Refunds, Withdrawals & Compensation Policy

Effective Date: 12th November 2025

RJL Education is committed to providing fair and transparent handling of refunds, withdrawals, and compensation. This policy applies to all learners enrolled in any course or training programme offered by RJL Education, whether self-funded or financed through approved providers such as Klarna, ClearPay, Shop Pay, PayPal, or via Purchase Order (PO). By booking and paying for a course, learners confirm that they have read, understood, and agreed to this policy.

All course fees are due at the time of booking unless an approved instalment or finance plan is in place. Once payment has been received, the learner’s place is confirmed, and resources, materials, and administrative services are allocated. The service is considered to have commenced upon allocation of resources and course registration. Learners using finance providers enter into a separate agreement with the provider, and RJL Education cannot cancel or modify these agreements once initiated. Refunds are not available for finance-based bookings except where a course is cancelled by RJL Education or where a learner exercises their statutory right to cancel within the 14-day cooling-off period prior to the course start date.

Purchase Orders must be approved in writing prior to course commencement and, once accepted, constitute a binding agreement. Purchase Orders are non-refundable because administrative services and resources are immediately allocated. Any amendments, including course date changes or participant substitutions, must be submitted at least 14 days prior to the original course start date and are subject to a £25 administrative fee.

RJL Education reserves the right to apply reasonable administrative charges to cover the costs of enrolment, allocation of resources, course materials, and staff time when processing cancellations, refunds, or course transfers. Refunds processed under the statutory 14-day cooling-off period may incur a deduction of up to £25 to cover administrative work already undertaken. Refunds outside the cooling-off period are not normally available; however, in exceptional circumstances, such as verified illness or other serious, documented reasons preventing completion, RJL Education may consider a partial refund. Any such refund will be subject to administrative charges of up to £250 to cover costs of materials, tutor preparation, and operational expenses. Course date transfers or amendments will incur a flat administrative fee of £25 per change, and all charges will be clearly communicated to the learner at the time of the request.

The statutory 14-day cooling-off period applies from the date of booking, provided the course has not commenced and no course resources, kits, or digital access have been issued. Learners wishing to exercise the cooling-off right must notify RJL Education in writing at info@rjleducation.uk within 14 days of booking. Refunds under the cooling-off period will be processed via BACS within 14 days, less any applicable administrative charges. Learners who attempt to cancel after the course has commenced, or after they have received course resources, kits, or digital access, are generally not entitled to a refund, except in the exceptional circumstances outlined above.

Learners who choose to withdraw after enrolment but before the course begins, outside the cooling-off period, are not entitled to a refund. They may request to transfer their booking to a future course date within six months, subject to availability and a £25 administrative fee. Bookings not used within this period will become void. Learners who withdraw, fail to attend, or are dismissed after the course has commenced are not entitled to a refund. This includes situations of poor attendance, failure to engage, or non-communication with tutors or administrative staff. Where illness or other exceptional circumstances prevent attendance, RJL Education may, at its discretion, offer alternative training dates, provided supporting evidence is submitted within 28 days of the last attendance. Additional training costs required to complete the course may be charged in accordance with the NVQ attendance policy.

Each course level or qualification, such as NVQ Level 2 or Level 3, is treated as a separate contract. Completion of a prerequisite level is required before progression to the next level. Withdrawal, dismissal, or failure to complete a prior level does not entitle the learner to a refund for any subsequent or follow-on courses already booked. This applies to learners who enrol in multiple levels simultaneously or in advance.

All training kits, equipment, and materials provided as part of a course are non-returnable and non-refundable except in cases of verified manufacturing faults, which must be reported in writing within seven days of receipt. Faulty items will be replaced, but no refunds will be issued for used or opened materials.

RJL Education reserves the right to amend course dates, delivery format, or venue due to operational requirements, health guidance, or staffing needs. If a course is rescheduled and subsequently reinstated to its original date, it will be deemed to have continued as planned, and no refund will apply. Learners unable to attend alternative dates may request a transfer subject to availability and a £25 administrative fee.

Courses purchased during promotional periods, sales, or special offers are non-refundable and non-transferable. Discounts cannot be retrospectively applied to pre-booked courses.

All refund requests must be submitted in writing to info@rjleducation.uk including the learner’s full name, date of birth or registration number, course name, start date, reason for the request, and any supporting evidence. Refund requests will be reviewed within 14 days. Approved refunds are subject to administrative deductions as outlined above. Where a refund request is declined, RJL Education will provide a written explanation and inform the learner of their right to appeal. Learners may appeal a refund decision by submitting a written appeal within 14 days, including all relevant documentation and the original refund request. Appeals will be reviewed by senior management, and the decision will be final.

Compensation will only be considered in cases where RJL Education is unable to continue delivering a course due to centre closure, withdrawal of provision, or other exceptional circumstances beyond the learner’s control. Where possible, RJL Education will first offer an alternative course date, delivery method, or provider. Monetary compensation may be considered only for direct, evidenced out-of-pocket expenses reasonably incurred by the learner and will not be provided for dissatisfaction where the course has been delivered in accordance with its published curriculum and learning outcomes. RJL Education maintains appropriate insurance to cover course delivery disruptions, including circumstances that may lead to temporary or permanent closure of the education centre, which helps ensure that learners may be protected for prepaid fees and associated costs, subject to the terms and limits of the insurance policy.

Where a booking fee has been paid separately via BACS or invoice, it is strictly non-refundable. This fee covers enrolment, resource allocation, and administrative services already delivered. All correspondence regarding withdrawals, refund requests, or appeals should be directed to info@rjleducation.uk Learners are encouraged to communicate promptly to allow RJL Education to provide appropriate support and resolution.

By enrolling with RJL Education, learners confirm that they have read, understood, and agreed to comply with this Refunds, Withdrawals & Compensation Policy. Compliance with this policy is a condition of enrolment, and all learners acknowledge that failure to adhere to the terms may affect eligibility for refunds or compensation.