Bookings, Cancellations, Refunds & Course Transfer Policy

Effective Date: 1/9/2026
Business Name: Queensland Boat Licence

Queensland Boat Licence is committed to providing a professional, fair and transparent training experience for all candidates undertaking recreational marine licence training.

We recognise that circumstances can change and that candidates may occasionally be unable to attend a scheduled course due to illness, personal circumstances, weather, operational issues or other unforeseen events.

At the same time, Queensland Boat Licence is a small training provider operating with limited course places, scheduled trainers, vessels and practical training resources. Once a booking has been confirmed, a place is reserved specifically for that candidate and may no longer be available to another customer.

This policy explains the circumstances in which a candidate may request a cancellation, refund, transfer or change of course date.

This policy should be read together with the Queensland Boat Licence Terms and Conditions, course information, any applicable promotional terms and the terms attached to gift certificates or special offers.

Nothing in this policy is intended to exclude or limit any rights a consumer may have under the Australian Consumer Law or other applicable Queensland or Australian legislation.

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BOOKING CONFIRMATION

A booking with Queensland Boat Licence constitutes a reservation for a specific course and, where applicable, a specific practical training date and time.

Once a booking has been confirmed, Queensland Boat Licence allocates resources to that booking, which may include:

• A course position;

• Trainer availability;

• Vessel availability;

• Practical training time;

• Online theory access;

• Administrative resources;

• Course materials; and

• Other operational resources required to conduct the training.

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Candidates are therefore encouraged to select their course date carefully and ensure that they are available to attend the complete course.

Booking confirmations, reminder emails and SMS messages may contain important information regarding:

• Course commencement time;

• Course location;

• Practical training requirements;

• Arrival requirements;

• What the candidate must bring;

• Online theory requirements; and

• Other information relevant to attendance.

 

Candidates are responsible for reading and following these communications.

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LIMITED COURSE AVAILABILITY

Queensland Boat Licence operates courses with a limited number of places available for each session.

Practical training places cannot always be replaced at short notice. A cancellation made immediately before a course may result in the training position remaining vacant, even where another customer would otherwise have been willing to attend.

For this reason, Queensland Boat Licence requires at least 72 hours notice for candidate-initiated changes to practical course bookings.

The 72-hour period is measured from the scheduled commencement time of the relevant practical course.

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COURSE COMMENCEMENT TIMES 

Courses operate according to scheduled start times.
 

Candidates must arrive at the nominated location with sufficient time to complete registration, preparation and any required pre-course procedures before the scheduled commencement time.
 

Queensland Boat Licence operates structured training schedules, and delays can affect the delivery of the course for both the candidate and other participants.

Candidates should therefore allow additional travel time for:

• Traffic;

• Parking;

• Finding the training location;

• Weather conditions;

• Road closures;

• Public transport delays; and

• Other foreseeable travel issues.

 

A candidate's failure to allow adequate travel time does not automatically constitute grounds for a refund or free transfer.

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LATE ARRIVAL 

Candidates who believe they will arrive late should contact their trainer or Queensland Boat Licence as soon as possible.

The trainer may, where operationally possible, determine whether the candidate can still participate.

Any extension, delayed commencement or alternative arrangement is subject to the trainer's approval and may not always be possible.

15-MINUTE ATTENDANCE REQUIREMENT  
 

Queensland Boat Licence reserves the right to cancel a candidate's participation where the candidate arrives more than 15 minutes after the scheduled commencement time without prior approval.
 

This is necessary because practical training operates within a structured schedule and may involve:

• Vessel movements;

• Safety briefings;

• Regulatory requirements;

• Other candidates;

• Tide and weather considerations;

• Trainer availability; and

• Other scheduled operational commitments.

 

Where a candidate is refused participation because of an unauthorised late arrival, the booking may
be treated as a missed course and the applicable cancellation and rebooking conditions may apply.

