Trading Name: Alliance First Aid Training Academy Ltd.
Contact Email: info@allianceacademy.co.uk
Contact Phone: 0333 577 9993
Registered Address: 910 Tollcross Road, Glasgow, United Kingdom, G32 8PE
Trading Address: 11 Colquhoun Avenue, Hillington, Glasgow, G52 4BN
This policy outlines your rights and our terms regarding cancellations and refunds for services purchased from Alliance Academy.
1. Definitions
- "Consumer": An individual acting for purposes which are wholly or mainly outside that individual's trade, business, craft or profession, as defined in the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 ("the Regulations").
- "Business Customer": A person or entity purchasing Services for purposes relating to their trade, business, craft or profession (e.g., a company booking training for its employees).
- "Services": Refers to training courses (including Qualsafe Awards courses) and/or room and facility hire provided by Alliance Academy.
- "Confirmation": The communication from Alliance Academy confirming your booking.
- "Cancellation Period": The statutory period within which a Consumer has a legal right to cancel a contract.
- "Cooling Off Period": The 24-hour period immediately after a booking application and payment has been submitted by a delegate. This period applies to all bookings made more than 2 months before a course date.
2. Your Right to Cancel (Consumers only - within the Cancellation Period & Cooling Off Period)
If you are a Consumer purchasing our Services, you have legal rights under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 to cancel this Contract within a specified period:
- Training Courses: 14 days after the day on which you receive the Confirmation.
- Room and Facility Hire: 30 days after the day on which you receive the Confirmation.
If you wish to cancel within this Cancellation Period, you must notify us of your decision to receive a refund.
Additionally, for Consumers only, the Cooling Off Period offers an additional right to cancel:
- During the Cooling Off Period, if a delegate cancels, a full refund of all monies paid by the delegate shall be issued by Alliance Academy without any question or objection.
- The Cooling Off Period applies to all bookings made more than 2 months before a course date.
- Exception: The Cooling Off Period does not apply to short notice bookings (i.e., those made 2 calendar months or earlier before the applicable course date).
For legal advice on your right to cancel, you can contact your local Trading Standards Office or Citizens Advice Bureau.
3. How to Cancel (within the Cancellation Period for Consumers)
To cancel your booking within the Cancellation Period (including the Cooling Off Period where applicable), please notify us by:
When emailing or writing, your cancellation is effective from the date you send the email or post the letter. Please quote your allocated booking number on your notice of cancellation.
- For Bookwhen users: You may also be able to cancel your booking directly through your Bookwhen account if this option is available for your specific booking. Please refer to your booking confirmation email for direct cancellation links or instructions.
4. Refunds (within the Cancellation Period for Consumers)
If you cancel your booking in accordance with Clause 3 above, we will refund you the price you paid for the Services without undue delay.
- If cancelling within the Cooling Off Period (and it applies to your booking), a full monetary refund will be issued at no additional charge.
For other cancellations within the statutory Cancellation Period, refunds will be processed no later than 14 days after our receipt of your properly served cancellation notice. Refunds will be made to you on the credit or debit card used by you to pay for the Services.
Please note: Refunds initiated through Bookwhen are processed manually by Alliance Academy via our payment gateway (e.g., Stripe, PayPal). Bookwhen will mark the booking for a refund, but the actual reimbursement will be actioned by us.
5. Cancellation by Business Customers & Outside the Cancellation Period for Consumers
This section applies to all bookings made by Business Customers, and to bookings made by Consumers who wish to cancel outside their statutory Cancellation Period (and outside the Cooling Off Period where applicable).
5.1. Training Courses:
You may cancel your training course booking at any time prior to the commencement of the course, subject to the following conditions:
- Full Refund: If your notice of cancellation is received by us no later than 30 days prior to the scheduled commencement date of the training course, we shall refund the full purchase price paid by you.
- No Refund: If your notice of cancellation is given within the 30-day period prior to the scheduled commencement date of the training course, no refund of the purchase price will be given.
5.2. Room and Facility Hire:
You may cancel your room and facility hire booking at any time prior to the delivery or performance of the Services.
- Full Refund: If your notice of cancellation is received by us no later than fourteen days prior to the date of delivery or performance of the Service in question, we shall refund the full purchase price paid by you.
- No Refund: Where notice of cancellation is given within the fourteen days prior to delivery or performance of the Services, no refund of the purchase price will be given.
6. Administrative Charges & Pre-Course Materials (Applicable to all Cancellations)
- The booking fee for a course shall comprise the 'course fee' plus an 'administrative charge'.
- After the 'Cooling Off Period', the administrative charge is non-refundable.
