Payment Plan, Cancellation, Transfer and Refund Agreement
OZONE GROUP TRAINING
Payment Plan, Cancellation, Transfer and Refund Agreement
Version 2.0 | Effective from: 26/07/2026
| This Agreement forms part of Ozone Group Training's Terms and Conditions and is accepted when a learner completes a booking through any booking channel. |
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1. About This Agreement
This Payment Plan, Cancellation, Transfer and Refund Agreement applies to courses, qualifications, training programmes and related services supplied by Ozone Group Property Services Ltd, trading as Ozone Group Training.
In this Agreement, “Ozone Group Training”, “we”, “us” or “our” means Ozone Group Property Services Ltd, trading as Ozone Group Training. “Learner”, “you” or “your” means the person enrolled on or purchasing the course. “Course fee” means the total price of the course before deducting any payment already made. “Scheduled course” means classroom or live online training delivered on specified dates. “Self-paced course” means a course supplied mainly through online access without a fixed attendance date. “Calendar day” includes weekends and public holidays.
By booking a course, making a payment, accepting a payment plan, requesting immediate access, attending training or using the learner portal, you agree to this Agreement. Nothing in this Agreement limits or removes rights that cannot lawfully be excluded under applicable UK consumer law.
2. Course Fees and Booking Confirmation
The total course fee, any initial payment, instalment amounts and payment dates will be shown on the course page, quotation, invoice, booking confirmation or individual payment schedule.
A place is not confirmed until Ozone Group Training has accepted the booking and received any required initial payment. Unless agreed otherwise in writing, payments must be made in pounds sterling and any applicable VAT will be shown separately.
3. Payment Options
Depending on the course, Ozone Group Training may offer payment in full or an approved payment plan. Payment plans are offered at our discretion and may not be available for every course.
A payment plan is a method of paying the complete course fee. It is not a monthly subscription, a pay-as-you-study service, or a right to end liability merely because the learner stops attending, studying or using the course.
4. Standard Payment-Plan Structure
The learner must make the required initial payment when booking.
Unless a different schedule is confirmed in writing, the remaining balance will be divided into two equal instalments.
The first instalment will be due one calendar month after the initial payment date.
Each subsequent instalment will be due on the same calendar day of each following month.
Where a later month does not contain the corresponding calendar day, the instalment will be due on the final calendar day of that month.
Example: if the initial payment is made on 18 January, the remaining instalments will be due on 18 February and 18 March. If the initial payment is made on 31 January, the next instalment will be due on the final calendar day of February.
Where the remaining balance cannot be divided into identical amounts, the final instalment may be adjusted by the small difference. The individual payment schedule supplied to the learner will take priority over this standard structure.
5. Authorisation and Responsibility for Payment
Where an automatic or recurring payment method is used, the learner authorises Ozone Group Training or its payment provider to collect the agreed instalments on the scheduled dates. The learner must keep payment details current and ensure sufficient funds are available.
Cancelling a recurring card authority, standing order or other payment instruction does not cancel the course, the booking or any amount properly due under this Agreement.
6. Late or Missed Payments
A payment becomes overdue when it is not received by the end of the agreed due date. Where a payment is missed, declined or remains overdue, Ozone Group Training may take proportionate action, including:
contacting the learner to request payment;
placing the learner account into a restricted, disabled or “No Verifications” status;
restricting access to learning services or preventing new assignment submissions;
suspending tutor, assessor or internal quality assurance activity;
postponing examinations, professional discussions or practical assessments;
withholding course completion confirmation or certificate processing where legally permitted; and
taking reasonable steps to recover any amount properly due.
An account restriction does not automatically cancel the learner’s enrolment, pause the course validity period, extend any deadline, cancel future instalments or remove an amount properly due.
7. Account Reactivation and Re-entry
Where an account has been restricted because of non-payment, Ozone Group Training may require payment of all overdue instalments, the full remaining course balance and any reasonable re-entry or reactivation fee before access, verification or assessment services are restored.
Partial payment will not automatically reactivate an account unless Ozone Group Training agrees otherwise in writing. Any re-entry or reactivation fee will be communicated before it is applied and will reflect reasonable administrative or third-party costs.
8. Course Validity During Payment Suspension
The course validity period continues from the original enrolment or course start date unless Ozone Group Training agrees otherwise in writing. A payment default, account restriction or period of non-attendance does not automatically pause or extend course access, assignment deadlines, portfolio deadlines, registration periods or examination eligibility periods.
