Legal

Refund & Cancellation Policy

Last updated: 5 October 2026

We want you to book with confidence. This policy explains how to cancel a booking, what is refundable, and how quickly refunds are processed. It applies to all training services provided by Karen Henderson trading as Henderson ADI Training ("we", "us").

1. 14-day statutory cooling-off period

If you are a consumer (i.e. you are not booking as part of a business you run) and you book at a distance - by telephone, email, or through this website - you have the right to cancel your booking without giving a reason within 14 days of receiving your booking confirmation. This right comes from the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

To exercise this right, tell us clearly that you wish to cancel - by email to karen@hendersonaditraining.co.uk or by calling +44 7359 857154.

If you ask us to begin the service during the cooling-off period (for example, to attend an assessment sooner than 14 days), we will ask for your express request in writing. In that case, you remain entitled to a refund for any services not yet delivered, although a charge may apply for services delivered before you cancelled.

2. 48-hour cancellation notice

For all bookings - whether or not you have a statutory cooling-off right - we ask for at least 48 hours' notice before the scheduled start time of any session.

48 hours or more: no charge; the initial assessment fee is fully refundable, and unused package hours remain valid.
Less than 48 hours: the session may be charged in full, as the slot may have been reserved and not sellable at short notice.

3. Initial assessment fee

The initial assessment (£110) is refundable if cancelled, provided you give at least 48 hours' notice or exercise your statutory 14-day right to cancel before the assessment takes place.

4. Package hours

If you cancel a package (5-hour or £700/10-hour) after delivery has begun:

Hours already delivered are charged at the applicable package hourly rate (£70/hr).
The remaining unused hours can be rebooked by mutual agreement, or refunded pro-rata.

5. What is not refundable

Sessions that have already been delivered.
Cancellations made with less than 48 hours' notice (unless you have a statutory right under section 1).

6. How to request a refund

Email karen@hendersonaditraining.co.uk (or call +44 7359 857154) with your name, booking details, and the reason for the refund.
We acknowledge your request within 1 business day.
If approved, we process the refund to your original payment method within 5–7 business days.

If you booked via bank transfer, refunds are made to the same bank account the payment came from.

7. Exceptional circumstances

We understand that things happen. If illness, bereavement, or other exceptional circumstances affect your attendance, please talk to us - we will always try to find a fair solution, including rescheduling where possible.

8. Contact

Questions about this policy: karen@hendersonaditraining.co.uk · +44 7359 857154