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Clarivive MedInsight
Last Updated: 12 July 2026
Version Number: 1.0
This Refund, Cancellation and Rescheduling Policy applies to all training services delivered by Clarivive Medinsight Ltd. This includes, Online self-paced learning, Webinars, Face-to-face training, In-house employer training, Blended learning. All cancellation, refund and rescheduling requests must be submitted in writing by using form given below. Submission of a request does not automatically guarantee approval.
Clarivive MedInsight Ltd aims to manage refunds, cancellations, non-attendance, course transfers and rescheduling requests fairly, consistently and transparently. This policy explains the rules that apply when a learner, employer, organisation or booking contact wishes to cancel a course, move a booking to another date, request a refund, substitute a delegate, or dispute a charge.
The purpose of this policy is to balance fair treatment of learners and organisations with the operational costs involved in training delivery. These costs may include administration, trainer allocation, venue arrangements, course preparation, learning platform access, certification setup, printed materials, payment processing, scheduling time and other business commitments made once a booking is accepted.
Nothing in this policy removes or restricts statutory rights that apply under UK law.
This policy applies to all training services provided by Clarivive MedInsight Ltd, including online self-paced learning, webinars, face-to-face training, in-house employer training, closed group courses, blended learning, employer-funded training, individual learner bookings, organisation bookings, course transfers, rescheduling requests and certificate-related course completion arrangements.
This policy applies whether the booking is made directly through the website, by email, through an invoice arrangement, through an employer or organisation, through a learning management system, or through another approved booking route.
Where separate written terms have been agreed for a specific employer, corporate client, commissioned training contract or closed course, those written terms may apply in addition to, or instead of, this policy where they are clearly agreed.
Clarivive MedInsight Ltd will aim to apply refund, cancellation and rescheduling decisions in a fair, reasonable and consistent way. Requests will be considered based on the type of course, the timing of the request, whether learning access has been activated, whether training preparation has already started, whether trainer or venue costs have been committed, whether the learner has attended or partially completed the course, and whether any statutory rights apply.
To support clear handling, learners, employers and booking contacts should submit requests using the structured request form provided below this policy page. The form is designed to collect the information needed to review the request properly, including the booking details, course type, reason for the request, preferred outcome and any supporting information.
Submission of the form does not automatically guarantee approval. Each request will be reviewed against this policy, the relevant booking terms, course access records, attendance records, payment records and any applicable statutory rights.
Where the form is not available or a learner is unable to use it, requests may be submitted by email to info@clarivive.co.uk. Email requests should include the same information requested in the form so that the matter can be reviewed without unnecessary delay.
Clarivive MedInsight Ltd may separate and handle requests according to their nature. For example, a refund request may be reviewed by the training administration or finance function, a rescheduling request may be reviewed against course availability, and a complaint about a refund decision may be managed under the Complaints and Appeals Procedure.
The company will not issue refunds, transfers or certificates in a way that misrepresents course completion, certification status, attendance, assessment outcome or learner eligibility.
Refund, cancellation, rescheduling, transfer and training credit requests should normally be submitted using the request form provided below this policy.
The form may be used for:
The person submitting the form should provide accurate and complete information. This may include the learner’s full name, booking email address, course title, course date, booking reference, invoice number, organisation name where applicable, payment route, reason for the request and preferred outcome.
Where the request relates to illness, bereavement, emergency, accessibility need, technical failure or another exceptional circumstance, Clarivive MedInsight Ltd may ask for reasonable supporting information. The company will avoid requesting unnecessary sensitive information and will only use the information for the purpose of reviewing and recording the request.
After submission, the request will be reviewed and categorised internally. Clarivive MedInsight Ltd may respond with an approval, refusal, request for further information, alternative course date, training credit option, partial refund decision, or explanation of the applicable policy rule.
A request will normally be assessed only when sufficient information has been provided. Incomplete forms may delay the decision.
Clarivive MedInsight Ltd provides training to both individual learners and organisations. Different legal and contractual considerations may apply depending on whether the booking is made by a consumer acting personally or by a business, employer, care provider, agency, organisation or corporate client.
For individual consumer bookings made online, by phone, by email or through another distance-selling route, statutory cancellation rights may apply. Where those rights apply, they will be respected.
For employer, organisation, corporate or business-to-business bookings, the cancellation and charging rules in this policy and any agreed booking terms will usually apply. Business clients are expected to manage delegate availability, internal staffing, rota changes and local approval before confirming a booking.
