This policy explains how refunds, cancellations, replacements, credits and remedies are managed for CAQA Skills. Nothing in this policy limits rights that may apply under the Australian Consumer Law. Refunds and remedies depend on the type of product or service purchased, the reason for the request, whether the product or service has been accessed or delivered, and whether a major or minor problem exists.
CAQA Skills, part of CAQA Groups and a Career Calling International Pty Ltd (ABN 53 162 651 238) initiative, takes payment through this website and by invoice for live webinars and events, PD on demand access, mentoring sessions, customised training and memberships, serving educators, compliance staff and industry professionals. This policy applies to all of those purchases. Payments are processed in Australian dollars through secure third-party payment providers, and your booking and payment details are handled in accordance with our Privacy Policy.
If you cancel a paid live webinar or event registration five or more business days before the session, you may choose a full refund, a credit towards another session or a transfer to a later date. If you cancel fewer than five business days before the session, we do not normally refund change-of-mind cancellations; instead you may send a substitute attendee, transfer once to another session or receive access to the recording where one is made. Substitutions and transfers are explained in our Webinar and Event Terms.
If CAQA Skills cancels a paid session, you will receive a full refund or, at your choice, a credit or a transfer to another session. If we reschedule a session or make a material change to it, such as a significant change of program, you may attend the new session or choose a credit, a transfer or a refund.
PD on demand products are digital content. Once access has been provided or the content has been streamed or downloaded, change-of-mind refunds are not available. If you cannot access content you have paid for, or content is faulty or not as described, contact us and we will correct the access, replace the product or provide a refund consistent with the Australian Consumer Law.
Mentoring sessions may be rescheduled without charge with at least two business days' notice; sessions missed without notice may be forfeited. Customised and in-house training engagements are covered by the written proposal or agreement for that engagement, which sets out any deposit, cancellation and rescheduling arrangements. Where the proposal is silent, this policy applies.
Memberships run for the term stated at purchase and renew as described in the Membership Terms. You may cancel a membership at any time, effective at the end of the current paid period. We do not provide pro-rata refunds of the unused portion of a membership term for change of mind, but your statutory rights are unaffected and we will refund where the Australian Consumer Law requires it.
Our services come with guarantees that cannot be excluded under the Australian Consumer Law. If there is a major problem with a service you have purchased from CAQA Skills, you may choose a refund, or cancel and seek compensation for reasonably foreseeable loss. If the problem is minor, we may choose to fix it within a reasonable time, for example by providing the recording, replacement access or a repeat session. This policy operates alongside, and does not limit, those rights.
Email info@caqa.com.au with your name, organisation, booking or invoice reference and the reason for your request, call 1800 266 160, or use our contact page. We will acknowledge your request within five business days. Approved refunds are returned to the original payment method, normally within ten business days of approval. Credits are valid for twelve months unless we state otherwise in writing.
If you are not satisfied with the outcome of a cancellation or refund request, you can raise the matter through our Complaints and Feedback process, and nothing in this policy prevents you from contacting your local consumer protection agency, such as Consumer Affairs Victoria or the ACCC.
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