NL FIRST AID BOOKING & CANCELLATION / RESCHEDULING POLICY

IMPORTANT INFORMATION. By booking a program or service with NL First Aid, including online or via an authorized affiliate, customers acknowledge that they have read, fully understood and agree to comply with NL First Aid's Booking & Cancellation Policy.

CUSTOMER / REGISTERED PARTICIPANT.  For the purposes of this policy, a Customer is the person (or Company) making a booking for a program or service for themselves and/or others and a Registered Participant is a person booked to take part in a program or to receive a service.  A person may be both the Customer and the Registered Participant. 

‘TO BE CONFIRMED’ (TBC) PARTICIPANT NAMES AND NAME CHANGES.  Customers may book programs with participants’ names ‘To Be Confirmed’ (TBC) at any point up to the scheduled start time.  Unless previously agreed in writing with NL First Aid, a TBC booking is considered a full booking for billing, cancellation, rescheduling and ‘no-show’ purposes.  A customer may change any participant registered by them on a program up to the scheduled start time without penalty.

PARTICIPANT DETAILS.  For registration with the Canadian Red Cross and/or WorkplaceNL or Transport Canada, the minimum participant details, required at the time of booking or prior to commencement of the program are as follows:

• Emergency, Standard and Advanced First Aid:  First and Last Name, email address and Year of Birth OR First and Last Name, Telephone Number, Mailing Address and Year of Birth 

• Marine Basic or Marine Advanced First Aid:  First and Last Name, email address, mailing address, full Date of Birth

• All Other Programs:  First and Last Name, email address

PAYMENT / BILLING.  Programs and services must be paid for in full to confirm a booking unless previously agreed to in writing by NL First Aid – i.e. booked by company Purchase Order (PO) for invoicing.   Issue of a PO or agreement in writing regarding invoicing is considered a full booking for billing, cancellation, rescheduling and ‘no-show’ purposes. 

BOOKING CANCELLATION:  Unless otherwise agreed to prior to booking or under a pre-existing client arrangement, the following applies to cancellation of a booking:

• BY THE CUSTOMER.  If a booking is cancelled five (5) or less business days prior to course commencement, no refund is offered for pre-paid bookings and PO/Invoiced clients will be responsible to pay the full fee, including for private/non-scheduled courses at the agreed amount.  Alternatively, customers may reschedule programs per details below.  Bookings cancelled six (6) or more business  days prior to commencement will be fully refunded.      

• BY NL FIRST AID.  NL First Aid will not cancel any course – even if only a single person booking is made - without full agreement with the customer(s), unless for reasons beyond its control.  For any program cancelled with agreement, unless beyond the control of NL First Aid, customers will be eligible for 100% refund or reschedule. 

• DUE TO COVID-19 ALERT LEVEL OR EMERGENCY PROTOCOLS.  If a program is cancelled due to the COVID-19 Alert Level or Emergency Protocols, customers will have the option of rescheduling to any program within 90 days* of training recommencement or being cleared to continue.  

• DELAY, POSTPONEMENT OR CANCELLATION DUE TO CIRCUMSTANCES BEYOND THE CONTROL OF NL FIRST AID (NON COVID-19 RELATED).   Customers of programs  delayed, postponed or cancelled due to circumstances which are beyond the control of NL First Aid, i.e. inclement weather, public emergency, etc are not eligible for a payment refund but may reschedule to an alternate program within 90 days*. 

• DUE TO MEDICAL REASONS.  If a customer (or person registered by them) cannot attend a program due to Medical Reasons, they may reschedule to an alternate program within 90 days* without penalty by providing NL First Aid with a verifiable physician’s certificate within 7 days of the original program starting date, specifying the program name, date(s) and stating that the registered participant should not, or was unable to, take part due to medical reasons (details of the medical condition are not required).  This includes anyone who chooses not to begin the program ‘on the day’ due to medical concerns after arrival at the training facility and before program commencement.

Rescheduling is not offered for participants who initially sign the program Release & Waiver prior to course commencement stating they have no medical or health related concerns about participation and later in the program declare a pre-existing condition which prevents them from, or may be aggravated by, continuing with one or more portions of the program.  Additionally, in such instances, no refund is offered and if the participant wishes to attend a later program, it must be re-booked.   

NON-COMPLETION OF BLENDED LEARNING ONLINE TRAINING.  Blended Learning courses require participants to complete a Knowledge Development program online prior to attending an in-class practical demonstration session.  Attending a practical demonstration session prior to completing online training is not permitted per program standards and is communicated to customers at the time of booking therefore non-completion of the online training is considered a cancellation by the customer and a re-booking is required to complete full training.   

• DUE TO 'NO SHOW'.  ‘No-Show’ is considered to be a cancellation of the program by the Customer per above and applies to the following:

  • a registered participant who arrives for training later than the scheduled start time or is late returning from a break on any day of a program, when training has already started. 

• a registered participant who fails to arrive for training on any day of a program.

Should a registered participant not show for a class already in progress or fail to return in time from a break without approval by prior notification or contact with the instructor, they will not be permitted to complete the training and if they wish to attend a later program, no refund or reschedule will be offered and it must be re-booked. 

Note:  Notwithstanding the above, NL First Aid understands that there may be circumstances such as heavy traffic, inclement weather, etc which may affect punctuality so if a program is underway, latecomers may be permitted to participate at the instructor’s discretion but only if doing so will not inconvenience or negatively affect the program for other participants, all required content can still be covered and minimum training times can be met.  In consideration of other participants who arrive on time for training, more than 15 minutes late for program start or 5 minutes late returning from a break is too late and is considered a ‘No-Show’.  The instructor’s decision is final in such circumstances. 

For security reasons during programs outside normal business hours – i.e. weekends and evenings at NL First Aid’s main training facility in the Relyon Nutec building, Mount Pearl, the doors will be locked 15 minutes after the scheduled start time.  Registered participants arriving later than this will be considered no-show and the instructor will not interrupt training for other participants to allow access for latecomers.    

CATCH-UP SESSIONS.  ‘Catch-Up’ sessions for participants who miss portions of training due to being late back from a break, etc may be arranged with the instructor but they are entirely at the discretion of the instructor and will incur a fee of $75 + HST for the first hour or part thereof (paid ‘up front’) and an additional $25 per subsequent half-hour or part thereof (paid prior to processing of certification).      

RESCHEDULING.  A booking may be rescheduled to another program/date (subject to availability) without penalty up to five (5) business days prior to course commencement.  Unless otherwise agreed to prior to booking or under a pre-existing client arrangement, a reschedule five (5) or less business days prior to course commencement will be charged as follows:

• 5 Business Days/10%

• 4 Business Days/20%

• 3 Business Days/30%

• 2 Business Days/40%

• 1 Business Day/50%

• ‘On the Day’ 75%

*For blended learning programs, rescheduling more than 6 weeks beyond completion of the online portion (4 weeks for Marine Basic First Aid) will require it to be completed again. 

RE-BOOKING FEE.  The re-booking fee for all courses, i.e. due to no-show, late arrival, etc is 75% of the original course fee, plus HST.   

EXPENSES.  If a customer is eligible for a refund or reschedule, NL First Aid will not reimburse customers for any expenses they may have incurred, such as travel or accommodation.

BUSINESS DAYS.  For the purposes of cancellation or rescheduling times above, Business Days are considered to be Monday to Friday, with the exception of statutory holidays.  Saturday, Sunday and any day Monday-Friday which is a statutory holiday are not considered business days, even if training programs are scheduled for those days.