Administration and Cancellation Fee Policy

This policy outlines when administration and cancellation fees apply to training referrals managed by Step By Step Training Limited. These fees are cost-recovery based and reflect confirmed bookings, trainer allocation, and coordination activity already undertaken. They are not penalties.

1. Purpose

Step By Step incurs real costs when a referral progresses through the coordination and allocation process. This policy ensures that those costs are recovered fairly and transparently when training does not proceed as planned, while protecting Purchasers from fees where no meaningful work has yet been undertaken.

2. When no fee applies

No administration fee will be charged where:

• a referral has been received but not yet allocated to a trainer, or
• training has been approved but not yet assigned to a trainer

In these cases, the referral can be cancelled without cost to the Purchaser.

3. Training Needs Assessment fees

3.1 TNA scheduled but not completed

Where a referral has been allocated to a trainer, and contact has been attempted or an appointment scheduled, a fee applies on cancellation. This reflects the coordination and trainer time committed to the referral. The applicable fee is set out in the current Step By Step Fee Schedule.

3.2 TNA booked for compliance purposes

Where Step By Step is requested to set a confirmed TNA appointment for compliance action, a higher fee applies. This reflects the firm commitment of trainer time regardless of whether the learner attends. The applicable fee is set out in the current Step By Step Fee Schedule.

4. Training cancellation fees

4.1 When cancellation fees apply

Where training has been both approved and allocated to a trainer, a tiered cost-recovery model applies if the training is subsequently cancelled. The fee reflects the actual work completed at the time of cancellation.

4.2 Standard closeout fee

A standard closeout fee applies where there has been minimal trainer engagement and limited coordination effort with no significant resources deployed. The applicable fee is set out in the current Step By Step Fee Schedule.

4.3 Additional administration time

Where additional work has been undertaken before cancellation, including learner engagement attempts, scheduling, resource or materials issuance, or coordination complexity, additional time may be charged at the applicable hourly rate set out in the current Step By Step Fee Schedule.

4.4 Fee cap

To ensure fairness and transparency, total administration fees for any single cancellation are capped. The current maximum charge is set out in the Step By Step Fee Schedule. Fees will never exceed this cap regardless of the work undertaken.

5. What fees cover

Fees are calculated based on actual work completed, which may include:

• learner engagement attempts and scheduling activity
• trainer allocation and preparation time
• device dispatch, setup, or recovery where applicable
• resources or materials already issued
• coordination time invested

Step By Step will provide a breakdown of fees charged on request.

6. Fee schedule

Current fee amounts are set out in the Step By Step Fee Schedule, which is available to Purchasers on request and is included in the Custom Client Services Term Sheet for account holders. Step By Step may update fee amounts from time to time and will give Purchasers reasonable notice of any changes.

7. Guiding principles

Step By Step applies administration and cancellation fees in accordance with these principles:

• fees reflect actual costs incurred, not penalties
• fees are applied consistently and transparently
• fees support sustainable service delivery
• Purchasers will always be informed of applicable fees before they are charged

8. Disputes

If a Purchaser believes a fee has been incorrectly applied, they may raise a concern through the Step By Step Complaints process. Step By Step will review the matter promptly and provide a written response.

9. Contact

Step By Step Training Limited<br>admin@stepbystep.co.nz