Policy overview
We aim to be fair and transparent. This policy covers public course bookings, in‑house bookings and online purchases. If you need help, contact our team and include your booking reference.
Cancellation by a delegate
If you need to cancel, please notify us in writing (email is fine). Refunds are processed to the original payment method after approval.
| Timing | Refund / Action |
|---|---|
| More than 14 days before course | Full refund (less any card fees) |
| 7–14 days before course | 50% refund |
| Less than 7 days before course | No refund unless place is re‑sold |
Transfers to another date are permitted up to 7 days before the course, subject to availability. Transfer requests should include the delegate name, original date and preferred new date.
Online course purchases
For e‑learning courses and licences purchased online, we offer a cooling-off period aligned with consumer rights where applicable. If you have issues accessing content, contact support and we’ll resolve access or provide a refund per the consumer regulations.
Cancellation by Excellentia Training Academy Ltd
We may cancel a course due to low bookings, trainer illness, venue issues or other unforeseen circumstances. If we cancel, you will be offered either:
- A full refund to your original payment method, or
- Transfer to an alternative date at no extra charge
We will notify you as soon as possible and process refunds within 14 working days of agreement.
How refunds are processed
Approved refunds are issued to the original payment method and typically take up to 14 working days to appear depending on the card issuer or payment provider.
If you paid by invoice, refunds may be issued by bank transfer; contact accounts for details.
Exceptional circumstances
If you or a close family member are unwell or an emergency prevents attendance, contact us with evidence (e.g., medical note) and we will consider refunds or transfers on a discretionary basis.
Disputes and further help
If you have a concern about a refund decision, contact our customer service team and we will review the case promptly. For unresolved consumer disputes, external advice bodies are available.