Cancellation and Refund Policy

What this policy governs

This policy applies to every confirmed booking on a public programme delivered by Mars Training Centre UK, whether the place was booked by an individual or by an organisation nominating a member of staff. Bespoke programmes and in-house delivery are governed by the cancellation terms set out in the proposal or signed agreement for that engagement; this policy applies to them only where those terms are silent.

It forms part of our terms of business and should be read alongside them. It is governed by the law of England and Wales, and the courts of England and Wales have jurisdiction over any dispute arising from it. Nothing here removes any statutory right you may have where you book as a consumer rather than in the course of a business.

When we accept a cancellation

A cancellation request is accepted in the following circumstances only. A situation outside this list does not qualify as a cancellation under this policy:

• A medical emergency preventing attendance — supporting medical documentation is required.
• A bereavement in the family — appropriate verification is required.
• A government or legal obligation that cannot be deferred — evidence is required.

Documentation need only be enough to verify the circumstance. We handle it as personal data under our privacy policy. If you cannot supply it at the time you write to us, say so in the request and send it as soon as it is available.

What the notice period changes

The financial effect of an accepted cancellation is fixed by the moment a complete written request reaches us:

• More than 72 hours before the programme starts — no deduction is made, and the full fee is held as a credit against future training.
• Less than 72 hours before the programme starts — 30% of the total fee is deducted to cover the place, materials and arrangements already committed, and the remaining 70% is held as a credit against future training.

Transfer and substitution — the alternative to cancelling

Before you cancel, consider the two alternatives we would usually rather offer. Either may be requested in writing at any point before the programme begins:

• Transfer the booking — move your place to a later run of the same programme, or to a different programme, subject to availability.
• Substitute the delegate — name a colleague to take the place on the same dates, provided they meet any entry requirements for the programme.

Where we confirm a transfer or a substitution before the programme begins, the booking simply continues and no cancellation arises under this policy. A difference in fee may be payable if the new dates or programme are priced differently.

If we cancel or reschedule

We may occasionally need to postpone a programme, cancel it, change the venue, or move delivery online. Where that happens we tell everyone booked as soon as is reasonably practicable.

You may then either take a place on the next scheduled run of the same programme, or hold the full fee as a credit — in both cases with no deduction. We are not responsible for travel, accommodation or other costs you arranged around attendance, so we suggest booking those on refundable terms or insuring them.

Non-attendance without notice

Not turning up is not, by itself, a cancellation. A cancellation arises only from a written request made under clause 2, so where no request reaches us the place counts as delivered and no credit arises.

If you were prevented from attending by one of the circumstances in clause 2 and could not tell us beforehand, write to us with the supporting documentation as soon as you are able. We will consider the request against the notice periods in clause 3.

Credits, and how any refund is handled

Our standard remedy on cancellation is a training credit rather than a repayment. A credit arising under this policy does not expire, may be applied to any programme Mars Training Centre UK offers, and may be reassigned within the booking organisation to another member of staff on written notice from them.

Where a refund is nonetheless due — because the law requires it, or because we have agreed one with you in writing — it is returned to whoever paid the fee, by the method the fee was paid, less anything properly owed to us under this policy. We do not carry transfer charges or exchange-rate differences imposed by a payment provider.

Events outside anyone's control

If a programme is prevented by something outside the reasonable control of either party — a decision of a public authority, disruption to transport, communications or power, a public-health measure, or serious damage to the venue — neither party is in breach merely because performance is delayed or prevented.

In that situation we will look first to reschedule or to deliver the programme remotely. Where neither is workable, the booking is treated as a cancellation by us under clause 5.

Changes to this policy

The management of Mars Training Centre UK may amend this policy. The version published on this page on the day a booking is confirmed is the version that governs that booking. Senior management reviews the wording periodically as part of the review of our quality documentation.