Refunds and Transfers

01Canceling a public program booking

If you need to cancel a public program booking, the following terms apply:

• More than 7 calendar days before the program starts: you are eligible for a full refund of the program fee.

• 5 to 7 calendar days before the program starts: you may choose a 50% refund of the program fee or transfer your booking to another eligible cohort, subject to the transfer terms below.

• Fewer than 5 calendar days before the program starts: the program fee is non-refundable for a change of mind, but you may transfer your booking to another eligible cohort, subject to the transfer terms below.

To cancel, email business@neoand.com. Your cancellation takes effect when we receive your request.

These cancellation terms do not limit any refund or other remedy available to you under applicable law. This policy forms part of, and is read with, our Terms of Sale.

02Transferring your booking

Each public program booking may be transferred once, without an additional NEO& transfer charge, to another available cohort of the same credential within 12 months of the original program start date. A second transfer, if we agree to it, is subject to a charge equal to 10% of the original program fee.

Transferring a booking does not create a new cancellation period. If you later cancel the transferred booking, any refund entitlement is based on the cancellation position that applied when the original transfer was requested.

A transfer offered because we rescheduled a program, or because you did not meet an attendance requirement and we allow you to complete the missed attendance in a later cohort, does not use your elective transfer.

03Substituting an attendee

An organization may replace the named attendee with another eligible participant at no additional charge before the program begins, provided any prerequisites are met and we receive the replacement details in time to update access and certification records.

04If we change or cancel a program

If we materially reschedule a public program before it starts, you may accept the new dates, move to another available cohort of the same credential, or request a full refund of the program fee.

If we cancel a program and do not provide the contracted program, we will refund the amount you paid to NEO& for that program. We will not deduct payment-processing charges from a refund caused by our cancellation.

Unless we expressly agree otherwise, we are not responsible for travel, accommodation or other arrangements booked separately by you.

05If there is a problem with the service

If a service is materially defective, is not provided as agreed, or differs materially from its description for a reason attributable to NEO&, please contact us promptly. We will assess the issue and provide the remedy required by the contract and applicable law, which may include correcting or re-performing the service, transfer, or refund.

06Attendance and assessment requirements

Not meeting an attendance or assessment requirement does not by itself create a right to a refund. Where a program requires a minimum level of live attendance, we may allow you to complete missed attendance with a later cohort, subject to availability and the program rules.

Assessment outcomes are governed by the applicable Certificate Terms.

07Digital products and downloads

Digital products are supplied immediately and are not refundable. Once a downloadable toolkit, template, instrument or other digital product has been supplied or made available for download, it is not refundable, subject to any rights available under applicable law.

If a digital product is defective, corrupted, inaccessible as supplied or materially different from its description, contact us so that we can provide an appropriate remedy.

08In-house programs and consulting

Cancellation, postponement and termination terms for an in-house program or consulting engagement are set out in the relevant proposal, statement of work or engagement letter. Those agreed terms take priority over this policy for that engagement.

09Refund amounts and payment processing

Approved refunds are normally returned to the original payment method.

Where permitted by applicable law, a refund made under our change-of-mind cancellation policy may exclude third-party payment-processing, card, banking or transfer charges actually incurred in processing the original payment or the refund, but only to the extent those charges are non-refundable to NEO&. NEO& does not impose an additional administration or processing fee for issuing a refund.

No such deduction will be made where we cancel the program, fail to provide the contracted service, or applicable law requires the full amount to be refunded.

We aim to instruct an approved refund within 30 days. Your bank, card issuer or payment provider may take additional time to credit the funds, and exchange-rate movements may affect the amount shown in a different account currency.

Questions? Email business@neoand.com.