What is Ciena Learning's cancellation/reschedule policy?

1. Rescheduling and Cancellation Fees

Cancellation Policy for Instructor-led and Virtual Instructor-led Training

Instructor-led training classes purchased under: (a) Custom Instructor Led-Training or (b) a dedicated/private course under the Premier Learning Tier that are cancelled and/or rescheduled by the Customer are subject to the following cancellation/rescheduling fees (at Ciena’s sole discretion):

• Cancellation/rescheduling more than twenty (20) business days in advance of the Confirmed Start Date of the class: no charge.
• Cancellation/rescheduling fifteen (15) – twenty (20) business days in advance of the Confirmed Start Date of the class: 25% of quoted price of the class
• Cancellation/rescheduling six (6) – fourteen (14) business days in advance of the Confirmed Start Date of the class: 50% of quoted price of the class
• Cancellation/rescheduling five (5) or fewer business days in advance of the Confirmed Start Date of the class: 100% of quoted price of the class

Public seat instructor-led virtual hands-on sessions included in the Premier Learning Tier are subject to the following cancellation/rescheduling fees (at Ciena’s sole discretion):

• Cancellation/rescheduling more than ten (10) business days in advance of the published start date of the class: no charge.
• Cancellation/rescheduling three (3) – ten (10) business days in advance of the start date of the class: 25% of quoted price of the class
• Cancellation/rescheduling two (2) or fewer business days in advance of the start date of the class: 100% of quoted price of the class

2. Modifications to Order

2.1 If Customer purchased a certification level/technology and either: a) that specific certification level/technology is on a product that is no longer available (i.e., a retired product), or b) Customer purchased a different certification level/technology than what Customer had intended to purchase, Customer may swap its purchase for another available certification level/technology that is equal (or lesser) in value according to the following terms and conditions:

2.1.1 If Customer purchased the Service via purchase order, Customer must notify Ciena in writing (support@cienalearning.freshdesk.com) of Customer’s desire to swap the certification level/technology for a different certification level/technology. Ciena will work with Customer to cancel the original purchase order and instruct Customer to submit a new purchase order with the correct course details. Alternatively, if Customer elects to swap the original certification level/technology with a different certification level/technology that is of equal or lesser value to the original certification level/technology purchased, Customer does not need to cancel the original purchase order. Ciena can make the change on the original purchase order upon receiving written notice of Customer’s intent to do so. Customer may only utilize this option if the original certification level/technology which had been purchased has not been launched or attended.

2.1.2 If Customer purchased the Service via credit card, Customer must notify Ciena in writing of Customer’s desire to swap the certification level/technology for a different certification level/technology within forty-eight (48) hours of purchase of the original certification level/technology. Ciena will work with Customer to cancel the original enrollment and enroll Customer into the correct certification level/technology. The correct certification level/technology must be of equal or lesser value to the original certification level/technology purchased. Customer may only utilize this option if the original certification level/technology which had been purchased has not been launched or attended.

2.1.3 If Customer purchased the Service via training credits, Customer must notify Ciena in writing of Customer’s desire to swap the certification level/technology for a different certification level/technology. Ciena will work with Customer to cancel the original certification level/technology enrollment and enroll Customer into the correct certification level/technology. The correct certification level/technology must be of equal or lesser value to the original certification level/technology purchased, unless Customer elects to use more credits for a certification level/technology of higher value. Customer may only utilize this option if the original certification level/technology which had been purchased has not been launched or attended.

2.2 For the avoidance of any doubt, Customer may not return any purchased course for a refund (including of training credits). If Customer exercises its right under this Subsection 4 to exchange the original course purchased, and the original course is swapped for a different course of lesser value, no refunds or credits will be issued.

2.3 For the avoidance of any doubt, any Virtual Instructor Led Training (“VILT”) days made available to Customer via purchase of the Premier Learning Tier expire after the twelve (12) month period of the Premier Learning Tier subscription. No refunds or credits will be issued for unused VILT days.