REFUND POLICY & PROCEDURE

REFUND POLICIES

Terms used in the refund policies are defined in the Terms and Conditions below.

Trading Essentials Program Money Back Guarantee:
If for any reason you do not wish to continue using the Trading Essentials Program, you can return all materials including any bonus items to one of our representatives between 9am and noon (12:00) on the first day of your scheduled Trading Essentials Class, or to our office within twenty-one (21) days from the Date of Enrolment, whichever comes first (“Guarantee Period”) and we will refund your Enrolment Fee in full in accordance with our Refund Procedure as set out below

All Approved Refunds are processed in accordance with our Refund Policy set out on our website. No refunds are given on items outside their guarantee or cancellation period. No refunds are given on products sold in a special or discounted package. No refunds are given on subscription services. No refunds are given on classes you have attended or fail to attend. No refunds are given on expired Class Credits.

An “Approved Refund” is a refund request that has been confirmed by OPL to be within either the guarantee or cancellation period. All Refund requests must be received by OPL prior to expiry of the applicable Guarantee Period. No Refunds are given on Refund requests that do not meet the applicable Guarantee conditions or that are received outside of the applicable Guarantee Period. Approved Refunds will be processed within thirty (30) days from date of approval by OPL. In the event that you choose to exercise your guarantee, you waive the right to attend any future classes and all associated OPL products will be terminated.

Partner Students: Only one Partner Student is permitted to be linked to a Primary Student. If you choose to enrol as a Partner Student and the Primary Student you are linked to chooses to refund, you will be required within 14 days from notification by OPL to either: a) upgrade your status to that of a Primary Student by paying the difference between the discounted Partner Student Enrolment Fee and Primary Student Enrolment Fee or b) request to be linked to another associated Primary Student approved by OPL.

Class Credits: A Class Credit is the right to attend an OPL Class specified by the type of Class Credit. Class Credits can only be used for the class which they are specified and must be used within 12 months from the date of purchase. Class Credits are non-transferable.

Class Changes: Your request to change Class location or date will be granted only if OPL can find another student to take your place. OPL reserve the sole right to change Class content. OPL reserve the right to cancel, reschedule or change location of any Class. If a Class for which you have been enrolled is cancelled or rescheduled we will make every reasonable effort to accommodate you in the next available scheduled Class. OPL will not under any circumstances be liable for any out of pocket expenses incurred by you as a result of any cancellation or rescheduling. Classes are non-transferable.

REFUND PROCEDURES

If you decide to return your materials at your scheduled Trading Essentials Class in re-saleable condition before 12:00pm of the first day of the scheduled Trading Essentials Class 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) in the case of a physical good, and obtain a Return Merchandise Authorisation (“RMA”) number. The Return Merchandise Authorisation number is valid for 14 days, at which time the application will lapse and the refund request is no longer valid.

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:

1. clearly displaying the RMA number on the outside packaging.
2. 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 OPL.

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 issuer may take up to 5 days to process refunds. Any shipping and handling cost will be deducted from refunds where applicable.

CUSTOMER FEEDBACK

We strongly encourage continued improvement and welcome all feedback concerning our Products, staff and business practices. Whether it’s paying a compliment or making a complaint, your feedback is the key to improving our Products.

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 customerservice@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 Ombudsman Service – Applies to Australian Residents Only
If you are not satisfied with a response received from our Customer Service Manager, you can also refer the matter to Financial Ombudsman Service Limited (“FOS”) (Membership Number 11550) which is an independent complaint handling body.

The contact details for FOS are:

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: customerservice@optionetics.com.au

New Zealand
Telephone: 0800 441 061 +61 2 8213 6066
Facsimile: +61 2 9972 7769
Email: customerservice@optionetics.co.nz