Refund and Returns Policy
REFUND, CANCELLATION AND RESCHEDULING POLICY
Effective date: 22 August 2026 | Version: 1.0
1. Application and definitions
1.1 This Policy applies to products and services supplied by Co-Parenting Australia, including conferences and events, workshops and webinars, group training, one-to-one and personalised training, consultations, practitioner supervision, professional education and development services, customised organisational training, commissioned professional services, online programs, recorded training and digital resources.
1.2 This Policy applies irrespective of the payment method used, including website checkout, an online booking platform, payment link, invoice, bank transfer or an authorised third-party platform.
1.3 A particular service may be subject to additional or service-specific terms contained in a quotation, proposal, booking confirmation, registration form, service agreement or other written document provided before the booking or engagement is accepted.
1.4 Where valid service-specific terms apply, those terms prevail to the extent of any inconsistency with this Policy, subject to applicable law.
1.5 In this Policy:
a. “Co-Parenting Australia” or “CoPA” means Co-Parenting Australia Ltd, ABN 57 613 304 028.
b. “Purchaser” means an individual, business, organisation or other entity that purchases, books or engages a Service from CoPA.
c. “Service” means any product, service, booking, program, event, engagement or digital supply covered by clause 1.1.
d. “Business Day” means a day other than a Saturday, Sunday or public holiday in Queensland.
2. Australian Consumer Law and statutory rights
2.1 Nothing in this Policy excludes, restricts or modifies any guarantee, right or remedy that cannot lawfully be excluded, restricted or modified under the Australian Consumer Law or other applicable law.
2.2 Where applicable, Services supplied by CoPA are subject to statutory consumer guarantees, including guarantees that services will be supplied with due care and skill, will be reasonably fit for a disclosed purpose where the relevant guarantee applies, and will be supplied within a reasonable time where no time for supply has been fixed.
2.3 Where a failure to comply with an applicable consumer guarantee is a major failure, the Purchaser may have rights including cancellation and a refund for the unused portion of the Service or compensation for reduced value. Where the failure is not major, CoPA may be entitled to a reasonable opportunity to rectify the failure before cancellation or refund rights arise. Other remedies may apply according to the circumstances and applicable law.
2.4 A business or organisation may also qualify as a consumer for the purposes of the Australian Consumer Law. Nothing in this Policy assumes that statutory consumer protections apply only to individual purchasers.
3. Change of mind and general refund principles
3.1 Except where this Policy, service-specific terms or applicable law provide otherwise, CoPA is not required to provide a refund solely because a Purchaser changes their mind, changes their plans, is unable to attend, fails to attend, or elects not to use a Service that CoPA remains ready and able to provide as agreed.
3.2 Any voluntary refund, transfer, credit or rescheduling arrangement is subject to the applicable service category below.
3.3 Nothing in a change-of-mind provision affects a statutory entitlement arising from a failure to comply with an applicable consumer guarantee.
4. Consultations, practitioner supervision and individual professional sessions
4.1 This clause applies to consultations, practitioner supervision, mentoring, professional case discussion, individual training and other professional sessions reserved for a particular person or organisation.
4.2 Unless otherwise agreed in writing:
a. a session may be cancelled or rescheduled without a cancellation charge where at least 48 hours’ notice is provided;
b. where a prepaid session is cancelled at least 48 hours before the scheduled commencement time, the Purchaser may request a refund or transfer of the payment to another available session;
c. where less than 48 hours’ notice is provided, CoPA may charge or retain a cancellation amount that reasonably reflects the professional time reserved and the extent to which that time cannot reasonably be reallocated; and
d. failure to attend without notice may result in some or all of the session fee being retained or charged where that amount reasonably reflects the reserved professional time and resulting loss.
4.3 Requests based on exceptional circumstances are governed by clause 17.
4.4 Cancellation of an individual session forming part of a package, program or ongoing supervision arrangement does not automatically terminate the balance of the engagement.
5. Personalised training and one-to-one workshops
5.1 Personalised training and one-to-one workshops may require work before scheduled delivery, including review of information, research, preparation or modification of training material, development of resources and adaptation of content to the Purchaser’s identified requirements.
5.2 Where the Purchaser cancels after preparation has commenced, CoPA may charge or retain an amount reasonably attributable to:
a. work already completed;
b. professional time reasonably committed to the engagement and unable to be reallocated;
c. reasonable non-recoverable third-party expenditure; and
d. other reasonable costs, commitments or loss directly attributable to the cancellation and reasonably necessary to protect CoPA’s legitimate interests.
