Legal
Refund and cancellation policy
This policy applies to every purchase made with Ventiva Health and Social Care Limited, Trading as Ventiva Care Institute.
1. Statutory right to cancel
Consumers in the United Kingdom have 14 days from the date of purchase to cancel a purchase of digital content and receive a full refund. Because our courses are delivered immediately as digital content, this right ends at the point you begin accessing the course material, which you expressly agree to when you open the first lesson. If you have purchased but not yet opened a course, you keep the full 14-day right.
2. Learning satisfaction guarantee
Beyond the statutory period we operate a 30-day satisfaction guarantee. If, within 30 days of enrolment, you have completed less than 25 per cent of a course and you tell us the course did not meet the standard described on its course page, we will refund the fee in full. We may ask what fell short so that the curriculum team can act on it. The guarantee applies once per learner per course.
3. When a refund is not available
Refunds are not issued where a course has been substantially completed (25 per cent or more of lessons opened), where a certificate has already been issued, where the request falls outside the 30-day window, or where an account has breached our acceptable use terms, including sharing login details or completing assessments on behalf of another person.
4. Faults, access problems and duplicate payments
If a course cannot be accessed because of a fault on our side, or content is materially inaccurate or incomplete, you are entitled to a repair, replacement or refund under the Consumer Rights Act 2015 regardless of how much of the course you have completed. Duplicate or mistaken payments are refunded in full as soon as they are identified, without any time limit.
5. Organisation and bulk purchases
Where a care operator purchases seats for its workforce, unassigned seats may be cancelled and refunded at any time before they are assigned to a named learner. Seats already assigned and opened follow the learner terms above. Subscription plans may be cancelled at any time and will run to the end of the paid month; part months are not refunded.
6. How to request a refund
Email hello@ventivalimited.co.uk from the address on your account with the course name and the date of purchase. We acknowledge every request within 2 working days and decide within 5 working days. Approved refunds are returned to the original payment method within 14 days, in line with the Consumer Contracts Regulations 2013.
7. If you are unhappy with the outcome
You may escalate any refund decision through our complaints procedure, which gives you a formal review by someone not involved in the original decision. Your statutory rights are not affected by this policy.
Related policies
See our terms of service, quality assurance policy and complaints procedure.