Returns & Refunds Policy

1. Products covered

Mindset Cyber sells digital e-learning courses, live online instructor-led training (including PECB ISO certification courses), and CompTIA exam vouchers. Because these are different product types, different cancellation and refund terms apply to each. See the sections below.

2. PECB e-learning courses (self-paced)

PECB e-learning courses are delivered by PECB on the PECB platform (myPECB). Once we have assigned the course to the PECB account email you nominated at checkout, and PECB has activated the course on your account, the course is considered accessed. We cannot return the course to PECB after that point, and so we are unable to refund it.

No refund will be given once you have accessed a PECB course. “Accessed” means any of the following:

• The course has been assigned and activated on your myPECB account.
• You have logged in to the PECB platform and opened the course.
• Your PECB exam voucher has been issued.
• You have sat or attempted the exam.

If you spot an error in the PECB email you provided at checkout, please reply to our confirmation email immediately. We will try to update the assignment if PECB has not yet allocated the course, but we cannot guarantee it.

For all other digital e-learning courses we may sell from time to time, the same principle applies: we do not accept returns or offer change-of-mind refunds once access to a course has been provided.

3. Live online training (instructor-led)

Live online training courses are scheduled, instructor-led sessions delivered via Microsoft Teams. Payment is required to confirm your place in the course. The following cancellation terms apply:

• If for any reason the event does not go ahead, you will receive a full refund.
• If you cancel more than 7 days before the event start date, you will receive a full refund.
• If you cancel within 7 days of the event start date, you will receive a 50% refund.

To request a cancellation, email info@mindsetcyber.com.au with your name, order date, and the course name.

4. CompTIA exam vouchers

CompTIA exam vouchers are issued via the CompTIA Authorised Partner programme. Once a voucher code has been delivered to you, the following terms apply:

• Unused, unredeemed vouchers can be refunded within 7 days of purchase, less a 10% admin fee.
• Once a voucher has been redeemed at CompTIA Central, it cannot be refunded.
• Vouchers are valid for 12 months from the date of issue.
• The Voucher + Retake Assurance option includes one free retake if you fail your first attempt. The retake voucher is issued after we receive proof of the first failed attempt.

This policy mirrors CompTIA standard voucher policy. To request a refund on an unused voucher, email info@mindsetcyber.com.au with your name, order date, and the voucher code (or order number).

5. When a refund may be available

In line with the Australian Consumer Law, you may be entitled to a repair, replacement or refund if there is a major problem with your digital product. For our courses and vouchers, this may include situations such as:

• You were charged twice for the same product (duplicate purchase).
• You did not receive access to the course, or did not receive your voucher code, after successful payment and we are unable to provide it within a reasonable time.
• There is a technical issue on our side that prevents you from accessing the course or redeeming the voucher and we cannot resolve it within a reasonable time.

Where a problem is confirmed and cannot be fixed within a reasonable period, we will provide a refund as required under the Australian Consumer Law.

6. What is not covered

Refunds are not generally available where:

• You change your mind after purchase.
• You decide the course is no longer needed or not what you expected, despite accurate description on our website.
• You do not meet the technical requirements (for example, compatible device or internet connection) where these were reasonably disclosed.
• You fail to use the course within any published access period.

7. How to request assistance or a refund

If you are experiencing issues with access, or believe you may be entitled to a refund under this policy, please contact us with:

• Your full name.
• The email address used at checkout.
• The course name and order date.
• A brief description of the issue.

Email: info@mindsetcyber.com.au
We aim to respond to all requests within 3-5 business days.

8. Your rights under Australian Consumer Law

Nothing in this policy is intended to exclude, restrict, or modify any rights or remedies you may have under the Australian Consumer Law. If you have any questions about this Returns & Refunds Policy, please contact us at info@mindsetcyber.com.au.