 

CANDIDATE-INITIATED COURSE CHANGES - MORE THAN 72 HOURS NOTICE 
 

Where a candidate wishes to change their practical course date and provides more than 72 hours notice, Queensland Boat Licence may allow the booking to be transferred to another available practical course.
 

Subject to availability:​

• The candidate may select another available date;

• No standard rescheduling fee will normally apply;

• The original booking remains subject to its applicable expiry period;

• The replacement course must be available for booking; and

• Any special promotional conditions attached to the original booking will continue to apply.

 

A transfer is not confirmation of a particular alternative date until Queensland Boat Licence has confirmed the new booking.

 

CANDIDATE-INITIATED CHANGES - WITHIN 72 HOURS 

Where a candidate requests to cancel, withdraw from or change a practical booking less than 72 hours before the scheduled course commencement time, Queensland Boat Licence may be unable to resell or reallocate the reserved course position.

As a result, the candidate will forfeit the fees paid for the affected booking.

Where the candidate subsequently wishes to complete the course, Queensland Boat Licence may require a new booking and payment of the applicable course fee.
 

Exceptions may be considered in circumstances specifically covered by this policy, including certain cases of serious illness or genuine personal hardship.

 

CANCELLATION BEFORE COURSE COMMENCEMENT 
 

A candidate who has not commenced their course may request cancellation by contacting Queensland Boat Licence in writing.
 

Cancellation requests should include:

• Candidate's full name;

• Booking reference, where applicable;

• Original course date;

• Contact details;

• Reason for cancellation, where relevant; and

• Any supporting documentation required under this policy.

 

The date and time on which Queensland Boat Licence receives the cancellation request will be used when determining which cancellation conditions apply.

 

48-HOUR-COOLING-OFF PERIOD 

Where applicable, Queensland Boat Licence provides a 48-hour cooling-off period for eligible course cancellations.

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Where a candidate cancels a course within 48 hours of making the booking, and the course has not commenced and the cancellation is not within 72 hours of the scheduled practical course, thec andidate may be eligible for a refund of the amount paid.
 

The cooling-off provision does not operate as a mechanism for avoiding the 72-hour practical cancellation requirements where the candidate has booked a practical course that is already scheduled to occur within 72 hours.

 

ADMINISTRATION FEE  

Where an eligible cancellation occurs outside the applicable cooling-off period, a $50 administration fee may be deducted from any refund otherwise payable.

The administration fee reflects costs associated with processing and administering the booking,
including relevant:

• Online theory administration;

• Payment processing;

• Banking and transaction costs;

• Booking administration;

• Customer administration; and

• Cancellation processing.

 

Where a refund is otherwise required under Australian law, Queensland Boat Licence will process the refund in accordance with the applicable legal requirements.

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COURSE COMMENCEMENT 
 

For the purposes of Queensland Boat Licence's internal booking and cancellation procedures, a course may be considered to have commenced when the candidate has begun participating in a component of the training program.
 

This may include:

• Registering for the online theory component;

• Accessing or commencing the online theory modules;

• Completing online training;

•  Attending an instructor-led training session; or

• Commencing the practical component of the course.

 

Once training has commenced, cancellation and refund provisions applicable to pre-course cancellations will generally no longer apply.

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WITHDRAWAL AFTER COURSE COMMENCEMENT 
 

Where a candidate voluntarily withdraws from a course after training has commenced, no refund
will be provided for training or course components already commenced or completed.

This may include online theory, classroom training, practical training or other training components.
 

Queensland Boat Licence may also require the candidate to complete additional training or recommence particular components where necessary to satisfy applicable training and licensing requirements.

Any decision regarding recognition of previously completed training will be subject to the applicable training requirements and Queensland Boat Licence procedures.

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SERIOUS ILLNESS 

Queensland Boat Licence understands that serious illness can prevent a candidate from attending a scheduled course.

Where a candidate is unable to attend because of serious illness, Queensland Boat Licence may consider transferring the booking to another available course.

