When you purchase a ticket to attend a program with Eco Explorers, you are entering into a contract and the following cancellation terms and refund policy applies. The following policy explains what your ticket gives you, including refunds and compensation if we or you have to cancel.
If we cancel
If we cancel a session due to staff unavailability, we will offer one of the following options:
- Offer you a makeup session.
- Give you credit for the session missed.
- Or a voucher to use towards our online programs or resources.
Please note, this does not include extreme or catastrophic fire danger days or extreme weather warnings.
If a session is cancelled after it has already started due to weather or safety concerns, we are unfortunately unable to give a refund or credit of the session fees.
If we have to cancel due to government direct COVID related lockdowns, then we will offer a make-up session, credit or for full term bookings, the term will simply be postponed and resume as soon as we can.
We DO NOT give refunds for any unused credit vouchers, nor can we extend them after they expire in 12 months. It is your responsibility to use your vouchers within the allocated time frame.
If the event has been longer than 3 months and we haven’t been able to run due to COVID lockdown (or any other reasons) then we can offer you a refund under certain circumstances such as you not being able to attend due to moving or your work days have changed, otherwise you will receive credit for the amount owing.
If we cancel a full program (school holiday workshop or term program) due to minimum numbers not being met or for any other reason then you are entitled to a full refund, or we will give you the choice of another program or credit.
If you can’t attend a session (one-off)
If you cannot attend a session due to being unwell or for any other reason then we do not offer a refund, credit or make-up session as that spot has been held for you and the program planning and staff allocated to work that day, has been based on the number of children attending.
If you want to cancel (full term)
If an event has not been cancelled, but you change your mind or are unable to continue, then you’re not entitled to a refund under Australian Consumer Law. Under our permit licence, we can only accept a certain amount of families per group so that spot has been allocated to you and with short notice, we are often unable to fill positions.
If you booked for a one-off event or workshop, then that ticket is non-refundable, and we cannot offer a credit voucher or makeup session.
If you have booked into a full-term program and your circumstances have changed and you cannot attend, then the following options are available:
- If you cancel 7 days before the commencement of a term program then we can give you a refund minus a 20% admin fee.
- If you cancel with less than 7 days notice, we will give you a refund minus 30% admin fee.
- If you cancel on or after the first day of term has commencement, then we cannot offer a refund but may offer a credit voucher under certain circumstances.
- If you need to swap groups or move to another one then there is a $20 transfer fee that you need to pay. This fee applies to all programs, including school holidays.
“You can’t cancel a service contract or get a refund if the problem was outside the control of the provider or if you changed your mind.” ACCC https://www.accc.gov.au/consumers/consumer-rights-guarantees/cancelling-a-service
Eco Explorers will endeavour to process all refunds within 2 – 6 weeks of such circumstances becoming known and the amount will automatically go back into the same account that you paid with.
Once your booking has been cancelled, you will receive an automated email notifying you of this.