Cancellation, Refund & Course Transfer Policy

North Wales Academy

Cancellation, Refund & Course Transfer Policy

Effective from: 01/01/2026   Review date: 01/01/2026

1. Purpose

North Wales Academy is committed to treating learners fairly and transparently. This policy explains arrangements for cancellations, refunds, course transfers and access online, face-to-face and blended-learning courses.

Nothing in this policy affects a learner's statutory consumer rights.

2. 14-Day Cancellation Period

Where a course is purchased online, by telephone or through another form of distance selling, learners may have a statutory right to cancel within 14 days of entering into the contract.

A learner wishing to cancel should contact North Wales Academy in writing as soon as possible. Where the learner has not requested the course or service to begin during the cancellation period, an eligible cancellation within the statutory cancellation period will receive the refund required by law.

3. Immediate Access to Online or Digital Course Materials

Some North Wales Academy courses provide immediate access to digital materials, which may include course manuals, workbooks, videos, presentations, downloadable resources, assessments and online learning-platform content.

Where required by law, before digital content is supplied during the statutory cancellation period, learners will be asked to express consent to immediate supply and acknowledge the effect this may have on their statutory cancellation rights.

Where a course also includes services such as tutor support, assessment, live teaching or practical training, the statutory rules applying to those service elements may differ.

4. Cancellation After the Statutory Cancellation Period

Once the applicable statutory cancellation period has expired, learners do not have an automatic contractual entitlement to a refund simply because they change their mind, decide not to continue, fail to attend, fail to complete the course, or do not use all available course access.

North Wales Academy will nevertheless consider individual circumstances and will comply with applicable consumer law.

5. Illness and Exceptional Circumstances

North Wales Academy understands that serious illness, bereavement or other exceptional circumstances may prevent a learner from continuing their studies.

Depending on the circumstances, North Wales Academy may offer a discretionary goodwill arrangement such as an extension of course access, temporary suspension or freezing of the course, transfer to a later course date, additional time for assessments, transfer to another suitable delivery date or format, or a partial refund where appropriate.

Any goodwill arrangement will be considered individually and does not create an automatic entitlement to a refund.

Where evidence is reasonably required, North Wales Academy will request only information that is necessary and proportionate. Learners should not send full medical records unless specifically necessary and requested.

6. Face-to-Face Courses

Where a learner cancels a scheduled face-to-face course after the applicable statutory cancellation period, any refund or cancellation charge will take account of the circumstances and any reasonable losses or costs already incurred by North Wales Academy.

Where possible, North Wales Academy may offer a transfer to an alternative course date instead of cancellation.

7. Blended-Learning Courses

Blended courses contain both online/digital learning and practical or face-to-face elements. Any cancellation or refund request will take account of the parts of the course already supplied, accessed or delivered, together with the learner's statutory rights.

8. Course Transfers

Requests to transfer to another course or course date should be made in writing and are subject to availability.

Where the replacement course costs more than the original course, the learner may be required to pay the difference.

9. Courses Cancelled by North Wales Academy

If North Wales Academy cancels a course and cannot provide a suitable alternative, learners will be offered an appropriate refund for part of the course that has not been provided. Where possible, learners may instead choose to transfer their booking to another available date.

North Wales Academy will not exclude or restrict any refund or remedy to which the learner is legally entitled.

10. Problems With a Course

If a learner believes that a course, service or digital content has not been provided with reasonable care and skill, is not as described, or otherwise does not comply with their statutory rights, they should contact North Wales Academy as soon as possible.

These circumstances will be dealt with separately from a simple change-of-mind cancellation and in accordance with applicable consumer law.

11. How to Request a Cancellation, Refund or Transfer

Requests should be submitted in writing and include the learner's full name, course title, booking/payment date, reason for the request, and whether a refund, transfer, extension or course freeze is being requested.

North Wales Academy will review the circumstances and respond in writing.

12. Refund Decisions

Where a refund is due, North Wales Academy will process it in accordance with applicable consumer law and, where applicable, using the original payment method.

Where a discretionary partial refund is considered outside statutory cancellation rights, the Academy may take account of course elements already supplied or delivered and reasonable losses or costs incurred, provided any deduction or cancellation charge is lawful, fair and proportionate.

13. Consumer Rights

Nothing within this policy is intended to remove, restrict or replace rights provided to consumers under UK law, including the Consumer Rights Act 2015 and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

Where statutory consumer rights provide greater protection than this policy, those statutory rights will apply.

14. Contact

North Wales Academy
Email: nw.academy.ctb@gmail.com
Website: northwalesacademy.co.uk

All cancellation and refund requests should be made in writing so that both the learner and North Wales Academy have a clear record of the request and response.

 

 

North Wales Academy

Online Course Immediate Access & Cancellation Consent

Use the following wording at checkout/enrollment for online courses where the learner is being given access to digital course content before the end of the 14-day cancellation period.

Recommended Checkout Consent

☐ I request and expressly consent to North Wales Academy supplying the digital course content immediately, before the end of the 14-day cancellation period. I understand that once the supply of digital content has begun, I may lose my statutory right to cancel in relation to that digital content, where the law provides for this.

Where the Course Also Includes Services

☐ Where my course includes services such as tutor support, assessment, live online teaching or practical training, I request that North Wales Academy may begin providing those services during the 14-day cancellation period. I understand that if I cancel after those services have begun, I may be required to pay a proportionate amount for services already supplied, where permitted by law. I understand that the cancellation right for a service is only lost completely once the service has been fully performed, where the applicable legal requirements have been met.

Policy Acknowledgement

☐ I confirm that I have been provided with, and have had the opportunity to read, North Wales Academy's Cancellation, Refund & Course Transfer Policy before completing my booking.