5.3 Any amount paid in advance that exceeds the amount lawfully retained under clause 5.2 will be refunded, transferred or credited as applicable.
5.4 Where substantial preparation is required, separate cancellation and payment terms may be specified in the relevant quotation, proposal or service agreement.
6. Public workshops, webinars and group training
6.1 Unless different terms are disclosed before registration:
a. cancellation 7 or more days before commencement may be refunded or transferred to another available session;
b. cancellation between 48 hours and 7 days before commencement will ordinarily be managed by one transfer to another available session, a credit valid for 12 months from the original event date, or participant substitution, rather than a change-of-mind refund;
c. cancellation less than 48 hours before commencement will not ordinarily qualify for a change-of-mind refund, subject to clause 21 and applicable law; and
d. non-attendance, late arrival or partial participation does not ordinarily entitle the participant to a change-of-mind refund.
6.2 A substitute participant may attend where CoPA is notified before commencement, the substitute satisfies any eligibility or professional requirements, and the substitution does not materially alter the booking.
6.3 Exceptional circumstances will be considered under clause 17.
7. Conferences and larger events
7.1 Conferences and larger events may involve advance commitments including venue hire, speaker arrangements, catering, technology, equipment, printing, administration and other third-party costs.
7.2 The standard cancellation point is 14 days before the event. Event-specific cancellation terms may apply to a larger or higher-cost conference where venue, catering, speaker or other material commitments justify a different schedule, provided those terms are disclosed before registration.
7.3 Unless different terms are disclosed before registration:
a. cancellation 14 or more days before the event may be refunded or transferred;
b. cancellation within 14 days of the event will ordinarily be managed by transfer, credit or participant substitution, with any refund determined having regard to costs and commitments attributable to the booking, the ability to reallocate the place, and clause 21;
c. cancellation after commencement will not ordinarily qualify for a change-of-mind refund; and
d. non-attendance does not ordinarily create an entitlement to a change-of-mind refund.
7.4 Where a cancelled place is subsequently reallocated or resold, CoPA will take that recovery into account when determining any amount retained for cancellation.
8. Customised training and commissioned professional services
8.1 This clause applies to customised training, organisational workshops, private group training, professional development programs, facilitated sessions, consultation services, commissioned presentations, supervision programs and other tailored professional engagements.
8.2 Tailored and commissioned engagements will ordinarily be governed by an accepted quotation, proposal, Service Agreement or Engagement Terms setting out scope, fees, payment stages, preparation, travel, intellectual property, rescheduling, cancellation and client-requested variations.
8.3 Fees may include amounts attributable to research and preparation, program development, adaptation or preparation of training materials, facilitator or presenter time, administration, travel and accommodation, venue or equipment hire, printing and resources, external suppliers, and other costs reasonably incurred for the engagement.
8.4 Where a Purchaser cancels after work has commenced or financial commitments have been incurred, CoPA may charge or retain an amount reasonably attributable to:
a. Services already supplied and work already completed;
b. professional time reasonably committed and unable to be reallocated;
c. reasonable non-recoverable third-party expenditure; and
d. other reasonable costs, commitments or loss directly attributable to the cancellation and reasonably necessary to protect CoPA’s legitimate interests.
8.5 Any amount paid in advance that exceeds the amount lawfully retained under clause 8.4 will be refunded.
8.6 Where an engagement requires substantial preparation or advance commitment, a specific cancellation schedule may be included in the relevant quotation or service agreement, provided the term is transparent, proportionate and otherwise lawful.
9. Deposits and advance payments
9.1 For customised training and commissioned professional services under clause 8, CoPA’s standard booking arrangement is a 25% deposit on acceptance of the engagement, credited toward the total fee, with the remaining balance due 7 days before scheduled delivery unless otherwise agreed in writing.
9.2 For engagements involving substantial advance preparation, travel, venue costs, external suppliers or other material commitments, a higher deposit or staged payment arrangement may be specified in the accepted quotation, Service Agreement or Engagement Terms. Alternative payment terms may also be agreed with organisations operating under approved procurement or accounts-payable arrangements.