The candidate must:

• Notify Queensland Boat Licence as soon as reasonably possible;

• Make contact within 48 hours of the original practical course date;

• Submit the request in writing;

• Provide an appropriate medical certificate or other supporting evidence;

• Provide any required online theory completion documentation; and

• Pay the applicable $50 administration fee for an approved transfer.

 

Medical documentation should be provided promptly and, where reasonably possible, on or before the scheduled practical training date.

Where Queensland Boat Licence agrees to an extension after the original practical date, the required documentation must be supplied within the period specified by Queensland Boat Licence.

Approval of a medical transfer is subject to the circumstances and supporting evidence provided.

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PERSONAL HARDSHIP 

Queensland Boat Licence may consider requests for a course transfer where a candidate experiences genuine and significant personal hardship.

Examples may include circumstances that were unexpected, serious and outside the candidate's reasonable control.

A hardship request must be:

• Made in writing;

• Submitted as soon as reasonably possible;

• Made within the required notification period;

• Supported by appropriate documentation; and

• Considered by Queensland Boat Licence on a case-by-case basis.

 

Queensland Boat Licence may request substantial supporting evidence before approving a hardship transfer.

A hardship transfer is not automatically available simply because a candidate's personal circumstances have changed.

Where an approved transfer is granted, a $50 administration fee will apply unless Queensland Boat Licence agrees otherwise in writing.

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TRANSFER PERIOD 

Where Queensland Boat Licence approves a transfer arising from:

• Serious illness;

• Personal hardship;

• Weather cancellation;

• Safety cancellation; or

• Another approved circumstance,

 

The replacement booking will need to occur within 60 days of the original course date, unless
Queensland Boat Licence agrees to a different period in writing.
Transfers remain subject to course availability.
Candidates should therefore make their replacement booking as soon as possible.

 

WEATHER AND MARINE CONDITIONS 

Queensland Boat Licence conducts practical training on open water.  Marine training is inherently dependent on environmental conditions, and the safety of candidates, trainers and crew is the highest priority.

Conditions that may affect whether a practical course can safely proceed include:

• Wind strength;

• Wind direction;

• Wave conditions;

• Swell;

• Visibility;

• Rain and thunderstorms;

• Lightning;

• Flooding;

• Tidal conditions;

• Marine warnings;

• Vessel operating conditions;

• Sea state; and

• Other relevant safety considerations.
   

Queensland Boat Licence may assess forecasts and actual conditions before and during a scheduled practical course.

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QUEENSLAND BOAT LICENCE WEATHER CANCELLATION 

Where the supervising trainer determines that weather or marine conditions are unsuitable for safe practical training, Queensland Boat Licence may cancel or reschedule the practical session.

A cancellation decision may be made:

• The evening before the course based on available forecasts;

• On the morning of the course based on actual conditions; or

• During the day if conditions deteriorate unexpectedly.

 

Queensland Boat Licence may use information from the Bureau of Meteorology, marine forecasts and the trainer' professional assessment when determining whether a practical course can safely proceed.

Where reasonably practicable, affected candidates will be notified by SMS and/or email.

 

WEATHER OR SAFETY CANCELLATION - CANDIDATE OPTIONS 

Where Queensland Boat Licence cancels a practical course because of weather, marine conditions or safety considerations, the candidate will be offered a transfer to another available practical session.
 

The replacement session will need to be completed within 60 days of the original course date, subject to availability.

There will be no additional transfer fee for a Queensland Boat Licence-initiated weather or safety cancellation.

The candidate's original booking remains subject to the applicable course requirements.

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OTHER QUEENSLAND BOAT LICENCE-INITIATED CANCELLATIONS 

Queensland Boat Licence may occasionally be required to cancel a course for reasons other than weather.

These circumstances may include:

• Vessel breakdown;

• Mechanical failure;

• Unexpected vessel unavailability;

• Trainer illness or unavailability;

• Safety concerns;

• Emergency circumstances;

• Government or regulatory requirements;

• Infrastructure or site issues;

• Severe weather;

• Marine conditions;

• Circumstances beyond the reasonable control of Queensland Boat Licence; or

• Other genuine operational circumstances.

