11.0 Payment And Refunds
11.1 Is payment of ILA Scotland funds on commencement or completion of the course?
Payment of ILA Scotland funds is based on commencement of the course and is triggered by submission of the Learning Token. Tokens cannot be submitted before learning starts and must be submitted within 60 days of the course start date. Payments will be made on the 1st of each month. For all payment claims, there will be a minimum period of 31 days between receipt of the Learning Token and payment.
11.2 Is payment dependent on the learner achieving the qualifications; will there be any claw back if they don’t?
We are obviously keen to see people gaining qualifications but this isn’t a requirement for payment, payment is based on participation. This recognises that for many non-traditional or new learners, courses funded by ILA Scotland will often be a first step back into learning. Consequently, payment will be made upon commencement of learning. Learner tracking will monitor participation and learner rates of drop-out, and this aspect of the scheme will be kept under ongoing review.
11.3 Is it possible to make a refund to the learner if they want to change or cancel a course?
A course can be changed or cancelled right up until the payment is made for the course. The payment will then be stopped for the course booking and, if the learner wishes to change course, a request for a new course can be submitted.
If the learner has already submitted the Learning Token and paid for the course, you can cancel the booking through the ILA Scotland system but this would be done on the understanding that you would not receive any payment, in terms of ILA Scotland funds, for this course. In terms of any contribution made by the learner, a refund can be offered to the learner at your discretion.
11.4 If a learner cancels their course what is our obligation to refund the course fee?
Once the learner has handed over their Learning Token, you can request the funds and learners will be advised that this is the case. If you want to provide a refund, this can be accommodated.
11.5 Will we be notified if a learner cancels with ILA Scotland?
Learners are not able to cancel their courses directly with ILA Scotland. They are required to inform the provider of their intention to cancel. Cancellation is then captured through the ILA Scotland system.
11.6 What happens if we cancel a course after it has started?
If you cancel a course after it has started, you may choose to reimburse the learner and may therefore also need to re-credit the learner’s ILA Scotland account on the same basis. Practices will vary between you as providers in relation to cancellation.
11.7 Will it be possible for us to swap funds between providers if the learner changes to a different course?
It is not possible for you to transfer funds between learning providers. In this set of circumstances it would be necessary to have the ILA Scotland funds refunded to the learner’s account so that the funds would then be available for booking with another provider.
11.8 Will full payment be made to us at the start of learning; if the learner drops out after a course starts, will the money be reclaimed?
Full payment is available to the provider from the first attendance at learning, provided that the Learning Token is submitted at this time. It will be made very clear to the learner in the scheme learner guidance that once they have commenced learning and provided the Learning Token, the learning provider is entitled to claim the full ILA Scotland payment set out in the Learning Token. Guidance for learners will therefore emphasise the importance of the learner being certain of the training they wish to undertake. Guidance to intermediaries will reinforce this message. If drop-out rates are high for a certain provider or course, there may be an investigation into the quality of that particular course or provider. Should problems be identified, the course / learning provider may be suspended or removed from the ILA Scotland scheme.
11.9 What guarantees can be given that payments will be made promptly?
Payments will be made of the 1st of each month. For all payment claims, there will be a minimum period of 31 days before payment.
11.10 Is there an alternative payment method, such as electronic transfer, rather than the use of BACS?
All payments will be made by BACS. There will be no other means of payment.