REFUND POLICY

3.1 Australian Consumer Law

Nothing in this Refund Policy excludes, restricts, or modifies any consumer rights under the Australian Consumer Law (ACL) that cannot be lawfully excluded. Where services fail to meet consumer guarantees, you may be entitled to remedies under the ACL.

3.2 Fair Treatment

We are committed to treating all families fairly and will consider individual circumstances where appropriate, while maintaining consistent policy application.

3.3 Processing Time

Approved refunds will be processed within 14-21 business days from the date of approval. Refunds will be returned to the original payment method unless otherwise agreed.

4.1 Seven-Day Cooling-Off Period

You may cancel enrolment within 7 days of enrolment and receive a full refund of all fees paid, provided:

• Classes have not yet commenced, OR
• No more than one class has been attended

4.2 How to Exercise Cooling-Off Right

To cancel under the cooling-off period:

• Submit written notice via email to the Centre Director
• Include student name, program details, and enrolment date
• Return any materials received (if applicable)

5.1 Program Fees

Term-based program fees are determined by:

• Student's year level (Years 1-10)
• Chosen academic program and subject selections

5.2 No Refunds After Program Commencement

Once a term-based program has commenced (after the cooling-off period), NO REFUNDS will be provided, regardless of:

• Number of classes attended
• Reason for withdrawal
• Student's academic performance or outcomes
• Personal circumstances (except as noted in Section 8)
• Student misconduct or behavioural issues

5.3 Rationale

This policy exists because:

• Class places are allocated based on enrolment and cannot be easily filled mid-term
• Resources and materials are prepared in advance for the entire term
• Teaching staff are scheduled for the full term based on confirmed enrolments
• Late withdrawals prevent other students from enrolling

6.1 Program Fees

Each holiday program has a specific fee that covers the duration and content of that particular program (e.g., NAPLAN preparation, OC/Selective preparation, Code to AI workshops).

6.2 No Refunds After Program Commencement

Once a holiday program has commenced (after the cooling-off period), NO REFUNDS will be provided, regardless of:

• Number of sessions attended
• Reason for withdrawal
• Student's performance or outcomes
• Personal circumstances (except as noted in Section 8)

6.3 Intensive Nature of Holiday Programs

Holiday programs are intensive, short-duration programs with limited spots. The compressed timeframe and specialised content make it particularly important that enrolments are firm commitments.

7.1 Student Absences - Term-Based Programs

If a student misses a class in a term-based program, we will offer a makeup class if and only if we have the same class scheduled for another time with available capacity.

Makeup classes are subject to:

• Availability of the same class content at another time
• Space availability in the alternative class
• Centre Director approval
• Advance notice of absence where possible

7.2 No Guarantee of Makeup Classes

We do not guarantee that makeup classes will be available. If no suitable makeup class is available, no refund or credit will be provided for missed classes.

7.3 Holiday Programs - No Makeup Classes

Makeup classes are generally not available for holiday programs due to their intensive, short-duration nature. No refunds will be provided for missed sessions.

7.4 Requesting Makeup Classes

To request a makeup class (term-based programs only):

• Contact the Centre Director as soon as possible
• Provide student name and missed class details
• We will advise if a suitable makeup class is available

8.1 Medical or Compassionate Grounds

In exceptional circumstances, we may consider partial refunds or credits at our sole discretion for withdrawals due to:

• Serious medical conditions preventing ongoing attendance (medical certificate required)
• Significant family emergencies
• Permanent relocation due to unforeseen circumstances

Process:

• Submit written request with supporting documentation to the Centre Director
• Each case will be reviewed individually on its merits
• Decision will be communicated within 7 business days
• All decisions are final and at MeritVy's sole discretion

8.2 No Refunds For

Refunds or credits will NOT be considered for:

• Student's academic performance, progress, or exam results
• Student not being selected for OC/selective schools
• Student misconduct or behavioural issues leading to termination
• Dissatisfaction with teaching methods, content, or teachers
• Schedule conflicts or other personal commitments
• Change of mind after the cooling-off period has expired

9.1 Program Cancellation Before Commencement

If MeritVy cancels a program before it commences:

• Full refund of all fees paid
• Alternative program options may be offered

9.2 Individual Class Cancellations

If individual classes are cancelled by MeritVy:

• Makeup class will be scheduled, OR
• Pro-rata credit applied to account for future use
• No cash refund for individual class cancellations

9.3 Program Discontinuation Mid-Term

If MeritVy discontinues a program after it has commenced:

• Pro-rata refund for undelivered classes
• Transfer to alternative program or Centre location may be offered

10.1 Unavoidable Circumstances

In cases of force majeure (natural disasters, pandemics, government restrictions, etc.), MeritVy will make reasonable efforts to continue services via alternative delivery methods such as online classes.

10.2 Online Delivery Substitution

Transition to online delivery does not entitle students to refunds. Online classes are considered equivalent delivery of the enrolled service.

10.3 Extended Centre Closure

If MeritVy is unable to deliver services (in-person or online) for an extended period due to force majeure:

• Account credits for future use, OR
• Pro-rata refund for undelivered classes
• Specific policies will be communicated based on the circumstances

11.1 How to Request a Refund

To request a refund (only applicable during cooling-off period or exceptional circumstances):

• Submit written request via email to the Centre Director
• Include: Student name, enrolment details, program type, reason for request, supporting documents (if applicable)
• Await acknowledgment and decision

11.2 Processing Timeline

• Acknowledgment: Within 2 business days
• Decision: Within 7 business days
• Refund processing (if approved): Within 14-21 business days

12.1 Australian Consumer Law

Under the Australian Consumer Law, you have rights to services provided with due care and skill, fit for purpose, and delivered within a reasonable time. If we fail to meet these consumer guarantees, you may be entitled to remedies including refunds or compensation.

12.2 Consumer Protection Contact

For consumer rights information or complaints:

Australian Competition and Consumer Commission (ACCC) Website: www.accc.gov.au Phone: 1300 302 502