Oakmere Life · Policies & information
OAKMERE LIFE BOOKING TERMS, CANCELLATION AND REFUND POLICY
Version 1.0
Date: 27 September 2026
1. About these terms
These terms apply when a consumer books an Oakmere Life course.
Oakmere Life is a trading name of Oakmere Clinical Services Ltd, a company registered in England and Wales.
Companies House number: 15731353
Registered office: 61 Rodney Street, Liverpool, England, L1 9ER
Customer service email: hello@oakmerelife.com
Please read these terms before booking.
Nothing in these terms affects your statutory consumer rights.
2. Our courses
Oakmere Life provides family education and training.
Courses may include:
Baby Emergency Essentials and other baby or child first-aid education;
hypnobirthing;
antenatal and birth-preparation education; and
related family education courses.
The description, location, duration, price and main content of each course will be shown on the relevant booking page.
3. Booking and payment
The price shown during booking is the price payable unless an obvious pricing error has occurred.
Payment must normally be made using the payment methods available at checkout.
Submitting payment information does not by itself guarantee a place.
Your booking is accepted, and a contract is formed between you and Oakmere Clinical Services Ltd, when we send you a booking confirmation.
If payment has been taken but we cannot accept your booking, we will refund the payment.
4. Confirmation
We will normally send a confirmation email containing or linking to:
the course booked;
the course date and time;
the venue or delivery arrangements;
the amount paid;
joining information where available; and
these Booking Terms or a durable copy of them.
Please check the confirmation and tell us promptly if anything is incorrect.
5. Course capacity
Oakmere Life deliberately uses small-group teaching.
Course capacities may vary depending on:
course type;
venue;
equipment available;
practical teaching requirements; and
instructor numbers.
A booking is only valid for the number of people stated on the confirmation.
Additional attendees may not be admitted where this would exceed safe or appropriate capacity.
6. Your 14-day cooling-off right
Where you book online, by telephone or through another distance-sales method, Oakmere Life provides a 14-day cooling-off period beginning on the day after the contract is entered into, subject to the rules below.
During this period you may cancel without giving a reason.
If no part of the service has been provided, you will receive a full refund.
This right takes priority over Oakmere Life's ordinary commercial cancellation terms below.
7. Courses taking place within the 14-day cooling-off period
You may choose to book a course which starts before your 14-day cooling-off period has expired.
Where this applies, we may ask you to expressly request that Oakmere Life begins providing the service during the cooling-off period.
For example, the checkout may ask you to confirm:
“I request Oakmere Life to begin providing the course or related service during my 14-day cancellation period if the course is scheduled to start within that period. I understand that if the service is fully performed during that period, I will lose my statutory right to cancel once it has been fully performed. If I cancel after part of the service has been supplied, I may have to pay a proportionate amount for the part supplied.”
For a single-session course that you attend in full, the service will normally have been fully performed by the end of that session.
For a multi-session course, if you exercise a valid cancellation right after teaching has begun, you may be required to pay a reasonable proportion of the total price reflecting the service already supplied.
8. How to exercise your cooling-off right
Email:
hello@oakmerelife.com
and clearly state that you wish to cancel.
You do not have to give a reason.
You may use the cancellation form at the end of these terms, but you do not have to use that form.
Where a refund is due under your statutory cancellation rights, we will normally issue it using the original payment method and within the period required by law.
9. Oakmere Life's additional cancellation policy
The following policy applies once any applicable statutory cooling-off right has expired.
The notice periods are measured from the scheduled start of the first session of the course.
14 days or more before the course
You may choose:
a full refund; or
one transfer to another available date without a transfer fee.
Between 7 and 13 days before the course
You may choose:
a refund of 75% of the course fee; or
one transfer to another available date without a transfer fee.
Between 72 hours and 6 days before the course
You may choose:
a refund of 50% of the course fee; or
one transfer to another available date, subject to a reasonable rebooking charge not exceeding 10% of the course fee or £10, whichever is lower.
Less than 72 hours before the course
No automatic cash refund is normally available.
We may offer a transfer to another course where circumstances reasonably justify it and capacity allows.
Fairness of cancellation charges
These percentages represent the maximum deduction, not an automatic penalty.
Oakmere Life will not retain more than its reasonable net loss resulting from your cancellation.
We will take reasonable steps to reduce that loss, including offering an available place to another customer where practicable.
If we successfully resell your place, we will normally refund the amount you paid less a reasonable administration cost, which will not exceed 10% of the course price or £10, whichever is lower.
10. Transfers
Where these terms allow a transfer:
it is subject to availability;
it normally applies once per original booking; and
the replacement course should normally be taken within six months where a suitable course is available.
A transferred booking cannot normally be repeatedly transferred, although we may exercise discretion in exceptional circumstances.
11. Illness
Please do not attend if you, or a baby or child accompanying you, is significantly unwell or is likely to present an avoidable infection risk to other participants.
If genuine illness prevents attendance and you contact us before the course starts, we will normally try to offer one transfer to another available course.
We do not ordinarily require detailed medical information or medical evidence.
This discretionary illness arrangement does not create a right to repeated transfers.
12. Non-attendance
If you do not attend and have not contacted us before the course begins, the booking will normally be treated as a no-show.
No refund or transfer will normally be available for a no-show.
This does not affect rights which cannot lawfully be excluded.
13. Late arrival
Please arrive at the time stated in your joining instructions.
For practical courses, important safety information or sequential teaching may be given at the beginning.
Where a participant arrives substantially late, an instructor may decide that it is unsafe or educationally inappropriate for them to join a particular practical element.
We will act reasonably, but late arrival caused by the participant does not automatically entitle them to a refund.
14. Substitutions
If you cannot attend, you may ask to send another suitable adult in your place.
