REFUND POLICY

1. Introduction

SCOTIA TRAINING ACADEMY LIMITED is a UK-based provider of professional healthcare and social care training services, serving individuals and organisations across Europe.

Our services include online training courses, Continuing Professional Development (CPD) programmes, healthcare training, social care training, webinars, workshops, leadership development training and corporate staff training packages.

This Refund and Cancellation Policy explains the circumstances in which customers may request a cancellation, rescheduling or refund, together with the procedures and estimated processing timeframes.

All purchases made through our website are one-time purchases for the specific training service selected at checkout. We do not automatically renew purchases or charge recurring subscription fees.

2. General Refund Policy

We aim to provide clear course information and a reliable enrolment experience. Customers should review the relevant course description, delivery format, schedule, access conditions and price before completing a purchase.

Refund requests will be assessed according to:

• The nature of the training service purchased.
• Whether the service has started or been delivered.
• Whether access to digital content has been provided or used.
• The applicable cancellation terms disclosed before purchase.
• Any applicable statutory cancellation, withdrawal and refund rights.

Nothing in this policy excludes, restricts or replaces any mandatory rights available to consumers under applicable UK or European law.

3. Eligibility for Refunds

A refund may be available in the following circumstances, subject to the applicable terms and legal requirements.

3.1 Duplicate or Incorrect Payments

If you believe you have been charged more than once for the same order or have been charged an incorrect amount, please contact us with your order reference and payment details.

We will review the transaction and, where a duplicate or incorrect charge is confirmed, arrange an appropriate refund.

3.2 Cancellation Before Course Access or Service Delivery

If you request cancellation before access to the purchased training service has been provided or before the service has commenced, you may be eligible for a refund, subject to the applicable contractual terms and statutory cancellation rights.

Please submit your request as soon as possible and include your order reference and course name.

3.3 Course or Programme Cancellation by Us

If SCOTIA TRAINING ACADEMY LIMITED cancels a purchased course, webinar, workshop or training programme and cannot provide an appropriate alternative acceptable to the customer, we will arrange a refund for the affected service where required by the applicable terms or law.

We will notify affected customers using the contact details provided during enrolment and explain the available arrangements.

3.4 Material Failure to Provide the Purchased Service

If we materially fail to provide the service described at the time of purchase, please contact us with details of the issue.

We will investigate the circumstances and determine an appropriate remedy in accordance with the service agreement and applicable law. Depending on the circumstances, this may include correcting the issue, arranging an alternative delivery option or providing a refund where required.

3.5 Digital Content and Online Training

Online courses and other digital learning services may be subject to specific cancellation rules.

Where a statutory cancellation right applies, customers will be provided with the required cancellation information. If a customer requests immediate access to digital content during a statutory cancellation period, any applicable consent, acknowledgement and consequences for the right to cancel will be handled in accordance with the law.

The fact that a course is delivered digitally does not automatically remove statutory consumer rights. Eligibility for a refund will depend on the type of service, the stage of delivery and the applicable legal requirements.

4. Non-Refundable Circumstances

To the extent permitted by applicable law, a refund may not be available solely because a customer:

• Changes their mind after a service has been fully delivered and no applicable cancellation right remains.
• Fails to attend a scheduled webinar or workshop without providing notice, where no statutory or contractual refund right applies.
• Provides an incorrect email address or fails to review the course access instructions.
• Experiences access difficulties caused by their own device, software or internet connection, where the purchased service itself has been properly provided.
• Does not complete a course or assessment within the stated access period, where the relevant access conditions were disclosed before purchase.

These circumstances do not override any mandatory statutory rights or any refund entitlement arising from our failure to provide the purchased service as agreed.

5. Cancellation and Rescheduling of Webinars and Workshops

Customers who wish to cancel or reschedule a scheduled webinar or workshop should contact us as soon as possible before the session begins.

Any available rescheduling option, cancellation charge or refund entitlement will depend on the booking terms disclosed before purchase and applicable law.

If we cancel a session, materially change its arrangements or cannot provide the purchased service, we will communicate the available alternatives and applicable refund arrangements.

For sessions scheduled close to the booking date, customers should contact us promptly so that we can review the request before the session takes place.

6. Corporate Training Packages

Corporate staff training and leadership development programmes may involve individual arrangements relating to participant numbers, scheduling, preparation and delivery.

Cancellation and refund requests for these services will be assessed according to the written quotation, booking confirmation or service agreement, together with applicable law.

Organisations should submit cancellation or rescheduling requests in writing and include the relevant order reference, agreed training dates and package details.

Where a corporate training agreement includes specific cancellation deadlines or charges, those terms will be communicated before the order is finalised. Any such terms remain subject to mandatory legal requirements.

7. How to Request a Refund

To request a cancellation or refund, please follow these steps.

Step 1: Contact Us

Email enrolments@scotiatraining.online with the subject line “Refund Request” or contact us by telephone.

Step 2: Provide Your Order Details

Please include:

• Your full name.
• Your order or transaction reference, if available.
• The name of the course or training programme.
• The date of purchase.
• A brief explanation of your request.

Please do not send your full payment card number or card security code by email.

Step 3: Request Review

We will review your request against the applicable booking terms, service delivery status and statutory requirements. We may contact you if additional information is needed.

Step 4: Receive a Decision

We aim to acknowledge refund enquiries within 2 business days and normally provide an initial decision or an update within 5 business days after receiving the information necessary to assess the request.

More complex cases may require additional review. If this happens, we will communicate the status of the request where reasonably practicable.

Step 5: Refund Processing

If a refund is approved, we aim to initiate it within 5–10 business days after approval, subject to any applicable legal deadline and the requirements of the payment provider.

The time required for the refunded amount to appear in your account may vary according to the payment method, card issuer or financial institution.

These are standard service targets. Any shorter mandatory statutory deadline will take precedence.

8. Refund Method

Approved refunds will generally be returned to the original payment method used for the purchase.

If your payment was processed through Stripe or another payment provider, the refund will be submitted through the relevant payment processing system.

We may request additional information where reasonably necessary to verify the transaction or prevent fraud. We will not request your full card security code as part of the refund process.

If the original payment method is no longer available, please contact us so that we can review the available options in accordance with the payment provider’s procedures and applicable law.

9. Statutory Cancellation Rights

Consumers purchasing services online may have statutory cancellation rights under applicable consumer protection legislation.

For eligible UK distance contracts, a 14-day cancellation period may apply, although the rules and consequences can differ depending on whether the purchase is for a service, digital content or a scheduled activity.

For digital content supplied without a physical medium, the right to cancel may be lost once supply begins only where the relevant legal conditions have been met, including any required express consent and acknowledgement from the consumer.

For services that begin during a statutory cancellation period, separate rules may apply, including potential payment for services already supplied where legally permitted.

Customers purchasing from outside the United Kingdom may also have mandatory consumer rights under the laws applicable to their transaction.

Customers should contact us if they need clarification about the cancellation rights applicable to their particular purchase. Nothing in this policy limits rights that cannot lawfully be excluded.

10. Payment Disputes and Transaction Queries

If you do not recognise a charge, believe a payment was processed incorrectly or have not received the training service purchased, please contact us first so that we can investigate.

Please provide your order reference, transaction date and a description of the issue. We will review the relevant enrolment and payment records and respond as promptly as reasonably possible.

Contacting us does not prevent you from exercising any rights you may have through your payment provider or under applicable law.