9.3 Any deposit or advance payment may be applied toward Services already supplied, work already undertaken, professional time reasonably reserved or committed and unable to be reallocated, reasonable preparation or administration costs, non-recoverable third-party expenditure, and other amounts lawfully retainable under clause 21. A deposit is not automatically forfeited merely because an engagement is cancelled.
10. Packages and multi-session arrangements
10.1 Where a Purchaser discontinues a multi-session package before completion, any eligible refund for unused sessions will be calculated on a pro-rata basis using the per-session rate applicable to the package at the time of purchase.
10.2 Sessions already delivered, and sessions properly charged under the applicable cancellation provisions, are treated as used and are not included in the refundable balance. Any other amount retained must comply with clause 21 and applicable law.
10.3 Package-specific terms may address scheduling, expiry or other administrative conditions, but must be disclosed before purchase and must not retrospectively reprice completed sessions at the ordinary standalone rate solely because the package is discontinued early.
11. Travel, accommodation and third-party expenditure
11.1 Travel, accommodation, venue, catering, equipment or other third-party expenditure expressly included in an accepted quotation, proposal, Service Agreement or Engagement Terms is taken to be approved and may be booked by CoPA without further client approval.
11.2 A material third-party cost outside the accepted scope requires the Purchaser’s written approval before CoPA incurs it. Where the Purchaser subsequently cancels, reasonable non-refundable or non-recoverable amounts already approved or included in the accepted engagement terms may be retained or charged subject to clause 21 and applicable law.
11.3 Participants attending public events are responsible for their own travel and accommodation unless expressly stated otherwise. Nothing in this clause limits any statutory entitlement to compensation or another remedy arising from a failure by CoPA to comply with an applicable legal obligation.
12. Online courses, recorded training and digital resources
12.1 Unless different terms are disclosed before purchase, CoPA’s voluntary change-of-mind refund option will ordinarily end when:
a. a downloadable resource is first downloaded or accessed;
b. recorded content is first accessed;
c. paid online course or digital program content is first accessed using the Purchaser’s login credentials or access rights; or
d. material prepared specifically for the Purchaser is supplied.
12.2 A cancellation request received before digital access or use has commenced may be considered for refund.
12.3 Clauses 12.1 and 12.2 apply only to change-of-mind requests and do not limit any remedy arising from a failure to comply with an applicable consumer guarantee or other legal obligation.
13. Access to online services
13.1 A Purchaser experiencing difficulty accessing an online Service or digital resource should notify CoPA as soon as reasonably practicable.
13.2 Where an access problem is attributable to CoPA or a platform used by CoPA to provide the Service, CoPA will take reasonable steps to restore access, provide alternative access, reschedule the affected Service or provide another remedy where required by law.
13.3 An access issue caused solely by the Purchaser’s device, software, internet connection or failure to satisfy clearly disclosed technical requirements will not ordinarily create an entitlement to a change-of-mind refund.
14. Purchaser-requested changes to tailored engagements
14.1 Where a Purchaser requests a material change to the date, delivery format, duration, location, participant numbers, scope or content of a customised engagement, CoPA may issue revised terms or fees before agreeing to the variation.
14.2 A requested variation may result in additional charges where it causes additional preparation or professional work, changes to travel or accommodation, cancellation or variation of venue or supplier arrangements, or other reasonable additional expenditure.
14.3 No additional fee will be imposed without prior notice to the Purchaser.
15. Cancellation, postponement or material change by CoPA
15.1 CoPA may cancel, postpone or reschedule a Service where reasonably necessary.
15.2 Where CoPA cancels a Service and cannot supply the contracted Service, the Purchaser will be offered rescheduling, transfer or another agreed alternative. Where an alternative is not accepted and the Purchaser is legally entitled to a refund, the applicable amount will be refunded.
15.3 Where CoPA makes a material change that substantially alters the nature of the Service purchased or materially affects a participant’s ability to attend, the Purchaser may request a transfer, credit or refund, subject to applicable law and the circumstances of the change.
15.4 A change of presenter, facilitator, session order, timing or program content will not ordinarily constitute a material change where the overall nature and substance of the Service remain materially the same. A named presenter, keynote speaker or specialist component will be treated as a material feature where the Service was substantially marketed or purchased on the basis of that person or component. If its removal substantially changes what was purchased, CoPA will consider an appropriate remedy having regard to applicable law.
