Customer information
Last updated: August 2026
The information you need before you buy, while you study, and if something goes wrong.
Buying from us
- Terms of use
The rules that apply when you use this site and book with us.
- Cancellations and refunds
When you can cancel, what you get back, and how to move a booking.
Your data
- Privacy notice
What we do with your personal information and the rights you have over it.
- Cookies
What we store on your device and how you can control it.
- How we decide results
How official tests are marked, who decides NVQ outcomes and how to request a review.
- Remote assessment and recordings
What is recorded when you sit a test online, and how long we keep it.
- How we assess high-risk processing
A plain summary of the checks we make before using identity data, recordings, or AI.
Fair assessment and support
- Reasonable adjustments
How to ask for support such as extra time, a reader, or modified materials.
- Special consideration
What to do if illness or a serious personal difficulty affected your assessment.
- Appeals
How to challenge a result or an assessment decision, and how long it takes.
Raising a concern
- Complaints
How to tell us something went wrong and what happens next.
- Safeguarding
How to report a worry about the safety or wellbeing of a person.
- Whistleblowing
How to raise a concern in confidence when you cannot raise it with the people involved.