What you can get back depends on what you bought and how soon you ask. Two written policies govern it: the Refund and Cancellation Policy for online and digital purchases, and a separate Refund and Cancellation Policy for term class enrolments, which is shown to you and agreed during enrolment and stored with your invoice.
Test bundles and online access
A refund asked for very soon after buying is given in full, less card processing fees. A request made somewhat later, but still within the window in the policy, is given in part for reasons other than a change of mind. After that window, a digital purchase is not refunded. The exact windows are in section 3.1 of the policy.
Term class enrolments
There is a short cooling off period after you enrol, which ends on a date and when your child reaches an early session of the term, whichever comes first. Inside it you can withdraw from the current term and be refunded pro rata for the sessions not yet used; an admin or materials fee is not refunded once the term has started.
After the cooling off period there is no refund for the current term, whatever the reason. A future term you booked in advance and then cancel before it starts is refunded less a cancellation fee per term. If Test Academy cancels a whole term, you are refunded in full. A session your child simply misses is not refunded or credited, because the fee holds the spot rather than paying for attendance.
Spot deposits
A deposit paid to hold a class spot is credited against your invoice when you enrol, refunded in full if the class never runs, and kept if you decide not to go ahead.
1-on-1 tutoring and ACST
A 1-on-1 tutoring session is not refundable, but a confirmed session can be moved to another time with the same tutor while it is still far enough away: see Rescheduling a tutoring session. ACST bookings are not refundable either, but you can move a sitting yourself from the ACST page while the move option is still shown; after that, ask the team.
Transfers
An enrolment belongs to the enrolled student and cannot be handed to another family. Moving a child to a different day, class or location is not a refund question and is not something the policies set out in advance: ask the team and we will confirm what is possible for that term.
How to ask
Write to us through the contact page with the child's name, what was bought, roughly when, and why. Approved refunds go back to the original payment method and take a few business days to appear once we start them. Nothing here limits your rights under the Australian Consumer Law. If you think a charge is wrong, talk to us before starting a chargeback with your bank; it is almost always faster.