CyberCognize Return, Refund and Cancellation Policy
Last updated: 30 August 2026
CyberCognize Pty Ltd (“CyberCognize”, “we”, “us” or “our”) provides professional training and certification-related products and services, including products and services supplied, developed, administered or supported by third-party training, certification and examination providers.
For the purposes of this policy, a “Third-Party Training Provider” or “Provider” means an organisation whose courses, training materials, examinations, certifications, digital learning services or related products are authorised for sale, promotion, facilitation or delivery by CyberCognize.
Our products primarily consist of digital course access, learning materials, examinations and professional training services. As these are generally digital or service-based products, they cannot ordinarily be returned in the same manner as physical goods.
This policy should be read together with the CyberCognize Terms of Service and Privacy Policy.
1. Change of Mind
CyberCognize does not generally provide refunds simply because a customer changes their mind after course access, training materials, examination entitlements or other digital services have been provisioned.
Australian Consumer Law consumer guarantees generally do not require a business to provide a refund simply because a customer changed their mind. However, statutory rights continue to apply where a product or service does not meet an applicable consumer guarantee.
Customers should therefore carefully confirm the:
course selected;
applicable Provider;
delivery method;
language;
course inclusions;
scheduled date and time, where applicable; and
learner details;
before completing a purchase.
2. Cancellation Before Provisioning
If you wish to cancel an order, please contact CyberCognize as soon as possible.
Where a cancellation request is received before CyberCognize has:
ordered Provider materials;
registered the learner;
allocated a licence or entitlement;
activated course access;
issued examination access;
committed non-refundable Provider charges; or
otherwise commenced fulfilment of the purchased service,
CyberCognize may approve the cancellation and provide a refund.
Whether a discretionary cancellation can be approved will depend on the status of the order and any applicable Provider requirements.
If specific cancellation conditions apply to a particular product, Provider or scheduled training event, those conditions may be disclosed on the product page, quotation, booking confirmation or other information provided before the booking is confirmed.
Nothing in this section limits any rights available under applicable law.
3. Self-Study and E-Learning
Self-Study and E-Learning products may require CyberCognize to purchase, allocate or activate training materials, digital course access, examination entitlements or other services through a Provider.
Depending on the applicable Provider, CyberCognize may be required to make advance payment, purchase materials, allocate entitlements or otherwise commit Provider charges before the learner begins using the course.
Once training materials, course access, examination access or another digital entitlement has been ordered, allocated, activated or otherwise provisioned, a change-of-mind refund will generally not be available.
This does not prevent a customer from exercising any consumer right or remedy that cannot lawfully be excluded.
4. Virtual Classroom Training
Virtual Classroom training is scheduled live training and may involve commitments relating to:
trainer availability;
Provider fees;
participant numbers;
course materials;
examination arrangements; and
scheduled dates and times.
Cancellation, rescheduling or transfer requests should be submitted to CyberCognize as early as possible.
Whether a discretionary cancellation, transfer or rescheduling request can be accommodated will depend on the circumstances, including how close the request is to the scheduled training date and whether CyberCognize or the Provider has already incurred costs or commitments.
Any additional session-specific conditions will be communicated where applicable.
5. Instructor-Led Classroom Training
Instructor-Led Classroom training may involve additional commitments such as:
trainer costs;
venue bookings;
travel;
catering;
Provider fees;
course materials;
examination arrangements; and
other event-related expenses.
Cancellation, transfer and rescheduling conditions may therefore vary between sessions.
Where special conditions apply to a particular classroom event, they will be communicated as part of the applicable booking information.
If a customer requests cancellation or rescheduling, CyberCognize will consider the status of the booking, commitments already made and any applicable Provider requirements.
Nothing in these conditions limits rights or remedies that cannot lawfully be excluded.
6. Private, Corporate, Group and Government Training
Private training and corporate, group or government bookings may be subject to separate quotation and booking conditions.
These engagements may involve commitments made specifically for the customer, including:
trainer reservations;
customised scheduling;
venue arrangements;
travel;
training materials;
Provider fees;
examination arrangements; and
agreed participant numbers.
The applicable quotation, proposal or order confirmation may therefore specify cancellation, substitution, transfer or rescheduling conditions for that engagement.
Where such conditions apply, they form part of the booking agreement together with this policy and the CyberCognize Terms of Service.
7. Learner Substitutions and Course Transfers
Where appropriate, CyberCognize may allow a customer to request:
substitution of one learner for another;
transfer to another scheduled session; or
transfer to another delivery method.
These options are not guaranteed.
They depend on factors including:
whether access has already been provisioned;
Provider rules;
examination registration status;
course availability;
scheduled session capacity; and
any additional Provider costs.
Customers should contact CyberCognize as soon as possible if they wish to request a substitution or transfer.
Any price difference or additional Provider charge associated with an approved transfer may be payable by the customer before the transfer is completed.
