Cancellation, transfer and refund terms for public and company course bookings
Last updated: 6 August 2026
This policy applies to course bookings with Liverpool Street Works Centre. Separate written terms may apply to corporate, group, funded or dedicated training and will take priority where expressly agreed.
1. How to request a cancellation or change
Send requests to enquiries@liverpoolstreetworks.uk and include the booking reference, learner name, course and date, requested change and any relevant reason. You may also call 0333 358 2324, but a cancellation or transfer is confirmed only when acknowledged by us in writing. The time and date the written request is received determine the applicable terms.
2. Statutory cancellation rights for consumers
This section applies where an individual books wholly or mainly for purposes outside their trade, business, craft or profession. For most online, telephone and other distance service bookings, the consumer may cancel without giving a reason within 14 days after the contract is made. To exercise that right, the consumer must make a clear statement to us before the period expires. We will make any refund due within 14 days after being informed of the cancellation, using the original payment method unless otherwise agreed.
If a course is due to begin during the 14-day period, we will require the consumer’s express request for the service to start. If the consumer then cancels after delivery has begun, we may charge a proportionate amount for services already supplied. If the service has been fully performed following the consumer’s express request and acknowledgement, the statutory cancellation right may be lost. These rights are separate from, and take priority over, our standard terms below.
3. Employer and business bookings
The statutory consumer cooling-off period does not generally apply to a booking made wholly or mainly for business purposes, including an employer booking for staff. Business and employer bookings are governed by this policy, the accepted quotation or invoice and any separately agreed terms.
4. Standard cancellation and transfer terms
Notice received | Available option |
14 or more calendar days before the course | Full refund of the course fee paid, or one transfer to another available date without a transfer fee. |
7–13 calendar days before the course | 50% refund of the course fee paid, or one transfer to another available date with a transfer fee equal to 10% of the original course fee. |
Fewer than 7 calendar days before the course | No refund will normally be provided. At our discretion, one transfer may be offered with a transfer fee equal to 25% of the original course fee. |
Non-attendance without an accepted cancellation | No refund or automatic transfer. The booking is treated as used. |
A transfer is subject to availability, the course still being offered, continuing eligibility and payment of any fee or price difference. A transferred booking cannot normally be transferred again. If it is later cancelled, any discretionary refund will be calculated by reference to the original course date and the date of the first transfer request.
5. Substitute learners
A suitable substitute learner may normally be accepted without an administration fee if the complete request is received at least two working days before the course, the substitute meets all entry requirements, registration information is supplied in time and the relevant awarding or certification organisation permits the change. Any unavoidable third-party registration or correction cost may be charged.
6. Illness and exceptional circumstances
Please contact us promptly if illness, bereavement or another serious unexpected event prevents attendance. After considering the circumstances and any reasonable supporting information, we may offer a transfer, credit, or full or partial refund. This is discretionary and does not limit statutory rights.
7. Late arrival, incomplete attendance and course requirements
A learner who arrives late, leaves early or misses required teaching or assessment time may be unable to complete the course. The booking will normally be treated as used and a further course or assessment fee may apply. No refund is normally due where a learner cannot participate because they do not meet published entry requirements, fail to provide identification or required PPE, provide inaccurate information, breach attendance requirements, or are removed for unsafe or unacceptable conduct.
8. Assessment outcome
Fees pay for training and assessment services and do not guarantee a pass, qualification or certificate. A refund is not due solely because a learner does not pass. This does not affect rights where a service was not supplied with reasonable care and skill.
9. Cancellation or substantial change by us
We may cancel or postpone because of insufficient numbers, tutor or assessor illness, venue or equipment failure, safety concerns, severe weather, disruption, awarding-organisation changes or another event outside our reasonable control. We will notify customers as soon as reasonably possible and offer an alternative date, suitable credit or refund of the affected course fee.
Unless required by law or expressly agreed, we do not reimburse indirect costs such as travel, accommodation, childcare or lost earnings. A minor change to tutor, room, timetable or delivery arrangement does not normally create a refund right where the essential course remains substantially unchanged. A substantial change to the confirmed date, location or course allows the customer to choose an alternative or refund of the affected fee.
10. Refunds and deductions
Approved refunds are normally returned to the original payer using the original payment method. Statutory refunds are made within the legally required period. Other approved refunds will normally be processed within 10 working days, although bank processing time may vary.
Where legally permitted, a refund may be reduced by reasonable, identifiable costs already incurred at the customer’s request, such as awarding-organisation registration, certification, bespoke materials, external venue costs or services already supplied during a statutory cancellation period. Any deduction will be explained.
11. Problems with the service and complaints
If a course has not been supplied as agreed or with reasonable care and skill, contact us promptly at enquiries@liverpoolstreetworks.uk or 0333 358 2324. We will investigate and, where appropriate, offer repeat performance, a price reduction, a refund or another lawful remedy. Complaints may also be sent to Ferazzi House, Bridle Way, Bootle, Liverpool, England, L30 4UA. Nothing in this policy limits rights that cannot legally be excluded.