9. Certificates and Completion Documents
Certificates and completion documents will normally be processed or released only when:
the learner has completed all required training and assessment;
all internal assessment and internal quality assurance requirements have been completed in accordance with the awarding organisation’s standards and Ozone Group Training’s Direct Claims Status procedures, where applicable;
all applicable centre certification checks have been completed; and
all properly due course fees have been paid in full.
Ozone Group Training operates Direct Claims Status where applicable and is therefore not required to submit every completed learner portfolio to the awarding organisation before claiming certification. Portfolios and decisions may nevertheless remain subject to internal quality assurance, external quality assurance sampling, audit or regulatory review.
Payment of the total course fee does not guarantee a pass. Completion of assessment does not remove any outstanding contractual payment obligation.
10. Standard Cancellation, Transfer and Refund Terms for Scheduled Courses
The notice period is calculated in calendar days between the date on which a valid cancellation email is received and the scheduled course start date.
| Notice before course | Refund entitlement | Transfer option |
|---|---|---|
| 28 calendar days or more | 100% of the course fee paid | One transfer to another available date without a transfer charge |
| 14 to 27 calendar days | 50% of the total course fee | One transfer to another available date without a transfer charge |
| 7 to 13 calendar days | 25% of the total course fee | One transfer to another available date without a transfer charge |
| Fewer than 7 calendar days | No voluntary refund | One transfer to another available date, subject to availability |
11. How Refunds Are Calculated
Refund percentages are calculated against the total course fee, not merely the amount already paid. Payments already received will be offset against the applicable cancellation charge.
Example: where the total course fee is £1,000, and the learner cancels 20 days before the course, the refund entitlement is 50%, and the cancellation charge is £500. If £700 has already been paid, £200 will be refunded. If only £300 has been paid, a further £200 remains due.
The learner will not automatically be required to pay the entire unpaid course balance following cancellation. The amount due will be limited to the applicable cancellation charge together with any lawful and reasonable non-recoverable third-party costs already incurred for that learner.
12. Transferred or Rescheduled Bookings
A transfer is subject to availability, the learner meeting the relevant entry requirements, payment of any outstanding amount and payment of any difference in course price.
Where a transfer is granted instead of a refund:
the original payment will be applied to the replacement course;
the existing payment-plan obligations will continue unless revised in writing;
only one voluntary transfer is permitted; and
the transferred booking will not qualify for a further voluntary refund or voluntary transfer.
This restriction does not apply where Ozone Group Training cancels the replacement course, makes a material change to its essential delivery format or course content, or where a statutory consumer remedy applies.
13. Failure to Attend or Leaving After the Course Starts
Failure to attend without prior valid written notice will be treated as a cancellation made fewer than seven calendar days before the course. No voluntary refund will normally be available, and a free transfer is not guaranteed.
Once a learner has attended or accessed a scheduled course, no voluntary refund will normally be provided merely because the learner changes their mind, changes employment, no longer requires the qualification, fails to complete assessment, does not attend remaining sessions or does not use the available services.
14. Self-Paced Courses and Immediate Digital Access
For self-paced, guided online and digital courses, access may begin immediately after booking. Refund eligibility will therefore depend on whether portal access or digital materials have been supplied, tutor support has started, assignments have been submitted, registrations or examinations have been arranged, and the extent of services already provided.
By completing a booking through the website, telephone, email, invoice, payment link, in person or any other accepted booking channel, the learner expressly requests Ozone Group Training to begin providing the booked course services immediately where applicable. This includes activating the learner account, providing portal access, supplying digital course content, starting tutor support and completing any necessary administration or registration.
The learner acknowledges that, where services or digital content are supplied before the end of any statutory cancellation period, the learner may be required to pay a proportionate amount for services already supplied and may lose the statutory cancellation right for digital content once supply begins, but only where the applicable legal requirements have been satisfied. This automatic booking term does not remove any right that cannot lawfully be excluded.
15. Statutory Cancellation Rights
A consumer who books online, by telephone or away from Ozone Group Training’s business premises may have a statutory 14-day cancellation right. That period normally begins on the day after the contract is made and is separate from the notice periods measured before a scheduled course date.
Where a statutory right is more favourable to the learner, it will take priority over the standard voluntary cancellation table. Where the learner has requested immediate performance and services have begun, Ozone Group Training may deduct a lawful proportionate amount for services already provided. Nothing in this Agreement excludes statutory remedies for services or digital content that do not meet applicable legal standards.
16. Awarding Organisation, Examination and Third-Party Costs
Where Ozone Group Training has already incurred a non-recoverable cost specifically for the learner, including an awarding organisation registration, examination, venue, software or certification cost, that amount may be deducted from an otherwise payable voluntary refund where the cost was made clear, genuinely incurred, reasonable and lawfully recoverable.
