Student Support Centre

Everything relating to your course, enrolment and programs

We understand that life doesn't always go to plan, and sometimes you may need a little extra time to complete your studies.

Course extensions may be available in certain circumstances and are assessed individually by our Student Support Team. Before applying, please review our Course Extension Policy to ensure you meet the eligibility requirements.

If you wish to request an extension, simply complete the application form below. We'll review your request and contact you via email within two business days to discuss the available options.

Please note that approved extensions are generally granted for up to three months.

At The Beauty Institute, we understand that your goals and interests may change as you progress through your learning journey. If you feel another course is better suited to your aspirations, you may be eligible to transfer your enrolment.

To support our students, we offer one complimentary course transfer for eligible students, subject to the conditions outlined below.

Eligibility

To be eligible for a course transfer, you must:

• Be enrolled within your original course access period.

• Have completed less than 30% of your current course.

• Transfer to a course of a comparable value (within a $500 course fee difference).

• Purchase any required student kit for your new course before your transfer can be finalised.

Course Fees

All course transfer requests are subject to approval by our Student Support Team.

Your first eligible course transfer is provided at no additional administration cost.

Should you wish to transfer courses again after your complimentary transfer has been used, an administration fee of $250 will apply.

Please note that if the new course has a higher tuition fee or requires a different student kit, you will be responsible for paying the difference before your transfer can be processed.

Exceptional Circumstances

We understand that every student's circumstances are unique.

If your situation falls outside the standard eligibility requirements, you are still welcome to submit a Course Transfer Application.

Each request is assessed individually, taking into consideration your circumstances, course progress and learning goals.

How to Apply

Applying for a course transfer is simple.

• Step 1: Review this guide to ensure you meet the eligibility requirements.

• Step 2: Complete the Course Transfer Application Form through the Student Support Centre.

• Step 3: Our Student Support Team will review your application and contact you via email within two business days to discuss your request and advise the next steps.

Need Assistance?

If you're unsure whether transferring courses is the right option for you, we'd be happy to help.

Our Student Support Team can discuss your goals, answer your questions and help you determine the most suitable pathway before you submit an application.

Email: support@thebeautyinstitute.com.au

We aim to respond to all enquiries within one business day.

If you require a Proof of Enrolment, simply complete the application form below and include any specific requirements in the comments section.

Our Student Support Team will prepare your document and email it to you within three business days.

Your Proof of Enrolment will include:
• Your course name
• Course duration
• Units of study
• Expected study commitment

Keeping your details up to date helps us stay in touch throughout your learning journey.

Complete the Personal Details Update Form below to update your address, email address or phone number. If you'd like to add a support person to your account, simply include their details using the Additional Support Person Form.

Please note: If you're paying via a payment plan, you'll also need to update your details directly with your payment plan provider.

Thinking about withdrawing from your course?

We're sorry to hear you're considering withdrawing from your studies.

All enrolments include a 3-day cooling-off period, which begins from the date of your enrolment. If you're still within this period, you may be eligible to cancel your enrolment in accordance with our Refund & Cancellation Policy.

If your cooling-off period has expired, withdrawal requests will be assessed in line with our policy and may not be eligible for cancellation or refund.

How to Request a Withdrawal

If you'd like to request a course withdrawal, simply complete the Course Withdrawal Request Form below.

Our Student Support Team will review your request and contact you within two business days regarding the outcome or if any additional information is required.

Already Submitted a Request?

If you've already lodged a Course Withdrawal Request, there's no need to submit another form.

Please check your email for updates from our Student Support Team. Most requests are reviewed within 48 hours.

If you haven't received a response after 48 hours, please contact us so we can follow up on your request.

Ready to continue your learning journey?

Welcome back! Whether you've taken time away due to work, family or personal commitments, we're here to help you get back on track.

If your course is still active, simply log into your student portal and continue where you left off. We recommend spending a little time reviewing previous lessons before moving on.

If your course access has expired, don't worry. Contact our Student Support Team to discuss the options available, including course extensions where applicable.

If you'd like some extra guidance, complete the Student Support Form below and we'll be in touch within two business days to help you restart your studies with confidence.

All students receive 12 months of access to their course from the date of enrolment.

