Makaton Training UK

Makaton Training Booking & Cancellation Policy

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Thank you for choosing Alison Pennington – Makaton Training UK for your Makaton training. This policy sets out the arrangements for confirming, changing or cancelling an organisation's training booking.

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1. Booking Confirmation

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A training booking is confirmed once:

• the training date, delivery format and training requirements have been agreed; and

• full payment has been received.

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Until full payment has been received, the requested training date cannot be considered fully confirmed and may remain available for other bookings.

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For the purposes of this policy, “Client” refers to the person making the booking or acting as the designated contact on behalf of the organisation.

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2. Cancelling or Moving a Training Date

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If the Client needs to cancel or move the agreed training date, at least 31 days' notice must be provided in writing.

The following cancellation terms apply:

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Notice given

                     

31 days or more before the training date       - 100% refund

21–30 days before the training date                - 50% refund

Less than 21 days before the training date     - No refund

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The notice period is calculated from the agreed training date. Requests to cancel or move a booking should be made in writing as soon as possible.

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Where a Client requests to move a training date, the new date will be subject to availability and must be agreed in advance.

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3. Cancellation or Postponement by Alison

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In the unlikely event that Alison Pennington – Makaton Training UK needs to cancel or postpone the training due to illness, an emergency or circumstances beyond her reasonable control, the Client will be contacted as soon as possible.

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Where possible, an alternative training date will be offered and agreed with the Client.

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If an alternative date cannot be agreed, or if the Client does not wish to move the training, a full refund of any payment made for the cancelled training will be provided.

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Any costs incurred by the Client or organisation as a result of the cancellation or postponement will be the responsibility of the Client.

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4. Online Training and Technical Requirements

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For online training, the Client is responsible for ensuring that all participants have access to the equipment and internet connection required to take part in the training.

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Before the training session, the Client should ensure that:

• participants have access to a suitable computer, laptop or other compatible device;

• the device has a working microphone, speakers and camera;

• the internet connection is sufficiently reliable for online video training;

• participants have access to the ZOOM online training platform;

• any necessary software, applications or updates have been installed before the training; and

• participants have been given the joining information and are able to access the session at the agreed start time.

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The Client is responsible for ensuring that participants are available and able to attend the training at the agreed time.

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Where a participant is unable to attend, or is unable to participate fully, because of technical difficulties on the Client's or participant's side, including problems with their device, internet connection, software, microphone, camera or access to the online platform, this will not normally constitute a reason for a refund or cancellation of the training booking.

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Alison will make reasonable efforts to assist with straightforward technical issues during the session where possible. However, training time cannot be guaranteed while individual participants resolve technical problems.

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Technical difficulties affecting Alison's delivery

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Alison will take reasonable steps to ensure that her own equipment, internet connection and online training arrangements are working correctly before the session.

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If technical difficulties on Alison's side occur during an online training session — for example, a temporary loss of internet connection or a problem with her equipment — she will make reasonable efforts to resolve the issue and resume the training as soon as possible.

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Where a technical problem prevents the training from being delivered or completed, Alison will discuss the most appropriate solution with the Client. This may include extending the session where practical, rearranging the affected part of the training, or agreeing an alternative training date.

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If the training cannot reasonably be completed because of a technical problem affecting Alison's delivery, the Client will not be charged for any additional time required to complete the agreed training.

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5. Training Manuals

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Where training manuals have been purchased as part of the booking, any manuals that are not used or distributed on the day of the training remain with the Client/organisation.

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These manuals may be retained by the organisation for future use and do not need to be returned.

6. Certificates

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Certificates of attendance/completion will only be issued to participants who complete the training in full.

Participants who do not complete the full training session will not be eligible to receive a certificate for that training.

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7. Training Numbers and Changes

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The Client should provide accurate information about the expected number of participants when making the booking.

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If participant numbers or training requirements change before the training date, the Client should notify Alison as soon as possible. Any changes to the agreed training arrangements may be subject to availability and may affect the agreed fee.

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8. Agreement to These Terms

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Payment of the training fee confirms the Client's acceptance of this Booking and Cancellation Policy.

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Alison Pennington – Makaton Training UK reserves the right to review or update this policy from time to time. The policy applicable to a booking will be the version provided to the Client at the time the booking is confirmed.

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Last update: September 2026