Refund Policy

1. Purpose and scope

This policy explains cancellation, refunds, transfers and substitutions for self-paced online courses, live online training delivered through Zoom or Microsoft Teams, and face-to-face training. It covers individual customers and employer or company bookings, including courses purchased or allocated by authorised managers.

We distinguish our commercial refund arrangements from any statutory cancellation or other rights you have as a consumer. A consumer is an individual buying mainly for purposes outside their trade, business or profession. An employer buying staff training will normally be a business customer. Your status depends on the purpose of the purchase, not simply the account label.

2. The two different periods of 14 days

For an eligible consumer distance or off-premises contract, the statutory cancellation period normally ends 14 days after the day the contract is made. Exceptions and the rules for early delivery are explained below. The statutory period may be extended if required cancellation information has not been provided.

Our separate commercial deadline for face-to-face and live online training is at least 14 full calendar days before the scheduled start. We calculate this using UK local time. A cancellation received exactly 14 days before the start meets that deadline. This training deadline does not shorten an applicable statutory cancellation period.

3. Summary of our commercial arrangements

Self-paced courses: request a change-of-mind refund within 14 days after purchase, provided paid content has not started. Once paid content starts, no ordinary change-of-mind refund is available, subject to the consumer safeguards in section 4. After the purchase period expires, an unused course does not qualify for a voluntary change-of-mind refund.

Face-to-face and live online training: cancel at least 14 full days before the start for a full refund. For later cancellations or bookings made inside that deadline, no automatic commercial full refund is promised. Consumer rights and the fair-loss calculation in section 7 still apply.

If we cancel scheduled training or materially change its date, you may choose a full refund of the affected booking or agree to a replacement date. We will not impose a transfer or credit in place of that refund.

4. Self-paced courses and early access

A course starts when the learner first opens or reveals paid course content, such as a lesson, video, downloadable paid resource or assessment. Signing in, viewing the dashboard or course list, reading a public course description, and using a genuinely free preview do not count as starting the paid course. We check course-specific portal records when assessing a request.

For consumer digital content supplied during the statutory cancellation period, we must obtain your express consent to early supply and your acknowledgement that the right to cancel will be lost once supply begins. We must also provide confirmation of that consent and acknowledgement on a durable medium, such as email. General acceptance of terms, a login event or a portal record showing content access is not by itself proof that these requirements were met.

If the legally required consent, acknowledgement or confirmation is missing, we will not rely on content access alone to refuse statutory cancellation. Where the early-supply requirements are met, the statutory right to cancel the digital-content contract is lost when supply begins. This does not remove rights relating to faulty or misdescribed content.

If you do not choose early supply, we will arrange access after the applicable cancellation period. Account creation and payment do not themselves establish consent to lose cancellation rights. Content must not be released early under a consumer contract until the required process has been completed.

5. Employer purchases and learner allocation

The purchasing employer or authorised manager is the customer for refunds on that order. A learner must refer an employer-funded refund request to that purchaser. We return an approved refund to the purchaser through the original payment route, rather than paying an individual learner.

Unassigned employer or authorised manager course credits do not expire. Once an organisation assigns a course to a learner, that learner has nine months from assignment to complete it. An individual learner has nine months from purchase to complete the purchased course. These access periods do not restart the refund period for the original purchase.

During the 14-day commercial purchase period, unused unassigned credits and assigned courses whose paid content has not started can be considered for refund. A course assigned and started cannot be transferred to another online learner. Portal access records must be considered alongside the applicable contractual and consumer requirements.

6. Bundles and partial refunds

Starting one course in a bundle does not automatically remove eligibility for every untouched course. We assess each course separately within the applicable refund period. Any eligible unused part is refunded using the discounted price allocated to that course and disclosed before purchase. We do not deduct an undisclosed penalty or retrospectively charge full standalone prices for courses retained.

If no discounted allocation was disclosed, we must explain and agree a fair allocation for the eligible unused part; an internal calculation cannot be used to defeat a statutory entitlement. For mixed packages containing digital content and scheduled training, we assess the relevant rules for each component.

7. Scheduled training cancellations

For face-to-face training and live online sessions, including Zoom or Microsoft Teams, cancellation at least 14 full calendar days before the scheduled start qualifies for a full commercial refund. Send your request to support@trainifyhub.co.uk so that we can identify the booking and timing.

For business bookings cancelled later, including bookings made fewer than 14 full days before delivery, the commercial booking fee is non-refundable unless a signed agreement provides otherwise or we agree an exception. This does not apply where we cancel or fail to provide the contracted training.

For consumer bookings cancelled after our commercial deadline, we assess our legitimate net losses rather than automatically retaining all advance payments. These may include non-recoverable trainer, venue and travel commitments, personalised materials and unavoidable registration or examination costs. We account for costs saved, sums recovered and replacement bookings, and avoid recovering the same loss twice. We provide a breakdown if retaining a cancellation charge; it cannot exceed the amount paid for the affected booking. Any balance is refunded.

