Legal
Refunds and cancellations
Your right to change your mind, what you get back at each stage, and how to ask for your money back.
About this policy
Last updated: 1 Oct. 2026
This Refunds and Cancellations Policy applies to services purchased through this website, including CSCS card application assistance, CITB Health, Safety & Environment test bookings, training and course bookings, card renewals and replacements, application support services, and packages or bundles.
UK Construction Support is a trading name of UKCS CONSULTING SERVICES LIMITED, company number 16360747, registered address 5 Brayford Square, London, United Kingdom, E1 0SG. Our contact details are on the contact page.
The short version: if we have not started, you get your money back. Once we have started, you pay for the work we have actually done. Money that has already gone to the card scheme, a test centre or a training provider follows their rules, not ours.
Your 14-day right to cancel
This policy should be read together with our Terms of Service.
Important: We Start Processing Orders Immediately
Our services are designed for customers who normally want their application, booking or other service processed as quickly as possible.
For this reason, customers may expressly request during checkout that UK Construction Support begins providing the service immediately, before the expiry of the statutory 14-day cancellation period.
Once we receive an order and the customer's request for immediate performance, we may immediately begin work. This may include:
Opening and reviewing the customer's file
Checking eligibility
Reviewing documents and information
Contacting the customer
Providing advice relating to the application
Preparing application information
Checking existing qualifications or records
Communicating with third-party providers
Reserving a test, course or service
Preparing or submitting an application
Making payments to a card scheme, test centre, training provider or other third-party provider
Customers should therefore contact us as soon as possible if they wish to cancel.
Your Statutory Right to Cancel
Where the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 apply, consumers purchasing services online normally have a right to cancel their contract within 14 days after the contract is entered into.
However, this does not necessarily mean that a customer who cancels after we have started work will receive a full refund.
Where You Ask Us to Start Immediately
If you expressly request that we start providing the service during the 14-day cancellation period, we may begin work immediately.
If you subsequently cancel before the service has been fully performed, you may be required to pay a reasonable and proportionate amount for the services already supplied up to the time when we receive your cancellation request.
The amount retained will depend on the work actually carried out on your individual order.
When the Cancellation Right Ends
Where:
you expressly requested that we begin the service before expiry of the 14-day cancellation period; and
you acknowledged that you would lose your statutory cancellation right once the service had been fully performed,
your statutory right to cancel ends once the contracted service has been fully performed.
Depending on the service purchased, full performance may occur when the work we agreed to provide has been completed, which may include submitting the authorised application or completing and confirming the authorised booking.
The subsequent decision or processing time of CSCS, CITB, a training provider, awarding organisation or another third party does not necessarily mean that our service remains incomplete where the service purchased from us was application or booking assistance.
How Refunds Are Calculated
Refunds are based on the stage your order has reached when we receive your cancellation request.
We do not operate a policy under which every cancellation automatically receives the same refund.
We consider:
Work already carried out by our staff
Application or document checks already completed
Advice or support already provided
Time spent preparing the application or booking
Communications already undertaken on your behalf
Third-party services already requested
Bookings already made
Applications already submitted
Third-party charges already incurred
Any amounts that are recoverable from a third-party provider
What you get back at each stage
Typical Refund Position
What we can refund depends on how far your order has got. This is the honest picture:
Where your order has got to | What you get back |
|---|---|
Payment received but no work has started | Full refund |
Initial processing, eligibility checks or document review has started | Partial refund after deducting a proportionate amount for work already supplied |
Customer has been contacted and substantive application work has started | Partial refund based on the amount of the service already supplied |
Application or booking has been prepared and substantial work completed | Refund, if any, will reflect the remaining unperformed part of the service |
A third-party booking or application fee has been incurred | Any recoverable amount will depend on the work performed and whether the third-party amount can be recovered |
Test/course place has been booked | Subject to the provider's cancellation terms and the proportion of our service already supplied |
Application has been submitted as authorised and our contracted service has been fully performed | Normally no change-of-mind refund where the statutory requirements for immediate performance and loss of cancellation rights have been satisfied |
Service has been fully performed | No change-of-mind refund where the customer has validly lost their statutory cancellation right |
Third-Party Fees and Payments
Some services involve payments to third parties, including card schemes, test centres, examination providers, training providers, awarding organisations or other service providers.
