03/06/2026 - Last Updated
Payments, Cancellations and Refunds Policy
This policy outlines the payment terms, cancellation conditions, rescheduling arrangements, and refund procedures for training and consultancy services delivered by Helios Training.
This policy applies to all individuals, employers, organisations, and third-party clients engaging services with Helios Training.
1. Purpose
2. Payment Terms
2. Payment Terms
2.1 Individual Bookings
Students or participants booking training on their own behalf will be issued an invoice at the time of booking.
Bookings are considered a “Tentative Booking” until:
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all required enrolment documentation has been completed and submitted; and
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full payment has been received.
Once these requirements have been met, the booking becomes a “Final Booking”.
Helios Training reserves the right to cancel tentative bookings where required documentation or payment has not been received prior to course commencement.
2.2 Company and Corporate Bookings
Companies booking training for employees or contractors will be issued an invoice upon booking.
Bookings remain tentative until:
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all required enrolment documentation has been submitted for each participant; and
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payment has been received, or approved account arrangements have been confirmed.
Organisations holding an approved credit account with Helios Training may confirm bookings through submission of a valid purchase order prior to training commencement.
2.3 Payment Requirements
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All invoices must be paid by the due date stated on the invoice unless otherwise agreed in writing.
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Certificates, Statements of Attainment, or other training outcomes may be withheld until all outstanding fees have been paid in full.
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Helios Training reserves the right to suspend or cancel training services for overdue accounts.
3. Cancellations, Rescheduling and Refunds
3.1 General Conditions
Refunds will only be paid to the individual or organisation who made the original payment.
Corporate clients may nominate substitute participants prior to course commencement, subject to course suitability and administrative requirements.
Additional charges may apply where changes require significant administrative processing or additional resources.
Circumstance
Cancellation or rescheduling more than seven (7) days prior to course commencement
Refund / Fee Outcome
Full refund less a $50 administration and processing fee
Cancellation less than seven (7) days prior to course commencement
Full refund less 25% of the course fee (minimum $50 administration fee applies)
Cancellation less than 48 hours prior to course commencement
Cancellation less than 24 hours prior to course commencement
No refund. 50% of course fee payable
Rescheduling less than seven (7) days prior to course commencement
No refund. 100% of course fee payable
Failure to attend scheduled training (“No Show”)
Original payment forfeited. Full payment required for the new booking
Commencing training but failing to complete assessment requirements
No refund. Full course fee payable
Scheduled course cancelled by Helios Training and unable to be rescheduled
No refund
Full refund
Failure to return from scheduled breaks during training
No refund. Participants may be excluded from training at trainer discretion
Participant unable to commence online or connected real-time training due to failure to meet required technical or enrolment requirements
No refund
4. Attendance and Participation Requirements
Participants are expected to:
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attend training punctually;
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return promptly from scheduled breaks; and
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participate in training and assessment activities respectfully and professionally.
Trainers may exclude participants from training where behaviour disrupts delivery, creates safety concerns, or prevents course requirements from being met.
No refunds will apply in these circumstances.
5. Reassessment Fees
Where reassessment is required following unsuccessful completion of assessment requirements, reassessment fees may apply.
Helios Training reserves the right to charge reassessment fees for:
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re-sitting National Assessment Instruments (NAIs);
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additional practical assessments;
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repeated theory assessments; or
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reassessment resulting from non-attendance.
Applicable reassessment fees will be advised prior to booking the reassessment session.
6. Refund Processing
Approved refunds will generally be processed within fourteen (14) business days using the original payment method where possible.
7. Complaints and Appeals
Any concerns regarding payments, cancellations, or refunds should be submitted in writing to Helios Training for review.
Helios Training is committed to resolving disputes fairly, transparently, and promptly.
8. Policy Review
This policy may be updated periodically to ensure compliance with operational requirements, industry expectations, and applicable regulatory standards.