Returns, Refunds and Cancellation Policy

Last updated: 5 August 2026

This policy explains how cancellations and refunds are handled by Early Years Business Support Limited (“EYBS”, “we”, “us” or “our”).

Early Years Business Support Limited is registered in England and Wales under company number 15975558.

Our registered office is The Barn, 8 Oakley Hay Lodge, Great Folds Road, Corby, Northants, NN18 9AS. You can contact us at info@earlyyearsbusinesssupport.co.uk.

This policy should be read alongside any service agreement, package terms or product-specific conditions provided to you before purchase.

1. Business and Consumer Purchases

Many EYBS services are purchased by nurseries, early years settings, companies and individuals acting for purposes connected with their business or profession. These are classed as business-to-business purchases.

Statutory consumer cancellation rights generally do not apply where a purchase is made wholly or mainly for business purposes. Refunds and cancellations for business customers will therefore be governed by this policy and any applicable service agreement.

Nothing in this policy limits any rights that cannot legally be excluded.

2. Digital Downloads and Resources

Digital products may include templates, policies, guides, recordings, training materials, checklists and other downloadable or electronically supplied resources.

Because digital resources cannot ordinarily be returned once supplied or accessed:

• digital purchases are normally non-refundable once the download, delivery or access has begun;

• by requesting immediate access to digital content, a consumer agrees that delivery may begin during the statutory cancellation period; and

• where legally applicable, the consumer acknowledges that their right to cancel will be lost once the digital content has been supplied or accessed.

Please review the product description carefully before purchasing.

A refund may be considered where:

• the wrong digital product has been supplied;

• a file is corrupted or cannot be accessed and we are unable to provide a working replacement;

• the product has been materially misdescribed; or

• the digital content does not meet your applicable statutory rights.

You must contact us within 14 days of purchase and provide your order details and a description of the problem.

We may first attempt to replace, repair or resend the relevant digital resource before issuing a refund.

3. Consultancy, Training and One-Off Services

You may request cancellation of a one-off consultancy session, training session, audit, visit or other booked service by contacting us in writing.

Unless different terms were provided when booking:

• cancellations made more than 14 calendar days before the scheduled service may be transferred to another available date or refunded;

• cancellations made between 7 and 14 calendar days before the scheduled service may be transferred once to another available date, but are normally non-refundable;

• cancellations made fewer than 7 calendar days before the scheduled service are non-refundable; and

• failure to attend a booked session without prior notice will be treated as a cancellation and no refund will be provided.

Where travel, accommodation, venue hire or other external costs have already been incurred, these costs may be deducted from any refund or remain payable by the customer.

At our discretion, we may make exceptions in cases of serious illness, bereavement or other exceptional circumstances.

4. Services Started During a Consumer Cancellation Period

Where you purchase a service as a consumer online, by telephone or away from our usual business premises, you may have a legal right to cancel within 14 days of entering into the contract.

Where you ask us to begin providing the service during that period:

• you expressly request that the service begins before the cancellation period has ended;

• if you later cancel, you may be required to pay for the work completed up to the date of cancellation; and

• once the service has been fully performed, you may lose your statutory right to cancel, provided you requested early performance and acknowledged this consequence.

This section does not apply to purchases made wholly or mainly for business purposes.

5. Support Packages and Fixed-Term Agreements

EYBS support packages may be provided under fixed-term agreements of 12 or 18 months, depending on the package selected.
By purchasing or signing up for a support package, you agree to the minimum contract period, monthly charges and cancellation provisions stated in the relevant proposal, service agreement or package description.

A request to stop using the service does not automatically end your payment obligations during a minimum contract period.

Early termination and refunds will only be available where:

• the relevant service agreement expressly permits early termination;

• both parties agree in writing to end the agreement;

• EYBS has committed a material breach that has not been remedied within a reasonable period after written notice; or

• termination is required by law.

Payments already made for work delivered, resources supplied, reserved consultancy capacity or costs incurred are normally non-refundable.

Where an agreement permits cancellation by notice, the required notice must be given in writing to info@earlyyearsbusinesssupport.co.uk.

