Refund policy
Return and Refund Policy
First 5 Minutes Pty Ltd ("we", "us", "our") Last updated: 15/09/2026
This Return and Refund Policy explains when and how refunds are provided for digital course purchases made through this website (the "Platform"). It should be read alongside our Terms and Conditions, Privacy Policy, Legal Notice, and Shipping and Delivery Policy.
Capitalised terms used but not defined in this Policy (e.g., "Client", "User", "you") have the meaning given to them in our Terms and Conditions.
1. Digital Products — No Physical Returns
1.1 First 5 Minutes Pty Ltd (ABN 65 010 596 013) sells digital products only. As no physical goods are supplied, there is nothing to physically "return" — this Policy relates solely to refunds of the purchase price.
2. Change of Mind
2.1 As access to course content is granted immediately upon payment, we do not offer refunds for a simple change of mind once access has been provided.
2.2 We encourage Clients/Users to carefully review course descriptions, outlines, and any preview material available before completing a purchase.
2.3 Free demo or preview course content is made available on the Platform to allow prospective purchasers to review the course style, format, and content before committing to a full purchase.
2.4 Where a Client/User has accessed available demo content prior to purchase, this may be taken into account when assessing a change-of-mind refund request, on the basis that the Client/User had a reasonable opportunity to review the nature and quality of the course before purchasing.
3. Refunds for Unallocated Course Access
3.1 Where a purchase provides multiple course access allocations (e.g., seats, licences, or tokens) that can be assigned to individual users, and the Client is unhappy with the service, we will refund the value of any unallocated course access remaining on the purchase.
3.2 Upon such a refund, the unallocated access count(s) will be removed from the Client's account/profile and can no longer be assigned or used.
3.3 This refund applies only to access that has not yet been allocated to a user at the time the refund is requested. It does not apply to:
- access that has been allocated to a user but not yet started or completed ("unused" allocated access); or
- access that has been allocated and partially completed ("incomplete" allocated access).
3.4 Any course access that has already been allocated to a user remains valid and usable in full, regardless of whether that access has been used, is in progress, or is incomplete, and is not eligible for a refund under this clause.
3.5 This clause reflects a voluntary refund term offered by First 5 Minutes Pty Ltd and operates in addition to, and does not limit, any rights you may separately have under the Australian Consumer Law as set out in clause 4 below.
4. Your Rights Under the Australian Consumer Law
4.1 Nothing in this Policy excludes, restricts, or modifies any guarantee, right, or remedy available to you under the Australian Consumer Law (Schedule 2 of the Competition and Consumer Act 2010 (Cth)) that cannot be lawfully excluded.
4.2 You may be entitled to a refund, in whole or in part, where a course:
- is not provided with due care and skill;
- is not fit for the purpose for which it was sold;
- is not delivered as described; or
- cannot be accessed due to a fault on our part that we are unable to remedy within a reasonable time.
4.3 A major failure (e.g., course content is corrupted, materially incomplete, or substantially different from its advertised description) may entitle you to a refund or replacement, at your election.
4.4 A minor issue (e.g., a temporary technical glitch, a broken link, or a formatting error) does not entitle you to a refund outright — we are entitled to first remedy the issue within a reasonable timeframe (e.g., by fixing access or re-issuing the affected content).
5. Circumstances Where Refunds Do Not Apply
We do not provide refunds where:
5.1 The Client/User has purchased or been assigned the incorrect course due to an error made by the purchaser or recipient (see clause 5 of our Terms and Conditions);
5.2 The Client/User has changed their mind after course access has been allocated;
5.3 The Client/User has failed to complete an allocated course within the applicable access period (see our Shipping and Delivery Policy);
5.4 The Client/User is dissatisfied with the outcome or result of completing the course (e.g., not achieving an expected qualification, job outcome, or personal result), where the course was delivered as described;
5.5 Access issues arise due to incorrect contact/account details provided by the Client/User, or from the Client/User's own hardware, software, or internet connectivity.
6. How to Request a Refund
6.1 Voluntary unallocated-access refunds (clause 3): Requests for a refund of unallocated course access under clause 3 must be made by contacting us at [Insert Contact Email] within [Insert Timeframe, e.g., 3 business days] of purchase. This timeframe applies only to voluntary refund requests made under clause 3 and does not limit any claim under clause 4.
6.2 Australian Consumer Law claims (clause 4): A request for a refund, replacement, or other remedy under clause 4 may be made at any time within the period allowed under the Australian Consumer Law, and is not subject to the timeframe in clause 6.1. Nothing in this clause or elsewhere in this Policy limits, restricts, or shortens the time within which you may raise a claim under the Australian Consumer Law.
6.3 All refund requests, whether under clause 3 or clause 4, should be directed to [Insert Contact Email] and should include:
· Your order number or proof of purchase;
· The email address used at the time of purchase;
· For requests under clause 3, the number of unallocated accesses remaining; and
· A description of the issue.
6.4 We aim to acknowledge all refund requests within 2 business days and provide an outcome within 4 business days.
6.5 We may request additional information or evidence (e.g., screenshots of an error, or confirmation of allocation status) to assess your request.
7. Refund Method and Timing
7.1 Approved refunds will be returned to the original payment method used at the time of purchase.
7.2 Please allow up to 5–10 business days for the refund to appear, depending on your card issuer or payment provider's processing times.
7.3 Where a refund is approved under clause 3 (unallocated access) or for partial course completion under clause 4, we reserve the right to calculate the refund on a pro-rata basis reflecting the unallocated or unaccessed portion, unless the Australian Consumer Law requires otherwise.
8. Chargebacks and Payment Disputes
8.1 If you have a concern about a purchase, we ask that you contact us directly at spot@first5minutes.com.au before initiating a chargeback or payment dispute with your bank or card provider, so that we can attempt to resolve the issue promptly. Contacting us first does not affect your right to lodge a chargeback or dispute at any time.
8.2 We will not restrict a Client/User's ability to make future purchases on the Platform for having raised a single chargeback or payment dispute, including where that dispute is ultimately unsuccessful.
8.3 We may restrict a Client/User's access to future purchases only where a chargeback or payment dispute is reasonably determined by us to be fraudulent or made in bad faith. Indicative factors we may consider include:
· a pattern of two or more chargebacks or reversals raised by the same Client/User across separate purchases, in circumstances where the Client/User made no prior attempt to contact us about the relevant issue; and
· clear evidence that the underlying course access was in fact provided, used, or completed by the Client/User at the time the chargeback was lodged.
8.4 A single chargeback, a chargeback raised after a genuine attempt to resolve the issue with us, or a chargeback that is later found to be valid or partially valid, will not be treated as fraudulent or made in bad faith under this clause.
8.5 Any decision to restrict access under clause 8.3 will be notified to the Client/User in writing, together with the reasons for the decision, and does not affect any right you may have to escalate the matter as set out in clause 10.
9. GST on Refunds
9.1 Where a refund is provided for a purchase that included GST, the refunded amount will include a corresponding adjustment to the GST component, in accordance with the A New Tax System (Goods and Services Tax) Act 1999 (Cth).
10. Complaints and Escalation
10.1 If you are not satisfied with the outcome of a refund request, you may escalate your complaint to the Australian Competition and Consumer Commission (ACCC) or the relevant state or territory consumer affairs body.
11. Contact
For all refund and return enquiries, please contact: Spot Administration at spot@first5minutes.com.au or 1300 321 120
This Return and Refund Policy does not constitute legal advice. First 5 Minutes Pty Ltd recommends seeking independent legal advice to confirm compliance with all applicable Australian laws and regulations relevant to its specific circumstances.