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These terms are between the learner and Trayn Pty Ltd T/A Training Up (RTO 40883), referred to below as “Training Up”.

Enrolment and selection

Learners are encouraged to disclose any medical conditions, disabilities, or learning needs at enrolment to allow Training Up to provide appropriate support and reasonable adjustments in line with equity and access principles.

Standard 2.4 (Equity and support needs), Outcome Standard 2

To confirm enrolment, learners must pay a deposit of $1,500. The deposit secures a place in the course as per published enrolment procedures. It is refunded in full if the learner cancels in writing within 10 business days of paying it (see Course fees, payments and refunds).

Compliance Requirements Policy – Learner Fee Protection and Transparency

It is the learner’s responsibility to note the advertised course schedule, including start date, location, and delivery format.

Standard 4.3 (Accurate pre-enrolment information)

If a course is cancelled due to insufficient enrolments, Training Up will contact affected learners using their most recent contact details. Learners are responsible for ensuring their contact information is current.

Outcome Standard 1.1 (Managing changes to services)

Learner requests to defer, transfer, or credit their enrolment due to personal circumstances will be considered. Where possible, alternative arrangements will be offered.

Standard 2.1(iv) (Flexible delivery and support for progression)

If a learner withdraws due to personal circumstances, Training Up will make every effort to facilitate enrolment in a future equivalent course.

Standard 2.3 (Learner support and continuity of training)

Late enrolments may be accepted provided all entry requirements are met. Full course fees still apply.

Standard 2.1(iv), Outcome Standard 2

Training Up reserves the right to refuse enrolment, withdraw a learner from training, or reallocate training staff where required. Learners will be notified as soon as practicable.

Outcome Standard 1.1, Standard 1.8 (Trainer/assessor suitability)

Some training activities involve physical risk (e.g. practical demonstrations, fieldwork). Participation is at the learner’s own risk. Training Up maintains public liability insurance for activities conducted on premises.

Legislative and regulatory obligations (WHS), Standard 2.4

Course fees, payments and refunds

Details of all fees — such as tuition, enrolment deposits, materials, and other applicable charges — are outlined in the Course Flyer or relevant pre-enrolment materials.

Standard 4.3 (Pre-enrolment information must be accurate and accessible), Compliance Requirements Policy – Transparent fee disclosure

In accordance with fee protection requirements, Training Up will not collect more than $1,500 from an individual learner prior to course commencement.

Compliance Requirements Policy – Learner Fee Protection

AQF certification documentation (Certificates or Statements of Attainment) will be issued to learners who are assessed as competent. These costs are included in the overall course fee.

Credential Policy – Issuance of certification, Standard 1.8 (Assessment leads to valid outcomes)

A deposit of $1,500 is required to secure enrolment. The deposit is refundable in full within 10 business days of paying it, if the learner cancels their enrolment in writing (see Cooling-off period). After that period, if a learner withdraws, cancels or does not attend, the deposit is not returned, except in the circumstances listed below. If total course fees are less than $1,500, full payment may be required upfront.

Compliance Requirements Policy – Refund policy, pre-enrolment fee collection

Refunds will be made only in the following circumstances:

Compliance Requirements Policy – Refund policy, Outcome Standard 1

Outside the 10-business-day cooling-off period, no refunds are available once a learner has commenced training.

Compliance Requirements Policy – Reasonable refund terms must be stated prior to enrolment

Learners are responsible for securely storing their certification. A reissue of certification will incur a reissue fee of $80.

Credential Policy – Reissue of certification

If a learner is assessed as not yet competent, they will be offered one reassessment opportunity. A second reassessment may also be offered.

Standard 1.8 (Reasonable adjustments and reassessment opportunities)

Guidance and feedback will be provided by the trainer before any reassessment.

Outcome Standard 2 (Trainer support for progression)

Generally, reassessment is provided at no additional cost. If applicable, any reassessment fees will be disclosed in the Course Flyer.

