Life likes to throw curveballs!
Our policies balance flexible customer service with our needs to operate. If you have any questions, we will be happy to help!
Pandemic Note: We provide both virtual and in-person options so we can deliver safe and healthy programs based on adapting public health measures as the pandemic rolls out.
Pricing and Travel Fees
Our administrative office is based in Ottawa, Ontario, but our services come to you wherever you are in the world! We have minimum charges which make it possible for us to keep our overall operating costs lower and travel fees will be quoted for programs where applicable.
Tentative vs Confirmed Bookings
You can request to be tentatively penciled in on our master calendar, in which case we will contact you before giving the date away to someone else who has requested it. You will be provided with a deadline by which we require confirmation in order to properly prepare for delivery. Confirming an official booking sets our team in motion, preparing to provide you with a great experience including committing the necessary resources to your program.
As part of confirming your program, we require the date(s), location, start/finish times, and the number of expected participants. Participants’ physical or learning needs can be shared and updated at any time. We want to ensure everyone has a great training experience and we will tailor the program to accommodate them accordingly.
Invoicing
You will receive an invoice after the completion of your programming, or at the end of each month if you have multiple program dates spread out over time. Payment is due within 30 days of the invoice date. Invoices not paid within that window are subject to a 10% late fee.
**Your invoice will be calculated based on the expected number of participants communicated while preparing for your program and the application of our 20% Grace Window based on actual participant attendance to determine the final total (see below).**
20% Grace Window
Life happens and where per-participant charges apply, we don’t like to charge you for people who weren’t able to be present. However, we do also have to cover the expenses of delivering your program and the expected number of participants we prepared for. This is why we have a grace window. If participants are unable to make it, we will not charge you for up to 20% of your expected number. See below for examples.
Example One:
15 participants were expected for a first aid course, however, two of them have the flu and one person had their car break down, so 12 showed up.
15 participants x 20% = 3 participant grace window
Therefore there will be no materials charge for the 3 missing participants
Your group will be billed for 12 participants
Example Two:
15 participants were expected for a first aid course, however, your team experienced an internal miscommunication, overlapping the time with another organizational event, resulting in 4 people showing up.
15 participants x 20% = 3 participant grace window
Therefore there will be no materials charge for 3 missing participants
Your group will be billed for 12 participants
If you have any questions as to how the 20% Grace Window would apply to your program please contact our office and we’ll be happy to help!
Cancellations and Rescheduling
When inclement weather makes it unsafe for your participants or our team to reach the training site, there is zero charge for programs canceled or rescheduled due to Mother Nature.
If a restriction provided by an authoritative body (ex. law enforcement, government, or Public Health) requires the cancelation of a program as part of a broader effort to protect community health and safety (ex. active emergency, disaster recovery, pandemic), there is zero charge for programs canceled or rescheduled due to public health and safety measures.
If you request to cancel or reschedule your program date after confirming your booking for reasons other than inclement weather or public health and safety measures, there is a $350 +tx rescheduling/cancelation fee.
Contracts are issued for complex programs requiring a significant up-front commitment of resources and team scheduling (ex. Large Group First Aid Training Events) and identify if tailored cancelation fees apply.
Outdoor Programs
If you have arranged for your program to happen outdoors, please remind participants to dress in layers, have water handy, confirm nearby access to bathroom facilities, and please have an indoor location prepared as a backup in case the weather turns nasty. Rain can actually add to the fun and we will enjoy being outside for as long as possible, however, we will not keep participants outdoors in heavy rain, high winds, extreme cold, extreme heat, or thunderstorms.
Outdoor programs canceled due to regular weather and lack of indoor space will be charged based on the 20% Grace Window unless other previous arrangements have been made in discussion with Open Door Development.
We are always here to help if you have questions or need to tailor solutions for unique needs!