8. Duplicate or Incorrect Payments
If you believe that you have been charged more than once for the same order or that an incorrect amount has been charged because of a payment-processing error, please contact CyberCognize.
Once verified, duplicate or erroneous payments will be corrected or refunded as appropriate.
9. Incorrect Course or Delivery Method Selected
Customers are responsible for checking that they have selected the correct course and delivery method before completing their purchase.
If you accidentally purchase the wrong course or delivery method, contact CyberCognize immediately.
Where provisioning has not commenced, we may be able to cancel or modify the order.
If Provider materials or access have already been ordered or activated, the available options may be limited by the applicable Provider's rules and costs.
We will advise you of the available options before making a requested change.
10. Cancellation or Material Change by CyberCognize or a Provider
Occasionally, CyberCognize or a Provider may need to:
cancel a scheduled course;
postpone or reschedule training;
change a trainer;
change a venue;
modify a delivery arrangement;
withdraw a course; or
make another material operational change.
Where a change materially affects a customer's booking, CyberCognize will contact the affected customer.
Depending on the circumstances, the available remedy may include:
transfer to another scheduled session;
transfer to an equivalent delivery method;
an alternative course or service where agreed;
account credit where the customer agrees to accept it; or
a refund where appropriate.
CyberCognize will not require a customer to accept store credit instead of a monetary refund where the customer is legally entitled to a refund.
11. Products or Services With a Problem
If a product or service supplied through CyberCognize does not meet an applicable consumer guarantee, customers should contact CyberCognize so that the issue can be investigated.
Depending on the nature and seriousness of the problem, an appropriate remedy may include having the service provided again, correcting the problem, cancelling the affected service or providing a refund or other remedy.
Where goods or services fail to meet applicable consumer guarantees, the appropriate remedy depends on the circumstances and the seriousness of the problem.
12. Third-Party Training Providers
Some products sold by CyberCognize are created, owned, administered, hosted or delivered by Third-Party Training Providers.
Provider policies may affect whether a discretionary change-of-mind cancellation, learner substitution, transfer or rescheduling request can be accommodated once CyberCognize has placed an order or provisioned an entitlement with that Provider.
A Provider's commercial policy does not remove any customer right against CyberCognize that cannot legally be excluded.
Customers who purchase directly from CyberCognize should contact CyberCognize regarding their CyberCognize order, even where a Provider is involved in fulfilment.
13. Provider-Specific Conditions
Certain Providers, courses, examinations or scheduled events may have additional cancellation, transfer or refund conditions.
Where these conditions materially affect the customer's purchase, CyberCognize will seek to communicate them through one or more of the following:
the relevant product or course page;
checkout information;
booking confirmation;
quotation;
proposal; or
other pre-purchase information.
Provider-specific conditions operate together with this policy and do not exclude rights that cannot legally be excluded.
Provider-specific conditions may vary between Providers and may change over time.
14. Australian Consumer Law
Nothing in this policy excludes, restricts or modifies any consumer guarantee, right or remedy that cannot lawfully be excluded under the Australian Consumer Law.
Businesses cannot use a refund policy, including a blanket “no refunds” policy, to override statutory consumer guarantee rights.
Where services do not meet an applicable consumer guarantee, consumers may be entitled to an appropriate remedy depending on the nature and seriousness of the problem.
These statutory rights operate independently of any additional discretionary refund, cancellation, transfer or rescheduling arrangements offered by CyberCognize.
15. How to Request a Refund, Cancellation or Transfer
To request a refund, cancellation, learner substitution, course transfer or rescheduling, please contact:
CyberCognize Pty Ltd
Suite 17, 89–97 Jones Street
Ultimo NSW 2007
Australia
Email: accounts@cybercognize.com
Recommended subject: Refund / Cancellation Request
Please include:
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your full name;
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order or invoice reference;
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course or service purchased;
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applicable learner name, if different;
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date of purchase;
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requested outcome;
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reason for the request; and
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any information that may assist us in assessing the request.
CyberCognize may request additional information reasonably required to assess or process the request.
16. Approved Refunds
Where a monetary refund is approved, CyberCognize will normally refund the amount through the original payment method, unless another arrangement is agreed or required by law.
After CyberCognize processes the refund, the time taken for funds to appear in the customer's account may depend on the payment provider, card issuer or financial institution.
Where only part of an order is eligible for refund, CyberCognize may process a partial refund corresponding to the affected product or service, subject to applicable law.
17. Changes to This Policy
CyberCognize may update this policy from time to time to reflect changes to:
products and services;
Third-Party Training Providers;
delivery arrangements;
payment processes;
legal or regulatory requirements; or
business operations.
The current version will be published on the CyberCognize website with the date of the latest update.
Changes will not retrospectively remove rights already accrued in relation to an existing purchase.