Compliance Requirements Policy – Full disclosure of costs prior to enrolment

If a learner is competent in some, but not all, units, a Statement of Attainment will be issued. Learners will have up to six months to complete outstanding assessments.

Credential Policy – Partial completion certification, Outcome Standard 1

Training Up is responsible for the issuance of all AQF certification documentation in a timely manner.

Credential Policy, Standard 1.1

Learners are required to provide specific resources for course participation. These are listed under “Resources to be provided by the learner” below.

Standard 2.4 (Learner access to necessary resources)

Cooling-off period

Learners are entitled to a statutory cooling-off period following enrolment, in accordance with relevant consumer protection laws. Learners may cancel their enrolment within 10 business days of paying the deposit by submitting written notice (via letter or email to info@trayn.com.au) to the RTO Manager. The deposit is then refunded in full.

The refund is paid to the original payment method.

Outcome Standard 1; Compliance Requirements Policy – Consumer rights, refund clarity; Standards 4.1 and 4.3; Australian Consumer Law – Cooling-off period obligations

Changes to agreed services

In the event of any change to agreed training or assessment services, Trayn Pty Ltd T/A Training Up will notify learners as soon as practicable. This includes, but is not limited to:

Where Training Up is unable to continue delivering training or assessment (e.g. due to closure), arrangements will be made to transfer learners to an equivalent training provider, or a refund will be issued in accordance with the Refund Policy.

Outcome Standard 1; Standard 4.3; Compliance Requirements Policy – Teach-out, transition, and continuity planning; Standard 1.1; National VET Regulator Act – Change of ownership and teach-out provision

Fee protection

To protect learner fees, Training Up will not collect more than $1,500 from any individual learner prior to the commencement of training, in accordance with the Compliance Requirements Policy.

If the total course fee is less than $1,500, the full amount may be required before training begins. Following commencement, learners may either:

All fees, charges, and payment conditions are clearly outlined in the Course Flyer and discussed prior to enrolment.

Compliance Requirements Policy – Learner fee protection and upfront payment limits; Outcome Standard 1; Standard 4.3; Standards 5.1–5.3 (RTOs 2025)

Consumer guarantee

Training Up guarantees that all training and assessment services will be delivered:

These guarantees align with Australian Consumer Law and the Compliance Requirements Policy, ensuring that learners receive the quality and continuity of training they were promised.

Learners who believe these guarantees have not been met may be entitled to remedies such as rescheduling, replacement training, or a refund as outlined in our Refund and Complaints Policies.

Outcome Standard 1; Compliance Requirements Policy – Delivery obligations and consumer protection; Standard 4.3; Australian Consumer Law – Statutory guarantees for services

Complaints and appeals

Training Up is committed to ensuring that all complaints and appeals are handled fairly, promptly, and without prejudice. Learners are encouraged to raise any concerns or issues with a staff member or the RTO’s management team in the first instance.

Where informal resolution is not possible, learners may submit a formal complaint or appeal using the Complaints and Appeals Form, available in the Student Handbook and from the RTO office. All submissions are acknowledged in writing and processed in line with our documented Complaints and Appeals Procedure.

Learners will:

Records of complaints and appeals are retained securely, and outcomes are used to support continuous improvement.

Outcome Standard 1; Standard 2.4; Compliance Requirements Policy – Documented complaints and appeals process; Standards 6.1–6.3 (RTOs 2025); Standard 7.2

Credit transfer

Training Up recognises Australian Qualifications Framework (AQF) qualifications and Statements of Attainment issued by any other Registered Training Organisation (RTO) under the principles of National Recognition.

Learners may apply for Credit Transfer for any equivalent units of competency they have previously completed. To support an application, learners must provide authentic evidence such as an original certificate or an official academic transcript.

Credit Transfer applications:

Details of the Credit Transfer process are outlined in the Student Handbook and can also be discussed with our administrative team.

