Refund & Cancellation Policy

1. Purpose

This policy outlines the terms governing cancellations, rescheduling and refunds for services delivered by Ergomazing Pty Ltd trading as Trust Culture.

2. Confirmation of booking

A service agreement and invoice will be issued upon confirmation of a training engagement.

Preferred dates may be tentatively reserved for up to 14 days unless otherwise agreed in writing. Bookings are confirmed upon receipt of payment or written acceptance of agreed terms.

Once a booking is confirmed, this policy applies.

3. Australian Consumer Law

Nothing in this policy excludes, restricts or modifies any rights you may have under the Australian Consumer Law (ACL).

Our services come with guarantees that cannot be excluded under the ACL, including that services will be provided with due care and skill and be reasonably fit for the agreed purpose.

Where services fail to meet applicable consumer guarantees, remedies will be provided in accordance with the ACL.

4. Cancellations by the client

Notice requirements

Cancellations must be provided in writing to
[email protected].

• 14 days or more before the scheduled training date: full refund of training fees.
• Between 7 and 13 days before the training date: 50% of the training fee is payable.
• Less than 7 days before the training date: full training fee is payable.

Cancellation fees represent a genuine pre-estimate of the costs and losses likely to be incurred by Trust Culture if a confirmed booking is cancelled, including preparation time, administrative effort and loss of opportunity to secure alternative bookings.

Non-refundable costs

Where travel, accommodation or venue costs have been incurred and are genuinely non-refundable, these costs will be payable in addition to any applicable cancellation fee. Such costs will be itemised upon request.

5. Rescheduling by the client

Clients may request to reschedule with at least 7 days’ written notice.

Requests made less than 7 days prior to delivery may be treated as a cancellation unless otherwise agreed.

Where reasonable administrative or logistical costs are incurred due to rescheduling, a fee may apply.

6. Cancellations by Trust Culture

Trust Culture may reschedule or cancel a session due to circumstances beyond reasonable control, including facilitator illness, technical disruption or force majeure events.

In such circumstances, clients will be offered either:

• A rescheduled session at no additional cost; or
• A refund of fees paid for the affected session.

7. Online training

Online training is subject to the same cancellation timeframes.

Clients are responsible for ensuring appropriate technology and internet access. Refunds will not be provided for technical issues arising from the client’s systems unless required by law.

8. Refund processing

Approved refunds will be processed within 14 business days of confirmation.

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

9. Circumstances where remedies may not apply

Subject to the Australian Consumer Law, remedies may not apply where:

• A client changes their mind.
• A client requests delivery outside the agreed scope of services.
• A client fails to communicate relevant requirements or constraints.
• Dissatisfaction arises from factors outside Trust Culture’s reasonable control.

This section does not limit statutory rights under the ACL.

10. Separate agreements

Where a written service agreement exists, the terms of that agreement prevail to the extent of any inconsistency.

11. Amendments

This policy may be updated from time to time. Updated versions will be published on our website.

Continued bookings following publication of changes indicate acceptance of the revised policy.

12. Contact

If you have questions regarding this policy, please contact:
[email protected]