You can view your course expiry date at any time by logging into your student portal and checking the 'Due Date' displayed on your course dashboard.

If you're unable to complete your course within 12 months due to unforeseen circumstances, you may be eligible to apply for a Course Extension.

Extension requests are assessed on a case-by-case basis by our Student Support Team. We encourage you to apply before your course access expires.

If you're unsure how much time you have remaining or would like to discuss your options, simply complete the Student Support Form below. Our team will be happy to assist you.

Need another copy of your certificate?

We're happy to help. If you've misplaced your digital certificate or require it to be resent, simply complete the Replacement Certificate Request Form below.

Your certificate will be emailed to you within four business days. Please ensure your email address is up to date before submitting your request.

If you've changed your name since completing your course, please contact our Student Support Team before requesting a replacement certificate so we can discuss the documentation required.

Everything you need to know about your Beauty Institute Kit.

Waiting for your student kit? You can track your order using the tracking details sent to your email once your kit has been dispatched.

If you can't find your tracking information, please check your Junk or Spam folder.

For the latest delivery updates, you can also contact the courier directly using your tracking number or check with your local post office or depot.

For more information, please refer to our Student Kit Policy.

Kits can take up to three weeks to arrive at your destination.
All kit orders are placed within seven days of your enrollment.
Tracking information is typically available within 7–14 days after enrollment.
Delivery to your address may take up to three weeks from the kit order date
Delivery of your kit may go directly to the carrier’s local Depot or Post Office, if no one is home

All student kits are carefully packed and checked before they are dispatched, so missing items are uncommon.

Before submitting a request, please:

Check your kit carefully, including all packaging.
Compare the contents of your kit against the enclosed packing list or kit checklist.

If you believe an item is missing, please complete the Student Kit Enquiry Form below.

To help us investigate your request as quickly as possible, please include:

A clear photo of all items you received.
Ensure all products are removed from the box and photographed with the labels facing upwards.

Our Student Support Team will review your request and contact you within two business days.

For further information, please refer to our Student Kit Policy.

If any items in your student kit arrive damaged, please let us know within 30 days of receiving your delivery.

To help us assess your request, please complete the Student Kit Enquiry Form below and include:

A clear photo of the damaged item(s).
A brief description of the damage.
The name of the course your kit was supplied for.

Our Student Support Team will review your request and contact you within two business days to arrange a replacement where appropriate.

For further information, please refer to our Student Kit Policy.

If you've received an incorrect item in your student kit, we're sorry for the inconvenience.

Please complete the Student Kit Enquiry Form below and include:

A clear photo of the item(s) you received.
A brief description of the incorrect item(s).
The name of the course your kit was supplied for.

Our Student Support Team will investigate your request and contact you within two business days to arrange the correct replacement items where required.

For further information, please refer to our Student Kit Policy.

From time to time, a product included in your student kit may be temporarily unavailable. If this occurs, The Beauty Institute may substitute the item with a similar product of equal or higher quality and value.

Any substitute products are carefully selected to ensure they meet the practical requirements of your course and will not affect your learning experience.

If you have any questions about a substituted product, please complete the Student Kit Enquiry Form below. Our Student Support Team will be happy to assist you.

For further information, please refer to our Student Kit Policy.

Need to top up your supplies or replace a product?

Additional products and consumables can be purchased at any time to help you continue practising and completing your practical assessments.

If you're unsure which products or equipment you need, or would like to place an order, simply complete the Student Kit Enquiry Form below.

Our Student Support Team will be happy to recommend the correct products and provide further assistance.

Some equipment included in your student kit may be covered by a manufacturer's warranty.

If you believe an item is faulty or has stopped working, please complete the Student Kit Enquiry Form below with the following information:

The name of the faulty item.
A description of the issue.
Clear photos or a short video showing the fault (where possible).

Our Student Support Team will assess your enquiry and, where applicable, assist you with the manufacturer's warranty process or arrange a suitable resolution.

For further information, please refer to our Student Kit Policy.

Having trouble accessing your course? We've got you covered.

Forgot your password? No problem.

On the Student Login page, click "Forgot Password?" and follow the prompts to reset your password. You'll receive an email with instructions to create a new password and regain access to your course.

