1. Purpose
This policy explains how Riseladder handles course cancellations, refunds and any compensation that may be due. It applies alongside the learner's enrolment terms and UK consumer law.
2. Online cancellation and cooling-off rights
Where a learner enters into a course contract online or by another distance-selling method, the learner may cancel the contract within 14 calendar days without giving a reason.
The cooling-off period begins on the day after the contract is entered into. If the learner cancels during this period, the £9 deposit will be refunded to the original payer using the original payment method, unless another method is expressly agreed.
If the learner asks Riseladder to begin providing the course during the cooling-off period and then cancels, Riseladder may deduct only a fair and proportionate amount for services actually supplied, where legally permitted and where the learner gave the required express request and acknowledgement before delivery began.
3. How to cancel
To cancel, contact Riseladder in writing or message the Admissions Team on WhatsApp at +44 7459 919760. Include the learner's name, course and payment details needed to identify the transaction. Do not send full card details.
4. Refund processing
- Approved refunds will normally be returned using the original payment method.
- Riseladder may request reasonable information to verify the payer and transaction.
- Processing times can vary by bank or payment provider after Riseladder issues the refund.
5. Cancellations after the cooling-off period
Requests made after the 14-day cooling-off period will be considered under the enrolment agreement, the services already supplied and any applicable statutory rights. Riseladder will explain any amount payable or refundable before completing the cancellation.
6. Course cancellation or material change by Riseladder
If Riseladder cancels a course or cannot provide the contracted service, learners will be offered an appropriate remedy, which may include a transfer, replacement provision or refund, depending on the circumstances and applicable law.
7. Complaints and compensation
If a learner believes a refund has been handled incorrectly, they should raise the matter with Riseladder so it can be reviewed. Compensation is considered only where appropriate to the circumstances, the contract and applicable law; it is not automatic.
8. Statutory rights
Nothing in this policy limits or excludes rights available under applicable consumer law.