Training course cancellation policy:

If you are unable to attend you may substitute someone else free of charge alternatively, you can elect to have a refund subject to a cancellation fee. Cancellation fees will apply as follows:

0% of course fee if over 10 weeks before the course date

50% of course fee if 4 to 10 weeks before the course date  

100% of course fee if less than 4 weeks before the course date.

Difficult Conversations reserve the right to cancel any training course if it becomes necessary to do so. In the very unlikely event of this happening you will be notified as soon as possible and offered the opportunity to defer your place to an alternative date/location. If you are unable to attend any of the alternatives offered, you will be offered a full refund of the course fee as paid. Difficult Conversations shall not be responsible for any other loss incurred by the customer as a result of a cancellation or reschedule.

Changes to courses advertised: We reserve the right to amend the courses where it's unavoidable or to make other minor changes that may be necessary due to unforeseen circumstances.

Information: All information provided by Difficult Conversations is given in best faith. Difficult Conversations, its directors, members, agents or its staff will not be held responsible for actions taken by the customer, any other individual or organisation as a result of the information provided during training courses or within any publications (printed or otherwise).

Receipt and directions: Your receipt, directions to the course venue and details about timing will be emailed to you following our receiving your booking details and payment. If you have not received these 7 days before the course, please telephone to make sure payment has been received. The cost of refreshments is included in the course fees. The cost of lunch is only included in the course fees if specifically stated in the course information, please check carefully on the website or email reception@difficultconversations.org.uk to confirm. Booking onto a course constitutes a contract between Difficult Conversations and yourself as an individual, you will be liable for payment of the fees and any receipt or invoice will be made out in your name.

Discounts: Discounts on courses are offered from time to time as part of special promotions. To benefit from a discount you must use either the prescribed booking form or discount code when making your booking. If you book at a price and subsequently become aware that you are eligible for a lower price and inform Difficult Conversations before the course date, Difficult Conversations will review your case but will not be bound to make any refund for the difference. No refunds will be made if you inform Difficult Conversations on or after the date of the course.

Definitions: Within these terms and conditions, the terms 'we' and 'Difficult Conversations have the following meaning: Difficult Conversations Ltd. Registered in England and Wales no. 09469199. Registered Office: Harben House, Harben Parade, Finchley Road, London  NW3 6LH, UK.

Financial data: Difficult Conversations Ltd does not store customers' payment card details.

Intellectual property: All materials and presentations used on courses are copyright and may not be reproduced without permission. All intellectual property rights, including copyright, remain the sole property of Difficult Conversations Limited. Any copies made of course materials, The Difficult Conversations Handbook, any other Difficult Conversations SCARS card, or any video content, will be an infringement of copyright unless agreed in writing in advance.


Last updated: 15th May 2018