Refund, Cancellation & Withdrawal Policy

1 Purpose

1.1 This Policy explains the circumstances in which a Learner may cancel an enrolment, withdraw from a Course, request a refund, or remain responsible for outstanding Course Fees.

1.2 By enrolling with Directskills, the Learner agrees to pay the Total Course Fee stated at the time of enrolment.

1.3 Where payment by instalments is offered, the instalment arrangement is a method of paying the Total Course Fee and is not a monthly subscription or pay-as-you-go arrangement.

2 14-Day Cancellation Period

2.1 Where a statutory cancellation right applies, the Learner may cancel the enrolment within the applicable 14-day cancellation period.

2.2 A cancellation request must be made clearly in writing and should include the Learner's full name, learner or student number where applicable, Course title, and confirmation that the Learner wishes to cancel.

2.3 Cancellation requests should be sent to: admissions@directskills.co.uk.

2.4 Directskills does not provide an additional contractual cooling-off period beyond any period required by law.

3 Immediate Course Access

3.1 Directskills normally provides Course access shortly after enrolment.

3.2 Where the Learner requests or accepts immediate Course access before the end of the applicable 14-day cancellation period, the Learner expressly requests Directskills to commence providing the Course and associated enrolment, administration and learning services immediately.

3.3 Initial services may include enrolment processing, account creation, learning platform activation, access to Course materials, induction, administration, initial learner support, registration processing where applicable, and other services supplied before cancellation.

4 Cancellation Within 14 Days

4.1 Where a Learner validly cancels within the applicable 14-day cancellation period, Directskills will process any refund required by law.

4.2 Where the Learner requested immediate commencement and services have already been provided, Directskills may deduct an amount representing the services supplied before cancellation.

4.3 Directskills' standard initial enrolment, administration and Course commencement services are valued at up to £150.

4.4 Accordingly, Directskills may deduct up to £150 from the amount otherwise refundable where those services have been supplied and where the deduction is permitted by law.

4.5 The deduction will not exceed the amount properly attributable to the services already supplied.

5 Withdrawal After the 14-Day Period

5.1 Once the applicable 14-day cancellation period has expired, the Learner does not have a general contractual right to a refund simply because they decide not to continue with the Course.

5.2 A Learner may request withdrawal from the Course at any time; however, withdrawal from the Course does not automatically cancel the Learner's financial obligations.

5.3 Course Fees already paid will not normally be refunded following voluntary withdrawal after the applicable cancellation period.

5.4 Where the Course Fee is being paid by instalments, the Learner remains responsible for the outstanding balance of the agreed Total Course Fee following withdrawal, subject to any legal right which cannot lawfully be excluded.

6 Outstanding Course Fees

6.1 The Total Course Fee is agreed when the Learner enrols.

6.2 Where Directskills permits payment by instalments, those instalments are a facility for paying the Total Course Fee over an agreed period and are not separate monthly Course purchases.

6.3 Voluntary withdrawal after the applicable cancellation period does not automatically cancel future instalments.

6.4 Any remaining balance of the Total Course Fee will continue to be payable in accordance with the agreed payment schedule.

6.5 Cancelling a Direct Debit, standing order, recurring card payment or other payment instruction does not cancel the Course contract or any outstanding balance lawfully due.

7 Circumstances That Do Not Normally Give Rise to a Refund

7.1 The following will not normally provide a right to a refund or cancellation of the outstanding Course Fee after expiry of the applicable cancellation period:

• Change of mind;
• Loss of interest in the Course;
• Change in career plans;
• Decision to study with another provider;
• Change of employment;
• Lack of available study time;
• Failure to access the learning platform;
• Failure to submit assessments or complete the Course;
• Personal financial circumstances; or
• Voluntary withdrawal.

8 Exceptional Circumstances

8.1 Directskills may consider requests relating to exceptional circumstances on an individual basis and may request supporting evidence.

8.2 Consideration of exceptional circumstances does not guarantee a refund, cancellation of outstanding fees, suspension of payments or release from the Course contract.