6. Group Sessions, Courses and Programmes

Fees for group sessions, courses, programmes or workshops are normally non-refundable once:

• the session or programme has begun;

• access to recordings or course materials has been provided; or

• a place has been reserved and the stated cancellation deadline has passed.

Where possible, we may allow you to transfer your booking to another session or eligible participant. Any transfer is subject to availability and our written approval.

7. Bespoke and Personalised Work

Payments for bespoke, branded or personalised work are non-refundable once work has begun.

This includes, without limitation:

• branded policies and templates;

• handbooks and induction packs;

• setting-specific audits or reports;

• customised risk-assessment documentation;

• curriculum or compliance documentation;

• marketing reports;

• personalised training materials; and

• other resources created or adapted specifically for your organisation.

Where a deposit or advance payment has been made, it may be retained to cover work completed, time reserved and costs incurred.

8. Physical Products

Where EYBS supplies a physical product, consumers may have the right to cancel an online order within 14 days of receiving it, unless an exception applies.

After notifying us of cancellation, the product must normally be returned within a further 14 days. It must be unused, in a resalable condition and, where reasonably possible, in its original packaging.

Unless the item is faulty, damaged or incorrect, the customer is responsible for return postage and for ensuring that the item reaches us safely.

Please contact us before returning an item so that we can provide the correct return instructions. Do not send items to our registered office without prior written approval.

Personalised, bespoke or made-to-order physical products cannot normally be returned unless they are faulty or materially different from their description.

9. Faulty, Incorrect or Misdescribed Products and Services

Please contact us promptly if you believe a product or service is faulty, incorrect, inaccessible or materially different from its description.

Include:

• your full name;

• your organisation’s name, where applicable;

• your order or invoice number;

• the date of purchase;

• details of the issue; and

• any relevant screenshots or supporting information.

We will assess the issue and, where appropriate, offer a correction, replacement, repeat performance, price reduction or refund in accordance with your applicable legal rights.

10. Refund Processing

Approved refunds will normally be made using the original payment method.

We aim to process approved refunds within 14 days of confirming that a refund is due. Your bank or payment provider may take additional time to credit the funds to your account.

Refunds will not normally include:

• work already completed;

• services already received;

• digital products already supplied or accessed;

• non-recoverable third-party costs;

• travel or accommodation expenses already incurred;

• payment-processing fees where these cannot be recovered by us; or

• costs resulting from information, access or cooperation not being provided by the customer.

11. Rescheduling or Cancellation by EYBS

We may occasionally need to reschedule a session or service because of illness, emergencies, travel disruption, insufficient attendance or circumstances outside our reasonable control.

Where this happens, we will offer an alternative date or make reasonable alternative arrangements.

If we cancel a one-off service and cannot provide a suitable replacement, we will refund the amount paid for the part of the service that has not been provided.

We are not responsible for indirect losses or additional expenses incurred as a result of a rescheduled or cancelled service, except where liability cannot legally be excluded.

12. How to Request a Cancellation or Refund

To request a cancellation, return or refund, email:

info@earlyyearsbusinesssupport.co.uk

Please include your name, organisation, order or invoice number, the product or service purchased, and the reason for your request.

A cancellation will only take effect when it has been received by us. We recommend retaining a copy of your cancellation request.

13. Consumer Cancellation Form

Consumers may use the following wording, although use of this form is not compulsory:

To: Early Years Business Support Limited
Email: info@earlyyearsbusinesssupport.co.uk

I hereby give notice that I wish to cancel my contract for the following product or service:

Product or service:

Order or invoice number:

Ordered on:

Customer name:

Customer address:

Date:

Signature, where submitted on paper:

14. Complaints

If you are unhappy with how a cancellation or refund request has been handled, please contact us at info@earlyyearsbusinesssupport.co.uk.

We will review your concerns and aim to respond within a reasonable period.

15. Changes to This Policy

We may update this policy occasionally to reflect changes to our services, business practices or legal obligations.

The version published on our website at the time of your purchase will normally apply to your order, together with any separate agreement entered into between you and EYBS.