How cancellations, rescheduling, credits and refunds are managed for CAQA ISO training and services.
This policy explains how refunds, cancellations, replacements, credits and remedies are managed for CAQA ISO. Nothing in this policy limits rights that may apply under the Australian Consumer Law. Refunds and remedies depend on the type of product or service purchased, the reason for the request, whether the product or service has been accessed or delivered, and whether a major or minor problem exists.
No payments are taken through this website. CAQA ISO does not operate an online shop, checkout or payment gateway. Training places, internal audits, gap analyses, implementation work and other services are booked by enquiry, confirmed in writing and paid by invoice under the applicable booking confirmation or engagement terms. This policy therefore deals with cancellation of confirmed bookings and engagements and with refunds of fees that have been invoiced or prepaid.
If you need to cancel a confirmed training booking, contact us as early as possible. Unless your booking confirmation states otherwise, the following applies: where you give us ten or more business days’ notice before the session, you may transfer to a later session, hold a credit, or receive a full refund of any prepaid fees; where you give fewer than ten business days’ notice, you may substitute another person from your organisation or transfer to a later session, and any refund may be reduced by costs we have reasonably incurred, such as venue, catering or materials; where notice is given fewer than two business days before the session, or a participant simply does not attend, the full fee remains payable, although we will provide session materials where practicable. Substitutions under our ISO Training Terms are free at any time before the session begins.
If we cancel a session, or materially change its date, format or location, you may choose a place in a rescheduled or alternative session, a credit towards other CAQA ISO training, or a full refund of any prepaid fees. We are not responsible for travel, accommodation or other costs you incur in connection with a cancelled or rescheduled session, so we recommend flexible arrangements.
Internal audits, gap analyses, management system builds and other consulting engagements are governed by their written engagement terms, which prevail over this policy to the extent of any inconsistency. Cancellation of an engagement requires written notice. Fees for work already performed, and third-party costs already committed, remain payable; prepaid amounts for work not yet performed are refunded or credited.
Our services come with guarantees that cannot be excluded under the Australian Consumer Law. For a major failure with a service, you are entitled to cancel your contract with us and obtain a refund for the unused portion, or to compensation for its reduced value, together with compensation for any other reasonably foreseeable loss or damage. If the failure is not major, we will resupply or fix the service within a reasonable time. Nothing in this policy limits those rights, and the change-of-mind provisions in this policy operate in addition to them.
Send your request, with the booking or invoice reference and the reason, to info@caqa.com.au, call 1800 266 160, or use our contact page. We acknowledge requests promptly, aim to decide them within ten business days, and pay approved refunds using the same method by which the original payment was made. If you are dissatisfied with a decision, you can escalate it through our Complaints and Feedback process.
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