Refund & Cancellation Policy

Effective Date: 1st August 2026

Ubuntu.Lab Institute (“ULI”) is committed to providing high-quality learning experiences while maintaining fair and transparent arrangements for participants who may need to cancel or change their participation.

ULI programmes often require significant advance commitments, including venue and accommodation bookings, facilitator and speaker arrangements, transportation, programme materials, catering and other operational costs. Many of these costs are committed several months before a programme begins and may be non-refundable.

This policy is intended to balance flexibility for participants with the commitments required to successfully deliver our programmes.

1. Scope

This policy applies to registrations for ULI:

• in-person residential programmes;
• in-person non-residential programmes and workshops;
• online programmes and cohorts; and
• hybrid programmes.

Bespoke programmes, corporate engagements and programmes commissioned specifically by an organisation may be subject to separate contractual terms and cancellation arrangements agreed with the client.

Where a specific programme has additional or different cancellation terms communicated at the time of registration, those programme-specific terms will apply.

2. Registration and Confirmation

A place on a ULI programme is held upon receipt of the required full payment or deposit, where a deposit arrangement is offered.

Registration is confirmed when ULI issues written confirmation of the participant’s place.

Where payment by instalments is offered for a particular programme, the applicable payment schedule will be communicated at registration. Failure to make payments by the specified due dates may result in cancellation of the participant’s place.

Any refund relating to deposits or instalment payments will be determined in accordance with the cancellation timelines in this policy and any programme-specific payment terms communicated at registration.

3. Participant Cancellations and Refunds

All cancellation requests must be submitted in writing to ULI.

Refund eligibility will be determined by the date on which ULI receives the written cancellation request.

Unless different terms are specified for a particular programme, the following standard refund schedule will apply:

For cancellations received more than 60 days before the programme, the 15% retained represents an administrative and cancellation fee.

The reduced refunds closer to the programme date reflect costs and financial commitments that ULI may already have incurred in preparing for the participant’s attendance.

Transaction charges, payment processing fees, bank charges, foreign exchange costs and other non-refundable third-party transaction costs are excluded from any refund.

4. Programme Credit Instead of a Cash Refund

Where a participant is unable to attend, they may request to transfer the value of their eligible refund toward a future ULI programme instead of receiving a cash refund.

To encourage continued participation, ULI may provide programme credit equivalent to 130% of the cash refund otherwise due at the time of cancellation, up to a maximum of 100% of the original programme fee paid.

Under the standard refund schedule, this would generally operate as follows:

Programme credit:

• is valid for 12 months from the original programme start date;
• may be applied toward an eligible ULI programme taking place within that period;
• has no cash value and cannot subsequently be exchanged for a cash refund;
• may be subject to availability and the admission requirements of the future programme; and
• where the new programme costs more than the available credit, the participant will be required to pay the difference.

Where no suitable ULI programme is available within the 12-month validity period, ULI may, at its discretion, consider extending the validity of the credit.

5. Participant Substitutions

A registered participant who is unable to attend may nominate another person to take their place.

Substitutions requested at least 14 days before the programme begins will normally be accepted at no additional cost, provided that the substitute participant meets any applicable admission or eligibility requirements.

Substitution requests received less than 14 days before the programme begins may still be considered, subject to operational feasibility and admission requirements. Where accepted, ULI may charge an administrative fee of up to 10% of the programme fee to cover additional costs arising from late changes to accommodation, participant records, materials, catering, transportation or other programme arrangements.

Any unavoidable third-party costs arising directly from the late substitution may also be payable by the participant where these have been clearly communicated before the substitution is confirmed.

6. Exceptional Circumstances

ULI recognises that exceptional circumstances may sometimes prevent a participant from attending a programme.

Such circumstances may include serious illness, bereavement, visa refusal, significant travel disruption or other unforeseen events outside the participant’s reasonable control.

Requests relating to exceptional circumstances will be considered on a case-by-case basis and at ULI’s discretion. Depending on the circumstances, timing, supporting documentation and costs already incurred, ULI may offer:

• a full or partial refund;
• transfer to another programme;
• programme credit;
• participant substitution; or
• another reasonable arrangement.

Consideration of an exceptional circumstance does not automatically guarantee a refund or transfer.

For visa-related requests, ULI may require evidence that the participant applied for the relevant visa within a reasonable period and complied with the applicable application requirements.

7. Cancellation by Ubuntu.Lab Institute

ULI reserves the right to cancel a programme where circumstances make it necessary to do so.

Where ULI cancels a programme and does not offer a suitable alternative or rescheduled programme, participants will be entitled to a 100% refund of programme fees paid directly to ULI.

Participants may alternatively choose to transfer the full amount paid as credit toward another eligible ULI programme.

ULI will endeavour to communicate any cancellation as early as reasonably possible.

8. Programme Postponement or Rescheduling

Where ULI postpones or reschedules a programme, registered participants will normally be given the option to:

1. retain their registration for the rescheduled dates;
2. transfer the amount paid as credit toward another eligible ULI programme; or
3. request a refund of programme fees paid to ULI.

Any specific arrangements will be communicated to affected participants based on the circumstances of the postponement or rescheduling.

9. Events Beyond ULI’s Reasonable Control

ULI will not be responsible for failure or delay in delivering a programme where this results from circumstances beyond its reasonable control.

Such circumstances may include natural disasters, severe weather, epidemics or public health emergencies, government restrictions, civil unrest, security concerns, transport disruption, venue closure or other comparable events.

Where such circumstances affect a programme, ULI will make reasonable efforts to provide an appropriate alternative, which may include:

• rescheduling the programme;
• changing the venue or mode of delivery;
• transferring registration to a future programme;
• providing programme credit; or
• issuing a full or partial refund, where appropriate.

Any refund will take into account the circumstances of the cancellation and any non-recoverable costs already reasonably incurred by ULI in delivering the programme.

10. Travel, Visa and Other Personal Expenses

Unless expressly stated as included in the programme fee, participants are responsible for arranging and paying for their own:

• flights and other travel;
• visas and immigration requirements;
• travel and medical insurance;
• vaccinations or health requirements;
• additional accommodation; and
• other personal or incidental expenses.

ULI is generally unable to reimburse expenses paid directly by participants to airlines, hotels, visa authorities, travel agents or other third parties, including where a programme is cancelled, postponed or rescheduled.

Participants are strongly encouraged to obtain appropriate travel insurance and, where possible, make flexible or refundable travel arrangements.

ULI’s financial liability in relation to a cancellation or refund is limited to eligible amounts paid directly to ULI, subject to applicable law.

11. Refund Processing

Approved refunds will be made, where reasonably possible, using the original method of payment.

ULI will endeavour to process approved refunds within 30 days of confirming the refund.

The amount received may be affected by bank charges, payment processing fees, exchange-rate fluctuations or other third-party charges outside ULI’s control.

12. How to Request a Cancellation, Transfer or Substitution

Requests for cancellations, programme credits, transfers or participant substitutions must be submitted in writing to:

Ubuntu.Lab Institute
Email: [Insert official email address]

The request should include:

• the participant’s full name;
• the name and date of the programme;
• the registration or payment details, where applicable;
• the nature of the request; and
• any relevant supporting documentation.

A request will be considered received when it has been received by ULI through the designated contact channel.

13. Changes to this Policy

ULI may update this Refund & Cancellation Policy from time to time.

The policy and programme-specific terms applicable at the time a participant registers and makes payment will generally govern that registration, unless a change is required by applicable law or is expressly agreed otherwise.