Last updated: July 2026
Your Rights Come First
This policy explains when you can request a refund, cancel, or change an order for a course or training service with AI Ethos, and how our own goodwill terms work alongside your rights under the Australian Consumer Law.
Nothing in this policy limits, excludes or restricts any right, remedy or guarantee you have under the Australian Consumer Law (ACL) or any other law that cannot lawfully be excluded. Where this policy and the ACL conflict, the ACL prevails. Read Section 6, "Your Rights Under Australian Consumer Law," before assuming a course is non-refundable.
At a Glance
| Situation | Outcome |
|---|---|
| Self-paced course, change of mind within 7 days, no content accessed | ✓ Eligible for a voluntary refund |
| Self-paced course, content accessed or 7 days has passed (no ACL issue) | ✕ Not eligible under this policy — your ACL rights are unaffected |
| Instructor-led, team or custom training | ~ Governed by your signed quote/SOW, plus your ACL rights |
| Course or service has a major problem (e.g. materially not as described, not delivered with due care and skill) | ✓ Eligible — ACL remedy: your choice of refund or compensation |
| Course or service has a minor problem | ~ We fix it within a reasonable time (ACL) |
| Duplicate payment | ✓ Eligible — full refund |
| Payment deducted but enrolment not confirmed | ✓ Eligible — full refund or enrolment confirmed |
| Discovery Session (free) | — N/A, no fee is charged |
| Changed your mind after using the course materials | ✕ Not eligible for a voluntary refund (ACL rights still apply if a guarantee was breached) |
1. Who This Policy Applies To
AI Ethos is a trading name of Cyber Ethos Australia Pty Ltd (ABN 42 657 535 307) ("AI Ethos," "we," "us," "our"). This policy applies to purchases made through aiethos.com.au, including self-paced courses, instructor-led and custom/team training, and any paid add-ons. It should be read together with our Terms and Conditions and Privacy Policy, and does not replace either.
2. General Terms
2.1 Enrolment. Your seat and access are set up as soon as payment is confirmed, so refund eligibility is time- and access-bound as set out below.
2.2 Non-transferable. Course access is personal to the enrolled learner and cannot be transferred, resold or gifted to someone else instead of a refund.
2.3 Payment plans and instalments. If you are on a payment plan, instalments remain payable regardless of attendance, except where we cancel the course entirely (Section 7.1) or a refund is otherwise approved.
2.4 Currency, GST and taxes. Prices may be shown in AUD, USD or another currency depending on the course. Refunds are made in the original currency and to the original payment method. GST is handled in accordance with Australian tax law, and a tax invoice or credit note will be issued where applicable.
3. Voluntary Refund Window — Self-Paced Courses
These are refund options we offer on top of your legal rights — they do not replace them.
Eligible if all of the following apply:
Not eligible under this voluntary window if:
Even where you are not eligible under this voluntary window, you may still have a right to a remedy under the Australian Consumer Law — see Section 6.
4. Instructor-Led, Team and Custom Training
Instructor-led, in-house, corporate and custom programs are usually booked through a quote, proposal, invoice or statement of work (SOW). Cancellation and rescheduling terms for these engagements are set out in that document. Where no separate terms are agreed, the following applies by default:
5. Discovery Sessions
Discovery Sessions are provided free of charge and are not a paid service, so no refund applies. If you were incorrectly charged for a Discovery Session, contact us and we will refund the full amount.
6. Your Rights Under Australian Consumer Law
This is the important part — read it even if you think a course is "non-refundable."
6.1 Consumer guarantees. Our courses and training services come with guarantees under the ACL that cannot be excluded, including that services will be provided with due care and skill, will be fit for any purpose you made known to us, and will be delivered within a reasonable time. These guarantees exist regardless of the voluntary windows in Sections 3–5, and regardless of anything else in this policy.
6.2 Major failure. If a course or service has a major problem — for example, it is substantially different from what was advertised, it was not delivered with acceptable care and skill, or it fails to do what we said it would do and cannot easily be fixed — you can choose to cancel and receive a refund for the unused portion, or keep the course and ask for compensation for any drop in value.
6.3 Minor failure. For problems that are not major, we will fix the issue — for example, by correcting content, re-providing access, or re-running an affected session — within a reasonable time, at no cost to you.
6.4 No fixed time limit. Your ACL rights are not cut off by the 7-day voluntary window in Section 3, or by any other deadline in this policy. How long you have depends on what is reasonable to expect for the type of course involved. That said, please tell us about a problem as soon as you can — it makes it much easier for us to fix it.
