Policies & Procedures

If you need to withdraw

If you need to withdraw: tell your trainer or our Learner Support team (info@apexld.edu.au) in writing, and we will talk through your options and complete a withdrawal form with you. There is no fee to withdraw. If you withdraw before your course starts and give at least five business days' written notice, you receive a full refund. If you withdraw after it starts, you may receive a partial refund for the part of the course you have not used, or a full refund in exceptional circumstances, assessed case by case. To ask for a refund, send us the Refund Request Form; we tell you the outcome in writing within ten business days, and you can appeal the decision. Any units you have completed stay on your record and are issued on a Statement of Attainment.

You are eligible for a full refund if

• We cancel the course before it commences (all tuition fees paid are refunded in full).
• You withdraw before the course commences, with at least five business days' written notice.
• You withdraw after commencement due to exceptional circumstances such as severe illness or hardship, assessed case by case.
• Course materials haven't been dispatched.

You may be eligible for a partial refund if

• We discontinue the course after it has commenced.
• You withdraw after commencement. Partial refunds are calculated on the unutilised portion of the course.
• Course materials have been dispatched.

You are not eligible for a refund if

• Your enrolment was terminated for a breach of our Code of Conduct or policies.

How requests are processed

• Submit the refund request form below (or get it from our Learner Support team), with supporting documents where applicable, such as a medical certificate or evidence of exceptional circumstances.
• We review your request and documentation within ten business days, and you'll be notified of the outcome in writing, with reasons.
• Approved refunds are processed within 20 business days of approval, to the same payment method used at enrolment unless otherwise agreed.
• If your request is unsuccessful, you'll be told why and how to appeal. Appeals go in writing to our Learner Support team within ten business days of receiving the decision, and we respond within ten business days. See the Complaints & Appeals tab.