required online learning or pre-course work;
• provides incorrect enrolment information;
• does not complete the course;
• does not meet assessment requirements.

Shield Education may offer a course transfer, credit or partial refund at its discretion, depending on the circumstances and the amount of notice provided.

4. Short courses, First Aid and CPR bookings

For short courses, including First Aid and CPR, the following conditions apply:

• If more than 48 hours’ notice is provided before the course commencement time, Shield Education may offer a transfer to another available course date.
• If less than 48 hours’ notice is provided before the course commencement time, refunds are generally not provided.
• If less than 48 hours’ notice is provided, a transfer may be considered at Shield Education’s discretion.
• If a student does not attend on the day, no refund is generally provided.
• If a student arrives late and cannot be admitted due to course or assessment requirements, no refund is generally provided.
• If a student does not complete required online learning or pre-course work, the student may not be eligible to complete the practical assessment or receive a certificate until all requirements are completed.
• If a student attends but is not yet competent, further training, reassessment or additional evidence may be required before a certificate or Statement of Attainment can be issued.

5. Online learning and digital course access

Where online learning access, course materials, assessment resources, student portal access or digital content have already been provided, refunds are generally not available for change of mind.

This is because access to the training service and/or course materials has commenced.

Students are responsible for ensuring they understand the course requirements before commencing online learning or accessing course materials.

6. Certificate III, skill sets and longer courses

For longer courses, including nationally recognised qualifications and skill sets, the following conditions apply:

• If a student withdraws before course access, training materials or services have been provided, a refund may be considered, less any reasonable administration or processing costs.
• If a student withdraws after course access, training materials or learning resources have been provided, refunds are generally not available for services already accessed or commenced.
• If a student withdraws after training or assessment has commenced, fees may remain payable for services already provided, resources supplied, administration completed or course access granted.
• If a student does not complete the course, no refund is generally provided for training services already provided.
• If a student does not submit assessment tasks, does not complete required placement, or does not meet competency requirements, a refund is not automatically provided.

7. Payment plans

Where a student enters into a payment plan, the student or payer remains responsible for payments according to the agreed payment schedule.

Payment plans are payment arrangements for course fees only. They are not memberships or subscriptions.

If a student withdraws, stops attending, does not complete the course, or does not meet assessment requirements, any outstanding fees for services already provided, course access granted, resources supplied, administration completed or training commenced may remain payable.

Certificates, Statements of Attainment or other official training documents will not be issued until all applicable fees have been paid, unless otherwise agreed in writing.

8. Group bookings and workplace training

Group bookings include training booked by an employer, business, club, organisation, community group or other third party for multiple participants.

Group bookings may be delivered at Shield Education’s training venue, at a workplace, or at another approved training location.

Once a group booking is confirmed, Shield Education may allocate trainers, reserve course dates, prepare resources, organise travel, schedule administration time and decline other bookings for the same date.

Because of this, the following cancellation and change conditions apply after a group booking is confirmed:

• If a group booking is cancelled after confirmation, cancellation fees may apply.
• If more than 7 days’ notice is provided before the scheduled training date, Shield Education may offer to reschedule the booking to another suitable date, subject to trainer availability.
• If less than 7 days’ notice is provided before the scheduled training date, fees may remain payable due to trainer allocation, preparation, administration and loss of booking availability.
• If a group booking is cancelled within 48 hours of the scheduled training date, no refund is generally provided.
• If a group booking is cancelled on the day of training, no refund is generally provided.
• If Shield Education attends the agreed location and the training cannot proceed due to the client, workplace, venue, participants or site not being ready or suitable, the full booking fee may remain payable.
• If participant numbers reduce after the booking is confirmed, the original quoted minimum charge or agreed group booking fee may still apply.
• If fewer participants attend than originally booked, no refund is generally provided for absent participants.
• If additional participants attend, additional fees may apply.
• If the client requests a change to the confirmed date, time, location or participant numbers, Shield Education will consider the request, but changes are subject to availability and may incur additional fees.
• Travel fees, venue-related costs, resource preparation costs or other agreed costs may be non-refundable once the group booking has been confirmed.
• If payment has not yet been made, the client or organisation may still be invoiced for applicable cancellation fees, preparation costs, travel costs or the agreed booking amount.

