Refund & Cancellation Policy

01 Introduction

This policy explains the general arrangements for cancellations, rescheduling and refunds relating to our educational consultancy, professional learning, training and school improvement services.

Different services may require different arrangements depending on preparation time, programme format, resources, travel and the scope of the engagement.

Any specific cancellation or refund conditions agreed in a written proposal, booking confirmation or service contract will apply to that engagement, subject to your statutory rights.

02 Consultation Enquiries

Submitting a consultation enquiry through our website or contacting us by email or telephone does not automatically create a paid booking.

Initial discussions about your requirements, service options and proposed pricing are intended to help determine whether our services are suitable for your institution.

Any applicable consultation fees, if relevant, will be communicated before you commit to a chargeable consultation.

03 Confirmed Bookings

A booking is confirmed when the acceptance, written confirmation and payment requirements specified in the relevant proposal or agreement have been met.

Before confirming a booking, clients should carefully review:

• The agreed service scope and deliverables.
• The scheduled dates and delivery arrangements.
• The total fees and payment schedule.
• The applicable cancellation and rescheduling terms.
• Any agreed travel, venue or additional expenses.

04 Client Cancellations

If you need to cancel a confirmed service, please notify us as soon as possible by email at [email protected].

Your cancellation will be handled in accordance with the written terms agreed for your booking and any applicable legal requirements.

Depending on the agreement and work already completed, the amount payable or refundable may take account of:

• Consultancy or preparation work already completed.
• Resources or materials specifically prepared for the client.
• Services or programme sessions already delivered.
• Third-party costs that were properly incurred and cannot reasonably be recovered.
• Any agreed cancellation charges that are lawful and applicable.

We will explain any applicable charges or refund calculation where relevant.

05 Rescheduling & Date Changes

If you wish to change a confirmed date, please contact us as early as possible. We will consider the request based on availability and the arrangements for your particular service.

Rescheduling is not guaranteed and may require a revised proposal if it changes the agreed scope, delivery format or costs.

Any deadlines, notice periods, rescheduling fees or limits on date changes will be communicated in the relevant booking terms.

06 Refund Eligibility

Refund eligibility depends on the type of service, the agreed contract terms, the circumstances of the cancellation and applicable law.

A refund may be considered where:

• A payment was made in error or duplicated.
• A refund is required under the agreed service terms.
• The Institute cancels a service for which payment has already been received and no alternative is agreed.
• A refund is otherwise required by applicable law.

Payments for work already completed or services already delivered will be assessed in accordance with the contract and applicable law.

07 Training Programmes & Professional Learning

Cancellation and refund arrangements for CPD, INSET, workshops, leadership development and other training programmes will depend on the format and booking terms.

For group bookings or programmes involving advance preparation, clients should notify us promptly of any proposed changes.

Where sessions have already taken place or programme resources have been prepared, any refund will be assessed against the agreed terms, work completed and applicable law.

Where a programme has separate attendance, substitution or rescheduling conditions, those conditions will be provided in the relevant booking documentation.

08 School Reviews & Consultancy Projects

Focused reviews, comprehensive school improvement reviews, inspection-readiness support and longer-term consultancy partnerships may involve advance planning, document review, meetings and bespoke deliverables.

If a project is cancelled or its scope is changed, we will refer to the relevant written agreement to determine the treatment of work completed, payments received and any properly incurred costs.

If you wish to change the school's priorities, review dates, participants or deliverables, please contact us so that any necessary adjustments can be agreed in writing.

09 Cancellations by the Institute

If we need to cancel or materially change a confirmed service, we will inform the client as soon as reasonably practicable.

Depending on the circumstances and the applicable agreement, we may offer an alternative date, an agreed replacement arrangement or a refund for the undelivered portion of a paid service.

Any refund or alternative arrangement will be handled in accordance with the written agreement and applicable law.

10 Expenses & Third-Party Costs

Some engagements may involve travel, accommodation, venue hire, external resources or other costs agreed in advance.

The treatment of such expenses following a cancellation will depend on the relevant agreement, whether the costs have been incurred, whether they can be recovered and applicable law.

We will communicate relevant additional expenses as part of the proposal or booking arrangements where reasonably practicable.

11 Refund Requests & Processing

To request a refund, email [email protected] with the following information where available:

• Your full name and organisation.
• The relevant service or booking reference.
• The payment date and amount.
• The reason for your request.
• Any relevant supporting correspondence.

We may request additional information to verify the booking and assess the request.

Where a refund is approved, we will explain the proposed method and expected processing arrangements. Actual receipt may depend on payment providers and financial institutions.

We will handle requests within a reasonable period and comply with any applicable statutory deadlines.

12 Exceptional Circumstances

Unexpected circumstances, such as serious illness, travel disruption, venue closure or events beyond reasonable control, may affect the delivery of a service.

Please contact us promptly if such circumstances arise. We will consider the situation in good faith and discuss reasonable options where possible.

Any change, postponement, cancellation or refund remains subject to the applicable agreement and relevant legal requirements.

13 Statutory Rights

Nothing in this policy is intended to exclude, restrict or replace any rights that cannot lawfully be excluded under applicable consumer, contract or other legislation.

Different legal requirements may apply depending on the client's location, the nature of the service and whether the client is acting as a consumer or on behalf of an organisation.

If a provision of this policy conflicts with a mandatory legal requirement, the applicable legal requirement will prevail to the extent of that conflict.

14 Changes to This Policy

We may update this policy to reflect changes in our services, booking arrangements or applicable legal requirements.

The latest version will be published on this page with a revised date. The terms applicable to an existing booking will also depend on the agreement governing that booking and applicable law.

15 Contact Us

If you have questions about cancellations, refunds or booking arrangements, please contact us using the details below.