Refund Policy

Last updated: May 2026

Your consumer rights under the Australian Consumer Law (Cth) always apply. This policy explains how we handle refund requests and does not limit any right you have under Australian law.
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Assessment Fees
Refundable within 14 days if assessment not yet commenced
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Training Modules
Refundable within 7 days if less than 20% of content accessed
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Firm / Partner Fees
Handled case-by-case in line with ACL consumer guarantees
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ACL Rights
Statutory consumer guarantees always apply, cannot be excluded

1. Australian Consumer Law — Your Statutory Rights

Our services come with guarantees under the Australian Consumer Law (Schedule 2 to the Competition and Consumer Act 2010 (Cth)) that cannot be excluded. These include that our services will be:

  • Provided with due care and skill;
  • Fit for the purpose for which they are acquired; and
  • Supplied within a reasonable time (where no time is specified).

If a service fails to meet these guarantees, you may be entitled to a remedy. For major failures, you may choose to cancel the service and receive a refund or other compensation. For minor failures, we are entitled to fix the problem within a reasonable time.

2. Assessment Fees

Assessment fees cover the cost of evaluating your submitted evidence against AEC Labs' certification standards.

  • Before assessment commences: Full refund available if requested within 14 days of payment and before an assessor has been assigned or commenced review of your materials.
  • After assessment commences: No refund once an assessor has been assigned and has begun reviewing your submission. This is because assessment work is performed immediately upon assignment.
  • Failed assessments: Assessment fees are non-refundable on unsuccessful outcomes. If you believe the assessment outcome was incorrect, you may use our appeals process described in the Certification Standards.
  • AEC Labs error: If a failed outcome was caused by an error on our part (e.g. incorrect criteria applied), we will re-assess at no charge or offer a full refund at your election.

3. Training and Course Fees

Where AEC Labs charges for access to training content or modules:

  • Within 7 days of purchase and less than 20% accessed: Full refund available on request.
  • Within 7 days of purchase and 20% or more accessed: Partial refund may be available at our discretion, or re-supply of equivalent content.
  • After 7 days: No refund except where required under Australian Consumer Law (e.g. content is not as described, materially defective, or there is a major failure).

4. Subscription and Recurring Fees

If AEC Labs offers subscription-based access in the future:

  • You may cancel at any time. No charges will be made after cancellation takes effect.
  • Fees already charged for a billing period that has commenced are non-refundable except as required by Australian Consumer Law.
  • Pro-rata refunds for unused subscription periods may be offered at our discretion.

5. Firm and Partner Fees

Fees paid by firms for listing, talent access or partnership services are handled on a case-by-case basis in accordance with the specific agreement and the Australian Consumer Law. Please contact us at hello@aeclabs.com to discuss your circumstances.

6. What Is Not Refundable

The following are not refundable except as required by Australian Consumer Law:

  • Assessment fees after assessment has commenced.
  • Training fees where 20% or more of content has been accessed beyond the 7-day window.
  • Certificate issuance fees once a certificate has been issued and the public record created.
  • Any fees where you have provided false or misleading information in your application or submission.
  • Fees related to accounts suspended or terminated for breaching our Terms of Service.

7. How to Request a Refund

To request a refund, email us at hello@aeclabs.com with the subject line "Refund Request" and include:

  • Your full name and account email address.
  • The service or fee for which you are requesting a refund.
  • The date of payment.
  • The reason for your request.

We will acknowledge your request within 3 business days and provide a decision within 14 business days. Approved refunds will be processed to the original payment method within 7 business days of approval.

8. Chargebacks

If you initiate a chargeback through your bank or payment provider before contacting us, we reserve the right to suspend your account pending resolution. We encourage you to contact us first — most issues can be resolved quickly without a dispute process.

9. Changes to This Policy

We may update this Refund Policy from time to time. The current version is always available at aeclabs.com.au/refund. Changes do not affect refund requests made before the change takes effect.

10. Contact

For any refund-related questions, contact:
AEC Labs
Email: hello@aeclabs.com
Website: aeclabs.com.au