Cancellation and Complaints Policy
A clear process for changing a confirmed booking, cancelling a program, reporting a delivery concern, and seeking a practical resolution.
1. Scope and how to contact us
This policy applies to confirmed online learning programs provided by Quenell Faculty. A confirmed booking is one whose program, scope, schedule or scheduling process, and fee have been accepted in writing. A local enquiry reference generated on the website is not a booking and does not require cancellation because the enquiry window does not transmit a request or take payment.
Send a cancellation, rescheduling request, or complaint to learning@quenellfaculty.com using your own email application. Include your name, the program, the scheduled first session or relevant session date, and the booking or invoice details available to you. If you first raise an issue by phone, we may ask for a written summary so that the request and its timing are clear.
2. Before you book
We confirm the program, number of sessions, learning format, dates or agreed scheduling process, participant arrangement, total fee, and payment terms before accepting a booking. Please check your availability, time zone, device, internet connection, and ability to use the agreed online platform before confirming.
Tell us about an accessibility or participation requirement as early as possible. We will discuss reasonable arrangements within the service scope before you decide whether to proceed. If a special booking condition differs from this policy, it should be made clear and accepted in writing before payment, without overriding a right that the applicable law makes mandatory.
3. Cancellation before the program begins
If you cancel at least seven calendar days before the scheduled first session, we provide a full refund of the program fee paid for the cancelled booking. If you cancel fewer than seven calendar days before the first session but before the program has begun, we refund the paid fee less 20% of the program fee to reflect short-notice scheduling and preparation, unless we can reasonably avoid those costs or a more favourable mandatory right applies.
If a booking is accepted less than seven days before it begins, this short-notice rule is explained as part of the written confirmation. No deduction is made for a service that was never accepted or a payment made in error. If no start date has been agreed and no delivery has begun, cancellation normally receives a full refund, subject to any separately requested work expressly agreed and already delivered.
4. Rescheduling a session
A participant may request a change to a scheduled session at least 48 hours before its start. We will offer a reasonable alternative where the program structure and availability allow. One such participant-requested change per program is normally provided without a separate administration fee.
A request made within 48 hours is considered individually. A missed or late-cancelled session may be treated as delivered when the agreed instructor time could not reasonably be reassigned, but we will consider genuine exceptional circumstances and practical alternatives. In a small-group arrangement, changing one participant’s availability does not automatically change the schedule for the whole group.
5. Cancellation after a program has started
If you decide to stop after the program has begun, notify us as soon as possible. We will calculate the fee attributable to sessions already delivered and any session properly treated as used under the scheduling terms. The remaining fee for undelivered sessions is normally refundable; we do not add the separate 20% pre-start cancellation deduction to that calculation.
For a listed multi-session program, the starting point for apportionment is the total program fee divided by the number of included sessions, unless a different allocation was clearly agreed before booking. Course materials already supplied are not assigned a new, undisclosed charge after cancellation. Mandatory rights concerning digital content or partially performed services continue to apply.
6. Changes or cancellation by Quenell Faculty
If we cannot deliver a scheduled session, we will explain the issue and offer a reasonable replacement date. If a proposed replacement or material change is unsuitable and no acceptable alternative is agreed, you may cancel the affected undelivered part and receive an appropriate refund. If we cancel the whole program before it starts, the program fee paid is refunded in full.
If a platform failure or another circumstance outside reasonable control prevents useful delivery, we will first consider a replacement session or another agreed solution. We do not automatically count an undelivered session as completed merely because its scheduled time has passed. The treatment of a disruption depends on the actual circumstances and any applicable consumer protections.
7. Problems with delivery or course suitability
If a session does not take place, important promised materials are missing, the delivered scope materially differs from the agreed program, or you experience another specific service problem, contact us promptly. Explain what was agreed, what happened, and what outcome you are seeking. This helps us distinguish a delivery issue from a preference that could be addressed by clarification or a different exercise.
Depending on the concern, a reasonable response may include an explanation, correction of materials, additional clarification within scope, replacement delivery, a proportionate refund, or cancellation of an undelivered part. We do not guarantee a particular career or business result, but that does not remove our responsibility for providing the agreed learning service with reasonable care and skill.
8. Complaint handling
Please mark a written complaint clearly and include your contact details, the relevant program, dates, a concise description of the problem, and copies of useful correspondence. Share only information needed to understand the issue. We aim to acknowledge a complaint within three business days and provide a substantive response within ten business days after receiving the information reasonably needed to review it.
If the matter requires longer, we will explain why and provide an expected next update. We may ask questions, check the booking terms, review relevant materials, or discuss possible remedies. We consider a complaint on its merits and do not require a favourable review or withdrawal of honest criticism as a condition of considering a resolution.
9. Refund processing and further review
Once a refund amount has been agreed or determined under this policy, we aim to initiate it within ten business days, normally using the original payment method where practical. The time for a bank or payment provider to display funds is outside our direct control. We will explain if information is needed to complete a refund safely.
If you believe a complaint response has overlooked an important point, reply with the issue you want reconsidered and any additional relevant information. You remain free to pursue a remedy through a payment provider, regulator, court, or other body where legally available. Our internal complaint process does not require you to abandon a mandatory right or allow a legal deadline to expire.
10. Business days, fair application, and updates
For the response targets in this policy, business days mean Monday to Friday, excluding applicable public holidays affecting our operation. Cancellation timing is assessed against the session schedule and time zone confirmed for the booking. We keep reasonable records of requests and responses to apply the policy consistently.
This policy applies subject to mandatory consumer rights and any more favourable cancellation arrangement accepted in writing for a booking. A later update does not retrospectively remove a cancellation right already agreed for an existing booking. The current version is identified by the update date above; contact us if you need to confirm which version applies to your arrangement.
Contact Quenell Faculty
EMAIL: learning@quenellfaculty.com
ADDRESS: 510 George St, Jackson, MS 39202
PHONE: +16627768022