Refund Policy
1. Purpose
The purpose of this policy is to ensure that refunds are managed fairly, consistently, and transparently for all participants enrolled in BoatSafe training or assessment services delivered
by Boat Pilot Pty Ltd.
2. Scope
This policy applies to all fees paid for:
- Recreational Marine Driver Licence (RMDL) training and assessment
- Personal Watercraft (PWC) Licence training and assessment
- Combined RMDL + PWC courses
- Any additional services offered by the organisation
3. Policy Statement
Boat Pilot is committed to:
- providing clear information about fees and refund conditions
- processing refunds promptly and consistently
- complying with Queensland laws, Australian Consumer Law (ACL), and expectations of
the BoatSafe Scheme
4. Participant Rights Under Australian Consumer Law
Refunds will be provided where required by law, including when:
- the service is not delivered as advertised
- the course is cancelled by the organisation
- the service is significantly delayed or unavailable
- there is a major failure in service delivery
Refunds are not required simply because a participant changes their mind after the service has begun, unless stated in this policy.
5. Standard Refund Conditions
6. Fees and Penalties
6.1 Participant-Initiated Cancellations
Any persons unable to attend a booked course, must give notification they are unable to attend.
Persons unable to attend a course will be able to reschedule for a future date, providing that day
has availability and payment of the rebooking fee is received. The rebooking fee will be applied
based on the notice period:
| Notice Given by Participant | Rebooking Fee |
|---|---|
| More than 48 hours (2 days) before course | No charge |
| 24 hours (1 day) to 48 hours (2 days) before course | $100 |
| Failure to attend (no-show) on the day | $150 |
6.2 Late Arrival
Participants who arrive late may be refused entry if their lateness prevents safe or compliant delivery of training, or if the lateness causes delays to existing participants whom have begun the course.
- Refunds are not automatically provided, but a reschedule may be offered.
6.3 Failure to complete online training prior to the practical training day
Participants are required to complete a mandatory online theory training course prior to attending the practical training and assessment day, Where a participant books for practical training and assessment and has not completed the online theory course, they will not be able to attend the practical training. In this instance participants will need to reschedule and a $150 rebooking fee will apply.
6.4 Illness or Hardship
Where a participant cannot attend due to illness, injury, emergency, or compassionate circumstances:
- A full refund OR free reschedule may be provided at the discretion of Boat Pilot.
- Evidence (e.g., medical certificate) may be requested.
7. Organisation-Initiated Cancellations or Changes
A full refund will be provided if the organisation:
- cancels or postpones a course and the participant cannot attend the new time
- cannot deliver the service due to trainer illness, vessel unavailability, unsafe weather, or operational issues
- is unable to deliver the course in accordance with BoatSafe requirements
Participants may also choose to reschedule instead of accepting a refund.
8. Refunds After Training Has Started
- the organisation is unable to complete the course
- a major service failure has occurred
- the participant withdraws due to significant hardship
9. Non-Refundable Components
The following may be non-refundable:
- Third-party processing fees
- Admin fees stated at the time of booking
- The online boat and jetski theory course is provided by a third party and is non-refundable.
All non-refundable items must be disclosed to participants prior to enrolment.
10. Statements of Competency (SOC)
Once training and assessment are completed and an SOC is issued:
- Fees will not be refunded unless required under Australian Consumer Law.
11. Refund Request Process
- emailing the organisation
- phoning the office
The organisation will:
- acknowledge the request within 2 business days
- process approved refunds within 10 business days
Refunds are issued to the original payment method unless otherwise agreed.
12. Disputed Refund Decisions
If a participant disagrees with a refund decision, they may:
- Request an internal review by a senior staff member.
- Submit a complaint through the organisation’s Complaints Management Process.
- Seek external support (e.g., Australian Consumer Law or TMR for compliance issues).
13. Transparency
This policy must be:
- displayed on the organisation’s website
- available at the point of booking
- provided to participants upon request
14. Review of Policy
This policy will be reviewed annually or sooner if:
- legislation changes
- TMR updates BoatSafe Scheme requirements
- feedback or complaints indicate needed improvements