Last updated: 15 October 2026
We know that plans change in the NGO world: a field mission comes up, a funding deadline moves, or a colleague falls ill. This refund and cancellation policy explains what happens if you need to cancel, transfer or change a booking with NGO Training, and what happens if we need to change or cancel a session ourselves. We have tried to make it fair, clear and flexible, while allowing us to plan courses responsibly.
This policy forms part of our Terms and Conditions. Words with a capital letter, such as “Customer”, “Participant”, “Open Course”, “In-House Training” and “Coaching”, have the meanings given in the Terms and Conditions. NGO Training is operated by One for All Services SPRL, Brussels, Belgium (registered office: [registered office address]; company number: [company number], both available on request at [email protected]).
1. Summary of our refund and cancellation policy
| Service | Notice given before the session | What happens |
|---|---|---|
| Open Course | More than 30 days | Full refund, minus a €25 administration fee |
| Open Course | 15 to 30 days | 50% refund |
| Open Course | Fewer than 15 days, or no-show | No refund, but free substitution, or one free transfer to the next scheduled date of the same course |
| In-House Training day | More than 30 days | Free rescheduling, or cancellation with refund minus any costs already incurred |
| In-House Training day | 15 to 30 days | One free rescheduling within 6 months, or cancellation with 50% of the price due |
| In-House Training day | Fewer than 15 days | Full price due; rescheduling only by agreement |
| Coaching session | At least 2 working days | Free rescheduling of the session |
| Coaching session | Fewer than 2 working days, or no-show | Session counted as used |
| Any service cancelled by us | Any time | Choice of a full refund or a transfer to another date |
Prices are stated in euros excluding VAT. Refunds and amounts due are calculated on the price paid, and VAT is adjusted accordingly on the credit note or invoice.
2. How notice periods are calculated
All cancellations, transfers and rescheduling requests must be made in writing by email to [email protected]. A request takes effect on the date and time we receive it. If we receive your email after 17:00 Brussels time, or on a weekend or Belgian public holiday, it is treated as received on the next working day.
The notice period is counted in calendar days between the day we receive your request and the first day of the course or session. For example, for an Open Course on a Thursday, a cancellation received on the Tuesday 30 days earlier falls in the “15 to 30 days” band.
Not attending a session without informing us (a “no-show”) is treated as a cancellation with less than 15 days’ notice for Open Courses and In-House Training, and with less than 2 working days’ notice for Coaching.
3. Open Courses
3.1 Cancellation by the Customer
Open Courses are one-day workshops with a limited number of places. Every place includes a printed binder of Training Materials, refreshments and a networking lunch, which we order in advance, and a cancelled place is often difficult to fill at short notice. Our cancellation windows reflect this:
- More than 30 days before the course: we refund the full amount paid, minus an administration fee of €25 per participant. If the course has not yet been paid, we cancel the invoice and issue an invoice for the administration fee only.
- Between 15 and 30 days before the course: we refund 50% of the price paid. If the course has not yet been paid, 50% of the price remains due.
- Fewer than 15 days before the course: no refund is given and the full price remains due. However, you can still benefit from a free substitution or a free transfer, as explained below.
3.2 Substituting a participant
If a booked Participant cannot attend, you may send a colleague or another person in their place at no extra cost, at any time up to the start of the course. Simply email us the name, job title and email address of the replacement so that we can update the participant list and prepare the materials. Substitution is often the simplest solution for NGOs, because the training budget still benefits the organisation.
3.3 Transferring to another date
If you give us more than 15 days’ notice, you may transfer your booking to any later scheduled date of the same course, or to a different Open Course of the same price, free of charge and subject to availability. If you transfer to a course with a higher price, you pay the difference; if the new course is cheaper, the difference is not refunded but may be credited against a future booking.
If you give us fewer than 15 days’ notice, you may transfer once, free of charge, to the next scheduled date of the same course. A booking that has already been transferred once cannot be cancelled for a refund or transferred again, but substitution remains possible.
You can see upcoming dates on our courses page. If no later date has been scheduled when you request a transfer, we will hold your place as a credit, valid for 12 months, and inform you as soon as a new date is announced.
4. In-House Training days
In-House Training is planned specifically for your organisation. We reserve a trainer for the agreed date and often adapt the Training Materials to your context, so late changes affect our ability to offer the date to someone else.
4.1 Rescheduling
- More than 30 days before the agreed date: you may reschedule free of charge, to a new date agreed with us.
- Between 15 and 30 days before: you may reschedule once free of charge, provided the new date takes place within six months of the original date.
- Fewer than 15 days before: rescheduling is possible only by mutual agreement, and we may charge any non-refundable costs we have incurred, such as travel bookings or printing.
4.2 Cancellation
- More than 30 days before the agreed date: we refund any amount paid, minus any reasonable costs already incurred for preparing or adapting materials or for non-refundable travel, which we will itemise.
- Between 15 and 30 days before: 50% of the agreed price is due.
- Fewer than 15 days before: the full agreed price is due.
4.3 Changes in participant numbers
A change in the number of participants within the agreed maximum does not affect the price. If fewer participants attend than planned, the price remains the same. If you wish to add participants beyond the agreed maximum, please contact us in advance; additional costs may apply. Where a quotation for In-House Training contains different cancellation terms, the terms of the quotation apply.