16. Events outside reasonable control
16.1 Where performance is prevented or materially affected by circumstances beyond CoPA’s reasonable control, CoPA will consider whether the Service can reasonably be rescheduled, transferred, relocated, delivered by an alternative method or otherwise supplied.
16.2 Any entitlement to cancellation, refund, credit or other remedy in those circumstances will be determined by applicable law and any valid service-specific terms governing the engagement.
16.3 Nothing in this clause gives CoPA an unrestricted right to retain payment for a Service that is not supplied or otherwise limits rights that cannot lawfully be excluded.
17. Exceptional circumstances
17.1 CoPA may consider serious illness, bereavement, family emergency and other significant unforeseen circumstances when applying the change-of-mind and cancellation provisions of this Policy. Reasonable supporting information may be requested where necessary to assess the request.
17.2 A refund, credit, waiver of a cancellation amount or other concession that falls outside the standard operation of this Policy requires approval by all current directors of CoPA. Any approval must be recorded internally.
17.3 This clause does not affect any statutory entitlement or remedy required by law.
18. Incorrect, duplicate or unrecognised payments
18.1 A Purchaser should notify CoPA promptly if they believe a payment has been processed more than once, an incorrect amount has been charged, a payment has been allocated incorrectly, or a transaction is not recognised.
18.2 CoPA will investigate the transaction and rectify any payment error for which it is responsible.
19. Requests for cancellation, rescheduling, transfer, credit or refund
19.1 Requests should be submitted to Co-Parenting Australia at coparentingaustralia @ gmail .com.
19.2 The request should include, where available, the Purchaser’s name or organisation, the email address associated with the booking, the invoice, order or booking number, the relevant Service, the scheduled date, the outcome requested, and sufficient information to enable the request to be assessed.
19.3 CoPA may request reasonable additional information or proof of purchase where required to assess the request.
20. Approved refunds
20.1 Where a refund is approved or required, CoPA will ordinarily initiate the refund within 14 calendar days.
20.2 Refunds will ordinarily be returned to the original payment method where reasonably practicable.
20.3 Processing times after a refund has been initiated are subject to the relevant financial institution or payment provider.
20.4 Where the original payment method cannot reasonably be used, CoPA may contact the Purchaser to arrange an appropriate alternative.
21. Calculation of cancellation amounts and no double recovery
21.1 Any cancellation amount charged or retained by CoPA must be transparent, reasonably necessary to protect CoPA’s legitimate interests, connected to the circumstances of the cancellation, and no greater than the amount CoPA is lawfully entitled to recover or retain.
21.2 In determining an amount, CoPA may have regard to work already performed, professional time reserved and unable reasonably to be reallocated, reasonable non-recoverable third-party expenditure, costs and commitments directly attributable to the booking, and other loss reasonably resulting from the cancellation.
21.3 CoPA will not recover the same cost or loss more than once and will take reasonable account of costs avoided, amounts recovered from third parties and, where relevant, successful reallocation or resale of a cancelled booking.
21.4 On reasonable request, CoPA will provide sufficient information to explain the basis on which a material cancellation amount has been calculated.
22. Payment disputes and chargebacks
22.1 A Purchaser who does not recognise a transaction, believes an incorrect amount has been charged or disputes the supply of a Service should contact CoPA promptly so that the matter can be investigated.
22.2 Nothing in this clause restricts any lawful right to contact a financial institution, payment provider, consumer protection body or other competent authority.
22.3 Where a payment dispute or chargeback is lodged, CoPA may, subject to its Privacy Policy and applicable law, provide the relevant payment provider with transaction records, booking terms, evidence of acceptance, attendance or access records, and communications reasonably necessary to respond to the dispute.
23. Third-party platforms
23.1 Where a Service is booked or paid for through an authorised third-party platform, that platform may impose additional administrative, payment or refund terms.
23.2 Any third-party terms operate subject to applicable law and do not exclude rights that cannot lawfully be excluded.
24. Amendments and version control
24.1 CoPA may amend this Policy from time to time.
24.2 The version disclosed or incorporated when a booking or engagement is accepted will ordinarily continue to apply to that booking or engagement.
24.3 CoPA will retain reasonable internal records of material policy versions and will not retrospectively impose terms that unlawfully reduce rights applying to an existing purchase or engagement.
25. Contact
a. Co-Parenting Australia Ltd
b. Email: coparentingaustralia @ gmail .com
c. Website: coparenting.org.au