If you cancel a consumer service contract during an applicable statutory cooling-off period, the statutory rules take priority. Where you expressly requested delivery during that period and received the required information, we may charge a proportionate amount for services actually supplied before cancellation. Irrecoverable booking commitments do not automatically replace this statutory calculation. If required conditions were not met, no such service charge is imposed.

For a consumer service begun during cooling-off, the cancellation right ends only after full performance where the required express request and acknowledgement have been obtained. Merely reserving a date within 14 days does not itself remove that right. We do not assume that vocational training qualifies for the specific-date leisure-services exception.

8. Transfers and substitutions

You may request a date transfer at least 14 full days before the current scheduled start without a transfer administration fee. There is no numerical limit on timely requests, but every transfer depends on a suitable available slot. Any clearly disclosed difference in the price of a different course or service must be agreed before transfer. A transfer does not restart the original statutory cancellation period.

After the deadline, management may consider an illness or emergency transfer using relevant supporting information and suitable availability. Evidence may include a relevant medical confirmation where necessary, but detailed medical history should not be requested where a simpler confirmation will do. This is a discretionary concession and may be declined; supporting evidence does not guarantee a transfer or a refund. A late cancellation does not qualify for an automatic commercial full refund, subject to the consumer safeguards and remedies in this policy.

For face-to-face employer bookings, a suitable replacement delegate may attend without a substitution administration fee, subject to course eligibility, identity checks, registration deadlines and any awarding-body restrictions. Tell us promptly so that we can check whether substitution is possible. This does not permit sharing a started self-paced learner account.

9. Attendance and course requirements

If you do not attend, arrive too late to meet the course requirements, fail to bring identity evidence that was clearly required before booking, or do not complete mandatory attendance, you will normally need to make and pay for a new booking. We do not guarantee a free replacement or certification in these cases.

Any consumer cancellation or attendance charge remains subject to applicable rights and the legitimate net-loss approach above. We consider reasonable adjustments and circumstances attributable to us. We will not treat our failure to communicate requirements, or our failure to deliver the course properly, as a learner fault.

10. Provider cancellation and technical problems

If we cancel scheduled training or materially change its date, choose a full refund for the affected booking or a new date with your agreement. For partly supplied training, we assess the affected contract and any applicable remedies; this policy does not restrict a legal entitlement to a greater remedy.

We provide advance notice of planned website maintenance where practicable. For unexpected platform failures, our operational target is resolution within 24 hours after the issue is identified. Report the course, time and problem to support@trainifyhub.co.uk. We will assess the cause and remedy; 24 hours is not a waiting period that removes your rights or a guarantee that every fault can be repaired within that time.

Where content or services are faulty, misdescribed or not delivered as contracted, we provide the remedy required by applicable law. For consumer digital content this may include repair or replacement and, where the relevant conditions are met, a price reduction up to the full price. Consumer service remedies may include repeat performance or a price reduction. Starting a course, downloading a certificate or reaching the end of a voluntary refund period does not remove those rights.

11. How to request cancellation or refund

Email support@trainifyhub.co.uk with your name, purchasing account email, order or booking reference if available, course or package name, and the action requested. Include the training date for a scheduled booking. A statutory cancellation does not require a reason or use of a particular form: a clear statement is sufficient. We also accept written cancellation at our address above.

For statutory cancellation, sending a clear notice before the period expires is sufficient; it does not have to be approved before the deadline. For the commercial training deadline, we use the time the cancellation reaches us. Keep your email or other evidence of sending.

We confirm the decision and any deductions in writing. We do not require you to explain a change of mind. If we need information to locate the order, we request it promptly and do not use an administrative check to postpone a statutory repayment deadline.

12. Repayment and complaints

For valid statutory cancellation, we reimburse without undue delay and within 14 days after being informed of the cancellation, subject only to legally applicable rules. We use the original payment method unless you expressly agree otherwise, and do not charge a refund-processing fee. For other approved refunds, our processing target is within 14 calendar days of confirmation; payment-provider posting times may differ.

If you disagree with a decision, email support@trainifyhub.co.uk and ask for review, stating the booking and reason. A person who has not made the original decision should review the matter where practicable. Discretionary transfer decisions do not create a separate entitlement to a concession. Complaints, court remedies and applicable statutory rights remain available.

13. Records and administration

We retain proportionate order, contract, consent and refund-decision evidence in active operational records for up to two years after contract completion, access expiry or final resolution, as relevant. Records selected for restricted archiving require a documented continuing purpose, access restriction and a separate review and disposal date; archiving does not end retention. Applicable accounting records, legal holds and mandatory requirements follow their separate periods. Relevant supporting information is limited to staff who need it and removed when no longer needed.

14. Policy changes and adoption

We apply the terms agreed for your purchase. A later policy revision does not retrospectively remove a refund promise or accrued rights. Website advertisements, checkout information and confirmations must agree with this policy; an existing wider promise may apply to an earlier order.