Open Eyes Training – Refund & Returns Policy

1. Purpose of This Policy

This policy sets out the terms for refunds, transfers, cancellations, and attendance for all Youth Mental Health First Aid (MHFA) training delivered by Open Eyes Training. By enrolling in a course, participants agree to these terms in full.

2. Non‑Refundable MHFA Materials and Instructor Costs

Youth MHFA courses require the instructor to purchase a non‑refundable learner pass, activate online learning, and provide a Youth MHFA manual for each participant. These items are issued shortly after booking and cannot be cancelled, returned, or reassigned.

Because these costs are incurred immediately and cannot be recovered:

• All MHFA course bookings are strictly non‑refundable once processed.

• Learner passes, online learning access, and manuals cannot be refunded, reversed, or transferred to another person.

• The course fee covers these materials regardless of attendance or personal circumstances.

This reflects national MHFA Australia policy and ensures financial fairness for small training providers.

3. Course Transfers

Participants who are unable to attend their scheduled course may request a transfer.

• Transfers are permitted with a minimum of 48 hours’ notice.

• Each booking includes one complimentary transfer.

• Additional transfers may incur an administrative fee.

• Transfers are subject to availability and course scheduling.

If a participant fails to complete their online learning in time or misses their live session, they must transfer to a future date. No refund applies.

4. Attendance Requirements for Accreditation

Youth MHFA accreditation requires full completion of all course components.

• Blended courses require the self‑paced online learning to be completed before attending the live session(s).

• Participants must attend all live training hours.

• Partial attendance cannot be certified and may require rebooking at the participant’s cost.

5. Late Arrival

Participants arriving more than 30 minutes late may be unable to join the session due to accreditation requirements. A transfer or rebooking may be required. No refund applies.

6. Minimum Numbers for Public Courses

Public Youth MHFA courses require a minimum of 6 participants to proceed.

If minimum numbers are not met:

• Open Eyes Training will reschedule the course.

• All enrolled participants will be moved to the next available date.

• Because learner passes and manuals are issued in advance and cannot be returned, rescheduled courses do not qualify for a refund.

This ensures participants still receive the full training they have paid for.

7. Incorrect Bookings

If a participant books the wrong date or course:

• Their payment will be applied to the correct course.

• Refunds are not provided for incorrect purchases.

• Any difference in price must be paid before access is granted.

8. Duplicate Payments

If a genuine duplicate payment occurs, the duplicate amount will be refunded once evidence of the transaction is provided.

9. Chargebacks and Payment Disputes

If a participant lodges a chargeback after receiving digital materials, online learning access, or training:

• All future access will be cancelled.

• Open Eyes Training will provide evidence of delivery, communication, and policy acceptance to the financial institution.

This protects against fraudulent or improper disputes.

10. Exceptional Circumstances

Refunds are not provided for personal circumstances, including but not limited to:

• Illness

• Workload or roster changes

• Travel issues

• Family events

• Bereavement

• Change of mind

• Change in employment

• Personal distress

Participants may transfer to another available course date if places permit.

11. Privacy and Confidentiality

Open Eyes Training manages all personal information in accordance with the Australian Privacy Principles. Course discussions remain confidential and are not recorded or shared.

12. Acceptance of Terms

By completing a booking, participants acknowledge that they have read, understood, and agreed to this Refund & Returns Policy.