Course Fees & Payment

• Fees must be paid in full before training commences and are due within 30 days of the invoice date or at least 3 weeks prior to the course starting, whichever is the earliest.
• For late bookings made less than 3 weeks before a course starts payment is due in full on receipt of invoice.
• If payment has not been received 3 weeks before the course commences Coaction Training CIC reserves the right to cancel the training place, which will be confirmed by email.
• Coaction Training CIC accepts payment by BACS and cheque for all courses, and online via PayPal for Bitesize, Contractor and Online Therm courses.
• A discounted Early Bird price is offered to members of the Passivhaus Trust or the AECB booking a place on the full Designer course at least 4 weeks in advance of the course starting.

Cancellations & Refunds

Cancellations will be refunded at the following rates:

• More than 3 weeks before the course: full refund.
• Less than 3 weeks before the course: 50% refund.
• Less than 3 days before the course: no refund available.

Deferrals & Substitutions

• If you are unable to attend the course you have booked and paid for, you may defer to the next available course. If you wish to defer, you must give at least 7 days’ notice and can defer once free of charge, subsequent deferrals may incur a £50 admin fee. Coaction Training CIC reserves the right to pass on any costs which may be incurred by last minute changes to bookings.
• Participant substitutions for courses can be made at any time but if the course is in preparation for taking the Certified Passivhaus Designer or Tradesperson examinations, the person taking the exam must have completed the whole course.
• Please notify support@coaction.org.uk of any change in name at the earliest opportunity.

Exam Deferrals, Registration & External Candidates

• If you are unable to attend the examination you have booked and paid for, you may defer to the next available examination. If you wish to defer, you must give at least 7 days’ notice and can defer once free of charge, subsequent deferrals may incur a £50 admin fee. Coaction Training CIC reserves the right to pass on any costs which may be incurred by last minute changes to bookings.
• Please note that it becomes more challenging to pass the exam the more time has elapsed since taken the training. For this reason if you are taking the exam more than one year after the original course we ask you to also rebook the revision module.
• To take the Certified Passivhaus Designer or Tradesperson exams through Coaction Training CIC, you must complete the necessary online registration with the Passivhaus Institut before the pre- exam checks take place, otherwise you will not be able to take the exam. Responsibility for completing this is held by the participant and not with Coaction Training CIC, full information is provided to all participants on requirements for this.

Attendance

• Participant attendance is collated by trainers at the start of each training session.
• Certificates of attendance are available on request. If it is not certain that a participant attended a session the training team reserves the right to withhold an attendance certificate.
• We want training to be engaging and productive for all participants. You are kindly asked to keep webcams on during sessions to help enable an interactive learning environment, unless individual circumstances prevent this, for example children are present.

Complaints

• You have a right to express any dissatisfaction with the training and associated services provided by Coaction Training CIC.
• In the first instance you are encouraged to speak to the trainer or operations team, who will report the issue to the Coaction Management Team.
• An initial response will be given within one week of receiving the complaint, with further action taken if needed. Our full Complaints Policy is available to review on request.
• We will let delegates know the outcome of any complaint made within 30 days.

Data Protection

All delegate data and information is held and handled in compliance with Coaction's Privacy Policy.