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Refund policy & procedures
Refunds will only be given:
- Under the Performance Guarantee;
- Under the Money Back Guarantee;
- For Software returned within 30 days of the purchase date;
- For Events when a request for refund is received within 7 days of the purchase date;
and
- in accordance with our Refund Procedures set out below.
Seminar Credits will be given for a request to cancel or re-schedule
attendance at live Events where notice in writing is received 48 hours before the
scheduled Event. A cancellation fee will be charged if less than 48 hours written
notice not received by us. Seminar Credits are not transferable and must be used
within 12 months from the date of 1st enrolment at an event.
To qualify for a 2-Day Event Performance Guarantee Refund:
you must, within seven (7) months of the date of your enrolment in the Event, submit
copies of broker statements and any other documents requested by us showing that
you have completed thirty-six (36) Optionetics Limited Risk Options Trades (�Completed
Trade�) within six (6) months of the date of your enrolment. A �Completed Trade�
means a position or multiple positions that are opened to enter a single strategy
and are later closed in total to exit that strategy. A Student may elect to receive
a 100% refund of the tuition fee or receive personal training for one year.
To qualify for the 2-Day Event Money Back Guarantee: you
must return all materials including any bonus items saleable condition to one of
our representatives by noon (12:00) on the first day of your scheduled Event or
within twenty-one (21) days from the date of enrollment, whichever comes first.
Associate Pricing Refunds: Where you purchase our Products in conjunction
with another student (the Primary Student) and we advise you that the Primary Student
has requested and received a refund you may elect by notice in writing within 7
days to either: a) return the Products and receive a refund; or b) upgrade your
status to that of a Primary Student by paying the difference between the purchase
price you paid and the purchase price paid by the Primary Student (the �Outstanding
Balance�). Failure by you to make an election will entitle us to charge you the
Outstanding Balance or cancel all rights to the Products and Associate benefits
Refund procedures
If you decide to return your materials at your scheduled 2-Day Event in re-saleable
condition before 12:00pm of the first day of the scheduled 2-Day Event you will
be issued with a receipt.
If you are entitled to a refund in accordance to our Refund Policy above and you
wish to return Products directly to our office, your request for a refund will be
processed accordance with the following procedure:
Contact our Returns Officer (details below) and obtain:
- In the case of a non physical Product a Release Form.
- In the case of a physical good a Return Merchandise Authorisation (“RMA”)
number and a Release Form.
We will not provide a refund or accept delivery of any returned goods unless a completed
Release Form is provided and in the case of physical goods they are returned:
- clearly displaying the RMA number on the outside packaging.
- in re-saleable condition as determined by us or at its sole discretion.
Returns
We take no responsibility for the return of goods and recommend all goods be returned
using a secure method of delivery. All delivery charges will be at the purchasers
sole cost.
Payments
Successful refund claims will be paid within 30 days from the date that the product
is returned to us.
Refunds will be made via the payment method of the original purchase or in the case
of direct debit payments, by cheque. Please note credit card issuers may take up
to 5 days to process refunds. Any shipping and handling cost will be deducted from
refunds where applicable.
Disputes
We strongly encourage continued improvement and welcome all feedback concerning
our Products and Services, staff and business practices. Whether it’s paying
a compliment or making a complaint, your feedback is the key to improving our Products
and Services.
If our level of service or quality of products has failed to meet your expectations,
we will do our best to solve any problems or issues that you might have, and use
your experience for continuous improvement purposes.
Making a complaint
We have procedures set in place to ensure that your feedback is treated seriously
and that your concern is addressed promptly and fairly. If you have a complaint
please give us the opportunity to fix the problem. We will investigate the complaint,
answer your questions and do all we can to resolve the matter.
To assist us please:
- Collect all supporting documentation about the matter of grievance; please take
some time to think of the questions that you would like us to respond to and what
your ideal outcome would be (if any), and;
- Contact the Customer Service Team to be assigned a team member to review your communication.
Please be assured that this person will have the necessary authority to review your
case.
You can submit your correspondence to:
Customer Care
Optionetics Pty Ltd
Unit 5 4 Skyline PL
Frenchs Forest NSW 2086
or email
classes@optionetics.com.au
We aim to resolve most issues within 21 days. However, some matters are more complex
and can take longer to resolve. If that is the case, we'll keep you informed of
our progress.
Dispute Resolution
If despite our best efforts, you believe your complaint has not been satisfactorily
dealt with, you may wish to lodge a written complaint with The Department of Fair
Trading in your State.
Financial Industry Complaints Service (Applies to Australian Residents
Only)
Optionetics Pty Ltd is also members of an External Dispute Resolution Scheme covering
financial services.
The Financial Ombudsman Service (FOS) is a company that has been set up to provide
assistance to Life Insurance Policy holders and clients of Financial Planners, Financial
Service Providers or Fund Managers.
The contact details for FOS are:
Financial Industry Complaints Service
GPO Box 3,
Melbourne, Vic 3007
Toll free: 1300 780 808
Fax: 03 9613 6399
Website: www.fos.org.au
How to Contact Us
Any enquiries associated with the Returns and Refunds Procedure should be directed
to our Customer Care Officer on:
Australia
Telephone: 1300 727 252 or 02 8213 6066
Facsimile: +61 2 9972 7769
Email: email@optionetics.com.au
New Zealand
Telephone: 0800 441 061 +61 2 8213 6066
Facsimile: +61 2 9972 7769
Email: email@optionetics.co.nz
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