This policy explains when you can get a refund for a Safety Innovation Academy course and how to ask for one. It forms part of the Learner Terms and Conditions. Nothing in it takes away rights you have under the Australian Consumer Law or under consumer law in your own country.
1.1 14-day change-of-mind refund. You can request a full refund within 14 days of your enrolment confirmation if, at the time you ask: you have accessed less than 20% of the course content, as recorded by the learning platform; and no certificate of completion has been issued to you.
1.2 If you have accessed 20% or more of the course, or a certificate has been issued, the change-of-mind refund is not available. You have had the benefit of a substantial part of the course.
1.3 After 14 days, no change-of-mind refund is available.
1.4 We measure "content accessed" using the progress tracking in the learning platform.
Downloading the Field Notes pack or other resources counts as accessing content.
2.1 If you cancel 7 or more days before the program start date, you receive a full refund.
2.2 If you cancel less than 7 days before the start date, you may transfer your place to a later cohort at no charge, once. No refund is available for cancellations inside 7 days.
2.3 If you do not attend and do not tell us, no refund or transfer is available.
2.4 If we cancel a cohort or facilitated program, you receive a full refund or a transfer to a later program, at your election.
3.1 Seats that have not been allocated to a named learner can be refunded in full within 14 days of the invoice date.
3.2 Once a seat is allocated and the learner has started the course, the Individual rules in section 1 apply to that seat.
3.3 An allocated seat can be reassigned to another person in your organisation, once, provided the original learner has not accessed more than 20% of the course.
Refunds and cancellations for Enterprise programs are governed by the separate agreement for that program.
5.1 Australia. Our services come with guarantees that cannot be excluded under the Australian Consumer Law. If a course has a major failure, you are entitled to cancel and receive a refund for the unused portion, or compensation for its reduced value. If the failure is not major, you are entitled to have the problem fixed in a reasonable time and, if it is not, to cancel and receive a refund for the unused portion. These rights apply whether or not the 14-day period has passed.
5.2 European Union and United Kingdom. If you are a consumer in the EU or UK, you have a right to withdraw from a contract for digital content within 14 days. That right ends once you start accessing the course, if you have consented to immediate access and acknowledged that starting the course affects your right to withdraw. We ask for that consent at checkout. Our 14-day change-of-mind policy above applies regardless, so in most cases you are in the same or a better position.
5.3 Other countries. If the consumer law of your country gives you rights that cannot be excluded, those rights apply.
Examples of things that would be a major failure include: the course being materially different from its published description; a facilitated program not being delivered; or the platform being unavailable for an extended period with no alternative offered. Examples of things that are not a failure include: you deciding the course was not what you needed; a third-party tool covered in the course changing after you enrolled; or your organisation not having the software license needed to apply what you learned.
7.1 Email concierge@pocketknifegroup.com from the email address on your account with your name, the course name and the reason for the request.
7.2 We will respond within 5 business days. Approved refunds are processed within 10 business days to the original payment method.
7.3 Refunds are made in Australian dollars. If you paid in another currency, the amount you receive may differ from the amount you paid because of exchange-rate movement between payment and refund. Card-issuer or conversion fees are not refundable. This does not apply where a refund is required by law, in which case we refund the full amount you paid.
When a refund is issued, your access to the course and The Safety Innovation Academy ends. Any certificate issued in error is withdrawn.
If there are any questions regarding this refund and cancellation policy, you may contact us at
concierge@pocketknifegroup.com. 