Refund & Cancellation Policy

1. Scope of this policy

This Refund & Cancellation Policy applies to eligible purchases made directly through Glutathione Training unless different terms are expressly agreed for an organisation, institutional licence, bespoke programme or other separately contracted service.

Our courses are principally digital services and digital educational content. There is therefore normally no physical product to return.

2. Your statutory rights

The legal rights applying to a purchase can depend on matters including your location, whether you purchased as a consumer or in a professional/business capacity, the nature of the product or service, and whether supply of digital content or performance of a service has begun.

3. Digital content and commencement of access

Where a course is supplied digitally, access may be made available after successful payment, enrolment and any required account or eligibility checks.

In jurisdictions where the law provides a cancellation period but allows that right to be affected when digital supply begins, we will use the consent and acknowledgement process required by applicable law before relying on any loss of a statutory cancellation right.

We will not treat these terms alone as a substitute for any separate express consent or acknowledgement that the law requires at checkout.

4. Cancellation before digital supply begins

If you request cancellation before digital content or the relevant service has begun, your request will be assessed according to the applicable statutory rights and the circumstances of the transaction.

Where a legal cancellation right applies and has not been lost or expired, we will honour that right in accordance with applicable law.

5. Cancellation after access has begun

Once digital course access or performance of a service has begun, cancellation and refund rights may differ from those applying before supply commenced.

This does not remove rights relating to content or services that are faulty, materially misdescribed, not supplied as agreed or otherwise fail to meet a mandatory legal standard.

6. When a refund may be appropriate

A full or partial refund may be appropriate in circumstances including:

• a duplicate payment;
• an incorrect charge attributable to our systems;
• a course being materially different from its description at the time of purchase;
• failure to provide purchased access within a reasonable period where the failure is attributable to us and cannot reasonably be corrected;
• a statutory cancellation or refund right applying to the transaction;
• another circumstance in which applicable law requires a refund.

7. Technical problems

A temporary technical problem does not automatically require cancellation if the problem can be corrected within a reasonable period.

If you cannot access a purchased course, please contact us promptly so that we can investigate the account, enrolment, browser, payment or platform issue.

Where we cannot provide the purchased service because of a material problem for which we are responsible, an appropriate remedy may include restored access, replacement access, an extension, partial refund or full refund depending on the circumstances and applicable law.

8. Change of mind

A change-of-mind request will be considered in accordance with any statutory cancellation right that applies to the transaction.

Outside mandatory legal rights, any discretionary refund for change of mind will depend on factors including whether course access has begun, the extent to which the course has been used, whether assessments have been attempted and the circumstances of the request.

9. Course progress and completed training

Outside applicable statutory rights, a discretionary refund would not normally be expected merely because a learner has changed their mind after substantially consuming the course, completing assessments, receiving substantive reviewer work or completing the programme.

Each request will nevertheless be assessed according to the circumstances and any legal rights that apply.

10. Assessment outcomes

Failing an assessment, being required to resubmit work, not achieving a desired score or not receiving certification because course requirements have not been satisfied does not by itself establish entitlement to a refund.

Assessment and certification decisions are governed by the applicable course requirements and assessment process.

11. Course prerequisites

Some specialist courses may require successful completion of a Foundation course or another prerequisite before study access is unlocked.

Where a prerequisite is clearly disclosed before purchase, the existence of that prerequisite does not by itself make the course unavailable or defective.

Learners should review course prerequisites before purchasing.

12. Professional recognition

Learners are responsible for checking whether a course is suitable for their individual professional-development, employer, regulatory or registration requirements.

A refund is not automatically due because a third-party employer, professional body, regulator, insurer or other organisation does not recognise training for a purpose that Glutathione Training did not expressly guarantee.

13. Incorrect purchase

If you purchase the wrong course accidentally, contact us as soon as possible and avoid beginning the course while the request is being considered.

Where reasonably possible, we may be able to correct the enrolment, transfer the purchase or provide another appropriate remedy rather than cancelling the transaction.

14. Promotional prices and discounts

A later reduction in price, promotional campaign or discount does not ordinarily create a right to refund the difference on an earlier completed purchase.

This does not affect any separate price guarantee or promotional term expressly offered at the time of purchase.

15. Organisational and group purchases

Training purchased by an employer, healthcare organisation, educational institution or other organisation may be governed by separately agreed commercial terms.

Where such terms exist, they will take precedence for matters specifically addressed by the organisational agreement, subject to mandatory law.

16. Refund method

Where a refund is approved, it will normally be returned using the original payment method where reasonably possible.

Processing times can depend on the payment provider and financial institution involved. A refund being authorised by Glutathione Training does not necessarily mean it will appear immediately in the recipient's account.

17. Fraud, abuse and account misuse

We may investigate refund requests associated with suspected fraud, payment abuse, unauthorised account sharing, assessment misconduct or other material breaches of our Terms & Conditions.

Nothing in this section permits us to withhold a refund that must legally be provided.

18. Chargebacks and payment disputes

If you believe a payment is incorrect, we encourage you to contact us promptly so that the transaction can be investigated.

This does not remove any lawful right you may have to contact your payment provider or financial institution.

19. How to request a cancellation or refund

Submit the request through our Contact Us page.

Please provide, where available:

• the name associated with the account;
• the account email address;
• the course or service concerned;
• the transaction or order reference;
• the reason for the request;
• details of any access or technical problem.

Please do not send full payment-card details through the contact form.

20. Review of requests

We may review relevant transaction, enrolment, access and course-progress information in order to understand a refund request.

This information will be handled in accordance with our Privacy Policy.

21. Changes to this policy

This policy may be updated as our payment, enrolment and course-delivery systems develop or where applicable consumer law requires a change.

A change will not be used retrospectively to remove a mandatory right that applied to a completed transaction.