This page describes how Toolkittrail handles refunds for billed programs. Your proposal, if you have one, prevails if it states a different commercial term. Statutory rights under the Australian Consumer Law are not excluded.
Eligibility
A refund may be available if we cancel a cohort, if we refuse to start because the named executive sponsor is absent, or if you withdraw in writing before the cooling period below. Dissatisfaction with the difficulty of rehearsal is not, by itself, a ground for a refund once sessions have begun.
Timeframe
Written withdrawal more than ten Queensland business days before the first live session of a cohort is eligible for a full refund of fees already paid for that cohort, minus any non-refundable items listed below. Withdrawal inside ten business days is eligible for a fifty percent refund of the cohort fee, unless we have already declined a waitlisted organisation on your behalf, in which case the remaining fifty percent is retained as a vacancy cost.
Full or partial refunds once work has started
If we pause the Scoreline Intensive because trusted weekly figures cannot be produced by week four, we refund the unused sessions on a simple eighths basis (eight sessions). Completed sessions are charged. Field Notes mornings that have already been delivered are not refundable. Retained Partner months that have started are not refunded; future unused months are not invoiced if you cancel with thirty days’ notice.
Non-refundable items
Travel booked at cost, venue hire placed in your name, and third-party catering are not refundable once committed. Custom printing of scoreline pads is not refundable after the print order is placed.
Process
Send a refund request to info@toolkittrail.digital with the invoice number, the program name, and the reason. We confirm receipt within two business days and give a decision within ten business days. If we agree, we process the refund to the original payment method.
Processing time and method
Bank transfers usually appear within five to ten business days after we instruct our bank. Card-acquired payments, if a proposal was paid that way offline, follow the card scheme’s timing. We do not refund in cash at the Mount Ommaney address.
Cancellation by us
If illness or a clash forces us to cancel and we cannot offer a dated alternative within eight weeks, you receive a full refund of fees paid for the cancelled work. You may instead accept a new date.
Exceptions
We may refuse a refund where materials were copied in breach of the licence, where attendance lists were falsified, or where the request is made after a certificate-style letter of attendance has been issued at your procurement team’s request. Those letters are administrative, not qualifications, and do not create a separate product.
Contact
Refund requests: info@toolkittrail.digital. Phone: (07) 3135 0486. Address as printed in the footer.