If you don't receive the email, be sure to check your Junk or Spam folder.

If you're still having trouble logging in, simply complete the Technical Support Form below and our Student Support Team will assist you within two business days.

Most common document, image and video file formats can be uploaded through your student portal.

If you're using Apple Pages on a Mac, we recommend saving your document as a PDF before uploading to ensure it can be opened and marked correctly.

If you're having trouble uploading your assessment or are unsure whether your file format is suitable, complete the Technical Support Form below and our Student Support Team will be happy to assist you within two business days.

If your course videos aren't loading, try the following steps:

Check that you have a strong and stable internet connection.
Refresh the page or log out and back into your student portal.
We recommend using the latest version of Google Chrome or Microsoft Edge. If you're using another browser, try switching to one of these.
Clear your browser's cache and cookies, then reload the page.

If you're still experiencing issues, complete the Technical Support Form below and include the course name, lesson and device you're using.

Our Student Support Team will investigate the issue and respond within two business days.

If you're having trouble accessing the Student Portal or the website isn't loading correctly, try the following steps:

Check that you have a strong and stable internet connection.
Refresh the page or try logging in again.
We recommend using the latest version of Google Chrome or Microsoft Edge for the best experience.

This can sometimes occur when using Safari on a Mac. If this happens, try opening the website in Google Chrome, which usually resolves the issue.

If you're still experiencing problems, complete the Technical Support Form below and include details of the issue, your device and the browser you're using.

Our Student Support Team will be happy to assist you within two business days.

For the best learning experience, we recommend accessing your course using the latest version of Google Chrome or Microsoft Edge.

While your student portal may work on other browsers, Chrome and Edge provide the best performance and compatibility with course videos, assessments and interactive learning activities.

To help avoid technical issues, we also recommend:

Keeping your browser up to date.
Enabling cookies and JavaScript.
Using a strong and stable internet connection.
Clearing your browser's cache and cookies if you experience loading issues.

If you're still having trouble accessing your course, complete the Technical Support Form below and our Student Support Team will be happy to assist you within two business days.

If you're not receiving course notifications or emails, try the following steps:

Check your Junk or Spam folder.
Ensure your email address is correct in your student profile.
Add our email address to your safe senders list to prevent future emails from being filtered.
Check that notifications are enabled within your student portal settings (where applicable).

If you're still not receiving notifications, complete the Technical Support Form below.

Our Student Support Team will investigate the issue and contact you within two business days.

Some equipment included in your student kit may be covered by a manufacturer's warranty.

If you believe an item is faulty or has stopped working, please complete the Student Kit Enquiry Form below with the following information:

The name of the faulty item.
A description of the issue.
Clear photos or a short video showing the fault (where possible).

Our Student Support Team will assess your enquiry and, where applicable, assist you with the manufacturer's warranty process or arrange a suitable resolution.

For further information, please refer to our Student Kit Policy.

Your trainers are here to help you succeed.

Need help with your course or an assessment?

Although your course is self-paced, you're never on your own. Our trainers and Student Support Team are here to help whenever you need guidance.

If you have a question about an assessment, need help understanding your course content, or would like some extra support, simply complete the Assignment Support Request Form below.

Depending on your needs, we may provide support through:

Trainer guidance and feedback
Phone or video support sessions
Assessment clarification
Personalised study advice

Our team is available six days a week, and we'll respond to your enquiry within two business days.

Need some extra one-on-one support? You can book a 1:1 phone or video support session with one of our trainers using the Calendly booking link below.

To help your trainer prepare, please include the following information when making your booking:

Your course name
The topic or skill you need help with
Any specific questions you'd like answered
Photos, videos or examples (if applicable)

Our trainers are here to provide personalised guidance and help you progress confidently through your course.

Please note: If you're unable to attend your appointment, we ask that you cancel or reschedule your booking as early as possible. Repeated missed appointments without prior notice may affect your ability to book future support sessions.

👉 Book your 1:1 Support Session Here

When will my assessment be marked?

Our trainers aim to provide assessment feedback as quickly as possible. Most assessments are marked within 7 business days; however, during busy periods, please allow up to 14 business days for your submission to be reviewed.

