Transfer Cancellation and Withdrawal Policy

1. Purpose

The purpose of this policy is to outline AUSTSWIM’s processes for candidate transfers, withdrawals and cancellations in a manner that is fair, transparent and compliant with the Standards for Registered Training Organisations (RTOs) 2025, and Australian Consumer Law. This policy ensures that candidates are treated equitably and that administrative decisions are documented, consistent and fair.

2. Scope

This policy applies to:

• Candidates enrolled in any AUSTSWIM course conducted in Australia

Candidates are responsible for understanding and adhering to the Transfer and Cancellation policy conditions. Candidates acknowledge that by enrolling into any AUSTSWIM Course they are signing their agreement to abide by all AUSTSWIM Terms & Conditions, Policies and Procedures & Code of Conduct. Candidates are therefore bound by the terms stipulated in the AUSTSWIM Transfers and Cancellation Policy.

3. Definitions

Workshop: The face-to-face portion of any AUSTSWIM Course, where candidates are taught and assessed on knowledge, usually the first portion candidates must complete of their course.

Course: An AUSTSWIM course is a structured educational program designed to provide comprehensive training and certification for individuals aspiring to become qualified in aquatic education and safety. The course includes the Workshop, Online training, On-the-job training & post course requirements.

Day One (1) of the course: Is the first day of your formal training, it is the first day of a candidates Workshop.

Transfer: Where a candidate elects to change the date of their workshop to another time, the candidate intends to continue their enrolment and receive an AUSTSWIM accreditation.

Cancellation: Where a candidate elects to cancel their AUSTSWIM Course enrolment and withdraw from studying with AUSTSWIM.

Withdrawal: Where a candidate initiates discontinuation of enrolment after attending a course workshop

4. Transfers

AUSTSWIM recognises that sometimes circumstances can change, affecting a candidate's capacity to complete their Workshop on the chosen date. In these instances, candidates may request to transfer their workshop date, by submitting a completed AUSTSWIM Workshop Transfer Form. (Click Here)

Workshop Transfer Deadline:
For transfers made before 5 pm AEST/AEDT on the Tuesday before Day One (1) of your course incur an administration fee of $70.25.

Transfers Requested after the Deadline:
Transfer requests received after 5 pm AEST/AEDT on the Tuesday before Day One (1) of the course may NOT be eligible for a transfer. If AUSTSWIM accepts a candidate’s request to transfer the enrolment to another course date, a fee will apply.

5. Cancellations

AUSTSWIM recognises that sometimes circumstances can reduce a Candidate’s capacity to complete their chosen course. In this instance, the Candidate may request to cancel their enrolment. Candidates may do so by submitting a completed AUSTSWIM Course Cancellation Form. (Click here)

Cancellation Deadline:
For cancellations made before 5 pm AEST/AEDT on the Tuesday before Day One (1) of your course incur an administration fee of $93.65.

Cancellation Requests after the Deadline:
Cancellation requests received after 5 pm AEST/AEDT on the Tuesday before Day One (1) of the course may NOT be eligible for a refund.

No-Show Policy:
Any Candidate who does not attend their set course without prior notice will NOT be eligible for a refund, AUSTSWIM will automatically withdraw that candidate’s enrolment. If the candidate wishes to complete a course, they will need to reenrol via the website.

* The ‘No-Show’ Policy does not apply to a Candidate who is experiencing extenuating circumstances and can provide AUSTSWIM with sufficient documentation to support their claim. These Candidates must submit their documentation and request via email at: info@austswim.com.au

• Where competencies have been achieved in a previous enrolment, results achieved will be recognised where applicable under the training package requirements at the time of re-enrolment.
• Any no-show candidate able to provide sufficient documentation will be charged a transfer fee of $93.65 to either continue to cancel their enrolment or attend an alternative course.

5.1 Where AUSTSWIM Cancels a Course

AUSTSWIM will:

• Provide notification as soon as possible
• Offer a transfer to an alternative course date or delivery mode
• Provide a full refund where a suitable alternative cannot be offered or accepted.

6. Extenuating Circumstances

AUSTSWIM recognises that unforeseen and extenuating circumstances may arise, necessitating a candidate to transfer their workshop or cancel their enrolment. Such circumstances may include, but are not limited to:

• Medical emergencies
• Family emergencies
• Natural disasters

In this situation, AUSTSWIM is committed to providing partial refunds where possible or providing alternative arrangements to accommodate the candidate.

At AUSTSWIM's sole discretion, if extenuating circumstances are validated by official documentation (e.g., medical certificate, police report, accident report, statutory declaration), AUSTSWIM may elect to issue a partial refund OR re-enrol the candidate into a new workshop:

• When arranging an alternative workshop for the candidate to transfer the transfer may incur an administration fee to cover transfer costs.

7. Withdrawals

Candidates may withdraw from a course after attending a workshop at any time by providing written notice to AUSTSWIM. Fees are non-refundable. (Click here) 

8. AUSTSWIM Initiated Withdrawal

AUSTSWIM reserves the right to withdraw a Candidate’s enrolment under the following circumstances:

• The Candidate has not submitted the assessment by the due date or requested an extension to continue the course.
• The Candidate has not attended compulsory workshops or met the minimum required amount of attendance for face-to-face delivery of the course.
• Where AUSTSWIM has made several attempts to contact Candidates, using contact details provided at the time of enrolment or otherwise updated through AUSTSWIM’s Candidate management system, to seek withdrawal advice from a Candidate or their employer and the Candidate has failed to respond.
• In such circumstances, course fees and other charges may not be refunded.

When an AUSTSWIM-initiated withdrawal occurs, the Candidate will be advised via email and will be sent a Statement of Attainment with units achieved to date.

9. Refunds

To receive a refund of course fees, all Candidates must complete the AUSTSWIM Cancellation Form found on the AUSTSWIM website. (Click Here)

• All refund requests will be reviewed and approved by the AUSTSWIM Industry Support Services Team.
• All refunds will be processed within 14 days of receiving a cancellation request.
• Refunds will be issued to the original payment method unless otherwise requested by the Candidate.
• Funds will be returned to the original payment method within ten (10) business days of approving a valid refund request.

Refunds Due to Non-Provision of Services:
Course fees are refunded to Candidates in full if AUSTSWIM is unable to commence the course as agreed due to a lack of minimum Candidate numbers or unforeseen circumstances.

10. Records Management

AUSTSWIM will:

• Maintain accurate and up-to-date enrolment records.

• Record all transfers, withdrawals and cancellations in the student management system.

• Retain documentation in accordance with regulatory record-keeping requirements.