1.1 This policy is issued by Ulleo Holdings Pty Ltd ABN 84 661 335 173 (Ulleo). In this policy, we, us and our mean Ulleo.
1.2 This policy applies to a purchase of any Offering, of any Offering Type, under any Program. You means the buyer requesting the outcome. Where a practice, group or employer bought the Offering, we may need to coordinate with both the purchaser and the participant.
1.3 AI Institute is a brand operated by Ulleo, not a separate legal entity. A Program's Distribution Partner, an accredited provider and a panel consultant do not sell the Offering to you and do not decide refunds.
1.4 Your Offering Schedule states the Offering Type that applies to your purchase, and the specific dates, cut-offs and accreditation status that follow from it. Sections 3 to 8 set out the default change-of-mind mechanic for each Offering Type. An Offering Schedule may state a different date, window or threshold for an Offering. Sections 9 to 15 apply to every Offering Type.
2.1 Email support@ai-institute.com.au. Tell us the participant name, Offering, order or invoice number if available, the outcome requested and any information reasonably needed to assess the request.
2.2 A request is received when it reaches our designated email system or is recorded by our support team. Times and cut-offs in this policy use Melbourne, Victoria time.
2.3 We may verify the identity and authority of the person making the request. A participant cannot direct payment of a refund to themselves if another person or organisation was the buyer.
3.1 This section applies where your Offering Schedule states your Offering is Type A.
3.2 The Refund Cut-off Date is 11:59 pm Melbourne time on the date stated in your Offering Schedule. Unless your Offering Schedule states otherwise, it is the date 21 days before Session 1.
3.3 If we receive a cancellation request by the Refund Cut-off Date, we will cancel the affected enrolment and provide a full refund of the price paid for it. We do not charge an administration fee. A refund under this clause is a contractual change-of-mind benefit; you do not need to prove a service failure.
3.4 If we receive a change-of-mind request after the Refund Cut-off Date and before the Session identified in your Offering Schedule as the change-of-mind cut-off Session (Session 1, unless your Offering Schedule states another Session), the participant may transfer once, without an administration fee, to the next suitable Series for the same cohort. A transfer is subject to eligibility, availability and a suitable Series being scheduled. If no suitable Series is scheduled to start within 12 months, we will offer a place in another suitable Offering or, at our election, a refund. If the replacement Series has a higher published price, the buyer must pay the difference before access is activated; if it has a lower price, we do not refund the difference for a change-of-mind transfer. The replacement Series' dates, inclusions, access period and CPD status apply after the transfer; attendance or CPD completion does not carry over unless we confirm otherwise in writing and the applicable CPD rules permit it.
3.5 Once the cut-off Session identified in clause 3.4 begins, no change-of-mind refund or transfer is available. The participant retains the access and inclusions stated in the Offering Schedule, subject to the Program Terms and Conditions. We do not provide a partial refund merely because a participant does not attend, changes their mind, does not use all inclusions or does not meet published completion requirements.
4.1 This section applies where your Offering Schedule states your Offering is Type B.
4.2 The Refund Window is the period stated in your Offering Schedule, or if none is stated, seven days from the date of purchase. The Access Threshold is the proportion of content stated in your Offering Schedule, or if none is stated, 20% of the total content.
4.3 If we receive a cancellation request within the Refund Window and before you have accessed more than the Access Threshold of the content, we will cancel the purchase and provide a full refund. We do not charge an administration fee. A refund under this clause is a contractual change-of-mind benefit; you do not need to prove a service failure.
4.4 Once the Refund Window has passed, or once you have accessed more than the Access Threshold of the content (whichever happens first), no change-of-mind refund is available. You retain the access stated in the Offering Schedule, subject to the Program Terms and Conditions.
5.1 This section applies where your Offering Schedule states your Offering is Type C. It includes a separately purchased one-to-one review or consultation, including one provided by an independent panel consultant as an Arranged Service under the Program Terms and Conditions.
5.2 If we receive a cancellation request before you first access or attend the module, session or service, we will cancel the purchase and provide a full refund. We do not charge an administration fee.
5.3 Once you have first accessed or attended the module, session or service, no change-of-mind refund is available. A one-to-one service that is treated as used under the non-attendance rules in your Offering Schedule is treated as attended for this clause.
6.1 This section applies where your Offering Schedule states your Offering is Type D. A Type D Offering is governed by the notice period, milestone and work-in-progress fee terms set out in the Statement of Work forming part of your Offering Schedule, not by a Session-based cut-off.
