Returns Policy
Otaquas Training Ltd Last updated: April 2026
1. Introduction
This policy sets out the terms under which Otaquas Training Ltd ("we", "us", "our") will consider requests for cancellation, refunds, or returns in relation to online training courses and qualifications purchased through our website or directly with our team. We are committed to treating all learners fairly and in accordance with applicable UK consumer law.
2. Your Legal Rights
As a consumer purchasing a service online, you are protected under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 and the Consumer Rights Act 2015. These regulations entitle you to a statutory 14-day cooling-off period, beginning on the day after your enrolment is confirmed and payment is received.
During this period, you may cancel your enrolment and request a full refund without providing a reason, provided that you have not yet accessed the course materials on our learning platform.
3. Cooling-Off Period — Important Notice Regarding Course Access
By enrolling and making payment, you are agreeing to our terms of service. Please be aware of the following:
If you have not accessed the course platform, you are entitled to a full refund if you notify us in writing within 14 days of your enrolment date.
If you access the course platform within the 14-day cooling-off period, you expressly acknowledge and agree that by doing so, you are waiving your right to a full refund under the Consumer Contracts Regulations 2013. This is in line with the statutory provisions that apply to digital services where the consumer has requested and consented to early access. By ticking the acknowledgement box at checkout, you confirm that you understand and accept this condition.
4. Refund Eligibility — After the Cooling-Off Period
Given the nature of our qualifications — which involve awarding body registration, assessor allocation, and administrative processing that typically occurs within the first weeks of enrolment — we are generally unable to offer refunds once the 14-day cooling-off period has passed.
However, we will consider refund requests on a case-by-case basis in the following exceptional circumstances:
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Serious illness or medical incapacity — supported by a medical certificate or letter from a healthcare professional.
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Bereavement — where the loss of an immediate family member makes continuation of study impossible.
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Significant change in personal circumstances — such as redundancy or a major change in employment status, where continuation cannot reasonably be expected.
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Course cancellation by Otaquas Training Ltd — in the event that we are unable to deliver the programme for any reason, a full refund will be issued.
Requests made under these circumstances must be submitted in writing to info@otaquast.com with supporting documentation. Each request will be reviewed within 10 working days, and we will communicate our decision in writing.
5. Instalment Plans
Where a learner has chosen to pay by monthly instalment, the same cooling-off rights apply in relation to the initial payment. After the 14-day period, instalments remain due in accordance with the agreed payment schedule. Non-payment of instalments does not constitute cancellation and may result in the outstanding balance being referred for collection. Learners experiencing financial hardship are encouraged to contact us at the earliest opportunity to discuss their circumstances.
6. Awarding Body Registration Fees
Please note that awarding body registration fees are paid on your behalf at the point of enrolment. These fees are non-refundable once submitted to the awarding organisation, regardless of the circumstances. This will be clearly deducted from any refund calculation where applicable.
7. Qualification Certificates
Certificates are issued by the awarding body typically within three months of successful course completion. Certificate fees are non-refundable once a certificate has been requested or issued.
8. How to Request a Cancellation or Refund
All cancellation and refund requests must be submitted in writing by emailing info@otaquast.com with the subject line "Cancellation Request — [Your Full Name]". Please include:
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Your full name and contact details
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Your course name and enrolment date
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The reason for your request
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Any supporting documentation where applicable
We will acknowledge all requests within two working days and provide a full decision within 10 working days.
9. Refund Processing
Where a refund is approved, payment will be returned to the original payment method within 14 days of the decision being communicated. We will not issue refunds by any method other than the original payment route.
10. Complaints
If you are dissatisfied with our decision regarding a refund or cancellation request, you may escalate your complaint in accordance with our Complaints Policy, available on our website. You also retain the right to seek independent advice from Citizens Advice or to contact the Competition and Markets Authority if you believe your consumer rights have been breached.
11. Policy Updates
Otaquas Training Ltd reserves the right to update this policy in line with changes to UK consumer law or business operations. The current version will always be published on our website. Continued use of our services following any update constitutes acceptance of the revised policy.
This policy does not affect your statutory rights. Otaquas Training Ltd is registered in England and Wales. For queries relating to this policy, please contact us at info@otaquast.com.
This policy is grounded in the Consumer Contracts Regulations 2013, the Consumer Rights Act 2015, and is informed by the incoming provisions of the Digital Markets, Competition and Consumers Act 2024.