Terms and Conditions

Business name: Keyframe Health
ABN: 77 695 846 989
Email: contact@keyframehealth.com.au

Keyframe Health delivers online education programs, courses, and professional development content to healthcare and allied health professionals (collectively, "courses").

Our courses are currently industry-endorsed professional development programs. They are not nationally accredited qualifications under the Australian Qualifications Framework (AQF) unless expressly stated in the course description.

Course descriptions, including content, duration, prerequisites, and outcomes, are published on our Site. We reserve the right to update course content to reflect current practice, legislation, or clinical guidelines without prior notice, provided the core learning outcomes are maintained.

4.1 Eligibility
By enrolling in a course, you confirm that:
•    You are at least 18 years of age, or have obtained verifiable parental or guardian consent
•    You meet any prerequisites listed in the course description
•    The information you provide during registration is accurate and complete
•    You are enrolling for your own professional development or with the authorisation of your employer

4.2 Registration Process
To enrol in a course, you must create an account on our Site and complete the registration process, including payment of the applicable course fee. Your enrolment is confirmed when you receive a written confirmation from us by email.

We reserve the right to decline an enrolment where prerequisites are not met, where we reasonably believe the information provided is inaccurate, or where we are unable to accommodate additional participants.

4.3 Course Prerequisites
Where a course lists prerequisites, it is your responsibility to ensure those prerequisites are met before you enrol. If you enrol without meeting the prerequisites and this comes to our attention, we may cancel your enrolment and apply our standard refund policy.

4.4 Corporate and Group Enrolments
Employers and organisations may enrol participants on behalf of their staff. The enrolling organisation accepts these Terms on behalf of all participants it enrols and is responsible for ensuring each participant is aware of and agrees to these Terms.

Where an organisation enrols participants, we may share enrolment status, progress, and completion data with that organisation as described in our Privacy Policy.

5.1 Course Fees
Course fees are as published on our Site at the time of enrolment. All fees are quoted in Australian dollars (AUD) and are inclusive of GST unless otherwise stated.

We reserve the right to change course fees at any time. Any change will not affect enrolments already confirmed and paid.

5.2 Payment
Full payment of the course fee is required at the time of enrolment unless a payment plan has been expressly agreed in writing. Your enrolment is not confirmed until payment is received in full.

We accept payment by credit card and debit card through our secure payment processors, Stripe and PayPal. We do not store your payment card details. All transactions are processed in accordance with Payment Card Industry Data Security Standards (PCI-DSS).

5.3 Invoices and Receipts
A tax invoice and payment receipt will be sent to the email address you provided at registration. It is your responsibility to ensure your email address is correct. If you require a copy of your invoice or receipt, please contact us at contact@keyframehealth.com.au.

5.4 Fee Protection
Where we collect course fees in advance of a course commencing, we take reasonable steps to protect those funds. If a course is cancelled by us prior to commencement, a full refund of fees paid will be provided.

5.5 Additional Fees
The following additional fees may apply in certain circumstances:

Circumstance	Fee
Re-issue of certificate or completion record after initial issue	$25 per certificate
Assessment extension beyond the standard completion period	$25 per extension
Change of enrolment to a different course intake or date	$25 (where applicable)
Late cancellation (see Section 6)	As per cancellation policy

Fees are subject to change. The current fee schedule is available on our Site.

We provide a 3-day cooling off period for all course enrolments. If you change your mind after enrolment for any reason, you may cancel within 3 days of receiving your enrolment confirmation and receive a full refund of all fees paid, provided you have not yet commenced the course.

To exercise your cooling off right, notify us in writing within 3 days of your enrolment confirmation to contact@keyframehealth.com.au. Refunds will be processed within 10 business days.

Once the cooling off period has passed, our standard cancellation and refund policy in Section 7 applies.

7.1 Cancellation by You — Online Courses
If you cancel your enrolment in an online course after the cooling off period has passed, the following refund schedule applies. Our platform automatically records the date and extent of your access to course content. These records are used to determine which refund tier applies and are available upon request.