7.1 This section applies where your Offering Schedule states your Offering is Type E.
7.2 If we receive a cancellation request before you first use or activate the tool or access, we will cancel the purchase and provide a full refund. We do not charge an administration fee.
7.3 Once you have first used or activated the tool or access, no change-of-mind refund is available.
8.1 This section applies where your Offering Schedule states your Offering is Type F. A bundle combines two or more Offerings, each with its own Offering Type.
8.2 Unless your Offering Schedule states a single bundle-level rule, a change-of-mind request about part of a bundle is assessed component by component under the section of this policy that applies to that component's Offering Type, and the refund is calculated on the price reasonably attributable to that component as stated in the Offering Schedule.
8.3 A service included in an Offering at no additional charge (for example, a one-to-one review included in a higher tier) is part of that Offering, not a separate purchase. It follows the change-of-mind rule for the Offering it is included in, and an unused inclusion does not give rise to a partial refund.
9.1 Where your Offering Schedule identifies a substitution right, an individual buyer or practice purchaser may substitute another eligible participant into a seat without charge by giving us at least two business days' notice before the next relevant Session or, for an Offering with no Session structure, before the substitution is to take effect.
9.2 When the substitution takes effect: the outgoing participant's access ends; the substitute receives only the remaining access attached to the seat; only one participant may hold or use the seat at a time; and the outgoing participant cannot resume the seat unless we agree in writing.
9.3 Where the Offering carries CPD, each person receives CPD only for activity they personally complete and for which they satisfy the applicable requirements. A mid-Offering substitution may mean that neither person qualifies for the full CPD hours.
9.4 We may refuse or delay a substitution only where reasonably necessary because the proposed participant is ineligible, required information or acceptance is incomplete, CPD reporting has closed, or the request creates a safety, security or compliance risk.
10.1 A purchaser may cancel, transfer or substitute one or more seats under this policy and the Practice and Group Enrolment Terms.
10.2 If the original price depended on a multi-seat discount or other offer and the purchaser cancels some seats, retained seats are repriced using the price or offer that applied on the original Order date to the reduced seat quantity. The refund is the amount originally paid less that recalculated price and will not create an amount payable above the original total price.
10.3 Refunds are paid to the purchaser, not the participant, unless the purchaser directs us otherwise and we can lawfully do so.
11.1 We may approve a refund, transfer or other accommodation outside the change-of-mind rules in exceptional circumstances, including serious illness or bereavement.
11.2 We may ask only for information reasonably necessary to assess the request. We do not require detailed medical records. If evidence is reasonably necessary, a brief certificate or other proportionate confirmation will ordinarily be sufficient.
11.3 An exceptional-circumstances decision is discretionary and does not create a precedent.
12.1 We reserve the right to change who delivers an Offering and how it is delivered, as set out in clause 2.3 of the Program Terms and Conditions.
12.2 If we materially reschedule an Offering, the buyer may choose to accept the new dates, transfer the affected enrolment to the next suitable equivalent Offering, or receive a full refund for the affected enrolment.
12.3 If we cancel an Offering and do not reschedule or reasonably replace it, we will provide a full refund for the affected purchase.
12.4 To the extent permitted by law, we are not responsible for incidental arrangements or costs such as travel, accommodation, locum cover or time away from work.
13.1 For CPD eligibility, completion requirements, changes to accreditation and recognition by other bodies, see section 7 of the Program Terms and Conditions and your Offering Schedule.
14.1 An approved refund is paid to the original payment method where reasonably practicable. If a third-party payment option such as an instalment or buy-now-pay-later provider was used, the provider may apply its own processing steps and timing to the buyer's payment arrangement.
14.2 We will initiate an approved refund promptly and usually within five business days. The time for funds to appear is controlled by the bank or payment provider.
14.3 We may use another verified method where the original method is unavailable. We will not pay a refund to an unverified third party.
15.1 Clause 16.1 of the Program Terms and Conditions applies to this policy. The change-of-mind options in this policy are in addition to any remedy for a problem with the services.
Email: support@ai-institute.com.au
Website: https://ai-institute.com.au
Legal entity: Ulleo Holdings Pty Ltd ABN 84 661 335 173.
AI Institute is a program and brand operated by Ulleo Holdings Pty Ltd ABN 84 661 335 173.