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 2 weeks prior to the course starting, whichever is the earliest.
For late bookings made less than 2 weeks before a course starts payment is due in full on receipt of invoice.
Coaction Training CIC accepts payment by BACS and credit cards for all courses, via the online payment service Stripe.
Discounted course fees are offered to members of the Passivhaus Trust or the AECB as per the details stated on the relevant course booking pages.
Multiple discount codes cannot be used together on the same booking.
Grant-funded places are subject to full course fees upon booking and are not eligible for discounts.
Joining instructions are sent on receipt of payment
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 2 weeks before the course: full refund.
- Less than 2 weeks but more than 3 days before the course: 50% refund.
- Less than 3 days before the course: No refund
If the course is cancelled by Coaction Training CIC you are eligible for a full refund or a transfer to alternative dates at no extra cost
No refund is available for on demand e-learning courses once the course has been accessed by the learner on our learning platform.

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. Any less and you will incur a £50 admin fee.
Participants can defer their place once free of charge, subsequent deferrals will 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 additional costs which may be incurred by last minute changes to bookings.
If your course includes printed material, and versions have been updated since your original booking, you have the option of purchasing the updated version at your own cost.
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 the Operations Team at 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 will 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 lapsed since having completed the training. For this reason, if you are taking the exam more than one year after the original course attendance of the revision module is mandatory for the Certified Passivhaus Tradesperson exam and strongly advised for the Passivhaus Designer exam.
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 software 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; we provide full information to all participants to guide you through the requirements and process.
Coaction Training CIC reserves the right to cancel your exam place with no refund if the exam terms have not been met.

Coaction Training CIC will offer a free examination re-sit to candidates failing their first attempt at the exam and meeting eligibility criteria.
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 for the Designer course). Candidates will be offered a free review of their exam with a trainer, followed by booking on to the next available exam to re-sit.
Should the candidate fail on their second attempt, any subsequent retake will be at the candidate's own cost and subject to the full exam fee

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.
We want our 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. Our trainers reserve the right to exclude any individual who behaves in a disruptive manner.
We don’t share recordings of our live sessions as standard practice; however, if you are unable to make a session due to exceptional or unforeseen circumstances (e.g. illness or family emergencies) please contact the Operations Team to request a recording link.

You have the 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 directly to the trainer or to the 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.