Please note that business days do not include weekends or public holidays. Our busiest marking period is typically January to April, so assessment turnaround times may be slightly longer during these months.

If you haven't received your assessment feedback after 14 business days, please complete the Student Support Form below and our team will investigate your submission and provide you with an update.

Don't worry—it's all part of the learning process.

Our courses are competency-based, which means you'll have the opportunity to review your trainer's feedback, make any required improvements and resubmit your assessment.

Every resubmission is designed to help you build your skills, increase your confidence and demonstrate competency before moving on.

If you're still having difficulty after two attempts, we'll recommend booking a 1:1 support session with one of our trainers. Together, you'll work through the assessment, answer your questions and help you get back on track.

Remember, we're here to support you every step of your learning journey, and our goal is to help you succeed.

Throughout your course, you'll complete practical assessments using live models. Finding suitable models is an important part of your learning journey and helps you build confidence while gaining real-world experience.

We recommend asking family, friends, work colleagues or members of your local community who are happy to volunteer for your assessments. Always ensure your model meets the assessment requirements and is suitable for the treatment being performed.

For helpful tips and ideas, please refer to our Finding Models Support Guide.

👉 View the Finding Models Support Guide

If you're still having difficulty finding suitable models, complete the Student Support Form below and our Student Support Team will be happy to assist you within two business days.

Our trainers aim to provide assessment feedback as quickly as possible, with most assessments marked within 7 business days.

During peak periods, particularly January to April, please allow up to 14 business days for your assessment to be reviewed.

Business days exclude weekends and public holidays.

If you haven't received your results after 14 business days, please complete the Student Support Form below and our Student Support Team will be happy to investigate your submission and provide you with an update.

Need some extra support?

Our Live Training Sessions provide personalised one-on-one guidance to help you build confidence, improve your practical skills and stay on track with your studies.

Sessions are conducted via phone or video call and are tailored to your individual learning needs. Whether you have questions about an assessment, need practical advice or would like extra guidance from your trainer, we're here to help.

Simply book your session using the Calendly link below and choose a time that suits you.

👉 Book Your Live Training Session

Before your session, please be ready to provide:

Your course name
The topic or assessment you'd like help with
Any questions you'd like answered
Photos, videos or examples (if applicable)

If you're unable to attend your appointment, please cancel or reschedule your booking as early as possible. Repeated missed appointments without prior notice may affect future bookings.

We understand that receiving assessment feedback can sometimes be disappointing, especially if it wasn't the outcome you were expecting.

Our trainers are experienced industry professionals who assess each submission against clear assessment criteria to ensure marking is fair, consistent and aligned with the course requirements.

We encourage you to carefully review your trainer's feedback and compare it with the assessment instructions before requesting a review.

If you still believe your assessment requires further consideration, you may submit an application for a reassessment in accordance with our Assessment Review & Appeals Policy.

👉 View the Assessment Review & Appeals Policy
If you have any questions or would like to discuss your feedback, please complete the Student Support Form below. Our Student Support Team will be happy to assist you within two business days.

Your trainers are here to help you succeed.

Need to update your payment or billing information?

As payment plans are managed by our third-party payment providers, any changes to your billing details must be made directly with your provider.

To find your payment provider, search your email inbox for your original payment confirmation or welcome email. This will include your provider's contact details and your customer reference number, which you'll need when getting in touch.

For privacy and security reasons, The Beauty Institute does not have access to your payment or financial information and is unable to update your billing details on your behalf.

If you're unsure who your payment provider is, or need further assistance, complete the Student Support Form below and our team will be happy to assist you within two business days.

Your payment plan is linked directly to your course enrolment and cannot be cancelled independently of your course.

If you're considering cancelling your payment plan, you'll first need to submit a Course Withdrawal Request. Please note that all enrolments include a 3-day cooling-off period, and if this period has expired, you may not be eligible to cancel your course. Please refer to our Refund & Cancellation Policy for further information.

If you're experiencing financial difficulties, we encourage you to contact your payment plan provider directly. Many providers offer financial hardship assistance and may be able to discuss alternative payment arrangements with you.

If you have any questions about your enrolment or withdrawal options, please complete the Student Support Form below. Our Student Support Team will be happy to assist you within two business days.

Need to check how much you have left to pay?

