Refund & Cancellation Policy

1. Client cancellation notice periods

• 21 or more days before delivery: the session may be cancelled with no balance payable. The deposit is non-refundable but may be transferred to a rescheduled date within 12 months.
• 8–20 days before delivery: 50% of the total fee is payable and is non-refundable.
• 7 days or fewer before delivery: 100% of the total fee is payable and is non-refundable, as facilitator time has been committed.

All cancellations must be made in writing to info@primaskills.co.uk. The notice period runs from the date we receive your written notice.

2. Deposits

Deposits secure a facilitator and a date in our schedule and are therefore non-refundable, except where we cancel the session or cannot provide a suitable facilitator. Deposits may be transferred once to a rescheduled date where notice of at least 21 days is given.

Fees are payable in pounds sterling (GBP) or US dollars (USD), as stated on the invoice.

3. Rescheduling

• One reschedule per booking is permitted free of charge with at least 21 days' notice, subject to facilitator availability.
• Reschedules requested with 8–20 days' notice incur an administration fee of 25% of the total fee.
• Reschedules requested with 7 days' notice or fewer are treated as a cancellation and rebooking.
• Rescheduled sessions must take place within 12 months of the original date.

4. If we cancel a session

If Prima Skills Ltd cancels a confirmed session for any reason, we will first offer a replacement facilitator of equivalent experience or an alternative date of your choosing. If neither is acceptable, we will refund all fees paid for the affected session in full, including the deposit, within 14 days.

We are not liable for indirect costs associated with a cancellation, such as staff time, travel or lost productivity.

5. Technical disruption

If a session cannot proceed due to a failure on our side or the facilitator's side (for example a platform or connectivity failure), we will reschedule at no cost or refund the affected portion of the fee. Disruption caused by the client's own IT environment does not qualify for a refund.

6. How to request a refund

Email info@primaskills.co.uk with your booking reference and the reason for the request. We aim to respond within 5 working days, and approved refunds are processed to the original payment method within 14 days.