1. Expiry of Sessions 

Standard Sessions - Purchased directly from SBMS are those mentoring sessions purchased as a single session or as a package of multiple sessions.

• Single session bookings expire 6 months after the booking date. ·
• All sessions in a multiple session booking expire 12 months after the booking date.
• These timeframes are designed to provide reasonable flexibility while ensuring session allocations remain current and manageable for SBMS and mentors.
• Unused and expired sessions are not eligible for refund.

 

Subsidised Sessions - Services and Partner Issued vouchers are those mentoring sessions that have been provided by SBMS partner organisations either free of charge or at a subsidised price.

• Mentee (voucher recipient/mentee) must book the service within 1 month from voucher issue date. ·
• Mentee must complete sessions within 3-months from date of booking. 

 

2. Refunds

Refunds apply only to services purchased directly from SBMS. Refunds are not available for subsidised services, partner issued vouchers, or any associated booking fees.

 

Eligibility for Refunds

• A refund may be considered only where the session is unused and has not expired, and SBMS has not delivered the service as outlined in the Terms and Conditions.
• Refunds are not available for any completed session, or any portion of a session that has been delivered.

 

Sessions that have expired or mentee change of mind

• These conditions are consistent with ACCC consumer law guidance which allows businesses to decline change of mind refund requests while still maintaining fairness and transparency.

 

Assessment Process Before a Refund is Considered

• SBMS will take reasonable steps to clarify the client’s reasons for requesting a refund.  SBMS will address the issue to support delivery of the session which may include allocating a different mentor or offering rescheduling or alternative times. Only when these avenues have been explored without success will a refund request be assessed.
• Refund requests must be submitted in writing to [email protected]
• SBMS may take up to 30 days to assess and process a request.
• All decisions are made against these Terms and Conditions and informed by the ACCC principles of fairness and transparency.

 

Administration Fee Where a Refund is Approved

• SBMS may apply an administration fee of $50 to cover internal processing costs, unless otherwise agreed.
• SBMS may consider a refund and waive the administration fee for the client co pay portion of part subsidised bookings where the request meets all other requirements for a refund.

 

Circumstances Where SBMS May Decline a Refund

• SBMS may decline a refund where the request relates to a change of mind.
• The mentee has not responded to reasonable contact attempts.
• The mentee has been unavailable to schedule the session.
• The mentee contributed to the inability to deliver the service (for example, cancelling repeatedly or not providing required information).
• The session or package has expired or is not eligible under this policy.

 

SBMS Clients can change mentors at any time at no additional cost. Transfers can be facilitated through the allocated Mentor or by contacting the SBMS Office at [email protected]