Your payment plan provider can provide you with your current balance, payment history and any remaining repayments.

If you're unsure who your payment provider is, simply search your email inbox for your original payment confirmation or welcome email. This will include your provider's name, contact details and customer reference number.

Alternatively, you can use the Payment Provider Directory below to find your provider's contact details.

For privacy and security reasons, The Beauty Institute does not have access to your payment plan balance or financial information.

If you need further assistance, please complete the Student Support Form below and our team will be happy to assist you within two business days.

Put payment provider list pictures again below here

If you're experiencing financial hardship, you're not alone. Many of our payment plan providers offer support for students facing unexpected circumstances such as illness, loss of employment, family hardship or other unforeseen events.

Depending on your provider, assistance may include temporary payment arrangements, payment deferrals or other financial hardship options.

We encourage you to contact your payment plan provider as soon as possible to discuss your situation and explore the support available.

You can find your provider's contact details in the Payment Provider Directory below.

If you have any questions about your enrolment or need further assistance, please complete the Student Support Form below and our Student Support Team will be happy to help.

We understand that circumstances can change. If you're considering cancelling your enrolment, please review our Refund Policy before submitting a request.

All enrolments include a 3-day cooling-off period, during which you may be eligible for a refund in accordance with our policy.

After the cooling-off period has expired, refunds are generally not available unless required by Australian Consumer Law or where exceptional circumstances apply.

If you believe you may be eligible for a refund, please complete the Refund Request Form below. Our Student Support Team will review your application and respond within two business days.

👉 View the Refund Policy

Looking after yourself is just as important as your studies.

Staying motivated while studying online can sometimes be challenging, especially when balancing work, family and other commitments. Remember, every lesson you complete brings you one step closer to achieving your goals and building a rewarding career in the beauty industry.

To help stay on track, try setting small weekly goals, creating a regular study routine and celebrating your progress along the way. Even a little study each week can make a big difference over time.

If you're feeling overwhelmed or have lost motivation, don't hesitate to reach out. Our Student Support Team is here to encourage, guide and support you throughout your learning journey.

If you'd like some extra support, complete the Student Support Form below and we'll be happy to help you get back on track within two business days.

One of the biggest advantages of online learning is the flexibility to study when it suits you. Creating a regular study routine and setting aside dedicated time each week can help you stay organised, reduce stress and keep you on track to achieve your goals.

Here are a few simple tips to help you manage your time effectively:

Schedule regular study sessions in your calendar.
Break large assessments into smaller, manageable tasks.
Set weekly goals and celebrate your progress.
Minimise distractions by studying in a quiet, dedicated space.
Use reminders or planning apps to stay organised.

Many students also find it helpful to use time management and productivity apps. Some popular options include:

Google Calendar – Plan your study schedule and set reminders.
Todoist – Create task lists and track your progress.
Trello – Organise assignments using visual boards and checklists.
Notion – Keep all your notes, study plans and tasks in one place.
Forest – Stay focused by reducing phone distractions during study sessions.

Remember, consistent progress is more important than perfection. Even 30–60 minutes of focused study each day can help you stay on track and complete your course with confidence.

If you're finding it difficult to manage your studies, complete the Student Support Form below. Our Student Support Team is here to help you create a study plan that works for your lifestyle.

Everyone learns differently, and we're committed to helping you succeed throughout your learning journey.

If you're finding a topic challenging, need clarification on your course content, or would benefit from some additional guidance, our trainers and Student Support Team are here to help.

Support may include:

Guidance with course content and assessments.
One-on-one coaching sessions.
Study tips and learning strategies.
Help creating a personalised study plan.
Additional support for students experiencing learning challenges.

We encourage you to reach out as early as possible if you need assistance. The sooner we know you need help, the sooner we can provide the right support to keep you progressing confidently.

If you'd like to access learning support, simply complete the Learning Support Request Form below. Our Student Support Team will contact you within two business days to discuss the most suitable support options for you.

At The Beauty Institute, we're committed to creating an inclusive learning environment where every student has the opportunity to succeed.

If you have a disability, medical condition, learning difficulty or require additional support, we encourage you to let us know. Our Student Support Team will work with you to understand your individual needs and discuss any reasonable adjustments that may assist you throughout your studies.