Where an individual consumer books training online, by email, by phone or through another distance-selling route, they may have a legal right to cancel within 14 days unless an exception applies or unless the right has been affected by the learner requesting immediate access or early service delivery.
For online self-paced learning, digital course access, downloadable materials, learning platform access or other digital content, Clarivive MedInsight Ltd may ask the learner during booking to confirm that they want immediate access to the course and that they understand this may affect their cancellation rights once access begins.
Where a learner requests immediate access and then logs in, launches the course, accesses learning content, begins an assessment, downloads materials or generates a certificate, refunds will normally not be available unless required by law.
Where a service has started during the cancellation period at the learner’s request, Clarivive MedInsight Ltd may deduct or retain a reasonable proportion for the service already provided, where legally permitted.
Online self-paced learning fees are normally refundable only where course access has not been activated and the request is made within any applicable cancellation period.
Access may be treated as activated where the learner has logged into the learning platform, launched the course, opened learning content, accessed videos or written materials, started a knowledge check, begun an assessment, submitted answers, downloaded resources, requested support based on accessed content, or generated a certificate.
Once online learning has been activated, refunds are normally not available. Partial completion, failure to complete, failure to pass, lack of time, change of mind after access, duplicate booking caused by learner error, or non-use after activation does not automatically create an entitlement to a refund.
Where a learner experiences genuine technical difficulty, Clarivive MedInsight Ltd should be contacted promptly. The company will review the issue and may provide reasonable technical guidance, extended access, reset support, alternative access instructions or another suitable remedy where appropriate. A refund will usually only be considered where the learner could not reasonably access the course due to an issue within Clarivive MedInsight Ltd’s control and the company cannot reasonably resolve it.
For face-to-face open courses booked by individual learners or organisations, cancellation charges may apply based on the amount of notice given before the scheduled training date.
Where no separate written agreement states otherwise, the following charging structure will normally apply:
| Notice given before training date | Normal outcome |
| More than 14 calendar days | Refund or transfer may be considered, subject to any non-recoverable costs and statutory rights |
| 8 to 14 calendar days | Up to 50% of the total booking fee may be retained or charged |
| 0 to 7 calendar days | Up to 100% of the total booking fee may be retained or charged |
Charges apply against the agreed booking value, including any confirmed delegate places, group places, course fees or agreed package price.
Clarivive MedInsight Ltd may consider a transfer to another available date instead of a refund where this is operationally possible. Transfer approval is discretionary unless statutory rights apply.
Closed courses and in-house employer training involve specific operational commitments. These may include trainer booking, preparation time, travel planning, course customisation, administration, employer liaison, venue coordination, printed materials, equipment planning and allocation of training capacity that may prevent other bookings being accepted.
Where no separate contract states otherwise, the following cancellation charges will normally apply to closed courses and in-house employer bookings:
| Notice given before training date | Charge applied |
| More than 14 calendar days | No cancellation charge, unless non-recoverable costs have already been agreed or incurred |
| 8 to 14 calendar days | 50% of the total agreed booking value |
| 0 to 7 calendar days | 100% of the total agreed booking value |
For closed courses, charges apply to the agreed course value, not only to the number of delegates who attend. If an employer books a fixed group session and fewer staff attend than expected, the full agreed course fee may still remain payable unless otherwise agreed in writing.
Non-attendance does not automatically create entitlement to a refund, transfer or credit. Failure to attend without prior written notice may be treated as cancellation at short notice.
Staff leaving employment after a booking has been confirmed does not automatically create entitlement to a refund. Employers are expected to manage staffing changes internally and may request delegate substitution where feasible.
Delegate substitution may be allowed where the substitute learner meets any course eligibility requirements, sufficient notice is given, learner details are provided, and the substitution does not affect assessment, safety, certification or course administration. Clarivive MedInsight Ltd may refuse substitution where it is not operationally or educationally appropriate.
Late arrival may affect participation, assessment eligibility or certification. Where a learner arrives too late to meet course requirements, Clarivive MedInsight Ltd may refuse certification and no refund will normally be due.
For webinar bookings, cancellation and transfer options depend on the timing of the request, whether joining details have been issued, whether webinar access has started, whether materials have been provided and whether the learner has attended part or all of the session.
