Cancellation &
Refunds Policy
Clear expectations. Fair arrangements. Professional accountability.
Understand our training course cancellation terms, booking transfers, delegate substitutions, refund arrangements and statutory consumer rights, including provisions for digital learning materials.
Clear expectations. Fair arrangements.
At JL Academy Ltd, we are committed to providing clear, fair and transparent booking, cancellation and refund arrangements across our training, consultancy and professional development services.
We recognise that circumstances can change. This policy explains how cancellations, booking transfers, delegate substitutions and refunds are managed, while protecting the rights of our clients and learners.
Our approach balances flexibility for customers with the operational commitments involved in arranging professional training, specialist trainers, venues, resources and commissioned services.
What this policy covers.
This policy applies to training courses, workshops, professional development programmes and related services booked directly with JL Academy Ltd. Different arrangements may apply where specific written terms have been agreed.
Open Training Courses
Scheduled training courses, workshops and individual delegate bookings arranged directly with JLA.
Commissioned Training
In-house training, organisational programmes, dedicated cohorts and block delivery commissioned by clients.
Specialist Programmes
Train the Trainer programmes, licensed training and specialist professional development activities.
Online & Blended Learning
Live online training, blended programmes and related digital learning activities.
Digital Learning Materials
Electronic workbooks, downloadable resources and other digital content supplied as part of eligible services.
Consultancy & Projects
Bespoke consultancy, coaching and commissioned professional services where the agreed booking terms incorporate this policy.
Understanding our cancellation charges.
Where no different contractual arrangements have been agreed, the following cancellation and refund terms apply to standard training course bookings with JL Academy.
Full Refund
100%
Where written cancellation notice is received at least 30 calendar days before the scheduled course, a full refund of the course fees paid will normally be provided.
Partial Refund
50%
Where written cancellation notice is received between 15 and 29 calendar days before the scheduled course, a 50% refund of course fees will normally be provided.
The remaining 50% is retained under the agreed cancellation terms.
No Standard Refund
0%
Where written cancellation notice is received 14 calendar days or fewer before the scheduled course, the full course fee ordinarily remains payable and no standard contractual refund will be provided.
Calendar days, not working days.
Cancellation periods are calculated using calendar days before the scheduled course date.
Cancellations must be submitted in writing to info@jl-academy.com .
Our administrative arrangements for receiving and processing cancellation notices are explained in the next section.
Your legal rights remain protected.
These are JLA’s standard contractual cancellation terms. They apply only to the extent permitted by law.
Where a customer has an applicable statutory cancellation right, including a qualifying 14-day consumer cooling-off period, that right takes precedence over the contractual schedule.
Separate provisions for consumer contracts and digital learning content are set out later in this policy.
How to cancel your booking.
Please notify us in writing if you need to cancel a training course or programme. This helps us confirm your arrangements and explain any applicable refund.
Contact JL Academy.
Send your cancellation request to:
Include your booking reference, course or programme title, scheduled date and the name of the delegate or booking organisation.
We will confirm receipt and explain the relevant cancellation or refund arrangements.
When your notice takes effect.
For JLA’s standard contractual cancellation terms, written notice is ordinarily effective when received during UK business hours: 9:00am–5:00pm, Monday to Friday, excluding public holidays in England.
Notices received outside these hours are ordinarily processed on the next working day.
These administrative arrangements do not alter statutory consumer cancellation rights, including the rules governing when a consumer’s notice is considered to have been given.
If a delegate cannot attend.
Failure to attend a booked course without prior written cancellation notice will ordinarily be treated as a late cancellation. Where applicable, the full course fee remains payable and no standard contractual refund will be issued.
This includes circumstances where a delegate fails to attend, arrives too late to participate meaningfully or does not complete the scheduled programme. Exceptional circumstances may be considered, and statutory rights remain unaffected.
Changing the person attending.
Substitutions without charge.
A substitute delegate may ordinarily be nominated at any time before the course begins, without an additional administration charge.
Please notify us in writing at info@jl-academy.com .
Eligibility & programme requirements.
