If you have made it to this article, you are likely not satisfied with how a customer services agent has addressed your request to cancel, change, or refund your registration. 

To ensure procedural fairness, Superior EMS has initiated restrictions to customer service's ability to make changes outside of the Terms and Conditions.  While we understand that you may be frustrated with this, the terms and conditions are setup to ensure fairness for the customer and the company.   During the registration process you are required to review and accept the terms and conditions as a condition of registration.  We also offer optional cancellation insurance which many people decline. 

Regretfully customer service often fields requests from individuals asking for exceptions to the terms and conditions, which required us to take steps to ensure fairness.  Sometimes we even get threats (please note the non-disparagement clause in the terms!) which we understand is the norm these days however is really not cool. 

Our registration system is setup so that customer service (and management) cannot override any of the specified timelines, or standards related to registration.  In other words, they cannot issue a refund as we have a no-refund policy, they cannot move your registration within 14 days of the course as it is locked with no ability to have it overridden.  There is no magic code that can unlock it, the system is locked to ensure fairness to all.  

We ask you to take into consideration we are a small business.  If this were related to a flight with Air Canada, or a trip booked through Expedia, would you be asking them to override their terms and conditions?  If you did, they would advise you the same thing we do, regretfully we cannot do so.  Those are companies that make billions of dollars in revenue that can afford to make exceptions, and they don't.  We simply cannot afford it.  The terms and conditions are drafted very carefully and include a rationale on why we have them.  

We kindly thank you for respecting the terms and conditions that you agreed to, and thank you for understanding that there are no exceptions to the terms and conditions, as after all we would not have them in place if they were meant to be disregarded every time someone asks. 

We also thank you for understanding that we will not be able to repeatedly respond to emails about the same matters as customer service time is costly.  

Thanks for your understanding!