Refund and Cancellation Policy - Online Training Services

Purpose

This Refund and Cancellation Policy outlines the terms and conditions governing the purchase, cancellation, and refund of online training courses provided by The Mandatory Training Group ("we", "our", or "us").

This policy applies to all eLearning courses, online training programmes, digital learning packages, and related digital content purchased through our websites and associated platforms.

Digital content purchases

Our online training courses are supplied as digital content and are generally made available immediately following successful payment.

By purchasing an online training course, learners acknowledge and agree that:

• Access to course materials may be provided immediately after purchase
• Digital content may be consumed, downloaded, or accessed instantly
• Once access has been granted, refund rights may be limited in accordance with applicable consumer legislation.

Cancellation rights

Where access to a service requires registration:

• You must provide accurate and complete information
• You are responsible for maintaining the confidentiality of your login credentials
• You are responsible for all activity undertaken using your account
• We reserve the right to suspend or terminate accounts where misuse, unauthorised access, or breaches of these Terms occur.

Cancellation before accessing the course

Customers may request cancellation of their order within fourteen (14) calendar days of purchase, provided that:

• No course content has been accessed
• No assessments have been attempted
• No certificate has been issued
• No learning materials have been downloaded where applicable.

Eligible cancellations will receive a full refund of the purchase price.

Cancellation after accessing the course

Once a learner has accessed any part of the course content, started a module, attempted an assessment, downloaded materials, or otherwise commenced use of the digital product, refunds will not normally be provided.

Exceptions may be considered where:

• The course is materially different from its advertised description
• A significant technical fault prevents access to the course, or
• We are unable to provide the purchased service due to an error on our part.

Any such requests will be reviewed individually and at our sole discretion.

Course transfers

Online training course purchases are generally non-transferable.

Requests to transfer a course licence to another individual may be considered in exceptional circumstances and must be submitted in writing before the course has been accessed.

Approval is at the discretion of The Mandatory Training Group.

Subscription services and bundled packages

Where courses are purchased as part of a subscription service, membership package, or bundled training solution:

• Refunds will not normally be issued for partially used subscriptions
• Access to digital content will cease upon cancellation where applicable
• Any refund offered will be calculated based on unused services and may be subject to administrative deductions.

Specific subscription terms may apply and will take precedence where stated.

Technical issues

If a learner experiences technical difficulties accessing a course, they should contact our support team promptly.

We will make reasonable efforts to resolve any technical issues and restore access.

Refunds will not be issued where:

• The issue results from the learner's own hardware, software, internet connection, or security settings, or
• Reasonable technical support has been offered but declined.

Course withdrawal or cancellation by us

We reserve the right to withdraw, amend, replace, or discontinue any online training course at any time.

Where a course is withdrawn after purchase, and no suitable alternative can be provided, learners will be offered either:

• A full refund, or
• Access to an equivalent course of equal or greater value.

Refund request process

To request a refund, customers should contact us using the details below:

• Email: info@mandatorytraining.co.uk
• Telephone: 024 7610 0090

Requests should include and be submitted by the correct web form:

• Full name
• Order reference number
• Course title
• Date of purchase
• Reason for the refund request.

We may request additional information to assess eligibility.

Refund processing

Approved refunds will normally be processed within seven (7) to ten (10) working days.

Refunds will be returned via the original payment method used for the purchase unless otherwise agreed.

Processing times may vary depending on the payment provider or financial institution.

Consumer rights

Nothing within this policy affects any statutory rights available to consumers under applicable UK consumer protection legislation.

Contact information

For questions relating to this Refund and Cancellation Policy, please contact:

LearnPac Systems UK Ltd t/a The Mandatory Training Group

• Email: info@mandatorytraining.co.uk
• Telephone: 024 7610 0090