Cancellations and refunds

1. Your statutory right to cancel

You buy from us at a distance, so under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 you have 14 days from the day you buy to cancel and get your money back. You do not have to give a reason. This right sits above everything else on this page.

Two exceptions apply when you ask us to start early:

• Online course content you started early. If you consented at checkout to getting the content straight away, the cancellation right for that content ends once we have supplied it. Section 2 explains exactly what you agree to and when.
• Services and registrations you asked us to begin early. You keep the right to cancel, but we can charge for the part we have already carried out. Sections 3 and 5 explain how that is worked out for course days and for registrations.

2. Self-paced online course content

Most of what we sell starts on your phone: the Level 1 course, the practice material and the tests that go with it. At checkout we ask you for two things about that content: your express consent to us giving you access to it immediately, and your acknowledgement that once it has been supplied you lose your right to cancel that part within the 14-day period.

Because the online purchase requests early access, the online checkout asks for that consent as part of the purchase and will not complete without it. Level 1 learning remains locked until an assessor accepts your English verification. If you would rather not give consent, do not complete the purchase; contact us first and we will talk through your options before you pay.

If you did give it but have not actually started the content yet, ask us within the 14-day period and we will still cancel and refund that part in full under our refund policy.

The English check

Level 1 candidates take a short recorded English check before the course content unlocks. If the assessor refers you and you do not take the free in-person interview, or you take it and do not pass, you get a full refund automatically, without having to ask. Where an employer paid for you, they receive a substitution or a credit instead of a cash refund.

3. Booked course days and live services

This scale only applies when you have a booked in-person test sitting. After the statutory period, cancelling that date works on the notice you give before the booked date:

• 14 days or more: 100% refund.
• 7 to 13 days: 50% refund.
• Less than 7 days, or you do not attend: no refund.

You can move to another date instead of cancelling. The first transfer is free if you tell us before the notice period above runs out.

If you ask us to start a service inside the 14-day cancellation period, say by booking a course day that falls inside it, or by asking us to get an assessment moving, that counts as an express request to begin early. You can still cancel during the period. We may then charge only for the part of the service we had actually supplied by the time you told us, in proportion to the whole, and we refund the rest.

If we cancel, or move a date and the new one does not work for you, you choose: a full refund, or a transfer at no cost. That applies however close to the date it happens.

If you miss a date because of illness, bereavement or something else outside your control, tell us and send what evidence you reasonably can. We will not apply the scale rigidly to genuine emergencies.

4. Tests and assessments

A test fee pays for the sitting, not for a pass. H&S resits with us are free until you pass.

Not passing and believing the result itself is wrong are different things. If you think a result is wrong, use the appeals policy, which costs nothing. If an appeal finds a result was wrong, you will not be charged for putting it right.

5. Awarding-body registration and card application

Part of what you pay can be a fee we pass straight to someone else: an awarding organisation registering you for a qualification, or a card scheme issuing your card. We tell you before you pay which parts of the price those are.

If you ask us to make a registration or a card application during the cancellation period, that is an express request to begin the service early. Once that application has actually been made on your behalf, that part of the service has been completed and the fee for it is not refunded. If we have not yet made it when you cancel, it is refunded in full. An invoice or budget entry alone does not mean the registration or application has been made.

6. How to cancel and when your refund arrives

Email hello@siteticket.co.uk with your name, booking reference and what you want to cancel. A clear statement is enough, and there is no form to fill in.

We refund without undue delay, and in any event no later than 14 days after the day you tell us you are cancelling. Refunds go back to the card or account you paid from. We do not refund to a different person or account.

7. If something is wrong

The Consumer Rights Act 2015 gives you different rights depending on whether the problem is with digital content or with a service, so we set both out.

Digital content, meaning the online course, the videos and the practice material, must be of satisfactory quality, fit for the purpose you told us about, and as described. If it is not, you are entitled to have it repaired or replaced, and if that is not possible or we do not do it within a reasonable time, to a reduction in what you paid.

Services, meaning the course days, assessment, marking, registration and card work, must be performed with reasonable care and skill. If they are not, you are entitled to have the service performed again, and if that is not possible or we do not do it within a reasonable time, to a reduction in what you paid.

Raise either through our complaints procedure, which we answer within 10 working days. Nothing on this page limits those rights.

8. Who you are contracting with

Your contract for training, assessment and card services is with SiteTicket Ltd, trading as SiteTicket, of Zeus House, 16-30 Provost Street, London N1 7NG. It is the seller and it handles refunds. SkillCertify Ltd (Company No. 17408823) collects its platform fee as part of the same payment, not as a separate line at checkout, and that fee is refunded with the payment. You do not have to claim it back separately or deal with anyone else.