NeuroDiverse Community CIC
Last updated: 14 July 2026

1. About this policy

This policy explains the terms that apply when purchasing or booking the following from NeuroDiverse Community CIC, referred to in this policy as “NDC”, “we”, “us” or “our”:

  • Community sessions, groups and activities;

  • Online and in-person training;

  • Merchandise and physical products; and

  • Digital resources and online downloads.

By making a purchase or booking, the purchaser agrees to this policy.

Nothing in this policy excludes, restricts or replaces any statutory rights that a consumer may have under the Consumer Rights Act 2015, the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 or any other applicable law.

2. Community sessions, groups and activities

Places at NDC sessions are limited. Session fees contribute towards costs including staffing, venue hire, materials, administration and programme delivery, many of which are committed before the session takes place.

Customer cancellations

Session fees are non-refundable where a participant:

  • Cancels their attendance;

  • Does not attend;

  • Arrives too late to take part safely or meaningfully; or

  • Chooses to leave before the session has finished.

Where notice is provided before the session begins, the amount paid may be held as a credit in lieu and transferred once to another suitable NDC session of equal value, subject to availability.

Where the replacement session costs more, the customer must pay the difference. Where it costs less, the remaining balance will remain as credit and will not normally be refunded in cash.

Credits:

  • Cannot normally be exchanged for cash;

  • Cannot be transferred to another person without NDC’s agreement;

  • Must be used for an appropriate NDC session or service; and

  • May be refused where a participant repeatedly cancels, transfers or fails to attend bookings.

NDC may consider exceptional circumstances at its discretion. Any discretionary decision applies only to that particular booking and does not create an obligation to make the same decision in future.

Cancellation by NDC

Where NDC cancels a session, the customer will be offered:

  1. A transfer to a rescheduled or alternative session;

  2. A credit for another suitable NDC session; or

  3. A full refund of the session fee.

Where NDC cannot provide a suitable replacement session within a reasonable period, any credit relating to a session cancelled by NDC may be refunded.

NDC is not responsible for indirect or additional expenses, such as travel, accommodation or childcare costs, unless liability cannot legally be excluded.

3. Training bookings

This section applies to live online training and in-person training delivered by NDC.

Recorded courses, downloadable training packs and other digital materials are governed by the digital resources section of this policy.

Online training

A customer must provide at least 24 hours’ written notice before the advertised start time to receive a refund for a live online training booking.

Where fewer than 24 hours’ notice is provided, or the customer does not attend, the booking will be non-refundable.

In-person training

A customer must provide at least 48 hours’ written notice before the advertised start time to receive a refund for an in-person training booking.

Where fewer than 48 hours’ notice is provided, or the customer does not attend, the booking will be non-refundable.

General training conditions

Cancellation notice must be received in writing through the contact details shown on NDC’s website, invoice or booking confirmation. The notice period is calculated from the scheduled start time of the training.

Where the required notice is provided, the customer may request:

  • A full refund;

  • A transfer to another available training date; or

  • A credit towards another suitable NDC training course.

Where permitted by the relevant booking, a customer may nominate a substitute attendee without charge. NDC must be notified before the training begins, and the substitute attendee must meet any eligibility, safeguarding or professional requirements attached to the course.

Failure to access an online course because of the customer’s equipment, internet connection, software or failure to check joining instructions will normally be treated as non-attendance. This does not apply where the access problem was caused by NDC’s systems or arrangements.

Training booked within 14 days of delivery

Where a consumer books training online, by telephone or away from NDC’s business premises, statutory cancellation rights may apply.

If the customer asks NDC to begin or fully deliver the training during the statutory cancellation period:

  • The customer may be required to pay a reasonable and proportionate amount for training already provided before cancellation; and

  • The statutory right to cancel may end once the training has been fully delivered, provided the customer expressly requested early performance and acknowledged that the right to cancel would be lost following full performance.

These statutory provisions take priority over the standard 24-hour and 48-hour cancellation rules.

Organisational and business bookings

Where training is purchased wholly or mainly for business, professional, organisational or commercial purposes, statutory consumer cooling-off rights will not normally apply.

Bespoke, commissioned or closed-group training may be subject to additional cancellation terms stated in the proposal, service agreement, invoice or booking confirmation. Where additional terms conflict with this general policy, the specific written booking terms will apply, subject to applicable law.

Cancellation by NDC

Where NDC cancels training, customers will be offered:

  • A place on a rescheduled course;

  • A transfer to an equivalent course;

  • A credit; or

  • A full refund.

NDC may change the trainer, delivery platform or training venue where reasonably necessary, provided this does not materially reduce the content or quality of the training.

4. Merchandise and physical products

Change-of-mind returns

Customers may request to return merchandise because they have changed their mind, provided that:

  • NDC is notified within 14 days of the customer receiving the item;

  • The item is returned within 14 days after the customer tells NDC that they wish to cancel;

  • The item has not been damaged, altered, personalised, washed or used beyond what is reasonably necessary to inspect it;

  • Any labels, packaging and accessories are returned where reasonably possible; and

  • Proof of purchase is provided.

Customers are responsible for arranging and paying the return postage for change-of-mind returns.

The customer remains responsible for the item until it is received by NDC. Customers are therefore advised to obtain proof of postage and use an appropriate tracked or insured postal service.

NDC may reduce the refund where the value of an item has been diminished because it was handled beyond what would reasonably be permitted when examining an item in a shop.

Refunds for returned merchandise

Once an eligible item has been received and inspected, NDC will refund the purchase price using the original payment method.

