Wiltshire Money

Training Cancellation, Substitution and Refund Policy

Booking training?

If you are applying for a CRF-funded place, you should also read our CRF-funded Training Places Eligibility and Allocation Policy, which explains eligibility requirements, allocation priorities and the conditions attached to funded places.

At a Glance

What does this policy cover?

✅ Paid training bookings

✅ Training cancellations and refunds

✅ Substitute attendees

✅ Waiting lists

✅ Non-attendance

✅ Training events cancelled or changed by Wiltshire Money

Cancelling a paid booking

✅ Full refund where cancellation is received at least 14 calendar days before the training event.

⚠️ Cancellations received fewer than 14 calendar days before the training event will not normally be refunded.

⚠️ Wiltshire Money may, at its discretion, offer a transfer or credit where this can be arranged without financial loss.

Substitutions

✅ An organisation may normally nominate a substitute from the same organisation before the training begins.

✅ Substitutions must be approved by Wiltshire Money.

❌ Places must not be transferred to another organisation without prior written agreement.

Waiting lists

✅ Cancelled places may be offered to individuals or organisations on a waiting list.

⚠️ Joining a waiting list does not guarantee a place.

Funded training places

✅ CRF-funded places are subject to additional eligibility, allocation, cancellation and attendance requirements.

📄 Please also read the Wiltshire Money CRF-funded Training Places Eligibility and Allocation Policy.

Non-attendance

⚠️ Repeated non-attendance or late cancellation without good reason may be taken into account when considering future bookings or applications for limited-capacity training opportunities.

⚠️ Additional conditions may apply to funded training places.

If Wiltshire Money cancels or changes a training event

✅ Wiltshire Money will notify attendees as soon as reasonably practicable.

✅ Paid bookings may be refunded or transferred to an alternative session where appropriate.

✅ Wiltshire Money will not apply cancellation or administration charges where it cancels or reschedules a training event.

How do I notify Wiltshire Money?

📧 Cancellation and substitution requests should be sent to: [email protected]

⚠️ Requests are treated as received when they arrive in the Wiltshire Money mailbox.

Policy purpose and scope

This policy applies to bookings for training commissioned by Wiltshire Money, except where different terms are stated in the training event information or booking confirmation.

Separate conditions may apply to funded training places. Conditions applying to Crisis and Resilience Fund (CRF) funded places are set out in the Wiltshire Money CRF-funded Training Places Eligibility and Allocation Policy. Where the two policies are inconsistent, the Eligibility and Allocation Policy takes precedence in relation to CRF-funded places.

Wiltshire Money does not deliver training directly. It commissions training from external providers and administers bookings on behalf of participating organisations. This policy is intended to support fair and consistent management of cancellations, substitutions, refunds and non-attendance.

Joining instructions and communication

  • Joining instructions and links will be emailed to the attendees prior to the session. 
  • Attendees are responsible for ensuring that the email address supplied remains valid and capable of receiving communications from Wiltshire Money.
  • Wiltshire Money cannot accept responsibility where joining instructions are blocked by organisational security settings or spam filters.

Payment 

  • Where a training event fee is payable, the organisation making the booking must provide accurate invoicing details at registration.
  • Unless Wiltshire Money agrees otherwise in writing, training event fees must be paid by the payment deadline shown on the invoice or booking confirmation and before the training takes place.
  • Wiltshire Money may cancel an unpaid booking if payment has not been received by the applicable deadline.
  • Invoicing details may also be requested for funded places where an administration charge could become payable under the relevant funded-place conditions.

Paid booking cancellations and refunds

  • For paid bookings, a cancellation received at least 14 calendar days before the scheduled start date of the training event will qualify for a full refund.
  • A cancellation received fewer than 14 calendar days before the scheduled start date, or failure to attend, will not normally qualify for a refund.
  • Where a cancellation is received fewer than 14 calendar days before the training event, Wiltshire Money may, at its discretion, transfer the booking to another session or issue a credit where this can be arranged without financial loss to Wiltshire Money. This is not guaranteed.