8.3 Any refund, reduction, credit, deferral or other concession offered by Directskills is discretionary unless otherwise required by law.

8.4 A discretionary decision in one case does not create a precedent or entitlement in another case.

9 Course Transfers

9.1 Course transfers are subject to prior approval by Directskills.

9.2 A transfer does not automatically entitle the Learner to a refund.

9.3 Where a Learner transfers to a lower-priced Course, the difference in price will not automatically be refunded unless Directskills expressly agrees otherwise.

9.4 A Course transfer may not be used for the purpose of avoiding or reducing payment obligations under the original enrolment.

9.5 Any change to the Learner's Course Fee or payment plan will be confirmed in writing.

10 Refund Processing

10.1 Where Directskills approves a refund, the refund will normally be made using the original payment method where reasonably possible.

10.2 Directskills may request information reasonably necessary to verify the Learner's identity and payment details before processing a refund.

10.3 Any amount lawfully owed by the Learner to Directskills may be taken into account when determining the final amount payable or refundable.

11 Non-Payment and Debt Recovery

11.1 Where a Learner fails to pay an instalment or other amount by its due date, Directskills may contact the Learner and request payment.

11.2 Where an outstanding balance remains unpaid after appropriate notice, Directskills may take reasonable steps to recover sums lawfully due.

11.3 These steps may include payment reminders, a formal demand for payment, an agreed repayment arrangement, suspension of Course access or services, referral of the outstanding balance to a debt collection agency, instruction of solicitors or other authorised representatives, and/or legal proceedings to recover sums lawfully due.

11.4 Referral to a debt collection agency does not cancel or reduce the outstanding balance.

11.5 Where legally recoverable, the Learner may also be responsible for applicable court fees, interest or other recovery costs.

12 Debt Collection

12.1 Directskills reserves the right to refer unpaid Course Fees to an authorised third-party debt collection provider where payment remains outstanding.

12.2 Relevant personal information may be shared with a debt collection provider where necessary and lawful for the purpose of recovering an outstanding debt.

12.3 Where a debt is genuinely disputed, the Learner should notify Directskills promptly and provide details of the dispute.

12.4 Submission of a complaint or dispute does not automatically suspend payment obligations unless Directskills confirms this in writing or the law requires otherwise.

13 Chargebacks and Payment Disputes

13.1 Initiating a chargeback does not automatically terminate the Course contract or determine whether the Course Fee is payable.

13.2 Where a chargeback is raised, Directskills may provide relevant evidence to the bank or payment provider, including application records, accepted Terms and Conditions, payment records, Course access records, correspondence, assessment records and other relevant documentation.

13.3 Where a chargeback is unsuccessful and an outstanding balance remains due, Directskills may continue to pursue payment.

14 Course Cancellation by Directskills

14.1 If Directskills permanently cancels a Course and is unable to provide the contracted service or a reasonable alternative, any refund or other remedy will be dealt with in accordance with applicable law.

14.2 This section does not apply where enrolment is terminated because of the Learner's breach of the Terms and Conditions.

15 Complaints and Refund Requests

15.1 A refund request must include sufficient information for Directskills to identify the Learner and the relevant enrolment.

15.2 Directskills may request additional information or supporting documents before making a decision.

15.3 Submitting a complaint or refund request does not automatically suspend an agreed payment plan.

15.4 Unless Directskills confirms otherwise in writing, instalments must continue to be paid while a refund request or complaint is being considered.

16 Statutory Rights

16.1 Nothing in this Policy excludes or restricts any right which cannot lawfully be excluded.

16.2 No additional contractual refund or cancellation rights are created by this clause.

17 Changes to This Policy

17.1 Directskills may update this Policy from time to time.

17.2 The Policy applicable to a Learner's enrolment will normally be the version applicable when the relevant contract was entered into, except where a change is required by law or another lawful requirement.

18 Governing Law

18.1 This Policy and the associated enrolment contract are governed by the laws of England and Wales.