5. Coaching packages
Coaching packages consist of a set number of hours with a trainer, delivered online or in Brussels.
- Cancelling the package: you may cancel a coaching package for a full refund at any time before the first session takes place, provided you do so within 14 days of the booking. After that, or once the first session has taken place, unused hours are not refundable, but remain available for use within the validity period.
- Rescheduling a session: you may reschedule an individual session free of charge if you give us at least two working days’ notice. With less notice, or in case of a no-show, the time reserved is counted as used, except in cases of illness or emergency, where we will try to be flexible.
- Validity: coaching hours must be used within six months of the booking date, as set out in our Terms and Conditions. If a delay is caused by us, the validity period is extended accordingly.
- Transfer to a colleague: unused hours may be transferred to another person in the same organisation, with our agreement, provided that the original Participant consents.
6. Cancellation or postponement by us
We may need to cancel or postpone a session, for example if an Open Course does not reach the minimum number of participants, if the trainer is ill and no suitable replacement is available, or because of force majeure such as a public transport strike, a venue closure or public health measures.
If this happens, we will inform you as soon as possible, normally at least 10 days before an Open Course when the cancellation is due to low numbers. You may then choose between:
- a full refund of the amount paid for the cancelled session, including any administration fee; or
- a transfer to another date of the same course, or to a different course, at no extra cost; or
- where we offer it, online delivery of the session on the same or a different date.
Our liability is limited to these options. We are not responsible for travel, accommodation or other costs incurred by Participants, so we recommend booking travel on flexible or refundable terms, especially for Open Courses that are not yet confirmed as running.
7. EU consumer right of withdrawal
Most of our Customers are organisations booking for professional purposes. The statutory right of withdrawal described in this section applies only to Consumers, meaning individuals booking for purposes outside their trade, business, craft or profession, who book at a distance (for example, through our website or by email) or off-premises.
7.1 The general 14-day right
Under Directive 2011/83/EU on consumer rights, as implemented in Belgium by Book VI of the Code of Economic Law, Consumers generally have the right to withdraw from a distance contract for services within 14 days of the day the contract is concluded, without giving any reason.
7.2 Exception for services on a specific date
Under Article 16(l) of Directive 2011/83/EU (Article VI.53, 12° of the Belgian Code of Economic Law), the right of withdrawal does not apply to contracts for services related to leisure activities where the contract provides for a specific date or period of performance. Our Open Courses are held on a specific date, with places reserved and catering and materials ordered for each participant. Where this exception applies, the statutory right of withdrawal does not apply to bookings for Open Courses, and the cancellation terms in section 3 of this policy apply instead. We consider these terms to be generous compared with the statutory minimum.
7.3 Where the right of withdrawal applies
Where a Consumer does have a right of withdrawal, for example for a Coaching package that is not tied to a specific date:
- you may withdraw within 14 days of the booking by sending us a clear statement, for example by email to [email protected]. You may use the model withdrawal form set out in Annex 2 to Book VI of the Code of Economic Law, but this is not required;
- we will refund all payments received without undue delay and no later than 14 days after receiving your withdrawal, using the same means of payment unless you agree otherwise, at no cost to you;
- if you have expressly requested that the service begin during the withdrawal period, you will pay an amount proportionate to what has been provided until you informed us of your withdrawal;
- if the service has been fully performed during the withdrawal period, at your express request and with your acknowledgement that you would lose your right of withdrawal, the right of withdrawal no longer applies.
Where this policy gives you more favourable terms than the statutory right, you may rely on this policy. Nothing in this policy limits your statutory rights as a Consumer.
8. How to request a cancellation, transfer or refund
To make a request, please email [email protected] with:
- the subject line “Cancellation”, “Transfer” or “Substitution”, as appropriate;
- your order or invoice number;
- the name of the course or service and the date concerned;
- the names of the Participants affected;
- for a substitution, the name, job title and email address of the replacement;
- for a transfer, your preferred new date;
- for a refund paid by bank transfer, the account holder’s name and IBAN, if different from the account used for payment.
If you prefer, you can first call us on +32 2 403 49 83 to discuss the options, but please confirm your request by email, as only a written request fixes the notice date.
9. Processing time and method of refund
We will confirm receipt of your request within two working days and confirm the outcome, including any refund amount, in writing. Approved refunds are processed within 14 days of our confirmation. We will issue a credit note for accounting purposes.
Refunds are made using the same payment method as the original payment: online payments are refunded through the payment provider, and bank transfers are refunded by bank transfer. Depending on your bank or card provider, it may take a few additional working days for the refund to appear on your account. We do not charge fees for refunds; however, we cannot be responsible for charges applied by your own bank for international transfers.
10. Questions and complaints
If you have a question about this refund and cancellation policy or about a specific booking, please contact us at [email protected] or on +32 2 403 49 83. If you are not satisfied with how we have handled a request, please follow the complaints procedure in our Terms and Conditions.
11. Changes to this policy
We may update this policy from time to time. The version in force on the date of your booking applies to that booking. The date at the top of this page shows when it was last revised.