Refund Policy

Townsville Zim Community
Effective Date: 12 December 2025
Last Updated: 12 December 2025

INTRODUCTION
This Refund Policy outlines the circumstances under which the Townsville Zim Community may provide refunds for event registrations, fees, and other payments. We are committed to being fair and transparent in our refund practices whilst ensuring the sustainability of our community organisation.
This Refund Policy should be read in conjunction with our Terms and Conditions and Privacy Policy.

1. GENERAL REFUND PRINCIPLES
1.1 Our Commitment
TOWNSVILLE ZIMBABWE COMMUNITY INCORPORATED (The Townsville Zim Community is a not-for-profit community organisation. All fees collected are used to cover event costs (venue hire, catering, materials) and support community activities. We strive to be fair and reasonable in our refund practices while managing the financial commitments we make on behalf of registered participants.

1.2 Australian Consumer Law
Nothing in this Refund Policy excludes or limits your rights under the Australian Consumer Law, including your rights to refunds in certain circumstances where we have failed to provide services as promised or where services are not fit for purpose.

2. EVENT REGISTRATION FEES
2.1 Refund Eligibility
Refunds for event registration fees may be provided in the following circumstances:
Full Refund:

Event is cancelled by the Townsville Zim Community
Event date, time, or location is significantly changed and you cannot attend the rescheduled event
You provide written notice of cancellation more than 14 days before the event date

Duplicate payment error

We are unable to provide the event as described
Partial Refund (50% of registration fee):
You provide written notice of cancellation 7-14 days before the event date
This covers our committed costs while returning a portion of your payment

No Refund:

You provide notice of cancellation less than 7 days before the event date
You fail to attend the event without prior notice (no-show)
You are removed from an event due to violation of our Code of Conduct or Terms and Conditions

2.2 Event-Specific Refund Policies
Some events may have different refund terms due to specific circumstances (e.g., events requiring advance catering commitments, ticketed events, external venue requirements). Where this applies:

The specific refund policy will be clearly communicated at the time of registration
Event-specific policies will override this general policy
You will be required to acknowledge the event-specific refund terms before completing registration

Examples of events with specific policies:

Valentine's Dinner & Dance: Catering is ordered based on confirmed numbers; refunds may only be available more than 21 days before the event
Youth Sports Day: May have different refund terms for family vs. individual registrations

3. DONATIONS
3.1 Donations are Non-Refundable
All donations to the Townsville Zim Community are final and non-refundable once processed. This includes:

One-time donations
Recurring donations
Bereavement fund contributions
General community fund donations
Sponsorships

3.2 Exception: Processing Errors
Refunds for donations may only be provided in cases of:

Duplicate payment due to technical error
Unauthorised payment
Incorrect amount charged due to system error

3.3 Donation Receipts
Even if a donation is refunded due to error, tax receipts cannot be issued for refunded amounts.

4. MEMBERSHIP FEES

$120 per year or $10/month
Membership fees is per family. Is applicable to an individual where one has no family present.

4.1 Annual Membership

Membership fees are non-refundable after 30 days from the date of payment
Within the first 30 days, a full refund may be requested if you have not attended any members-only events or accessed exclusive member benefits
Pro-rata refunds are not available for partial membership periods

4.2 Life Membership

Life membership fees are non-refundable after 60 days from payment
Within 60 days, refunds may be considered on a case-by-case basis

5. EVENT CANCELLATIONS AND CHANGES
5.1 Cancellation by Townsville Zim Community
If we cancel an event, you are entitled to:
Option 1: Full Refund

Complete refund of your registration fee
Refund processed within 14 business days

Option 2: Credit for Future Events

Credit equal to your registration fee, valid for 12 months
Can be applied to any future community event

Option 3: Donation

Choose to donate your registration fee to the community fund
Tax receipt provided (where eligible)

5.2 Significant Event Changes
If we make significant changes to an event (date, time, venue, or major programme changes), we will:

Notify registered participants as soon as possible (via email and/or SMS)
Offer the option to transfer to the new date/time or receive a full refund
Provide at least 7 days' notice where possible (except in emergencies)

5.3 Minor Event Changes
Minor changes (e.g., slight time adjustments, programme order changes, entertainment substitutions) do not qualify for refunds but will be communicated to registered participants.

