Policies & Procedures

Withdrawal and Refund Policy

1. Purpose

This policy is provided on behalf of the Lumify Learn, as a shared commitment to providing quality training and assessment in accordance with the Standards for Registered Training Organisations 2025 (SRTOs). As such, Lumify Learn is required to have and provide detail of a fair and reasonable withdrawal and refund policy.

The purpose of this policy is to provide the terms of the agreement made upon enrolment, whereby a student wishes to withdraw early from their studies with Lumify Learn.

This policy covers withdrawals and cancellations, as well as the arrangements for refunds. This policy covers both nationally Accredited Qualifications and Non-accredited Short Course/Vendor Certified Programs (Bootcamps).

2. Policy Statement

Lumify Learn is committed to ensuring fair and reasonable withdrawal and refund practices. This policy is applicable to individual student fees and charges associated with fee-for-service courses, regardless of if they are paid by the student or a third party on their behalf.

Lumify Learn will:

Implement and maintain a process for fair and reasonable withdrawal and refund of fees paid; and
A refund will not be provided for a fee-for-service course once training resources and materials, including login details to the learning platform, have been provided to the client.
Where course fees have been paid for an accredited course in full, no refund will be granted if the student fails to attain the full qualification by the designated course end date.
Where course fees have been paid for a non-accredited course (Bootcamp), a refund will not be provided for students that initiate a withdrawal 10-working days or more after course commencement.
Students that initiate a withdrawal within the 10-working day cooling-off period are only liable to the $750 enrolment fee.
All withdrawals will be processed in line with the Withdrawal and Refund Policy.

3. Definitions

Commencement: Commencement is deemed to have occurred on the date Lumify Learn provides the student with login details.
Cooling-Off Period: All Lumify Learn courses have a cooling-off period of ten (10) working days from the date Lumify Learn provides the student with login details. Withdrawal from the course within this period will be processed in line with the Withdrawal and Refund Policy.
Notice of Withdrawal: Is the notification of intent to withdraw from the course, this must be in writing, via the withdrawal and refund application form.
Stream: A stream refers to a group of units of competency within a course, each stream has its own start and expected end date.
Unit of Competency: The specification of the standards of performance required in the workplace. Units of competency are set by industry clusters and are packaged to make accredited courses. Units may be clustered in streams to facilitate holistic training delivery and assessment.
Short Courses: Refers to non-accredited courses. These courses may be listed as Vendor Certified Programs or other courses as listed. Commencement is deemed to have occurred on the date Lumify Learn provides the student with login details.
Vendor Certified Programs: Refers to short courses that are recognised by the ICT Industry, such as Microsoft Certification Program. These programs may be incorporated with your nationally accredited qualification.
Course Duration refers to the start of study and end of study being the full enrolment period of a given course. This period varies depending on the qualification or course being undertaken and is specified on the Lumify Learn website or course brochure.

4. Policy Principles

The following principles underpin this policy.

Details of Lumify Learn Withdrawal and Refund Policy are to be publicly available.
Enrolment fees must be paid, even in the case of a withdrawal, and are non-refundable.
Refund payments are made within 10-working days from the date the refund application is approved.
Lumify Learn will firstly encourage a client to enrol on another course date, prior to processing withdrawal and refund applications.
For accredited courses, when a potential student does not meet the required Language, Literacy and Numeracy (LLN) outcome from the LLN assessment, and the student chooses not to enrol in an alternative qualification or skills set, a full refund will be issued.
Written notification of withdrawal from a training program must be, made via the lodgement of the Withdrawal and Refund Application Form, by a student; before a withdrawal or refund will be considered.
Refunds are not applicable where a student has not achieved a competent outcome in all required units of competency within the course duration period.
Refunds are not applicable where a student request is received following the completion of the course. Refer to QA_POL_08 Complaints and Appeals Policy, QA_PRO_08 Complaints and Appeals Procedure and QA_Form_08_01 Complaints and Appeals Form.
For Recognition of Prior Learning (RPL), there is no refund post enrolment where resources and services have been supplied to the client.
Lumify Learn does not accept liability for loss or damage suffered in the event of withdrawal from a course by a student.
In the unlikely event that Lumify Learn cancels a course, the student will be offered the opportunity to transfer their enrolment into another course. If this is not suitable, Lumify Learn will provide a full refund.
Where Lumify Learn cancels a course, students do not have to apply for a refund, Lumify Learn will process the refunds automatically.
Over payment of any course enrolment fee will be refunded.