9. Group booking confirmation

A group booking is considered confirmed when one or more of the following has occurred:

• the client has accepted a quote;
• the client has confirmed the booking by email, phone, text message, online form or written communication;
• Shield Education has issued an invoice;
• a deposit or payment has been made;
• a course date has been reserved;
• Shield Education has allocated a trainer or assessor;
• course preparation has commenced.

Once confirmed, the group booking conditions in this policy apply.

10. Deposits for group bookings

Shield Education may request a deposit to secure a group booking.

Unless otherwise agreed in writing:

• deposits are used to secure the booking date, trainer allocation and preparation time;
• deposits may be non-refundable once the booking is confirmed;
• deposits may be applied toward the total booking fee;
• if the booking is cancelled or changed after confirmation, the deposit may be retained to cover administration, preparation, trainer allocation, travel arrangements or loss of booking availability.

11. If Shield Education cancels or reschedules training

If Shield Education cancels a course or needs to reschedule a session, students or clients will be offered one or more of the following:

• transfer to another suitable course date;
• rescheduling of the group booking;
• credit towards another course or booking;
• refund of fees paid for the affected course or session.

A refund will not usually apply where the student or client chooses not to attend an available suitable alternative date, unless required by law.

12. Non-attendance

If a student does not attend a booked course, session, practical assessment or group training session, no refund is generally provided.

For group bookings, absent participants are still included in the confirmed booking numbers unless otherwise agreed in writing before the training date.

13. Late arrival

Students are expected to arrive on time for training and assessment.

If a student arrives late and cannot be admitted because they have missed important course content, safety information, assessment instructions or required training time, no refund is generally provided.

Shield Education may offer a transfer to another date at its discretion.

14. Certificates and refunds

Refunds will not be issued simply because a student:

• has not yet been deemed competent;
• has not completed all required assessment tasks;
• has not supplied required enrolment information;
• has not supplied a valid Unique Student Identifier where required;
• has not completed required online learning;
• has not attended required sessions;
• has not met course requirements;
• has not completed required work placement or practical evidence.

Certificates, Statements of Attainment and other official training documents are only issued once all course, assessment, identification, USI, compliance and payment requirements have been met.

15. Failed or unsuccessful assessment attempts

A student is not automatically entitled to a refund if they are assessed as not yet competent.

Where appropriate, Shield Education may provide feedback, further training, reassessment opportunities or advice about additional evidence required.

Additional reassessment fees may apply where permitted and where advised to the student.

16. Refund method

Approved refunds will usually be returned using the original payment method where possible.

If payment was made through Square, the refund may be processed through Square.

Refunds cannot be issued to a different person unless Shield Education is satisfied that it is lawful and appropriate to do so.

17. Processing time

Approved refunds will be processed within a reasonable timeframe after the refund decision has been made and all required information has been provided.

Bank and payment processor timeframes may vary.

18. How to request a refund

To request a refund, the student, customer or client must contact Shield Education in writing.

Refund requests should include:

• student name;
• client or organisation name, if applicable;
• course name;
• booking date or enrolment date;
• scheduled training date;
• reason for the refund request;
• payment receipt or invoice details, where available;
• any supporting information.

Refund requests should be sent to:

admin@shieldeducation.com.au

19. Review of refund decisions

If you are not satisfied with a refund decision, you may request a review by contacting Shield Education in writing.

Shield Education will review the request and consider the circumstances, course type, booking type, notice provided, services already delivered, costs already incurred and any applicable legal obligations.

20. Contact us

For refund, cancellation or transfer enquiries, please contact:

Shield Education Pty Ltd
Email: admin@shieldeducation.com.au
Phone: 1300 238 806
Website: https://shieldeducation.com.au

Last updated: 1 June 2026