Refund & Cancellation Policy

1. About this policy

This Refund & Cancellation Policy ("Policy") applies to all training courses, workshops, classes and ticketed events (together, "Training") supplied by Spruik Digital ("Spruik", "we", "us" or "our"). It forms part of, and should be read together with, our Training Terms & Conditions. By booking, purchasing a ticket for, or attending any Training, you agree to this Policy.

For the purposes of this Policy:

• "Ticketed Event" means a seat or ticket purchased for a scheduled, publicly-listed workshop or event (for example, a seat booked through spruik.co/book), whether paid by card or by invoice.
• "Invoiced Engagement" means a private, in-house, corporate or custom Training engagement booked under a quote, proposal, statement of work or invoice, rather than as an individual ticket to a public event.
• "Start Time" means the scheduled commencement date and time of the relevant Training (using the local time of the event location), or, for a multi-day engagement, the commencement of the first session.

2. Payment is taken in advance

All fees are payable in full and in advance to confirm a booking. A seat, date or engagement is reserved and held only once we have received payment in cleared funds (or, for an Invoiced Engagement, once the applicable invoice is paid by its due date). We may release an unpaid or provisionally-held booking without notice.

Unless stated otherwise, fees are quoted in Australian dollars (AUD), or in New Zealand dollars (NZD) where indicated, and are exclusive of GST. GST is added at the prevailing rate where applicable. Any refund issued under this Policy is calculated on the fee actually paid and includes an adjustment for GST where relevant.

3. Ticketed Events — 72-hour policy

Because seats are strictly limited and reserving one prevents us offering it to someone else, the following applies to cancellations you request for a Ticketed Event:

• 72 hours or more before the Start Time: you may request to cancel, transfer your seat to another person, or move to a later session. A refund is offered at Spruik's discretion and, where granted, may be issued as a credit toward a future Training rather than a cash refund. A transfer or credit will normally be offered as the first option.
• Within 72 hours of the Start Time: cancellations are non-refundable. Non-attendance or failure to attend without notice (a "no-show") is also non-refundable.

Travel and other committed costs. Where we have incurred travel, accommodation, catering, venue or other third-party costs for your booking that we cannot recover (including for a session run in your location or a regional or remote area), those amounts are non-refundable and may be retained or deducted from any refund or credit, even where you cancel 72 hours or more before the Start Time.

Transfers and substitutions. Up to 24 hours before the Start Time you may send another attendee in your place at no charge, provided you give us their details in writing beforehand.

4. Invoiced Engagements — cancellation by you

For an Invoiced Engagement we reserve trainer time, decline other work for the booked dates, and prepare tailored materials well in advance. Confirming an Invoiced Engagement therefore requires a non-refundable booking deposit of 50% of the total fee. The deposit secures your date and reserves the trainer time we then hold and turn away other work for, and it represents a genuine pre-estimate of the loss we suffer if you do not proceed — it is not a penalty. Where you pay the fee in full in advance, 50% of that fee is treated as the booking deposit and the balance as prepayment of the fee.

If you cancel, or do not proceed with, a confirmed Invoiced Engagement:

• the 50% booking deposit is forfeited — that is, we refund 50% of the fees you have paid and retain the deposit to cover reserved time, preparation and lost opportunity; and
• in addition, any third-party costs already committed on your behalf (for example, travel or accommodation booked for the engagement) that cannot be recovered are non-refundable and are payable by you or deducted from any refund.

As an alternative to cancelling, we may — at our discretion and subject to availability — agree to reschedule an Invoiced Engagement to a later date if you ask in writing with reasonable notice, subject to any non-recoverable third-party costs.

The booking deposit is non-refundable only where you cancel or do not proceed. If Spruik cancels and does not deliver the Training, the deposit and all other fees you have paid are fully refundable (see clause 5), and this does not affect your rights under the Australian Consumer Law.

5. If Spruik cancels or reschedules

We may occasionally need to cancel, reschedule or relocate Training — for example, if minimum numbers are not met, a trainer is unavailable, or for reasons beyond our reasonable control. If we cancel or reschedule Training you have paid for, you may choose either:

• a transfer to the rescheduled or an alternative session; or
• a full refund of the fees you have paid for that Training.

Where we cancel or postpone Training and, as a result, it is not supplied, or where a cancellation or postponement by us amounts to a failure to meet a consumer guarantee under the Australian Consumer Law, nothing in this Policy limits the rights and remedies available to you under that law (see clause 8), which may include a full refund.

Except to the extent we cannot lawfully exclude it, Spruik is not responsible for any travel, accommodation, time or other costs you incur in connection with Training that we cancel, reschedule or relocate. We recommend booking refundable travel and accommodation, or taking out travel insurance, where relevant.

6. How to cancel or request a refund

All cancellations, transfers and refund requests must be made in writing to hello@spruik.co and quote your booking reference. A request takes effect from the date and time we receive it, and the relevant timeframes in this Policy are measured from that point.

Approved refunds are made to the original payment method (or by bank transfer for Invoiced Engagements) within 10 business days of approval. Depending on your bank or card provider, it may take additional time for a refund to appear on your statement.

7. Discretion and chargebacks

Where this Policy gives Spruik a discretion, we will exercise it reasonably and in good faith. Any refund or credit granted outside your strict entitlement under this Policy is a goodwill gesture and does not vary this Policy or create an entitlement to the same treatment in future.

If you believe you are entitled to a refund, please contact us first so we can resolve it. Initiating a payment dispute or chargeback without first giving us a reasonable opportunity to respond may result in additional recovery costs where the charge was validly made.

8. Your rights under the Australian Consumer Law

Nothing in this Policy excludes, restricts or modifies any right, guarantee, warranty or remedy you may have under the Competition and Consumer Act 2010 (Cth), including the Australian Consumer Law ("ACL"), or any other law that cannot lawfully be excluded or limited. Our Training comes with guarantees that cannot be excluded under the ACL — for example, that services will be provided with due care and skill and be fit for any purpose we have agreed.

This Policy governs cancellations you make for change of mind, convenience or circumstances that are not our fault. It does not limit any remedy you are entitled to where Training fails to meet a consumer guarantee. Where you are entitled to a remedy under the ACL and a failure is not a major failure, we may choose to provide the service again or a refund; where the failure is major, you may choose a refund or an alternative.

9. Governing law

This Policy is governed by the laws of Victoria, Australia, and you and Spruik submit to the non-exclusive jurisdiction of the courts of that State and the Commonwealth of Australia.

10. Contact us

For any question about this Policy, a booking or a refund: