Refund policy
This Refund & Cancellation Policy applies to courses purchased through the High Ridge Services website where the seller and training provider is High Ridge Training Ltd.
Please read this policy before completing your purchase.
It should be read alongside our Terms of Service.
Nothing in this policy excludes or restricts any statutory consumer right that cannot legally be excluded.
1. Your 14-Day Cancellation Right
If you purchase a course online as a consumer, you will generally have a 14-day cancellation period beginning on the day the contract is made.
During this period, you may normally cancel without giving a reason, subject to the rules concerning services and digital content that begin during the cancellation period.
2. Immediate Course Access
Many of our programmes are delivered online and customers may wish to begin learning shortly after purchase.
Where we provide immediate access to digital course content, we may require you to expressly confirm that:
- You want digital access to begin before the end of your 14-day cancellation period; and
- You acknowledge that, once supply of the relevant digital content begins, you may lose your statutory right to cancel where permitted by law.
Where the course includes services as well as digital content, different cancellation rules may apply to the service element.
Your statutory rights remain unaffected.
3. Cancelling Before Course Access Begins
If you cancel within the applicable cancellation period before course access or delivery has begun, you will normally be entitled to a full refund.
Please contact us promptly using the contact details at the bottom of this policy.
4. Cancelling After Services Have Begun
Where you expressly ask for course services to begin during the 14-day cancellation period and subsequently cancel within that period, you may be required to pay a reasonable amount for services already provided up to the date of cancellation, where permitted by law.
This may include work already carried out in relation to learner onboarding, registration or support where applicable.
Any amount retained will be reasonable and proportionate to the services actually provided.
5. Digital Content
Where digital course content has been supplied immediately following your express request and you have acknowledged that this affects your cancellation right, you may no longer have the right to cancel simply because you have changed your mind once supply of that digital content has begun.
We will ensure that any acknowledgement required before immediate digital delivery is presented clearly during the purchase or enrolment process.
6. Training Provider and Awarding-Organisation Registration
Some regulated qualifications require us to register learners with an awarding organisation.
If you request cancellation after registration has occurred, this will be considered alongside your statutory rights and the stage at which the course service has commenced.
Where legally permitted, genuinely incurred and non-recoverable third-party costs may be taken into account when calculating any amount due following cancellation.
We will not impose arbitrary or excessive cancellation charges.
7. How to Cancel
To request cancellation, contact us in writing and provide:
- Your full name;
- Order number;
- Course title;
- Date of purchase; and
- A clear statement that you wish to cancel.
You do not need to provide a reason when exercising a statutory cancellation right.
Email: [INSERT]
We will confirm receipt of your request.
8. Change of Mind Outside the Cancellation Period
Once any applicable statutory cancellation period has expired, or where the statutory right has been validly lost following commencement of digital content, refunds for a change of mind will not normally be provided.
However, we may consider exceptional circumstances at our discretion.
Any discretionary refund does not affect how we deal with future requests.
9. Purchasing the Wrong Course
If you accidentally purchase the wrong course, contact us as soon as possible and preferably before accessing course content.
Where reasonably possible, we may allow you to transfer to another suitable course.
Transfers depend on:
- Eligibility;
- Availability;
- Whether course access has commenced;
- Whether registration has occurred; and
- Any price difference.
Where the replacement course costs more, the difference must be paid.
10. Failure to Complete a Course
A refund will not normally be provided solely because a learner:
- Fails to engage with the course;
- Does not complete learning activities;
- Does not submit assessments;
- Misses deadlines;
- Does not respond to tutor feedback;
- Does not complete within the permitted course-access period; or
- Does not successfully achieve the qualification.
This does not affect any rights relating to a course or service that has not been provided with reasonable care and skill.
11. Failing an Assessment
Purchase of a course does not guarantee achievement of the qualification.
A learner who does not meet the required assessment criteria is not entitled to a refund solely because they have not passed.
Where further assessment, resubmission or re-registration is available, additional charges may apply where appropriate and will be communicated before being incurred.
12. Course Recognition
Customers should check that the qualification is suitable for their intended purpose before purchasing.
Where the programme is a UK-regulated qualification, the course page will identify the relevant awarding organisation and qualification details.
Unless expressly stated otherwise, the course should not be interpreted as carrying separate accreditation or approval from a UAE or other non-UK education authority.
A refund will not normally be due solely because a customer later discovers that a correctly described qualification does not meet a particular:
- Employment;
- Licensing;
- Immigration;
- Professional; or
- Further-study
requirement.
This does not affect rights where information provided before purchase was materially inaccurate or misleading.
13. Course Cancellation or Withdrawal by Us
If High Ridge Training cancels a course before it begins and cannot provide a suitable alternative, you will be entitled to an appropriate refund.
Where possible, we may first offer:
- Transfer to an equivalent course;
- An alternative start arrangement; or
- Another suitable solution.
You are not required to accept an alternative where applicable consumer law entitles you to a refund.
14. Material Problems With a Course
Your statutory rights apply where digital content or services do not meet applicable legal requirements.
If you believe that a course:
- Has not been provided as described;
- Has not been provided with reasonable care and skill;
- Contains a significant technical defect; or
- Has otherwise not been supplied in accordance with your consumer rights,
please contact us.
We will investigate and, where appropriate, offer the remedy required under applicable law. This may include correcting the problem, repeating part of the service, providing an alternative or issuing an appropriate refund.
15. Duplicate and Incorrect Payments
If you believe that you have:
- Been charged twice;
- Been charged an incorrect amount; or
- Experienced another payment error,
please contact us promptly.
Confirmed duplicate or incorrect charges will be refunded where appropriate.
16. Refund Method
Approved refunds will normally be returned using the same payment method used for the original purchase, unless another method is expressly agreed or required.
We will not charge a fee simply for processing a refund that is legally due.
Where a refund is due under applicable UK consumer law, it will be processed within the legally required timeframe.
17. Currency and Exchange Rates
Where a course was purchased in AED, an approved refund will normally be processed in AED.
Where another currency was used, the refund will normally be made in the original transaction currency.
We are not responsible for differences in the amount ultimately received resulting solely from:
- Exchange-rate fluctuations;
- Currency conversion;
- Bank charges; or
- Charges applied by a customer's card issuer or payment provider.
18. Payment Disputes and Chargebacks
If you believe there is a problem with a transaction, please contact us first so that we can investigate and attempt to resolve the matter.
This does not limit any legitimate rights you have through your bank, card issuer or payment provider.
We reserve the right to provide transaction, order, course-access and communication records when responding to a payment dispute or chargeback.
19. Business Services
This Refund & Cancellation Policy relates primarily to course purchases made through the website.
Marketing Management, Management Services and Operations Support are separately contracted Business Services.
Cancellation and payment arrangements for those services will be set out within the relevant:
- Proposal;
- Quotation;
- Statement of work;
- Retainer agreement; or
- Service agreement.
Customers engaging Business Services should refer to their individual agreement for applicable cancellation and termination arrangements.
20. Statutory Rights
Nothing in this policy excludes, limits or overrides statutory consumer rights that cannot legally be excluded.
Where applicable law provides a greater right or remedy than this policy, the applicable legal requirement will take precedence.
21. Contact Us
To request cancellation, a refund or assistance with an order, contact:
High Ridge Training Ltd
Registered Address: 09004996
Email: hello@highridge-services.com
Please include your name and order number so that we can locate your purchase.
22. Changes to This Policy
We may update this Refund & Cancellation Policy from time to time.
The version in force when your order was placed will normally apply to that purchase, subject to applicable law.
The current policy will remain available through the High Ridge Services website.