Refund & Returns Policy
Last updated: [07/11/2026]

NAATI Preparation (“we”, “us”) sells digital NAATI CCL practice test credits. This policy explains when you can get a refund. Nothing in it limits your rights under the Australian Consumer Law (ACL).

1. Your rights under Australian Consumer Law
Our services come with guarantees that cannot be excluded under the Australian Consumer Law. You’re entitled to a remedy if a service has a major failure, for example if it is not provided with due care and skill, is not fit for its stated purpose, or is not delivered within a reasonable time. You’re also entitled to have a minor failure fixed within a reasonable time.

2. Digital products
Practice test credits are digital services, so there’s nothing to physically return or exchange. We don’t give refunds just because you changed your mind, for example if you no longer need the test or bought the wrong pack. This doesn’t affect your rights under the ACL.

3. When you can get a refund
You may be eligible for a full or partial refund if:

  • you were charged but didn’t receive your credits and we can’t fix it,
  • you were charged twice or the wrong amount,
  • a technical fault on our side stopped you from completing a test, your recordings were lost, and we can’t give you a replacement test,
  • your result and feedback weren’t delivered within a reasonable time after the promised 3 days, or
  • the service has a major failure under the ACL.

4. Unused credits
You can ask for a refund of unused credits within [14] days of purchase. Credits used to start a test can’t be refunded. For packs, the refund is the amount you paid for the unused credits, worked out at the pack’s discounted price per test.

5. When a refund isn’t available
Unless the ACL says otherwise, we don’t refund:

  • tests you have started or submitted,
  • tests you didn’t finish, or that had marks deducted, because time ran out,
  • problems caused by your own device, internet connection, microphone or camera, including refusing camera access, or
  • disagreement with a marker’s assessment, which you can ask to have reviewed (see section 6).

6. Reviewing a result
If you think a test wasn’t marked properly, email us within 7 days of getting your result. A different marker will review it. If we find a marking error, we’ll correct your result or give you a free replacement test.

7. Replacement credits
Where it’s fair, we may offer a replacement test credit instead of a refund. You can still choose a refund wherever the ACL entitles you to one.

8. How to request a refund
Email [your email] with your order number, the email address you used to buy, and the reason. We’ll reply within 5 business days. Approved refunds go back to your original payment method in Australian dollars, usually within 5 to 10 business days.

9. Chargebacks
Please contact us before disputing a charge with your bank. Most issues can be fixed quickly.

10. Contact us
NAATI Preparation | ABN: 75250942471
Email: info@naatipreparation.com | Phone: [your phone]
Address: Perth Western Australia

If we can’t resolve your complaint, you can contact your state or territory consumer protection agency or the ACCC.

NAATI Preparation is an independent practice service and isn’t affiliated with or endorsed by NAATI. Our practice tests don’t lead to a NAATI credential.