Where no separate terms apply, the following approach will normally be used:
| Notice given before webinar date | Normal outcome |
| More than 14 calendar days | Refund or transfer may be considered, subject to statutory rights and non-recoverable costs |
| 8 to 14 calendar days | Partial refund or transfer may be considered |
| 0 to 7 calendar days | Refund normally not available, but transfer may be considered where feasible |
Webinar access links, joining instructions, materials and recordings must not be shared, transferred, copied or used by another person without written approval from Clarivive MedInsight Ltd. Unauthorised sharing may result in access being withdrawn without refund.
Where a learner cannot attend a live webinar, Clarivive MedInsight Ltd may, at its discretion, offer transfer to another date, access to a recording where available and appropriate, or alternative guidance. This is not automatic unless agreed as part of the course offer.
Blended learning may include a combination of online learning, webinar attendance, face-to-face training, workplace activity, assessment, trainer review or practical participation. Refund and cancellation decisions for blended learning will consider which elements have already been accessed, delivered, attended, completed or prepared.
Accessed online components are normally non-refundable once activated. Delivered webinar or face-to-face components are normally non-refundable once attended or once short-notice cancellation charges apply. Remaining components may be reviewed individually.
Where a learner completes one part of a blended course but does not complete the remaining part, the completed element may remain valid only within the rules and timeframe of that course. Clarivive MedInsight Ltd may set a completion deadline for blended learning. Failure to complete within the required timeframe may result in the learner needing to restart or rebook the course.
Rescheduling requests must be submitted in writing as early as possible. Approval is not automatic.
When reviewing a rescheduling request, Clarivive MedInsight Ltd may consider the notice period, trainer availability, venue availability, course capacity, operational feasibility, previous transfers, course expiry rules, learner progress, employer requirements, assessment arrangements and any costs already incurred.
Clarivive MedInsight Ltd may approve a reschedule, refuse a reschedule, offer an alternative date, apply an administration charge, treat the request as a cancellation, or offer a credit where appropriate.
Where a learner or employer repeatedly reschedules, Clarivive MedInsight Ltd may refuse further transfer requests or require a new booking fee.
Clarivive MedInsight Ltd may allow a course transfer or training credit in suitable circumstances. This is discretionary unless required by law or agreed in writing.
A course transfer means moving a learner or organisation from one course date to another. A training credit means applying an agreed value toward a future Clarivive MedInsight Ltd approved subsitute. Credits have annual expiry and be limited to specific courses, delivery methods or learner groups.
Training credits have no cash value. Unused credits may expire if not used within the stated timeframe.
Clarivive MedInsight Ltd may need to cancel, postpone, relocate, adapt or reschedule training where there is a valid operational, safety, quality or practical reason. Examples may include trainer illness, venue issue, low enrolment where a minimum number is required, health and safety concern, safeguarding concern, equipment failure, learning platform disruption, technology failure, severe weather, transport disruption, emergency, power failure, public health issue, or events outside reasonable control.
Where Clarivive MedInsight Ltd cancels a course or session, affected learners or organisations may be offered one of the following options:
Clarivive MedInsight Ltd is not responsible for indirect or consequential losses. This includes travel costs, accommodation costs, parking, lost earnings, employer staffing costs, agency cover, childcare arrangements, internal rota disruption or other expenses incurred by the learner or organisation.
Learners and employers should avoid making non-refundable travel or accommodation arrangements unless they accept the risk that a course may need to be changed.
Clarivive MedInsight Ltd may consider exceptional circumstances on a case-by-case basis. Exceptional circumstances may include serious illness, hospital admission, bereavement, emergency, major service disruption, unavoidable transport failure, significant technical failure outside the learner’s control, or another serious event that reasonably prevented attendance or completion.
Supporting information may be requested. The company will only request information that is reasonably necessary to assess the request. Sensitive information will be handled confidentially in line with the company’s Privacy Policy, Data Protection Policy, Confidentiality Policy and Records Retention Policy.
Approval remains discretionary unless statutory rights apply. Where a refund is not appropriate, Clarivive MedInsight Ltd may consider a transfer, credit, extension or alternative support.
Failure to attend a booked course, webinar or assessment without notice will normally be treated as non-attendance. Non-attendance does not create entitlement to a refund.
Failure to complete an online course within the access period does not automatically create entitlement to a refund. Learners are responsible for ensuring they have enough time, suitable internet access, a suitable device and the ability to complete the course before expiry.
Where a learner fails an assessment, the course rules will determine whether reassessment is available. Failure to pass does not automatically create entitlement to a refund.
Approved refunds will normally be returned using the original payment method where reasonably possible. Processing times may vary depending on the payment provider, card issuer, bank, accounting process or platform used.
