Cancellation, Rescheduling & Refund Policy
This policy explains how we handle cancellations, rescheduling, refunds, training credits, no-shows, late arrivals, participant substitutions, and changes to scheduled training or appointments.
Overview
We are StartSafe Training & Consulting, Inc. ("StartSafe"), and we reserve course spaces, appointment times, instructors, equipment, travel time, and other resources based on confirmed bookings.
Cancellation and rescheduling rules vary depending on the type of booking. Public training courses and respirator fit-testing appointments generally use a 48-hour cancellation period, while private and group training requires additional notice because resources may be reserved specifically for the customer.
Where this policy states that a credit, reschedule, or other accommodation may be provided at our discretion, it is not automatically guaranteed. We will consider the circumstances and work with customers where reasonable.
Public Training Courses
This section applies to scheduled public courses, including Working at Heights, Working at Heights Refresher, Mobile Elevated Work Platform Training, and other scheduled training courses we offer.
Cancellation 48 hours or more before training
If you cancel at least 48 hours before the scheduled start of your course, you may choose:
- A full refund
- Rescheduling to another available course date
No cancellation penalty applies when at least 48 hours' notice is provided.
Cancellation less than 48 hours before training
Cancellations made less than 48 hours before the scheduled course are non-refundable.
You may contact us to request another training date. We may allow your payment to be applied as a training credit or toward a rescheduled course, but a credit or reschedule is not automatically guaranteed.
No-shows
Participants who do not attend their scheduled course and have not cancelled in advance are considered no-shows.
- No-shows are non-refundable.
- A training credit is not automatically provided.
- A replacement course date is not automatically provided.
We may offer a credit or reschedule where circumstances reasonably justify an accommodation.
Respirator Fit-Testing Appointments
This section applies to individually scheduled respirator fit-testing appointments, including N95 respirator fit testing and half-face respirator fit testing.
Cancellation 48 hours or more before your appointment
If you cancel at least 48 hours before your scheduled appointment, you may choose:
- A full refund
- Rescheduling to another available appointment
Cancellation less than 48 hours before your appointment
Cancellations made less than 48 hours before the appointment are non-refundable.
We may allow the value of the appointment to be transferred to another appointment as a service credit. Any credit or rescheduling accommodation remains at our discretion.
No-shows
Fit-testing no-shows are non-refundable. A replacement appointment or service credit is not guaranteed, although we may provide one where circumstances justify it.
Private & Group Training
Private and group training requires additional cancellation notice because we may reserve an instructor, equipment, travel time, training materials, and an entire training date specifically for the customer.
Cancellation 5 or more business days before training
If you cancel at least 5 business days before the scheduled training date, you may choose:
- A full refund
- Rescheduling to another mutually available date
Cancellation between 48 hours and 5 business days before training
Cash refunds are not provided for cancellations made during this period.
The training may be rescheduled, and the amount already paid may be retained as a training credit and applied toward the future booking.
Cancellation less than 48 hours before training
Cancellations made less than 48 hours before the scheduled training are non-refundable.
Any training credit, rescheduling arrangement, or other accommodation offered in these circumstances is at our discretion.
Unavailable participants, equipment, or training site
If we arrive or are otherwise prepared to provide the scheduled training and the customer, participants, required equipment, or training location are unavailable, the booking is considered non-refundable.
Any rescheduling or credit offered in these circumstances is at our discretion.
Rescheduling
Where rescheduling is permitted under this policy, customers may select another available course or appointment, or arrange another mutually available private training date.
- Existing payment may be applied toward the new booking.
- Rescheduled bookings remain subject to availability.
- If the price of the new training or service is higher, the customer is responsible for paying the difference.
- We do not charge a standard rescheduling fee.
Training Credits
We may issue a training or service credit where a refund is not available but the customer's existing payment is being allowed to remain available for a future service with us.
Unless we confirm otherwise when a credit is issued:
- Credits are valid for 12 months from the date they are issued.