Support may include adjustments to your learning experience, additional guidance, or access to appropriate support services where available.

To help us provide the most appropriate support, please complete the Learning Support & Reasonable Adjustments Form below as early as possible—ideally during your enrolment or within your 3-day cooling-off period. This allows us to ensure your course is suitable for your individual needs and that we can provide the best possible learning experience from the very beginning.

All information provided is treated confidentially and will only be used to support your learning journey.

If you have any questions before enrolling or would like to discuss your individual circumstances, please contact our Student Support Team. We're here to help.

Your wellbeing is important to us. Studying while balancing work, family and everyday life can sometimes feel overwhelming, and it's okay to ask for support.

If you're experiencing stress, anxiety, low mood or personal challenges that are affecting your studies, we encourage you to reach out to someone you trust or access one of the professional support services below.

If your circumstances are impacting your ability to study, please let our Student Support Team know. We'll work with you to discuss the support options available and help you stay on track wherever possible.

Support Services
🧠 Beyond Blue
Free mental health support, information and resources.
Website: https://www.beyondblue.org.au
Phone: 1300 22 4636

💙 Head to Health
Find trusted Australian mental health services and resources.
Website: https://www.headtohealth.gov.au
Phone: 1800 595 212

🌱 Headspace (for ages 12–25)
Mental health support for young people. Website: https://www.headspace.org.au

🛡️ 1800RESPECT
Confidential support for anyone experiencing domestic, family or sexual violence. Website: https://www.1800respect.org.au
Phone: 1800 737 732

If you're experiencing an emergency or believe you or someone else is in immediate danger, please call 000 immediately.

Studying online gives you the flexibility to learn at your own pace, but creating good study habits will help you stay motivated and make steady progress towards completing your course.

Here are a few simple tips to help you succeed:

Create a study schedule and set aside regular time each week for your course.
Set small, achievable goals to keep yourself motivated and celebrate your progress.
Study in a quiet, distraction-free space where you can focus.
Take regular breaks to help improve concentration and avoid burnout.
Practise your practical skills regularly to build confidence and improve your technique.
Review your trainer's feedback carefully and apply it to future assessments.
Don't leave assessments until the last minute—breaking them into smaller tasks makes them much more manageable.
Reach out for support early if you're unsure about a topic or need extra guidance.

Remember, every student learns at a different pace. Consistent progress is far more important than perfection, and even a small amount of study each week will help you move closer to achieving your qualification.

If you'd like additional guidance, complete the Student Support Form below. Our Student Support Team is here to help you stay motivated, overcome challenges and succeed in your studies.

Balancing your studies with work, family and everyday life can be challenging, but with a little planning, it's absolutely achievable.

Remember, you don't need to study for hours every day. Consistent, regular study sessions are often more effective than trying to complete everything at once.

Here are a few tips to help you stay on track:

Schedule dedicated study time each week and treat it like any other important appointment.
Break assessments into smaller tasks to make them more manageable.
Set realistic goals that fit around your work and family commitments.
Communicate with your family so they know when you need uninterrupted study time.
Take regular breaks to avoid feeling overwhelmed or burnt out.
Celebrate your progress, no matter how small—every completed lesson is a step closer to your qualification.

If life becomes busy and you're finding it difficult to keep up, don't wait until you're feeling overwhelmed. Reach out to our Student Support Team as early as possible. We're here to help you explore study strategies, discuss your options and keep you progressing towards your goals.

Complete the Student Support Form below, and we'll be happy to assist you.

Can't find the answer you're looking for?
Our Student Support Team is here to help.

Student Support Centre

How can we help you today?

Course Support

Student Kits

Technical Support

Trainer Support

Payments & Billing

Student Wellbeing

Still need help?

Keep in touch

explore courses

lashes & brows

Skin &
body

nails & tanning

Wellness

BEAUTY THERAPY

Student Support Centre

How can we help you today?

Course Support

Student Kits

Technical Support

Trainer Support

Payments & Billing

Student Wellbeing

Still need help?

Keep in touch

explore courses

lashes & brows

Skin & body

nails & tanning

Wellness

BEAUTY THERAPY

Let us introduce our school

Skin &
body