Cancellations

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Cancellations and changes to your booking​

We understand that sometimes plans change. If you can no longer attend the course or event you’ve booked, what happens next depends on whether you purchased cancellation insurance and how far in advance you let us know.

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Did you purchase cancellation insurance?

If you added XCover cancellation insurance when you made your booking, please contact XCover directly to make a claim.

XCover is a separate company and insurance claims are handled directly by them rather than by us. To make a claim on your XCover insurance visit https://www.xcover.com/en-us/login

If you purchased insurance with a different insurer, you will need to contact them directly.

If you did not purchase cancellation insurance when you booked, our standard cancellation policy below applies.

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What if I want to swap to another date or venue?

You may still want to attend an event but the date or venue you originally booked no longer works for you.

Changing to another event, date or venue means cancelling the place you originally booked and making a new booking. For this reason, a swap or transfer is treated in exactly the same way as a cancellation and the relevant cancellation charges will apply.

Although swapping may seem straightforward, it creates an additional set of costs. Ticketing, payment processing and marketing fees are charged on the original booking and ticketing, processing and administration fees are charged for the second (swapped) booking. There is also a second set of marketing fees attached to reselling the original booked tickets, which increases the nearer the event is. These payments are made to third parties so moving a booking creates additional cost in excess of the original booking. Because of this, cancelling is the most cost effective way to change events or time slots for the customer.

Unfortunately, we can’t simply add an extra person to another event. The number of people we can take on each event is limited, and those limits apply regardless of whether somebody has been unable to attend a different event. Adding cancelled or missed bookings to future events would mean exceeding those limits or taking places that would otherwise be available to book.

If you’d like to attend a different event, you can make a new booking for your preferred date or venue. Your original booking will be dealt with under the cancellation policy below.

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Cancellation reimbursements
Our courses and events are dated, ticketed events with limited capacity. Although event organisers are not legally required to provide a refund when a customer can no longer attend for any reason, we offer the following cancellation reimbursement scheme as a courtesy:

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• More than 60 days before your event event - 75% of booking value

• 30-59 days before event - 50% of of booking value

• 15-29 days before event - 25% of of booking value

• Cancellation 14 days or fewer before event - no reimbursement
   

The amount you receive is based on how far in advance we receive your cancellation request.

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Changing or swapping your booking to another event, date or venue counts as cancelling your original booking, so the same cancellation charges apply.

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Why do cancellation charges apply?

A number of costs are associated with taking your booking and delivering your course.

Third party fees, including ticketing fees, payment processing fees and marketing fees are deducted at the point of sale, meaning that these non-recoverable costs are incurred as soon as your booking check out is completed. 

Other costs associated with delivering your course, including venue hire, instructor fees and insurance, are committed as the course date gets closer. This means that the costs associated with your booking increase as the course approaches, which is why the cancellation charge also increases closer to the course date.

Our courses and events are leisure activities provided on specific dates and are therefore exempt from the usual cooling-off provisions of the Consumer Contracts Regulations.

Our cancellation reimbursement policy allows us to offer customers some flexibility while also covering the costs associated with taking bookings and delivering our courses.

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Can somebody else use my ticket?

Yes. If you can no longer attend, you’re welcome to give your ticket to a friend or family member instead.

Please let us know if somebody else will be attending in your place so that we have the correct contact details for them. This is particularly important if we need to send urgent information about the event, such as a change to the meeting point or access arrangements.

Please also make sure that the person attending receives the pre-course information and is aware of the terms and conditions that apply to the booking.

The original booker remains responsible for making sure that the person attending has all the information they need.

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Bookings made using vouchers

If you booked using a voucher, the same cancellation percentages apply to the value used to make the booking.

Where reimbursement is due, this will be returned in the form of the original method of payment. If a replacement voucher is issued, it will retain the expiry date of the original voucher rather than beginning a new validity period.

If you paid partly by voucher and partly by another payment method, each part will be dealt with according to the original method of payment.

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Cancellation form

If you need to cancel your booking, please use the form below

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