Refunds, Cancellations and Returns Policy

Your HS&E booking may include:

1. the Official Test Fee;
2. Our Admin Fee; and
3. optional add-ons such as revision materials, retest protection or similar extras.

These amounts should be shown separately before payment.

Our booking and administration service begins when you place the order and we start processing your request, including reviewing your details, checking availability, liaising with a centre or provider, or managing amendments.

Preferred dates, times and locations are requests only and are always subject to availability.

If we cannot secure your exact preferred appointment, we may offer the nearest reasonable alternatives.

If we cannot secure an appointment reasonably acceptable to you before any booking is confirmed, and you decline the alternatives offered, we will cancel the order and refund the amount paid in full.

All cancellation and reschedule requests must:

1. be made in writing;
2. come from the original purchaser or an authorised representative accepted by us; and
3. be received by us more than 4 full Working Days before the booked appointment if you want the request to qualify for the timely notice rules below.

For the purposes of this policy, a request counts as being received more than 4 full Working Days before the appointment only if it is received before the end of Business Hours on the fifth Working Day before the appointment.

If we receive a valid written request more than 4 full Working Days before the appointment, you may choose one of the following:

1. one reschedule without any additional administration charge from us, subject to availability and any official third-party rules or charges; or
2. a refund of the Official Test Fee and any unused add-ons that remain refundable under this policy.

In either case, Our Admin Fee is non-refundable.

If an official provider or centre imposes a reschedule fee, administration fee or other mandatory charge, you must pay that charge before the change is confirmed, or it may be deducted from any refundable amount where lawful.

If we receive the request 4 full Working Days or less before the booked appointment:

1. no refund will be due; and
2. no reschedule will be guaranteed.

This applies whether the fee loss arises under our service policy, official provider rules, centre rules, or a combination of those.

No refund will be due, and any applicable fees may be forfeited, if the candidate:

1. does not attend the appointment;
2. arrives late;
3. brings unsuitable, invalid, expired, copied or mismatched ID;
4. fails any admission, security or identity check;
5. refuses to follow centre instructions;
6. commits misconduct, fraud, attempted cheating or any similar breach; or
7. otherwise causes the Official Test Fee to be lost under applicable provider or centre rules.

Our Admin Fee remains non-refundable in all such cases.

Unless expressly stated otherwise at checkout:

1. digital revision materials are non-refundable once access has been issued, activated, downloaded or used;
2. retest / pass-protection products are non-refundable once used, once the original appointment has taken place and the relevant claim period has expired, or where the original appointment was missed or refused because of lateness, unsuitable ID, misconduct or another breach of rules; and
3. any physical products, if sold, must be returned unused and in resaleable condition before any refund is considered, subject to the separate product terms stated at purchase.

Approved refunds under this section will normally be processed within 10 Working Days of approval, or as soon as reasonably practicable after any refundable official fee has been returned or released.

The Level 1 course is supplied as Digital Content and/or an online training service.

By placing the order and completing the relevant checkout acknowledgement, you expressly request that we begin supplying the course immediately and acknowledge that you may lose any right to cancel once supply begins.

Supply begins when we do any of the following:

1. issue login details;
2. create the learner account;
3. issue portal, platform or assessment access;
4. make course materials available; or
5. otherwise start supplying any part of the Digital Content or online service.

Once supply has begun, the course fee is non-refundable, except where required by law.

This includes cases where:

1. login details have been sent;
2. the learner account has been created;
3. any part of the course has been accessed;
4. any related digital assessment or booking has been created or reserved; or
5. the learner later decides not to continue.

If you are a consumer and:

1. you cancel within 14 days of purchase; and
2. we have not yet begun supplying the course,

you may request a full refund.

Course purchases are personal to the named learner and may not be transferred after access has been created or issued, unless we agree otherwise in writing.

Nothing in this section removes any legal right you may have if the course is not supplied, is faulty, or is materially not as described.

The CSCS Card Ordering Service is an independent third-party administration and application-handling service. It is separate from the official CSCS card fee.

Your order may include:

1. the Official Card Fee;
2. Our Admin Fee; and
3. any optional delivery or related service charges.

For the purpose of this policy, processing begins when we first carry out substantive work on your application, including:

1. opening or reviewing the file;
2. checking documents or eligibility;
3. preparing or drafting an application;
4. requesting corrections or additional evidence;
5. corresponding with CITB, CSCS, awarding bodies or training providers; or
6. otherwise handling the application beyond simple payment receipt.

If you cancel before processing begins, we will normally refund the amount paid in full.

If you cancel after processing begins but before the application has been submitted to CSCS or the relevant official portal:

1. Our Admin Fee is non-refundable;
2. any Official Card Fee not yet paid, used, committed or irrecoverably allocated may be refunded; and
3. any optional third-party charges already incurred may be deducted where lawful.

Once the application has been submitted to CSCS or the relevant official provider or portal:

1. Our Admin Fee is non-refundable; and
2. the Official Card Fee is non-refundable and non-transferable.

No refund will be due for Our Admin Fee, and no refund will be due for any Official Card Fee already submitted, charged or committed, where the application is delayed, rejected, cancelled, revoked or otherwise affected because:

1. the information supplied is false, incomplete, inaccurate or misleading;
2. the wrong card route, qualification route or test route was selected;
3. names, dates of birth, candidate IDs or other personal details do not match official records;
4. the qualification evidence is missing, unreadable, invalid or insufficient;
5. the right-to-work position or any other scheme eligibility requirement is not satisfied;
6. express authority or consent is missing or defective; or
7. the official body rejects, cancels or revokes the application for a reason connected to the information or evidence supplied.

Where we ask for missing documents, corrections or additional evidence, you must provide them within 60 days of our request unless we agree otherwise in writing.

If you do not do so, we may close the application file.

If the file is closed before official submission, any Official Card Fee not yet used or paid onward may be refunded, but Our Admin Fee remains non-refundable.

If the file is closed after official submission or after official fees have been committed, no refund will be due for those amounts.

We do not guarantee:

1. that the application will be approved;
2. that the selected card is the correct card;
3. that a particular card type will be issued; or
4. that the card will arrive within any estimated timeframe.

Official decisions and delivery times remain outside our control.