 

Where Queensland Boat Licence cancels a course, the candidate will be offered the opportunity to transfer to another available practical session.

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NO 72-HOUR FEE FOR QUEENSLAND BOAT LICENCE CANCELLATIONS 

The 72-hour candidate cancellation requirement does not apply where Queensland Boat Licence itself cancels or reschedules the course.

Candidates will not be penalised for a cancellation initiated by Queensland Boat Licence.

Where a suitable replacement session is available, the candidate may transfer their booking without the standard candidate-initiated rescheduling fee.

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REFUNDS FOLLOWING QUEENSLAND BOAT LICENCE CANCELLATION 

Where Queensland Boat Licence cancels a course, the preferred resolution will generally be to provide the candidate with an alternative practical training date.

A cash refund will not ordinarily be provided where the candidate accepts a suitable replacement course.

However, nothing in this policy limits any refund or other remedy that may be required under the Australian Consumer Law.  Where Australian law requires Queensland Boat Licence to provide a refund or other remedy, that remedy will apply.

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CANDIDATE NO-SHOW 

A candidate who does not attend their scheduled course without providing the required notice may be classified as a no-show.

Because the course place has been reserved and the opportunity to fill that place may have been lost, no-show bookings may result in:

• Loss of fees paid;

• Loss of the allocated practical training position;

• Requirement to make a new booking; and/or

• Payment of the applicable course fee before attending another session.
   

Candidates should always contact Queensland Boat Licence if they are unable to attend rather than simply failing to appear.

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ONLINE THEORY REQUIREMENTS 

Where a course includes an online theory component, candidates are responsible for completing the required online training within the timeframe specified by Queensland Boat Licence.

Commencing or completing online theory may constitute commencement of the training program for the purposes of this policy.

Candidates should not begin the online component until they are satisfied that they intend to proceed with the booking, unless otherwise advised by Queensland Boat Licence.

Where a medical or hardship transfer is requested, Queensland Boat Licence may require evidence that the online theory component has been completed before a practical transfer is approved.

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RECOGNITION OF PREVIOUSLY COMPLETED TRAINING 

Where a candidate changes course dates, withdraws from training or receives an approved transfer, previously completed training is not automatically guaranteed to be recognised indefinitely.

Queensland Boat Licence may need to determine whether previously completed components remain valid and whether the candidate must repeat any training.

This may be necessary to ensure compliance with:

• Applicable Queensland licensing requirements;

• BoatSafe training requirements;

• Course requirements;

 

Assessment requirements;

• Safety requirements; and

• Queensland Boat Licence procedures.
   

Any recognition of previously completed training will be subject to the applicable requirements at the time the candidate returns to training.

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SPECIAL OFFERS AND PROMOTIONAL BOOKINGS 

Courses purchased under a special offer, discount, promotional campaign or other reduced-price arrangement may be subject to conditions that differ from standard full-price bookings.

These conditions may include:

• Shorter booking validity;

• Shorter voucher validity;

• Restrictions on transfers;

• Restrictions on refunds;

• Additional administration fees;

• Specific course dates;

• Limited availability; or

• Other conditions specified at the time of purchase.
   

Candidates should carefully review the terms of any promotional offer before purchasing.

 

BOOKING CREDITS AND REBOOKING COUPONS 
 

Where Queensland Boat Licence provides a candidate with a rebooking coupon, credit or transfer code, the coupon or credit will be subject to the expiry date and conditions communicated at the time it is issued.
 

Unless otherwise stated, approved rebooking credits will be valid for 60 days from the original course date.
 

A rebooking credit:

• Cannot normally be exchanged for cash;

• Cannot normally be transferred to another person;

• Must be used before its expiry date; and

• Remains subject to available course places.
   

Once a rebooking coupon or credit has expired, it will generally have no remaining value unless an extension is approved or otherwise required by law.

 

COMMUNICATION REQUIREMENTS 
 

All cancellation, refund and transfer requests should be made through the official contact method nominated by Queensland Boat Licence.
 