- If pre-course preparation materials have already been issued to the delegate, their cost shall be deducted from the course fee in the event of any refund being issued to the delegate.
7. Services Booked for Immediate Delivery/Performance (Within Cancellation Period for Consumers)
This clause applies specifically to Consumers if any Services ordered by you are to be delivered or performed within your statutory Cancellation Period (i.e., within 14 days for training courses or 30 days for room and facility hire) of the Confirmation.
You acknowledge that by booking these Services, you are expressly agreeing to delivery or performance within that period.
You acknowledge that you have no right to cancellation after the date for delivery or performance of the Services has passed and the Services have been performed.
If you cancel the booking prior to the date that the Services are to be performed or delivered under this clause, we may deduct an amount from the price to be refunded to you representing any reasonable costs expended by us in respect of the Services. This may include, but is not restricted to, administration costs in respect of the booking, and the preparation and printing of any training materials.
8. How to Cancel (for Business Customers & Outside the Cancellation Period for Consumers)
To cancel your booking under Clause 5, please notify us by:
When emailing or writing, your cancellation is effective from the date you send the email or post the letter. An email shall only be considered a valid request if the cancellation notification originates from the same email address registered by the delegate at the time of booking.
9. Refunds - Processing Times & Booking Credits
- Monetary refunds, from the date of authorisation by Alliance Academy, shall be processed within 30 working days.
- In certain circumstances (e.g., if a replacement delegate cannot be found as per clauses 5.1 and 5.2, or in cases of Force Majeure as per Clause 10.3.3.4), refunds of the course fee may be offered in the form of Alliance Academy Booking Credits.
- Booking Credits may be used by the delegate to book a fresh Alliance Academy course.
- The date of the fresh course must be within one calendar year from the date of the original booking.
- After one calendar year, the Booking Credits shall expire.
- Delegates are advised to utilise their Booking Credits as soon as possible as course prices may fluctuate or, indeed, increase. Should that situation prevail, if the Booking Credits do not cover the new (higher) course price, the delegate shall be required to pay the difference before being able to secure a placement on the course.
- The onus shall be on the delegate to choose a fresh course in a timely manner. If a delegate delays in choosing a fresh course date such that no capacity remains on any course within the one-year time limit, Alliance Academy shall in no way accept responsibility for this. In such an event, the Booking Credits shall naturally expire when the one-year time limit is breached.
10. Deferral, Transfer, and Switching Requests
10.1. Transfers (Like-for-like course changes)
Delegates may request to be moved from their original course date to an alternative course date on a 'like for like' basis (e.g., one type of First Aid course placement moved to another First Aid course of the same type). This is known as a 'Transfer'.
- One Transfer Permitted: Only one transfer is permitted per initial booking. Once a transfer is complete, the new course placement becomes fixed (i.e., no further amendments/transfers, cancellations, or refunds are permitted).
- Transfer Requests by Delegates:
- Transfer requests must state the date of the future course to which the delegate wishes to be transferred. Such transfer requests shall only be valid if the new course chosen has capacity.
- If the delegate's chosen date is invalid, Alliance Academy reserves the right to decline the transfer or offer the course fees (i.e., booking fees minus the administrative charge) in the form of Alliance Academy Booking Credits.
- A valid date must be chosen before the date of the original course. If a valid date is not chosen prior to the original course date, the transfer request shall be deemed null and void.
- Transfer requests must be made in writing prior to the original booked course date.
- Valid transfer requests received more than 2 months prior to the original course date shall be honoured without the need to find a replacement delegate.
- Valid transfer requests received 2 months or less prior to the original course date shall only be honoured subject to a replacement delegate being found and a £25 transfer charge being paid.
- The onus is on the delegate to inform Alliance Academy with ample notice, leaving sufficient time to agree upon a valid date. Alliance Academy accepts no responsibility for failure or inability to choose a valid date or submit a valid Transfer request within the prescribed timelines.
- Alliance Academy shall have up to one calendar week to respond to delegate communications pertaining to Transfers, Cancellations, Refunds, Switching and Holding List requests.
- If Alliance Academy promptly responds to a delegate's correspondence within the permitted one calendar week response time, but this pushes the timeline such that the delegate's time limits (to choose a valid date) are breached, Alliance Academy shall not be responsible for the consequences arising from this (e.g., Transfer request becoming null and void).
- Transfers Offered by Alliance Academy: If Alliance Academy is unable to accommodate a delegate on a course for any reason (e.g., course is postponed), Alliance Academy reserves the right to transfer the delegate to the next available course that has spare capacity or offer the delegate the course fee as Alliance Academy Booking Credits, at Alliance Academy's sole discretion.
