Keys Human Resources – RTO 31911
Fee, Refund and Cancellation Policy

Last updated 01/02/2025

1. Purpose
This policy outlines how Keys Human Resources (RTO 31911) manages learner fees, payments, refunds, cancellations, and transfers. It ensures compliance with the Standards for Registered Training Organisations (RTOs), and provides fairness, clarity, and transparency to all learners.

2. Fees and Payments

2.1 Course Fees

• Full course fees (including tuition, materials, and assessments) will be clearly published on our website, course brochures and enrolment documentation.

• Some courses may include additional fees (e.g., re-assessment, replacement certificates, or late cancellation). These will be communicated prior to enrolment.

2.2 Payment Terms

• Keys Human Resources does not collect more than $1,500 in prepaid fees from individual learners.

• Payment must be finalised before training commencement unless prior agreement is arranged.

2.3 Invoices & Receipts

• Learners and/or employers will receive a tax invoice and receipt for all payments.

• All financial records are kept secure and confidential.

3. Cancellations, Withdrawals & Transfers

3.1 Learner Cancellations (Short Courses)

• More than 5 business days before course start:
  Full refund or free transfer to another date.

• 2–5 business days before course start:
  Refund minus a $50 administration fee, or free transfer to another date.

• Less than 48 hours before course start or non-attendance:
  No refund. A transfer may be offered at Keys HR’s discretion.

3.2 Transfers and Rescheduling

• Learners may request to transfer to another class up to 48 hours before their scheduled start.

• One free transfer is permitted for short courses; additional transfers may incur a $30 fee.

• Transfers are subject to availability.

4. RTO Cancellations or Changes

4.1 Course Cancellation by Keys Human Resources
If Keys HR cancels or postpones a course learners will be notified by email and SMS no later than 12pm the day prior to commencement of delivery:
 

• Learners will be offered a full refund or
   

• A free transfer to the next available course date.

4.2 Trainer Illness or Operational Issues
Where training cannot proceed due to trainer illness, venue issues, or unforeseen disruptions, Keys HR will notify learners as soon as possible and offer rescheduling or a full refund.

5. Refund Process

• Refund requests must be submitted in writing (email acceptable).

• Refunds will be processed within 14 business days of receiving the request and required information.

• Refunds will be issued using the original payment method unless otherwise agreed.

6. Non-Refundable Items
The following fees are non-refundable once provided:

• Administration or enrolment fees

• Credit transfer and RPL application fees (once assessment has commenced)

• Replacement certificate or statement of attainment fees

• Fees paid to third parties (e.g., licensing bodies)

7. Employer/Sponsor Funded Training
Where an employer or third party funds the training:

• Cancellations or substitutions must be made according to this policy.

• Employers may substitute another employee before the course commencement date at no cost unless materials have already been issued.

8. Consumer Protection
Learners are protected under Australian Consumer Law, including rights to fair contract terms, refunds, and remedies for services not delivered as agreed.
If a learner believes they have been unfairly treated, they may lodge a complaint through Keys HR’s Complaints and Appeals process.

9. Contact Information

Keys Human Resources – RTO 31911
Email: training@keyshr.com
Phone: 07 32607111
Website: www.keyshr.com
Address: 41 Nundah Street, Nundah, Queensland, 4012