Legal
Refund Policy
A transparent, fair process for cancellations, substitutions and program changes across our courses and services.
What this covers
| Service | Policy |
|---|---|
| Live instructor-led courses | Refundable, see the notice periods below |
| On-site and in-house corporate training | Per the terms of your written quotation |
| Question banks and digital access | Not refundable once access has been granted |
| Consultation sessions (EIM Daily) | Refundable if cancelled before the session |
If you cancel
| Notice before the batch starts | You receive |
|---|---|
| 7 days or more | Full refund, less any bank or payment charges |
| 48 hours to 7 days | 50% refund, or full credit toward a future batch |
| Less than 48 hours | No refund. Credit may be offered at our discretion. |
Email us before the batch starts. Cancellation takes effect when we acknowledge it in writing, not when you send the message.
Substitutions, at no charge
If you cannot attend, a colleague can take your place at no extra cost. Send us their name and email at least 24 hours before the batch starts. Certificates and CPD hours go to whoever actually attends.
If we cancel or reschedule
You choose one of:
- A full refund of what you paid us
- Credit toward any future batch of the same value, valid for 12 months
- Priority booking on the next run of the same course
We will tell you as soon as we know. We are not liable for travel or accommodation costs you may have incurred.
Digital access
If access does not work, contact us and we will fix it or refund you if we cannot.
If you do not attend
If you booked and did not cancel, no refund is due. Your materials remain available. We may offer credit at our discretion in genuinely exceptional circumstances.
How refunds work
Refunds go back to the original payment method. We cannot refund to a different account or person.
We process approved refunds within 10 business days. Card refunds may take a further 5 to 10 days to appear depending on your bank.
Currency conversion differences and bank charges are not refundable, so you may receive slightly less than you paid if exchange rates have moved.
Corporate bookings
Group bookings, on-site delivery and corporate programmes follow the cancellation terms in your written quotation or purchase order, which take precedence over this page. Where a quotation is silent, the table above applies.
How to request a refund
Email info@excellenceintegrity.com with your name, the email address you booked with, the course and batch dates, your payment reference and the reason.
We will acknowledge within 2 business days and confirm the outcome within 5.