Refund Policy

Introduction

Skills Connect  is committed to providing high-quality Recognition of Prior Learning (RPL) and related services. This Refund Policy outlines the circumstances under which refunds may be granted for fees paid for our services.

This policy is designed to be fair and transparent and should be read in conjunction with our Terms and Conditions. It does not seek to exclude any rights or remedies you may have under the Australian Consumer Law (ACL) as set out in Schedule 2 of the Competition and Consumer Act 2010 (Cth). Our services come with guarantees that cannot be excluded under the ACL, including that services will be provided with due care and skill and be reasonably fit for any specified purpose.

Eligibility for Refunds

Cancellation by Client Before Assessment Commencement
A refund may be available if you decide to cancel your application before the formal assessment process has begun. The “Assessment Commencement Date” is defined as the date on which a Skills Connect assessor begins the substantive evaluation of your submitted portfolio and evidence. You will be notified in writing once your application has progressed to this stage.

Refunds for cancellations initiated by you prior to the Assessment Commencement Date will be subject to the following sliding scale, which accounts for administrative costs incurred:

  • Within 10 business days of payment: A full refund of fees paid, minus a $200 (incl. GST) non-refundable administration fee.

  • Between 11 and 14 business days of payment: A 70% refund of the total fees paid.

  • Between 15 and 30 business days of payment: A 50% refund of the total fees paid.

  • After 30 business days of payment: No refund will be provided, as significant resources have been allocated to preparing your application for assessment.

Cancellation After Assessment Commencement
Once the formal assessment of your application and evidence has commenced (as defined in clause 2.1), no refund will be provided. This is because our assessors have dedicated time, expertise, and resources to the evaluation process, and the cost of these professional services is incurred in full.

Unsuccessful Applications
If your RPL application is assessed and the outcome is unsuccessful, you will be eligible for a 100% refund of the assessment fees paid.

  • We will provide a detailed written explanation outlining the reasons why the application was unsuccessful and the specific gaps in evidence or competency identified.

  • We may, at our discretion, offer guidance on additional evidence, experience, or gap training that could strengthen a future application.

  • This clause applies only to a final assessment outcome of “unsuccessful.” It does not apply to applications that are withdrawn by the client after assessment has commenced (clause 2.2) or are deemed incomplete due to a failure by the client to provide necessary information.

Special Circumstances

We acknowledge that exceptional situations beyond your control may arise. In such cases, we will review refund requests on a case-by-case basis with compassion and fairness. Eligible circumstances may include:

  • Serious illness or injury: Where a medical condition prevents you from reasonably continuing with the application. Supporting documentation from a registered medical practitioner is required.

  • Bereavement: The death of an immediate family member (spouse, partner, parent, child, or sibling). A copy of the death certificate or a notice of death may be requested.

  • Severe unforeseen circumstances: Such as being a victim of a natural disaster (e.g., bushfire, flood) or a significant traumatic event. Supporting evidence, such as a statutory declaration, may be required.

Please contact our support team to discuss your situation. The granting of a refund under these circumstances is entirely at the discretion of Skills Connect management.

How to Request a Refund

o submit a refund request, you must:

  1. Contact our Support Team via email at admin@skillsconnect.au.

  2. Use the subject line: “Refund Request – [Your Full Name]”.

  3. In the body of the email, provide:

    • Your full name and contact details (including phone number).

    • Your Skills Connect client/application ID number.

    • The date of your payment and the transaction ID/receipt number.

    • A clear and detailed reason for your refund request.

    • Any relevant supporting documentation (e.g., medical certificate).

We will acknowledge receipt of your refund request within two (2) business days and will advise you of the outcome following a review. We aim to complete the review process within ten (10) business days of receiving all required information.

Refund Processing

Once a refund is approved:

  • Refunds will be processed using the original payment method wherever possible.

  • Processing times are dependent on your financial institution:

    • Credit/Debit Card Refunds: Typically appear in your account within 5-10 business days.

    • Bank Transfer Refunds: May take an additional 3-5 business days to clear.

  • You will receive a confirmation email once the refund has been processed.

  • The administration fee mentioned in Clause 2.1 is non-refundable under any circumstance.

Changes to This Policy

Skills Connect reserves the right to update, amend, or modify this Refund Policy at any time at its sole discretion. Any changes will be effective immediately upon posting the revised policy on our website. It is your responsibility to review this policy periodically for any changes.

Contact Us

If you have any questions, concerns, or complaints about this Refund Policy or our refund process, please contact us at:

Skills Connect Pty Ltd
Email: admin@skillsconnect.au
Phone: +61 488 805 955
Post: 440 Twetfth Ave, Rossemore, NSW 2179

We will endeavour to respond to and resolve any queries in a timely and fair manner.