Refund Policy

Purpose

This policy establishes the framework for the administration of fees, refunds, cancellations, transfers, withdrawals, provider default, and student default at Swann College. The policy ensures transparency, consistency, fairness, and compliance with
the Standards for Registered Training Organisations (RTOs) 2025, the ESOS Act 2000, the National Code 2018, the Tuition Protection Service (TPS) requirements, the Australian Consumer Law, and applicable State and Commonwealth legislation.

Scope

This policy applies to Swann College in its capacity as a Registered Training Organisation (RTO). It applies to all domestic and international prospective and current students who have accepted the Swann College Terms and Conditions of Enrolment, students who have paid course fees and subsequently decide to withdraw or cancel their enrolment, as well as all staff, contractors, education agents, and third parties involved in enrolment, fee administration, student support, refunds, and complaints handling. This policy outlines the requirements and procedures for the management of tuition and non-tuition fees, charges, and refunds, including circumstances involving student default and provider default. It provides a framework for managing all fee-related matters associated with a student’s enrolment, educational experience, and learning environment at Swann College.
This policy must be made available to prospective and current students before they accept an offer of enrolment and remain accessible throughout their period of study to ensure they understand their rights and obligations regarding fees, refunds, and related processes.

Policy
Statement

Swann College is committed to complying with the applicable Standards for Registered Training Organisations (RTOs) 2025, including all relevant Standard Clauses governing the management of student fees, refunds, and related administrative processes. This commitment ensures that all policies, procedures, and practices are aligned with regulatory requirements, consistently applied across the organisation, and support transparency, accountability, and the protection of student rights throughout the enrolment and training lifecycle.

Policy
Principles

Swann College applies the following principles in relation to fees and refunds: Fees are fair, transparent, and aligned with market conditions and regulatory requirements. Students are fully informed of all financial obligations before enrolment. A binding financial agreement is formed upon acceptance of enrolment and initial deposit is paid. Fees must be paid in accordance with published payment terms or approved Access to services, including certification, is conditional upon payment of all outstanding fees. Students retain rights under Australian Consumer Law, which are not limited by this policy. Processes exist to manage grievances, disputes, and administrative errors relating to fees and refunds. Funding and subsidy arrangements are applied in accordance with government program rules.

Enrolment, Fee Disclosure and Refund Conditions (Types of Refund Scenarios)

Enrolment, Fee Disclosure and Refund Conditions

Fee Disclosure Requirements

Either before or at enrolment, students must be informed of all fees, charges, payment arrangements, and refund conditions. For international students, all fees, payment schedules, and payment methods are disclosed in the Letter of Offer (LoO).

Enrolment Agreement

Enrolment occurs when the student accepts and signs the Letter of Offer (LoO), which includes all fees and payment arrangements & pays the initial deposit. At this point, a binding financial agreement is formed, and the student becomes liable for all fees.

Provider Default and Tuition Protection Service (TPS)

In the event of provider default, the Tuition Protection Service (TPS) will ensure the refund of unspent tuition fees where Swann College is unable to deliver the course as outlined in the Letter of Offer. Refunds will be processed within two (2) weeks of the scheduled commencement date and do not require a written request.

Refund Application Requirements

All refund requests must be submitted using the official Refund Application Form, supported by relevant documentation. Applications must include:

• Student name
• Course commencement date
• Reason for cancellation
• Student Bank Details
  Enrolment Cancellation by Swann College
  Swann College may cancel enrolment where a student’s academic progress, attendance, or conduct does not meet required standards under the ESOS Act and related regulations.No refunds will apply in such circumstances.
  Transfers to Other Providers
  Transfers are managed in accordance with the ESOS Act 2000 and applicable regulatory requirements. Any financial adjustments will be processed in line with this policy.
  Government-Funded Training Programs
  Students enrolled in government-funded programs must meet all eligibility and participation requirements. Refund entitlements may vary depending on program rules (e.g., Smart & Skilled (NSW) and Skills SA (SA) or equivalent schemes).

