Eligibility
You may request a refund if we cancel a programme, if we materially change dates without a reasonable alternative, or if Australian Consumer Law gives you a remedy for a failure of the service. Cooling-off for online enrolments, where it applies, is described in your confirmation letter.
Timeframe to request
Write to info@toolkitfield.digital within 14 days of the event you rely on (cancellation by us, date change, or a consumer-law issue). For a change of mind before the first session, requests received more than ten calendar days before the start are considered in full. Later change-of-mind requests are treated as partial or declined, as set out below.
Full or partial refund
If we cancel and cannot offer a transfer you accept, you receive a full refund of fees paid for that programme. If you withdraw more than ten days before start, we refund in full minus a AU$90 administration amount. If you withdraw after that point but before session four of a twelve-session programme, we refund 40% of the programme fee. After session four, change-of-mind refunds are not available, except where consumer law requires otherwise.
Non-refundable items
Third-party venue deposits we have already paid on your instruction, printed materials already shipped, and travel we booked at your request are not refundable through Toolkitfield. Desk Brief work that has already been delivered is not refundable for change of mind.
Refund process
Email the invoice number, the name on the confirmation, and the reason. We acknowledge within five business days and may ask for bank details matching the original payer.
Processing time
Approved refunds are initiated within 15 business days of our written approval. Banks may take additional days to show the credit.
Refund method
We return funds to the original payment method where the processor allows it. Otherwise we use an Australian bank transfer to an account in the payer’s name.
Contact for refund requests
info@toolkitfield.digital with the subject “Refund request”. Telephone (03) 6249 7818 if you cannot access email.
Cancellation by you or us
You may cancel by email. We may cancel a cohort that falls below four confirmed seats; in that case we offer a transfer or a full refund. We may cancel an individual’s place for serious breach of the terms; fees may be withheld to the extent permitted by law.
Exceptions
Illness supported by a medical certificate may allow a transfer to a later cohort instead of money back. Force majeure events (including wide travel shutdowns in Australia) may delay rather than refund, unless delay exceeds 90 days, in which case you may choose a refund of unused sessions calculated pro rata.