5.4 Weather and External Circumstances
For outdoor events:

If an event is cancelled due to severe weather, natural disaster, public health orders, or other circumstances beyond our control, we will offer a full refund or credit for a rescheduled event
If the event proceeds with modifications due to weather (e.g., moved indoors, shortened duration), no refunds will be provided unless the modifications substantially change the nature of the event

Weather, Natural Disasters and Force Majeure
(a) Event Cancellation Due to Force Majeure
If we cancel an event due to circumstances beyond our reasonable control, including but not limited to:

Severe weather conditions (storms, floods, cyclones)
Natural disasters (bushfires, earthquakes)
Public health orders or government restrictions
Venue unavailability due to emergency circumstances
Other force majeure events

You may choose to receive:

A full refund of your ticket/registration price; OR
A credit note to be used for a rescheduled event or future event within 12 months

Important: While force majeure circumstances excuse us from liability for consequential damages or losses (such as your travel costs, accommodation, or other expenses), under Australian Consumer Law we are required to offer you a refund or alternative remedy for the cancelled service.

(b) Event Proceeds with Modifications

If the event proceeds but with modifications due to weather or circumstances beyond our control (e.g., moved indoors, venue changed, shortened duration, format adjusted):
No refund will be provided if the core nature and purpose of the event remains substantially the same
If the modifications fundamentally alter the event (e.g., 3-hour event reduced to 30 minutes, major attractions cancelled), a partial refund or credit may be offered at our discretion
We will communicate any significant modifications as soon as possible before the event

Where we cancel or modify an event due to force majeure circumstances:
Our liability is limited to refunding your ticket/registration price only
We are not liable for any consequential losses, including but not limited to travel costs, accommodation expenses, lost wages, or disappointment
We will not be in breach of contract for cancellation or modification due to force majeure

(d) Participant-Initiated Cancellation
If you choose not to attend an event because of weather forecasts, health concerns, or other personal reasons, but the event proceeds as scheduled, our standard cancellation policy (Section 5.2) applies. No refund will be provided unless the event is officially cancelled by us.

6. TRANSFERS AND NAME CHANGES
6.1 Registration Transfers
You may transfer your event registration to another person if:

You provide written notice at least 48 hours before the event
The replacement person meets any event eligibility requirements (e.g., age restrictions)
You provide full details of the replacement person
There is no additional fee for one transfer; subsequent transfers may incur a $10 administrative fee

6.2 Transferring to a Different Event

You may transfer your registration credit to a different event (subject to availability)
Transfers must be requested at least 7 days before the original event
If the new event costs more, you must pay the difference
If the new event costs less, the difference may be credited or refunded at our discretion

7. REFUND PROCESS
7.1 How to Request a Refund
To request a refund:

Submit a written request via email to: [Insert Email Address]
Include the following information:
Your full name
Event name and date
Registration/transaction reference number
Date of payment
Amount paid
Reason for refund request
Proof of payment (if available)

Submit your request as early as possible to ensure it's processed within the applicable timeframe

7.2 Refund Processing Time

Refund requests are reviewed within 5 business days of receipt
You will be notified via email of the outcome
If approved, refunds are processed within 14 business days from approval
Refunds are issued to the original payment method
Bank processing times may vary (typically 3-10 business days)

7.3 Refund Method
Refunds will be issued via:

Credit/Debit Card: Refunded to the original card used for payment
Bank Transfer: Refunded to the bank account provided
Cash/Cheque (if original payment method): Refund via bank transfer or cheque
We cannot provide cash refunds for electronic payments.

