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MDS 3.0 TRAINING LIVE STREAM 

IMPORTANT INSTRUCTIONS:

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- We are not responsible for the attendee's inability to get in the class (or on time) for the following:

1) The attendee cannot find the link because they did not read their multiple emails that include the link repeatedly. 

2) The attendee did not check the link upon receiving the emails.  All links are working links auto-generated by Demio.  

3) The attendee's device is not working during the event date.

Links that work on our end using different devices mean something is wrong with your device.  Thus, do not wait until the last minute to check. Calling us last minute to assist with the links will cause further delay.  ​

4) "Work" or "Company" email used during registration and the attendee does not have access at home:  We are not responsible for your ability or inability to access your emails.  It is your responsibility to get those MDS training information with you wherever you are doing the live stream.  

5) Internet is slow or device battery ran out:  Please do not message or call regarding this as we definitely cannot help. Other people using the same internet to play video games or watch youtube can slow down your connection.  Multiple windows open in your device may cause connection issues and may need to be closed.  Note down the last slide or MDS item covered. If a large section was missed, additional 30 minutes are provided each day to review missed areas.  

- Sessions are Pacific Time (PT).  Depending on the time of the year, PT can be PST or PDT.

- Do not drive to our office or former training location.  Live Stream is a live, online event.  

- The sessions are not recordings.  There is no rewind button. 

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CHECK THE FOLLOWING UPON RECEIPT OF ACCESS LINK:

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STEP A:

- CLICK on the unique link provided in your email to see if it works.  (You should see a countdown.)  Demio is the live stream platform we will be using.   No need to download an app.  Any updated device should work so you can move on to STEP B.  

In case the link does not work, here are some things you may need to do to check your device:

1. Clear your cache.  Go to your computer settings and clear your browser cache history.

2. Check your browser.  Desktop minimum version requirements for each browser:  Chrome 55+, Firefox 53+, Safari 12.1+, Edge 42.  Mobile browsers: iOS and Android OS.  Don't know your browser?  Click here. For instructions on how to update your browser, visit your browser's help pages. We recommend using one of these browsers:

• Google Chrome

• Firefox

• Microsoft Edge

• Safari

3.  Call us if none of the above worked.

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STEP B:

Use a device with the following (This is a requirement!):

1.  Working speakers (If none, plug-in headphones or portable speakers.)

2.  Working screen 

3.  Dependable internet connection

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- Use a device with a working screen, working audio and dependable internet connection.  If you have internet that keeps logging you out, then it is not a "dependable internet connection".  Solutions:  Find another device, call your internet provider.

- Check if you can hear out of your device, meaning- it has speakers that work.  If not, here are some solutions:  Get plug-in headphones or portable speakers.

- You need to be familiar with your own device and know how it works. 

• We cannot give you orientation as to how you can change the volume setting of your device.  Devices may have multiple volume settings.

• If you do not have the 3 device requirements, please avail these before the session; otherwise, do not take the live stream course. 

- If none of the above helped, then you do not have the requirements, i.e., you do not have a working device or a dependable internet.   Call us to cancel the course timely to get the refund.   If you call us too late and you notice these issues during the training, then there is no refund.

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STEP C:

- Find & set up your quiet area with minimal distraction and with a dependable, working internet connection.  

- If available, have a back-up device such as an extra tablet, smartphone or laptop and practice using the unique link on it.

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DURING DAY OF EVENT:

- Open your device and make sure it is fully charged or plugged-in.  (Smartphones can be used- you may need to swipe left or right to see the slides, instructor or chat room.)

- Use the unique event access link provided by Demio to get in the "room".

- Click on link or copy/paste to your browser to get in the "room".

- Count down should be showing if it is before the start time.

- Web live stream "room" will open 7:30am (Pacific Time) for the morning sessions and 12:45pm (Pacific Time) for the afternoon sessions.

- Audio issues?  Slides are not 'moving'?  Try these steps:

  1.  Refresh the page. 

  2.  Log out or close the window and log back in.

  3.  Check your device volume settings.  It usually has multiple audio settings.

• Please do not call to tell us to help you fix your device.  If you cannot hear the instructor yet everyone else can hear the instructor, you need to check the setting on your device.  Something is wrong with your device.  

• Inappropriate words and behaviors towards the staff will not be condoned.  If you are frustrated because you cannot hear out of your device and everyone else in the class can hear the instructor, please do not take it out on the staff.  You will be banned from the class- no refund.

