Last updated: [DATE]
This policy applies to course bookings made with Liverpool Streetworks Centre.
Different terms may apply to corporate, group or dedicated training where those terms have been agreed separately in writing.
1. How to cancel or request a change
Requests to cancel, transfer or amend a booking must be sent to:
Email: [BOOKING EMAIL ADDRESS]
Telephone: [TELEPHONE NUMBER]
The request should include:
- The booking reference.
- The learner’s name.
- The course and date.
- The requested change.
- The reason for the request, where relevant.
A cancellation or transfer is not confirmed until we have acknowledged it in writing.
The date we receive the request will be used to determine any refund, credit or fee.
2. Statutory cancellation rights for consumers
This section applies where an individual books a course as a consumer rather than mainly for business or professional purposes.
Where a booking is made online, by telephone or through another distance-selling method, the consumer may have a legal right to cancel within 14 days without giving a reason.
The cancellation period normally starts when the contract is entered into.
To exercise this right, the consumer must clearly tell us that they wish to cancel before the cancellation period expires.
Courses beginning during the cancellation period
Where a consumer asks us to begin providing the booked service during the 14-day cancellation period:
- We may ask for an express request to begin the service.
- If the consumer later cancels, they may be required to pay a proportionate amount for services already supplied.
- The right to cancel may be lost once the service has been fully performed, provided the consumer expressly requested early performance and acknowledged that the cancellation right would be lost after full performance.
These statutory rights are separate from our standard cancellation terms below.
3. Employer and business bookings
The statutory consumer cancellation period does not generally apply where a booking is made wholly or mainly for business purposes, including bookings made by an employer for its staff.
Business, employer and corporate bookings will be governed by:
- This policy.
- The applicable quotation or invoice.
- Any separately agreed corporate booking terms.
4. Standard customer cancellations
After any applicable statutory cancellation period has ended, the following terms apply:
More than [14] calendar days before the course
The customer may choose:
- A full refund of the course fee paid; or
- One transfer to another available date without a transfer fee.
Between [7 and 13] calendar days before the course
The customer may choose:
- A refund of [50%] of the course fee; or
- One transfer to another available date, subject to a transfer fee of [£AMOUNT OR PERCENTAGE].
Fewer than [7] calendar days before the course
No refund will normally be provided.
A transfer may be offered at our discretion and may be subject to a fee of [£AMOUNT OR PERCENTAGE].
Non-attendance
No refund or automatic transfer will be provided where a learner does not attend and has not cancelled within the applicable period.
The time periods, percentages and transfer fees in this section must be confirmed by the business before publication.
5. Transfers
A request to transfer to another course date is subject to:
- Availability on the requested date.
- The course still being offered.
- The learner continuing to meet the entry requirements.
- Payment of any applicable transfer fee or price difference.
A transferred booking may not be transferred again unless we agree otherwise in writing.
Where a customer transfers and later cancels, any refund may be calculated using the date of the original course booking or original course date. [CLIENT TO CONFIRM.]
6. Substitute learners
A customer or employer may request to substitute another suitable learner.
Substitutions may be accepted without charge where:
- The request is received at least [NUMBER] working days before the course.
- The replacement learner meets all entry requirements.
- The replacement learner’s complete registration information is supplied in time.
- The awarding or certification organisation permits the substitution.
Additional registration or administration costs may be charged where they have already been incurred or are imposed by a third party.
7. Illness and exceptional circumstances
Customers should contact us as soon as possible where illness, bereavement or another serious unexpected event prevents attendance.
We may, at our discretion, offer:
- A transfer to another available course date.
- A credit towards a future booking.
- A full or partial refund.
We may request reasonable supporting information.
This section does not guarantee a refund and does not affect any statutory rights.
8. Late arrival and incomplete attendance
Learners who arrive late, leave early or miss required course or assessment time may be unable to complete the course.
Where this happens, the booking will normally be treated as used and no refund will be due.
A new course or assessment fee may be payable.
9. Failure to meet course requirements
No refund will normally be provided where a learner cannot participate or complete a course because they:
- Do not meet published entry requirements.
- Fail to provide required identification.
- Do not bring required clothing or personal protective equipment.
- Provide inaccurate registration information.
- Do not comply with attendance requirements.
- Are removed because of unsafe or unacceptable conduct.
We may offer a transfer where reasonable, but any additional costs may be payable.
10. Failure to pass an assessment
Course and assessment fees are charged for providing the training and assessment service. They do not guarantee a pass, qualification or certificate.
A refund will not be issued solely because a learner does not pass.
Any reassessment or additional training will be subject to the applicable price at that time.
This does not affect a customer’s rights where the service was not supplied with reasonable care and skill.
11. Cancellation by Liverpool Streetworks Centre
We may cancel or postpone a course because of:
- Insufficient learner numbers.
- Tutor or assessor illness.
- Venue or equipment problems.
- Severe weather or travel disruption.
- Safety concerns.
- Changes imposed by an awarding or certification organisation.
- Events outside our reasonable control.
Where we cancel a course, the customer will normally be offered:
- A transfer to another available date.
- A credit towards another suitable course.
- A refund of the course fee paid.
We will notify affected customers as soon as reasonably possible.
Unless required by law, we will not normally reimburse indirect costs such as travel, accommodation, childcare or loss of earnings. Customers should avoid making non-refundable arrangements where possible.
12. Changes to course dates or locations
A minor change to a tutor, room, timetable or delivery arrangement will not normally entitle the customer to a refund where the essential course remains substantially unchanged.
Where we make a substantial change to the confirmed date, location or course, the customer may request an alternative date or a refund of the affected course fee.
13. Refund processing
Approved refunds will normally be returned using the original payment method.
Statutory refunds will be processed within the period required by law. Other approved refunds will normally be processed within [10] working days.
The time taken for funds to appear may depend on the customer’s bank or payment provider.
Any refund will normally be made to the person or organisation that originally paid.
14. Fees already incurred
Where legally permitted, a refund may be reduced to reflect identifiable costs that have already been incurred at the customer’s request, such as:
- Awarding-body registration.
- Certification fees.
- Bespoke course materials.
- External venue costs.
- Services already supplied during a statutory cancellation period.
Any deduction will be reasonable and explained to the customer.
15. Refunds where the service is not delivered properly
Courses will be provided with reasonable care and skill.
Where a customer believes that a course has not been supplied as agreed, they should contact us promptly so that we can investigate and, where appropriate, offer repeat performance, a price reduction or another suitable remedy.
Nothing in this policy limits rights that cannot legally be excluded.
16. Complaints
Questions or complaints regarding a cancellation or refund should be sent to:
Email: [COMPLAINTS EMAIL]
Telephone: [TELEPHONE NUMBER]
Address: [POSTAL ADDRESS]
Please include the booking reference, learner name and a clear explanation of the issue.