Cancellation & Refund Policy

How does pricing work?

Pricing is set at the time of purchase and may change without notice. Once you buy a course or subscription, the fee you paid is fixed for that purchase. If we lower the price after you have paid, contact us and we will refund the difference.

Can I try Braintree Coaching before I pay?

Yes. We provide free mock tests on every course so you can experience our teaching methodology, the quality of our practice questions, and how the platform works before you spend any money. We recommend you sit a free mock test first — it is the surest way to know the course suits your child before purchase.

Can I get a refund if I change my mind?

Not once paid content has been substantially accessed. A change-of-mind refund is not available after you have worked through a meaningful part of the purchased content — tests, videos, worked solutions or study materials — because digital content cannot be returned and the value has already been delivered. This is why we ask you to sit the free mock tests first. If you change your mind very early, the 7-day limited goodwill refund below may still apply, and your Australian Consumer Law rights are never affected.

Is there a 7-day goodwill refund?

Yes, within limits. Because our courses are digital products and paid content is available immediately after purchase, we do not offer change-of-mind refunds once paid content has been substantially accessed. As a goodwill gesture, a refund request may be approved only where all of the following are true:

• the refund request is submitted within seven days of purchase;
• less than 20% of the paid course content has been accessed;
• no more than 2 paid tests or lessons have been attempted;
• no writing task, essay or assignment has been submitted for marking or teacher feedback;
• the account has not been shared or used across multiple users; and
• the request is not a change of mind made after substantial use of the course.

We use these thresholds because free mock tests already let you evaluate the course before you pay. Once a student has worked through a significant share of the material, sat multiple paid tests, or received teacher feedback, the value of the course has been delivered and a goodwill refund is not available. This goodwill window is separate from — and does not limit — your rights under the Australian Consumer Law.

What are my rights under the Australian Consumer Law?

Your rights under the Australian Consumer Law cannot be excluded, restricted or modified by anything in this policy. Regardless of the goodwill conditions above — and regardless of how much of the course has been used — you are entitled to a remedy if the content is:

• Faulty or defective — for example, a technical fault that stops you accessing what you paid for.
• Not as described — materially different from what we advertised.
• Not fit for purpose — unsuitable for the exam preparation we said it was for.

Where a failure is major, you may choose a refund; for a minor failure we may offer to fix the problem first. We will assess any issue you raise and provide the remedy the law requires. These guarantees apply in addition to the goodwill refund and override anything else in this policy.

What if a course has a content error or doesn't match the exam?

We review it with our academic team before any refund is considered. If you believe a course contains an academic error or does not align with the exam preparation purpose we stated, contact us and describe the concern. Our academic team will assess it.

Where the issue is minor, incomplete, or can reasonably be corrected, we may provide an update, a replacement or corrected question, an additional practice set, or a clarification. A refund is considered only where the course is materially different from its advertised description or cannot reasonably support the exam preparation purpose we stated — the standard set by the Australian Consumer Law. A single question you disagree with, or content you would have preferred, is not by itself grounds for a refund.

How do I request a refund?

Email support@braintreecoaching.com.au within seven days of your purchase, tell us the name on the account and the order, and describe the issue. We respond within five business days. If we approve a goodwill refund, course access is cancelled at the same time the refund is issued.

If you were charged twice for the same purchase because of a processing error, we refund the duplicate charge in full within five business days to your original payment method.

What happens to my access?

Your access ends when your subscription expires. Access may be withdrawn without a refund if an account is used on multiple devices at the same time or if purchased content is shared with others.

How are refunds paid?

Approved refunds are returned only to the original payment account used for the purchase and take 7–10 business days to appear. Braintree Coaching Australia may update this policy from time to time; the "Last updated" date above reflects the current version.