Cancellation and refund policy

SAFEGUARDING NETWORK LIMITED

CANCELLATION AND REFUND POLICY

Version 1.0 | Last updated: 28th August 2026

About this policy
1. This Cancellation and Refund Policy sets out when you may cancel a Contract with Safeguarding Network Limited, what you will be charged if you do, and how we deal with refunds and credits.
2. This policy forms part of our Website Terms and Conditions (Memberships, Training and Services) (Terms). Words defined in the Terms have the same meaning in this policy, including Business Customer, Consumer, Charges, Contract, Order, Subscription and Subscription Period.
3. If there is any conflict between this policy and the Terms, this policy prevails in relation to cancellation, refunds and credits.
4. Nothing in this policy affects your statutory rights as a Consumer.

Your statutory cancellation rights (Consumers only)
1. This clause applies only if you are a Consumer. If you are a Business Customer, your cancellation rights are set out in clauses 3 to 8.
2. Because you buy from us at a distance, you generally have 14 days in which to change your mind and cancel, under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. This is called the cancellation period.
3. The cancellation period runs:
  1. for services, including memberships, supervision, training courses and conferences, from the day after the day on which the Contract is made; and
  2. for goods, including planners and diaries, from the day after the day on which you receive the goods.
4. To cancel, please tell us clearly in writing before the cancellation period ends, by emailing accounts@safeguarding.network or by writing to us at Chimmels, Dartington Hall, Totnes, Devon, England, TQ9 6EQ. You may use the model cancellation form set out at the end of this policy, but you do not have to.
5. There are three situations in which you will not have a right to cancel, or will lose it:
  1. where you have asked us to begin supplying a service during the cancellation period and the service has been fully performed before the end of that period;
  2. where you have asked us to give you access to an e-learning course or other digital content during the cancellation period, and you have acknowledged that you will lose your right to cancel once access begins; and
  3. where goods have been personalised for you, or have been unsealed and are not suitable for return for reasons of hygiene.
6. If you asked us to begin supplying a service during the cancellation period and you then cancel before it has been fully performed, you must pay us for the service we have supplied up to the time you told us you had changed your mind. That amount will be in proportion to what has been supplied, compared with the full Charge for the Contract.
7. We will refund you within 14 days of the day on which you tell us you have changed your mind or, for goods, within 14 days of the day on which we receive the goods back or you supply evidence of having sent them back, whichever is earlier.
8. Where you cancel a contract for goods, we will refund the price you paid for the goods together with the cost of standard delivery. We will not deduct any payment processing or transaction fee from that refund. We may reduce the refund to reflect any reduction in the value of the goods caused by your handling them beyond what is necessary to establish their nature, characteristics and functioning.
9. Where you cancel a contract for goods, you must return the goods to us without undue delay and in any event within 14 days of telling us you have changed your mind. You are responsible for the cost of returning the goods.

Memberships and Subscriptions
1. This clause applies to Subscriptions, whether a termly Subscription or an annual Subscription, as set out in the Order. If you are a Consumer, your rights under clause 2 apply in addition to this clause and, where they conflict, they prevail.
2. To cancel a Subscription, please email accounts@safeguarding.network. We will send you a cancellation form to complete and return to us. A supervision contract is not a Subscription, and the termly and annual Subscription Periods described in this clause do not apply to it; cancellation of supervision is dealt with in clause 4.
3. Where you ask to cancel part way through a Subscription Period, your Subscription will continue until the next renewal date and will not renew after that. We do not refund Charges for the unexpired part of a Subscription Period, except where you are a Consumer exercising a statutory right or where we are in breach of the Contract.
4. Where you have received a renewal invoice and you wish to cancel the renewal, you have 28 calendar days from the date of that invoice in which to do so.
5. If you are a Business Customer and you access your account after the renewal invoice has been issued, we will treat that as acceptance of the renewal, and the renewal invoice remains payable. If you are a Consumer, accessing your account will not by itself be treated as acceptance of the renewal, and your statutory cancellation rights under clause 2 are unaffected.
6. If more than 28 calendar days have passed since the date of the renewal invoice, the invoice remains payable and the Subscription will run to the end of the renewed Subscription Period.
7. Cancelling a Subscription takes effect in accordance with this clause whether or not there are outstanding invoices on your account. Any outstanding invoice for Services already provided remains payable.
8. Where you have signed up to a fixed price or price freeze contract, you commit to the Subscription for the whole of the fixed term, which is the period set out in the Order and may comprise more than one Subscription Period. Your Subscription will continue to renew automatically at the end of each Subscription Period falling within the fixed term. Such a contract may be cancelled only with effect from the end of the fixed term, by written notice given before the fixed term expires. This does not affect the rights of a Consumer under clause 2.

Supervision services
1. A supervision contract runs for 12 months and renews automatically unless you give us at least 6 weeks' written notice before the renewal date.
2. When you enter into a new supervision contract, you may cancel it within 14 days of the date on which you entered into it. This does not apply to renewals.
3. Unless you ask us to do otherwise, we will not begin making arrangements with supervisees until the 14 day period in clause 4.2 has expired. If, at your request, we begin making those arrangements during that period and you then cancel within it, we may charge you for the time we have reasonably spent, at our then current hourly rate.
4. If a supervision session is arranged and the supervisee does not attend, the session is treated as having been offered and the Charge remains payable. A request to rearrange a session made less than 2 working days before it is due is at the supervisor's discretion and may incur a fee.
5. If you are a Consumer, nothing in this clause limits your statutory rights, including your right to cancel under clause 2, and no charge under this clause will exceed the costs we have actually incurred.