Funded places

  • Funded places are subject to the conditions of the relevant funding programme. For CRF-funded places, the rules on cancellation, substitution, non-attendance, administration charges and future allocation decisions are set out in the Wiltshire Money CRF-funded Training Places Eligibility and Allocation Policy.
  • For details of eligibility criteria, allocation priorities, waiting-list arrangements, cancellation rules and administration charges applying to CRF-funded places, please refer to the Wiltshire Money CRF-funded Training Eligibility and Allocation Policy.
  • Organisations applying for or accepting a CRF-funded place should read this policy alongside the Wiltshire Money CRF-funded Training Places Eligibility and Allocation Policy. The Eligibility and Allocation Policy contains the specific conditions governing funded places and takes precedence where the two policies address the same subject matter.
  • The paid-booking refund provisions in this policy do not apply to a place for which the attendee or their organisation has paid no training event fee.

Substitutions

  • An organisation may normally nominate a substitute from the same organisation at any time before the training begins.
  • The substitution request must be made in writing and include the substitute’s name, email address, role and any other information reasonably needed to administer the booking.
  • A substitution takes effect only when confirmed by Wiltshire Money.
  • Wiltshire Money may refuse a substitution where the substitute does not meet applicable eligibility, funding or training event-entry requirements.
  • A place must not be transferred to another organisation without Wiltshire Money’s prior written agreement.
  • Where an eligible substitute is accepted, the original attendee’s inability to attend will not be treated as a cancellation or non-attendance.

Reallocation and waiting lists

  • Wiltshire Money may offer a cancelled place to an eligible person or organisation on the relevant waiting list.
  • Joining a waiting list does not guarantee that a place will become available. A place is confirmed only when Wiltshire Money issues written confirmation to the replacement attendee or organisation.
  • CRF-funded places will be reallocated in accordance with the eligibility, prioritisation, organisational limits and waiting-list provisions in the CRF-funded Training Places Eligibility and Allocation Policy.

Non-attendance and repeated cancellations

  • Organisations are responsible for taking reasonable steps to ensure that named attendees are available to attend the training booked.
  • Repeated non-attendance or late cancellation without good reason may be recorded and taken into account proportionately when Wiltshire Money considers future bookings or applications for places where capacity is limited.
  • Any decision affecting a CRF-funded application will be made in accordance with the CRF-funded Training Places Eligibility and Allocation Policy.

Exceptional circumstances

  • Wiltshire Money may waive a cancellation or administration charge where it considers this fair and reasonable because of exceptional circumstances. These may include sudden illness, bereavement, significant service disruption or another event outside the reasonable control of the attendee or their organisation.
  • Requests should be made as soon as reasonably practicable and should include sufficient information to explain the circumstances. Wiltshire Money may request reasonable supporting information where necessary.
  • Each request will be considered on its individual circumstances. The examples above do not create an automatic entitlement to a waiver.

Wiltshire Money cancellations

  • Wiltshire Money reserves the right to:
    • cancel or postpone training events;
    • change the venue, delivery platform or format;
    • substitute trainers or facilitators;
    • amend timings where necessary.
  • Wiltshire Money will notify booked attendees of a material change as soon as reasonably practicable.
  • If Wiltshire Money cancels a paid training event and does not provide a suitable alternative, all training event fees paid will be refunded. Alternatively, the booking may be transferred to a rearranged or alternative event with the agreement of the organisation that made the booking.
  • If Wiltshire Money reschedules a training event or makes a material change that prevents an attendee from participating, the organisation may request a refund or transfer of any fees paid.
  • Wiltshire Money will not apply a cancellation or administration charge where it cancels or reschedules the training event.
  • Unless otherwise agreed in writing, Wiltshire Money will not reimburse travel, accommodation, subsistence, staff time or other consequential costs arising from the cancellation, postponement or alteration of a training event. Attendees are advised not to make non-refundable travel or accommodation arrangements unless necessary.

Notification requirements

  • Cancellation and substitution requests must be sent by email to [email protected].
  • A request will be treated as received on the date it reaches the Wiltshire Money mailbox. The person submitting the request should retain the acknowledgement or other evidence of submission.
  • Where an attendee is unable to attend because of an emergency on the day of the training event, the attendee or their organisation should notify Wiltshire Money as soon as reasonably practicable.