Refund Cancellation Policy

At a glance

1. Our commitment

FireRescue Training Hub aims to provide affordable, accessible and useful online fire and emergency-services education.

We understand that circumstances change. This policy explains how paid memberships can be cancelled, how refund requests are considered and the rights available to customers under Australian Consumer Law. We aim to handle requests fairly, respectfully and within a reasonable time.

2. Membership subscriptions

Paid memberships provide access to eligible online learning courses, study materials, assessments and resources according to the membership selected.

The monthly membership renews automatically each month unless cancelled before the next payment. The annual membership is currently a non-recurring payment for a one-year access period and does not renew automatically.

Your checkout confirmation and membership account show the applicable payment and expiry details. If these arrangements change, they should be updated here before publication.

3. Cancelling your membership

Monthly recurring membership: You can cancel future renewals through your membership account. When cancelled through the usual member cancellation process, the recurring payment stops and paid access normally continues until the end of the period already paid for.

Annual non-recurring membership: No automatic renewal is scheduled. Your paid access normally ends on its stated expiry date. If you want to end an annual membership early, please contact us first: using an immediate cancellation option may end your access before the paid period expires.

Cancellation does not automatically provide a change-of-mind refund for unused time. If a refund or other remedy is required by law, or if we agree to another arrangement, that will take priority.

If you have difficulty cancelling or believe a payment has been taken incorrectly, contact us promptly.

4. Change-of-mind refunds

Change-of-mind refunds are considered individually and are not automatically guaranteed. When reviewing a request, we may consider:

• How recently the membership was purchased or renewed.
• Whether courses, assessments, downloads or other resources were accessed or used.
• The nature and extent of the benefits already supplied.
• The member’s circumstances and explanation.
• Whether a full refund, partial refund or another reasonable resolution is appropriate.

We aim to be reasonable and fair. These discretionary arrangements do not limit any legal entitlement to a refund or another remedy.

5. Refunds where something goes wrong

If a paid service does not meet applicable consumer guarantees, you may be entitled to a remedy under Australian Consumer Law. Depending on the circumstances and seriousness of the problem, a remedy may include correcting the problem, cancelling the affected service, a full or partial refund, or another remedy required by law.

We will review concerns such as:

• Paid membership access not being provided as agreed.
• A significant service problem that we cannot resolve within a reasonable time.
• An incorrect or unauthorised subscription charge.
• Membership services not being supplied as described.

6. How to request a refund

Please use the FireRescue website contact form and mention Membership Refund Request in your message.

Open the contact form →

Please include:

• Your name and membership email address.
• The approximate payment date.
• Whether you hold a monthly or annual membership.
• A short explanation of the request.

Privacy reminder: Do not include your password, full card number or sensitive banking details. We may request reasonable additional information if needed to locate your payment or assess the request.

7. Refund processing times

Where a refund is approved, we aim to initiate it through our payment provider within five business days of approval.

Your bank, card issuer or payment provider may need additional time for the funds to appear. Refunds will normally be returned to the original payment method where supported.

Where the law requires a refund or another remedy, we will provide it within the time required by law, without delay caused by our usual administrative target.

8. Free courses

Courses identified as Free do not charge a course-access fee, so there is ordinarily no course payment to refund. Registered learners can still contact us about account or access concerns.

9. Membership access following a refund

Where a paid membership is cancelled and refunded, access to paid membership benefits may end when the refund takes effect. Free course access may remain available through an eligible registered learner account. Access changes will be handled consistently with applicable consumer rights and the circumstances of the refund.

10. Questions or complaints

If you are dissatisfied with a refund decision, please contact us again. We will review your concerns and explain our decision.

You may also seek help from your state or territory consumer protection agency.

11. Updates to this policy

We may update this policy to reflect changes to our services, membership arrangements or applicable laws. The current version will be published with its effective date. Changes will not remove rights that customers already hold under applicable law.