Training courses and conferences
1. You may transfer a booked place to another suitable individual within your organisation at any time, including on the day of the event, by emailing contact@safeguarding.network. There is no charge for a transfer.
2. If you cannot attend and cannot transfer your place, we may, at our discretion, transfer your booking to another event. Please contact us as early as possible, and no later than 3 working days before the course start date.
3. All cancellations must be made in writing to contact@safeguarding.network. Where you cancel, we will place a credit on your account which you may use against future bookings. The value of that credit is set out in clauses 5.4 and 5.5.
4. For online courses, the credit is:
  1. 100% of the Charge, where you cancel 14 or more days before the start of the course;
  2. 75% of the Charge, where you cancel at least 7 but fewer than 14 days before the start of the course;
  3. 50% of the Charge, where you cancel at least 3 but fewer than 7 days before the start of the course; and
  4. no credit, where you cancel fewer than 3 days before the start of the course.
5. For in person events, the credit is:
  1. 100% of the Charge, where you cancel 6 or more weeks before the start of the event;
  2. 75% of the Charge, where you cancel at least 4 but fewer than 6 weeks before the start of the event;
  3. 50% of the Charge, where you cancel at least 2 but fewer than 4 weeks before the start of the event; and
  4. no credit, where you cancel fewer than 2 weeks before the start of the event.
6. If you do not attend a course and you have not transferred your place under clause 5.1 or cancelled in writing under clause 5.3, the full Charge for the course remains payable and no credit will be given.
7. If you are a Consumer, clauses 5.4 to 5.6 do not limit your statutory right to cancel within the cancellation period described in clause 2, and where that right applies you will receive a refund rather than a credit, subject to clause 2.6.

Commissioned work
1. Where you wish to amend a booking for commissioned work, we will, wherever possible, postpone or rearrange it to a mutually convenient time. We may charge you for any costs we have already incurred.
2. Where commissioned work is cancelled, the following charges apply, calculated on the quoted cost of the work:
  1. no charge, where you give more than 3 months' notice;
  2. 50% of the quoted cost, where you give at least 1 month but not more than 3 months' notice;
  3. 75% of the quoted cost, where you give at least 2 weeks but less than 1 month's notice; and
  4. 90% of the quoted cost, where you give less than 2 weeks' notice.
3. The charges in clause 6.2 reflect the costs we incur and the fact that we are unlikely to be able to resell the reserved time at short notice. They are not a penalty.
4. Commissioned work is supplied to organisations. If you are a Consumer, clause 6.2 does not apply to you; instead you may cancel under clause 2, and where you have asked us to begin work during the cancellation period you will pay only for the work actually supplied, in accordance with clause 2.6.

E-learning courses
1. E-learning is charged when access is granted, not when the course is completed. Once access has been granted, the Charge is not refundable, except where you are a Consumer and clause 2 applies, or where we are in breach of the Contract.
2. Where a subscribing organisation grants a user access to an e-learning course in error, access may be revoked and no charge will be made, provided that the user has not started the course. Where the user has started the course, the Charge is payable. You must tell us promptly about any such error.

Publications, planners and diaries
1. Publications may be returned within 14 days of receipt. The goods must be unused, in their original condition and suitable for resale.
2. If you are a Business Customer, you are responsible for the cost of return postage, and we may refuse a refund where an item is returned damaged, marked, personalised or otherwise not in a resalable condition. Where a Business Customer returns goods otherwise than because of our breach, we may deduct from the refund the payment processing fees we have incurred and cannot recover.
3. If you are a Consumer, clause 2 applies and we will refund you in accordance with clauses 2.7 and 2.8.
4. Returns should be sent by tracked delivery to Safeguarding Network, Chimmels, Dartington Hall, Totnes, Devon, England, TQ9 6EQ. Please tell us first by emailing accounts@safeguarding.network.
5. If your order has not arrived, please tell us as soon as possible, and in any event within 10 days of dispatch for United Kingdom deliveries or 15 days for overseas deliveries, so that we can investigate with Royal Mail. If you are a Consumer, this does not affect your statutory rights and we will not refuse a remedy solely because you told us after that period.

Where we cancel or reschedule
1. We may cancel or reschedule a course, conference or supervision session where circumstances beyond our reasonable control require it.
2. Where we do, you may choose an alternative date, a credit on your account for the full Charge, or a full refund of the Charge.
3. Where we cancel and you are a Consumer, we will refund you within 14 days.

Duplicate payments
1. If you pay the same invoice more than once, we will refund the overpayment.
2. Where the duplicate payment arose from your error, we will deduct from the refund the transaction or processing fees charged to us by our payment provider in respect of the duplicate payment which we are unable to recover from that provider. We will tell you the amount of the deduction before we make the refund.
3. Clause 10.2 does not apply where the duplicate payment arose from our error, and it does not apply to any refund due to you under clause 2 or otherwise under your statutory rights as a Consumer.

Credits and refunds
1. Where a credit is placed on your account, it may be used against any future booking with us. Unless we say otherwise, a credit is valid for 12 months from the date it is issued and cannot be exchanged for cash.
2. Where a refund is due, we will make it to the payment method you used for the original transaction, unless we agree otherwise with you.
3. Where an invoice remains unpaid, we may set off any credit or refund due to you against that invoice, unless you are a Consumer.

Complaints
1. If you are unhappy with a decision we make under this policy, please tell us by writing to contact@safeguarding.network. Our complaints and dispute resolution procedure is set out in our Website Terms and Conditions.

Model cancellation form (Consumers)

To Safeguarding Network Limited, Chimmels, Dartington Hall, Totnes, Devon, England, TQ9 6EQ, accounts@safeguarding.network:

I/We hereby give notice that I/we cancel my/our contract of sale of the following goods / for the supply of the following service:

Ordered on / received on:

Name of consumer:

Address of consumer:

Signature of consumer (only if this form is notified on paper):

Date:

KCSiE 2026

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