Full Refund (College Default Cases)

A full refund of tuition fees paid will be issued if Swann College defaults due to:
Eligible circumstances:

a) Course not delivered due to regulatory sanctions imposed on Swann College
b) Course discontinued and the teach-out period has expired without student fault
c) The course does not commence on the agreed date, and the student cannot attend
the new commencement date
Processing time:

Refund issued within 28 days of refund application if refund is due to Non Provider default

Visa-Related Refund Rules

Visa Refusal – Offshore (Before Arrival)

• Refundable:-
• Full Prepaid tuition + Prepaid Material fees
• Non Refundable
• $400 Application Fee

Visa Refusal – Onshore (Before Study Commencement)

• Refundable:-
• Full Prepaid tuition + Prepaid Material fees
• Non Refundable:-
  o 400 Application Fee (initial/subsequent courses)
  o $400 COE cancellation fee per COE
  o Any Administration fee as per mentioned on offer letter
  *Non-Refundable charges will be deducted from the refundable fees
  If Prepaid amount is Less than the Non refundable charges then Student is Liable to
  pay the balance of the owed fees.
  If the study has commenced:
• No refund of:
  o Application fee
  o Prepaid Tuition fees
  o Prepaid Material fees
• For subsequent courses:
• Full prepaid tuition + Prepaid Material fees refunded
• Less:
  o $400 COE cancellation fee per COE
  If Prepaid amount is Less than the non-refundable charges then Student is Liable to
  pay the balance of the owed fees.
• Visa Cancellation Before Commencement
  No Student Default
  Full prepaid tuition + Prepaid Material fees refunded
• Less:
  o $400 Application Fee (initial/subsequent courses)
  o $400 COE cancellation fee per COE
  If the study has commenced:
• No refund of:
  o Application fee
  o Prepaid Tuition fees
  o Prepaid Material fees
• For subsequent courses:
  Full prepaid tuition + Prepaid Material fees refunded
• Less:
  o $400 COE cancellation fee per COE
  ***No Refund of Any Prepaid Fees if visa is cancelled for Student Default/Misleading
  Information
• Visa Cancellation During Study
• No Refund of Any Prepaid fees
  Student Withdrawal Before Commencement
• More than 10 weeks before the start
• Refundable:-
• Full Prepaid tuition + Prepaid Material fees
• Non Refundable:-
  o 400 Application Fee (initial/subsequent courses)
  o $400 COE cancellation fee per COE
  o Any Administration fee as per mentioned on offer letter
  *Non-Refundable charges will be deducted from the refundable fees
  If Prepaid amount is Less than the Non refundable charges then Student is Liable to
• pay the balance of the owed fees.
• Between 4–10 weeks before the start
• Refundable:-
• 70% of Prepaid tuition + Full Prepaid Material fees
• Non Refundable:-
  o 400 Application Fee (initial/subsequent courses)
  o $400 COE cancellation fee per COE
  o Any Administration fee as per mentioned on offer letter
  *Non-Refundable charges will be deducted from the refundable fees
  If Prepaid amount is Less than the Non refundable charges then Student is Liable to
  pay the balance of the owed fees.
• Less than 4 weeks before the start
• Refundable:-
• 50% of Prepaid tuition + Full Prepaid Material fees
• Non Refundable:-
  o 400 Application Fee (initial/subsequent courses)
  o $400 COE cancellation fee per COE
  o Any Administration fee as per mentioned on offer letter
  *Non-Refundable charges will be deducted from the refundable fees
  If Prepaid amount is Less than the Non refundable charges then Student is Liable to
  pay the balance of the owed fees.
• Less than 14 days before the start
  o No refund of any prepaid fees
  o 400 Application Fee (initial/subsequent courses)
  o $400 COE cancellation fee per COE
  o Any Administration fee as per mentioned on offer letter
  *Non-Refundable charges will be deducted from the refundable fees
  If Prepaid amount is Less than the Non refundable charges then Student is Liable to
  pay the balance of the owed fees
• On or After Commencement
  o No refund of any prepaid fees
  o 400 Application Fee (initial/subsequent courses)
  o $400 COE cancellation fee per COE
  o Any Administration fee as per mentioned on offer letter
  *Non-Refundable charges will be deducted from the refundable fees
• If Prepaid amount is Less than the Non refundable charges then Student is Liable to
• pay the balance of the owed fees
• Student non-commencement
• If the student does not start the course:
• o No refund of any prepaid fees
• o 400 Application Fee (initial/subsequent courses)
• o $400 COE cancellation fee per COE
• o Any Administration fee as per mentioned on offer letter
• *Non-Refundable charges will be deducted from the refundable fees
• If Prepaid amount is Less than the Non refundable charges then Student is Liable to
• pay the balance of the owed fees
• College-Initiated Cancellation (Student Fault)
• Swann College may cancel enrolment where a student’s academic progress,
• attendance, or conduct does not meet required standards
• If enrolment is cancelled due to:
• Misconduct
• Unsatisfactory academic progress
• Unsatisfactory attendance
  Then:
  o No refund of any prepaid fees
  o 400 Application Fee (initial/subsequent courses)
  o $400 COE cancellation fee per COE
  o Any Administration fee as per mentioned on offer letter
• All Non-Refundable and/or applicable charges will be deducted from the refundable
  fees If Prepaid amount is Less than the Non refundable charges then Student is Liable
  to pay the balance of the owed fees
  Visa Status Changes During Study
• Student becomes PR / Temporary Resident
  o No refund of any prepaid fees
  o 400 Application Fee (initial/subsequent courses)
  o $400 COE cancellation fee per COE
  o Any Administration fee as per mentioned on offer letter
  o All unpaid fee as per signed contract or agreement
  *All Non-Refundable and/or applicable charges will be deducted from the refundable
  fees ,If Prepaid amount is Less than the Non refundable charges then Student is Liable
  to pay the balance of the owed fees.

