Learn how to cancel or change your booking and understand our cancellation policies.
How to Cancel or Change Your Booking
- Public Courses: Email us at support@realresponse.com.au to cancel or change your booking for a public course. Follow the links below for related terms and timeframes:
- Private Group Bookings: Please fill out this form to cancel or change a private group booking. Follow the links below for related terms and timeframes:
💡 Need Help?
If you have any questions or need assistance, please contact us at support@realresponse.com.au or call 1300 744 980 during business hours.
Note: All policies are subject to change. Please refer to the most recent version of this document for current terms and conditions.
Cancelling or Moving a Course
We understand that there are times when training may need to be cancelled or changed. While extenuating circumstances can mean this happens suddenly, making changes at short notice can be challenging due to scheduling commitments, trainer availability, and resource allocation. If you need to change or cancel a course, it’s best to do so with as much notice as possible. Early notification helps us accommodate your needs and ensures a smooth experience for all participants.
Public Basic First Aid Courses
(Public Face to Face HLTAID009, HLTAID011, HLTAID012, UETDRRF004 / UETDRMP007, UETDRMP010)
| Time Before Course Start | Refund Policy | Date Change Policy |
|---|---|---|
| More than 7 days | Full refund | Date change at no charge |
| Between 48 hours and 7 days | 50% refund | Date change at no charge |
| Less than 48 hours | No refund, fees forfeited | No date change, fees forfeited & new booking required |
Terms and Conditions
- One Free Date Change: You are allowed one free date change if you meet the conditions above. You must provide the new course date when requesting the change. Once you have changed your course date, you cannot receive a refund.
- Cooling-Off Period: You have 24 hours after booking confirmation to cancel without penalty
- Completing Online Assessments: We will inform you by email if online assessments are required for your course. Online work must be completed before the course date, if not completed:
- You will fail the training.
- No refund or date change will be offered.
- Policy Exceptions: Any exceptions to these policies, including refunds, date changes, or special arrangements, are at the sole discretion of Real Response management.
Other Public Courses
(Including but not limited to: Public Virtual HLTAID009, HLTAID011, HLTAID012, Public Face to Face HLTAID013, HLTAID014, HLTAID015, HLTAID016, HLTSS0068, PUAEME008, SMHFA)
| Time Before Course Start | Refund Policy | Date Change Policy |
|---|---|---|
| More than 14 days | Full refund | Date change at no charge1 |
| Between 5 and 14 days | 50% refund | |
| Between 48 hrs and 5 days | No Refund | Date change at 50% of course fee payable |
| Less than 48 hrs | No refund, fees forfeited | No date change, fees forfeited & new booking required |
Terms and Conditions
- One Free Date Change: You are allowed one free date change if you meet the conditions above. You must provide the new course date when requesting the change. Once you have changed your course date, you cannot receive a refund.
- Cooling-Off Period: You have 24 hours after booking confirmation to cancel without penalty. Please note equipment delivery exceptions below.
- Completing Online Assessments: We will inform you by email if online assessments are required for your course. Online work must be completed before the course date, if not completed:
- You will fail the training.
- No refund or date change will be offered.
- Equipment Delivery Fees for Virtual Courses: If you cancel, reschedule, or provide an incorrect address before the equipment has been sent, no fee will be charged. However, if the equipment has already been sent, the equipment fee is non-refundable, and additional shipping costs will apply.
- Policy Exceptions: Any exceptions to these policies, including refunds, date changes, or special arrangements, are at the sole discretion of Real Response management.
Private Courses (Standard Booking)
| Time Before Course Start | Refund Policy | Date Change Policy |
|---|---|---|
| More than 21 days | Full refund | Date change at no charge |
| Between 7 and 21 days | Deposit retained or 40% of minimum course fee | Deposit retained or 40% of minimum course fee |
| Less than 7 days | No refund; total course cost payable | No refund; total course cost payable |
Terms and Conditions
- Credit and Rebooking Time Limit: You have 6 months from your original course date to use any credit or to rebook your course. After 6 months, any unused credit will expire, and no refunds will be given.
