Newly Updated Training Session Cancellation and Non-Attendance Policy

Terms and Conditions - Cancellations and Non-attendance
At a time of significant financial constraints and reduced funding, the Training Hub is committed to ensuring best value for money in the delivery of our fully funded education and training opportunities for staff across all of General Practice in Lancashire and South Cumbria. 
Although these sessions are offered free of charge to individuals, they are not without cost to the Training Hub and the system.  
We are accountable to our commissioners for utilisation of funding, and high levels of non-attendance directly impact the number and range of courses we are able to provide. 
The Challenge 
  • In Quarter 1 (April–June 2025) we recorded an average non-attendance rate of 30%, equating to almost £30,000 in wasted funds 
  • This is funding that could otherwise have enabled hundreds of staff to access essential clinical and non-clinical training. 
New Standards 
To protect training provision for the wider system, we have introduced a standardised cancellation and non-attendance policy: 
  1. Minimum Notice Period 

    • A minimum of 7 calendar days’ notice is required to cancel a booking

  2. Late Cancellations and Non-Attendance 
    • Cancellations made with fewer than 7 days’ notice will incur a charge to the employing practice/organisation. This is aligned with our fee-paying delegates. Should you wish to nominate a substitute delegate please provide their email address through the cancellation section on the Medtribe booking system. This will prevent charges being incurred if the substitute delegate attends the session
    • Failure to attend (without prior cancellation) will incur the same charge 
    • Charges will be invoiced retrospectively at the end of each quarter 
    • Non-Attendance will be communicated back to delegates following the missed session 

    • All cancellations must be completed through Medtribe.  (a video is attached which shows this process)

  3. Charges
    Charges are dependant on the length of the session   
  • For sessions less than 2 hours the charge will be £35 
  • For sessions lasting 2-4 hours the charge will be £60  
  • For sessions more than 4 hours the charge will be £105 
  • For some specialist courses a higher fee may be charged. The price of the course will be visible on Medtribe
  1. Substitutions 
    • Where possible, practices are encouraged to nominate a substitute delegate from their team if the original attendee is unable to attend
    • Should you wish to nominate a substitute delegate please provide their email address through the cancellation section on the Medtribe booking system. This will prevent charges being incurred if the substitute attends the session. Dependant on how much notice is given to the training hub team substitutions may not always be possible. (a video is attached which shows this process)
       
  2. Exceptional Circumstances
    We recognise that genuine emergencies do arise. In exceptional cases, and at the discretion of the Training Hub, cancellation or non attendance charges may be waived. Please contact us through the cancellation section on the Medtribe booking system. (a video is attached which shows this process)

  3. Persistent Non-Compliance 

    Practices with repeated late cancellations or non-attendance may have future bookings restricted until charges are settled, or in serious cases, may have access to funded training temporarily suspended. 

Timescale
Changes to Medtribe will commence on 1st October. This will come into effect on 1st November 2025.
Summary
Please ensure all staff are aware of this policy when booking training. We are aware of the pressures faced by practices and in no way wish to impose further restrictions. However, by minimising late cancellations and non-attendance, we can reinvest resources into expanding training opportunities for the workforce and ensure equitable access across the system.
 

Payment and cancellations for paid tickets 

Payment is made at the time of booking through Medtribe on debit or credit card on the payment platform “Stripe”.  

Delegates will be charged the amounts above. 

The Training Hub will receive the whole amount paid minus an administration fee which is 4.5-6.5% of the transaction dependant on the card used, plus 20p.  

Delegates may cancel and receive a refund via Stripe minus the admin fee as stated above up to 7 days prior to the start of the course.  

Delegates who cancel less than 7 days will not receive a refund however they are able to substitute via the Medtribe booking system 

 Please find below a number of short "how to" videos:

How to register for a Medtribe account