For students enrolled in Nationally Accredited Training courses (Certificate and Diploma courses)

Withdrawal within the 10-working day cooling-off period: You are only liable to pay the enrolment fee.
Withdrawal after the cooling-off period: You are liable to pay 50% of the course fees, plus the enrolment fee.
Withdrawal after commencing the second half of the qualification or have reached 50% of the course duration period: You are financially obligated to pay the total course fees.

For students enrolled in Non-Accredited Training courses (Bootcamp courses)

Withdrawal within the 10-working day cooling-off period: You are only liable to pay the enrolment fee.
Withdrawal after the cooling-off period: You will be ineligible for a refund and liable to pay 100% of the course fees.

Students enrolled in bundled courses (combination of Non-accredited Short Courses/Vendor Certified Training, AND Nationally Recognised Qualifications); will have both stipulations applied for either training course, within this Withdrawal and Refund Policy, in relation to the individual course type.

5. Pro Packages

5.1 Pro Packages consist of multiple training products bundled together and offered at a packaged price. These may include a nationally recognised qualification, industry certification, short courses, and the Lumify Edge Job Placement Program. Each component is a separate product and may be subject to different regulatory and contractual requirements.

5.2 By enrolling in a Pro Package, the student acknowledges that they are enrolling in all included training products. The student confirms they have been provided with information regarding each component, including applicable fees, commencement points, delivery arrangements, and relevant terms and conditions.

5.3 If a student withdraws from a Pro Package, the packaged pricing will no longer apply. The student will be charged the standard retail price (RRP) for any training products that have commenced or are deemed to have commenced, minus any payments already made. This will be applied in a fair and reasonable manner.

5.4 For Pro Packages, each training product is considered to have commenced on the date Lumify Learn provides the student with the login details or access required for that specific product.

5.5 Where a Pro Package includes industry certification, this component is deemed to have commenced once the student reaches 50% of the scheduled duration of the accredited qualification, where access to related materials, systems, or scheduled sessions has been provided prior to that point. Short courses included in a Pro Package (including the AI short course) are not subject to this 50% rule and only commence when access to their materials, systems, or scheduled sessions has been provided. However, if the student has not accessed any certification materials, systems, or support, the component will not be deemed to have commenced and will not be charged.

5.6 Upon withdrawal, the student is financially liable for all training products that have commenced or are deemed to have commenced under clauses 6.4 and 6.5, including (where applicable):

the nationally recognised qualification
any industry certification
any short course that has commenced
the Lumify Edge Job Placement Program, where the student has separately opted in and commenced participation in accordance with its Terms and Conditions

5.7 Training products that have not commenced and are not deemed to have commenced under clause 8.5 will not be charged.

6. Lumify Edge Job Placement Program

6.1 The Lumify Edge Job Placement Program is a non-accredited service that is offered as part of a Pro Package. Participation in this program is subject to separate Terms and Conditions, which are provided to the student prior to commencement.

6.2 Where a student has opted in to the Lumify Edge Job Placement Program, any fees or charges relating to this program will be managed in accordance with its Terms and Conditions, which outline the applicable conditions and any administrative fees.

Lumify Learn Responsibilities

The CEO of Lumify Learn is responsible for ensuring compliance with this policy.

7. Access and Equity

The Lumify Learn Access and Equity Policy applies. (See Access and Equity Policy)

8. Records Management

All documentation from refund processes is maintained in accordance with Records Management Policy. (See Records Management Policy)

9. Monitoring and Improvement

All refund practices are monitored by the Administration Manager Lumify Learn and areas for improvement identified and acted upon. (See Continuous Improvement Policy)