7.4 Processing Fees

We do not charge administrative fees for legitimate refund requests
However, you may be responsible for any bank or payment processor fees associated with the refund transaction
For international payments (if applicable), currency conversion fees may apply

8. SPECIAL CIRCUMSTANCES
8.1 Medical or Emergency Situations
We understand that unexpected circumstances arise. In cases of serious illness, family emergency, or other extenuating circumstances:

Contact us as soon as possible
Provide supporting documentation (e.g., medical certificate)
We will review your situation on a case-by-case basis
We may offer a refund, credit, or transfer even outside the standard refund timeframes

Examples of special circumstances:

Serious illness or hospitalisation (you or immediate family member)
Death in the family
Emergency travel
Natural disaster affecting your ability to attend

8.2 Financial Hardship
If you are experiencing financial hardship and cannot afford to lose your registration fee:

Contact us confidentially at info@townsvillezimcommunity.com
We will work with you to find a solution (refund, payment plan, or credit)
All requests are handled with discretion and compassion

9. NO-SHOWS AND LATE ARRIVALS
9.1 No-Show Policy
If you fail to attend an event without providing advance notice:

No refund will be provided
No credit for future events will be issued
Registration fees are forfeited

This policy ensures fairness to other community members and helps us plan events accurately.

9.2 Late Arrivals
Arriving late to an event does not qualify for a refund. However:

We will make reasonable efforts to accommodate late arrivals where possible
If you know you'll be late, please contact the event coordinator in advance

10. GROUP REGISTRATIONS AND FAMILY BOOKINGS
10.1 Partial Cancellations

If you have registered multiple people (family members, group bookings) and need to cancel for some but not all:
Refunds are calculated per person based on the standard refund policy
Group discounts (if applicable) may be recalculated based on the reduced number of attendees.

10.2 Full Group Cancellation

If cancelling an entire family or group registration, the refund policy applies to the total amount paid
Group organisers are responsible for distributing refunds to individual group members

11. DISPUTES AND COMPLAINTS
11.1 Refund Disputes
If you disagree with a refund decision:

(a) How to Lodge a Dispute

Provide:

Explanation of why you believe the refund decision was incorrect
Any supporting documentation
Your preferred resolution

(b) Our Review Process

Our organisation is run by volunteers therefore our response timeframes reflect this. We will:

Acknowledge receipt of your dispute within 2 - 3 business days
Review your dispute and provide a written response within 14 business days
If your dispute is complex and requires additional time (e.g., committee
review, investigation), we will notify you within 21 business days and
provide an expected resolution timeframe
Keep you informed of progress if resolution takes longer than 14 business days

You will receive a written response with our final decision, including:

The outcome of our review
Reasons for our decision
Your options if you remain dissatisfied (see Section 11.2)

11.2 Escalation
If you remain unsatisfied after our internal review:

You may escalate the matter to our Committee at [Insert Committee Email]
The Committee will review the dispute and provide a final decision within 14 business days
Committee decisions on refund matters are final

11.3 Australian Consumer Law Rights
If you believe we have breached Australian Consumer Law or your consumer rights:

You may lodge a complaint with the Queensland Office of Fair Trading: www.qld.gov.au/fairtrading
You may seek advice from Consumer Affairs: 13 QGOV (13 74 68)

12. AMENDMENTS TO THIS REFUND POLICY
We reserve the right to update this Refund Policy at any time. Changes will:

Be posted on our Website with an updated "Last Updated" date
Apply to payments made after the effective date of the changes
Not affect refund eligibility for payments made prior to the changes

For significant changes, we will notify registered members via email.

13. CONTACT INFORMATION
For refund requests, questions, or concerns about this Refund Policy:
Townsville Zim Community
Refund Requests or General Enquiries: info@townsvillezimcommunity.com
Website: https://www.townsvillezimcommunity.com
Please allow up to 5 business days for a response to refund enquiries.

14. ACKNOWLEDGEMENT
By registering for events or making payments to the Townsville Zim Community, you acknowledge that you have read, understood, and agree to this Refund Policy.

End of Refund Policy