By asking us to begin processing immediately, you authorise us, where required to perform your order, to make relevant bookings, submissions and third-party payments on your behalf once we have sufficient information to proceed.
Third-party fees may become non-refundable once a booking has been made, a place reserved, an application submitted or payment made.
Where a third-party amount can reasonably be recovered, we will take that into consideration when calculating any refund due to you.
Where a third-party provider refuses or is not required to return a payment already legitimately incurred in performing your authorised order, that amount may affect the refund available to you, subject to your statutory rights.
Failed tests, missed places and the wrong card
Payment Processing Charges
We use third-party payment processors, including Stripe, to accept payments.
Payment processors may retain transaction fees when a payment is subsequently refunded.
We do not impose a separate fee merely for requesting or processing a statutory refund.
Where a refund is due under applicable consumer law, it will be calculated in accordance with your statutory rights and the proportion of the service already supplied.
CITB Test Bookings
Once a CITB Health, Safety & Environment test has been booked, cancellation or rescheduling may also be subject to the applicable test provider's rules.
If you fail a test after attending it, no refund is available for the completed test booking or for services already provided in arranging it.
A new test may require payment of a further test fee and any applicable booking service charge.
Missed Tests or Courses
If you fail to attend a test, training course or appointment that has been validly booked for you, the booking fee may be lost.
Where the provider requires payment for another appointment, the customer will be responsible for the additional cost.
Customers should contact us as early as possible if they need to change an appointment because some providers allow changes when sufficient notice is provided.
Incorrect or Incomplete Information
Customers are responsible for ensuring that information and documents supplied to us are accurate, complete and up to date.
If additional work, another booking or another application becomes necessary because information supplied by the customer was inaccurate, incomplete, misleading or out of date, additional charges may apply.
If the error was made by UK Construction Support, we will take reasonable steps to correct it at our own cost.
How to ask for a refund, and how long it takes
Eligibility and Application Decisions
Payment for our service does not guarantee that a card, qualification, test result or other application will be approved.
Decisions concerning eligibility, approval or issuance may ultimately be made by CSCS, CITB, an awarding organisation, training provider or another relevant third party.
Where we have correctly performed the service purchased and an application is subsequently refused for reasons outside our control, this does not automatically create a right to a refund.
This does not affect any legal rights you may have where our service has not been supplied with reasonable care and skill.
Bundles and Packages
Where an order contains several separate services, each component may be considered according to its individual stage of completion.
For example, if one part of a package has been fully performed but another part has not yet started, any refund entitlement may relate only to the unperformed part of the package.
How to Cancel
To request cancellation, contact us as soon as possible using the details on our Contact page.
Please provide:
Your full name
Order/reference number
The service you wish to cancel
Any other information reasonably required to locate your order
Cancellation takes effect when we receive your clear request to cancel.
We may ask for additional information to verify the identity of the person requesting the cancellation.
We will review the stage reached by your order and provide details of any refund due and, where applicable, the amount retained for services already supplied or costs legitimately incurred.
Refund Times
Where a statutory refund is due, it will be processed without undue delay and within the time required by applicable consumer law.
Refunds will normally be made using the same payment method used for the original transaction unless another method is expressly agreed where permitted by law.
After we issue a refund, the time taken for it to appear in the customer's account depends on the customer's bank or payment provider.
Chargebacks and Payment Disputes
We encourage customers to contact us before opening a payment dispute or chargeback so that we have an opportunity to investigate the matter and, where appropriate, resolve it.
Opening a chargeback does not automatically determine whether a payment was properly due.
Where a payment dispute is raised, we may provide the payment provider with relevant records, including the order confirmation, customer communications, application records, evidence of work performed, proof of booking or submission, customer authorisations and acceptance of our terms.
Nothing in this section limits a customer's statutory rights.
Complaints
If you disagree with a cancellation or refund decision, please contact us and ask for the matter to be reviewed.
We will explain the basis on which the refund was calculated and the work or costs taken into consideration.
Nothing in this policy excludes or limits rights that cannot lawfully be excluded under the Consumer Rights Act 2015, the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 or other applicable consumer protection legislation.