17. Course Cancellation by Ozone Group Training
Where Ozone Group Training cancels a course and cannot provide the agreed service, the learner may choose a transfer to another available date, a suitable alternative course, or a refund of the amount paid for the affected course.
Ozone Group Training is not normally responsible for independently arranged travel, accommodation, childcare, loss of earnings or similar indirect costs, except where liability cannot lawfully be excluded.
18. Trainers, Tutors, Assessors and Operational Changes
Ozone Group Training reserves the right to appoint or substitute trainers, tutors, assessors, internal quality assurers and other staff or contractors at any time. A change of trainer, tutor, assessor or other personnel is an operational decision and does not, by itself, constitute a change to the purchased service or create a right to cancel, transfer or receive a refund.
Ozone Group Training may also make reasonable changes to timetables, venues, online platforms, administrative arrangements and course materials. A refund or alternative remedy will be considered only where Ozone Group Training makes a material change to the essential delivery format, qualification, scheduled dates or substantive course content and cannot provide a reasonably equivalent alternative.
Personal preference regarding a particular trainer, teaching style, pace, personality, accent, communication style or assessor does not, by itself, establish a right to a refund. This clause does not limit any statutory right that cannot lawfully be excluded.
19. Exceptional Circumstances
Ozone Group Training may consider an exception where a learner cannot attend because of a serious and unexpected event outside their reasonable control, such as a significant medical emergency, bereavement involving an immediate family member, serious accident or jury service. Reasonable supporting evidence may be requested.
Possible outcomes may include a transfer, deferral, extension, account credit or another reasonable arrangement. An exception is not guaranteed and will be considered individually and fairly.
20. How to Request a Cancellation, Transfer or Refund
All cancellation, transfer and refund requests must be submitted by email to accounts@ozonegroup.co.uk.
The effective request date is the date on which the email is received by Ozone Group Training. Telephone calls, text messages, WhatsApp messages, social-media messages, conversations with a trainer or other verbal communications do not constitute a valid cancellation, transfer or refund request unless Ozone Group Training subsequently confirms acceptance in writing.
The email should include the learner’s full name, course title, scheduled course date, booking or invoice number, the requested outcome and any supporting information.
21. Processing Approved Refunds
An approved refund will normally be returned using the original payment method within 14 calendar days of approval or within any shorter period required by law. Bank and card-processing times are controlled by the relevant financial institution.
22. Chargebacks and Payment Disputes
Learners should contact accounts@ozonegroup.co.uk before initiating a chargeback so that Ozone Group Training has an opportunity to investigate. A chargeback does not automatically cancel the contract or determine whether an amount is lawfully due.
Ozone Group Training may provide the payment provider with relevant booking, policy-acceptance, access, attendance, communication and payment records. Nothing in this section prevents a learner from using a lawful payment-provider dispute process.
23. Debt Recovery
Where a properly due payment remains outstanding after reasonable notice, Ozone Group Training may issue reminders, suspend services, agree a revised arrangement, refer the balance to a debt-recovery provider or begin legal recovery proceedings. Only lawful, reasonable and properly recoverable costs or interest will be sought.
24. Automatic Acceptance and Evidence of Agreement
A separate paper acceptance form or signature is not required where the learner accepts this Agreement as part of the booking process. Acceptance may be recorded through an online checkbox, confirmed booking, telephone booking record, written email acceptance, invoice or payment-link acceptance, payment of the initial amount, request for immediate course access, attendance or use of the course services.
Ozone Group Training may retain evidence including the learner’s name, booking date and time, account details, IP address where available, policy version, payment record, communications and access records. The version accepted at the time of booking will normally continue to apply to that booking unless a change is required by law or is agreed with the learner.
25. Changes to This Agreement
This Agreement replaces previous general payment-plan, cancellation, transfer and refund policy versions from its effective date. Ozone Group Training may update it to reflect changes in legislation, regulatory guidance, awarding organisation requirements, payment processes or services.
26. Governing Law
This Agreement is governed by the laws of England and Wales. Consumers living elsewhere in the United Kingdom may also benefit from mandatory protections available under the law applying where they live.
27. Contact Details
Ozone Group Property Services Ltd, trading as Ozone Group Training
Website: www.ozonegroup.training
General support: support@ozonegroup.co.uk
Cancellations, transfers and refunds: accounts@ozonegroup.co.uk
Telephone: 0203 488 2554
Registered office: AW House, 6-8 Stuart St, Luton LU1 2SJ
Training centre: AW House, 6-8 Stuart St, Luton LU1 2SJ