CE Provider Policies: Refunds and Cancellations
Clear guidelines for managing refunds and cancellations protect the ASHA Approved CE Provider’s fiscal interests while providing the learner with fair treatment when circumstances change.
What It Looks Like
Ask the following questions when creating your refunds and cancellations policy:
- Who is eligible for a refund?
- How does the learner indicate their need to cancel or request a refund?
- What deadlines must learners comply with?
- Do you offer a full or partial refund?
- When can a learner expect to see their refund processed?
- Are there any non-refundable fees?
- What happens when the Provider must cancel or reschedule?
- Is there consideration for exceptional circumstances?
Providers should be transparent, using language that is clear and concise to avoid misunderstandings. Consider the impact on learners if your organization needs to cancel or reschedule due to unforeseen circumstances. A statement indicating that the Provider reserves the right to cancel or reschedule a course offering based on enrollment, available resources, natural disasters, and so forth, protects the Provider against financial risk.
Even Providers who do not charge a fee for continuing education courses should have a cancellation policy. This provides transparency and sets learner expectations about what will happen if a course is cancelled or if they need to cancel their participation. This policy does not need to address refunds; however, if the Provider thinks they may charge fees in the future, they may want to add this to their policy.
When It Happens
The Provider must be forthcoming about the learner’s right to cancel and any circumstances when the Provider may have to reschedule or cancel a course offering. The Provider must share the established policy with learners before they can register for a course. This allows learners the opportunity to acknowledge their obligations from the outset. The Provider should clearly outline the policy during the course enrollment process and should make the policy accessible throughout the course or program in case an issue arises.
How It Supports Compliance
Learners should be able to easily find the Provider’s written refunds and cancellations policy. The Provider must ensure that the required course information addresses the policy and clearly states it to learners in promotional material, registration information, and so forth. The organization must address the criteria for refunding fees if (a) the Provider cancels or reschedules the course and/or (b) the learner cancels their registration. Even if the organization only offers internal professional development opportunities to staff or offers courses with no registration fee, that organization must still have a cancellation policy in place.Even if the organization only offers internal professional development opportunities to staff or offers courses with no registration fee, that organization must still have a cancellation policy in place.
Why It Matters
Establishing and communicating a refunds and cancellations policy can foster trust, accountability, and a positive experience for your learners. This policy allows learners to know—from the outset—the implications of cancelling their registration. By communicating how your organization will respond if the course itself is cancelled or moved due to unforeseen circumstances, you provide transparency and support to learners.
Bottom Line
Our time and money are valuable resources. Your organization should aim to balance customer satisfaction with protecting your business interests. By being upfront, Providers set expectations for the learner.