- Credits have no cash value and are normally non-refundable.
- Credits may be applied toward eligible training or services we offer.
- Credits must be used before their expiry date.
- Future bookings remain subject to availability.
- If the future service costs more than the available credit, the customer is responsible for paying the difference.
- Credits may be transferred to another participant with our approval.
- Credits issued to a company or organization may remain attached to that organization rather than an individual employee.
No-Shows & Late Arrivals
No-shows
Unless otherwise stated in this policy, no-shows are non-refundable and do not automatically qualify for a training credit or replacement booking.
We may choose to provide an accommodation where legitimate circumstances justify it.
Late arrivals for public training
Participants are responsible for arriving on time. A participant who arrives late may be refused entry if the delay prevents us from:
- Delivering required instructional time
- Meeting course requirements
- Properly assessing the participant
- Maintaining the scheduled course
Late arrivals for fit-testing appointments
Participants who arrive too late to complete their fit test within the scheduled appointment time may be required to reschedule.
We do not use one universal number of minutes to define a late arrival because different courses and appointments have different timing and participation requirements.
Significant lateness may be treated similarly to a late cancellation. Any credit or rescheduling accommodation may be provided at our discretion.
Course & Appointment Requirements
Customers and participants are responsible for reviewing and meeting clearly communicated requirements for their course, appointment, or service before attending.
A refund is not automatically provided when a participant is unable to complete a service because a required condition was not met.
Examples may include:
- Failure to bring required course prerequisites
- Failure to provide proof of previous training where required
- Arriving with facial hair that prevents compliant respirator fit testing
- Failure to bring a required respirator, filters, PPE, or equipment
- Failure to meet participation requirements
- Unsafe or disruptive behaviour
- Removal from training for safety reasons
We may offer a reschedule or training credit in these circumstances at our discretion.
Participant Substitutions
We may allow another participant to attend in place of the person originally registered.
A substitution may be permitted provided that:
- We are notified before training.
- The replacement participant meets all applicable course prerequisites.
- Required registration information is provided.
- The substitution does not interfere with certification or regulatory requirements.
Participant substitutions can be particularly useful for employer and group bookings when employee availability changes.
Cancellations by Us
If we cancel or postpone a course or appointment, affected customers may choose:
- Rescheduling to another available date
- A full training or service credit
- A full refund
Customers will not be financially penalized for a cancellation initiated by us.
Minimum Course Enrolment
We may establish minimum participant requirements for certain public training courses.
If minimum enrolment is not reached, we may:
- Reschedule the course
- Postpone the course
- Combine sessions where appropriate
- Cancel the course
If we cancel a course because minimum enrolment has not been reached, affected customers may choose:
- A full refund
- A full training credit
- Transfer to another available course date
Refund Processing
Approved refunds will be returned to the original payment method where reasonably possible.
Once a refund has been approved, we will initiate the refund through the applicable payment system.
The amount of time required for the funds to appear in your account may depend on your bank, credit-card company, Stripe, or another payment provider involved in the transaction.
Processing times controlled by banks, credit-card companies, and payment providers are outside our control, so we cannot guarantee the exact date that an approved refund will appear in your account.
Inclement Weather
Weather-related cancellations and postponements are governed by our separate Inclement Weather Policy.
That policy explains how we handle situations where weather or travel conditions may affect the safe delivery of training.
Questions or Booking Changes
If you need to cancel or reschedule a booking, have questions about a training credit or refund, or are unsure how this policy applies to your booking, please contact us.
StartSafe Training & Consulting
Kingston, Ontario
Email: admin@startsafetraining.com
Phone: 613-531-3698
Where possible, please contact us as soon as you know that a booking needs to change. Earlier notice gives us the best opportunity to arrange another available date or appointment.
Your rights under Ontario law
Nothing in this policy limits or removes any rights available to customers under applicable Ontario law.