By booking a session with Alive you are agreeing to the following conditions if a session has to be moved or cancelled.
Where it is Alive’s policy is to charge the full fee for the session, it is because we still need to pay the presenter and cover our costs.
How to Cancel a Session
In order to refund or move a cancelled session, Alive requires written confirmation.
Via Email
To cancel a session or training, the client must email info@aliveactivities.org with details of the time and place of the session being cancelled.
Over the phone
If you are unable to send an email, you will need to call the Alive office on 07861 385 543. A member of the team will then provide written confirmation of the cancellation request.
Activity Sessions (including virtual)
Cancellations
If a client cancels under 24 hours before the session is booked, they will be charged at full cost.
If a client cancels over 24 hours before the session is booked, they will not be charged.
If Alive cancels a session, the client will not be charged.
Nonattendance
If a client misses a scheduled session with no prior warning, they will be charged at full cost.
If Alive misses a scheduled session with no prior warning, the client will not be charged.
Rescheduling
If a client requests to reschedule a session over 24 hours before the session is booked, they will not be charged.
If a client requests to reschedule a session under 24 hours before the session is booked, they will be charged half of the cost of the session.
Training & Coaching
Cancellation: Participant Absence
If the client cancels more than seven days before the scheduled training, they will be given a full refund, reschedule or credit note.
If the client cancels less than seven days before the scheduled training, Alive will reschedule the training at a cost of 30% of the overall training.
Cancellation: Trainer Absence
If the Alive trainer is unable to deliver the training, Alive will reschedule the training at no cost to the care home.
Cancellation: Outside Factors
If the training session is cancelled due to outside factors (e.g. acts of God), Alive will reschedule the training at no cost to the client.
Project & Part-funded Sessions
Where a client has committed to be part of a long term project, they should refer to the cancellation policy set out in their project agreement.
If you are unsure about whether you will be charged for your cancellation or not, please call the Alive office on 07861 385 543 or email us on info@aliveactivities.org.