cancellation and refund policy
Effective July 25, 2026 | Last Updated July 25, 2026
This Cancellation and Refund Policy ("Policy") governs cancellations, rescheduling requests, and refund eligibility for consulting engagements and training programs offered by Lucent Operations, LLC ("Lucent," "we," "us," or "our"). By executing a consulting engagement Master Service Agreement (“MSA”) or reserving a training program with Lucent, you agree to the terms of this Policy.
Lucent reserves the right to update this Policy at any time. Material changes will be indicated by an updated effective date at the top of this Policy. Modifications to this Policy do not apply retroactively to engagements or reservations confirmed prior to the effective date of the amendment. Continued participation following the posting of changes constitutes acceptance of those changes. Periodic review of this Policy is encouraged.
This Policy applies to all engagements and commitments entered into directly with Lucent. In the event of a conflict between this Policy and a fully executed MSA, the terms of the executed agreement govern.
CONSULTING ENGAGEMENTS
Refund and cancellation terms for consulting engagements, including project-based statements of work, advisory services, and CareStack implementation support services, are governed exclusively by the MSA executed between the client and Lucent at the outset of the engagement.
Prospective clients are encouraged to review all applicable terms within the MSA prior to execution. Questions regarding cancellation rights and refund eligibility under a specific engagement should be addressed prior to executing the agreement.
TRAINING COURSEWORK RESERVATIONS
Lucent offers training programs in two delivery formats: remote sessions conducted via online video conferencing and on-site sessions delivered at a location of the client's selection. Cancellation and refund terms differ by delivery format and are governed by the notice period provided prior to the scheduled session date.
Cancellation Schedule
Notice of cancellation must be submitted in writing to the contact information provided in the “Cancellation and Reschedule Requests” section of this Policy. The date stamp of submission of written notice determines the applicable notice period. Verbal cancellations are not recognized for refund and credit balance eligibility purposes.
The following schedule governs refund and credit balance eligibility based on the number of calendar days of advance notice provided. Series will be prorated based on the number of sessions remaining in the series, including any add-on sessions and/or workshops elected at the time of booking.
Remote Sessions
Reservations for remote training sessions are eligible for a full refund of the remaining credit balance or a transfer of the full remaining credit balance towards a rescheduled date(s) when a written cancellation notice is received more than fourteen (14) calendar days prior to the scheduled session date. Cancellations received eight (8) to fourteen (14) calendar days prior to the session date are eligible for a seventy-five percent (75%) refund of the remaining credit balance or a transfer of the full remaining credit balance towards a rescheduled date(s). Cancellations received seven (7) or fewer calendar days prior to the session date are ineligible for a refund, but the credit balance remains transferable toward a rescheduled date(s). Any cancellation day-of is ineligible for a credit balance refund or transfer.
On-site Sessions
Reservations for on-site training sessions require advance logistical coordination, including travel and accommodation arrangements booked on behalf of the client. Additionally, on-site sessions require Lucent to block production time and delay the project queue to accommodate travel and conduct the session. Accordingly, on-site reservations are eligible for a full refund only when a written cancellation notice is received more than fourteen (14) calendar days prior to the scheduled session date. Cancellations received two (2) to fourteen (14) calendar days prior to the session date are ineligible for a refund, but may elect to transfer fifty percent (50%) of the remaining credit balance toward a rescheduled date(s). Any cancellation day-of is ineligible for a credit balance refund or transfer.
On-site Sessions - Travel and Accommodations
For on-site training reservations, Lucent arranges and books travel and accommodation for the speaker. All travel and accommodation costs are invoiced to the client at cost. Lucent will make reasonable efforts to cancel or modify bookings when advance notice is provided and will credit any recoverable costs to the client. Lucent does not guarantee the recoverability of travel or accommodation costs and assumes no liability for non-refundable bookings made in preparation for a confirmed engagement, especially for any travel or accommodation costs made within a short period of time prior to the date of travel due to a short notice on-site reservation request.
All travel and accommodations are booked with cost savings for the client in mind. Airfare is booked economy and checked bags only apply for three (3) or more anticipated travel days. Accommodation reservations prioritize mid-market brands with proximity to the venue. If the airport is greater than a thirty (30) minute drive to/from the accommodation and/or venue, a budget rate rental car will be procured for the travel period. For travel within a seven (7) hour drive from Staunton, Virginia, a budget rental car may be procured in lieu of airfare if the total travel cost is less. Gasoline expense will be invoiced based on a known mileage estimate and approximate gasoline pricing at the time of invoicing. Invoiced gasoline expenses will be refunded in the event of cancellation, even if other travel and accommodations costs are unable to be reimbursed.
Clients are encouraged to inquire about travel and accommodation cost estimates prior to confirming an on-site engagement and to consider travel protection coverage for time-sensitive bookings, or those for which disruption to the originally scheduled date(s) is reasonably foreseen.
Custom Content
Cancellation requests for reservations made with the ‘Custom Content’ add-on for which the content has already been modified are not eligible for a refund on the cost of the add-on. The modified coursework will be retained for a period of twenty-four (24) months from the original scheduled date of the session, after which it may be destroyed.
Cancellation requests providing enough advance notice that content has not yet been modified are eligible for refund or a transferable credit balance of the ‘Custom Content’ add-on.