For the purposes of this clause, "accessed" means any interaction with course content beyond the welcome or orientation module, including opening a lesson, watching any portion of a video, downloading any resource, or viewing any assessment question, as recorded by our learning platform.

When you cancel	Refund entitlement
Before you have accessed any course content, within 7 days of enrolment confirmation	90% refund of fees paid
Before you have accessed any course content, more than 7 days after enrolment confirmation	50% refund of fees paid
After accessing course content, regardless of whether assessments have been commenced or submitted	No refund

All cancellation requests must be submitted in writing to contact@keyframehealth.com.au and include your full name, enrolment date, and course name. The date of receipt of your written request determines which tier applies. Verbal or informal cancellation requests will not be accepted.

No refund will be provided, and your account may be suspended, where we have reasonable grounds to believe that:
•    Course content has been copied, downloaded, shared, or distributed in breach of Section 14 (Intellectual Property)
•    A refund is being sought after content has been accessed with the intent to avoid payment
•    Multiple enrolments have been made and cancelled in a pattern consistent with content harvesting

We reserve the right to report suspected content theft to relevant authorities and to pursue recovery of losses through legal action.

7.2 Cancellation by You — Workshop and In-Person Courses
If you cancel your registration for a workshop or in-person course after the cooling off period:

Notice provided before workshop date	Refund entitlement
More than 14 days' written notice	90% refund of fees paid
8 to 14 days' written notice	50% refund of fees paid
7 days or fewer, or non-attendance	No refund

7.3 Transfers
You may request a transfer to a different intake, date, or equivalent course subject to availability. Transfer requests must be made in writing to contact@keyframehealth.com.au at least 7 days before your scheduled course date.

A transfer fee of $25 may apply where a transfer is requested after enrolment is confirmed. The first transfer is provided at no charge where requested more than 14 days before the course date.

You may nominate a substitute participant to take your place in a workshop at no additional cost, provided you notify us in writing before the course commences and the substitute meets all prerequisites.

7.4 Cancellation by Us
We reserve the right to cancel or postpone a course at any time, including due to insufficient enrolments, unavailability of a trainer, venue issues, or circumstances beyond our control (including public health emergencies).

If we cancel a course prior to commencement, we will:
•    Notify you as soon as practicable by email
•    Offer you a transfer to the next available equivalent course, or
•    Provide a full refund of all fees paid if no suitable alternative is available

We are not liable for any additional costs you may incur as a result of a course cancellation by us, including travel, accommodation, or other expenses.

7.5 Australian Consumer Law
Nothing in these Terms limits your rights under the Australian Consumer Law (Schedule 2 of the Competition and Consumer Act 2010 (Cth)), including your rights to a remedy where a service is not fit for purpose, not as described, or not delivered with due care and skill.

8.1 Online Course Access
Following confirmation of your enrolment and payment, you will be provided access to your course materials through our online learning platform. Course access will be available for 6 months from the date access is granted, unless otherwise specified in the course description.

You are responsible for ensuring you have a compatible device, internet connection, and browser to access our platform. Technical requirements are published on our Site.

Access logging: Access to course content is logged by our learning platform, including the date, time, and duration of each session, pages and videos accessed, resources downloaded, and assessment activity. These records may be used to determine refund eligibility under Section 7.1, investigate suspected misuse of course content, and support any legal proceedings arising from a breach of these Terms.

8.2 Workshop Attendance
For workshop-based courses, please ensure you:
•    Arrive at least 15 minutes before the scheduled start time
•    Bring valid photo identification
•    Have completed any required pre-workshop online learning before attending
•    Bring any equipment or materials specified in your confirmation email

Participants who arrive more than 30 minutes after the scheduled start time may not be admitted and will not be entitled to a refund. We are not responsible for late arrival due to transport, traffic, or other personal circumstances.

