Refunds and cancellations
Help with changes, cancellations and refunds.
Contact us about a booking or purchase so we can explain your options.
Last updated: 19 October 2026
This policy covers purchases of Palm Tree Covering education, training, facilitated sessions and learning resources.
Your consumer rights
Nothing in this policy or our booking terms excludes your rights under the Australian Consumer Law. If a product or service does not meet a consumer guarantee, we will provide the remedy required by law. The appropriate remedy depends on the problem and may include fixing the issue, replacement, a refund, cancellation or compensation.
Starting an online course, downloading a resource or buying a discounted place does not remove those rights.
How to request help or a refund
Email info@palmtreecovering.com.au or call (03) 4232 3799. Include your name, order or booking number, the product or session, and a short explanation of the issue. Please do not send card details or private health information.
We will review the issue, explain the available options and confirm the outcome in writing. You may contact us if you cannot locate your order number.
Changes to your booking
Contact us as early as possible if you need to cancel, move a booking or request a participant transfer. Any cancellation, rescheduling or transfer conditions specific to a booking will be provided before payment. They cannot limit your consumer rights.
Change of mind requests are reviewed individually. We do not promise an automatic change of mind refund. Please discuss any flexibility you need before making a purchase.
If Palm Tree cannot deliver
If we cancel a session or cannot provide the learning you purchased, we will explain your options. You may choose a refund for the part we cannot provide rather than accepting a replacement date or credit. Your consumer rights continue to apply to any service already provided.
Online course access problems
If you cannot sign in, access a purchased lesson or use a learning resource, contact us so we can investigate and help. We will not treat a technical problem as a reason to remove your consumer rights.
How refunds are paid
Approved refunds are returned to the original payment method unless we agree otherwise with you. We will confirm when a refund is processed. Your bank or payment provider may take additional time to display it. If a refund has not appeared, contact us with your order number.
If you remain concerned
You can use our feedback and complaints process. This does not prevent you from seeking help from Consumer Affairs Victoria or another relevant consumer body.