This policy explains how families pay Heany Park Scout Group, and when and how we give refunds or credit. It covers every payment made through Heany Hub or by bank transfer: events and camps now, and membership fees, uniforms and badges if we start taking those.
It applies to parents and carers, adult members, leaders and anyone else who pays us. Nothing in this policy takes away your rights under the Australian Consumer Law.
How you can pay
You can pay by card in Heany Hub, by bank transfer, or with credit already on your account.
| Way to pay | How it works | Where the money goes |
|---|---|---|
| Card (Visa, Mastercard and others Stripe accepts) | Paid on the Pay step in Heany Hub through Stripe Checkout. You get an emailed receipt. | The Stripe account of the section running the event (Joeys, Cubs, Scouts or Venturers), or the Group account for group-wide events and anything else |
| Bank transfer | Use the account and reference shown on the Pay step. Your booking is confirmed once the Treasurer matches the payment, which can take a few business days. | The account shown on the Pay step |
| Credit | Credit on your child or family is used before any card or bank payment. | Already held by the group |
| Get Active Kids voucher | Give the voucher code to the Treasurer. It comes off that child’s membership or registration fees (see Get Active Kids vouchers). | Claimed by the group from the Victorian Government |
All prices are in Australian dollars. We don’t accept cash, in Heany Hub or at the hall.
If a payment is due by a date and hasn’t arrived, we may release the place to someone on the waiting list after reminding you. If money is a worry, talk to us first (see Help with costs).
Prices, fees and receipts
The price you see on the Pay step is the total you pay. We don’t add a card surcharge or booking fee. Our prices are set to cover card processing costs, so the price is the same however you pay.
- GST: receipts show any GST included in the price.
- Receipts: every card payment gets an emailed receipt from Stripe, showing the group’s name, the event or item, the amount and the date. Bank transfers and credit show on your account in Heany Hub.
- On your bank statement: card payments show as HEANY PARK SCOUTS, with the section name where there is room.
- Price changes: we won’t raise the price of something after you have paid for it. If an event ends up costing less, we may give the difference back as credit or a refund.
Your rights under Australian Consumer Law
The Australian Consumer Law gives you guarantees that no policy can remove, and this policy adds to them.
- Services (events, camps, activities) must be provided with due care and skill, be fit for the purpose we told you about, and be delivered within a reasonable time.
- Goods (uniforms, badges, merchandise) must be of acceptable quality, match their description and be fit for purpose.
- If something has a major problem, you can choose a refund or a replacement (goods), or a refund or compensation (services). For a minor problem, we can choose to fix it.
- We will never say “no refunds”, because that is not allowed where these guarantees apply.
The rules below about cut-offs and credit apply to change of mind and to things outside anyone’s control. They never reduce what you are owed when we cancel, change or fail to deliver something.
More information: Consumer Affairs Victoria: refunds, repairs and returns and ACCC: consumer rights and guarantees.
Events and camps
If we cancel, you always get your money back or credit, your choice. If you cancel, what you get back depends on how close to the event it is.
If we cancel or make a big change
If the group cancels an event, or changes its dates, place or main activities so much that it no longer suits you, you can choose a full refund to your card or bank, or full credit. We will never make you take credit instead of a refund. This includes cancellations for weather, fire danger, health advice or not enough leaders.
If you cancel
Tell us through Heany Hub or by emailing the section leader as soon as you know.
| When you cancel | Day activities and short events | Camps and events with bookings |
|---|---|---|
| Before the payment due date or 14 days before the start | Full refund or credit | Full refund or credit |
| After that, up to 48 hours before the start | Full refund or credit | Refund or credit, less any costs we have already paid and can’t get back (such as campsite, transport or activity bookings) |
| Less than 48 hours before, or no-show | Credit at the committee’s discretion | Credit at the committee’s discretion, less costs we can’t get back |
We will tell you which costs we can’t get back, and the amount, when the event is set up in Heany Hub.
Illness, injury and family emergencies
If your child can’t come because they are sick, injured or there is a family emergency, we will give a full refund or credit less only the costs we can’t get back, whatever the date. We won’t ask for a medical certificate.
Leaving early or being sent home
If a child leaves a camp early for any reason, including being collected for behaviour, we don’t refund the days not attended unless the committee decides otherwise.
