Terms and Conditions

Fees must be paid in full before training commences. Payments are due within 30 days of the invoice date or at least 3 weeks prior to the course starting, whichever is the earliest.
For late bookings made less than 3 weeks before a course starts payment is due in full on receipt of invoice.
If payment has not been received 3 weeks before the course commences Coaction Training CIC reserves the right to cancel the training place, which will be confirmed by email.
Coaction Training CIC accepts payment by BACS and credit cards for all courses, via the online payment service Stripe.
Discounted prices are offered to members of the Passivhaus Trust or the AECB as per the details stated on the relevant course booking pages.
Full joining instructions are only sent to participants once payment has been made in full.
If you are experiencing difficulty in making the full course payment please contact the operations team to discuss payment plan options.

Cancellations will be refunded at the following rates:
- More than 3 weeks before the course: full refund.
- Less than 3 weeks before the course: 50% refund.
- Less than 3 days before the course: no refund available.

If you are unable to attend the course you have booked and paid for, you may defer to the next available course. If you wish to defer, you must give at least 7 days’ notice.
Participants can defer their place once free of charge, subsequent deferrals may incur a £50 admin fee and are subject to a maximum of 3 deferrals, after which we reserve the right to cancel the training place. Coaction Training CIC also reserves the right to pass on any costs which may be incurred by last minute changes to bookings.
Participant substitutions for courses can be made at any time but if the course is in preparation for taking the Certified Passivhaus Designer or Tradesperson examinations, the person taking the exam must have completed the whole course.
Please notify support@coaction.org.uk of any change in name at the earliest opportunity.

If you are unable to attend the exam you have booked and paid for, you may defer to the next available exam. If you wish to defer, you must give at least 7 days’ notice. You can defer your exam place once free of charge, subsequent deferrals may incur a £50 admin fee and are subject to a maximum of 3 deferrals, after which we reserve the right to cancel the exam place. Coaction Training CIC also reserves the right to pass on any costs which may be incurred by last minute changes to bookings.
Please note that it becomes more challenging to pass the exam the more time has elapsed since having taken the training. For this reason, if you are taking the exam more than one year after the original course we ask you to also rebook the revision module.
To take the Certified Passivhaus Designer or Tradesperson exams through Coaction Training CIC, you must complete the necessary online registration with the Passivhaus Institut before the pre-exam checks take place, otherwise you will not be able to take the exam. Responsibility for completing this is held by the participant and not with Coaction Training CIC, full information is provided to all participants on requirements for this.

Coaction Training CIC will offer a free examination re-sit to candidates failing their first attempt at the exam and meeting eligibility criteria. In order to be eligible for this free re-sit, candidates must have attended all live sessions and completed all required self-study questions and tasks, as recorded on our learning platform.
If the candidate fails on their second attempt, any subsequent retakes will be at the candidate's own cost.

Participant attendance is collated at the start of each training session and attendance records are held on our client management system.
Certificates of attendance are available on request. If it is not certain that a participant attended a session Coaction Training CIC reserves the right to withhold an attendance certificate.
Coaction wants training to be engaging and productive for all participants. You are kindly asked to participate in a respectful way and to keep webcams on during sessions to help enable an interactive learning environment, unless individual circumstances prevent this, for example children are present.
We don’t share recordings of our live sessions as standard practice; however, if you are unable to make a session due to exceptional circumstances please contact the Operations Team to arrange to get a recording.

You have a right to express any dissatisfaction with the training and associated services provided by Coaction Training CIC.
In the first instance you are encouraged to speak to the trainer or operations team, who will report the issue to the Coaction Management Team.
An initial response will be given within one week of receiving the complaint, with further action taken if needed. Our full Complaints Policy is available to review on request.
We will let delegates know the outcome of any complaint made within 30 days.