Effective Date: 10/08/2025

At Pearls Academy, we understand that circumstances may occur that require students to cancel their registration. We have established the following policy to address refund requests based on the timing of the cancellation for online sessions and courses purchased from Pearls Academy. This policy operates in addition to your rights under the Australian Consumer Law (ACL).

1. Consumer Guarantees

Under ACL, all services, including online sessions, come with automatic consumer guarantees that they will be:

• Provided with due care and skill: We will deliver our online sessions using the appropriate level of expertise and professional diligence.
• Fit for purpose: Our services will be suitable for any purpose you and we agree on.
• Delivered within a reasonable time: If no specific timeframe is agreed upon, we will provide the service within a reasonable period.

If our service fails to meet a consumer guarantee and the issue is major, you are entitled to a refund or compensation. A major problem is when the service:

• creates an unsafe situation
• Has a problem that would have stopped you from buying it if you had known about it.
• Does not achieve the result you and we agreed on, and cannot be easily and quickly fixed.

If the problem is minor, we are entitled to choose to re-performing the service.

2. Our Voluntary Refund and Cancellation Policy

Beyond your rights under the ACL, we offer the following policies to ensure customer satisfaction.

A. Cancellations and Refunds Before the Session Commences

• More than 7 days prior to the session start date: You may cancel your booking and receive a full refund of all fees paid.
• Between 2 and 7 days prior to the session start date: You may cancel your booking and receive a 50% refund. Alternatively, you may transfer your enrolment to another available session without an additional fee.
• Within 48 hours of the session start date: No refunds will be provided, as it is difficult to fill the vacant spot. We may, at our discretion, offer a credit note for a future session.

B. “Change of Mind” Policy

We do not offer refunds or credits for a change of mind after the session has commenced, as course materials and access to the session content are typically provided.

C. Technical Issues and Connectivity

We are committed to providing a reliable online platform. If you experience a persistent technical issue that prevents you from participating in the session and the issue is on our end, we will offer a full refund or the option to re-book for a future session.

If you are unable to join a session due to technical problems on your end (e.g., poor internet connection, incorrect software installation, or device issues), we are unable to provide a refund. We recommend testing your setup prior to the session.

3. How to Request a Refund

To request a refund, please send a written request to info@pearlsacademy.com.au with the following information:

• Student’s full name and contact details.
• The name and date of the session you booked.
• Your reason for the refund request.

We will review your request and respond within 5 business days.