These terms apply to training sessions, practical assessments, one-to-one support sessions and course packages booked through the Youstar Connect website.
Please read these terms before booking. Nothing in this policy affects your statutory rights.
Your booking is confirmed when Youstar Connect sends your booking confirmation following successful payment.
Please check your course, date, location and learner details carefully. Any entry requirements, online learning requirements or assessment conditions will be stated in the course information or booking confirmation.
If you book as a consumer through our website, you normally have the right to cancel within 14 days, starting the day after your booking contract is made, without giving a reason.
If no services have been provided and no applicable digital-content cancellation right has been lost, you will receive a full refund.
If you expressly request that we begin providing services during this period and then cancel, we may charge a proportionate amount for services already provided. We will explain this before you request an early start.
You lose the right to cancel a fully completed service during this period only where you expressly requested early performance and acknowledged that this right would be lost once the service was fully performed.
Booking a session taking place within 14 days does not, by itself, remove your cancellation rights.
You have two calendar months from the date your online course access is activated to complete your online learning and any associated online assessments. We will confirm your activation date and completion deadline by email. If you need more time, please contact us before your access expires to discuss whether an extension is available and any applicable charge.
Where your booking includes digital course content, we will obtain your express consent before supplying it during the 14-day cancellation period, together with your acknowledgement that your cancellation right for that digital content will be lost once supply begins. We will confirm this by email.
Access to online learning does not automatically make the whole of a blended course or package non-refundable. Any refund will take account of the separate elements supplied and your applicable legal rights.
After your statutory cancellation period has ended, the following cancellation charges apply to the affected booked session:
Notice received before the session starts: Maximum cancellation charge
• 14 calendar days or more: No cancellation charge
• At least 7 but fewer than 14 calendar days: Up to 25% of the session fee
• At least 48 hours but fewer than 7 calendar days: Up to 50% of the session fee
• Fewer than 48 hours, or non-attendance: Up to 100% of the session fee
These are maximum charges, not automatic deductions. Any charge will reflect our reasonable net loss, taking account of costs saved and whether we can fill your place. We will take reasonable steps to reduce our loss and explain any deduction on request.
For packages, these charges apply to the affected session's allocated price, which will be disclosed before booking. Other course elements will be assessed separately, without charging twice for the same loss.
You may request a change of date by contacting us using the details in your booking confirmation.
• At least 7 calendar days' notice: One transfer to an available session of the same course is free of charge.
• Fewer than 7 calendar days' notice: We will try to arrange a transfer. Any charge will reflect reasonable additional costs or losses caused by the change, will not exceed the relevant cancellation charge above, and will be explained before you agree.
• Further changes: These depend on availability. Any reasonable additional charge will be explained in advance.
If you choose a different course or delivery option, any price difference will be confirmed before the change is made.
Transferring a booking does not restart the original statutory cancellation period.
If illness, bereavement or another serious unexpected event prevents attendance, please contact us as soon as possible.
We will consider requests individually and may offer a transfer or reduce or waive a charge. We may request reasonable supporting information, but please do not send detailed medical records unless specifically requested.
Please arrive at the time stated in your booking confirmation.
If you arrive too late to complete required learning or assessment activities, you may be unable to participate or receive certification. We will consider whether a transfer is possible.
Any charge for a missed session will follow section 4 and remain subject to your statutory rights.
Where a course includes compulsory online learning before a practical session, you must complete it by the deadline stated in your booking confirmation, even if this is earlier than the end of your two-month online access period.
If you have not completed the required learning, we may need to move your practical session to another date. Any transfer charge will follow section 5.
If completion is prevented by an issue with access or delivery for which Youstar Connect is responsible, we will arrange a suitable alternative without a transfer charge.
Certificates are issued only after all required learning and assessments have been successfully completed. Attendance alone does not guarantee certification.
We may need to postpone or cancel a session because minimum learner numbers are not reached, a trainer becomes unavailable, a venue becomes unsuitable, or another circumstance prevents delivery.
We will notify you as soon as reasonably possible.
If we cancel your session or make a significant change to its date, location or delivery method, you may choose:
• An alternative session at no additional charge; or
• A refund for the cancelled or affected services.
You do not have to accept a credit voucher instead of a refund.
For packages, we will explain the refund calculation. If our change means the remaining package can no longer reasonably fulfil the purpose agreed at booking, we will discuss cancellation of the affected package and your applicable refund rights.
Please consider flexible travel arrangements. Any claim for additional losses will be considered in accordance with your legal rights.
Refunds will normally be made to the original payment method.
For a valid statutory cancellation, we will issue the refund without undue delay and within 14 days of receiving your cancellation notice. Other refunds due under this policy will be issued within 14 days of confirmation.
Your payment provider may take additional time to display the refund.
We do not deduct an administration or card-processing fee from a full refund due under your statutory cancellation rights.
Contact Youstar Connect using the contact details in your booking confirmation or on our website. Please include:
• The learner's name;
• Booking reference;
• Course or session title and date; and
• Whether you wish to cancel or request another date.
We recommend making your request in writing so there is a clear record. You do not need to use a particular form or give a reason when exercising a statutory cancellation right.
Notice periods are measured from when we receive your request to the scheduled session start time.
If your training is not delivered as described or with reasonable care and skill, please contact us so we can investigate and provide an appropriate remedy.
Depending on the circumstances, your rights may include repeat performance, a price reduction or a refund. The cancellation charges in this policy do not restrict those rights.
To: Youstar Connect, using the contact details shown in your booking confirmation.
I give notice that I wish to cancel the following booking:
Course or session: __________________________________________________
Booking reference: __________________________________________________
Date booked: __________________________________________________
Learner or customer name: __________________________________________________
Customer address: __________________________________________________
Date of cancellation notice: __________________________________________________
Signature if submitted on paper: ______________________________