Refund Policy
Refund & Cancellation Policy
Last Updated 1st September 2025
This Refund & Cancellation Policy explains your rights and our approach to refunds, cancellations, transfers, and resits. It should be read together with our Terms of Business, which take precedence in the event of any inconsistency.
1. Consumer Customers (Individuals Purchasing for Personal Use)
1.1 Cooling-Off Rights (Consumer Contracts Regulations 2013)
If you are a consumer, you have the legal right to cancel your course booking within 14 days of receiving your Acceptance Confirmation email.
If you cancel within this period, you will receive a full refund, unless:
- You have accessed any digital resources,
- You have logged into the course portal, or
- The course has already started
In these cases, you will lose your right to cancel under the cooling-off rules.
1.2 Cancellations Outside the Cooling-Off Period
If you cancel your booking at least 7 days before the course start date, and you have not accessed any digital resources or unsealed hard copy materials, you will receive a refund minus a £50 + VAT administration fee.
If you cancel within 7 days of the course start date, no refund will be due.
1.3 Non-Attendance
If you fail to attend a booked course, no refund will be given.
If you wish to re-attend, the full course fee is payable again.
1.4 Transfers and Delegate Substitutions
Requests to transfer to a different course date:
- At least 7 days before start date – subject to a £50 + VAT rebooking fee
- Within 7 days of start date – subject to a rebooking fee of 75% of the course fee, payable immediately
Delegate name changes are normally free of charge.
If the original delegate has accessed digital resources, a fee of 50% of the course fee will be payable immediately.
1.5 Failing a Course and Resits
If you fail a course such that you are not entitled to a re-sit, you must re-attend the entire course and re-sit the exam, subject to a fee equal to 75% of the original course fee + VAT, plus any relevant exam resit fee.
For CITB courses, if you fall within CITB's allowable resit range:
- Same-day resits are free of charge
- Resits on alternative dates must be scheduled within 90 days (30 days for SEATS), are subject to availability, and carry a £50 + VAT exam fee
2. Business Customers (Companies, Organisations, and Delegates Attending on Their Behalf)
2.1 No Cooling-Off Rights
Business customers do not benefit from the 14-day cooling-off rights under UK consumer law.
2.2 Cancellations
If you cancel your booking at least 7 days before the course start date, you will receive a refund minus a £50 + VAT administration fee.
If you cancel within 7 days of the course start date, no refund will be due.
2.3 Non-Attendance
If you or your delegates fail to attend a booked course, no refund will be given.
If re-attendance is required, the full course fee is payable again.
2.4 Transfers and Delegate Substitutions
Transfers and name changes are treated the same as for consumers (see 1.4 above).
2.5 Failing a Course and Resits
Business customers are subject to the same rules as consumers (see 1.5 above).
3. Method and Timing of Refunds
Refunds will be made using the same payment method you used for your booking (credit/debit card or BACS transfer).
Refunds will be processed as soon as possible and no later than 14 working days from the date we confirm your eligibility for a refund.