This policy explains the booking terms for changes, cancellations, unused session fees, and complaints about Kingswell Editorial’s private educational programs. Requests can be sent through the website enquiry form or by email.
Scope and booking confirmation
This policy applies to the private online programs advertised on this website unless a specific, lawful variation is agreed in writing before booking. A booking confirmation should identify the program, number and duration of sessions, agreed dates, total price, payment arrangements, and any relevant preparation.
An enquiry is not a booking. The website enquiry form sends your request to Kingswell Editorial; session dates and payment arrangements are agreed separately. Cancellation deadlines apply to sessions that have been confirmed in writing. If a deadline is expressed in hours, it is measured against the agreed session start time using the time zone stated in the booking confirmation.
How to request a cancellation or change
Send a clear request to learning@kingswelleditorial.com using the direct email channel. Include your name, the program, the scheduled session date and time, and whether you wish to cancel or reschedule. If there is an existing booking reference in your correspondence, include it. Do not include payment-card details or unnecessary sensitive information.
A request is timed by when it is received through the enquiry form or email. Keep your enquiry reference code and a copy of your correspondence. We will acknowledge the request and clarify the remaining session arrangements. If a session is imminent and you have not received acknowledgement, you may also use the published phone number.
Cancellation at least 24 hours before a session
If you cancel a scheduled session at least 24 hours before its start, the unused fee allocated to that session is refundable. You may instead ask to apply that value to a new date, subject to availability. No separate cancellation administration fee is imposed under this policy.
For a multi-session program, a change to one session does not automatically cancel every remaining session. Tell us which sessions you wish to change. Fees for sessions already delivered are not refundable merely because a later session is cancelled, unless a service issue or applicable right requires a different remedy.
Short-notice changes and missed sessions
If a request arrives less than 24 hours before a session, you may request one rescheduling of that affected session without an additional program fee, subject to availability. If you prefer to cancel instead, 50% of the unused fee allocated to that session is refundable. An exceptional situation can be discussed and a more flexible outcome may be agreed.
If you do not attend and no cancellation request has reached us, the session is treated as a missed appointment. The fee allocated to it is ordinarily not refundable because the time was reserved. Contact us promptly if an emergency or significant technical failure prevented attendance. This policy does not remove any remedy required by applicable law.
Late arrival and technical difficulties
If you arrive late, the session will ordinarily end at its originally agreed time so other commitments are not affected. A session should not be extended or replaced automatically unless we agree that arrangement. If a substantial portion cannot be delivered because of a problem on our side, the provider-cancellation principles below apply.
Please check the agreed connection details before the session and contact us promptly if you cannot join. If a widespread or provider-side technical failure prevents meaningful delivery, we should offer a replacement time or refund the undelivered portion. If the issue is limited to your device or connection, we will discuss a practical solution in good faith rather than treating every difficulty identically.
Changes or cancellations by Kingswell Editorial
If Kingswell Editorial cancels an agreed session, you may choose a suitable replacement time or a refund of the fee allocated to the affected unused session. You should not be charged an additional fee for a replacement caused by our cancellation. We should give as much notice as is reasonably possible.
If a program cannot be completed because of a change on our side, remaining unused session fees should be refunded unless you choose an acceptable alternative in writing. A materially different service should not be substituted without your agreement. Amounts relating to properly delivered sessions are considered separately from undelivered sessions.
Allocation and processing of refunds
Where a program has more than one session and no separate allocation was stated in the booking confirmation, its price is allocated equally among sessions of the same scheduled duration. A refund for an unused session is calculated from that allocation. If durations differ, the allocation should be agreed before booking rather than invented after a cancellation.
Once a refund is agreed and the necessary payment reference is available, we aim to initiate it within 10 business days. Receipt can take additional time because of the original payment provider or financial institution. Refunds should normally return through the original payment method where practicable. Do not send full card or account credentials in an email.
Learning materials and delivered services
The advertised program prices include the identified learning materials; no separate non-refundable materials charge is stated on this website. Receiving a worksheet does not automatically make the entire value of an undelivered program non-refundable.
A completed educational session is not ordinarily refundable merely because a learner decides not to continue practising or does not achieve an external outcome. However, a concern that a session was materially inconsistent with its agreed scope should be assessed through the complaints process. The appropriate remedy depends on what was agreed, what was delivered, and the applicable rights.
Making a complaint
If you have a concern about program information, scheduling, learning materials, conduct, or delivery, email learning@kingswelleditorial.com. Describe the program or interaction, relevant dates, the issue you experienced, and the resolution you would consider reasonable. Attach only information needed to understand the concern.
A complaint may be made without using legal terminology. We should consider its substance, review the booking and relevant correspondence, and give you an opportunity to clarify important facts. A complaint about privacy can also be described as a privacy request; it should not be dismissed because it was sent under the wrong heading.
Acknowledgement, review, and resolution
We aim to acknowledge a complaint within five business days and provide a considered response within 15 business days. These are service targets, not a promise that every issue can be fully resolved within that period. If more time is needed, we should explain the reason and provide an expected next update.
Possible resolutions include clarification, a correction to information or materials, an agreed replacement session, a partial or full refund where appropriate, or another reasonable remedy. The response should explain the facts considered and the basis for the proposed outcome. A disagreement about the outcome can be raised again with any additional relevant information.
Further review, rights, and policy changes
If you remain dissatisfied, ask for a further review and identify what you believe was overlooked. We do not require confidential arbitration, prohibit a lawful complaint to an authority, or prevent you from seeking independent advice or an available legal remedy. Where mandatory consumer or other legal rights require a different outcome, those rights take priority.
This policy may be updated for future bookings, with the current date shown above. An update should not be applied retrospectively to take away an agreed cancellation right. Keep the policy version and written arrangements that applied to your booking. Questions about an existing booking should be resolved using those records and the law applicable to the circumstances.
Contact information
Emaillearning@kingswelleditorial.com
Address629 East 21st Street, Owensboro, KY 42303, United States
Phone+14792101326