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Client cancellation Policy

Definitions

The following expressions shall have the following meanings:

  • “Course (s)” means a children’s course run by RMLSL which shall consist of various sessions as may be detailed in the Course Prospectus.
  • “Session (s)” means a children’s session run by RMLSL. These session may be online as may be detailed in the Course Prospectus.
  • “Course Prospectus” means the information found on the product pages related to a particular Course.
  • “Customer” means any family, third party, individual, partnership, company or other organisation or entity who enrols a child in a Course.
  • “School” means any School or third party organisation booking sessions with RMLSL.
  • “RMLSL” means Role Models Life Skills Ltd, a company registered in England and Wales with company number 11918071.

Offline Courses including Boarding Courses

  • For a Course to run successfully RMLSL need a minimum number of bookings. This number varies depending on the nature and location of the Course. Should this number not be reached 10 days prior to the start date of the Course, RMLSL reserve the right to cancel the Course. Such cancellation shall be notified to the Customer.
  • If a Course is cancelled by RMLSL, RMLSL shall offer the option of a credit note, or fully reimburse the RMLSL Fee (if paid) to the Customer.
  • If RMLSL are not able to run a Course due to factors outside of our control, such as on the advice of a Public Health Body or a natural disaster, then the Customer shall receive credit towards one of RMLSL’s future Courses based on availability and equivalent cost but NOT a reimbursement. This will be redeemable up to 12 months after the date of the original course.
  • If a Customer wishes to cancel or move a booking for a Course prior to its commencement, the Customer must provide at least twenty eight (28) days’ notice in writing to RMLSL. If at least 28 days’ notice is provided to RMLSL then the Customer shall receive credit towards one of RMLSL’s future Courses based on availability and equivalent cost but NOT a reimbursement. This will be redeemable up to 12 months after the date of the original course.
  • RMLSL shall not be liable to provide a reimbursement or credit note if a Customer wishes to cancel or move a booking for a Course prior to its start date with less than 28 days’ prior notice. This includes but is not limited to scenarios where the Customer’s child is ill, a Customer's child is unwilling to attend the Course, the Customer’s child is unhappy with the teacher or group offered during the Course, the Customer's child is asked to leave the course due to inappropriate behaviour, the Customer’s child is only attending a portion of the Course and not in totality or on the basis of the mixed gender sessions that RMLSL provide during their Courses.
  • RMLSL shall not reduce the price of a Course if a Customer is unable to attend all dates, even when given prior notice.
  • If, in extenuating circumstances, we do provide a refund, we will charge an admin fee of 10% of the total course amount to cover non-recoverable costs incurred.

Offline Custom Courses

  • If a Course is cancelled by RMLSL, RMLSL shall offer the option of a credit note, or fully reimburse the RMLSL Fee (if paid) to the Customer.
  • If a Course is cancelled on the advice of Public Health England, then the Customer shall receive credit towards a future Course based on equivalent cost but NOT a reimbursement. This will be redeemable up to 12 months after the date of the original course.
  • If a Customer wishes to cancel or move a booking for a Course prior to its commencement, the Customer must provide at least 10 days’ notice in writing to RMLSL. If at least 10 days notice is provided to RMLSL then the Customer shall receive a reimbursement. However, they will need to pay an admin fee of 10% of the total course amount to cover non-recoverable costs incurred.
  • RMLSL shall not be liable to provide a reimbursement or credit note if a Customer wishes to cancel or move a booking for a Course prior to its start date with less than 10 days’ prior notice. This includes but is not limited to scenarios where the Customer’s child is unwilling or too ill to attend the Course, the Customer’s child is unhappy with the teacher or group offered during the Course or the Customer's child is asked to leave the course due to inappropriate behaviour.
  • If, in extenuating circumstances, we do provide a refund, we will charge an admin fee of 10% of the total course amount to cover non-recoverable costs incurred.

Online Custom Courses

  • If a Course is cancelled by RMLSL, RMLSL shall offer the option of a credit note, or fully reimburse the RMLSL Fee (if paid) to the Customer.
  • If a Customer wishes to cancel or move a booking for a Course prior to its commencement, the Customer must provide at least twenty ten (10) days’ notice in writing to RMLSL. If at least 10 days’ notice is provided to RMLSL then the Customer shall receive credit towards one of RMLSL’s future Courses based on availability and equivalent cost but NOT a reimbursement. This will be redeemable up to 12 months after the date of the original course.
  • RMLSL shall not be liable to provide a reimbursement or credit note if a Customer wishes to cancel or move a booking for a Course prior to its start date with less than 10 days’ prior notice. This includes but is not limited to scenarios where the Customer’s child is unwilling to attend the Course, the Customer’s child is unhappy with the teacher or group offered during the Course, the Customer’s child is only attending a portion of the Course and not in totality or on the basis of the mixed gender sessions that RMLSL provide during their Courses.
  • RMLSL shall not be liable to provide a reimbursement or credit note if a Customer misses part of the course or if their internet is not strong enough to complete a session.
  • RMLSL shall not reduce the price of a Course if a Customer is unable to attend all dates, even when given prior notice.
  • If, in extenuating circumstances, we do provide a refund, we will charge an admin fee of 10% of the total course amount to cover non-recoverable costs incurred.

Masterclass Sessions

  • If you cancel your subscription, you will have access to all our sessions up until the end of that month.
  • Each month, you will be sent a reminder the day before you are charged.
  • We do not offer refunds for masterclass subscription payments, once paid.

Virtual and Talking Head Schools

  • If a Session is cancelled by RMLSL, RMLSL shall fully reimburse the RMLSL Fee (if paid) to the School within a maximum of ten (10) calendar days of announcing the cancellation.
  • If a School wishes to cancel a booking for a Session prior to its commencement, the School must provide at least 7 days notice in writing to RMLSL. If at least 7 days’ notice is provided to RMLSL then the school shall receive credit towards one of RMLSL’s future Sessions based on availability and equivalent cost but NOT a reimbursement. This will be redeemable up to 12 months after the date of the original session.
  • RMLSL shall not be liable to provide a reimbursement or credit note if a School wishes to cancel a booking for a session prior to its start date with less than 7 days’ prior notice.
  • RMLSL shall not be liable to provide a reimbursement or credit note if a School misses their session or if their internet is not strong enough to complete the session
  • Schools are allowed by RMLSL to move any session up to 36 hours before it is due to commence.

We are committed to reviewing our policy and procedures annually. This policy was last reviewed in January 2024.