Cancelling or rearranging appointments
The customer must give at least 48 hours notice if they wish to cancel or re-arrange an appointment. We count working hours from Monday to Friday only, excluding weekends and bank holidays. For example, a Monday appointment would normally need to be cancelled by the previous Thursday.
Where less than 48 hours’ notice is given, or a participant does not attend, the appointment will normally be treated as delivered. We may agree an exception where circumstances justify it, but we are not required to do so.
If we need to rearrange or cancel
We will make reasonable efforts to deliver services on the agreed dates.
If we need to rearrange an appointment, we will give as much notice as reasonably possible and offer an alternative date.
If we are unable to provide an agreed service, we will offer a suitable alternative, a credit, or a refund of the amount paid for the part of the service we cannot provide.
Cancelling a programme after it has started
A request to cancel a programme must be made in writing.
Once delivery has started, the Customer is not automatically entitled to a full or partial refund simply because it decides not to continue.
If a refund is due or we agree to provide one, it will be calculated fairly by reference to the value of the programme not yet delivered, less:
- services, appointments and materials already supplied;
- preparation, planning, administration and report work already completed;
- appointments missed or cancelled on short notice;
- delivery capacity specifically reserved for the Customer which we cannot reasonably reallocate;
- goods supplied which are not returnable or cannot reasonably be reused; and
- non-recoverable third-party costs.
Where the programme price is not divided between individual elements, we will make a reasonable allocation based on the work involved and the resources committed.
If fees are payable by instalments, amounts relating to work already delivered or committed remain payable after cancellation.
Nothing in this section removes any remedy the Customer may have if we materially fail to provide the agreed services.
Pausing a programme
A programme can only be paused if the Customer asks in writing and we agree in writing. A pause is not automatic.
Unless otherwise agreed, the programme must restart within 60 days. New appointment dates will depend on our availability and may not be the same as the original dates.
If the programme does not restart within 60 days, we may treat it as cancelled under section 9.
Repeated cancellations or non-attendance
If appointments are repeatedly cancelled, rearranged or missed, we may require a longer notice period, restrict rebooking, change the delivery timetable, suspend services or end the programme.
We will act reasonably before doing this. If we end the programme for this reason, section 9 of the Terms and Conditions of service delivery at https://n-attc.co.uk/terms-and-conditions/
Cancelling or rearranging appointments
The Customer must give at least 48 hours’ notice by email if it needs to cancel or rearrange an appointment.
Where less than 48 hours’ notice is given, or a participant does not attend, the appointment will normally be treated as delivered. We may agree an exception where circumstances justify it, but we are not required to do so.If we need to rearrange or cancel
We will make reasonable efforts to deliver services on the agreed dates.
If we need to rearrange an appointment, we will give as much notice as reasonably possible and offer an alternative date.
If we are unable to provide an agreed service, we will offer a suitable alternative, a credit, or a refund of the amount paid for the part of the service we cannot provide.
Cancelling a programme after it has started
A request to cancel a programme must be made in writing.
Once delivery has started, the Customer is not automatically entitled to a full or partial refund simply because it decides not to continue.
If a refund is due or we agree to provide one, it will be calculated fairly by reference to the value of the programme not yet delivered, less:
- services, appointments and materials already supplied;
- preparation, planning, administration and report work already completed;
- appointments missed or cancelled on short notice;
- delivery capacity specifically reserved for the Customer which we cannot reasonably reallocate;
- goods supplied which are not returnable or cannot reasonably be reused; and
- non-recoverable third-party costs.
Where the programme price is not divided between individual elements, we will make a reasonable allocation based on the work involved and the resources committed.
If fees are payable by instalments, amounts relating to work already delivered or committed remain payable after cancellation.
Nothing in this section removes any remedy the Customer may have if we materially fail to provide the agreed services.
Pausing a programme
A programme can only be paused if the Customer asks in writing and we agree in writing. A pause is not automatic.
Unless otherwise agreed, the programme must restart within 60 days. New appointment dates will depend on our availability and may not be the same as the original dates.
If the programme does not restart within 60 days, we may treat it as cancelled under section 9 of the Terms and Conditions of service delivery at https://n-attc.co.uk/terms-and-conditions/
Repeated cancellations or non-attendance
If appointments are repeatedly cancelled, rearranged or missed, we may require a longer notice period, restrict rebooking, change the delivery timetable, suspend services or end the programme.
We will act reasonably before doing this. If we end the programme for this reason, section 9 of the Terms and Conditions of service delivery at https://n-attc.co.uk/terms-and-conditions/