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Terms and Conditions

FOR PUBLIC TRAINING

A public course is one in which members of the general public may register and enrol, and is not limited to people from a particular workplace or organisation.

Public courses are listed and promoted on multiple websites, including Hearten Up ’s website, Mental Health First Aid Australia’s website, and any number of other external websites.

COURSE CANCELLATIONS BY HEARTEN UP

  • Hearten Up reserves the right to cancel public courses or change the dates of courses if necessary.
  • Where Hearten Up cancels or changes the date of a course, we aim to provide enrolled participants with adequate notice, and offer alternative dates for the same course.
  • If no alternative date is suitable as a result of us cancelling or rescheduling a course, we will refund 100% of the course fees received.

ENROLMENT CANCELLATION BY PARTICIPANT

  • Hearten Up will issue a refund of 50% of the course fee where notification of a course withdrawal is received 8 days or more prior to course commencement.
  • No refund will be issued where notification of a course withdrawal is received 7 days or less prior to course commencement.
  • If the enrolment comprises an eLearning component and the enrolment voucher code has been used, no refund for this component can be issued.

PARTICIPANT SUBSITUTION

  • Should you be unable to attend a course, you may nominate a substitute participant to attend in your place. Hearten Up require enrolment substitution to be notified 15 days or more prior to the course commencement date, and a fee of $110 (inc. gst) is applicable.
  • If the enrolment comprises an eLearning component and the enrolment voucher code has been used, no refund for this component can be issued, and the substitute participant will be required to pay a new eLearning enrolment fee ($55 inc. gst prior to 30/11/20, or $165 inc. gst 1/12/20 or later). The eLearning enrolment fee is set by Mental Health First Aid Australia and Hearten Up has no control over this.
  • No enrolment substitutions can be made if notification is received 14 days or less prior to course commencement.

RESCHEDULE

  • Hearten Up may transfer you to another date where notification is received 8 days or more prior to the course commencement. A fee of $55 (inc. gst) is applicable.
  • When you request to transfer to another date and the notification is received 7 days or less prior to course commencement, a transfer fee of $110 (inc. gst) is applicable.

NON-ATTENDANCE

  • Where you fail to attend a training course for which you have enrolled, all payments will be forfeited unless there are exceptional circumstances which prevent them from attending, such as an accident or illness, and:
  1. Notification is made to Hearten Up no later than 24 hours from course commencement, and
  2. A medical certificate is provided no later than 48 hours from course commencement.
  • Where exceptional circumstances occur, each case will be determined individually in relation to the cost of attending another course.
  • In these circumstances Hearten Up will happily move your booking to another suitable date without charge.

EXPECTATIONS OF PARTICIPANTS

Hearten Up expects all participants:

  • To be responsible for your own learning and development by actively and positively participating in group sessions.
  • To monitor your own progress by ensuring that assessment deadlines are observed.
  • To contribute to learning in a harmonious and positive manner irrespective of gender, race, sexual preference, political affiliation, marital status, disability or religious belief.
  • To be honest and respectful and not conduct yourself in any way that may cause offence or injury to others.
  • To respect other students and Hearten Up staff members and their right to privacy and confidentiality.

FOR PRIVATE TRAINING

TRAINING PROGRAM

Hearten Up develops bespoke training programs for businesses and organisations who engage us to deliver training for groups of people, with attendance and participation limited to persons nominated by the business or organisation.

Your training program will be discussed, proposed for your review, approval and binding sign-off through a Training Agreement. Parties to the Training Agreement are Hearten Up and the business or organisation, through a nominated signatory.

PROGRAM CONFIRMATION

Your training program will be outlined in a Training Agreement for your review and once agreed to, approval via signature (acceptable by Hearten Up ’s preferred electronic signature platform, or printed, signed, scanned and emailed).

In addition to your Training Agreement, Hearten Up will issue you with a tax invoice for 50% of the agreed total program cost. Payment of this is required within 7 days of invoice date in order to confirm your training program and the scheduled dates of delivery.

On receipt of this payment, an updated tax invoice showing the payment receipted will be issued to you, in addition to a separate invoice for the remaining 50% of the total program cost. Payment of this second invoice is required 2 business days prior to the program commencement date specified in your Training Agreement, in order for the training program to proceed.

Hearten Up reserves the right to discontinue the training program if fees are not paid as required.

