Refund & Cancellation Policy

Quick Navigation:

Karen Blake Coaching Ltd

Effective from: 26 October 2026

1. Introduction

Karen Blake Coaching Ltd (KBC) is committed to providing high-quality training, accredited qualifications, professional development services and digital learning resources.

We understand that circumstances may change and aim to manage cancellation and refund requests fairly, transparently and in accordance with applicable consumer protection legislation.

This policy applies to purchases and bookings made directly with Karen Blake Coaching Ltd, including:

  • Accredited qualifications and distance learning programmes
  • Training courses, workshops and professional development
  • Individual coaching, mentoring and consultancy services
  • Downloadable digital products, including ebooks, workbooks, templates and learning resources
  • In-house training and organisational bookings

Nothing in this policy affects or excludes your statutory consumer rights.

2. Your Statutory Cancellation Rights

Where you purchase eligible services or digital content online, by telephone or through another distance-selling arrangement as a consumer, you will generally have a statutory 14-day cancellation period, subject to applicable exceptions.

For services, this period normally begins on the day the contract is entered into.

For digital content not supplied on a physical medium, the cancellation period normally begins on the day the contract is entered into, although the right may be lost when delivery begins if the required consent, acknowledgement and confirmation conditions are met.

If you wish to exercise your statutory cancellation rights, please contact us using the details at the end of this policy. You may also communicate your decision through another clear statement.

Where a statutory refund is due, it will normally be processed within 14 days of KBC being informed of your decision to cancel, using the original payment method unless otherwise agreed.

3. Accredited Qualifications and Distance Learning

This section applies to qualifications delivered through KBC, including programmes regulated by recognised awarding organisations.

3.1 Cancellation Within 14 Days

If you purchase an accredited qualification as a consumer through a distance-selling arrangement, you will normally have 14 days from entering into the contract to cancel, subject to the applicable statutory rules.

If you cancel within this period and training or assessment services have not commenced, you will normally receive a full refund.

Where you expressly request that KBC begins providing services during the cancellation period, a proportionate charge may apply for services supplied before you notify us of cancellation, where legally permitted.

Activities may include induction, tutorials, assessment, feedback and other agreed training or assessment services.

Awarding body registration costs will not automatically be deducted from a statutory refund. Any proposed charges must be legally permissible and consistent with the information provided before purchase.

3.2 Cancellation After 14 Days

If you cancel or withdraw after your statutory cancellation period has expired, any refund will depend on the circumstances, the services already delivered and the terms agreed at enrolment.

KBC may retain or charge reasonable amounts reflecting services delivered and direct losses resulting from cancellation, where permitted by law and the applicable agreement.

We will consider:

  • Training, tuition or assessment already provided
  • Awarding body registration and administration costs reasonably incurred
  • Learning resources and services supplied
  • Reasonable costs that cannot be recovered
  • The extent to which any losses can be reduced

Any charges will be assessed fairly and will not exceed amounts lawfully recoverable.

3.3 Learner Non-Engagement or Withdrawal

Learners are encouraged to contact KBC as soon as possible if personal circumstances affect their ability to participate.

Where appropriate, we may discuss reasonable adjustments, revised learning schedules, an agreed break in learning or alternative arrangements.

Withdrawal, non-engagement or failure to complete a qualification does not automatically entitle a learner to a refund.

Equally, KBC will not impose an automatic financial penalty solely because a learner has not completed their qualification.

Any outstanding charges or refunds will be considered in accordance with the agreed terms, services delivered, reasonable losses and applicable law.

4. Digital Downloads and Learning Resources

This section covers downloadable products purchased through the KBC website, including:

  • Interview preparation workbooks and toolkits
  • Career development ebooks
  • Digital planners and templates
  • Downloadable worksheets
  • Self-directed learning resources
  • Other digital content supplied electronically

4.1 Immediate Digital Access

Digital products may be made available for immediate download following successful payment.

