Online courses, training packages, digital resources, consultations and classroom training. Effective September 2026.
Cancellation Refund and Extension Policy
Online courses training packages digital resources consultations and classroom training
Youstar Connect
September 2026
September 2027
info@youstarconnect.co.uk • 07916 937741
Individual consumers and business customers may have different legal rights. The voluntary arrangements in this policy apply to both groups where stated. Statutory consumer rights take priority where they provide greater protection. Employer bookings, group purchases and bespoke business arrangements may also be supported by an order form or written proposal; any agreed variation must be recorded before activation.
After purchase, Youstar Connect will contact the customer to confirm the learner names, assigned course or courses, target completion date, activation date and access-expiry date. The customer should check this information and approve activation in writing.
A customer may request immediate activation instead of waiting for the consultation to conclude.
Access periods start when the learner account is activated, not when the order is first discussed.
Youstar Connect will not promise an access date beyond the period it can provide through its learning-platform agreement.
Youstar Connect offers a 14-day pre-activation cancellation period for eligible online-course purchases. A full change-of-mind refund will normally be available where a valid cancellation request is received within 14 days of purchase and no learner account has been activated.
Customers do not need to wait 14 days before starting. Where immediate activation is requested, the customer must expressly ask for access to begin and acknowledge that the change-of-mind guarantee ends when the licence is allocated and platform access is provided. This does not affect remedies where digital content is faulty, unavailable or materially different from its description.
Suggested activation acknowledgement: “I request activation of the learner account before the end of the 14-day pre-activation period. I understand that the licence will be allocated and the change-of-mind guarantee will end once access is provided, without affecting rights relating to faulty or misdescribed content.”
The following minimum access periods apply unless a longer period is agreed in writing. Youstar Connect may agree a longer period to meet the business’s operational needs where sufficient platform access remains available.
Training purchased
Standard period
How access ends
One assigned course
At the agreed expiry date, unless earlier suspension is requested by the customer
Two assigned courses
At the agreed expiry date, unless earlier suspension is requested by the customer
Four-course industry package
At the agreed expiry date, unless earlier suspension is requested by the customer
Bespoke or larger programme
Agreed individually
As stated in the written training plan
Payment and renewal. Each online-course purchase is a one-off payment per learner for the agreed access period. There is no annual contract and no automatic renewal. Any extension, reactivation or renewal is optional and must be separately requested and agreed. Expiry of access does not create a new payment obligation.
A purchased package covers the course or courses identified in the written training plan. The learning platform may display and permit access to additional CPD-accredited courses during the agreed access period. This wider access is provided as a complimentary benefit and does not extend the agreed completion period or access-expiry date.
Learners should complete the assigned course or courses first.
Additional courses may be completed at no extra cost while the account remains active.
Access will normally remain available for the full agreed minimum period, even if the assigned course or courses are completed early. A business may request earlier suspension in writing.
Access to additional courses does not mean that every course is appropriate for the learner’s role or replaces practical, employer-led or regulator-required training.
Youstar Connect may monitor completion and send reasonable reminders to the learner or purchasing business. When the assigned training has been successfully completed, the learner or employer should download the certificate. Where available, Youstar Connect may also download and forward a copy before the agreed access period ends.
The account will normally remain active until the agreed access-expiry date, even where assigned training is completed early. It may be suspended earlier at the written request of the purchasing business, following misuse or a serious breach of terms, or where the underlying platform access lawfully ends. Customers remain responsible for retaining their own certificates and training records.
Customers should request an extension before the access-expiry date and explain why additional time is needed. Extensions are not automatic and cannot continue beyond the access that Youstar Connect is able to provide through its platform agreement.
One complimentary extension of up to seven calendar days may be granted where requested before expiry.
A longer extension may be agreed according to the learner’s circumstances, course requirements and available platform period.
Any extension fee will be disclosed and agreed before access is extended.
Verified platform or Youstar Connect technical problems will normally be addressed by restoring the lost access time without charge.
A suspended learner may purchase another course or package and request reactivation, subject to licence availability and the current price.
Once a learner account has been activated, a change-of-mind refund will normally be unavailable because a licence has been allocated and digital access has begun. No refund will normally be provided because a learner did not start, did not complete within the agreed period, did not pass an assessment, failed to retain a certificate, or no longer requires the training.
If access is faulty, unavailable or materially different from its description, Youstar Connect will investigate and may provide restored access, correction, replacement, repeat performance, an appropriate price reduction or a refund, depending on the circumstances and applicable law.
Before activation, a business may normally substitute another eligible learner without charge. After a named learner’s account has been activated, the licence may not be transferable or reusable. Refunds for unused or partially used group places will depend on whether the relevant licences have been activated and on any supplier restrictions disclosed before purchase.
Downloadable resources are normally non-refundable after access or download where the customer requested immediate supply and acknowledged the effect on cancellation rights. Faulty or misdescribed files will be corrected, replaced or otherwise remedied as appropriate.
Consultations and mock interviews may normally be cancelled or rearranged without charge with at least 48 hours’ notice. Less notice may result in a transfer or a proportionate charge for work already completed.
Classroom cancellation notice
Refund
Transfer
More than 14 days
Full refund
Free transfer
One free transfer
Fewer than 7 days
Normally no refund
May be considered
No show
Normally no refund
Normally no transfer
If Youstar Connect cannot provide the purchased training because of a platform interruption, supplier change, trainer illness, venue problem or another circumstance within its responsibility, it will seek to provide restored access, an equivalent alternative, a transfer or an appropriate refund. Any refund will relate to the affected service and take account of training already completed, subject to applicable law.
Payment does not guarantee successful completion or acceptance by an employer, regulator, local authority or other third party. Customers should check role-specific requirements before purchase. Online courses, including Manual Handling, do not replace regulated qualifications, employer competency checks or required practical or role-specific training. Practical task-specific instruction may also be required.
Approved refunds will normally be returned to the original payment method within 14 days of approval or receipt of a valid cancellation notice, as applicable. Payment providers may take additional time to make funds available. Youstar Connect will explain any lawful deduction before processing the refund.
Send the customer or business name, order details, learner name, course or package, activation status and requested outcome to:
Email info@youstarconnect.co.uk
Telephone 07916 937741
Address 64 Broadway, Stratford, London, E15 1NT
Complaints will be acknowledged and handled under the Youstar Connect complaints process. Nothing in this policy excludes statutory rights or remedies that cannot legally be limited.