Refunds and Cancellations

This page explains the refund and cancellation conditions for:

• Individual and public course bookings
• Company and group training bookings
• Course-date transfers
• Cooling-off cancellations
• Courses cancelled by Zokal
• Students who commence but do not complete training
• Refund requests and payment disputes

Your cancellation conditions depend on how the course was booked.

Individual or public course booking

These conditions generally apply when you booked and paid for your own place in a scheduled public course.

Company or group booking

These conditions generally apply when an employer or organisation booked one or more students using payment or a purchase order.

Cooling-off cancellation

A separate cooling-off process may apply when written cancellation is provided within 10 business days of completing the enrolment agreement and training has not already commenced.

Payment in full is required to confirm an individual place in a public course. Your refund or transfer options are based on the notice provided before the scheduled course commencement.

More than 48 hours' notice

When you cancel more than 48 hours, or two business days, before the course begins, you may choose:

• A full refund; or
• Transfer to another available course date.

Transfers are subject to course availability and confirmation from Zokal.

Less than 48 hours' notice

When you cancel with less than 48 hours, or two business days, before the course begins, the full course fee is payable. This means a refund will not ordinarily be available.

Cancelling a transferred course date

When Zokal has transferred your booking to a second course date and you subsequently cancel that second date, the full course fee is payable. Choose your replacement date carefully and contact Zokal promptly when further circumstances may affect your attendance.

Starting but not completing the course

When you commence training but do not complete the course, no refund is ordinarily payable. Depending on the training and assessment completed, you may still be eligible to receive a Statement of Attainment for any units in which you have been assessed as competent, provided all applicable requirements have been met.

A purchase order or payment in full is required to confirm a company or group booking. Cancellation charges are based on how much notice the organisation provides before the scheduled course commencement.

More than 10 business days' notice

A full refund is available when written notice of withdrawal is received more than 10 business days before the course begins.

More than 48 hours but 10 business days or less

When notice is provided more than 48 hours, or two business days, but no more than 10 business days before commencement, 50% of the course fee is payable. Any remaining eligible amount may be refunded or credited in accordance with the agreed booking arrangements.

Less than 48 hours' notice

When notice is provided less than 48 hours, or two business days, before course commencement, the full course fee is payable.

Student no-shows

When a company-registered student does not attend a scheduled public course and no eligible cancellation has been received, the full course fee is payable. Employers should advise Zokal as early as possible when a nominated employee can no longer attend.

Individual or public bookings

Company and group bookings

Eligible individual or public-course bookings may be transferred when cancellation notice is provided more than 48 hours before the original course begins. A transfer is not automatic. Zokal must confirm:

• That another suitable course date is available
• That the transfer request has been accepted
• Whether any existing booking conditions continue to apply
• Whether additional course requirements must be completed
• The date and location of the replacement course

When you later cancel the transferred course date, the full course fee is payable under the conditions stated in the Student Handbook.

Students may cancel their enrolment in writing within 10 business days of completing the Enrolment Agreement, provided training has not already commenced. An eligible cooling-off cancellation must be sent to the RTO Manager by letter or email. Zokal will:

• Honour eligible cancellation requests made during the cooling-off period
• Acknowledge the cancellation and refund request within two business days
• Explain the next steps
• Process an eligible refund within 10 business days
• Deduct any applicable non-refundable administration fee

When training has already commenced, the request will instead be assessed under Zokal's standard refund conditions.

How to cancel during the cooling-off period

Send written notice to training@zokal.com.au including:

• Your full name
• Course code or course title
• Enrolment date
• A clear statement that you wish to cancel
• Your completed Refund Request Form

Keep a copy of the sent email and its timestamp as evidence of when notice was provided. A Refund Request Form can be requested from Zokal's Support Services team.

When Zokal is unable to run a course on the dates stated at enrolment, you may choose:

• A 100% refund; or
• Transfer to the next available course.

Zokal will contact affected students or booking organisations and explain the available options. A replacement date will only be arranged with the student's or organisation's agreement.

Zokal may also discuss:

• Alternative training options
• Learning-support pathways
• A later enrolment after further skills development
• Other suitable courses or delivery methods

This decision is made by the trainer and assessor after considering the requirements of the course and the student's ability to participate safely and successfully.

Submit your refund request in writing so Zokal has the information required to assess it.

Include the following details

• Your full name
• Contact details
• Course title and code
• Scheduled course date
• Enrolment or booking date
• Whether the booking was individual, employer-funded or part of a group
• The reason for cancellation or withdrawal
• The date you first notified Zokal
• Whether you are requesting a refund or course transfer
• Relevant supporting information

Supporting information may include:

• Booking confirmations
• Payment receipts
• Purchase orders
• Previous emails
• Medical or other relevant documents
• Evidence showing when cancellation notice was sent

1. 1Zokal records your request. For a cooling-off request, Zokal will acknowledge the cancellation and refund request within two business days.
2. 2The booking conditions are reviewed, considering the type of booking, the date notice was received, the scheduled commencement date, whether training has started, whether a transfer has already occurred, whether the student attended any training, the reason for cancellation, any supporting evidence, and the applicable handbook and enrolment conditions.
3. 3You receive an outcome: a full refund, a partial refund, a course transfer, the full course fee remaining payable, a request for further information, or a decision on a discretionary basis.
4. 4The approved refund is processed. Eligible cooling-off refunds are processed within 10 business days, less any applicable non-refundable administration fee. Processing times after Zokal issues the refund may also depend on your bank or original payment method.

The Student Handbook states that Zokal reserves the right to issue refunds at its discretion. When exceptional circumstances prevent attendance, provide a clear written explanation and any relevant supporting evidence. Zokal may consider factors such as:

• Serious illness or injury
• Hospitalisation
• Bereavement
• Significant family emergency
• Other circumstances outside the student's reasonable control

A no-show occurs when a student does not attend the scheduled course and Zokal has not received an eligible cancellation or transfer request. A full course fee applies to company-registered students who do not attend a public course. Individual students should also contact Zokal before the course begins, as non-attendance without sufficient notice may result in the loss of the full course fee. Notifying a colleague, supervisor or another student may not be sufficient. Cancellation or transfer requests should be provided directly to Zokal.

A course fee covers the delivery of training and assessment. It does not guarantee a competent result. Students who are assessed as Not Yet Competent are offered two further training and reassessment opportunities without a reassessment fee.

Students retain their rights under Australian Consumer Law. Training services must:

• Be provided with due care and skill
• Be suitable for their stated purpose
• Match the service described at the time of booking

You may raise a concern when you believe:

• The cancellation conditions were not clearly disclosed
• An incorrect fee was retained
• Your cancellation notice was not properly recorded
• The service delivered did not match the service booked
• An approved refund has not been processed
• Your request was not assessed fairly

When you disagree with an outcome, you can use Zokal's complaints and appeals process. Submit a Complaint or Appeal Form explaining:

• The decision you disagree with
• Why you believe it should be reviewed
• The outcome you are requesting
• The evidence supporting your position

When the matter cannot be resolved internally, external options may include the relevant consumer-protection body, ombudsman or regulator.

The earlier you contact Zokal, the more options may be available. Before submitting your request, have your booking details, course date and payment information ready.

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