Where written notification is required, candidates should provide sufficient information for Queensland Boat Licence to identify the booking.
 

Candidates should retain copies of:

• Emails;

• SMS messages;

• Booking confirmations;

• Medical certificates;

• Supporting documentation;

• Refund correspondence; and

• Rebooking confirmations.
   

A cancellation or transfer is not considered confirmed until Queensland Boat Licence has acknowledged or approved the request where approval is required.

 

CANDIDATE RESPONSIBILITY FOR CONTACT DETAILS 
 

Candidates are responsible for ensuring that Queensland Boat Licence has their current:

• Mobile telephone number;

• Email address; and

• Other relevant contact information.
   

Queensland Boat Licence may use SMS and email to communicate important information regarding:

• Course confirmations;

• Location information;

• Weather cancellations;

• Schedule changes;

• Course reminders;

• Rescheduling;

• Administrative matters; and

• Other important course information.
   

Candidates should regularly check their email, including junk and spam folders, and ensure that SMS messages can be received.

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REFUND PROCESSING 

Where a refund is approved, Queensland Boat Licence will process the refund using the applicable payment or refund method.

Processing times may vary depending on:

• The original payment method;

• Banking institutions;

• Third-party payment providers'

• Weekends and public holidays; and

• Internal administrative processing.

 

Queensland Boat Licence will not be responsible for delays caused solely by third-party financial institutions or payment processors.

 

INDIVIDUAL CIRCUMSTANCES 
 

Queensland Boat Licence understands that not every situation can be anticipated in a written policy.

Where a candidate believes their circumstances are exceptional, they should contact Queensland Boat Licence as soon as possible and provide a written explanation together with any relevant supporting evidence.

Queensland Boat Licence may consider exceptional circumstances on a case-by-case basis. Any discretionary approval should not be interpreted as creating an automatic entitlement for future bookings or other candidates.

 

AUSTRALIAN CONSUMER LAW 

Queensland Boat Licence respects the rights and protections provided to consumers under the Australian Consumer Law (ACL).
 

Nothing contained in this policy is intended to:

• Exclude a consumer guarantee that cannot legally be excluded;

• Prevent a consumer from exercising a statutory right;

• Restrict a remedy that Queensland Boat Licence is legally required to provide; or

• Otherwise operate contrary to applicable Australian consumer protection legislation.

 

Where a provision of this policy is inconsistent with a mandatory legal requirement, the mandatory legal requirement will prevail to the extent of that inconsistency.

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CHANGES TO THIS POLICY 

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Queensland Boat Licence may update this policy from time to time to reflect:

• Changes to legislation;

• Regulatory requirements;

• Training requirements;

• Operational changes;

• Course structures;

• Payment processes; or

• Changes to business procedures.

 

The version of the policy applicable to a candidate's booking will be the version provided or made available at the time of booking, subject to any subsequent legal or regulatory requirements.

 

FINAL BOOKING CONDITIONS 

By making a booking with Queensland Boat Licence, candidates acknowledge that they have had the opportunity to review the applicable booking conditions and understand that:

• Course places are limited;

• Practical training operates to scheduled start times;

• Candidates should provide at least 72 hours; notice when requesting a practical course change;

• Late arrival may result in the candidate being unable to participate;

• Weather and marine conditions may require a course to be cancelled or rescheduled;

• Safety decisions are made with the welfare of candidates, trainers and crew as the priority;

• Approved transfers are subject to availability;

• Booking credits and promotional vouchers have expiry periods;

• Supporting documentation may be required for medical or hardship requests; and

• Australian Consumer Law rights continue to apply.

 

CONTACT QUEENSLAND BOAT LICENCE 

 

For questions regarding cancellations, refunds, course transfers or changes to a booking, candidates should contact Queensland Boat Licence as soon as possible.
 

Queensland Boat Licence
Phone:  0494 764 603
Email: queenslandboatlicences@gmail.com
Website: www.queenslandboatlicences.com.au
Business Hours: 6am to 6pm.