Policy Principle

iungo Solutions is committed to providing high-quality, industry-recognised training. Our programmes are often fully funded by government bodies or corporate partners, meaning that a fully-funded or subsidised place for a participant represents a significant financial investment

By enrolling in a learning programme with iungo Solutions, you agree to the following terms regarding cancellations, withdrawals, and assessment attendance.

Policy Scope

This policy applies exclusively to individual participants or corporate clients who self-fund or commercially pay (in full or partially) for training programmes provided by iungo Solutions. It acts as a companion to the standard Cancellation & Non-Completion Policy.

Refund Eligibility and Schedule

Refunds for commercial fees are calculated based on the timing of the formal written cancellation request:

Cancellation Timing	Refund Eligibility	Notes / Fees
Within 14-day Cooling-Off Period (and before course start)	100% Refund	Full refund of all tuition fees paid.
7+ days before programme start	100% Refund	Subject to a £50 administrative processing fee.
Less than 7 days before programme start	75% Refund	25% of the total commercial fee is retained by iungo Solutions to cover administrative costs and short-notice vacancy.
Post-start withdrawal / No-Show on Day 1	0% Refund	No refund will be issued. The seat is consumed and cannot be reallocated.
Unauthorised Withdrawal (“Ghosting”)	0% Refund	Automatic termination after 3 missed sessions or 7 days of non-engagement. Full commercial liability remains.

Assessment Absences & Resits

Commercial fees cover the delivery of training and one scheduled final assessment attempt.

• Assessment No-Show: If a commercial learner fails to attend their scheduled assessment without a 48-hour prior notification and a validated mitigating circumstance, the assessment fee is forfeited.
  
• Resit Fees: A supplementary fee of £250 will be charged to re-book or schedule an assessment extension outside of the standard program window.

Mitigating Circumstances & Deferrals

In alignment with Section 7 of the main policy, commercial learners may request a fee waiver or a cohort deferral rather than a refund under exceptional circumstances:

• Approved Mitigating Circumstances: Medical emergencies (with medical note), bereavement of an immediate family member, or mandatory work changes/redundancy (with employer letter).
• Deferral Provision: Commercial learners may request to transfer 100% of their paid fees to the next available cohort. This request must be submitted formally at least 48 hours prior to the programme start date. Only one deferral is permitted per participant.

Partial Payments and Payment Plans

If a customer is on a partial payment or installment plan and withdraws after the programme has started, they are not entitled to a refund of installments paid and remain legally liable for any outstanding balance of the total course fee.

Failure to clear outstanding balances within 14 days will result in referral to a third-party collection agency and exclusion from future iungo programmes.

Service Standards and Quality Guarantee

iungo Solutions is committed to delivering training programmes that meet strict industry and educational standards. All courses are guaranteed to be delivered:

• With reasonable care and skill by suitably qualified and/or experienced tutors.
  
• In material alignment with the course description, and learning objectives provided at the time of booking.

Quality Complaints Procedure

If a commercial customer believes the training delivered does not meet the standards outlined above, they must follow the formal dispute process:

1. Immediate Notification: The customer must submit a formal complaint in writing to complaints@iungo.solutions within 7 calendar days of the session or course completion, detailing exactly how the delivery failed to meet expectations.
   
2. Investigation Window: iungo Solutions will investigate the claim (reviewing session recordings, trainer notes, and peer feedback) and issue a formal response within 10 working days.

Customers that have received funding to undertake their programme should consult POL-0018 for further information on how to complain. Please note, it is not possible for a non-fee paying customer to receive a financial refund.

Statutory Refunds and Remedies for Poor Performance

In accordance with the Consumer Rights Act 2015, if an investigation confirms that a training session or module was not carried out with reasonable care and skill, or failed to match its description, the customer is entitled to the following sequential remedies:

• Tier 1: Repeat Performance (Resolution): iungo Solutions will first offer to re-run the affected session, provide 1-to-1 remedial coaching, or transfer the learner to an equivalent module in a future cohort at no additional cost.
  
• Tier 2: Price Reduction / Partial Refund: If a repeat performance is impossible, cannot be done within a reasonable timeframe, or fails to resolve the issue, the customer will be issued a proportionate price reduction (partial refund) matching the value of the compromised training.
  
• Tier 3: Full Refund: A full refund of the commercial fee component will only be issued if there is a fundamental breach of contract—such as a total failure to deliver the core components of the training programme, or if the programme was materially mis-sold.

Document Approval

Authorising Name:	Jessica Leigh Jones
Position:	Group CEO
Signature:
Document Version:	1.0
Date of Release:	10/07/2026
Date Updated:
Date of Next Review:	01/07/2027
Document Classification:	Public