Policies

Clear standards. Safe spaces. Integrity in everything we do

Refund & Cancellation Policy

POLICY STATEMENT

Em Stawicki – Modern Mediumship Academy is committed to delivering high-quality training experiences. Due to the nature of the programs, which include access to proprietary content, live sessions, and intellectual property, clear expectations are set regarding refunds and cancellations.

This policy outlines all terms relating to refunds, cancellations, and payment obligations to ensure transparency and fairness for all participants.

COOLING-OFF PERIOD (7 DAYS)

A 7-day cooling-off period applies from the date of enrolment.

Participants may request a full refund within this period, provided that:

No live sessions have been attended, and

No substantial portion of the program content has been accessed

If program content has been accessed or participation has occurred, the cooling-off period will be considered void.

All requests must be submitted in writing within the 7-day period.

REFUND POLICY

Outside of the 7-day cooling-off period:

All program sales are final

No payments, deposits, or fees are refundable under any circumstances

By enrolling, participants confirm they have considered the program and accept that it is the right fit for them financially and personally

Due to the nature of the program and immediate access to training materials, no refunds will be issued once the cooling-off period has passed.

CANCELLATION POLICY

As this is a rolling program:

Participants may choose to discontinue participation at any time

However, all participants remain fully responsible for the total program fee

Cancellation, withdrawal, or non-attendance does not release the participant from their financial commitment.

PAYMENT TERMS (RELEVANT TO REFUNDS)

Payments must be made in full or via an agreed payment plan

Failure to maintain payments may result in: Suspension of access to program materials Removal from live sessions until payments are brought up to date

Continued non-payment may result in removal from the program with: No refund for any payments made, and All outstanding balances remaining payable

EXCEPTIONAL CIRCUMSTANCES

Exceptional circumstances may be reviewed on a case-by-case basis.

All requests must be submitted in writing and will be assessed at the sole discretion of Em Stawicki. Approval is not guaranteed.

RELATIONSHIP TO COMPLAINTS PROCEDURE

If a participant is dissatisfied with any aspect of the service, they are encouraged to follow the formal complaints procedure.

All complaints will be handled in line with the organisation’s commitment to fair and timely resolution.

POLICY REVIEW

This policy will be reviewed annually to ensure alignment with best practice and accreditation standards.

Complaints Policy

POLICY STATEMENT

Em Stawicki – Modern Mediumship Academy recognises the importance of learner feedback and welcomes complaints as a valuable opportunity to improve services.

We are committed to handling complaints fairly, efficiently, and with respect. All concerns are taken seriously and used to support ongoing development and quality assurance.

A complaint is defined as any expression of dissatisfaction relating to the delivery, standard, or experience of a service provided.

You are encouraged to raise a complaint if:

You believe something has not been delivered as expected

You are dissatisfied with any aspect of the service

You feel a standard of service has not been met

CONFIDENTIALITY

All complaints will be treated with the strictest confidence.

We understand that raising a complaint can feel uncomfortable. You have the right to express your concerns without fear of negative consequences.

Anonymous complaints may be submitted; however, if no contact details are provided, we may be unable to respond with the outcome.

HOW TO MAKE A COMPLAINT

All complaints must be submitted in writing via email to: [email protected]

To support a timely resolution, please include:

Your full name

Date of the incident or concern

A clear description of the complaint

Any relevant supporting information

COMPLAINTS PROCEDURE

Stage 1 – Initial Review

Complaints should be submitted within 48 hours of the incident where possible

An acknowledgement of receipt will be provided within 2 working days

An initial review will be conducted with the aim of resolving the matter promptly

Stage 2 – Investigation

If the complaint cannot be resolved at the initial stage:

The complaint will be reviewed in further detail

Relevant parties may be contacted to gather additional information

A resolution will be proposed within 7–14 days

Stage 3 – Resolution

If required, a final decision will be made following a full review of all information

A resolution will be communicated clearly and respectfully

This decision will be considered final

RECORD KEEPING

A record of all complaints will be maintained securely and confidentially.

These records may be used to support service improvements and quality assurance processes.

RELATIONSHIP TO OTHER POLICIES

If a complaint relates specifically to an assessment decision, it may be handled in accordance with the relevant assessment or appeals procedures.

POLICY REVIEW

This policy will be reviewed annually to ensure alignment with best practice and accreditation standards.