Clarivive MedInsight Ltd may deduct any lawful, agreed or non-refundable charges before issuing a refund, including proportionate service charges, administration costs, payment processing charges where permitted, non-recoverable venue or trainer costs, or used course components.
Refunds will not normally be issued to a third party unless that party made the original payment or Clarivive MedInsight Ltd is satisfied that doing so is lawful and appropriate.
Where training is booked by invoice, the organisation or booking contact is responsible for payment in line with the agreed payment terms. Cancellation of attendance does not automatically cancel invoice liability.
Clarivive MedInsight Ltd may suspend course access, certificates, results, future bookings or account services where payment remains overdue, disputed without reasonable basis, reversed, charged back or otherwise unresolved. This does not remove statutory rights.
Where a card chargeback or payment dispute is raised, Clarivive MedInsight Ltd may provide evidence to the payment provider, including booking records, access logs, attendance records, course activation evidence, communication records, certificate records, invoice details and the applicable terms accepted at booking.
Refunds are not normally available once a certificate has been issued, unless required by law or unless Clarivive MedInsight Ltd confirms that the certificate was issued in error.
Where a learner has completed training and received a certificate, the service will normally be treated as delivered. A later change of mind, employer change, duplicate training requirement, job change or non-use of the certificate does not create entitlement to a refund.
Certificates may be withheld where the learner has not completed the course, has not met assessment requirements, has not attended required elements, has breached course rules, or where payment remains unresolved.
Learners who require reasonable adjustments should inform Clarivive MedInsight Ltd as early as possible. The company will consider reasonable support in line with its Accessibility and Reasonable Adjustments Policy.
A refund will not normally be issued simply because a learner did not request support before or during the course. However, where Clarivive MedInsight Ltd was informed of an access need and failed to consider reasonable adjustments appropriately, the matter may be reviewed under this policy and the Complaints and Appeals Policy.
Reasonable adjustments cannot remove essential course outcomes, reduce assessment standards, guarantee a pass or compromise safety.
Clarivive MedInsight Ltd may remove or exclude a learner from training where there is serious misconduct, abusive behaviour, harassment, unsafe behaviour, breach of trainer instructions, safeguarding concern, dishonesty, unauthorised sharing of access, cheating, impersonation or behaviour that disrupts learning or places others at risk.
Where a learner is removed for misconduct, safeguarding reasons or safety concerns, no refund will normally be issued.
This section should be read alongside the Learner Terms and Conditions, Learner Code of Conduct, Safeguarding Statement, Health and Safety Policy, Assessment and Certification Governance Policy and Malpractice and Maladministration Policy.
Clarivive MedInsight Ltd may keep records of refund, cancellation, rescheduling, transfer and training credit requests submitted through the form or by email. Records may include the request, reason, decision, supporting evidence, communication history, course access data, attendance information, payment action, refund approval, transfer details and complaint outcome.
Information submitted through the form will be used to review and manage the request. It may be accessed by authorised staff or representatives who need the information to process the matter, such as training administration, finance, learner support, quality assurance or complaints handling.
Where sensitive information is provided, such as illness, disability, bereavement, emergency circumstances or accessibility needs, it will be handled confidentially and only used where necessary to assess the request and maintain appropriate records.
Clarivive MedInsight Ltd will avoid requesting unnecessary personal information. Learners and organisations should not submit excessive medical, financial or personal details unless specifically requested and relevant to the decision.
Records will be handled in line with the company’s Privacy Policy, Data Protection Policy, Confidentiality Policy and Records Retention Policy.
If a learner, employer or organisation disagrees with a refund, cancellation or rescheduling decision, they may raise the matter through the Clarivive MedInsight Ltd Complaints and Appeals Procedure.
The complaint should explain the decision being challenged, the reason for disagreement, any supporting evidence and the outcome being requested.
The complaints process is intended to review whether the policy was applied fairly, whether relevant information was considered, whether statutory rights were respected and whether the decision was reasonable.
Clarivive MedInsight Ltd may update this policy from time to time to reflect changes in law, business operations, course delivery methods, payment systems, platform arrangements, accreditation requirements or internal governance.
The latest version will apply from the date of publication unless otherwise stated. For confirmed bookings, the terms accepted at the time of booking may continue to apply unless a legal requirement or agreed written variation applies.
Refund, cancellation, transfer and rescheduling requests should be submitted in writing using the approved request route.
Clarivive MedInsight Ltd
Email: info@clarivive.co.uk