10.2. Switching (Change to a different course type)
Delegates may be moved from their original course type to a different course type (i.e., not on a 'like for like' basis). This is known as a 'Switch'.
- Switching requests must be made in writing to Alliance Academy. An email shall suffice but shall only be considered a valid request if the Switching request originates from the same email address registered by the delegate at the time of booking.
- Switching shall incur a £25 Switching administrative charge.
- When Switching to a lower priced course, delegates shall be refunded the difference less the £25 Switching administrative charge.
- When Switching to a higher priced course, delegates shall be required to pay the difference plus the £25 Switching administrative charge.
- Switching requests made more than 2 months before the original course date shall be honoured without the need to find a replacement delegate, subject to availability of capacity on the chosen alternative course.
- Switching requests made 2 months or less before the original course date shall be honoured (subject to availability of capacity on the chosen alternative course) only if a replacement delegate can be found to fill the vacant slot on the original course date.
10.3. General Deferral Requests (Case-by-case basis)
If you wish to defer the Services ordered by you to a later date, Alliance Academy reserves the right to review this request on a case-by-case basis. Alliance Academy is under no obligation to grant any request and does so at its entire discretion. All deferral requests should be sent to info@allianceacademy.co.uk.
11. Course Material Issues
- Alliance Academy shall post manuals to the personal address provided by the delegate on their course booking form. Delegates are responsible for notifying Alliance Academy of any address changes prior to the course manual being issued.
- By booking a course placement, delegates acknowledge and accept the risks of postal delays or risk of failure of delivery as a result of the postal service or courier service. In doing so, delegates absolve Alliance Academy of any responsibility for such delay or failure to receive course correspondence or course materials. The delegate agrees to bear the cost associated with reissuance of such correspondence or materials.
- If Alliance Academy receives confirmation from the courier service used to deliver the course manual, Alliance Academy's responsibility for issuance of the course manual shall be deemed to have been fulfilled.
12. Pre-Course Learning & Access Issues
- Delegates acknowledge and accept the risks of delivery delays or failure of receipt of pre-course learning materials/access as a result of the Awarding Body (e.g., their website may be undergoing maintenance). In doing so, the delegate absolves Alliance Academy of any responsibility for such delay or failure to receive pre-course learning materials/access.
- In matters pertaining to e-learning, the delegate is responsible for contacting the host of the e-learning website. Alliance Academy shall assume no responsibility for failure of the e-learning website.
- Alliance Academy shall strive to ensure that delegates receive pre-course access to learning materials in a timely manner, as per course regulations. Should the delegate not receive their pre-course learning materials on time, the delegate shall be responsible for notifying Alliance Academy and taking the necessary steps to rectify the issue.
- The delegate is responsible for completion of all pre-course learning prior to attendance at the face-to-face (F2F) component of the course, in accordance with course regulations. Failure to complete the pre-course online component may result in the delegate not being allowed to obtain a F2F completion certificate even if they subsequently complete the online component at a later date. No refunds shall be given if a delegate fails to complete the pre-course online component in time for the relevant course.
- Delegates acknowledge and accept that pre-course learning materials shall not be issued by Alliance Academy until the application and payment have been fully processed and, consequently, they will have limited preparation time if they apply for a course at very short notice. Alliance Academy accepts no responsibility for such short notice applications and any impact such short notice may have on a delegate's preparation, performance or course outcome.
13. Force Majeure (Extraordinary Circumstances)
- Definition: Force Majeure shall be defined as an extraordinary event or circumstance which is beyond the control of either the delegate or Alliance Academy, and is recognised by both parties as such.
- Consequences: In the event of a Force Majeure, both the delegate and Alliance Academy shall be relieved of their obligations as outlined in these Booking Terms and Conditions. Any monies paid by the delegate to Alliance Academy shall be refunded by Alliance Academy within 12 months of the date of the delegate's invoking of this Force Majeure clause. Alliance Academy shall be absolved of any responsibility for any monies lost by the delegate in any other matter (e.g., travel or accommodation booking, not made through Alliance Academy).
- Invoking Force Majeure: Either party may invoke this Clause by writing to the other party. The notification by either party must be within 7 calendar days of the Force Majeure event and be supported by evidence of the causal link between the Force Majeure and the inability of the claimant party to perform their obligations under these Booking Terms and Conditions.
- Recognised Force Majeure Events (requiring evidence):
- Bereavement: This shall be considered a Force Majeure event if the deceased is a direct, first-degree relative of the delegate (father, mother, brother, sister, son or daughter).