If someone else takes the place
If a child from the waiting list takes your place, you get a full refund or credit.
Credit instead of a refund
Whenever you are due a refund, you can choose to take it as credit instead. Credit never expires.
- Who it belongs to: credit is held either for one child or for the whole family. Credit from a refund goes back to whoever the original payment was for.
- What it can pay for: camps, events and activities, and later membership fees, uniforms and badges, at any section in the group.
- How it is used: Heany Hub uses your credit first at the Pay step, and you pay any balance by card or bank transfer. You can see your credit balance in My Scouts.
- Changing your mind: credit that came from your own payment can be turned back into a refund at any time, for example when your family leaves the group.
- Credit can’t be transferred to another family or sold, but you can donate it to the group’s help-with-costs fund.
Get Active Kids vouchers and grants
A Get Active Kids voucher can only pay toward that child’s membership, registration or participation fees with us, under the Victorian Government’s Round 11 guidelines for activity providers (Get Active Victoria). It does not become general credit.
- Each child can use one voucher per round, worth up to $200. It comes off that child’s fees. If the fees are less than $200, the rest of the voucher can’t be used, by us or by you.
- A voucher can’t pay for camps or events, travel or accommodation, a uniform on its own, single sessions or come-and-try days.
- Your child can take part as soon as you give us the voucher code. We won’t ask you to pay first and reimburse you later.
- A voucher can never be refunded as money. If fees paid partly by voucher are refunded, only the part you paid yourself comes back to you.
- Other grants or subsidies become credit on one child or the whole family, as the Treasurer records, and follow that grant’s own rules.
Membership fees, uniforms and badges
These apply only once the group takes these payments in Heany Hub. Today Scouts Victoria collects membership fees when a family joins online. Its Money Back Guarantee gives a full refund of the Scouts Victoria and group fees if you ask within one month of joining: email accounts@scoutsvictoria.com.au with your child’s name, the group and the date they joined.
Membership fees
- Fees are charged per term, as shown on the Fees page in My Scouts, with sibling, leader and committee discounts.
- If a member leaves, we refund or credit the group’s share for whole terms not yet started.
- The Scouts Victoria and other levies passed on to them follow Scouts Victoria’s own refund rules, including the Money Back Guarantee above.
Uniforms, badges and other goods
- If an item is faulty, wrong or not as described, you get a refund, repair or replacement as the Australian Consumer Law requires.
- Change of mind: unused items in their original packaging can be returned within 30 days for credit or a refund.
- Badges that have been sewn on, and items made or ordered especially for you, can’t be returned for change of mind.
Asking for a refund, and if something goes wrong
Ask through Heany Hub, or email the Treasurer at treasurer@heanyparkscouts.com.au. We aim to reply within 5 business days.
- Tell us the child, the event or item, and whether you want a refund or credit.
- We approve refunds owed under this policy within 10 business days. The Treasurer, Group Leader or Assistant Group Leader approves anything at the committee’s discretion.
- Card refunds go back to the card you paid with; your bank usually shows them within 5 to 10 business days. Bank transfer refunds go to the account the money came from. Credit appears straight away.
We can’t refund to a different card or account from the one you paid with, except where that card has been cancelled and we have confirmed who you are.
Help with costs
No young person should miss out because of cost. Talk to your section leader or the Group Leader in confidence about payment plans or help with fees and camps.
Disputes and chargebacks
If you think a payment is wrong, please contact us first; we will fix genuine mistakes quickly. If you raise a chargeback with your bank instead, we will give the bank our records. While a chargeback is open, the place or credit it relates to may be put on hold.
If you aren’t happy with how we handled a complaint, you can raise it with Scouts Victoria, or with Consumer Affairs Victoria through Resolve your problem.
Card security and privacy
We never see or store your full card number. Card details are entered on Stripe’s secure checkout page, and Stripe is certified to the payment card industry’s security standard (PCI DSS).
Heany Hub keeps only what we need to match a payment: who paid, for which child and event, the amount, the date and Stripe’s payment reference. Payment records are kept for 7 years for tax and audit, and are seen only by the Treasurer, Group Leader, Assistant Group Leader and the section leaders running the event.