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This page details our policy in the event of a counselling session or course being cancelled.
When you register for counselling you will receive an email with details about cancellations to agreed appointments. Your counsellor will also then go through a counselling contract with you about cancellations on your first session.
In the event that course cancellations occur, either by the delegate of by CFC, we endeavour to be fair and clear in our procedures.
In the event that training course cancellations occur, either by the delegate or by The Counselling & Family Centre (CFC), we endeavour to be fair and clear in our procedures.
CFC aims to provide high quality services and to be responsive to the wants and needs of its service users.
For the purpose of this policy, we refer to three cancellation categories:
Cancellation of a booking by a delegate
Cancellation of a booking by us
Cancellation of an event
Delegates who book through the online booking system on the CFC website and pay through Worldpay may complain directly to Worldpay if they feel that they are not been treated in accordance with their published rules and policies.
Delegates may be employees or volunteers of CFC itself or external to the organisation.
Cancellation by delegate
All bookings must be paid in full prior to the start of the training event and we will not admit delegates unless payment has been received.
Delegates may cancel their booking at any time by email to or by calling 0161 941 7754. We don’t accommodate cancellations via the online booking system. Your refund will be calculated from the time of the email or call. The basis for the refund will be as follows:
14 days or less before event - 0%
15 days or more before event - 75%
In this context, a day is a time period of 24 hours, calculated backwards from the scheduled start time of the event.
If the booking is made on the basis of a multi-person booking, then an individual delegate may cancel. In this case, the cost of the multi-person booking will be recalculated on the basis of the new number of delegates and the classes of bookings and prices that applied at the time when the original booking was made. The refund will be based on the difference between old and new prices – subject to reduction according to the percentages given in the table above. The refund will be made to the person registered as the purchaser on the online booking system or to any person nominated in writing by the purchaser. This refund will always be less than the per-person cost of the multi-person registration and the allocation of monies between the delegates is the responsibility of the purchaser. CFC will not become involved in disputes between delegates regarding the allocation of refunds.
We will normally allow the substitution of delegates for any individual or multi-person registration, subject to notification prior to the start of the event by email to or by telephone to 0161 941 7754. If changes are made within 24 hours of the start of the event, then we may not be able to provide certificates of attendance. In these cases, certificates of attendance will be issued within 14 days following the event.
Cancellations by CFC
We reserve the right to decline a booking(s) without the need to give a reason.
We reserve the right to cancel course bookings at any time up to the start of the event. If we cancel a booking, then we will immediately inform the delegate using the email address provided at the time of registration. We will then provide a full refund of all monies paid, as quickly as reasonably possible, and in the manner described in ‘Refunds’ below.
We cannot however reimburse the cost of any pre-booked travel arrangements and suggest that delegates might like to consider travel insurance to cover any significant costs incurred.
Cancellations of an event
We may cancel an event if there is insufficient interest or due to circumstances beyond our control, such as the illness of the trainer or the unavailability of a venue. In such circumstance we reserve the right to cancel at any time but will always endeavor to provide as much notice as possible.
If we cancel, we will inform delegates without delay and offer a full refund of the monies paid. We may, at our discretion, offer an alternative event; but delegates are under no obligation to accept this offer. We cannot however reimburse the cost of any pre-booked travel arrangements and suggest that delegates might like to consider travel insurance to cover any significant costs incurred.
We will inform all delegates of the cancellation using the email address supplied at the time of booking. On rare occasions that an email address was not supplied, we will use our best endeavors to inform the delegate concerned.
Our objective is to provide any applicable refund as quickly as possible.
A refund will be made either by direct transfer into a bank account or a cheque through the post. We may need to request further information to make a refund using your chosen method. (e.g. the account name, sort code and account number of the bank account; or the address to which a cheque should be sent).
This policy does not cover cancellations of counselling appointments or any other services offered by CFC.
All cancellation information will be handled sensitively, telling only those who need to know and following any relevant data protection requirements.
All cancellations are processed in accordance with the organisation’s policy and administration procedure.
The Chief Executive ensures that this policy is adhered to and reviewed in line with changes in legislation or as required.
Version 1.2, valid from 14 November 2018