Veterinary Nurse Solutions Pty Ltd
Australian College of Veterinary Nursing · VetNurse.Study · Learn.VetNurse.Study

Effective date: 18 October 2026.

1. Scope

This Refund and Cancellation Policy applies to digital products, recorded webinars, webinar memberships and subscription-based learning resources sold through VetNurse.Study (vetnurse.study) and Learn.VetNurse.Study (learn.vetnurse.study), operated by Veterinary Nurse Solutions Pty Ltd, trading as the Australian College of Veterinary Nursing. It does not replace the refund and enrolment conditions for nationally recognised training, merchandise or other services sold directly through vetnurse.com.au. Separate product-specific terms may apply, including the Lifetime Webinar Membership terms and the Learn.VetNurse.Study subscription and assessment terms. Nothing in this Policy limits your rights under the Australian Consumer Law.

2. General refund position

Our digital learning products and access memberships are generally non-refundable unless the Australian Consumer Law requires a remedy or the relevant product offer expressly promises one. Please check what is included, the access period and any eligibility or assessment requirements before purchasing. A purchase provides the access described in the offer and does not transfer ownership of educational materials.

3. Circumstances that do not ordinarily entitle you to a refund

We do not ordinarily offer refunds simply because you change your mind, no longer need or want access, have not logged in or used the materials, do not have enough time to study, change employment or personal circumstances, find the material too basic or advanced for your preferences, purchase overlapping access, or do not finish a webinar or module. These situations alone do not establish a right to a refund. This does not affect remedies available if the product or service fails to meet applicable consumer guarantees.

4. Individual webinars and fixed-term memberships

Unless the individual product offer states otherwise, a one-off purchase of a recorded webinar gives you access to its learning content for six months from the date of purchase. Your access to the recording and associated learning activities ends when that period expires. For individual webinar purchases and 6-month and 12-month memberships, we aim to retain your completed learning records and make earned certificates available through your account after your content access expires, subject to our records retention rules and the continued operation of the service. The same principle applies to completed webinars under a Lifetime Webinar Membership if your entitlement later ends.

When you purchase a 6-month or 12-month webinar membership, your access continues until the end of its paid access period, including where you decide to stop using it or ask not to renew. Cancelling early does not ordinarily give you a refund for unused time. Purchases of recorded webinars and fixed-term memberships are generally non-refundable for change of mind, non-use or early cancellation. Any refund or other remedy required by the Australian Consumer Law remains available.

5. Lifetime Webinar Membership

Your Lifetime Webinar Membership continues for the operational lifetime of the standard recorded webinar library, subject to its separate terms. Choosing not to use the membership or requesting cancellation does not ordinarily entitle you to a discretionary refund or shorten the paid access entitlement. If you receive a full refund, the associated lifetime access entitlement ends. Any partial refund or other remedy will be handled in accordance with the agreed remedy and applicable law. The membership is personal and non-transferable. Its precise inclusions, exclusions, service duration and inactivity review process are set out in the separate Lifetime Webinar Membership Terms and Conditions. Your Australian Consumer Law rights remain unaffected.

6. Recurring learning subscriptions

For a recurring Learn.VetNurse.Study subscription, you can cancel future renewals through the cancellation method provided for that subscription. When you cancel, you retain access until the end of the billing period you have already paid for, unless a different outcome is required by law or expressly agreed as a remedy. We will not charge further renewal fees after an effective cancellation, other than amounts properly incurred before cancellation. Cancellation does not ordinarily create a refund for the current or past billing periods, including unused time. If a renewal was incorrectly charged after effective cancellation, contact us so that we can investigate and correct it. The subscription’s own terms will identify the billing cycle and cancellation process.

7. Assessments and qualifications

Access to learning resources is not automatically enrolment in a qualification or eligibility for assessment. Assessment purchases, enrolments, practical evidence and workplace requirements may have their own terms, including fees and cancellation provisions, which must be presented for the relevant product. We will not apply a blanket refusal of refunds where statutory consumer rights apply. Nationally recognised training delivered under a separate registered training organisation enrolment arrangement may be subject to that organisation’s student refund policy and statutory requirements.

8. Service problems and consumer guarantees

Under the Australian Consumer Law, services must meet applicable consumer guarantees, including being provided with due care and skill and being fit for a purpose made known or represented where relevant. If a service fails to meet those guarantees, you may be entitled to a remedy, which can include having the problem remedied, cancelling the service, a refund or compensation depending on the circumstances. We will consider the nature of the problem, what was represented at purchase and the remedy required by law. We do not refuse a statutory remedy solely because you accessed or used some of the content, or because a fixed period has passed since purchase.

9. Technical access and interruptions

If you cannot access a product you have purchased, please contact us promptly with your order details so we can investigate the account, membership permission, enrolment or technical problem. Reasonable maintenance and short interruptions may occur, but persistent or material failure to provide the purchased service will be addressed in accordance with applicable consumer law. We will not treat an access problem caused by our systems as a simple change-of-mind request.

10. How to request a cancellation or refund

Contact us through the contact information published on VetNurse.Study, providing your name, the email address associated with your account, the relevant product or order number, and the reason for your request. Please avoid sending payment-card information. We may request reasonable information needed to confirm your purchase or investigate the issue. We will review the request and explain the outcome and any available remedy within a reasonable time.

11. Refund processing and access

Where a refund is approved or required, we will explain the amount, method and anticipated processing arrangements. Refunds are ordinarily returned through the original payment method where practicable. If a product is fully refunded, the corresponding paid entitlement ordinarily ends when the refund is processed, subject to the applicable legal remedy. Other valid purchases and memberships are not automatically cancelled.

12. Related terms and contact

Read this Policy alongside our general Website and Learning Platform Terms and Conditions and the applicable product-specific terms. If anything in those documents conflicts with a right that cannot be excluded under the Australian Consumer Law, that right prevails. Veterinary Nurse Solutions Pty Ltd, trading as Australian College of Veterinary Nursing and operating VetNurse.Study and Learn.VetNurse.Study. Contact details are published on VetNurse.Study.