8.3 Completion Timeframes
All assessments and course activities must be completed within the timeframe specified in your course description, which commences from the date you are granted access. Standard completion periods are:

Course Type	Standard Completion Period	Extension Available
Online self-paced course	[INSERT — e.g. 12 months from access grant date]	Yes — see Section 8.4
Workshop with online components	[INSERT — e.g. 6 months from workshop date]	Yes — see Section 8.4
Short module or webinar	[INSERT — e.g. 30 days from access grant date]	No

8.4 Assessment Extensions
If you are unable to complete your assessments within the standard completion period, you may apply for an extension in writing to contact@keyframehealth.com.au before your access expires. Extensions are granted at our discretion and a fee may apply.

Extension	Duration	Fee
First extension	90 days	No charge
Second extension	90 days	$25
Further requests	At our discretion	$25

8.5 Code of Conduct
All participants are expected to engage with course content and other participants in a professional and respectful manner. We will not tolerate:
•    Harassment, discrimination, or bullying of other participants, trainers, or staff
•    Submission of work that is not your own, including use of AI tools to complete assessments without disclosure
•    Sharing of course content, materials, or assessments with non-enrolled parties
•    Any conduct that disrupts the learning experience of other participants

We reserve the right to suspend or terminate your enrolment without refund if you breach this Code of Conduct.

9.1 Assessment Requirements
Where a course includes assessment activities, you must complete and submit all required assessments to be eligible for a certificate or completion record. Assessment requirements and marking criteria are detailed in each course.

9.2 Resubmission
If you do not meet the required standard on a first assessment submission, you will be provided with feedback and [INSERT — e.g. two] additional opportunities to resubmit, included in your course fee. Further resubmission attempts beyond this may incur an additional fee.

9.3 Academic Integrity
All submitted work must be your own. Any suspected breach of academic integrity, including plagiarism, collusion, or falsification of evidence, will be investigated and may result in cancellation of your enrolment and forfeiture of fees paid. We may report serious breaches to relevant professional registration bodies where applicable.

10.1 Types of Completion Records
On successful completion of a course, we will issue you with a completion record. The type of record depends on the nature of the course:

 

Record Type	When Issued
Certificate of Completion	For successfully completed non-accredited professional development courses
Certificate of Attendance	For attendance-based workshops or events where no assessment is required

 

10.2 Certificate Details
All completion records issued by Keyframe Health will include your full name as provided at registration, the course name, the date of completion, and a unique certificate identification number. Please ensure your name is entered correctly at registration as it will appear on your certificate.

Requests to reissue a certificate with corrected details due to an error in your registration information may incur an administration fee.

10.3 Revocation
We reserve the right to revoke a certificate or completion record where it was:
•    Obtained as a result of fraud, misrepresentation, or academic misconduct
•    Issued in error by us
•    Obtained by a participant who failed to make full payment of course fees

Before revoking a certificate, we will provide you with written notice and an opportunity to respond within 14 days.

Some of our courses may be endorsed by professional bodies and associations for CPD points or hours. Any endorsement, points allocation, or recognition is determined by the relevant professional body and is subject to their rules and requirements.

We publish endorsement information on our Site where available. It is your responsibility to verify that a course meets the specific CPD requirements of your registration board or professional association before enrolling. We make no guarantee that a course will be accepted by any particular body.

To be eligible for endorsed CPD points, you must meet the minimum participation requirements set by the endorsing authority, which may differ from our own completion requirements.

Keyframe Health is committed to providing equitable access to learning for all participants, regardless of disability, cultural background, language, or other personal circumstances.

If you have a disability, learning support need, literacy or numeracy requirement, or any other circumstance that may affect your participation, please contact us at contact@keyframehealth.com.au before or at the time of enrolment. We will make reasonable adjustments to support your participation where practicable.

Reasonable adjustments may include alternative assessment formats, extended timeframes, or accessible versions of course materials. We are not required to make adjustments that would fundamentally alter the nature of the course or impose an unjustifiable hardship on our organisation.

From time to time, we may take photographs or record video during workshops, events, or live sessions for the purposes of marketing, publication on our website, social media, or other business purposes.