- Changing Attendee Numbers: You will be charged the minimum rate quoted at the time of booking, even if fewer people attend than expected.
- Completing Online Assessments: We will inform participants by email if online assessments are required for their course. Online work must be completed before the course date, if not completed:
- They will fail the training.
- No refund or date change will be offered.
- Deposit Retention: If a deposit has not been paid, 40% of the minimum course fee will be payable if you cancel within this period.
- Equipment Delivery Fees for Virtual Courses: If you cancel, reschedule, or provide an incorrect address before the equipment has been sent, no fee will be charged. However, if the equipment has already been sent, the equipment fee is non-refundable, and additional shipping costs will apply.
- Non-Refundable Travel Expenses: If we have incurred non-refundable travel expenses for your booking, you will need to pay these costs in addition to any deposit if you cancel or change your booking.
- Policy Exceptions: Any exceptions to these policies, including refunds, date changes, or special arrangements, are at the sole discretion of Real Response management.
- Client Agreements: If you have a specific agreement with us, the terms in that agreement will apply.
Private Courses (Complex Booking)
| Time Before Course Start | Refund Policy | Date Change Policy |
|---|---|---|
| More than 30 days | Full refund | Date change at no charge |
| Between 14 and 30 days | Deposit retained or 40% of minimum course fee | Deposit retained or 40% of minimum course fee |
| Less than 14 days | No refund; total course cost payable | No refund; total course cost payable |
Terms and Conditions
- Complex Bookings: A private course will be labelled as “complex” at the time of booking due to special arrangements, extra equipment, or custom content. The above time frames apply as well as any other terms and conditions agreed to at the time of booking.
- Credit and Rebooking Time Limit: You have 6 months from your original course date to use any credit or to rebook your course. After 6 months, any unused credit will expire, and no refunds will be given.
- Changing Attendee Numbers: You will be charged the minimum rate quoted at the time of booking, even if fewer people attend than expected.
- Completing Online Assessments: We will inform participants by email if online assessments are required for their course. Online work must be completed before the course date, if not completed:
- They will fail the training.
- No refund or date change will be offered.
- Deposit Retention: If a deposit has not been paid, 40% of the minimum course fee will be payable if you cancel within this period.
- Equipment Delivery Fees for Virtual Courses: If you cancel, reschedule, or provide an incorrect address before the equipment has been sent, no fee will be charged. However, if the equipment has already been sent, the equipment fee is non-refundable, and additional shipping costs will apply.
- Non-Refundable Travel Expenses: If we have incurred non-refundable travel expenses for your booking, you will need to pay these costs in addition to any deposit if you cancel or change your booking.
- Policy Exceptions: Any exceptions to these policies, including refunds, date changes, or special arrangements, are at the sole discretion of Real Response management.
- Client Agreements: If you have a specific agreement with us, the terms in that agreement will apply.
If Real Response Cancels a Course
At times, it may be necessary for us to cancel courses due to trainer availability, scheduling conflicts, or extenuating circumstances. In these situations, the following timeframes and terms apply.
Public Courses
| Time Before Course Start | Options |
|---|---|
| More than 48 hrs | Reschedule your training to a new date |
| Less than 48 hrs | Reschedule and receive a 50% refund- Or cancel for full refund |
Terms and Conditions
- Our Commitment: We will offer a full refund of any fees you have paid.
- Limitations: We will not cover any additional costs you may have incurred (e.g., travel, accommodation).
- Credit and Rebooking Time Limit: You have 6 months from your original course date to use any credit or to rebook your course. After 6 months, any unused credit will expire, and no refunds will be given.
Private Courses
| Time Before Course Start | Options |
|---|---|
| Any time before the course start | We will work with you to reschedule the training to a suitable date |
Terms and Conditions
- Our Commitment: We will offer a full refund of any fees you have paid if rescheduling is not possible.
- Limitations: We will not cover any additional costs you may have incurred.
- Credit and Rebooking Time Limit: You have 6 months from your original course date to use any credit or to rebook your course. After 6 months, any unused credit will expire, and no refunds will be given.