Where a consumer expressly consents to receiving digital content during the statutory cancellation period and acknowledges that they will lose their right to cancel once supply begins, that cancellation right will be lost when digital supply begins, provided the applicable legal requirements have been met.

KBC will provide the required confirmation of that consent and acknowledgement.

4.2 Requests for Refunds

Where the legal conditions for loss of cancellation rights have been met and digital supply has begun, refunds will not normally be available simply because a customer has changed their mind.

Where those conditions have not been met, the customer’s statutory cancellation rights will continue to apply.

4.3 Faulty or Inaccessible Digital Content

If a digital product is faulty, materially different from its description or cannot be accessed as intended, please contact KBC.

We will investigate the issue and, where appropriate, provide a replacement, correction or refund in accordance with applicable consumer rights.

This policy does not exclude rights under the Consumer Rights Act 2015.

5. Training Workshops and Short Courses

Customers who wish to cancel a scheduled workshop or training course should provide as much notice as reasonably possible.

For bookings made by individual consumers at a distance, statutory cancellation rights will apply where relevant.

If you cancel after the statutory cancellation period, KBC may retain reasonable costs or charge for losses directly arising from cancellation, where permitted by law.

We will consider whether a replacement participant can attend, whether costs can be recovered, and whether alternative arrangements are available.

Where practical, we may offer a transfer to another available course date.

6. Coaching, Mentoring and Professional Development Services

Individual coaching, mentoring and other professional development appointments may be rearranged by contacting KBC in advance.

We request at least 48 hours’ notice wherever possible.

Where a customer cancels at short notice or does not attend, KBC may apply a reasonable cancellation charge reflecting its actual loss, where permitted under the agreed terms and applicable law.

For consumer bookings made at a distance, any statutory cancellation rights take precedence.

Where the customer has expressly requested that services begin during the statutory cancellation period, the applicable rules relating to payment for services already supplied will apply.

7. Funded Training and Qualifications

Karen Blake Coaching Ltd (KBC) delivers accredited training and qualifications supported by third-party funding, including Welsh Government-funded programmes such as ReAct+.

Under certain funding arrangements, KBC may receive payment only after the learner has successfully completed their training and the required evidence of achievement has been submitted.

Where a learner withdraws or fails to complete their qualification, KBC may be unable to recover the costs of services already provided.

7.1 Learner Responsibilities

Learners enrolling on funded qualifications are expected to:

  • Actively participate in their agreed learning programme.
  • Complete and submit assessments within agreed timescales.
  • Maintain reasonable communication with their allocated tutor or assessor.
  • Notify KBC promptly of circumstances affecting their ability to continue.
  • Participate in agreed progress reviews and support arrangements.

KBC recognises that individual circumstances may affect participation and will consider reasonable adjustments, extensions or alternative arrangements where appropriate.

7.2 Withdrawal and Non-Completion Charges

Karen Blake Coaching Ltd invests time and resources in enrolling, registering, supporting and assessing learners undertaking funded qualifications.

Where funding is dependent on successful completion and certification, KBC may be unable to recover these costs if a learner withdraws or fails to complete their programme.

Learners who withdraw early, cease engaging with their programme or fail to complete without reasonable grounds may be liable for a withdrawal and non-completion charge of up to £125.

This charge is intended to contribute towards reasonable costs and financial losses directly arising from withdrawal or non-completion, including administration, awarding organisation registration, induction, learning resources and assessment support.

Any charge will be considered individually, taking account of the learner’s circumstances, the costs incurred, applicable funding conditions and statutory consumer rights.

Learners will be informed of this condition before enrolment and asked to acknowledge it within their enrolment agreement.

KBC will consider exceptional circumstances, reasonable adjustments and opportunities for extensions or continued learning before determining whether a charge is appropriate.

7.3 Exceptional Circumstances

KBC recognises that learners may experience circumstances beyond their control that prevent them from completing their qualification.

