Cancellations & Refunds
1. Course Booking & Payment
All course bookings are subject to availability. A booking is only considered “confirmed” once a deposit or full payment has been received, or a formal Purchase Order has been issued by a corporate client.
2. Cancellation by the Candidate (Public Courses)
If you are unable to attend a scheduled course, the following refund structure applies:
- More than 28 days’ notice: Full refund, or a free transfer to a future course date (subject to availability).
- 14 to 27 days’ notice: 50% refund of the total course fee.
- Less than 14 days’ notice: No refund will be issued.
- Failure to Attend: No refund or transfer will be offered for “no-shows” on the day of the course.
3. Group & Corporate Bookings
For private training sessions held at a client’s venue:
- Cancellations made more than 28 days prior to the start date will receive a full refund of the course fee and manual fee.
- Cancellations made between 14 and 27 days will incur a 50% cancellation fee.
- Cancellations made with less than 14 days’ notice are non-refundable and the full invoice remains payable.
- Venue: Where an external venue has been booked as part of the course agreement, the external venue’s T&Cs will be applicable and are outside of RPRT Training’s control. Should the venue allow a refund of any amount, 100% of the refunded amount will be returned to the customer with no fees deducted.
4. Prerequisites & Swimming Competency (NPLQ/Lifeguarding)
For courses with physical prerequisites (e.g., the RLSS NPLQ swim test):
- It is the candidate’s responsibility to ensure they meet the minimum entry requirements before booking, as stated by the information on the RPRT Training website and the enrolment form. Once payment is received, it is assumed that these standards have been reached.
- If a candidate fails the initial competency test on the first day of the course, RPRT Training reserves the right to refuse entry to the remainder of the course. In this instance no refunds will be given
5. Cancellation by RPRT Training
While we strive to run every scheduled course, RPRT Training reserves the right to cancel or reschedule a course due to low enrollment, instructor illness, or unforeseen venue issues.
- If a course is needed to be cancelled to due minimum learner numbers not being reached, this will be done at least 14 days prior to the start date of the course
- In the event of a cancellation by us, candidates will be offered a full refund or a guaranteed space on the next available course.
- RPRT Training is not liable for any travel or accommodation costs incurred by the candidate.
6. How to Cancel
All cancellation requests must be made in writing via email to Dylan@RPRTtraining.co.uk. The notice period is calculated from the date the email is received.
Complaints Procedure
Hopefully there won’t be any need to submit a complaint! But should you have an issue we want to hear about it so we can deal with it, and make sure it doesn’t happen in the future. Please follow our flow chart below as to looking to get this problem investigated:
- Initially contact the course trainer (if it’s an issue with the course or related to the results) or the course coordinator (if it relates to the arrangements of the course) who will try to resolve your problem.
- Should you feel this has not been dealt with and would like to appeal, please contact our business manager – Dylan@RPRTtraining.co.uk.
- Should you feel this needs further input, please contact our Deputy Business Manager who can view the complaint – Connor@RPRTtraining.co.uk
- If your issue still cannot be resolved, please contact both Dylan & Connor stating you would like a company vote with what outcome(s) you would like to put forward. RPRT will add the outcome(s) they believe are fair to the list, and an internal agreement with as least 3 votes from our trainers and/or coordinators will decide which outcome will be decided.