Fraud / Misrepresentation
If enrolment is cancelled due to:

• Fraudulent documents
• Misleading information
  Then:
  o No refund of any prepaid fees
  o 400 Application Fee (initial/subsequent courses)
  o $400 COE cancellation fee per COE
  o Any Administration fee as per mentioned on offer letter
  o All unpaid fee as per signed contract or agreement
  *All Non-Refundable and/or applicable charges will be deducted from the
  refundable fees ,If Prepaid amount is Less than the Non refundable charges
  then Student is Liable to pay the balance of the owed fees
  Agent Enrolments
• Students must claim refunds through their agent & refunds will be processed as per the policy outlined above
• Swann College will deduct the following where applicable:
   Agent fees
   Taxes deducted by agents
   Commissions & Bonuses paid to the agents
  Government-funded course
  o No refund of any Prepaid fees
  TPS (Tuition Protection Scheme)
  TPS applies where Swann College cannot deliver a course.
  Students may:
• Complete course with another provider OR
• Receive refund of unspent tuition fees
  Website: https://tps.gov.au

OTHER NON-REFUNDABLE FEES AND CHARGES FOR ALL

Item	Fee Type	Amount
Late Payment Fee Charges per Invoice	Admin Fee	$50.00 Per Week, Max $500
Deferral or suspension of course by student	Application Fee	$400.00
Change of course fee	Admin Fee	$400.00
Cancellation of COE	Admin Fee	$400.00 Each
Withdrawal from the course fee	Admin Fee	$400.00
Extension of Confirmation of Enrolment	Admin Fee	$400.00 Each
Re-enrolment in a unit of competency CERT III-Level	Tuition + Admin Fee	$350.00
Re-enrolment in a unit of competency CERT IV-Level	Tuition + Admin Fee	$450.00
Re-enrolment in a unit of competency Diploma & A.Diploma-Level	Tuition + Admin Fee	$550.00
One-on-one tuition will incur an additional cost per unit along with re-enrolment charges	Tuition Fee	$150.00
Credit Card payment surcharge	Bank Fee	2.00% of the payment amount
Document request Fee (5 working day turnaround)	Admin Fee	$50.00
Express Document request Fee (24 hours turnaround)	Admin Fee	$100.00
Re-issuance of academic transcript	Admin Fee	$100.00
Re-issuance of course completion letter	Admin Fee	$100.00
Reissuance of Statement of Attainment / or Testamur of qualification	Admin Fee	$200.00
Issuance of ID Card on Expiry (DPTI Card)	State Fee	$10.00
Re-Issuance ID Card Lost/Stolen (DPTI Card)	Admin Fee	$20.00
Change in Payment Plan	Admin Fee	$50.00 Per month

Policy
Procedure

Refund Request Procedure
Step 1: Submission
Student submits:

• Refund request via formal application
• Supporting documents (visa refusal, withdrawal notice, etc.)
  Step 2: Verification
  Administration checks:
• Enrolment status
• Payment history
• Visa documentation (if applicable)
• Course progress and timing of withdrawal
  Step 3: Calculation of Refund As per above policy
  Step 4: Approval
• Management approval required
• TPS compliance checked (if provider default applies)
  Step 5: Processing Payment
• Refund processed to original payer
• Timeline:
  o Standard cases: within 28 days, depending on the scenario

Complaints
and Appeals

All fee-related complaints or appeals are managed under the Swann College Complaints and Appeals Policy. This can be found at www.swanncollege.edu.au Records are securely maintained in accordance with the Privacy Policy. Students may lodge disputes via:

• Internal complaints and appeals process
• External regulatory bodies if unresolved

Policy ID

C-POL- 02C

Policy Delegated Authority

RTO Manager

Approved by and Responsibility Authority

CEO Swann College

Approved
Date:

01.06.2026

Review Date:

15.06.2027

Definitions

Application:

An expression of interest by a prospective student on an enrolment form to
obtain admission to study at Swann College.

Enrolment:

The process whereby a student is formally registered in one or more courses. It
includes the course fees and regulations of Swann College