Cancellation & Refund Policy

1. Overview

This policy explains when and how you can cancel a purchase or booking with Diligent Safety Training & Consultancy Ltd and obtain a refund. It forms part of our Terms & Conditions. Your statutory rights as a consumer are not affected by this policy.

2. Your 14-day cancellation right

If you are a consumer (buying as an individual, not for business), under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 you normally have the right to cancel an online or distance purchase within 14 days of entering into the contract, without giving a reason.

There are important exceptions for digital content and for services that begin during the cancellation period, these are explained below.

3. The Masterclass

Where the Never Lose Anyone™ Safety Leadership Masterclass includes digital content or programme materials made available to you immediately on enrolment, the following applies. When you enrol and ask to begin within the 14-day cancellation period, you are asked to acknowledge that:

• you want access to the Programme and its materials to start straight away; and
• by beginning the Programme within the 14-day period, you lose your statutory right to cancel it.

This means:

• Before the Programme begins, if you have enrolled but have not yet accessed any materials or attended any session, you may cancel within 14 days for a full refund.
• After the Programme begins, once you have accessed the materials or attended your first session within the 14-day period, the statutory right to cancel no longer applies and the fee is non-refundable, save where the Programme is faulty or not as described (see section 8).
• Instalments, where your fee is paid in instalments, cancelling does not discharge instalments that relate to a part of the Programme already delivered or in progress.

4. Workshops & coaching sessions

For booked workshops, in-person sessions and scheduled coaching, the following cancellation terms apply (these are in addition to any statutory cooling-off right, which for booked services runs for 14 days from booking but does not prevent us charging for services already delivered or for work done at your request during that period):

• More than 14 days before the session date, cancel or reschedule free of charge.
• 7–14 days before the session date, a charge of up to 50% of the session fee may apply, or you may reschedule once free of charge.
• Less than 7 days before, or non-attendance ("no-show"), the full session fee is payable.

If we cancel or reschedule a confirmed workshop or coaching session, we will offer you alternative dates or a full refund of the fees paid for that session. (Notice periods and charges above are indicative, please confirm the exact terms for your booking on your proposal or confirmation.)

5. Consultancy

Consultancy engagements are cancellable in line with the terms set out in your individual proposal or statement of work. Where work has already been carried out, we will charge for the work completed up to the date of cancellation.

6. How to cancel

To cancel, tell us clearly before the relevant deadline. You can:

• email info@dstccoltd.com with your name, booking reference and the Programme or session concerned;
• call us on +44 (0) 7495 768562; or
• write to us at 440 Charter Avenue, Canley, Coventry, CV4 8BD.

You may use a clear written statement to cancel; a model cancellation form is available on request. We recommend keeping proof of cancellation.

7. How we issue refunds

Where a refund is due, we will process it without undue delay and in any event within 14 days of the day we are informed of your cancellation (or, for the cooling-off period, within 14 days of accepting the cancellation). Refunds are made using the same payment method you used for the purchase, unless we agree otherwise, and you will not incur any fee for the refund.

8. The Never Lose Anyone Guarantee

In addition to your statutory rights, we offer a conditional satisfaction guarantee on the Never Lose Anyone™ Safety Leadership Masterclass (both the Accelerator and the Never Lose Anyone Standard tiers). This guarantee is given voluntarily by us and does not replace, reduce or affect your legal rights under section 2, section 8 or the Consumer Rights Act 2015.

What we promise. If you complete the participation requirements below during your ninety-day programme and, by the end of that ninety-day period, you have not obtained a return on the fees you paid, we will refund those fees in full. The guarantee period is the ninety-day programme itself. The twelve-month access to programme materials is a separate benefit and does not extend the guarantee.

Participation requirements. To be eligible you must, within the ninety-day programme period:

• attend the scheduled group coaching calls and the weekly question-and-answer sessions, or view the recording of any session you cannot attend live;
• implement the agreed actions from those sessions within your own organisation;
• submit all three workbooks for feedback by the dates given to you at enrolment;
• participate in the programme community rather than observing only; and
• raise any difficulty with us at the time it arises, so that we have a reasonable opportunity to help.

How to claim. Write to info@dstccoltd.com at any time up to 30 days after the end of your ninety-day programme, stating that you wish to claim under this guarantee. We will review your participation record and respond within 14 days. Where a claim is accepted, the refund is issued in line with section 7.

What is not covered. This guarantee applies to programme fees only. It does not cover travel, accommodation, or third-party charges, and it does not apply to private consultancy or corporate delivery engagements, which are governed by their own statement of work. Where the participation requirements have not been met, we may decline a claim under this guarantee; your statutory rights are unaffected and you may still pursue the routes in sections 2 and 8 and our Complaints Policy.

Fees for the Masterclass are quoted in US dollars. Any refund is made in the currency of the original payment, for the amount originally received by us. We are not responsible for movements in exchange rates or for fees charged by your own bank or card issuer.

9. Faulty or misdescribed services

If the Programme, a workshop or a coaching session is faulty, not as described, or not carried out with reasonable care and skill, you have legal rights under the Consumer Rights Act 2015, which may include a repeat performance or a price reduction. These rights apply regardless of the cancellation rules above. Please contact us so we can put things right.

10. Business customers

The statutory consumer cancellation rights in section 2 apply to consumers only. The guarantee in section 8 is available to business and consumer purchasers of the Masterclass alike. Where you purchase as a business, the cancellation terms in sections 3–5 and your booking confirmation apply, and the statutory cooling-off period does not.

11. Contact

For any cancellation or refund query, contact info@dstccoltd.com or call +44 (0) 7495 768562. If you are unhappy with how we handle a request, our Complaints Policy explains how to raise it.