BIA Refund Policy

This Refund Policy applies to your purchase of the Broker Institute of Australia Program (the "Course") from Broker Institute of Australia ("BIA", "we", "us", "our"). The Course is a digital information product. Course access is provisioned to you immediately on enrolment.

This policy sets out when refunds are available. It reflects, and does not seek to exclude, your rights under the Australian Consumer Law (ACL), being Schedule 2 of the Competition and Consumer Act 2010 (Cth).

Issuing entity: Flint Trademark Pty Ltd ACN 683 224 697 as trustee for the Broker Institute of Australia Trading Trust ABN 72 514 173 255.

Under the ACL, the services we supply come with consumer guarantees that cannot be excluded, restricted or modified. The relevant guarantees include that the services will be:

• supplied with due care and skill;
• reasonably fit for any purpose you made known to us; and
• supplied within a reasonable time.

If we fail to comply with a consumer guarantee, your rights depend on whether the failure is a "major failure":

1. Major failure. If the failure is a major failure within the meaning of the ACL, you may choose to cancel the Agreement and obtain a refund of amounts paid that relate to the part of the services not yet supplied, or to keep the Agreement and recover compensation for any reduction in value.
2. Other failure. If the failure is not a major failure, you may require us to remedy the failure within a reasonable time. If we fail to do so, you may then cancel the Agreement and obtain a refund (or have the failure remedied at our cost).

You may also be entitled to compensation for any other reasonably foreseeable loss or damage caused by the failure.

These statutory rights are your refund rights. Nothing in this policy excludes them. The remainder of this policy sets out how those rights work in practice and what is not a basis for a refund.

There is no statutory cooling-off period for online purchases of digital information products in Australia, and we do not offer one as a matter of contract.

The Course is delivered as a digital information product, and access is provisioned immediately on enrolment. Once you have completed checkout and access has been provisioned, you do not have a right to a refund for any of the following reasons:

• you change your mind, change your career direction, or decide not to become a mortgage broker;
• you do not have the time, motivation or capacity to complete the Course;
• you do not access, watch, read or use any or all of the Course Content;
• you do not achieve a particular career, employment, income or commercial outcome from the Course;
• you are dissatisfied with the format, pace, length, depth, presenter style, accent, voice, examples, or production quality of the Course;
• you found similar information elsewhere, including for free;
• your personal, financial, health, family or business circumstances change after enrolment;
• you cannot subsequently obtain Cert IV / Diploma accreditation, MFAA / FBAA membership, an aggregator appointment, an Australian Credit Licence, employment as a broker, or any other separate qualification or appointment; or
• any other reason that does not amount to a failure of a consumer guarantee under the ACL.

These items are listed because we want to be transparent. None of them is, on its own, a basis for a refund.

Examples of what may amount to a major failure include:

• we are unable to provide you with access to the Course at all;
• the Course is materially different from what was described on our website at the time of your purchase;
• the Course Content is so seriously deficient that a reasonable consumer would not have purchased it had they known; or
• we cannot remedy a non-major failure within a reasonable time after you notify us.

Examples of what does not amount to a major failure include:

• minor or temporary technical interruptions to access (resolved within a reasonable time);
• individual modules being updated, replaced, re-recorded or substituted with comparable content;
• your dissatisfaction with stylistic, presentation or pedagogical choices; or
• minor errors that we promptly correct.

If you consider that you have a right to a refund under the ACL, please email info@brokerinstituteofaustralia.com.au with the subject line "Refund Request — [Your Full Name]" and include:

1. your order number and the email address used at checkout;
2. the date and amount of the payment(s) you are seeking to refund;
3. a clear description of the failure of consumer guarantee you are relying on; and
4. any supporting evidence (screenshots, dates, communications).

We will acknowledge your request within two (2) Business Days and provide a written outcome within ten (10) Business Days. Where the matter is genuinely complex (e.g. requires technical investigation or third-party input), we will write to you with a revised timeframe and the reason.

Where a refund is approved, it will be:

1. processed to the original payment method only (we cannot pay refunds to a different card or account);
2. net of the value of any part of the services already supplied that was unaffected by the failure;
3. paid within fourteen (14) Business Days of approval; and
4. accompanied by a credit tax invoice.

Bank or card-issuer processing times may add a further three to five (3–5) Business Days before the funds appear in your account.

Subject only to your non-excludable rights under the ACL, the following amounts are non-refundable in all circumstances:

• administration fees and late fees;
• third-party costs you incurred in connection with the Course (e.g. internet, equipment, separate RTO enrolments, MFAA/FBAA membership fees);
• amounts paid for live or scheduled events you did not attend (where the event proceeded as scheduled);
• optional add-ons or upgrades, where used or consumed; and
• amounts paid in connection with separate products or third-party referrals.

Where a refund is approved (in whole or in part), the related part of the Agreement is treated as terminated. From the date of refund:

• your access to the Course, communities and any related services is revoked;
• any remaining scheduled instalments under the Payment Plan are cancelled;
• any completion claim, certificate, alumni status or right to use the BIA name and marks is revoked;
• you must delete or destroy any downloaded Course Content; and
• the licence in clause 7 of the BIA Terms and Conditions terminates.

To protect the integrity of the program and other Students:

1. Chargeback first. If you initiate a chargeback or payment dispute with your card issuer or bank without first contacting us under this policy, you forfeit your right to be considered for a discretionary refund and we will defend the chargeback. See the BIA Bad-Faith and Non-Payment Control Framework.
2. No refund-and-rebuy. If you receive a refund, you may not re-enrol using a different identity, payment method or email address. We maintain an internal block list of refunded identities and will detect and reject re-enrolments.
3. Bad-faith requests. Refund requests that we reasonably consider to have been made in bad faith (including by reference to the patterns set out in the Bad-Faith and Non-Payment Control Framework) may be rejected or escalated.

If you are not satisfied with our refund decision, you may escalate the matter through the BIA Complaints Handling Policy. You retain your right to pursue any external remedy that is available to you, including through the relevant State or Territory consumer protection body (such as NSW Fair Trading), the ACCC, or the courts.

This document forms part of the binding legal agreement between you and Broker Institute of Australia. For questions, contact info@brokerinstituteofaustralia.com.au.