Substitute delegates must meet relevant entry, experience, pre-course preparation and programme eligibility requirements.
Specialist, licensed, assessed or certification-based programmes may have additional conditions. Where personalised digital access has already been provided, we will explain any limitations or additional costs before confirming a substitution.
When plans change.
We recognise that a different course date may sometimes be more appropriate than cancellation. Transfers are subject to availability and JLA’s operational requirements.
Usually free of charge.
A transfer will ordinarily be permitted without charge where a suitable alternative is available within six months of the original booking.
Subject to review.
A transfer may be permitted at JLA’s discretion. An administration charge or relevant cancellation provision may apply depending on the circumstances and costs already committed.
Normally restricted.
Transfers will not ordinarily be permitted at this stage, although genuinely exceptional circumstances may be considered.
Our responsibility when we cancel.
Although every reasonable effort is made to deliver training as scheduled, JLA may occasionally need to cancel or reschedule a course. Reasons could include trainer illness, insufficient enrolment, venue unavailability, serious safety concerns or circumstances outside our reasonable control.
Full course fee refund.
Where JLA cancels a course and cannot deliver the agreed training, affected customers will ordinarily be offered a full refund of course fees paid for the cancelled training.
Equivalent course transfer.
Alternatively, customers may transfer to a suitable equivalent course date at no additional charge, where available.
We will provide as much notice as reasonably possible and explain the available arrangements. Independently incurred travel, accommodation or consequential expenses will not ordinarily be reimbursed, except where required by law or expressly agreed in writing.
Considering individual circumstances.
JLA may consider genuinely unforeseen circumstances on a case-by-case basis, including serious illness, bereavement or significant emergencies.
We may request reasonable supporting information. Depending on the circumstances, an alternative date, credit or other proportionate arrangement may be offered. A discretionary exception does not automatically establish an entitlement in future cases.
Understanding your statutory cancellation rights.
Consumers purchasing qualifying services or digital content through distance-selling or off-premises arrangements may have additional cancellation rights under UK consumer protection legislation.
The 14-day cooling-off period.
For qualifying service contracts, the statutory cancellation period is generally 14 calendar days after the day the contract is entered into.
A consumer exercising an applicable statutory cancellation right does not ordinarily need to provide a reason.
These rights take precedence over JLA’s standard contractual cancellation charges wherever they apply.
Training during the cooling-off period.
Where a consumer expressly requests that a service begins during the statutory cancellation period, JLA may be entitled to a proportionate payment for services supplied before cancellation, where the applicable legal conditions are met.
Where a service is fully performed during that period, the cancellation right may be lost if the necessary consent and acknowledgement requirements have been satisfied.
Clear information before purchase.
Where applicable, JLA will provide the information required by consumer protection legislation before a customer becomes contractually bound, including relevant cancellation terms and any requirements for starting services during a cooling-off period.
Nothing in this policy excludes or restricts statutory consumer rights.
Digital learning materials and cancellation rights.
Digital resources can be an important part of professional learning. Where these are supplied before the end of a statutory cooling-off period, specific consumer protection requirements may apply.
Digital Workbooks
Electronic workbooks, downloadable training materials, study guides and supporting course resources.
Recorded Content
Recorded learning sessions, pre-course learning and other electronic educational content.
Digital Assessments
Electronic learning activities, assessment resources and other digitally supplied educational materials.
Express consent and acknowledgement.
Where a consumer enters into a qualifying contract for digital content not supplied on a physical medium, a statutory 14-day cancellation period will generally apply.
If digital content is to be supplied before that period ends, JLA will obtain the consumer’s express consent to early supply and acknowledgement that the relevant statutory cancellation right will be lost once supply begins.
The required agreement must be obtained before early supply starts and confirmed in accordance with applicable law. Where all relevant conditions are met, the consumer loses the statutory right to cancel the relevant digital content contract once supply begins.
Different rights may apply.
Training services and digital content may be subject to different statutory cancellation arrangements.
Consent to early digital content supply does not automatically extinguish cancellation rights relating to separate teaching, training, consultancy or other services.
Where materials and services form part of a combined package, the applicable contractual arrangements and consumer rights will be considered together.
