Refund & Cancellation Policy

Scope of this policy

This policy applies to public training, online training, self-paced learning, corporate or group bookings, and any physical materials purchased directly from Altiora Training.

It should be read together with our Terms & Conditions. Nothing in this policy limits any statutory right that cannot lawfully be excluded.

Consumer cancellation rights

If you are acting as a consumer and book online, by telephone or away from our business premises, you may have a legal right to cancel the contract within 14 days without giving a reason.

The cancellation period normally begins on the day after the contract is made. To exercise this right, you must tell us clearly that you wish to cancel before the cancellation period ends.

These statutory cancellation rights usually apply to consumers rather than businesses booking training for commercial purposes.

How to request a cancellation

Cancellation, transfer or refund requests must be submitted in writing to info@altioratraining.co.uk.

A request is treated as received when it reaches our email account. We recommend keeping a copy of your message.

Customer cancellations after any statutory cooling-off period

Where no statutory cancellation right applies, or the applicable cancellation period has ended, we will consider the timing of your request and the actual losses or costs caused by the cancellation.

Any deduction or cancellation charge will be reasonable and connected to the actual loss caused by the cancellation. We will not automatically retain all payments where doing so would be unfair.

Transfers and learner substitutions

Where possible, we may allow a confirmed booking to be transferred to another available training date or another eligible learner.

• Transfer requests should be made as early as possible.
• The replacement learner must meet all entry and participation requirements.
• A price difference may be payable if the new training costs more.
• Administrative or non-recoverable costs may apply where reasonable.
• A transferred booking may not qualify for a further discretionary transfer.

A transfer is not confirmed until accepted by Altiora Training in writing.

Non-attendance and late arrival

If a learner does not attend and has not cancelled in advance, the booking will normally be treated as used and no refund will be due.

Late arrival may prevent a learner from completing mandatory learning hours, practical activities or assessments. In such cases, the learner may need to rebook and pay any reasonable additional cost.

Cancellation or material change by Altiora Training

We may occasionally need to cancel, postpone or materially change training because of trainer illness, venue problems, insufficient enrolment, safety concerns, transport disruption, public-health restrictions or circumstances outside our reasonable control.

Where we cancel and cannot provide a suitable alternative, we will offer a refund of the training fee paid for the affected booking.

Where the training is rescheduled, you may accept the new date, request another available date, or ask for a refund if the change is material and the alternative is unsuitable.

Online, live virtual and self-paced training

For live online training, the same cancellation and transfer principles generally apply as for classroom training.

For self-paced or digital content, refund rights may be affected once access, downloading or streaming begins after the learner has expressly agreed to immediate supply and acknowledged the effect on cancellation rights.

Refunds will not normally be provided for technical problems caused solely by the learner’s device, internet connection or unsupported software, although we will make reasonable efforts to provide assistance.

Corporate and group bookings

Corporate bookings are made for business purposes and may be subject to a written quotation, invoice, service agreement or agreed cancellation schedule.

Corporate training requests should normally be submitted at least 48 hours before the preferred training time. The same notice period does not automatically guarantee a right to cancel without cost.

Where a corporate client cancels after we have committed trainers, venues, travel, materials or administrative resources, reasonable cancellation costs may be deducted or charged to reflect the resulting loss.

Instalment plans and outstanding balances

Where payment by instalments is offered, the booking remains subject to the agreed payment schedule.

• A cancellation does not automatically remove charges already due.
• Any refund will be calculated by reference to the total amount paid and the applicable cancellation position.
• Outstanding reasonable cancellation costs may remain payable.
• Failure to pay an instalment may result in suspension or cancellation of the booking.

Returns of physical products or materials

Altiora Training primarily supplies services. Training places, digital access, completed services and certificates are not physical goods and cannot be “returned”.

If we separately sell a physical item, statutory consumer rights apply. Please contact us promptly if an item is faulty, damaged, not as described or not fit for its intended purpose.

For eligible change-of-mind returns, the item should be unused, complete and in resaleable condition. Bespoke, personalised, sealed or perishable items may be excluded where permitted by law.

Do not return an item without first contacting us for return instructions.

How approved refunds are processed

Approved refunds will normally be returned through the original payment method, unless another lawful arrangement is agreed.

We aim to initiate approved refunds without undue delay. Payment-provider processing times are outside our direct control.

Exceptional circumstances

We may consider illness, bereavement or another serious unforeseen circumstance when reviewing a late cancellation or transfer request.

Supporting information may be requested where reasonable. Consideration of an exceptional request does not guarantee a full refund and will not affect statutory rights.