True's courses, products and services
Customer service policy
True is committed to providing exceptional customer service and quality products. We endeavour to make sure that all products listed on our website are currently in stock and pricing is true and correct. If an ordered item is not available or we are unable to fulfil your order we will notify you within 3 business days to arrange an alternative item, a backorder or a full refund.
Return/refund policy
Please choose carefully. We do not normally give refunds or accept returns if you change your mind or make a wrong decision. If a product is faulty, damaged, wrongly described, doesn’t perform as advertised or is different to the product ordered, we offer a refund, exchange or credit within 30 days of purchase. See our policy on Course bookings here.
Shipping and delivery
Orders are typically dispatched the next business day and shipping times are estimated at between 3-10 business days. Multiple product items within one order may be delivered separately. We are currently unable to process orders from countries outside of Australia through this online shop. Please contact us if you would like an order sent outside Australia.
Privacy policy
We take the privacy of our customers seriously. Our privacy policy outlines our approach in detail.
Payment policy
When registering to attend a Clinical Education course:
- Payment must be made within 7 days of registration
- Registration will be cancelled if payment is not received within 7 days from registration
- Payment is required to secure a position in the course
- Unpaid registrations will not be admitted to the course.
Notification of cancelled registrations will be emailed to the participant. True is not responsible for travel or other costs resulting from cancelling unpaid registrations.
Cancellation and Refunds
Schools, community and clinical education
All requests for cancellations must be made in writing by the registered participant to the appropriate unit Manager. For community education courses, notification is required to schools@true.org.au and for clinical education courses, notification is required to ceu@true.org.au.
True has a scaled cancellation policy, applicable to most course offerings, listed below:
- More than 30 days before course commencement - full refund less 15% administration fee
- Between 30 - 21 days before course commencement - 75% refund less 15% administration fee
- Between 21 - 14 days before course commencement - 50% refund less 15% administration fee
- 14 days or less before course commencement - no refund
If True cancels a course, True offers a full refund or first offer for the next course date.
True is not responsible for travel or other costs incurred from cancelling a course.
Looking After Me Program (LAMP)
Cancellations and refunds for LAMP bookings are consistent with NDIS’ Short Notice Cancellation Policy. For cancellations 7 days or less, or a no-show, no refund will be provided to participants, regardless of funding status.
a. For cancellations with more than 7 days’ notice, True will provide a full refund less 15% administration fee of the full cost of the session bundle.
True’s FPAA Certificate
Cancellations and refunds for LAMP bookings are consistent with NDIS’ Short Notice Cancellation Policy. For cancellations 7 days or less, or a no-show, no refund will be provided to participants, regardless of funding status.
a. For cancellations with more than 7 days’ notice, True will provide a full refund less 15% administration fee of the full cost of the session bundle.
True’s IUD insertion module
Once the IUD online modules are released for True’s IUD insertion training course, a non-refundable fee of $300 is also charged.
Clinical Education Cervical Screening
If resources have been mailed to the participant, it is a requirement that the participant will mail the resources back with the paid postage bag that will be provided to them by True. A failure to return these resources will result in a No Return Fee of $600 being charged to the participant.
Exceptional circumstances
True understands that there may be exceptional circumstances where a booking may need to be cancelled within a shorter time frame than 14 days. These circumstances will be considered and outcomes regarding cancellation fees and rebooking will be advised within 14 days of receiving the cancellation notification via email.
Pricing policy
Our prices are in Australian dollars (AUD) and include Goods and Services Tax (GST). We charge and withhold GST for orders to addresses in Australia. Each customer is responsible for any sales or other taxes on orders shipped to any other country.
Direct marketing
True may use personal information to keep clients and customers informed of products, courses and information that may be of interest. Clients and customers may opt-out of direct marketing at any time by notifying True.