These may include:

  • Significant illness or disability-related circumstances
  • Bereavement
  • Serious personal or family emergencies
  • Other exceptional circumstances that reasonably prevent continued participation

Where such circumstances arise, learners are encouraged to contact KBC as soon as reasonably possible.

KBC will consider each case individually, including any reasonable adjustments or alternative arrangements that may enable the learner to continue.

A withdrawal charge may be reduced or waived where appropriate.

7.4 Learner Agreement

Before enrolment, learners will be informed of any applicable withdrawal or non-completion charges.

Where a charge may apply, learners will be asked to acknowledge and accept the relevant terms as part of their enrolment agreement.

KBC will retain appropriate records of the learner’s agreement, participation, support provided and any costs incurred.

No charge will be imposed where prohibited by the applicable funding agreement or consumer protection legislation.

8. Organisational and In-House Training Bookings

This section applies to bookings made by businesses and organisations acting in a business capacity.

Cancellation and rescheduling conditions will normally be specified in the quotation, booking confirmation or service agreement.

Depending on the booking, relevant costs may include:

  • Trainer or facilitator commitments
  • Venue hire and accommodation
  • Learning materials and preparation
  • External supplier cancellation charges
  • Other agreed and reasonably incurred costs

Any cancellation charges will be determined by the contractual terms agreed before the booking.

KBC will take reasonable steps to minimise avoidable losses.

Where possible, organisations may request an alternative date or nominate suitable substitute delegates, subject to availability, eligibility requirements and any awarding body restrictions.

9. Course Rescheduling

We recognise that circumstances sometimes require changes to planned training.

Where feasible, KBC will consider requests to transfer or reschedule a course, workshop or appointment.

Requests should be made as early as possible and are subject to tutor availability, programme requirements and any relevant funding or awarding body conditions.

KBC will explain any applicable charges before confirming revised arrangements.

10. Cancellation or Changes by Karen Blake Coaching

Occasionally, KBC may need to cancel or reschedule training due to circumstances such as tutor illness, insufficient enrolments or events beyond our reasonable control.

Where this happens, we will notify affected customers as soon as reasonably practicable.

Depending on the circumstances, we may offer:

  • An alternative course or appointment date
  • An equivalent suitable training arrangement
  • A refund for services not provided, where applicable

If KBC cancels and cannot provide the agreed service or a suitable alternative, customers will be entitled to any refund required by law or the applicable contract.

We will not use cancellation provisions to remove statutory rights.

11. International Customers

KBC welcomes customers from the UK and overseas.

Our services and digital products are supplied by a UK-registered company.

Customers purchasing from outside the UK may have additional mandatory consumer protections under the laws applicable to their country of residence.

Nothing in this policy is intended to exclude rights that cannot legally be excluded under applicable law.

12. How to Request a Cancellation or Refund

To request a cancellation or refund, please contact us with:

  • Your full name
  • Order number or booking reference, where available
  • Product, qualification or service purchased
  • Details of your request

Email: info@karenblakecoaching.com

For accredited qualification enquiries:

Email: qualifications@karenblakecoaching.com

We will acknowledge your enquiry and review it in accordance with this policy and applicable legal requirements.

13. Complaints and Disputes

If you are dissatisfied with how a cancellation or refund request has been handled, please contact KBC so that we can review your concerns.

We aim to resolve concerns fairly and promptly.

This does not restrict your right to seek independent consumer advice or pursue any statutory remedies available to you.

14. Policy Updates

KBC may review and update this policy periodically to reflect changes in legislation, services or business practices.

The policy applicable to a particular purchase will be determined by the terms provided and agreed at the relevant time, subject to applicable law.

Karen Blake Coaching Ltd

Crownford House
Swan Street
Merthyr Tydfil
CF47 8EU

Telephone: 01685 700946

Email: info@karenblakecoaching.com

Website: https://karenblakecoaching.com