Credit, Refund and Cancellation Policy

Course Fees

Course fees are generally non-refundable.  

Bedford House is a charity and courses are subsidised by 25-30% by our other activities such as Space Hire and Fundraising. Our classes are generally small and a certain number of students are required to make a class financially viable. If we do not attract adequate student numbers to be financially viable prior to a course starting then the course will not run.  If student fees are reimbursed retrospectively, it may make the whole course unviable financially as it reduces the number of students paying a fee and it means that other classes and activities are effectively sponsoring the course in question and the person’s refund/credit. We aim to keep fees as low as possible for everyone and Bedford House receives no financial support from the Council or Government. The Council supports Bedford House with premises and maintenance.

Due to the demographics of our students, there may be a relatively high level of absence and to refund/credit course fees retrospectively from early on in an absence would be high risk to Bedford House and could cause the organisation to close.  Therefore, it is necessary to have a ‘waiting period’ of 4 weeks before credits are calculated.  We thank you for your support and understanding in working with us to ensure that Bedford House can remain sustainable and exist in the long-term future.

  • If courses are cancelled by the organisation due to low enrolment, then refunds will be made in full to those learners who have already enrolled.

  • If courses need to be put on hold due to ‘force majeure’ such as Covid-19 outbreak, then fees will be rolled over to the next running course.

  • If a learner is unable to attend courses, it may in exceptional circumstances be agreed at management’s discretion to make a refund/credit. If a refund/credit is agreed a 4-week non-refundable ‘waiting period’ is charged. The start of a refund/credit period cannot be earlier than the current half term.

Events out of our control

Inconvenience caused by machinery or equipment breaking down and the delay it may take to have it fixed does not entitle students to a fee refund or other compensation when the time period to have it fixed is out of BHCA’s control.

Course fees can only be considered for a refund/credit if;

  • 1. The request for a refund/credit has been received by the office in writing submitted by the person requesting the refund/credit (unless they are incapacitated and unable to do so, in which case a third party may apply); and

  • 2. The absence is longer than 4 weeks; and

  • 3. The absence is due to an unscheduled medical emergency. Flus, colds and common ailments would not fall under medical emergency in this context.

Workshop Fees

Workshop fees are generally non-refundable.

  • If workshops are cancelled by the organisation due to low enrolment, then refunds will be made in full to those learners who have already enrolled.

  • If workshops are postponed due to unforeseen circumstances, fees will be rolled over to the new date.

  • If workshops need to be put on hold due to ‘force majeure’ such as Covid-19 outbreak, then fees will be rolled over to the next running course.

 

Membership Fees

Membership fees are non-refundable.

 

How to Apply for a Refund or Credit

Read the policy and consider if you are likely to meet the criteria to be eligible for a refund or credit.

If you find you are eligible then email Lisa on officemanager@bedfordhouse.org.uk with a short description of your case. Please attach copies of your evidence to the email.  Other Administration staff are not authorised to provide a view on your case.  

Lisa will get back to you as soon as the case has been considered against the policy. If your case meets the policy criteria Lisa will calculate any credit or refund as per the policy including the 4-week ‘waiting period’.

Please allow up to 3 weeks for the initial consideration from the time we receive your case description and evidence in writing. We will aim to respond as quickly as possible, but all staff work part time.

A minimum of £10 administration fee will be charged when processing refunds to cover among other card fees.

Appealing a Decision

If you are dissatisfied with how the policy has been applied, you can appeal to the CEO, Lykke Leszczynski, on CEO@bedfordhouse.org.uk. The CEO will re-consider your case and write to you with the outcome of the review. Please allow up to 3 weeks for the review. The CEO will aim to respond as quickly as possible, but all staff work part time.