Return, Refund, and Cancellation Policy

Effective Date: 26-Aug-2025

This Return, Refund, and Cancellation Policy ("Policy") applies to all consultancy, training, evaluation, and related services provided by TRACTUUM IMPACT MANAGEMENT SOLUTIONS PTY LTD ("Tractuum", "we", "our", or "us").

Our consultancy business provides professional advice, interactive workshops, live and pre-recorded online courses and downloadable digital courses (collectively, “Services”). We aim to treat our customers fairly while complying with the Australian Consumer Law (ACL). This policy explains when refunds are available, how cancellations are handled and the process for requesting a remedy.

1. Your consumer rights under Australian law
   Under the ACL consumers receive automatic guarantees when buying products or services. These guarantees cannot be excluded by any policy or contract. In particular:
   • Services - We must deliver services with due care and skill, make sure they are fit for any purpose agreed with you and provide them within a reasonable time. If our Services have a major problem (for example, they are unsafe, very different from the description or not fit for purpose), you may cancel the contract and receive a refund for the unused portion of the service. For minor problems, we will correct the issue within a reasonable time or offer an alternative remedy.
   • Digital products - Downloadable digital courses cannot be returned in the ordinary sense, but they are still covered by the ACL. Refunds may be offered only when you cannot download the product, it does not function as described or it fails to meet consumer guarantees. You may be asked to provide evidence of the problem and must notify us within the timeframes set out below.
   • Change of mind - We are not legally required to provide refunds if you simply change your mind or you no longer require the Service. Signs or policies that claim “no refunds” are unlawful, however we reserve the right to decline refunds for change-of-mind purchases.
2. General return & refund principles
   • Transparent terms - Our refund and cancellation terms are provided at the time of booking or purchase. By proceeding with a payment, you confirm you have read and accepted these terms.
   • Evidence of purchase - To request a refund, you must provide proof of purchase (order confirmation, receipt or invoice). Without proof of purchase, refunds may be refused.
   • Method of refund - Approved refunds are processed via the original payment method unless we agree otherwise.
   • Administration fee - If we are not legally required to issue a refund (e.g., change-of-mind cancellations), we may deduct an administration fee that reflects reasonable costs incurred. No fee will be charged where consumer guarantees require a refund.
   • Timeframes - We aim to assess refund requests within 5 business days and, if approved, process refunds within 10 business days. Delays may occur due to bank processing times.
3. Consulting and advisory sessions
   3.1 Booking cancellations or rescheduling
   
   • Notice period: You may cancel or reschedule a consultation by emailing us at least 48 hours before the scheduled start time. With adequate notice, you may either:
     • receive a full refund (minus any transaction fee charged by our payment processor) or
     • reschedule once at no additional cost.
   • Late cancellations (less than 48 hours): Because late cancellations leave us little opportunity to fill the appointment, a 50 % cancellation fee may apply. You may still reschedule once within 30 days if the new time is available. Failure to attend a rescheduled session counts as a completed booking and is non-refundable.
   • No-show: If you fail to attend without notice or arrive more than 15 minutes late, the session will be deemed delivered. No refund or reschedule will be provided.
   • Our cancellations: If we must cancel or reschedule your session (for example, due to illness, emergencies or technical issues), we will offer you another appointment time. If no suitable time is available, we will refund the session fee in full.
   3.2 Service quality issues
   

   If you believe the advice session was not delivered with due care and skill or did not meet a purpose we agreed upon, please contact us within 7 days of the session. We may offer an additional consultation at no charge or a partial refund consistent with the extent of the issue.

