Refund, Cancellation and Transfer Policy
Applies to:
Professional Development Programs, Workshops, Short Courses, Group Coaching Programs, Executive Coaching and Individual Coaching Services
1. Policy Statement
Reframing Conversations is committed to providing high-quality professional development and coaching services that are delivered with due care, skill, and professionalism.
We aim to provide clear, accurate, and timely information about our programs and services to support informed purchasing decisions. This policy outlines the circumstances under which refunds, transfers, deferments, and cancellations may be granted.
2. Scope
This policy applies to all fee-paying participants enrolled in:
Online professional development programs
Face-to-face workshops and training
Webinars and masterclasses
Group coaching programs
Executive coaching engagements
Individual coaching services
Any other non-accredited learning or coaching services delivered by Reframing Conversations
This policy does not apply to services delivered under separate corporate contracts or customised organisational agreements, where specific contractual arrangements exist.
3. Refund Principles
3.1 Consumer Guarantees
Services are provided in accordance with Australian Consumer Law.
While Reframing Conversations is committed to delivering quality programs and coaching services, we do not guarantee:
Specific personal, professional, or organisational outcomes
Promotion, employment, or career advancement
Achievement of individual goals or objectives
Results dependent on participant engagement, application, or implementation
Refunds will not be provided simply because:
A participant changes their mind
A participant finds a similar service elsewhere
The participant decides they no longer wish to attend
The participant does not achieve a desired outcome despite receiving the service
3.2 Refund Eligibility
Refund requests must be submitted in writing.
Refund eligibility is determined based on:
The timing of the cancellation request
Services already provided
Resources already supplied
Costs incurred in delivering the service
Where appropriate, Reframing Conversations may offer a transfer to an alternative program or date rather than a refund.
4. Workshop and Professional Development Programs
More than 14 days before commencement
Participants who cancel at least fourteen (14) days before the scheduled commencement date are eligible for:
A full refund, less any processing fees incurred by Reframing Conversations; or
A transfer to a future program.
Between 7 and 14 days before commencement
Participants who cancel between seven (7) and fourteen (14) days before commencement are eligible for:
A 50% refund; or
A transfer to another available program date.
Less than 7 days before commencement
No refund will be provided.
Participants may nominate another person to attend in their place, subject to approval.
5. Online Programs and Digital Learning
Access to digital learning materials, online portals, recordings, downloadable resources, or program content is deemed commencement of the service.
Once access has been granted:
No refund will be provided for completed or partially completed digital programs.
No refund will be provided where resources have been downloaded or accessed.
Access may be transferred to another participant only with written approval from Reframing Conversations.
6. Coaching Services
Individual Coaching
Cancellation notice periods apply as follows:
More than 48 hours' notice
Session may be rescheduled at no cost.
Less than 48 hours' notice
Session fee is forfeited.
Non-attendance
Session will be considered delivered and no refund will apply.
Coaching Packages
Where clients purchase multiple-session coaching packages:
Unused coaching sessions may be refunded within 14 days of purchase, provided no coaching session has occurred.
Once coaching has commenced, refunds will only be considered for unused sessions.
Completed coaching sessions are non-refundable.
Any refund approved for unused sessions will be calculated on a pro-rata basis and may exclude administration or transaction costs.
7. Cancellation by Reframing Conversations
If Reframing Conversations cancels a program, workshop, or coaching engagement due to unforeseen circumstances, low enrolment numbers, facilitator illness, or other operational reasons, participants will be offered:
A full refund; or
A transfer to an alternative date or program.
Reframing Conversations is not responsible for associated expenses incurred by participants, including travel, accommodation, or loss of income.
8. Transfer and Deferral Requests
Participants may request to transfer or defer their enrolment.
First Transfer
One transfer to an alternative program date may be granted at no charge if requested prior to commencement.
Subsequent Transfers
Additional transfers may incur an administration fee of $25.
Deferral Period
Deferred enrolments must generally be used within six (6) months of the original enrolment date unless otherwise approved.
Where a deferred enrolment is not used within the approved period:
The enrolment may be cancelled.
No refund will apply.
9. Special Circumstances
Reframing Conversations recognises that unforeseen circumstances can occur.
Refunds, credits, or transfers may be considered where circumstances:
Were beyond the participant’s control;
Could not reasonably have been foreseen;
Significantly impacted the participant's ability to attend or participate; and
Are supported by appropriate documentation.
Examples may include:
Serious illness
Hospitalisation
Injury
Bereavement
Major family emergencies
Each request will be assessed individually.
10. Non-Refundable Items
Refunds are generally not available for:
Completed coaching sessions
Missed sessions
Digital products once accessed
Downloadable resources
Workbooks and materials already supplied
Participant non-attendance
Change of mind after program commencement
11. Transfer Eligibility Rules
Reframing Conversations recognises that circumstances may change and aims to provide reasonable flexibility where possible.
11.1 Eligible Transfers
Participants may request to transfer their enrolment to a future offering of the same or similar program where:
The request is submitted in writing prior to the program commencement date.
Places are available in the requested program.
The participant has not substantially commenced the program.
The participant is not in breach of any payment obligations.
11.2 First Transfer
Participants are entitled to one (1) transfer of enrolment at no additional charge, provided the request is received:
At least seven (7) days before the scheduled commencement date for workshops, programs, or courses; or
More than forty-eight (48) hours before a coaching session.
11.3 Subsequent Transfers
A second or subsequent transfer request may be approved at the discretion of Reframing Conversations and may incur an administration fee of $25.
11.4 Transfer Restrictions
Transfers are generally not available where:
The participant has already attended the program or session.
Digital learning materials have been substantially accessed or completed.
Recordings, downloads, or proprietary resources have been provided.
The request is received after the program has commenced.
The requested alternate program is fully booked.
11.5 Deferrals
Participants may request to defer their enrolment to a future intake.
One deferment may be approved without charge.
Deferred enrolments must be used within six (6) months of the original program date unless otherwise approved in writing.
Where a deferred enrolment is not utilised within the approved timeframe, the enrolment may be cancelled without refund.
11.6 Substitution of Participants
Where a participant is unable to attend a workshop, training program, or masterclass, they may nominate another person to attend in their place, provided:
Written notice is received before commencement.
The substitute participant meets any prerequisite requirements.
Any outstanding fees have been paid.
No administration fee applies to participant substitutions.
12. Policy Review
This policy may be updated from time to time. The version published on the Reframing Conversations website at the time of enrolment will apply to that enrolment.
How to Request a Refund
All refund requests must be submitted in writing to:
Reframing Conversations
Email: admin@reframingconversations.com
Complete the Refund, Transfer or Deferral Request Form below
Requests should include:
Participant name
Program or service purchased
Date of purchase
Reason for the request
Any supporting documentation (where applicable)
Refund requests will typically be reviewed within 10 business days.