NCT moving to online course - do I have the right to a full refund?

Harriet71189

Hi,
We are due to start our NCT course in April and I emailed them on the 20th march to see whether they would still be going ahead due to coronavirus. They replied a few days later saying that they've basically moved the course online with some kind of video chat aspect so that you still "meet" local couples.

I understand that they've had to adapt the course due to situations outside of their control but ultimately this isn't something we want to do - am I fair in saying that this new offering is not fit for purpose/not what we signed up for? They have only offered a refund of 50% as we're within 4 weeks of the start date (for context it was three weeks when I emailed to enquire what was happening, we hadn't heard anything from them at that stage).
Our own circumstances have now changed due to coronavirus- for example I work in travel and so my income will now drop a lot between now and my maternity starts as nobody is able to travel therefore no new commission for me. We just can't justify paying £200+ for something which isn't what we actually ordered - there are alternative cheaper online courses out there and I have since connected with a load of local mum to bes through social media.

I've said I'm happy to pay the £30 refund but claim a full refund on the rest - which is their standard cancellation policy for bookings cancelled 4+ weeks prior to the start.

Am I being out of order or should I be able to cancel due to the circumstances?

Thanks!

keithdc

The reality of NCT classes: https://www.youtube.com/watch?v=khfJ-HB12Z0  
(Sorry not helpful, but it is funny)

jenniferswaze

@Harriet71189 As the NCT is no longer running the course as advertised when you bought it, they are obliged to give you a full refund. An alternative course in any form is not what you bought. Consumer Rights Act 2015. MSE won’t let me post a link to the Act on the govt website legislation.gov.uk but described in section11 of that Act.

harnatt

I had the same question. I'm ahppy to do the courses online but in the email confirmation I had this morning I see that they are additionally looking at different dates and timings. Our course wasn't due to start until the end of June but my availbility won't change as I am still working remotely full time, as is my husband. If the course has both moved online, and to different dates and times I will be pushing for a full refund as this is not what I purchased. Has anyone successfully received a full refund?

harnatt

An update on this- NCT got back to me to make the following offer:

"We completely understand that whilst the content and the interaction are as great as ever, the format will be different from what you were expecting upon booking. In response, we would love to offer a goodwill gesture in addition to the extra support time. We’re proposing a choice of:

• free 18 month NCT membership, giving you access to great deals and money-off vouchers, 
• a 15% discount off your original course price, or
• you can choose to donate this 15% discount to support our infant feeding helpline, open every day until midnight providing invaluable support to parents with questions on breastfeeding, bottle-feeding or maybe both"