Succedo Quality Education Cancellation and Refund Policy
At Succedo Quality Education (SQE), we’re extremely proud of our core set of values, which we adhere to at all times.
As well as being ethical, we uphold the belief that everyone should be entitled to access support to improve their teaching practice and find a suitable work-life balance.
However, we recognise that people’s circumstances change and that you may need to reschedule services that have already been booked and paid for. Please find below our policies in relation to rescheduling, refunds, cancellations and also how you can register a complaint if you are not happy with the service you have received.
Cancellation and Refund Policy
- Cancellation and Refunds for calls/one to one sessions
If a call/session appointment is cancelled more than 7 days in advanced, a full refund will be given minus an administration charge of £10.
If the session is cancelled within 7 days but more than 72 hours’ notice, a 50% refund will be given.
If a session is cancelled with less than 72 hours’ notice, no refund will be made.
Refunds will not be given to any client for call/session that has been previously rescheduled.
- Cancellation and Refunds for workshops and courses
Participants must provide proof of full, regular engagement and completion of the workshop/course.
Participants will be offered up to 50% refund if they are able to provide proof of zero impact, after completion.
Participants will have 14 days from the date of purchase, to apply for a refund.
Rescheduling Policy
If you wish to reschedule your session with 72 hours or more notice, no fees will be incurred.
If you wish to reschedule your session within 72 hours (up to 24 hours before the start time) then a £10.00 admin fee will be charged to reschedule.
Any rescheduling requests that are made 24 hours or less before the session start time will be charged 75% of the call/session fees.
If a call/session is missed or rescheduled within an hour of the set start time, no refund will be made and a new call/session must be paid for.
Registering a complaint
Although we are confident that our services are always of the highest quality, there may be occasions when things do go wrong. In these instances, you should send a detailed email outlining the following to natalie@succedoqualityeducation.com;
- The service that has been purchased
- The nature of the complaint (giving as much detail as possible).
The complaint will then be handled in line with our T&C’s. You can expect to receive acknowledgement of your complaint within 14 working days. Although we aim to have all complaints dealt with within 14 days, in some cases, it may take up to 28 working days to fully investigate a complaint. If this is the case, you will be made aware of why there is a delay and the time it is expected to take.
If your complaint is in regard to a call/one to one session, the matter will be investigated and then a decision will be made on whether a refund is to be made, and the amount that will be refunded – this will be assessed on a case-by-case basis.
Refund Timeframe
When a refund is to be made, this will be credited back to the original form of payment within 28 days of the end of the period of any investigation that has been completed and after you have been notified of the outcome of the investigation and the final refund amount. Please be aware that refund times may be longer during periods of public holidays such as Christmas, Easter, Bank Holidays etc.
Administration Fees
An administration fee may apply to cancellations or refunds and is charged to cover the costs of opening and processing a complaint and/or refund, processing payments/refunds and the time of any staff involved in the investigating of cancellations and/or complaints. The admin fee currently stands at £10.00 as of February 2023.