Outcome Standard 1; Credential Policy – Recognition of formal learning via Credit Transfer; Standard 1.1

Language, literacy, numeracy and digital support (LLN+D)

Training Up is committed to identifying and supporting the LLND (Language, Literacy, Numeracy, and Digital) needs of learners to enable full participation in training and assessment.

At enrolment, learners undertaking Certificate III qualifications or below are required to complete an LLND assessment. The results help identify any support needs and inform adjustments to learning strategies or resources.

Support may include:

LLND skills are embedded in training package requirements and are essential for the successful completion of vocational competencies. Learners must demonstrate core skills such as:

Learners are encouraged to discuss any concerns about LLND skills with their trainer or support staff at any stage of their training.

Standard 2.2; Standard 2.3; Standard 2.4; Outcome Standard 2

Support services

Training Up is committed to providing accessible and appropriate support services to enable learners to successfully complete their training and assessment.

Learners are encouraged to discuss their support needs at enrolment, during induction, or at any stage of their learning journey. Trainers and support staff are available to assist with:

Where required, learners may be referred to external support services to ensure they are supported holistically. Support services are tailored to the needs of individual learners and are designed to promote progression and course completion.

Learners can request an appointment with their trainer, or escalate support needs to RTO management where additional assistance is needed. Further details are available in the Student Handbook.

Standard 2.3; Standard 2.4; Outcome Standard 2

Resources to be provided by the learner

To support effective participation in training and assessment, learners are required to supply the following resources, as relevant to the course they are undertaking:

Training Up outlines these requirements clearly in the Course Flyer and at enrolment. Learners are responsible for ensuring they have access to these resources. If learners are unable to obtain the required materials, they are encouraged to speak with their trainer or support staff to explore available alternatives or support options.

Standard 2.4; Outcome Standard 2; Standard 4.3

Legislative and regulatory requirements

During induction, learners will be made aware of their rights and responsibilities under relevant Commonwealth, State, and Territory legislation, as it applies to participation in vocational education and training. This includes, but is not limited to:

Learners must comply with Training Up’s policies and procedures at all times. These obligations are detailed in the Student Handbook and apply throughout the duration of enrolment.

By enrolling, learners acknowledge their responsibility to uphold the principles of safe, inclusive, and respectful participation in the learning environment.

Standard 1.1; Compliance Requirements Policy – Obligation to comply with relevant legislation; Outcome Standard 1

Privacy protection

Training Up is committed to protecting the privacy and confidentiality of personal information in accordance with the Privacy Act 1988 (Cth) and the National VET Data Policy.

Personal information collected from learners is used only for purposes directly related to their enrolment, training, assessment, and the issuance of nationally recognised credentials. Information may also be shared with government agencies, regulators, or funding bodies as required under law for:

All learner records are securely stored, either electronically in password-protected systems or physically in secure storage. No records will be removed from the RTO’s premises without appropriate authorisation or prior learner notification.

Learners may request access to their personal information at any time and can request corrections if information is inaccurate or incomplete.

Standard 1.1; Compliance Requirements Policy – Secure handling and reporting of learner data; Privacy Act 1988 (Cth); National VET Data Policy; Outcome Standard 1

Privacy notice

Under the Data Provision Requirements 2012, all Registered Training Organisations (RTOs) are required to collect and submit data compliant with AVETMISS for the National VET Provider Collection. This information is managed by the National Centre for Vocational Education Research Ltd (NCVER) and may be used for:

Personal information provided by learners may be disclosed to:

NCVER may also use the data to conduct surveys or studies related to training outcomes and the national VET system. Participation in these surveys is voluntary and supports continuous improvement of the VET sector. For more information, learners can review the NCVER Privacy Policy at www.ncver.edu.au.

Standard 1.1; Privacy Act 1988 (Cth); National VET Data Policy; Outcome Standard 1; Data Provision Requirements 2012