  4.  Read the instructions above: "CHECK THE FOLLOWING UPON RECEIPT OF ACCESS LINK" 

  5.  Be patient.  Your device might have a slight delay connecting with the audio.  

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MDS/RAI Advisor is not responsible for internet connection issues the attendee may experience due to issues caused by the attendee's internet provider. Connectivity issues not due to MDS/RAI Advisor's platform are not eligible for a refund.  (Example, if during the Audio/Visual check at 7:30am went well for you and then an hour later, the event can actively be seen and heard by attendees with no problems but you can no longer see or hear the presentation, then your internet provider or device has issues.)  Do not panic!  Take note of the topic or slide number.  If more than 10% loss of information was due to the attendee's internet provider connection problem, the topic will be reviewed at the end of the training or the attendee may be invited to the next session, if available. MDS/RAI Advisor is not responsible for internet connection issues the attendee may experience due to the attendee's own internet provider. 

 

However, if it is found that MDS/RAI Advisor's internet provider has caused a disruption (because it is obvious that no one can hear or see the presentation) during the training causing more than 10% loss of information due to connectivity issue, MDS/RAI Advisor will reschedule or provide a full refund.

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Cancellation Policy and Refund Policy

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3-Day MDS 3.0 Training

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LIVE STREAM ONLY:  MDS/RAI Advisor will honor cancellations up to 3 days before the event.  Because we are mailing the materials and will not be able to retrieve them, we will process the refund minus the cost of the manual and other training materials ($250; Effective 02/14/2024: $290) sent to you with the applicable administrative processing cancellation fee ($60). (Updated 10/23/2023)

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IN-PERSON EVENTS ONLY:  MDS/RAI Advisor will honor cancellations up to 10 days before the event.  (Updated 10/23/2023)

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Cancellations must be in writing- email or by postal mail received by MDS/RAI ADVISOR.

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ALL cancellations are subject to an administrative processing cancellation fee:  

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For the 3-day MDS 3.0 Training, each attendee subject to a $60 administrative processing cancellation fee.

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Once your written notification of cancellation is received, we will send you an email to notify you that we have received your notification of cancellation.  We will also notify you of the approval or rejection of your request for a refund.

 

If you are approved, then your refund will be processed and a credit will automatically be applied to your credit card or original method of payment, within 14 days.

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Refunds will be processed with the applicable administrative processing cancellation fee and minus the training materials cost if the following conditions apply:

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1)  Cancellations (in writing) for live-stream events:  3 days prior to the event, at the latest.  For example:  Email to cancel by April 09, 2023 11:59pm (Pacific Time) for the April 13-15, 2023 session.  Cancellations (in writing) for in-person events:  10 days prior to the event date, at the latest.

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2)  Cancellations made after the cancellation deadline (see number 1) with proof of survey or proof of emergency/hospitalization of attendee provided to MDS/RAI ADVISOR.  Proof provided after the training event is not eligible for a refund. Important note:  If notification of proof of survey or proof of emergency/hospitalization of attendee is provided before the actual training event, attendee has the option of  transferring to next training date equivalent to the same type of course, depending on seat availability, if the course is available and is transferable only one time within 3 months.  

 

 

Refunds not applicable for the following conditions:*

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1)  All cancellations after 11:59pm (Pacific) of the 3 days prior the live stream event and after 11:59pm (Pacific) of the 10 days prior the in-person event are not eligible for a refund.  Attendee will be responsible for full registration fee and forfeits all class materials and seats are no longer transferable.

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2)  "No Shows".  Attendee will be responsible for full registration fee and forfeits all class materials and seats are no longer transferable.  

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3)  Proof of survey or proof of emergency/hospitalization of attendee provided to MDS/RAI ADVISOR after training event is not eligible for a refund.  Attendee will be responsible for full registration fee and forfeits all class materials and seats are no longer transferable.  

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4)  Transferring seats after the allowable cancellation deadline due to proof of survey or proof of emergency/hospitalization means the attendee has notified MDS/RAI Advisor of not being able to attend the originally scheduled course after the cancellation deadline and therefore, not eligible for a refund.  In such a case, the attendee cannot be refunded if they cancel the next session they have chosen to transfer their seat.

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Seats are transferable for the following conditions:

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1)  Seats are transferable only if request is made (in writing via mail or email) by the cancellation deadline of the training event- only for same equivalent course, depending on seat availability, if the course is available and one time only within 3 months. 

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2) If notification of proof of survey or proof of emergency/hospitalization of attendee is provided before the actual training event, attendee has the option of  transferring to next training date equivalent to the same type of course, depending on seat availability, if the course is available and is transferable only one time within 3 months.

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3)  Another person can substitute your spot in the class if we are notified by email by the cancellation deadline of the event, one time only.

