Cancellation Policy

Our Service Failure Guarantee (Your Full Protection)

We've got you covered. In the unlikely event that our service fundamentally fails – for example, your assessor becomes unresponsive and our admin team doesn't resolve the issue within three (3) business days of you contacting us – you are entitled to a full refund.

This guarantee has no time limit. It is our permanent commitment to you that you will never lose money due to a failure on our part.

Standard Cancellation Terms (When You Choose to Cancel)

These terms apply if you decide to cancel your assessment for any reason not covered by our Service Failure Guarantee above. We aim to be fair and transparent, and these terms help cover any costs we may incur in an attempt to provide our service to you.

Life doesn't always go to plan. Whether you have a simple change of heart within 7 days, or your personal or professional situation shifts within our 40-day cooling-off period, we offer fair refund options.

1. Full (100%) Refund within 7 Days

You are eligible for a full refund if you cancel within 7 days of your payment, and:

1. •
   No formal assessment activities have taken place (such as site visits or scheduled assessment sessions via Teams or Zoom). [See the definition of formal activities below.]
2. •
   Only informal chats have occurred – these don't count as formal sessions.
3. •
   Your registration with the Awarding Body has not yet been processed.

2. Cancellation within Your 40-Day Cooling-Off Period

If you cancel after 7 days but within your forty (40) day cooling-off period, the following terms apply:

1. •
   If no formal activities or registration have occurred: A deduction of £65 + VAT will be made to cover our administrative costs.
2. •
   If your registration has been processed OR any formal assessment activities have occurred: A deduction of £265 + VAT will apply to cover the non-refundable Awarding Body fee and our administrative or assessment efforts.

Your overall cooling-off period for cancellations is forty (40) days from the date of your first payment. After this period, we do not offer refunds for standard cancellations.

Payment Plan Cancellation

Upon receipt of your cancellation request, any active payment plan associated with your enrolment will be terminated. The final refund amount or outstanding balance will be calculated based on the stages outlined in clauses 1 and 2, and settled accordingly.

Defining 'Formal Assessment Activities'

To ensure complete clarity, here is what we consider a formal assessment activity. Once any of these begin, it signifies that the dedicated assessment process has started.

Formal assessment activities include:

1. •
   A recorded discussion for the purpose of assessment.
2. •
   An assessment induction and planning session.
3. •
   A site visit, including any observation.
4. •
   A dedicated mentorship session.
5. •
   The scheduling of a specific meeting. If a date and time is agreed and an assessor's slot is reserved, and you cancel within two weeks of that scheduled meeting, this is considered a formal activity.
6. •
   The submission and review of evidence. Once you have submitted evidence to your assessor and they have invested time in providing formal feedback, the assessment process is deemed to have started.

What is NOT a formal assessment activity:

We provide free consultations to all potential and current clients. These are, and will always be, free of charge and do not form part of the formal assessment process. This includes:

1. •
   Evidence review during consultations.
2. •
   Screening and profiling sessions, including discussions about your work history.
3. •
   Occasional phone consultations about the assessment process.
4. •
   Scheduling attempts made by us via phone or email.