Refund Policy

1. Your statutory rights come first

Nothing in this policy excludes, restricts or modifies any consumer guarantee or remedy that cannot lawfully be excluded. A course service must be provided with due care and skill, be fit for any agreed purpose and be supplied within the agreed or a reasonable time.

If a service has a major problem, you may be entitled to cancel and receive a refund for the part not properly provided, or keep the service and receive an appropriate reduction. If a problem is minor, LOOK4 will first have a reasonable opportunity to correct it. Other remedies may apply depending on the circumstances.

2. If LOOK4 cancels or materially changes a course

If LOOK4 cancels a course before it starts, you may choose a full refund of the amount paid or a transfer to another available cohort.

If we make a material change after enrolment, such as a change that substantially alters the agreed service, we will notify you promptly. Where required, we will seek your agreement to continue or provide a refund for the affected unused service.

3. Change-of-mind requests

Australian Consumer Law does not generally require a refund where a service was supplied as described and the student simply changes their mind. LOOK4 nevertheless offers the following goodwill options for standard scheduled courses:

• seven or more calendar days before the course start: request a full refund or transfer;
• between two and six calendar days before the course start: request one transfer to another available cohort at no transfer fee; and
• less than 48 hours before the course start or after the course has begun: no change-of-mind refund, although we may consider a transfer or other assistance for exceptional circumstances.

4. Missed sessions and student technical issues

A missed class, scheduling mistake or problem with a student's device or internet connection does not normally entitle the student to a refund where LOOK4 made the service available as agreed. Contact us promptly and we will explain any available catch-up, recording or cohort-transfer option.

Recordings are not guaranteed unless expressly included in the course description.

5. How to request a remedy, refund or transfer

Email us with the student's name, course and cohort, payment reference, reason for the request and the remedy sought. A parent or guardian should make the request for a student under 18.

We may request reasonable information needed to assess the request. We aim to acknowledge requests promptly and communicate the outcome within 10 business days.

6. Approved refunds

Approved refunds will normally be returned through the original payment method unless another method is agreed or required. Processing time after approval may depend on the bank or payment provider.

A refund required by law will not be reduced by a term in this policy. For an approved voluntary change-of-mind refund, the refund is based on the amount actually paid.

7. Exceptional circumstances

We may consider illness, bereavement or another serious circumstance on a case-by-case basis. We may ask for reasonable supporting information while respecting privacy and collecting only what is necessary.

8. Contact and unresolved concerns

Contact LOOK4 first so we can try to resolve the issue. You may also have rights to contact the consumer affairs or fair trading body in your state or territory. The Australian Competition and Consumer Commission provides general information about consumer guarantees but does not resolve individual disputes.