Branded Materials
Cancellation requests for reservations made with the ‘Branded Materials’ add-on for which materials have already been developed, but not ordered on behalf of the client, are eligible for a refund or a credit balance transfer of the cost of materials paid in advance of the order, but not for the cost of the charge paid to develop the materials. The branded materials creative files will be retained for a period of twenty-four (24) months from the original scheduled date of the session, after which they may be destroyed. The files may be requested by the client at any time prior to destruction.
Cancellation requests for reservations made with the ‘Branded Materials’ add-on for which materials have already been ordered are ineligible for a refund or a credit balance transfer. All branded materials developed and ordered by Lucent are shipped directly to the client. Once ordered, branded materials are not eligible for return to the printer(s).
Cancellation requests providing enough advance notice that materials have not yet been developed and ordered are eligible for refund or a transferable credit balance of the ‘Branded Materials’ add-on.
PAYMENT PROCESSING AND REFUND METHODS
All refunds are issued to the original payment method used to remit payment of the training reservation and/or associated add-ons invoice(s). Processing times may vary depending on the payment method and financial institution involved. Lucent targets issuance of all approved refunds within fourteen (14) business days of cancellation confirmation.
Lucent does not issue refunds in the form of cash, check, or alternative payment instruments.
Lucent will maintain credit balances for twenty-four (24) months from the date of original payment, after which time the credit balance is forfeited. Lucent is not responsible for notification of pending credit balances or upcoming expiration of credit balances.
FORCE MAJEURE
Lucent shall not be liable for cancellation, postponement, or modification of any training session resulting from circumstances beyond its reasonable control, including but not limited to acts of God, natural disasters, pandemic or public health emergency declarations, government orders or regulatory actions, internet or telecommunications service disruptions, third-party platform unavailability, cybersecurity incidents, power failures, or other events rendering timely delivery of the session commercially impracticable (each, a "Force Majeure Event").
In the event of a Force Majeure Event, Lucent shall provide notice to affected clients as soon as reasonably practicable and shall offer, at its election, one of the following remedies:
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Rescheduling of the affected session(s) to a mutually agreed date within ninety (90) days of the original session date.
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Session credit equal to the pre-paid session cost of the affected session(s) applied to a future training session(s) of the client’s choosing.
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Refund of the credit balance for the affected session(s) if rescheduling cannot be completed within ninety (90) days of the original session date due to a continuing Force Majeure Event. The credit balance refund for the affected session(s) will be issued within thirty (30) days of the client’s written refund request.
Force majeure events affecting a client's ability to attend a scheduled session will entitle the client to a transfer of the credit balance for the affected session(s) to a future date, so long as the affected session(s) is/are rescheduled within ninety (90) days of the original session date, after which time the credit balance for the affected session(s) will be forfeited without exception.
CANCELLATION AND RESCHEDULE REQUESTS
All cancellation and rescheduling requests must be submitted via email to clients@lucentoperations.co with “TRAINING SESSION DATE CHANGE REQUEST” in the subject line and the email marked as Urgent or Important, depending on the email service provider. Emails sent to any other email address are not valid. Text messages are not a valid form of written communication.
Upon receipt of the written request, Lucent will issue a written confirmation of the cancellation or reschedule request and, where applicable, the refund amount and estimated processing timeline, or initiate the rescheduling process. Refund eligibility is determined based on the date stamp on the written cancellation request. If Lucent is unavailable due to an office closure, scheduled travel, or paid time off, and an automated away notice is received upon submission of the written request, Lucent will honor the date stamp of the original submission even if there is a delay in Lucent returning written confirmation of receipt and initiating the refund or rescheduling process.
Rescheduling Process
Rescheduling requests for training sessions are subject to availability. Lucent will make reasonable efforts to accommodate rescheduling requests received more than fourteen (14) calendar days prior to the scheduled session date at no additional charge. Rescheduling requests received fourteen (14) or fewer calendar days prior to the session date may be treated as a cancellation under the applicable notice period and subject to the refund schedule above as outlined in section “Cancellation Schedule”.
Each series, or individual session or workshop, is eligible for one complimentary rescheduling, provided the rescheduling request is not in violation of the cancellation policy. Subsequent rescheduling requests may be subject to an administrative charge communicated at the time of the request.
Cancellations Initiated by Lucent
In the event that Lucent cancels or materially reschedules a training session, clients will receive written notice as soon as practicable. Clients will be offered the option of a full refund or full credit balance transfer of all amounts paid, including any confirmed travel and accommodation costs invoiced by Lucent.
Lucent shall not be liable for indirect, incidental, or consequential damages arising from a cancellation initiated by Lucent, including but not limited to travel costs booked independently by the client.
No-shows
Clients failing to attend a scheduled session without prior written cancellation notice are not eligible for a refund, credit, or complimentary rescheduling. Lucent is not responsible for reminding clients of upcoming sessions once scheduled, invoiced, and Lucent has provided the client with the calendar invite with all attendance details.
CONTACT INFORMATION
For questions, concerns, or requests related to this Policy, contact Lucent directly using the contact information provided below. Communications regarding this Policy must include “CANCELLATION AND REFUND POLICY” in the subject line. Responses not provided within the response window indicated below may be delayed due to spam filters, office closures, or paid time off. In the event of considerable delayed response, call the phone number below.
Recommendations unrelated to immediate questions, concerns, or requests can be provided using the Recommendation Form. All submissions are reviewed by the owner of Lucent Operations, LLC.
Lucent Operations, LLC
Staunton, Virginia
Email: eparker@lucentoperations.co
Phone: 540-227-0442
Response Window: Within 24 business hours