REFUND POLICY
Definitions
- Administration Fee (for Refunds) refer to a fee charged to cover the administrative costs involved in processing a refund request.
- Agreed Course Package Commencement Date refers to the commencement date of the first course in the course package.
- Course Package refers to a sequence of one or more courses listed in the Letter of Offer. If only one course is listed, the course package refers to that single course.
- Enrolment Fee means a one-time fee paid at the time of enrolment to cover the administrative costs of processing a student’s application and creating an offer.
- Course Fees refer to the sum of tuition fees and non-tuition fees.
- Materials Fee means a fee charged to cover the cost of materials for a course, such as learner guides, uniforms, toolkits, ingredients for recipes, arts and crafts, software, or equipment used during training.
- Overseas Student Health Cover (OSHC) Fee refers to the fee overseas students pay for health insurance while studying in Australia.
- Overseas student means a person (whether within or outside Australia) who holds a student visa.
- Tuition Fees refer to fees VIA receives, directly or indirectly, from student or intending student; or another person who pays the fees on behalf of the student or intending student that are directly related to the provision of a course that the VIA is providing, or offering to provide, to the student including for lectures, tutorials, tutoring sessions, training, excursions, fieldwork, practicals, assessment simulations that form part of a course.
- Non-tuition Fees refer to any fees received by VIA—either directly from a student or intending student, or indirectly from another person on their behalf—that are not related to tuition. These fees may include, but are not limited to: enrolment fees, materials fees, OSHC fees, accommodation arrangement fees, fees for processing special requests (e.g., credit transfer applications) and other administrative or support services not classified as tuition.
- VIA refers to Cachet Training Pty Limited, trading as VIA Education and VIA Hospitality Institute.
- Written Agreement is a formal document entered into between VIA and the student prior to or at the time of enrolment. For providers delivering courses to overseas students, this agreement is a mandatory requirement under Standard 3 of the National Code 2018. It includes Letter of Offer, and Terms and Conditions.
Refunds of non-tuition fees
- Enrolment Fee is non-refundable.
- OSHC (if paid to VIA) and Materials Fee become non-refundable once the Course Package has commenced.
Refunds – Student Default before Agreed Course Package Commencement Date
| Event | Refund |
|---|---|
| Student submits a written request to withdraw from their course package more than 28 calendar days before the Agreed Course Package Commencement Date. A deferral of the Course Package Commencement Date does not extend the original refund eligibility period. | 75% of total tuition fees paid in advance for each and every course in the course package less $300 Administration Fee. |
| Student submits a written request to withdraw from their course package between 1 and 28 calendar days before the Agreed Package Commencement Date. A deferral of the commencement date does not extend or alter the original refund eligibility period. | 50% of total tuition fees paid in advance for each and every course in the course package less $300 Administration Fee. |
| An overseas student submits a written request to withdraw from their course package before the Agreed Course Package Commencement Date due to their student visa application refusal. Official evidence of the student visa application refusal must be provided. | Full refund of course fees paid in advance less $500 or 5% fees paid (whichever is lesser). |
Refunds – Student Default after Agreed Course Package Commencement Date
| Event | Refund |
|---|---|
| Student submits a written request to withdraw from the course package on or after the Agreed Course Package Commencement Date. | No refund of any fees paid in advance. |
| An overseas student submits a written request to withdraw from the course package after the Agreed Course Package Commencement Date due to their student visa application refusal. | Refund of unspent tuition fees less $300 Administration Fee. Calculation of unspent tuition fees is in accordance with the Education Services for Overseas Students (Calculation of Refund) Specification 2014 |
| Student does not start the course package on the Agreed Course Package Commencement Date and has not previously withdrawn | No refunds of any fees paid in advance. |
| An overseas student submits a written request to withdraw from the course package due to student visa cancellation. | No refunds of any fees paid in advance |
| VIA refuses to provide, or continue providing, due to student’s unpaid fees, breach of student visa conditions (for overseas students), breach of the Written Agreement, breach of VIA’s policies and procedures or misbehaviour | No refunds of any fees paid in advance |
Refunds – Provider Default
| Event | Refund |
|---|---|
| In the unlikely event that VIA is unable to deliver the Course Package. | VIA will refund any unspent tuition fees. Alternatively, and only with the student’s written agreement, the student may be placed in a suitable alternative course. Calculation of unspent tuition fees is in accordance with the Education Services for Overseas Students (Calculation of Refund) Specification 2014 |
| In the unlikely event VIA is unable to provide a refund or place the student in an alternative package (applicable for overseas students on student visas only) | The Australian Government's Tuition Protection Service (TPS) will either find a suitable alternative placement or refund the unspent tuition fees. Calculation of unspent tuition fees is in accordance with the Education Services for Overseas Students (Calculation of Refund) Specification 2014. Role of TPS The TPS will use an online placement service to give the student all the information they need so they understand their options and can choose an alternative course that best suits them. If a student is unable to find a suitable alternative course, the TPS will refund the tuition fees that have been paid, for the part of the course that they have not yet received. |
Refund Processing Timeframes
- In the case of provider default, any refund due will be processed within 14 calendar days from the default day (provider obligation period).
- In the case of overseas student default due to visa refusal, any refund due will be processed within 4 weeks from the default day (provider obligation period). In this case, VIA will also provide a notice of discharge of obligations to ESOS agency and TPS director within 7 days after the end of the provider obligation period.
- In the case of other student defaults, any refund due will be processed and paid within 4 weeks from the date VIA receives the completed refund application and all required supporting evidence (provider obligation period).
Requesting Refund
Students can request a refund by submitting a singed Refund Request Form, which is available from VIA’s Reception (Level 4, 565 George St, Sydney NSW 2000) or by emailing info@via.edu.au. The completed application must be accompanied by all relevant supporting evidence.
Appeals
Students have the right to appeal any decision made by the VIA. Please refer to the Complaints and Appeals Policy.
This written agreement, and the right to make complaints and seek appeals of decisions and actions under various processes, does not affect the rights of the student to take action under the Australian Consumer Law if the Australian Consumer Law applies.