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Refund Policy

Last updated: December 2024

Policy Agreement

This policy applies to all course bookings, memberships and support services supplied by Frame Institute. By placing a booking or subscription, you agree to these terms.

1. Community One-Month Membership

Non-Refundable

Payment is non-refundable (this does not affect your statutory rights).

Cancellation Terms

  • You can cancel at any time
  • Your access continues until the end of your current paid month
  • No further payments are taken after cancellation

2. Courses

2.1 General Terms

  • Course fees are paid in advance
  • Fees are non-refundable (this does not affect your statutory rights), except in the case outlined in section 2.2
  • If we cancel a course, you may choose a full refund or a free transfer to another date
  • We do not cover travel, accommodation or other related expenses

2.2 If You Do Not Meet the Prerequisites

If you cannot start a course because you do not meet the stated prerequisites, you may request a refund.

  • We will refund fees minus a £75 administration fee
  • Refunds are processed within 28 days

2.3 Once Training Has Started

You must explicitly agree at checkout that accessing course materials waives your 14-day cancellation rights.

No refund is offered once you have started the course or accessed course materials.

This applies if you withdraw, fail to complete or change your mind.

3. 1-to-1 Zoom Calls

Non-refundable bookings with rescheduling options:

  • These bookings are non-refundable (this does not affect your statutory rights)
  • If you do not attend a session without prior written agreement from Frame Institute, or you are more than 10 minutes late for the session, you will lose the session and no refund will be given
  • If you need to reschedule, you must contact us in writing via email at least 72 hours before the scheduled time. Failure to request to reschedule prior to 72 hours before a session will be considered forfeit of the session
  • You may reschedule once only
  • If you do not attend the rescheduled session or request another change, you lose the appointment, and no refund will be given
  • Frame Institute reserves the right to reschedule sessions in exceptional or unforeseen circumstances

4. On-Site Mentoring Visits

Non-refundable bookings with rescheduling options:

  • These bookings are non-refundable (this does not affect your statutory rights)
  • If you need to reschedule, you must contact us in writing via email at least 72 hours before the scheduled time. Failure to request to reschedule prior to 72 hours before a session will be considered forfeit of the session
  • You may reschedule once only
  • If you cancel the rescheduled date, you lose the booking and no refund is given

5. Cooling-Off Rights (Distance Contracts)

14-Day Cancellation Right

If you book online or by phone, you may have a 14-day cancellation right under the Consumer Contracts Regulations 2013.

Important: You lose this right if you request access to course materials or training begins within that 14-day period.

Statutory rights apply regardless of this policy.

6. How Refunds Are Processed

Processing Details

  • Refunds are made to the original payment method
  • Processing time is up to 28 days
  • Refunds are issued in GBP

Your Responsibility

Banking or currency charges are your responsibility.

7. Transfers and Changes

Exam Date Changes

  • You may request to move to another exam date 72 hours before it begins
  • Transfers depend on availability
  • Any fee difference will be charged
  • No refund is given for transfers

8. Cancellation by Frame Institute

Your Options

If we cancel a planned training date, you can choose:

  • A full refund
  • Transfer to another available date

We will notify you promptly.

9. Limits

Liability Limitations

We are not liable for indirect losses such as travel, accommodation or lost earnings unless required by law.

Services must meet reasonable care and skill standards under the Consumer Rights Act 2015.

10. Governing Law

This policy is governed by the laws of England and Wales.

Any dispute will be handled by the courts of England and Wales.

Policy Authorization

Signed: Francesca Hadwick and Amy King