Requesting a Booking
We want to make it as easy as possible for customers so there are three simple methods – by phone, by email or via the website.  We are not fans of booking forms (especially ones you have to post!), as all the information we need can be communicated by these methods, so if we do ask you to complete a booking form there will be a good reason for it.
 
Confirmation of Booking
Having received your Booking Request, we will confirm your place on the course by email within 24 hours and arrange the method of payment.  If your booking request is by phone it should be possible to confirm at the time of the call, but we will also follow up with an email.  If the course is full, you will be notified as soon as possible and alternative course dates discussed.
 
Standby Places
If a course is full we are more than happy to take standby bookings in case a place becomes available.  If a place does become available for you while on the standby list, you will be informed as quickly as possible.  
 
Payment for NPLQ Courses
We require payment before the NPLQ course starts and we will email confirmation of the booking on receipt of payment.
 
Payment for Other Courses
Unless other payment arrangements are made, we will invoice you after the course (please feel free to pay before the course if you prefer!).  Payment is due within 28 days. We will need to know the contact name, name of organisation and correspondence address for the invoice to be issued.
 
Payment by Cheque
Cheques should be made payable to freedomleisure and posted to our Head Office at:
 
1-6 The Paddock
Carriers Way
East Hoathly
East Sussex
BN8 6AG 

Payment by Credit/Debit Card
This is no problem, but only through our Finance Department in our Head Office 01825 880260 (Monday to Friday 9am-4pm).  Please specify what the payment is for when you phone as the staff who administer this payment are not directly involved in training course bookings or administration.
 
Payment by Cash
Once again any cash payment must be administered through our Head Office (address and telephone number above).
 
Payment Queries
If you have any queries or concerns regarding the payment arrangements, or if you want to know, for example, that a cheque has been received, please phone our Finance team at Head Office on 01825 880260.
 
Cancellation by Customer
Unfortunately, sometimes participants need to cancel their place.  If this is necessary, it must be made in writing to the Training and Consultancy Manager, or by emailing training@freedom-leisure.co.uk, or by phoning 01825 880260 Option 5 or 07825 880260. 

If cancellation is made more than 14 days before the start of the course, the customer will not be liable to pay any of the course fee, or if the fee has been paid then it will be refunded. 
 
If cancellation is made within 8 to 14 days of the course starting, the customer will be liable to pay 50% of the course fee, or if the fee has been paid then the balance will be refunded. 
 
If cancellation is made within 7 days of the course starting or if the trainee fails to attend the course, the customer will be liable to pay the full course fee.
 
In all cases, if at the time of cancellation the booking can be transferred on to another course then the customer will not be liable to pay for anything additional to the course fee.
 
Lastly and importantly, we do understand that cancellations are impossible to avoid sometimes for lots of good reasons, and we will always work with clients to achieve an outcome that everyone is happy with.
 
Cancellation by freedomleisure
In exceptional circumstances, a course may need to be cancelled, although this is a last resort.  We reserve the right, however, to cancel a course at any time and offer a reasonable alternative date and venue, or issue a credit or a refund without any liability for consequential or indirect loss. 
 
In the event of a course being cancelled, customers will be contacted and given as much notice as possible and by two weeks prior to the course starting at the latest, unless cancellation is due to unforeseen and exceptional circumstances. 
 
We must emphasise that a course cancellation by freedomleisure is exceptional and would always be a last resort.
 
Should there be low bookings on a course and cancellation is being considered, we will always contact those who have booked before we do anything to talk it through.  We understand that clients may have made a number of special arrangements to release a member of staff to attend, and often achieving the qualification is necessary within tight timescales.  For these reasons we will always try to run courses with low numbers, even if not viable for us.