Refunds & Cancellations Policy

1. How to request a withdrawal, deferral or refund

Email hello@theguildofmasterbarbers.com with the student name, intake, request, reason and relevant supporting information. Notice takes effect when received. We may verify identity and ask for information reasonably needed to assess the request.

Submitting an application or attending a Discovery Session does not itself create a fee or require payment.

2. Student cancellation before the program starts

If a student changes their mind before commencement, The Guild will assess any refund against the accepted written terms, the notice given, commitments made for that place and the law. We may deduct only an amount permitted by the agreement and law that reasonably reflects disclosed administration or non-recoverable costs and actual loss. The balance, if any, will be refunded.

Any fixed cancellation amount or deposit treatment must be clearly disclosed before payment and must not be excessive, punitive or inconsistent with the Australian Consumer Law. If no amount was disclosed, we will not invent one after cancellation.

3. Student withdrawal after commencement

There is no automatic change-of-mind refund after training starts. We will consider the portion delivered, reserved capacity, materials or commitments already supplied, reasonable loss, the reason for withdrawal and any agreed payment arrangement.

A student may request a deferral or compassionate review. An approved outcome might include a future intake transfer, credit, adjusted schedule or partial refund. Approval depends on circumstances and availability and does not reduce mandatory consumer rights.

4. Cancellation or material change by The Guild

If The Guild cancels the program or cannot supply a material undelivered part, affected students may choose an appropriate transfer, replacement service or refund for the undelivered part, subject to their rights under consumer law.

If a class is rescheduled, we will give reasonable notice where practical and provide a reasonable alternative. A minor timetable or trainer change that does not materially reduce the service does not automatically create a refund, but individual impact will be considered fairly.

5. Missed sessions and non-attendance

A missed session is not automatically refundable because trainer time and a place may have been reserved. Tell us promptly. Where reasonably available, we may offer a make-up activity, alternative supervised practice or another intake option. Repeated unexplained absence may be managed under the enrolment terms.

6. Consumer guarantees and service problems

Nothing in this policy limits rights under the Australian Consumer Law. If services fail to meet a consumer guarantee, the remedy depends on the nature of the failure and may include fixing the service, re-supplying it, cancellation, refund for the unused portion or compensation where the law provides.

Tell us about a concern promptly so we can investigate and, where appropriate, remedy it within a reasonable time. You do not have to accept a remedy that would unlawfully replace a right you already have.

7. Refund method and timing

Once a refund is agreed or determined, we aim to initiate it within 10 business days using the original payment method where practical. Bank and payment-provider processing times are outside our control. We will provide a written calculation for any deduction.

A pending request does not require a student to give up a complaint, chargeback or legal right. We ask that students contact us first where practical so we can try to resolve the issue directly.

8. Review of a decision

If you disagree with an outcome, reply within 10 business days explaining why and include any new information. A person not responsible for the original decision should review it where reasonably possible. You may also use the Complaints & Appeals Policy or seek external advice. This policy is effective from 30 August 2026.