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Purpose

This policy ensures Bestwest Care complies with the National Vocational Education and Training Regulator (Outcome Standards for NVR Registered Training Organisations) and Compliance standards 2025 effective 1 October 2025 for both accredited and non-accredited courses.

Bestwest Care is committed to providing clear, accurate, and accessible fee and refund information to prospective and current learners before enrolment or commencement of training and assessment, whichever comes first, per Outcome Standard 2.

Bestwest Care adheres to Australian Consumer Law (ACL), ensuring learners are informed of their consumer rights. All refund requests are processed fairly, transparently, and in accordance with regulatory and consumer law requirements.

Process

Refund processes vary by course type and circumstances. Details are provided below:

Accredited Courses (Certificate III and Certificate IV courses)

  • Cancellations Before Commencement: A full refund, minus a $200 administration fee (covering reasonable costs for processing and materials), will be issued for cancellations made at least 7 days before the course commencement date.
  • Cancellations After Commencement: Refunds are at Bestwest Care’s discretion and considered for exceptional circumstances (e.g., medical emergencies, financial hardship, bereavement, job loss). Learners must submit a written request with supporting evidence. Partial refunds may be offered for partial course completion, proportional to undelivered training.
  • Return of Materials: Materials must be returned in a condition consistent with normal use. Charges apply only for significant damage beyond reasonable wear and tear.
  • Funded Courses: Refunds for funded courses (e.g., Department of Training and Workforce Development) comply with the funding body’s business rules.
  • Recognition of Prior Learning (RPL): RPL fees are non-refundable due to assessment costs, as disclosed in pre-enrolment information.
  • Non-Compliance with Course Requirements: No refunds if a learner does not meet course requirements. Bestwest Care will provide information on further training opportunities.
  • RTO Closure or Course Cancellation: If Bestwest Care closes or ceases a course, learners will receive a full refund for undelivered training within 14 days. Records of completion will be forwarded to the relevant regulatory body, and Bestwest Care will facilitate course completion through alternative providers.

Short Courses (Accredited and Non-Accredited)

  • Cancellations: Refunds are available for cancellations made at least 72 hours before the course start date, minus a $50 administration fee (covering reasonable processing costs). No refunds for:
    • Cancellations within 72 hours, except in exceptional circumstances (e.g., illness, emergencies, with supporting evidence).
    • Non-attendance without prior notification.
    • Incorrect course bookings, unless caused by misleading information provided by Bestwest Care, in which case a full refund or transfer will be offered.
    • Courses after materials or Moodle access are issued, unless exceptional circumstances apply.
  • Rebooking: Learners may reschedule a short course on one occasion at no cost, subject to availability. Additional rescheduling may be allowed in exceptional circumstances at Bestwest Care’s discretion.
  • Refunds Payable: Approved refunds will be processed within 14 days, with administration fees justified and proportional to costs.

Cancellation by Bestwest Care

  • If Bestwest Care cancels a course and rescheduling is not possible, a full refund will be issued within 14 days.
  • Bestwest Care reserves the right to reschedule courses due to unforeseen circumstances, with notification at least 48 hours before the scheduled start and options for rescheduling or a full refund.

Consumer Rights

  • Under Australian Consumer Law, learners are entitled to remedies (e.g., refunds, credits) if training services are not delivered as advertised, are unfit for purpose, or fail to meet consumer guarantees.

Application Process