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For those transferring seats after the allowable cancellation deadline (with proof of survey or emergency/hospitalization) means the attendee has notified MDS/RAI Advisor of not being able to attend the originally scheduled course after the cancellation deadline.  In such a case, the attendee cannot be refunded if they cancel the next session they have chosen to transfer their seat. 

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If the materials change such as a new manual version gets updated by CMS for the session they transferred to, the attendee will be provided a digital copy of the the new version and it is up to the attendee to have it printed on their own.  If available as an option, the attendee can provide additional payment via an invoice to cover the new, updated RAI manual.

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Updated 10/23/2023

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1-Day MDS Refresher or PDPM Training

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Cancellations must be in writing- email or by postal mail received by MDS/RAI ADVISOR.

 

ALL cancellations are subject to an administrative processing cancellation fee of $50.

 

​MDS/RAI Advisor will honor cancellations 3 days prior the live stream event and 10 days prior the in-person event. 

 

Because we are mailing the materials to online live stream events and will not be able to retrieve them, we will process the refund minus the cost of the manual and other training materials ($250) sent to you with the applicable administrative processing cancellation fee ($50). 

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Once your notification of cancellation is received, we will send you an email to notify you that we have received your notification of cancellation.  We will also notify you of the approval or rejection of your request for a refund.

 

If you are approved, then your refund will be processed and a credit will automatically be applied to your credit card or original method of payment, within 14 days.

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Refunds will be processed with the applicable administrative processing cancellation fee and minus the training materials cost if the following conditions apply:

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1)  Cancellations (in writing) 3 days prior the online event or 10 days prior the in-person event.  For example:  If the online event is on August 25, 2023, then the attendee would need to cancel by 11:59pm of August 21, 2023.  If the in-person event is on September 29, 2023, then the attendee would need to cancel by 11:59pm of September 18, 2023.

2) Cancellations after the cancellation deadline (see number 1) with proof of survey or proof of emergency/hospitalization of attendee provided to MDS/RAI ADVISOR. Proof provided after the training event is not eligible for a refund. Important note:  If notification of proof of survey or proof of emergency/hospitalization of attendee is provided before the actual training event, attendee has the option of  transferring to next training date equivalent to the same type of course, depending on seat availability, if the course is available and is transferable only one time within 3 months.  

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Refunds not applicable for the following conditions:

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1)  All cancellations on and after 12 am (Pacific) of the 3rd day prior the online event or of the 10th day prior the in-person event.  Attendee will be responsible for full registration fee and forfeits all class materials and seats are no longer transferable.​

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2)  "No Shows".  Attendee will be responsible for full registration fee and forfeits all class materials and seats are no longer transferable.  

 

3)  Proof of survey or proof of emergency/hospitalization of attendee provided to MDS/RAI ADVISOR after training event is not eligible for a refund.  Attendee will be responsible for full registration fee and forfeits all class materials and seats are no longer transferable.  

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Seats are transferable for the following conditions:

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1)  Seats are transferable only if request is made (in writing via mail or email) by 5pm of the day before the training event- only for same equivalent course, depending on seat availability, if the course is available and one time only within 3 months. 

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2) If notification of proof of survey or proof of emergency/hospitalization of attendee is provided before the actual training event, attendee has the option of  transferring to next training date equivalent to the same type of course, depending on seat availability, if the course is available and is transferable only one time within 3 months.

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3)  Another person can substitute your spot in the class if we are notified by email by 5pm of the day before the event, one time only.

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If the materials change such as a new manual version gets updated by CMS for the session they transferred to, the attendee will be provided a digital copy of the the new version and it is up to the attendee to have it printed on their own.  If available as an option, the attendee can provide additional payment via an invoice to cover the new, updated RAI manual.

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For those transferring seats after the allowable cancellation deadline (with proof of survey or emergency/hospitalization) means the attendee has notified MDS/RAI Advisor of not being able to attend the originally scheduled course after the cancellation deadline.  In such a case, the attendee cannot be refunded if they cancel the next session they have chosen to transfer their seat. 

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In an event that MDS/RAI ADVISOR cancels:

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In an event that MDS/RAI ADVISOR cancels due to an extreme emergency, full refund of the course will be provided and attendee will be notified by phone and/or email as early as possible.  MDS/RAI ADVISOR has the right to refuse service if attendee is disruptive and/or at anytime, if safety issues are of concern.  MDS/RAI ADVISOR is not responsible for any charges incurred by attendee.​

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Rev.07/21/2023

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Competency Course:

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Cancellations must be in writing- email or by postal mail received by MDS/RAI Advisor.

 

ALL cancellations are subject to an administrative processing cancellation fee: 

 

For the Competency Course, each attendee subject to a $5 administrative processing cancellation fee.

