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.

Sessions (including virtual sessions)

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 due to 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 the Client Services Officer will reschedule the training a cost of 30% of the overall training.

Cancellation due to trainer absence

  • If the Alive trainer is unable to deliver the training the Client Services Officer will reschedule the training at no cost to the care home.

Cancellation due to outside factors

(e.g. weather, pandemic, complete societal collapse, earthquake, fire breathing dragons, AI wiping out humanity)

  • If the training session is cancelled due to outside factors (e.g. acts of god) the Client Services Officer 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 0117 377 4756 or email us on info@aliveactivities.org