Cancellation, Transfer and Refund Policy

We know that plans can change. If you can no longer attend an ACE course, please ensure you read the policy below and contact us as soon as possible with the details of your request.

Our cancellation policy is designed to be fair to attendees while also recognising the planning, venue, educator, equipment and administration costs involved in running our courses.

This policy applies to eligible ACE in-person courses, including in-person courses that include online pre-course learning content.

It does not apply to the Manual Therapy Retreat, ACE mentoring, In-services, or ACE Online content; including online courses and webinar recordings, unless otherwise stated. These are subject to their own cancellation policies. 

If you need to cancel or change your course registration 

Please email admin@advancedclinicaled.com as soon as possible and include:

  • Your name
  • The course name
  • The course location and date
  • The reason for your request
  • Whether you are requesting a refund, transfer, credit or substitution
  • The names and dates of the course you are wanting to change to (if relevant) 

Please check the policy to see if you also need to complete the Extenuating Circumstances form. 

Your request will be based on the date ACE receives your request in writing.

Administration fees

Administration fees are retained to help cover booking platform fees, transaction costs, administration time and course preparation. Unless otherwise approved by ACE, the administration fee is $50 for one-day in-person courses, $75 for two-day in-person courses, and $100 for three-day courses and the Neuro Assessment and Treatment course. 

Refunds

Approved refunds will usually be processed within 10 business days of ACE confirming the refund in writing. Processing times may vary depending on the payment provider and around public holidays. 

Transfers 

Where approved, a transfer is only available for a course of the same type that is currently scheduled, and is subject to availability. The transfer must be made at the time of the cancellation request, otherwise it will be considered a credit. Course registrations can only be transferred once, repeated transfer requests are subject to approval and may be subject to additional administration fees. 

Credits 

Where approved, a credit may be used toward any eligible ACE in-person course, ACE Online course or webinar, or ACE mentoring.

Credits must be used within 12 months of your original course date.

If the course or product that you apply your credit to is more than your available credit, you will need to pay the difference. When purchasing using a credit voucher you may be subject to platform booking fees. 

Credits are not redeemable for cash and cannot be used for the Manual Therapy Retreat.

Substituting another attendee

If you can no longer attend a course you registered for, you may nominate another person to attend in your place.

Please email admin@advancedclinicaled.com as soon as possible with the substitute attendee’s full name and contact details.

Substitution requests must be made ideally at least 4 days prior to the course start date and no later than 48 hours before the course start date.

Substitutions are subject to ACE approval.

The substitute attendee must meet any course eligibility requirements or prerequisites. This is particularly important for Dry Needling courses and any course with specific safety or professional requirements, and/or any courses with online pre course learning.

Extenuating Circumstances

We understand that unexpected things happen.

If you are unable to attend due to genuine extenuating circumstances, please contact us as soon as possible. You may be asked to complete an Extenuating Circumstances Form that includes providing reasonable supporting documentation as evidence of the circumstances. 

Extenuating circumstances may include things such as:

  • Sudden illness or injury
  • Hospitalisation or medical emergency
  • Bereavement
  • Significant family emergency
  • Car accident or major transport disruption outside your control
  • Natural disaster, extreme weather event or emergency warning
  • Other serious personal circumstances

Depending on the situation, ACE may offer a transfer, credit, partial refund or another reasonable outcome.

Extenuating circumstances do not automatically guarantee a refund, but we will review each request with care. We review extenuating circumstances from the date that all completed documentation is received. 

Courses with Online Pre-Course Learning Content

Some ACE courses include online pre-course learning content, this content constitutes a significant portion of the course value. 

For refunds and credits, the percentage amount of online course content completed will impact the amount refunded or credited. 

If you have completed 50% or less of the online content, you will not be charged for the online course component and are eligible for the refund amount or credit as described above, and your access to the online component will be removed. 

If you have completed 50% or more of the online content, you will forfeit the cost of the online course component in your refund or credit amount as described above, and you will retain access to the online content. 

Partial Attendance and Withdrawal After Commencement 

If you attend part of a course but do not complete the course, you are generally not eligible for a refund for the unattended portion. 

ACE may consider a credit or other reasonable outcome where extenuating circumstances prevent you from completing the course. For these circumstances to be consider the Extenuating Circumstances form must be completed. 

Payment Plans 

If you booked using a payment plan, your cancellation, credit or refund will be calculated based on the amount paid to date, the course type, the timing of your request, whether online content has been accessed, and any applicable payment plan terms.

If you booked using a payment plan, please contact ACE as soon as possible. We will review your request and confirm what happens to any future instalments. Scheduled payments are not automatically cancelled until ACE confirms the outcome in writing.

If ACE Cancels or Reschedules a Course

If ACE cancels a course, we will offer attendees a refund, credit or transfer to a future course.

If ACE reschedules a course, we will offer to transfer attendees to the new date. If you are unable to attend the new date, you may choose a full refund, credit or transfer to another eligible ACE in-person course.