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Once your notification of cancellation is received, we will send you an email to notify you that we have received your notification of cancellation. We will also notify you of the approval or rejection of your request for a refund.

 

If you are approved, then your refund will be processed and a credit will automatically be applied to your credit card or original method of payment, within 14 days.

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Refunds will be processed with the applicable administrative processing cancellation fee if the following conditions apply:

 

1)   Cancellations (in writing) by 5pm (Pacific) of the day prior to the event.

 

2)  Cancellations after 5pm (Pacific) prior to the training event and during the training event with proof of survey or proof of emergency/hospitalization of attendee provided to MDS/RAI ADVISOR.  Proof provided after the training event is not eligible for a refund. Important note:  If notification of proof of survey or proof of emergency/hospitalization of attendee is provided before the actual training event, attendee has the option of  transferring to next training date equivalent to the same type of course, depending on seat availability, if the course is available and is transferable only one time within 3 months.  

 

Refunds not applicable for the following conditions:*

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1)  All cancellations after 5pm (Pacific) of the day prior to the event.  Attendee will be responsible for full registration fee and forfeits all class materials and seats are no longer transferable.  

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2)  "No Shows".  Attendee will be responsible for full registration fee and forfeits all class materials and seats are no longer transferable.  

 

3)  Proof of survey or proof of emergency/hospitalization of attendee provided to MDS/RAI ADVISOR after training event is not eligible for a refund.  Attendee will be responsible for full registration fee and forfeits all class materials and seats are no longer transferable.  

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Seats are transferable for the following conditions:

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1)  Seats are transferable only if request is made (in writing via mail or email) by 5pm of the day before the training event- only for same equivalent course, depending on seat availability, if the course is available and one time only within 3 months. 

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2) If notification of proof of survey or proof of emergency/hospitalization of attendee is provided before the actual training event, attendee has the option of  transferring to next training date equivalent to the same type of course, depending on seat availability, if the course is available and is transferable only one time within 3 months.

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3)  Another person can substitute your spot in the class if we are notified by email by 5pm of the day before the event, one time only.

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EXCLUSIVE 40-MINUTE TO 90-MINUTE LIVE STREAM SPECIAL EVENTS:

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Cancellations must be in writing- email or by postal mail received by MDS/RAI ADVISOR.

 

ALL cancellations are subject to an administrative processing cancellation fee of $10 plus cost of materials received by the attendee ($30-50 depending on the course:  See specific course webpage for exact amount.)

 

​MDS/RAI Advisor will honor cancellations 3 days prior the live stream event. 

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Once your notification of cancellation is received, we will send you an email to notify you that we have received your notification of cancellation.  We will also notify you of the approval or rejection of your request for a refund.

 

If you are approved, then your refund will be processed and a credit will automatically be applied to your credit card or original method of payment, within 14 days.

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Refunds will be processed with the applicable administrative processing cancellation fee and minus the training materials cost if the following conditions apply:

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1)  Cancellations (in writing) 3 days prior the online event.  For example:  If the online event is on August 25, 2023, then the attendee would need to cancel by 11:59pm of August 21, 2023. 

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2) Cancellations after the cancellation deadline (see number 1) with proof of survey or proof of emergency/hospitalization of attendee provided to MDS/RAI ADVISOR. Proof provided after the training event is not eligible for a refund. Important note:  If notification of proof of survey or proof of emergency/hospitalization of attendee is provided before the actual training event, attendee has the option of  transferring to next training date equivalent to the same type of course, depending on seat availability, if the course is available and is transferable only one time within 3 months.  

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Refunds not applicable for the following conditions:

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1)  All cancellations on and after 12 am (Pacific) of the 3rd day prior the online event.  Attendee will be responsible for full registration fee and forfeits all class materials and seats are no longer transferable.​

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2)  "No Shows".  Attendee will be responsible for full registration fee and forfeits all class materials and seats are no longer transferable.  

 

3)  Proof of survey or proof of emergency/hospitalization of attendee provided to MDS/RAI ADVISOR after training event is not eligible for a refund.  Attendee will be responsible for full registration fee and forfeits all class materials and seats are no longer transferable.  

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4)  Transferring seats after the allowable cancellation deadline means the attendee has notified MDS/RAI Advisor of not being able to attend the originally scheduled course after the cancellation deadline.  In such a case, the attendee cannot be refunded if they cancel the next session they have chosen to transfer their seat.

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Seats are transferable for the following conditions:

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1)  Seats are transferable only if request is made (in writing via mail or email) by 5pm of the day before the training event- only for same equivalent course, depending on seat availability, if the course is available and one time only within 3 months. 

