Refunds

When a refund is due

• Valid cancellation under the cancellation policy.
• Order declined by us — all sums paid are refunded in full.
• Cancellation by us of a service or scheduled session, where you do not elect to transfer to an alternative date.
• Failure to deliver a service, where the failure is not attributable to you.
• Deficiency in service, where re-rendering the service is impracticable or not provided within a reasonable time.
• Duplicate payment taken for the same order.

When a refund is not due

• Where digital content has been released or a service performed, to the extent of what has been supplied.
• Where a business customer cancels within a period attracting a charge under the contractual scale.
• Where you fail to attend a scheduled session without notice, or fail to engage with a programme after access has been provided.
• Where a stated prerequisite was not met and this was not disclosed at the point of order.
• Where a service has been delivered as described and the request reflects a change of mind after the applicable period has expired.
• Where the request relates to an outcome that was not warranted — admission to a programme of study, publication of a manuscript, or a particular grade or assessment result.

Partial delivery

Where a service has been partly performed at your request and a refund becomes due, the sum refunded is reduced by an amount proportionate to what has been supplied, assessed against the full price of the contract.

Where a service is composed of identifiable elements — a training module made up of individual protocols, or a doctoral bundle made up of discrete services — the assessment is made by reference to the elements delivered rather than by reference to time elapsed.

Where a staged deliverable set has been released in part, sums attributable to stages already released are not refundable, and sums attributable to stages not yet released are refunded in full.

Making a request

Requests should be made in writing to smo@nthrys.com and should state:

• The order reference shown on your confirmation.
• The service to which the request relates.
• The ground on which the refund is sought.
• Where the ground is non-conformity, a description of the respect in which the service fell short.

We acknowledge requests within two working days and give a substantive response within five. Where a request requires investigation, we will tell you and give an expected date for our decision.

Method and timing

Once a refund has been issued by us, the time taken for funds to appear in your account is determined by your card issuer or bank and typically takes a further three to five working days. That period is outside our control.

Where the original payment method is no longer available we will agree an alternative with you. We do not make refunds in cash and do not refund to an account other than the one from which payment was taken, save where that account has been closed and evidence is provided.

Disagreement

Where you disagree with a decision on a refund, the matter should be raised under the complaints procedure, which provides for review at a level above the person who made the original decision.

Nothing in this policy affects your right to pursue a claim through the courts, or to approach the appropriate Consumer Disputes Redressal Commission.