For qualifying online orders, NDC will also refund the cost of the least expensive standard delivery method offered when the order was placed. Additional charges for premium, express or enhanced delivery will not normally be refunded.

NDC may withhold the refund until:

  • The returned item has been received; or

  • The customer provides satisfactory evidence that the item has been returned.

Refunds will normally be processed within 14 days of NDC receiving the returned item or satisfactory evidence of return.

Items that cannot be returned because of a change of mind

Unless faulty, incorrectly supplied or misdescribed, change-of-mind returns may not be accepted for:

  • Personalised or custom-made merchandise;

  • Items made to the customer’s specification;

  • Sealed goods that are unsuitable for return for health protection or hygiene reasons once unsealed; or

  • Items damaged through misuse, neglect, washing contrary to instructions or normal wear and tear.

Faulty, damaged, incorrect or misdescribed merchandise

Customers should contact NDC as soon as reasonably possible if an item is:

  • Faulty;

  • Damaged when received;

  • Incorrectly supplied;

  • Unsafe; or

  • Not as described.

Where merchandise does not meet the customer’s statutory rights, NDC will provide an appropriate remedy, which may include a repair, replacement, price reduction or refund.

NDC will cover reasonable return costs where an item is confirmed to be faulty, damaged when supplied, incorrect or misdescribed. Customers should contact NDC before returning the item so that suitable return arrangements can be provided.

Nothing in this section affects the customer’s statutory right to reject qualifying faulty goods.

5. Digital resources and online downloads

Digital resources include downloadable documents, templates, guides, workbooks, visual resources, recorded content and other electronically supplied materials.

Immediate access and loss of cancellation rights

Digital resources are non-refundable once downloading, streaming or electronic access has begun, provided that before access begins the customer:

  • Expressly agrees to receive the digital content immediately;

  • Acknowledges that access will begin before the end of the statutory cancellation period; and

  • Acknowledges that the statutory right to cancel will be lost once the supply of the digital content begins.

Customers should check that they are purchasing the correct resource and that their device can open the stated file type before completing the purchase.

Not opening, reading, printing or using a resource after it has been successfully supplied does not create a right to a refund.

Cancellation before access begins

Where a consumer purchases digital content online but downloading, streaming or access has not yet begun, the customer may retain a statutory right to cancel within 14 days of entering into the contract.

Faulty digital content

The restriction on refunds does not affect statutory rights where digital content is faulty, corrupted, inaccessible because of a problem within NDC’s control, materially different from its description or not supplied with reasonable care.

Customers experiencing a technical problem must contact NDC with:

  • Their name and order details;

  • The name of the resource;

  • A description of the problem; and

  • Screenshots or error messages where available.

NDC will first make reasonable attempts to repair, replace or provide access to the resource. A refund or price reduction may be provided where required by law or where the problem cannot be resolved within a reasonable period.

A customer will not be entitled to a refund where the issue is caused solely by incompatible equipment, unsupported software, insufficient device storage or another matter that was clearly explained before purchase.

6. Duplicate and incorrect payments

Customers should contact NDC promptly where they believe they have:

  • Been charged more than once;

  • Paid an incorrect amount;

  • Purchased the same item or resource more than once by mistake; or

  • Had a payment taken without their authority.

NDC will investigate the payment and refund any amount confirmed as having been taken incorrectly.

7. How to request a cancellation, return or refund

Requests must be made using the contact details shown on the NDC website, booking confirmation, receipt or invoice.

The request should include:

  • The purchaser’s full name;

  • The booking or order reference;

  • The email address used for the purchase;

  • The session, training, merchandise or resource concerned;

  • The date of purchase; and

  • The reason for the request where the item is alleged to be faulty, damaged or incorrectly supplied.

Customers do not need to provide a reason when exercising a statutory change-of-mind cancellation right.

Merchandise should not be returned until NDC has confirmed the appropriate return address and instructions.

A cancellation is effective from the date the customer sends a clear written statement confirming their decision to cancel. Customers do not have to use any particular wording or cancellation form.

8. Refund method

Where a refund is due, it will normally be issued:

  • To the original payment method;

  • In pounds sterling;

  • Without an additional administration charge; and

  • Within the applicable legal or contractual timeframe.

NDC is not responsible for delays caused by the customer’s bank, payment provider or card issuer after the refund has been submitted.

Where the original payment method is no longer available, NDC may request reasonable evidence before issuing the refund through another method.

9. Exceptional circumstances

NDC recognises that emergencies, illness, military duties, deployment-related circumstances, bereavement and other significant events can affect attendance.

Customers may contact NDC to explain exceptional circumstances. NDC may offer a transfer, credit or refund at its discretion, taking into account:

  • The notice provided;

  • Costs already incurred;

  • Whether the place can reasonably be offered to someone else;

  • The nature of the circumstances; and

  • Any legal obligations or accessibility considerations.

This discretionary provision does not guarantee a refund.

10. Statutory rights and complaints

Nothing in this policy limits any rights or remedies that cannot legally be excluded.

Where a customer is dissatisfied with a decision, they may request that it be reviewed under NDC’s complaints procedure.

This policy is governed by the laws of England and Wales. Consumers living elsewhere in the United Kingdom retain any rights to bring proceedings in their home jurisdiction where applicable.

11. Changes to this policy

NDC may update this policy to reflect changes to its services, operational requirements or applicable law.

The policy in force on the date of the relevant purchase or booking will normally apply to that transaction unless a change is required by law or is more favourable to the customer.