Please tell us before the course where reasonably possible so that we can update course records.
A substitution may be refused where:
the course is specifically tailored to the original participant;
eligibility requirements would not be met; or
there is another reasonable safety or administrative reason.
15. Multi-session courses
For a course delivered over several sessions, cancellation periods in our commercial policy are measured from the first session.
Missing an individual session does not normally create a right to a refund.
Where possible, we may offer:
course materials;
a catch-up arrangement;
attendance at an equivalent future session; or
another reasonable alternative.
These options depend on the nature of the course and availability.
Unexpected pregnancy, birth or significant family circumstances will be dealt with reasonably and sympathetically.
16. Minimum attendance and course viability
Some courses require a minimum number of participants to be viable.
If minimum attendance is not reached, we may postpone or cancel the course.
Where Oakmere Life cancels a course for this reason, you may choose:
a transfer to another available date; or
a full refund of the course fee paid.
We are not responsible for unnecessary travel or accommodation costs unless we have expressly agreed otherwise.
17. Cancellation or postponement by Oakmere Life
We may need to cancel or postpone a course because of matters such as:
instructor illness;
venue closure;
unsafe conditions;
severe weather;
insufficient attendance; or
circumstances outside our reasonable control.
If we cancel a course and cannot provide it, you may choose:
a full refund; or
transfer to another available course.
If only part of a multi-session course cannot be provided and no reasonable replacement is offered, we will provide an appropriate refund for the affected part.
18. Changes to venue, date or instructor
Occasionally we may need to make a reasonable change to:
the instructor;
training room;
venue;
timetable; or
other administrative arrangements.
We will only do so for a legitimate reason and will try to avoid materially reducing the service you purchased.
An alternative instructor will be suitably competent to deliver the relevant course.
If a change is material — for example a substantial change of date or a venue moved an unreasonable distance — and you reasonably cannot attend as a result, we will offer a transfer or refund.
19. Events outside our reasonable control
Neither you nor Oakmere Life will be responsible for failing to perform an obligation where performance is prevented by an event genuinely outside reasonable control.
Examples may include serious weather disruption, venue closure, major transport disruption, government restrictions or other exceptional events.
We will take reasonable steps to minimise disruption.
If the course cannot reasonably be rearranged within an appropriate period, we will refund the part of the service that has not been provided.
20. Behaviour and safety during practical training
Some Oakmere Life courses include practical activities such as:
cardiopulmonary resuscitation practice;
choking techniques;
use of training AEDs;
recovery-position practice; or
other practical exercises.
Please:
follow reasonable instructor directions;
use training equipment as demonstrated;
tell the instructor if you do not understand an activity;
stop an exercise if you feel unsafe or unwell; and
behave respectfully towards other participants and staff.
Participants should work within their own physical capability.
You are not required to disclose a detailed medical history.
If there is something an instructor reasonably needs to know in order to adapt an exercise safely, you may tell them privately.
We may ask someone to stop an activity or leave a course where their behaviour creates a genuine safety risk or seriously disrupts other participants.
21. Babies and children attending
Where a course permits babies or children to attend, the accompanying parent, guardian or responsible adult remains responsible for their supervision and welfare.
Oakmere Life instructors do not take over parental or childcare responsibility merely because a child is present at a course.
Please follow any venue-specific safety instructions.
22. First-aid education
Oakmere Life first-aid courses provide education and practical training.
They do not provide individual medical diagnosis or treatment.
Course information is not a substitute for seeking appropriate medical help when someone is ill or injured.
In an emergency, participants should seek appropriate emergency assistance.
23. Certificates
Unless a course is expressly advertised as an externally accredited qualification, any certificate issued by Oakmere Life is a certificate of attendance or completion.
It does not by itself certify professional clinical competence, employment competence or regulatory qualification.
24. Hypnobirthing and antenatal education
Hypnobirthing and antenatal education is intended to support preparation, information and confidence.
It does not guarantee:
a particular type of birth;
avoidance of medical intervention;
a particular clinical outcome; or
that an individual's birth plan will be achievable.
Clinical decisions should be discussed with the relevant midwife, doctor or other healthcare professional.
25. Our responsibility to you
Oakmere Life will provide services with the reasonable care and skill required by law.
Nothing in these terms excludes or limits liability where it would be unlawful to do so.
In particular, nothing excludes or limits liability for:
death or personal injury caused by our negligence;
fraud or fraudulent misrepresentation;
breach of rights that cannot lawfully be excluded under consumer law; or
any other liability which the law does not permit us to exclude.
Subject to those protections, we are not responsible for losses that were not reasonably foreseeable when the contract was entered into.
Our courses are supplied to consumers for personal purposes. We are not responsible for business losses arising from a consumer booking.
26. Complaints
If you are unhappy with an Oakmere Life course, please contact:
hello@oakmerelife.com
We will try to resolve concerns promptly and fairly.
Data protection complaints may be made separately to:
hello@oakmerelife.com
27. Governing law
These terms are governed by the law of England and Wales.
If you are a consumer resident elsewhere in the United Kingdom, this does not remove any mandatory consumer protection or rights you have to bring proceedings in a court available to you under applicable law.
28. Model cancellation form
You may use this form to cancel during an applicable statutory cancellation period, although you do not have to use it.
To: Oakmere Clinical Services Ltd trading as Oakmere Life
Email: hello@oakmerelife.com
Address: 61 Rodney Street, Liverpool, England, L1 9ER
I hereby give notice that I cancel my contract for the following Oakmere Life course:
Course: ______________________________
Course date: __________________________
Booked on: ____________________________
Name: ________________________________
Address: ______________________________
Email: ________________________________
Date: _________________________________
Signature, if sent on paper: __________________________