- Accidents and Injuries: This shall be considered a Force Majeure event if the accident or injury has arisen as a result of a third party being at fault. An example would be a car accident where the third party has caused the accident.
- Personal Ill-health: This shall be considered a Force Majeure event if the delegate has a medical certificate issued by their named doctor (e.g., GP or hospital consultant) evidencing that the illness would have precluded their attendance at the course. The date of such a medical certificate must be no later than the date of the course, for this clause to be applicable.
- COVID-19: This shall be considered a Force Majeure event if EITHER the delegate has had a positive coronavirus test within 2 weeks prior to the course date (evidence of a positive coronavirus test must be submitted to Alliance Academy in advance of the course date, for this clause to be applicable) OR they do not meet the requirements for a coronavirus test but have been instructed by the NHS Test and Trace Service to self-isolate in the 2 weeks leading up to the course date (again, evidence of this must be submitted to Alliance Academy in advance of the course date, for this clause to be applicable). If this clause is applied successfully, the delegate shall be refunded in the form of Booking Credits.
- Public Health Emergency: This shall be considered a Force Majeure event if the severity is such that the Scottish Government imposes restrictions that either prevent Alliance Academy from running a course or prohibit delegates from travelling to the Alliance Academy venue to attend a course. As these Booking Terms and Conditions are governed by the Laws of Scotland, any delegate applying or travelling from an area that is not under the jurisdiction of the Laws of Scotland shall be deemed to be out with the remit of protection conferred by these Booking Terms and Conditions and, as such, the Force Majeure clauses within this document shall not apply to them.
- Pregnancy: This shall be considered a Force Majeure event if the delegate has a medical certificate issued by their named doctor (e.g., GP or hospital consultant) evidencing that the state of pregnancy would have precluded their attendance at the course. In the case of a pregnant delegate delivering prior to or during the date of a course, this shall also be considered a Force Majeure.
- COVID-19 as a Known Event (Exception): The coronavirus pandemic is a known pre-existing event at the time of booking. Delegates acknowledge and accept that the coronavirus pandemic is therefore no longer considered a Force Majeure as it is a known event prior to booking. By making a booking, delegates accept the risks that the coronavirus pandemic may bring to their booking (e.g., if circumstances should change because the government has imposed new lockdown rules or the delegate is recalled to their workplace and the delegate is unable to come to the centre). Alliance Academy, for its part, can accept no responsibility for any such impact of the coronavirus pandemic, be that a change of circumstances on the part of the delegate or otherwise. Delegates are therefore responsible for considering very carefully such risks before deciding to book a course placement. If they should choose to book nonetheless, they do so in full acknowledgement of the uncertainty created by the coronavirus pandemic and accept the consequent risks to their booking.
14. Alliance Academy Cancellation/Postponement of Course
- At all times, Alliance Academy reserves the right to cancel or postpone a course, if it deems it necessary.
- If Alliance Academy cancels a course, it will always notify the delegate in writing. Delegates should not assume a course has been cancelled without first checking with Alliance Academy.
- In the event that Alliance Academy cancels a course, it reserves the right to offer you (the delegate) a transfer or refund at Alliance Academy's sole discretion. Exceptionally, Alliance Academy reserves the right to offer alternative means of remuneration or compensation, if a transfer or refund is not possible.
- If Alliance Academy has not cancelled a course, and you (the delegate) fail to attend, it will be marked as a 'no show' and all fees paid shall be forfeit.
15. Refunds Arising from Appeals and Complaints
In addition to cancellations, refunds may be issued as a resolution for appeals or complaints processed through Alliance Academy's formal procedures.
- Appeals and Complaints Process: If a learner raises a complaint or appeal regarding assessment decisions, course delivery, service quality, or issues related to reasonable adjustments or special considerations, and the investigation or resolution process determines a refund is an appropriate remedy, Alliance Academy will process it accordingly.
- Malpractice and Maladministration: In cases where malpractice or maladministration is confirmed and significantly impacts the service received, leading to remedial actions, a refund may be provided as part of that resolution.
- Policy Linkage: The processes for raising such concerns are detailed in the Appeals, Enquiries, and Complaints Policy for Learners. This policy ensures a fair and transparent resolution process for all learners and stakeholders.
- Contact for Appeals/Complaints: For appeals, enquiries, and complaints, learners may contact:
- Email: appeals@allianceacademy.co.uk
- Phone: 0333 5779993
- Address: Alliance Academy Appeals, 11 Colquhoun Avenue, Hillington Park, Glasgow, G52 4BN
