Cancellations and Refunds

1. Your statutory right to cancel

Because you book online, you have a legal right to cancel within 14 days of booking and get your money back, under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. You do not have to give a reason. This right sits above anything else on this page.

Two things to know about it:

• If you ask us to start sooner — you book a course day inside the 14 days, or you start the online learning straight away — you can still cancel, but we can charge for what you have already used.
• Once you have started online learning content and agreed that it begins immediately, the cancellation right for that content ends. We will make that clear at the point you agree to it, not afterwards.

2. Cancelling a booked date

After the statutory period, cancelling a booked course day or test sitting works on notice given 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 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.

3. If we cancel or move a date

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.

4. Tests and results

A test fee pays for the sitting, not for a pass. If you do not pass, the fee is not refundable and a resit is charged separately.

That is separate from believing the result itself is wrong — if you do, use the appeals policy, which costs nothing. If an appeal finds a result was wrong, you will not be charged for putting it right.

Where a fee is passed on to a third party — an awarding organisation registration or a card scheme, for example — that part stops being refundable once it has been paid on your behalf. We will tell you before you pay which parts those are.

5. How to cancel, and when you get paid

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

Refunds go back to the card or account you paid from, within 14 days of us accepting the cancellation. We do not refund to a different person or account.

6. If something is wrong with the service

Under the Consumer Rights Act 2015 we must provide the service with reasonable care and skill. If we do not, you are entitled to have it put right or to a price reduction, and nothing on this page limits that. Raise it through our complaints procedure, which we answer within 20 working days.

7. Who you are contracting with

Your contract for training, assessment and card services is with SiteTicket Ltd, trading as SiteTicket. It is the seller and it handles refunds. The platform fee shown separately at checkout is collected by SkillCertify Ltd as part of the same payment, and is refunded with it — you do not have to claim it back separately or deal with anyone else.