Refund Policy
1. About this policy
1.1 This policy applies to the digital therapist tools (PDF downloads) sold in our online shop by Kaptain Creative Pty Ltd (ABN 23 660 505 411) trading as Australian Trauma Education Centre ("ATEC", "we" or "us").
1.2 Each product is a single PDF, sold at a one-off price that includes GST. There are no memberships or subscriptions. Our products are for adults aged 18 and over.
1.3 The free Self-Check is not sold, so there is nothing to refund. If the Self-Check PDF will not download or open, email us and we will send you a working copy.
1.4 Organisation and multi-practitioner licences are sold separately on request. Refunds for those are covered by the agreement for that licence, as well as your rights under the law.
1.5 Downloads. You can download your product again from your account at any time for 12 months from the date you buy it. Please download it straight away and keep your own copy. After 12 months, you can keep using the copies you have already downloaded.
1.6 The 12-month download period does not limit your rights under the Australian Consumer Law. If a file is faulty, incomplete or will not download, at any time, tell us and we will send you a working copy, or give you a refund, as set out in section 3. If you lose your own copy after 12 months, that is not a problem with the product, but email us and we will try to help.
2. Your rights under the Australian Consumer Law
2.1 Our products come with guarantees that cannot be excluded under the Australian Consumer Law. Nothing in this policy limits those rights.
2.2 Under these guarantees, the products you buy from us must:
- be of acceptable quality, which for a PDF means it downloads, opens and is complete and readable;
- match the description we gave you, for example on the product page; and
- be fit for any purpose we said the product was for, or any purpose you told us about before you bought it.
2.3 Business buyers. If you buy a product for your practice or business, you may also have rights under the Australian Consumer Law. The consumer guarantees cover goods costing less than $100,000, which includes all our products.
3. What we will do if there is a problem
3.1 Major problems
3.1.1 A major problem is a serious problem. For example:
- the file is very different from its description, such as a different tool, or a large part is missing;
- the product cannot be used for its normal purpose, or a purpose we stated, and it cannot be fixed easily within a reasonable time; or
- you would not have bought it if you had known about the problem.
3.1.2 If there is a major problem, you can choose:
- a full refund; or
- a replacement (a corrected copy of the same product).
3.1.3 You can also choose to keep the product and ask us to pay you for the drop in its value caused by the problem.
3.2 Minor problems
3.2.1 A minor problem is one that can be fixed easily. For example, a download link that does not work, a page that will not display, a broken fillable field, or a typing error.
3.2.2 If there is a minor problem, we will fix it for free within a reasonable time, usually by sending you a new download link or a corrected file. We may choose to give you a refund instead.
3.2.3 If we cannot fix a minor problem, or we do not fix it within a reasonable time, you can choose a refund or a replacement.
3.3 Other loss
3.3.1 You may also be entitled to compensation for other loss or damage caused by the problem, if it was reasonably foreseeable.
4. Change of mind
4.1 We do not give refunds if you simply change your mind. For example, if you no longer need the product, or you chose the wrong product. This does not affect your rights under the Australian Consumer Law.
4.2 Please read the product description before you buy. If you are not sure whether a product suits you, email us first and we will help.
4.3 If you are charged twice for the same product by mistake, tell us and we will refund the extra charge.
5. When a remedy may not apply
5.1 You may not be entitled to a remedy under the consumer guarantees if:
- you simply changed your mind (see section 4);
- we told you about the problem before you bought the product;
- you caused the problem, for example by changing the file; or
- the problem is caused by your device not meeting the basic needs listed on the product page, such as having a PDF reader, and not by the file.
5.2 If this happens, we will still try to help.
6. How to ask for a refund or fix
6.1 Email us at enquiries@atec.vic.edu.au. Please include:
- your name and the email address you used to buy;
- the product name and the date you bought it;
- what the problem is; and
- a screenshot of the problem, if you can.
6.2 You can also write to us at PO Box 1024, Berwick VIC 3806.
6.3 There is no time limit set by this policy. Your rights under the consumer guarantees last for a reasonable time. Contacting us soon after you notice a problem helps us fix it quickly.
7. How long it takes
7.1 We will reply to say we have your request within 2 business days.
7.2 We will tell you our decision, or send a fixed file, within 10 business days of receiving your request. If we need more information from you, we will tell you.
7.3 We give refunds to the card or payment method you used, through Stripe. A refund usually takes 5 to 10 business days to appear, depending on your bank.
7.4 If we give you a refund, your licence to use that product ends. We will ask you to delete your copies.
8. If you are not happy with our answer
8.1 Please tell us, and we will review your request again.
8.2 You can also contact Consumer Affairs Victoria (www.consumer.vic.gov.au), or the consumer protection agency in your state or territory.
9. Contact
- Email: enquiries@atec.vic.edu.au
- Post: PO Box 1024, Berwick VIC 3806
- Business: Kaptain Creative Pty Ltd trading as Australian Trauma Education Centre, ABN 23 660 505 411
Last updated: 2 November 2026