PARTICIPANT TRANSFERS/CANCELLATIONS

Where a Training Agreement specifies the quantity of people who will be trained through the program, no fees will be refunded if any participant withdraws or is unable to complete the program.

If a participant is no longer able to attend training program sessions and Hearten Up is notified 15 days or more prior to training program session commencement, you may nominate a substitute participant to attend in their place. A fee of $55 (inc. gst) per substitute participant is applicable.

Please note however, if the enrolment comprises an eLearning component and the enrolment voucher has been used, then no refund for this component can be issued. In this instance a new eLearning enrolment will be required, and the cost price for this will be passed on to you via invoice and is payable within 7 days.

RESCHEDULE

Where a participant is unable to participate in scheduled training sessions, but other sessions covering the same training material and content are being delivered as part of the Training Agreement, Hearten Up can transfer a participant to another date/s, if a reschedule request is received 8 days or more prior to the initial session. A fee of $55 (inc gst) per transferring participant is applicable.

When you or a participant request to transfer them to another date and the notification is received 7 days or less prior to course commencement, a transfer fee of $110 (inc gst) per transferring participant is applicable.

NON-ATTENDANCE

Where a participant fails to attend any training session for which they have been registered, all payments will be forfeited unless there are exceptional circumstances which prevent them from attending, such as an accident or illness and:

  • Notification is made to Hearten Up no later than 24 hours from session commencement
  • A medical certificate is provided no later than 48 hours from session commencement.

Where exceptional circumstances occur, each case will be determined individually and Hearten Up may reschedule the participant to another suitable date without charge.  

EXPECTATIONS OF CLIENTS & PARTICIPANTS

Hearten Up expects all clients and training program participants:

  • To be responsible for their own learning and development by actively and positively participating in group sessions.
  • To monitor their own progress by ensuring that assessment deadlines are observed.
  • To contribute to learning in a harmonious and positive manner irrespective of gender, race, sexual preference, political affiliation, marital status, disability or religious belief.
  • To be honest and respectful and not conduct themselves in any way that may cause offence or injury to others.
  • To respect other students and Hearten Up staff members and their right to privacy and confidentiality.

ON-SITE VENUE REQUIREMENTS

Hearten Up is committed to providing and/or delivering training in a safe environment, conducive to positive learning and involvement for participants.

If you are providing the training facilities for face-to-face program delivery, Hearten Up requires:

  • Adequate heating, cooling, lighting and ventilation
  • Room adequately sized for the number of participants
  • Chairs and tables/desks for each participant
  • Whiteboard
  • Parking space for the trainer, adjacent to the venue to facilitate off-loading equipment
  • A staff member to meet and assist with unloading and carrying of equipment and direct our trainer to the training room
  • Adherence to occupational health and safety and fire regulations.

VENUE SAFETY

The following guidelines are provided as a basis for safe practice in the training environment:

  • Observe details of emergency response and evacuation plans;
  • Do not undertake activities which may cause injury to self or others;
  • Be responsible for your own actions;
  • Everyone has a responsibility to provide and maintain a safe working environment at all times, this includes staff, trainers, contractors, students and visitors.
  • Report all potential hazards, accidents and near misses to the Hearten Up’s facilitator and venue staff;
  • Consumption of alcohol within training and assessment facilities or during the conduct of training and assessment is not permitted, and people appearing to be suffering the effects of intoxication or drugs will be asked to leave and will forfeit any course fees paid;
  • Training areas must be kept neat and tidy at all times;
  • Observe hygiene standards particularly in eating and bathroom areas.

COURSE COMPLETION SURVEY

At the completion of a training program, the Client will be invited to complete a satisfaction survey. Your completion and return of this survey is important to Hearten Up for our ongoing improvement of services and to enable us to report this information to our registering authority. Your assistance in gathering this survey data is greatly appreciated.

Additionally, on completion of their training, participants will be invited to provide feedback to Mental Health First Aid Australia, who use this feedback to monitor course delivery quality and may incorporate this in future adjustments to the training framework and guidelines.

Hearten Up also invites feedback directly from participants, for our own quality assessment and ongoing improvement to services and delivery. Some of this feedback may be used in marketing material, and the express consent of participants will be sought and recorded for this purpose.

INSURANCE

Hearten Up has insurance coverage for professional indemnity and public and products liability. A Certificate of Currency can be provided on request.

Updated October 2020

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