ACE is not responsible for additional costs incurred by attendees, such as travel, accommodation, loss of income or other personal expenses, unless otherwise required by law.

Australian Consumer Law 

Nothing in this policy limits any rights you may have under Australian Consumer Law. 

*Please note that all amounts outlined are in Australian dollars.

** If you purchase your ticket using ZipPay or Afterpay, please ensure you read and understand their cancellation policies and processes.

Frequently Asked Questions

We know that sometimes plans change. If you can no longer attend an ACE course that you registered for, we encourage you to contact us as soon as possible. 

This FAQ is designed to help you understand our cancellation, transfer, credit and refund process, and help you understand what you need to do to submit a request. 

For full details, please refer to the ACE Cancellation, Transfer and Refund Policy.

Before contacting ACE, please take a moment to: 

  1. Check the ACE Cancellation, Transfer and Refund Policy.
  2. Check how many days there are between today and your course start date.
  3. Review the cancellation timeframes and what options are available to you.
  4. Check whether you need to complete the Extenuating Circumstances Form when submitting your request.

This helps us review your request in a timely manner and ensure you get the fairest outcome for you. Your request will be assessed based on the date ACE receives your request in writing and, where required, the completed Extenuating Circumstances Form and supporting documentation.

Please email admin@advancedclinicaled.com as soon as possible.

In your email, please include:

  • Your full name
  • The course name you are currently registered for
  • The course location you are currently registered for
  • The course date you are currently registered for 
  • The reason for your request
  • Whether you are requesting a refund, transfer, credit or substitution
  • If you would like to transfer your registration to another course of the same type, the course date and location you would like to move into

If your request involves extenuating circumstances, or if your request is being made 8–14 days before the course, 7 days or less before the course, after the course has started, or after non-attendance, please also complete the Extenuating Circumstances form.

Your request will be assessed based on the date ACE receives your request in writing and, where required, the completed Extenuating Circumstances form and supporting documentation.

You should complete the Extenuating Circumstances form if: 

  • You are requesting to cancel or change your registration 8-14 days before the start date. 
  • You are requesting to cancel or change your registration 7 days or less before the course start date, and you believe that there are extenuating circumstances ACE should consider.
  • You were unable to attend the course once it had started and exceptional circumstances prevented you from contacting ACE before the course start date. 
  • You attended part of the course, but could not complete it due to extenuating circumstances. 

If you are unsure whether you situation requires the form, we recommend completing it and contacting ACE. This gives us the information we need to assess your request in a timely manner. You can find the Extenuating Circumstances Form here.

If you contact ACE 15 days or more before the course start date, you may request one of the following: 

  • A refund of the ticket price, less the applicable administration fee and any applicable online content cost. 
  • A transfer into another currently scheduled ACE in-person course of the same type, subject to availability. 
  • A credit for the ticket price, less the applicable administration fee and any applicable online content cost.

Credits must be used within 12 months of the original course date. 

You do not need to complete the Extenuating Circumstances form if your request is made 15 or more days before the course start date. 

If you need to cancel or change your registration 8-14 days before the course start date, you must complete the Extenuating Circumstances form before your request can be reviewed. 

Please complete the form as soon as possible and email admin@advancedclinicaled.com to let us know about your request. 

In your email, please include:

  • Your full name
  • The course name you are currently registered for
  • The course location you are currently registered for
  • The course date you are currently registered for 
  • The reason for your request
  • Whether you are requesting a refund, transfer, credit or substitution
  • If you would like to transfer your registration to another course of the same type, the course date and location you would like to move into

Refunds, transfers and credits are generally not available 7 days or less before the course start date. 

However, if you believe there are genuine extenuating circumstances that prevent you from attending, you should complete the Extenuating Circumstances Form as soon as possible and email admin@advancedclinicaled.com . 

In your email, please include:

  • Your full name
  • The course name you are currently registered for
  • The course location you are currently registered for
  • The course date you are currently registered for 
  • The reason for your request
  • Whether you are requesting a refund, transfer, credit or substitution

Substitutions may be considered where practical, provided the substitute attendee meets the course requirements and there is enough time to complete any required pre-course learning. 

If you do not attend a course and did not contact ACE before the course start date, refunds, transfers and credits are generally not available. 

If exceptional circumstances prevented you from contacting ACE before the course, please complete the Extenuating Circumstances Form as soon as possible and email admin@advancedclinicaled.com. 

In your email, please include:

  • Your full name
  • The course name you were registered for
  • The course location you were registered for
  • The course date you were registered for 
  • The reason for your non attendance 

If you attend part of a course but do not complete it, you are generally not eligible for a refund for the unattended portion. 

However, ACE may consider a credit or another reasonable outcome if extenuating circumstances prevented you from completing the course. 

For this to be considered, please complete the Extenuating Circumstances Form as soon as possible and email admin@advancedclinicaled.com. 

In your email, please include:

  • Your full name
  • The course name you were registered for
  • The course location you were registered for
  • The course date you were registered for 
  • The reason for your noncompletion