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2) If notification of proof of survey or proof of emergency/hospitalization of attendee is provided before the actual training event, attendee has the option of  transferring to next training date equivalent to the same type of course, depending on seat availability, if the course is available and is transferable only one time within 3 months.

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3)  Another person can substitute your spot in the class if we are notified by email by 5pm of the day before the event, one time only.

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Transferring seats after the allowable cancellation deadline means the attendee has notified MDS/RAI Advisor of not being able to attend the originally scheduled course after the cancellation deadline.  In such a case, the attendee cannot be refunded if they cancel the next session they have chosen to transfer their seat.

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LIVE STREAM FORMAT:  

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MDS/RAI Advisor is not responsible for internet connection issues the attendee may experience due to the attendee's internet provider. If more than 10% loss of information was due to the attendee's internet provider connection problem, a recording of the session may be made viewable for a limited time, if available.   Connectivity issues not due to MDS/RAI Advisor's platform are not eligible for a refund.

 

However, if it is found that MDS/RAI Advisor's internet provider has caused a disruption during the training causing more than 10% loss of information due to connectivity issue, MDS/RAI Advisor will reschedule or provide a full refund.

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In an event that MDS/RAI ADVISOR cancels:

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In an event that MDS/RAI ADVISOR cancels due to an extreme emergency, full refund of the course will be provided and attendee will be notified by phone and/or email as early as possible.  MDS/RAI ADVISOR has the right to refuse service if attendee is disruptive and/or at anytime, if safety issues are of concern.  MDS/RAI ADVISOR is not responsible for any charges incurred by attendee.

 

 

 

 

OTHER TYPES OF CANCELLATION:  

 

MDS/RAI ADVISOR MAY CANCEL ATTENDANCE OF ATTENDEE WHEN THE FOLLOWING OCCURS:

 

1) Attendee calls to have a seat saved but PAYMENT BY CHECK IN THE MAIL NOT RECEIVED 7 BUSINESS DAYS BEFORE EVENT: Attendee name will be removed from attendance roster until payment is received. MDS/RAI Advisor is not responsible for late or lost mail.  Reason:  Training venues charges for final head count a week before the event.

 

2)  Problem arises with business check payment.

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​3)  Disputes for refunds where the dispute is won by MDS/RAI Advisor against the customer's credit card company or bank:  To prevent future disputes, the customer who does not understand or read the cancellation and refund policies will not be allowed to attend any future courses.

 

RETURNED CHECKS/BOUNCED CHECKS POLICY:

 

Due to the issues regarding payment by personal check, it is MDS/RAI ADVISOR’s policy not to accept personal checks as a form of payment for the courses.  Business checks, cashier's check and/or money orders are accepted.

 

POLICY: To establish an effective method of dealing with returned/bounced checks.  (The term "checks" refers to business checks from hereon.  If special agreement between attendee and MDS/RAI Advisor regarding a personal check as payment, the term "checks" will also apply to personal checks.)

PURPOSE: To ensure all returned and bounced checks are handled with uniformity.

PROCEDURE:

1. Payment to MDS/RAI ADVISOR is expected to be paid in a responsible and timely manner. However, there may be occasion, when and if received checks (from facility administrator or representative sponsoring attendee(s) for the MDS training/courses) may have returned by the bank for insufficient funds or bounced due to the account being closed.

 

2. Returned Check Policy: a) All returned checks will incur a minimum of $30.00 in Returned Check Charges. b) Any checks returned for insufficient funds will not be re-deposited. c) A letter will be sent out with a copy of the returned check notice to the sponsoring facility administrator or representative.  d) The letter will clearly state the additional $30.00 fee will be added to the original amount owed. The letter will advise the sponsoring facility representative that their name will now be placed on a Bounced Check Checklist and that they will have to now pay for seat by credit card.  e) No post-dated checks will be accepted.  

 

3.  Disputing a Returned Check:  If the bank is at fault, a letter must be submitted as follows: a) The letter must be on original bank letterhead paper. b) The letter must state that the BANK made an error that caused the check to be returned. Upon receipt of a bank letter, we will re-deposit the original check, if the customer so desires, and any related charges will be waived.

 

4.  Due to the above concerns, it is MDS/RAI ADVISOR’s policy not to accept personal checks as a form of payment for the courses offered.  Business checks, cashier's checks and/or money orders are accepted.

 

CANCELLATION OF FACILITY VISITS AND IN-HOUSE FACILITY TRAINING:

 

Cancellation of facility visits and/or in-house facility training are specified in the contract between MDS/RAI Advisor and Facility and/or Facility Representative.  

 

 

(Updated 01/26/2023)

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