Elevate Programs International Pty Ltd (EPI) Refund Policy

Abstract

At Elevate Programs International, our refund policy is designed to reflect the substantial upfront costs involved in delivering high-quality, community-driven programs. These costs include logistics, accommodation, partner payments, and other non-refundable expenses, many of which are incurred well in advance of program commencement. Program fees also directly contribute to long-term community impact, capacity building, and sustainable development outcomes in the regions we work with. As such, participant contributions play a vital role beyond the duration of the individual program.
To ensure transparency and fairness, refund requests are processed according to clearly defined conditions, which consider withdrawal timelines and exceptional circumstances (e.g., medical or compassionate grounds). Participants are encouraged to make informed and committed decisions prior to enrolment, in recognition of the operational and ethical commitments Elevate upholds in each program.
This policy enables Elevate to responsibly manage resources while delivering impactful, community-aligned experiences.

Note: Refund Policy for Programs

Refunds for our in-country immersive programs are particularly challenging to facilitate due to the significant upfront investment required to organise immersive experiences in developing countries. These investments include securing local partnerships, coordinating logistics, booking accommodations, and covering non-refundable expenses such as permits and essential services.
Additionally, a portion of the program fees supports Elevate’s broader mission of fostering community impact and two-way knowledge exchange, directly benefiting local communities and supporting long-term capacity building. Despite these constraints, we strive to accommodate refund requests wherever possible and remain committed to balancing participant needs with the sustainability of our programs.
We encourage participants to review their schedules and circumstances carefully before committing, ensuring their involvement helps sustain meaningful change and supports Elevate’s mission.

1. Purpose

This policy outlines the procedures and conditions under which refunds are processed for participants of Elevate International’s immersive humanitarian leadership programs. The goal is to ensure clarity, fairness, and transparency in managing refund requests while addressing the unique nature of international programs conducted in challenging environments.

2. Scope

This refund policy applies to participants enrolled in Elevate programs, covering fees related to program participation, accommodations, and associated activities.

3. Responsibility

The Head of Programs is responsible for implementing and monitoring this policy, ensuring that all staff and participants are aware of the terms and procedures for refunds.

4. Responsibility

4.1 Refunds will only be processed if the program fees have been fully paid, unless exceptional circumstances are prevalent (refer to Section 7).
4.2 Refund requests must be submitted in writing via email to admin@elevateprograms.org.
4.3 Any outstanding debts to Elevate International will be deducted from the refund amount.
4.4 Refunds will be processed in the original method of payment unless otherwise agreed.

5. Withdrawal from the Program

5.1 Withdrawal requests must be submitted at least 90 days prior to the program start date to qualify for a partly refund of 80% of the program fee.
5.2 A partly refund of 50% of the program fee will be provided if submitted at least 60 days prior to the program start.
5.3 Participants withdrawing within 59 days of the program start date are not eligible for a refund, except in special circumstances (refer to Section 7).

6. Program Rescheduling or Cancellation by Elevate International

6.1 In the event of program rescheduling or cancellation, Elevate will offer the following options:
a) Transfer to a future program (if available).
b) Full refund of the program fees.
6.2 Participants who choose not to transfer to a future program will be refunded the full program fees without administrative charges.

7. Special Circumstances

7.1 Refunds may be issued for withdrawals due to exceptional and extenuating circumstances, such as severe illness or family bereavement in which case the participant may be eligible for a credit (transfer to a future program).
Bereavement is defined as the death of an immediate family member, limited to a spouse, de facto partner, child, parent, or sibling of the participant. This definition does not extend to extended family members such as grandparents, in-laws, aunts, uncles, or cousins.
7.2 Requests must be accompanied by supporting documentation (e.g., medical certificates).
7.3 Refunds granted under this section will still incur a $150 administrative fee.

8. Late Arrival of No-Show

8.1 Participants who arrive more than 12 hours after the official program start time, or who fail to attend the program entirely, will be considered a no-show and will forfeit 100% of their program fee.
8.2 Due to the nature of international programming and significant non-refundable prepayments, no refunds will be issued for late arrivals or no-shows unless the participant has formally notified Elevate Programs International of their withdrawal at least 60 days prior to the program start date (refer to Section 5).
8.3 Exceptions may be considered under special circumstances as defined in Section 7 (e.g. bereavement or medical emergency), and must be supported by appropriate documentation.

9. Refund Procedure

9.1 Participants must complete the Refund Application Form available on request it via email (admin@elevateprograms.org).
9.2 Refund requests will be reviewed within 10 business days of submission.
9.3 Approved refunds will be processed within 15 business days of approval notification.

By participating in Elevate’s programs, participants agree to the terms and conditions outlined in this policy. For further information or assistance, please contact admin@elevateprograms.org.