Please read this Return & Refund Policy carefully before purchasing any products or services from our website.

This Return & Refund Policy explains how we handle refunds, replacements, updates, and support for the resources we provide.

Digital Products

Most of our products are supplied as digital resources, including learning materials, assessment tools, session plans, mapping documents, and related RTO resource packages.

Because these are digital products delivered electronically, we generally do not offer refunds for change of mind once the order has been confirmed and the files, links, or access details have been sent.

We encourage all customers to review the product details carefully before making a purchase. If you have any questions before ordering, please contact our team and we will be happy to assist.

Refund Eligibility

A refund may be considered in the following situations:

• You were charged incorrectly
• You received the wrong product
• The purchased files were incomplete or inaccessible due to a delivery issue on our side
• The product supplied is materially different from what was described on the website
• A duplicate payment was made for the same order

If any of the above applies, please contact us within 7 days of purchase with your order details and a clear explanation of the issue.

Non-Refundable Situations

Refunds will generally not be provided in the following cases:

• Change of mind after purchase
• You no longer require the resources
• You purchased the wrong product by mistake
• You found an alternative supplier after purchase
• You are dissatisfied for reasons outside the product description or scope
• Delay caused by incomplete information provided by the customer
• Inability to use editable files due to lack of required software on the customer’s side

Product Updates and Superseded Resources

We understand that training products and compliance requirements can change over time.

If a resource purchased from RTO Resources Australia is later superseded:

• Where the updated version is considered an equivalent update, we may provide an update in line with our internal update schedule or applicable package terms.
• Where the new version is substantially different or non-equivalent, a new purchase may be required.
• Existing customers may be offered an upgrade discount at our discretion.

Any update, replacement, or upgrade will be assessed based on the nature of the superseded material and the terms applicable at the time of purchase.

Delivery Issues

If you do not receive your purchased files, download links, or access information within the expected delivery timeframe, please contact us as soon as possible.

We will investigate the issue and, where appropriate, re-send the product or correct the delivery problem promptly.

Customised or Special-Order Work

Any customised, contextualised, edited, or specially developed resources prepared specifically for your RTO are non-refundable once work has commenced.

This includes:

• contextualisation services
• branding changes
• package modifications
• special development requests
• compliance or content adjustments made specifically for your organisation

How to Request a Refund or Support

To request a refund, replacement, or assistance, please contact our team with:

• your full name
• business/RTO name
• order number
• date of purchase
• description of the issue
• screenshots or supporting evidence where relevant

Once we receive your request, we will review it and respond within a reasonable timeframe.

Contact Us

If you have any questions about this Return & Refund Policy, or if you need assistance with your purchase, please contact RTO Resources Australia.