DECIPHA CANCELLATION POLICY
Cancellations, refunds, rearrangements and returns
1. How to cancel 2
2. Terms and conditions relating to cancellations 2
3. Rearrangements 3
4. Refunds 3
4.6. Exceptional circumstances 3
5. Returns (resource pack) 4
5.1. Resource packs delivered directly by a Decipha professional 4
5.2. Resource packs delivered via post or courier 4
1. HOW TO CANCEL
1.1. If your assessment or training session is today or tomorrow please call the Decipha Office on 0208 5567307 immediately if wishing to cancel. Otherwise call 0208 5567307 as soon as possible. Individuals must give 48 hours notice for any rescheduling or the full fee will be charged.
1.1.1. All cancellations must be made through Janet Hoskin at Decipha.
1.2. Cancellation of an event (assessment, training or consultancy) must be made within 48 hours of the start of the event. This does not affect the non-refundable policy for these events. However rearrangements may be possible (see rearrangements).
1.3. Cancellation of access to the Decipha programme must be made 14 days prior to the last day of use. This is because we cannot instantly cancel access or use, as it takes time to deregister accounts.
1.4. When cancelling a Decipha Programme account it is the registrant’s responsibility to ensure they have saved and recorded any information from the Child’s online account in a format they can use without access to the online programme.
1.5. Cancellations must be formally made in writing or via e-mail. However we would appreciate it if you call as soon as you are aware of needing to cancel, as we may, if circumstances allow, be able to make other arrangement for the Child(ren).
1.6. Additional charges may be incurred if cancellation:
1.6.1. Leads to additional: meetings, assessments or training.
1.6.2. Follows lack of relevant supporting information being provided.
1.6.3. Follows additional training and support requirements.
2. TERMS AND CONDITIONS RELATING TO CANCELLATIONS
2.1. It is the individual’s responsibility to ensure they have read and understood the terms and conditions that apply to the assessment or programme they have applied for.
2.2. In the event that a Parent or school employee e.g. learning support assistant or Teacher, deems a Child to be unsuitable for a Decipha programme this will be assessed in conjunction with a Decipha professional. Decipha has a Child centred approach and if a Child is deemed suitable for the programme and likely to benefit from it, Decipha will assess what can be best implemented to ensure the Child’s successful completion of the programme. This may result in the recommendation of additional training for the Parent or school employee, which may incur additional costs.
2.3. If a Child is no-longer able to continue with the programme, regardless of the reason, the registrant (normally the Parent) must inform a Decipha professional in the first instance then document their reasons for withdrawal in writing to the Decipha professional. The details will remain confidential but may be used to inform programme development.
3.1. In the event that an individual is unable to attend an event (assessment, training or consultancy) they may only offer a substitute if the substitute has the relevant knowledge of the Child(ren) to be registered or assessed. This is subject to the assessor or trainers agreement.
3.2. In the event that a Child is unable to attend a booked training session or assessment a Parent or school employee may only send a different Decipha registered Child by arrangement with Decipha.
3.3. Decipha reserves the right to alter the location of assessments and training sessions and aims to give those affected 48 hours notice.
3.4. Rescheduling of an assessment, registration, training day or consultancy event, by an individual, school or organization, with rescheduled dates offered and agreed by Decipha, may result in an administration fee for costs incurred.
3.5. Because we have to prepare, arrange transport and block out assessment or training space, rescheduling an assessment, registration or training must be completed 48 hours in advance of the event (e.g. assessment registration or training). Rescheduling is not permitted within 48 hours of the event and thus the assessment, registration or training will be deemed cancelled if the appropriate people cannot attend. The fee is thus non-refundable or transferable.
4.1. Assessments are non-refundable in the event of cancellation by anyone other than Decipha.
4.2. Consultancy and training days are non-refundable in the event of cancellation by anyone other than Decipha.
4.3. Cancellation of an assessment, registration or training day by Decipha with no rescheduled dates offered will result in a refund being made (less any administration fee or prior costs incurred).
4.4. In the event of cancellation of a Decipha programme before the Child(ren)’s completion of the programme payment will only be due for modules completed or part completed and for access until the end of that Decipha payment month.
4.5 In the event that a Decipha professional deems a Child to be unsuitable for a Decipha programme, any fees paid for the programme will be refunded. This does not include the assessment fee.
4.6. EXCEPTIONAL CIRCUMSTANCES
4.6.1. In the case of serious illness or injury to a Child which prevents them from attending an assessment or continuing the Decipha programme, cancellation of services not yet received will result in a full refund for those modules not yet covered, or an assessment or training not yet delivered.
5. RETURNS (RESOURCE PACK or OTHER DECIPHA GOODS)
5. 0.1. Resource packs are normally given out by a Decipha professional directly to the registrant.
5.1. RESOURCE PACKS OR GOODS DELIVERED DIRECTLY BY A DECIPHA PROFESSIONAL
5.1.1. When a resource pack is received on behalf of a Child it is the Parents or school employees responsibility to check all contents before signing the ‘received in good condition’ delivery note.
5.1.2. If a resource pack is received in poor condition or items are missing, the receiver should inform the Decipha professional present immediately and where available a replacement will be given. Where a replacement is not immediately available the receiver (Parent or school employee) must indicate that their resource pack has been returned on the delivery note, in order that a replacement can be sent via the post.
5.2. RESOURCE PACKS OR GOODS DELIVERED VIA POST OR COURIER
5.2.1. If a resource pack is received in poor condition or incomplete, simply return the item to us in its original condition within 14 days of receipt.
5.2.2. Returned items should be unused and in original packaging with any enclosed documentation. We will issue a replacement on receipt.
5.2.3. Goods will only be accepted for return if they are dispatched within 14 days of delivery, unless we have notified you otherwise.
5.2.4. The item is your responsibility until it reaches us. This is the law - not our policy. Therefore for your own protection we recommend that you send the parcel using a delivery service that insures you for the value of the goods.
5.2.5. We will only reimburse reasonable delivery charges for the return of faulty resource packs.
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