6.5 No deduction from a statutory remedy. If you are owed a refund because of a failed consumer guarantee, we will not apply the processing or administrative deductions described in Section 9 — those only apply to voluntary, discretionary refunds.
6.6 No guaranteed outcome. Consistent with our Terms, we do not guarantee employment, promotion, exam results or business outcomes from completing a course. Dissatisfaction with your own results, where the course was delivered as described and with due care and skill, is not itself a breach of a consumer guarantee.
If you believe a consumer guarantee has been breached, contact us using the details in Section 11 and tell us what went wrong. We will assess your request on its merits, in accordance with the ACL — not against the voluntary windows described elsewhere in this policy.
7. Changes We Make
7.1 Full cancellation by us. If we cancel a course entirely without offering a replacement, you will receive a 100% refund, processed within 7–10 business days. No deductions apply.
7.2 Postponement or rescheduling. If we postpone or reschedule a session or cohort, you keep full access under the new arrangement. If the new date is more than 21 days later than the original, you can contact us to discuss a refund.
7.3 Content and structure updates. We regularly improve course content, tools covered and instructors. This alone is not grounds for a refund, provided the core learning outcomes described at enrolment are maintained. (This does not limit your rights under Section 6 if a change means what you actually received does not match what was described.)
7.4 Technical issues on our end. If a live session is disrupted by a failure of our platform and is not rescheduled or recorded, we will provide a fair make-good — such as a credit toward a future session, an extension of access, or another appropriate remedy — valid for 6 months.
8. Special Situations
8.1 Duplicate payment. Charged twice for the same enrolment by mistake? Email us with both payment references and we will refund the duplicate in full within 7 business days.
8.2 Payment taken, enrolment not confirmed. If a payment gateway or bank error means you paid but were not enrolled, email us within 48 hours with your transaction ID. We will confirm your enrolment or refund you in full within 5 business days.
8.3 Compassionate circumstances. For a serious medical emergency or bereavement affecting you or an immediate family member, contact us with a brief explanation and supporting documentation. These are reviewed individually and in good faith, and may result in a deferral, credit, or partial or full refund at our discretion. This is offered as goodwill and is separate from any ACL rights you may have.
8.4 Quality concerns. If a course fell short of what was promised, tell us during the course period. We will look into it properly; where it also amounts to a breach of a consumer guarantee, Section 6 applies.
9. Voluntary Refund Deductions
Where a refund is approved under a voluntary window (Sections 3–5 or 8.3) rather than as an ACL remedy, we may deduct reasonable, already-incurred costs before refunding you — such as payment processing fees, or the value of any tools, vouchers or licences you have already redeemed. Any deduction will be itemised and shown to you in writing before we process the refund. No deductions apply to a refund owed because of a failed consumer guarantee (Section 6) or to a full cancellation by us (Section 7.1).
10. Situations Generally Outside This Policy
The situations below do not qualify for a voluntary refund under this policy. They do not affect any right you separately have under the ACL if a consumer guarantee has been breached.
11. How to Request a Refund
Email hello@aiethos.com.au with the subject line "Refund Request – [Your Name] – [Course Name]" and include:
We aim to respond within 10 business days and may ask for more information. If approved, we will confirm any deduction in writing (Section 9) before processing, and refund to your original payment method within 7–10 business days.
12. If You're Not Happy With Our Decision
Reply to our decision email with your reasoning and any extra evidence — a senior team member will independently review it and respond within 5 business days. If you are still not satisfied, you can contact:
Nothing in this policy stops you exercising these rights, or seeking urgent legal relief, at any time.
13. Payment Disputes and Chargebacks
Please contact us before lodging a chargeback with your bank or card provider — most issues can be resolved directly and faster this way. We will cooperate fully with your payment provider if a dispute is raised.
14. Changes to This Policy
We may update this policy from time to time; the current version with its "last updated" date always applies. Updates will not remove any right you already have under the ACL, and the terms that applied when you purchased a course will generally govern that purchase, unless a change is legally required.
15. Governing Law
This policy is governed by the laws of Queensland, Australia. Nothing in this policy limits any right you have under the Australian Consumer Law or other applicable Australian law, regardless of where you are located when you purchase a course.
Contact Us
AI Ethos (Cyber Ethos Australia Pty Ltd, ABN 42 657 535 307) hello@aiethos.com.au — general enquiries and refund requests 1800-238-467