Refund Policy

*The Bainbridge Institute* Owned and operated by First Cohort Incorporated Ltd
Version 1.0
Effective Date: 3 August 2026
Last Reviewed: 27 July 2026

1. Introduction

This Refund Policy explains when refunds, cancellations, exchanges and credits may be available for products and services purchased from The Bainbridge Institute. We aim to deal with every request fairly, consistently and in accordance with applicable consumer legislation. This policy applies to online courses, employer subscriptions, consultancy services, classroom training, virtual training, downloadable resources and any other products or services offered by First Cohort Incorporated Ltd. It should be read alongside our Terms and Conditions, Privacy Policy, Cookie Policy and Acceptable Use Policy.

2. Our Commitment

We believe customers should understand exactly what they are purchasing before committing to a course or service. We therefore aim to provide accurate descriptions, transparent pricing and clear information before any purchase is completed. Where refunds are available they will be processed promptly and fairly. Nothing in this policy affects your statutory rights.

3. Digital Learning Courses

Many of our courses provide immediate access to digital learning materials. Under the Consumer Contracts Regulations, consumers usually benefit from a fourteen-day cooling-off period. However, where immediate access to digital content has been requested and acknowledged, the right to cancel may end once access begins. If no course content has been accessed we will consider refund requests in accordance with applicable legislation. Where technical issues prevent reasonable access and cannot be resolved within a reasonable period, an appropriate refund, extension or alternative solution may be offered.

4. Employer Subscriptions

Employer subscriptions provide learning access for employees and authorised users. Once a subscription has commenced and licences have been allocated or learning has begun, refunds will not normally be available unless required by law or where we have failed to provide the purchased service. Future renewals may be cancelled before the renewal date.

5. Classroom and Virtual Training

Where cancellation is received at least fourteen calendar days before training, a full refund or transfer will normally be offered. Cancellations received between seven and fourteen days before delivery may qualify for a transfer or partial refund at our discretion. Refunds will not normally be available for cancellations made within seven days of delivery because costs will already have been incurred. If we cancel a course, customers will be offered a full refund or transfer.

6. Consultancy Services

Consultancy often involves preparation before meetings take place. Refunds will therefore reflect the work completed prior to cancellation. Where little or no work has commenced, a full refund will normally be provided. Where research or documentation has already been prepared, reasonable charges may be deducted.

7. Downloadable Resources

Digital downloads become available immediately after purchase. Once accessed or downloaded they are normally non-refundable unless faulty, materially different from their description or where required by law. Where a file is defective we will first attempt to provide a replacement.

8. Promotional Offers

Products purchased using promotional pricing remain subject to this Refund Policy unless the promotion specifically states otherwise. Complimentary products and free resources have no cash value.

9. Exceptional Circumstances

Where serious illness, bereavement or other exceptional circumstances arise, we encourage customers to contact us as soon as possible. Although refunds cannot be guaranteed, we will always consider requests sympathetically and may offer transfers, extensions or account credits.

10. How to Request a Refund

Refund requests should be submitted as soon as reasonably possible to support@thebainbridgeinstitute.com together with sufficient information to identify the purchase and explain the reason for the request.

11. Refund Processing

Approved refunds will normally be returned using the original payment method. Processing times vary according to payment providers. Partial refunds may be issued where only part of a service has been delivered.

12. Statutory Rights

Nothing within this policy limits or replaces rights available under the Consumer Rights Act 2015, the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 or any other applicable legislation.

13. Chargebacks

If you are unhappy with any purchase or believe a refund is due, we ask that you contact us before initiating a payment chargeback or payment dispute through your card provider or bank. Many issues can be resolved quickly through discussion and we are committed to finding fair solutions wherever possible. This request does not affect your legal rights to pursue a chargeback or any other remedy available under applicable law.

14. Changes to this Refund Policy

We may update this policy from time to time to reflect changes in legislation, business practices or our services. The latest version will always be published on our website.

15. Contact Us

The Bainbridge Institute is owned and operated by First Cohort Incorporated Ltd, Company Registration Number 15812438. Registered Office: The Business Innovation Centre, Wearfield Enterprise Park East, Sunderland, SR5 2TA. Email: support@thebainbridgeinstitute.com.

Refund Policy Summary

We aim to handle every refund request fairly, reasonably and consistently. Wherever possible we will work with customers to find practical solutions, including transfers, credits or alternative arrangements, while balancing the interests of both our customers and our business.