Preparing for digital booking.
As JLA introduces additional training management and digital booking facilities, appropriate consent, acknowledgement and confirmation processes will be incorporated into relevant bookings.
Until those arrangements are operational, JLA will not assume that a customer has waived a statutory cancellation right simply because digital learning resources have been made available.
Arrangements for bespoke programmes.
Bespoke training, consultancy and commissioned programmes often require dedicated planning, specialist resources and individually agreed delivery arrangements.
Planning for your organisation.
Commissioned programmes may involve reserving specialist trainers, securing venues, preparing tailored materials, arranging travel or undertaking other project-specific commitments.
Where applicable, cancellation fees, postponement arrangements and non-recoverable costs should be confirmed in the relevant written proposal, quotation or agreement.
Agreed project terms.
Consultancy, organisational development, coaching and other commissioned work may be subject to agreed payment milestones and project-specific cancellation arrangements.
Where no separate terms have been agreed, JLA will consider the nature of the service, relevant standard terms, work undertaken and applicable legal requirements.
Respecting programme requirements.
Some JL Academy training programmes are delivered under licence or in accordance with external programme-owner or accreditation requirements.
Eligibility
Certain programmes require specific professional experience, qualifications or prerequisite training before attendance.
Programme Standards
Attendance, learning materials, assessment and trainer authorisation requirements may be established externally.
Transfers & Certification
Substitutions, transfers and certification arrangements must not compromise mandatory programme requirements.
Relevant additional booking conditions will be communicated in writing before confirmation. All arrangements remain subject to applicable law, and JLA will not impose unlawful or unenforceable cancellation charges.
How refunds are handled.
Where a refund is due, we aim to communicate the amount clearly and process repayment in accordance with the relevant contractual and statutory requirements.
Within 30 calendar days.
Where a refund is due under JLA’s standard contractual cancellation arrangements, we aim to process it within 30 calendar days of confirming the refund.
Refunds will ordinarily be returned using the original payment method unless an alternative is agreed or legally required.
Applicable statutory deadlines.
Where a consumer validly exercises a statutory right to cancel, JLA will comply with the relevant statutory reimbursement requirements.
For qualifying service or non-physical digital content contracts, reimbursement is generally required within 14 calendar days after JLA is informed of the cancellation.
Any permitted deductions will be explained where applicable.
If you disagree with a decision.
If you are dissatisfied with the handling of a cancellation, transfer or refund request, you may raise the matter through JLA’s Complaints Policy.
We aim to consider concerns fairly, explain our decisions and seek proportionate resolutions. Our internal complaints arrangements do not restrict statutory rights or legal remedies.
View our Complaints PolicyYour rights remain protected.
This policy is governed by the laws of England and Wales, subject to mandatory legal protections applicable to customers in other jurisdictions.
Nothing in this policy excludes, restricts or overrides rights that cannot lawfully be excluded. Where a provision conflicts with applicable consumer protection legislation, the relevant statutory requirement takes precedence.
Accountability in practice.
Our cancellation and refund arrangements are overseen by the Directors of JL Academy Ltd and reviewed to ensure they remain appropriate, transparent and legally compliant.
Governance & oversight.
Policy owner: JL Academy Ltd
Oversight: Directors
Review cycle: At least annually, or sooner where legislation, business operations or booking arrangements change.
Reviewing our processes.
As JLA introduces the Arlo training management system, the related booking, digital learning access and consent recording arrangements will be reviewed and implemented as appropriate.
The policy will be updated where material changes to these arrangements are needed.
Questions about a booking or cancellation?
For cancellation requests, delegate substitutions, transfers, refund enquiries or questions about this policy, please contact our team.
Get in touch.
Please include your booking reference and relevant programme details.
JL Academy Ltd.
5th Floor167–169 Great Portland Street
London
W1W 5PF
United Kingdom
Company No. 16279502
Clear expectations.
Fair outcomes.
At JL Academy, we understand that plans change and that clear communication helps build trust. We aim to manage bookings, cancellations and refunds professionally, consistently and transparently.
Contact JL Academy