Where photography or recording occurs at a workshop or event, we will advise participants at the commencement of the session. If you do not wish to be photographed or recorded, please advise your trainer or a staff member and we will take reasonable steps to exclude you from any images.

You may request removal of any image in which you appear at any time by contacting us at contact@keyframehealth.com.au. We will action removal requests within a reasonable timeframe.

All course content, materials, videos, assessments, graphics, and other resources available through our Site and platform are owned by or licensed to Keyframe Health and are protected by Australian and international copyright laws.

Your enrolment grants you a limited, non-exclusive, non-transferable licence to access and use the course materials for your own personal professional development only. You must not:
•    Copy, reproduce, distribute, or share course materials with any person who is not enrolled in the course
•    Record, download, or screenshot video or audio content without our written permission
•    Use course content for commercial purposes, including delivering training to others based on our materials
•    Remove or alter any copyright or attribution notices from course materials

Breach of these intellectual property terms may result in termination of your access and enrolment, and may expose you to legal liability.

We are committed to continuously improving the quality of our courses and services. As part of our quality assurance process, we may ask you to complete evaluation forms or surveys at the conclusion of a course or at other points during your enrolment.

Your feedback is valued and is used to improve our course content, delivery, and student experience. Survey responses may be aggregated and used for reporting and improvement purposes.

16.1 Complaints
We take all complaints seriously and are committed to resolving them fairly and promptly. If you have a complaint about any aspect of your course, our services, or the conduct of our staff, please follow the process below:

Step 1 — Informal resolution: Contact us at contact@keyframehealth.com.au to discuss your concern. Many issues can be resolved quickly through informal discussion.

Step 2 — Formal complaint: If your concern is not resolved informally, submit a formal written complaint to contact@keyframehealth.com.au with details of your complaint and your desired outcome. We will acknowledge receipt within 2 business days and provide a substantive response within 15 business days.

Step 3 — External escalation: If you are not satisfied with our response, you may contact the relevant external body. For consumer matters, this may include the Australian Competition and Consumer Commission (ACCC) at accc.gov.au or your state consumer affairs office.

16.2 Assessment Appeals
If you believe an assessment decision was incorrect, you have the right to appeal. To lodge an assessment appeal, contact us in writing at contact@keyframehealth.com.au within 7 days of receiving your assessment result, setting out the grounds for your appeal.

Appeals will be reviewed by a person not involved in the original assessment decision. We will notify you of the outcome within 15 business days of receiving your appeal.

To the maximum extent permitted by law, Keyframe Health's total liability to you for any claim arising out of or in connection with these Terms or your use of our services is limited to the total course fees paid by you in respect of the course to which the claim relates.

We are not liable for any indirect, consequential, incidental, or special loss or damage, including loss of income, loss of opportunity, or loss of professional standing, arising from your use of or inability to use our courses or services.

Nothing in these Terms excludes, restricts, or modifies any guarantee, right, or remedy that you have under the Australian Consumer Law that cannot lawfully be excluded.

Our courses are designed for professional development purposes. We do not guarantee any particular outcome, including employment, professional registration, or clinical competency, as a result of completing our courses. It is your responsibility to ensure any course you enrol in meets the specific requirements of your registration board or employer.

We collect, use, and disclose your personal information in accordance with our Privacy Policy, and the Privacy Act 1988 (Cth).

19.1 Governing Law
These Terms are governed by the laws of South Australia and the Commonwealth of Australia. Any dispute arising under these Terms is subject to the non-exclusive jurisdiction of the courts of South Australia and the Federal Court of Australia.

19.2 Entire Agreement
These Terms, together with our Privacy Policy and any course-specific terms published on our Site, constitute the entire agreement between you and Keyframe Health in relation to your use of our Site and services and supersede all prior agreements and understandings.

19.3 Severability
If any provision of these Terms is found to be unlawful, void, or unenforceable, that provision will be deemed severed from these Terms and will not affect the validity and enforceability of the remaining provisions.

19.4 Waiver
Our failure to enforce any provision of these Terms will not constitute a waiver of that provision or our right to enforce it in the future.