This document forms part of the Brandso Group Policy Library. It has been prepared for ProCare Hub, a Brandso Group training service operated by Brandso Group Limited, company number 15970239, registered office Unit 6, 33 Hungerhill Road, Nottingham, England, NG3 4NB, ICO registration number ZC142984.
This document supports safe, fair, consistent and commercially controlled training delivery. It is not a substitute for independent legal, regulatory, awarding body, safeguarding, employment or clinical advice where a matter is complex, disputed or high risk.
Purpose
This policy sets the ProCare Hub approach to refunds, cancellations, transfers, substitutions, late cancellations, unused course access and non-attendance.
Scope
This document applies to ProCare Hub and any Brandso Group staff, trainers, contractors, learners, employer clients or approved partners involved in the relevant training activity. It should be read alongside the Brandso Group legal, data protection, customer service, finance, HR and safeguarding-related policy packs.
- Direct learner purchases
- Employer block bookings
- Online courses and digital content access
- Live virtual and face-to-face courses
- Bespoke training, reserved trainer time and venue-based delivery
Policy statement and operating principles
ProCare Hub must deliver training that is clear, honest, safe, accessible, commercially fair and appropriate to the learner audience. Training materials must not overstate qualifications, guarantees, legal effect, inspection outcomes, employment prospects or regulatory approval.
Refund rules must be clear before purchase or booking.
Refund decisions must consider consumer rights, delivery status, access granted, reasonable costs and fairness.
Digital course access may limit cancellation rights once access starts, subject to the information given to the customer and applicable law.
Work already delivered, reserved places, trainer time, venue costs and bespoke preparation may be non-refundable or partly refundable.
Refunds, transfers and goodwill decisions must be recorded consistently.
Key risks and controls
Legal risk: poor cancellation information can extend consumer cancellation rights.
Chargeback risk: unclear wording may lead to disputes with banks or payment processors.
Operational risk: late cancellations waste trainer capacity and venue costs.
Fairness risk: inconsistent goodwill decisions may create expectations.
Digital access risk: learners may complete or download content then request a refund.
Roles and responsibilities
- Role
- Responsibility
- Brandso Group Director
Approves the training governance framework, sets risk appetite and ensures ProCare Hub operates within Brandso Group standards.
ProCare Hub Service Lead
Owns course delivery, learner experience, trainer allocation, quality checks, complaints, certificates and escalation.
Trainer / Assessor
Delivers training competently, marks assessments fairly, keeps records and reports safeguarding, malpractice, quality or conduct concerns.
Administrator / Support Team
Manages bookings, learner access, attendance records, certificates, enquiries, invoices and data updates.
Learner / Employer Client
Provides accurate information, follows joining instructions, participates honestly, raises support needs early and complies with course rules.
Data Protection Lead
Advises on learner records, retention, privacy notices, data sharing, security and breach escalation.
Procedure
Refund categories
Full refund may be considered where ProCare Hub cancels and cannot offer a suitable alternative, or where required by law.
Partial refund may be considered where some services have been delivered, reasonable costs have been incurred or a place has been reserved.
No refund may apply where the learner has completed the course, accessed digital content after being told cancellation rights may be affected, failed to attend without valid reason, breached conduct rules or cancelled outside the permitted period.
Transfers and substitutions
At ProCare Hub’s discretion, a learner may transfer to another date or substitute another learner if requested within the stated timescale, the course has not been completed and any employer/client requirements are satisfied.
Employer cancellations
Employer clients should cancel in writing. Late cancellation may attract charges where trainer time, venue costs, materials, platform access or administrative work has been committed.
Bespoke training cancellations
Bespoke course development, preparation, travel, venue booking, trainer allocation and customised materials may be chargeable even if the final session is cancelled.
Refund approval and payment
Refunds must be approved under the finance controls. Refunds should normally be made using the original payment method unless there is a legitimate reason to use another route. Refund decisions and reasons must be recorded.
Required records and evidence
- Order or booking record
- Refund request
- Access and completion logs
- Cancellation date and reason
- Costs incurred
- Approval record
- Credit note/refund transaction
- Customer communication
Monitoring, review and improvement
Refund patterns, complaints and chargebacks will be reviewed to improve course descriptions, checkout wording, joining instructions and cancellation information.
Approval and version control
Approved by Simeon Ologeh on 10/06/2026. Version 1.0. The controlled copy is held by Brandso Group Limited.