Booking, Cancellation, Payment and Refund Policy

Unless agreed otherwise and confirmed in writing (email included) the following applies to all products and services.

Health and Safety

First Aid For All Limited will take reasonable precautions to ensure training courses are delivered safely. Course attendees are also responsible for their own and others health and safety and must make the trainer (and/or our office staff) aware of any health and safety issues as soon as possible.

Course Attendee/Learner Suitability

We will make reasonable adjustments to accommodate learners with disabilities and special needs. However, for some courses e.g. first aid, there are physical requirements such as being able to demonstrate CPR on a mannequin that is on the floor, role a casualty onto their side, etc. Learners that are not able or willing to successfully demonstrate these skills will not be able to pass some first aid qualifications.

Unless otherwise stated, all our training courses and materials are delivered in English. Learners must have a reasonable understanding or spoken English, often referred to as Level 2 English. Written English is not necessarily required for all qualifications. Please contact us to discuss individual learner needs.

Photo ID for Ofqual Regulated Qualifications

Anyone undertaking an Ofqual regulated qualification is required to prove their identity. This ensures only those with a genuine claim to the qualification can make that claim. Learners who are unwilling or unable to provide a copy of their identification prior to assessment will not be able to complete their qualification.

Identification documents should reflect the learners current legal name. Certificates will be issued in this name. Learners are required to provide at least 1 form of photo I.D. If photo I.D is not available, 2 forms of non-photographic I.D can be produced.
Acceptable forms of photographic I.D (1 required) are:

• Signed UK Photo card driving licence.
• Signed passport (any nationality)
• Valid EU Photo identity card
• SIA security licence (with photo)
• Current and valid warrant card issued by HM forces or Police
• Current and valid Prison service card (with photo)
• Proof of age card
• Employee photo identification card
• Student photo identification card for a recognised educational establishment
• Firearms license (with photo)

Acceptable forms of non-photographic I.D (2 required) are:

• Current driving license: paper version
• Birth certificate
• Marriage/civil partnership certificate
• Mortgage statement (issued within past 12 months)
• Bank or building society statement (issued within last 3 months)
• Bank or building society account opening confirmation letter (issued within last 3 months)
• Credit card statement (issued within last 3 months)
• Pension or endowment financial statement (issued within last 12 months)
• P45 or P60 statement (issued within last 12 months)
• Council tax statement (issued within last 12 months)
• Valid work permit or visa issue by UK government
• Utility bill: excluding mobile phone bill (issued within last 3 months)
• Benefit statement e.g. child benefit, pension (issued within last 3 months)

Training Venues and Facilities

For onsite/private courses, clients must ensure that the training venue and facilities and suitable for the delivery of the required training course. This must be discussed with us before booking a course at your own venue.

General Payment Terms

Full payment (and cleared funds) is required before we will release any certificates for training courses.

Cancellation Procedure

To cancel or move a booking/course we require notification in writing/email from either the person who booked the course or someone who can be easily identified as being from the same organisation and having authority to make the decision. The time frame required for refunds is detailed in the Refund Terms below.

Refund Terms

Percentage refunds are based on the total course fee and not the amount paid at the time of cancellation. Time periods are calculated from the start time and date of a training course, not the end date of the course.

IMPORTANT: all refunds are minus any payment processing costs that are incurred by First Aid For All Ltd. From August 2023 most online payments e.g. via PayPal will incur costs i.e. we have to pay for the online transaction even if we refund it. These costs will be deducted from the amount refunded to the client.

Classroom Training Courses

100%* with 2 weeks/14 days notice or more from the course start date. This includes the 14th day up to 1pm.

Less than 2 weeks/14 days notice from the course start date there is no refund.

* we reserve the right to deduct any unrecoverable payment processing costs.

Funds are usually returned within a few hours of us making a refund. In some situations funds may take 7 days to appear back in an account.

If a course or booking is cancelled by us: we will return 100% of the money received for the cancelled booking.

Blended and Online Training Courses

The Refund Terms for Classroom Training Courses shown above apply to blended and online training courses with the following extra term:
- no refunds or changes are allowed once an online or blended course has been accessed i.e. the login details for the attendee have been used to access the course (even if the course has not been started or completed).

Too late to change your booking?

Please read Cancellation - Additional Information before contacting us.

Moving to Another Date

This is not possible with less than 2 weeks notice from the course start date, in which case the normal cancellation policy applies.
With more than 2 weeks notice from the course start date we will move a candidate to another course with no additional payment required.

Moving a private course you have booked with us: please contact us to discuss options.

For all other products and services a refund will only be offered in the event the product or service is deemed by a Director of First Aid For All Ltd. to be faulty or has not been conducted to the correct standard, products such as first aid kits must be unused and unopened. The time frame for returning a product or applying for a refund is 14 days from receiving the product or service (unless covered by specific procedures e.g. appeals for FAIB approved training courses.

Late Arrival to a Course

Course attendees need to be in the designated training room and ready for the course start and course registration at the agreed course start time. This usually means an attendee must be in the training room at least 15 minutes before the course start time. Any attendee arriving after the course start time may be turned away. There are no re-bookings or refunds for attendees arriving late and being turned away.

Delivery Policy

Training Courses: the time, date, and location or a training course will be agreed at the time of booking. In some cases the specific venue for a training course will not be available at the time of booking but the town or suburb area it will be held in will be known and given to the candidate so they can make the decision to book. If First Aid For All Ltd. need to move a training course from a venue venue that has been specifically identified, or move a venue outside the town or suburb area previously mentioned to them, each candidate will be given the opportunity to cancel for a full refund.

Products: e.g. certificates, first aid kits, etc.: these general terms apply for delivery times and costs of physical products unless specified differently at the time of purchase. Delivery will be by Royal Mail standard 2nd class delivery. Postal insurance is not included as standard. Products that are in stock will be dispatched within 48 hours. Products that are out of stock will be dispatched within 48 hours of arriving in stock. Full refunds will be offered for physical products (i.e. first aid kits and supplies), that cannot be dispatched within 4 weeks of ordering.

Other

We reserve the right to cancel courses and bookings.

Disruptive or abusive learners will be asked to leave a course.

The use of audio/visual recording equipment to record training sessions or make copies of training resources/materials is not allowed without the consent of a Director of First Aid For All Limited.