4. Workshops (in-person or virtual)
   4.1 Participant cancellations
   
   • More than 14 days before the workshop: You may cancel your booking at least 14 days before the scheduled start date to receive a full refund less a $50 administrative fee to cover booking and preparation costs.
   • 7-13 days before: If you cancel between 7 and 13 days before the workshop, you may receive a 50 % refund or transfer your booking to another workshop date (subject to availability). Transfers must be requested at the time of cancellation.
   • Less than 7 days: Cancellations within 7 days of the workshop start date are non-refundable because materials, venues and facilitators have already been secured. You may nominate another person to take your place at no additional cost, provided you notify us in writing.
   4.2 Event cancellation or changes by us
   

   We reserve the right to reschedule or cancel a workshop due to insufficient enrolments, facilitator illness or other circumstances beyond our control. If this occurs, we will give you as much notice as possible and provide either:

   • a place in an equivalent workshop at a later date; or
   • a full refund of the fees paid, at your choice.
   4.3 Workshop quality issues
   

   If a workshop is not delivered with acceptable care and skill or fails to meet a stated outcome, you may be entitled to a remedy. Please notify us within 7 days of the workshop's conclusion, provide details and, where appropriate, we will offer another session, a partial refund or other solution consistent with the ACL.

5. Online courses and digital courses
   5.1 Enrolment and access
   

   When you enrol in a live or pre-recorded online course or purchase a digital course, you obtain a non-transferable licence to access the content for personal use. Sharing login details or distributing course materials to others is prohibited.

   5.2 Refunds for online courses (live cohorts)
   
   • Withdrawal prior to course commencement: If you withdraw 7 days or more before the first live session, we will refund your course fee minus a $50 administrative charge. Withdrawals less than 7 days before commencement are non-refundable, but you may transfer to a future cohort if available.
   • After course commencement: Once a live course has begun, refunds are only available if we fail to deliver a major component of the course or if there is a major problem with the service (e.g., a promised module is not delivered). In such cases, we will offer a pro-rata refund or transfer to a future course.
   5.3 Refunds for digital courses (downloadable or on-demand)
   
   • Change of mind: Because digital products cannot be physically returned, we do not offer refunds once access has been provided or downloads have commenced. Please choose carefully before purchasing.
   • Access issues or faulty files: If you cannot download or access the digital material, or if the content does not match its description, notify us within 14 days of purchase with evidence (screenshots or error messages). We will attempt to resolve the issue by providing alternative download links or formats. If the problem cannot be rectified, we will provide a refund or replacement.
   • Time-limited refunds: Requests made after 14 days from purchase may not be honoured unless required by the ACL.
6. Process for requesting a refund, reschedule or cancellation
   • Contact us - Send your request by email to admin@tractuum.com.au or via the contact form on our website. Include your full name, order number, date of purchase, the Service purchased and the reason for the request.
   • Supporting information - For digital product issues, attach evidence (e.g., screenshots or error messages). For service quality issues, explain how the Service did not meet the guarantees of due care, skill, fitness for purpose or reasonable time.
   • Assessment - We will acknowledge receipt of your request within 2 business days. We may contact you for additional information or to arrange a suitable remedy.
   • Administration fee - If we are not legally required to issue a refund (e.g., change-of-mind cancellations), we may deduct an administration fee that reflects reasonable costs incurred. No fee will be charged where consumer guarantees require a refund.
   • Outcome - Once a decision is made, we will provide written confirmation of the remedy (refund, replacement, reschedule or partial refund) and any applicable administrative fees. If you are not satisfied with our response, you may seek assistance from your local consumer protection agency (e.g., the ACCC or Queensland Office of Fair Trading).
7. Fairness, discretion and good will
   Our aim is to be fair and reasonable. We may choose to waive cancellation fees or offer a refund in circumstances not strictly required under the ACL (e.g., serious illness or compassionate grounds). Each request will be considered on a case-by-case basis.
8. Updates to this policy
   We may update this policy to reflect changes in the law or our business practices. The latest version will always be available on our website. Your continued use of our Services after any update constitutes your acceptance of the amended policy.
9. Contact Us
   If you have any questions regarding this Policy, please contact us at:
   TRACTUUM IMPACT MANAGEMENT SOLUTIONS PTY LTD
   Email: admin@tractuum.com.au
   Address: PO Box 904 Booval QLD 4304