Fees, Refunds, and Fee Protection Policy

Policy Schedule

Relevant Legislation

• Australian Consumer Law and Fair Trading Act 2012 (Vic)
• Australian Consumer Law (Schedule 2 to the Competition and Consumer Act 2010 (Cth))
• Australian Consumer Law (Tasmania) Act 2010 (Tas)
• Competition and Consumer Act 2010 (Cth)
• Competition and Consumer Regulations 2010 (Cth)
• Consumer Affairs and Fair Trading Act 1990 (NT)
• Education Services for Overseas Students Act 2000 (Cth)
• Education Services for Overseas Students Regulations 2019 (Cth)
• Fair Trading Act 1987 (NSW)
• Fair Trading Act 1987 (SA)
• Fair Trading Act 1989 (Qld)
• Fair Trading Act 2010 (WA)
• Fair Trading (Australian Consumer Law) Act 1992 (ACT)
• National Code of Practice for Providers of Education and Training to Overseas Students 2018
• National Vocational Education and Training Regulator Act 2011 (Cth)
• National Vocational Education and Training Regulator (Compliance Standards for NVR Registered Training Organisations and Fit and Proper Person Requirements) Instrument 2025
• National Vocational Education and Training Regulator (Outcome Standards for Registered Training Organisations) Instrument 2025
• Privacy Act 1988 (Cth)
• Privacy Regulations 2013 (Cth)

1. Purpose

This policy establishes clear and consistent procedures for the setting, collection, refunding, and safeguarding of student fees at Thrive Training and Education. It aims to ensure that all students are treated fairly and transparently in financial matters, and that their funds are protected throughout their learning journey.

The policy outlines how fees are communicated, how refunds are managed, and what measures are in place to protect prepaid fees. It also ensures that students are fully informed before enrolment, and that Thrive Training and Education maintains financial practices that support trust, accountability, and student confidence.

For CRICOS students, this policy also ensures compliance with the ESOS Act 2000, ESOS Regulations, the National Code of Practice for Providers of Education and Training to Overseas Students, and Tuition Protection Service (TPS) requirements.

Cloud Assess supports the transparent management of student fees and refunds by integrating financial information with enrolment workflows. This ensures students receive accurate, timely, and accessible fee-related details throughout their training journey. This policy also supports Thrive Training Education’s commitment to self-assurance by regularly reviewing financial practices and using student feedback to improve fee-related communications and procedures.

2. Scope

This policy applies to:

• All prospective and current students of Thrive Training and Education.
• All staff involved in the administration of student fees and enrolments.

Fees for individual products and services are subject to change. This policy should be read in conjunction with Thrive Training and Education’s most recent Fee Schedule.

3. Policy Statement

Thrive Training and Education is dedicated to ensuring that all processes related to the collection and refunding of student fees are handled with clarity, fairness, and in full compliance with relevant guidelines. This includes:

• Providing accurate, accessible, and timely information to support informed decision-making prior to enrolment.
• Ensuring compliance with the Standards at all times, including when services are delivered by third parties.
• Maintaining transparency in:
  • Total course fees.
  • Payment terms and schedules.
  • Refund conditions.
  • Fee protection measures.
  • Late enrolments.
  • Any applicable government funding or subsidies.

No hidden fees are charged. All costs are disclosed in writing prior to enrolment.

Before accepting fees, each overseas student will receive a Written Agreement meeting National Code requirements, clearly setting out tuition fees, non-tuition fees, payment schedules, refund arrangements, provider default and student default obligations, complaints and appeals, and circumstances where refunds may be reduced.

Cloud Assess enables Thrive Training and Education to present fee schedules, payment terms, and refund conditions clearly within the student’s enrolment interface. Thrive Training and Education ensures that fee-related information is accessible to all students, including those with language, literacy, or digital barriers, and is available in multiple formats upon request.

4. Prepaid Fees and Protection Measures

Thrive Training and Education does not require students to prepay more than $1,500 at any time. Where fees exceed this threshold, Thrive Training and Education implements one or more of the following compliant measures.

• Maintaining a separate bank account for unearned revenue, and:
• Holding an unconditional financial guarantee equal to or greater than the excess funds, or
• Membership in an approved tuition assurance scheme that ensures no cost transfer to a suitable equivalent course or refund of unused excess fees if transfer is not possible.

These measures ensure that unearned prepaid fees are protected and refundable in the event of course cancellation or provider default. Thrive Training and Education conducts regular audits of its fee protection mechanisms.

Where CRICOS obligations apply, prepaid tuition fees, tuition protection arrangements and provider default obligations will be managed in accordance with the ESOS Act and TPS requirements. Fee protection arrangements under the Standards for RTOs do not limit additional ESOS obligations.

Related Policy: 3.1 Pre-enrolment Policy.

5. Cooling-Off Period

Students who complete their enrolment at least 10 business days before the course start date are entitled to a 10-business-day cooling-off period. During this time, they may withdraw from the course and receive a full refund, minus any applicable non-refundable administration fees.

6. Late Enrolments

Thrive Training and Education may accept late enrolments up to 14 days after the official course commencement date, provided:

• The student receives all required pre-enrolment information as per Clauses 5.1–5.3 of the Standards.
• The student is not disadvantaged in achieving the required competencies.
• The Trainer/Assessor confirms the student can reasonably meet course outcomes within the remaining timeframe.

6.1 Waiver of Cooling off period

Late enrolments may be requested to sign a waiver of the cooling-off period, acknowledging:

• They have received and understood all pre-enrolment information.
• They wish to commence training immediately.
• They waive their right to withdraw without penalty during the cooling-off period.
• The waiver must be signed and dated by the student and retained on file.

7. Procedures

7.1 Fees and Charges

All fees must be approved by the Director, Thrive Training and Education before publication or quotation, and are outlined in Thrive Training and Education’s Fee Schedule.

Students receive a numbered tax invoice for all payments. Employer invoices must clearly list the names of the employees covered.

Financial reports shall be available to ASQA upon request.

7.2 Refunds

A Refund Request Form must be submitted in writing to info@thrivetraining.com.au with supporting documentation. Refund requests will be assessed by the Director, Thrive Training and Education.

No refund is available to students who remain enrolled but do not progress. Fees and charges apply to withdrawals and deferrals.

Thrive Training and Education maintains sufficient funds to refund all prepaid fees.

If a student withdraws no less than 10 days prior to course commencement, any amount over the Administration Fee will be refunded.

Refunds after course commencement may be granted under exceptional circumstances (e.g., serious injury or long term illness). Supporting evidence will be required prior to consideration of a refund.

Training deferment may be negotiated in writing with the Director, Thrive Training and Education. Please email info@thrivetraining.com.au.

No refund is available after training has commenced unless supported by a medical certificate or evidence of extreme personal hardship. Refunds of this nature would be on a case-by-case basis.

If Thrive Training and Education cancels a course, students are entitled to a full or pro-rata refund, or transfer to a future course.

All refunds are recorded in the Refund Register and issued to the original payer unless otherwise agreed.

Thrive ensures that refund decisions are made transparently and fairly, with written explanations provided to students. Students are informed of their right to appeal refund decisions through the Complaints and Appeals Policy.

Overseas Students

Refunds for overseas students will be administered in accordance with the Written Agreement, the ESOS Act and National Code. Nothing in this policy removes a student’s rights under Australian Consumer Law.

Specific provisions apply for visa refusal (before and after course commencement), student default, compassionate or compelling circumstances, and provider default, consistent with the ESOS Act and Written Agreement.

Where provider default occurs, Thrive Training and Education will meet all notification, reporting, refund or alternative placement obligations required under the ESOS Act and the Tuition Protection Service within legislated timeframes.

7.3 Payment Platform

Thrive Training and Education uses Stripe as its secure online payment platform for processing student fees. Stripe provides encrypted, PCI-compliant payment processing, ensuring that all transactions are handled safely and transparently. This integration supports financial protection measures by offering real-time payment tracking, automated receipts, and secure storage of payment records. Students benefit from a streamlined and trustworthy payment experience, reinforcing Thrive Training and Education’s commitment to accountability and compliance with fee protection standards.

8. Responsibilities

The Director, Thrive Training and Education:

• Approves fees and oversees compliance.
• Ensure CRICOS registration obligations, Written Agreements, PRISMS reporting (where applicable), TPS compliance and ESOS refund obligations are monitored and reviewed.
• Manages refund assessments and fee protection mechanisms.
• Ensures ongoing compliance with all Standards, including oversight of third-party arrangements (Clause 2.1).
• Ensures Thrive Training and Education will obtain a full audit report of its accounts from a qualified independent accountant with membership of Certified Practicing Accountants Australia or the Institute of Chartered Accountants of Australia when requested to do so by ASQA.

Administration Staff:

• Issues invoice, maintains records, and communicates fee-related information to students.
• Ensures all marketing and enrolment information is accurate, accessible, and up to date (Clause 4.1).

Cloud Assess enables administration staff to issue invoices, track payments, and manage fee-related communications within the “Stripe” secure environment. The system ensures that all financial records are linked to individual student profiles and accessible for audit or compliance checks.

Staff involved in fee administration receive regular training on financial compliance, ethical conduct, and student communication to ensure consistent and fair handling of fee-related matters.

Related Policy: 4.4 Marketing and Advertising Policy.

9. Third Party Arrangements

Where third-party arrangements are in place, the procedures outlined in Thrive Training and Education’s Third Party Arrangements Policy shall be in effect. Regular reviews of third-party performance are conducted to ensure alignment with RTO standards.

Related Policy: 4.7 Third Party Arrangements Policy.

10. Supporting Documents

• Fee Schedule.
• Refund Register.
• Refund Request Form.
• Course Brochures.
• 2.4 Cancellation and Transition Policy.
• 3.1 Pre-enrolment Policy.
• 4.4 Marketing and Advertising Policy.
• 4.7 Third Party Arrangements Policy.