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 policy covers anything you buy from this website: CSCS card applications, CITB Health, Safety & Environment test bookings, Level 1 and other course bookings, card renewals and replacements, and bundles. It forms part of our terms of service.
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
Because you order online without meeting us, you have a legal right to cancel within 14 days of placing your order, without giving a reason. This comes from the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.
If you ask us to start straight away
Most people want us to get going immediately — that is the whole point of using us. When you place your order you are asking us to start during the 14 days, and that changes two things:
- If you cancel part-way through, you still owe a fair, proportionate amount for the work we had already done
- Once the service has been fully carried out — your application submitted, your test or course booked and confirmed — you no longer have the 14-day right to cancel, even if fewer than 14 days have passed
If you would rather we waited until the 14 days were up before starting, just tell us when you order and we will hold your file. Waiting will usually delay your card.
How to cancel
Tell us in writing within the 14 days — email is easiest — or by any of the methods on our contact page. Give us your name and your order reference. You do not have to use a special form, and you do not have to give a reason. We will confirm in writing what you are getting back and why.
What you get back at each stage
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 |
|---|---|
| You have paid, but we have not started | Everything you paid, in full |
| We have checked your documents and advised you, but nothing has been booked or submitted | What you paid, less a fair amount for the checking and advice already done. We will tell you the figure and how we worked it out |
| A test or course has been booked in your name | Our fee for making that booking is used up. The test or course fee follows the centre's or provider's own rules, and is often not refundable once a place is held |
| Your application has been submitted to the card scheme | The service has been carried out, so our fee is not refundable. Any scheme fee already paid follows the scheme's own rules |
| A bundle, part-way through | Each part is treated separately: the parts we have not started are refunded in full, and the parts we have done or booked follow the rows above |
| We cannot provide what you ordered | Everything you paid for that item, in full — for example if you turn out not to be eligible and there is nothing suitable to swap to |
| A test or course is cancelled by the provider and cannot be rearranged | Everything you paid for that booking, in full, including our fee |
| We got something wrong | We put it right at our own cost. If it cannot be put right, you get a refund that reflects what went wrong |
Fees paid to the scheme, test centres and training providers
We are an independent service, not the card scheme, CITB or a training provider. Where part of what you paid has already gone to one of them, whether it comes back is their decision under their own terms, and it is often non-refundable once a place is held or an application is lodged. We will always ask on your behalf and tell you what they say.
Failed tests, missed places and the wrong card
If you fail a CITB test
A result is between you and the test provider, and our booking did its job, so the test booking is not refunded. You can sit the test again. Tell us and we will book the re-sit: you pay the test fee again, plus [[RE-SIT FEE: our fee for booking a re-sit, or “no extra charge from us”]].
If you miss your test or course
A place you do not turn up for is normally lost, and the fee for it is normally not refundable. Rebooking means paying that fee again. Let us know as early as you can — with enough notice a date can often be moved instead, which is much cheaper than losing it.
If the wrong card was applied for
If we recommended and applied for the wrong card on the evidence you gave us, that is on us: we sort out the correct application and cover our own fee for doing it. If the evidence you gave us was wrong, incomplete or out of date, the cost of putting it right — including any further scheme, test or course fee — is yours.
Cards, certificates and test passes already issued
Once a card has been issued, a certificate awarded or a test sat, that part of the service has been delivered and cannot be refunded.
How to ask for a refund, and how long it takes
Get in touch and tell us:
- Your name and your order reference
- Which item you want to cancel, if you ordered more than one
- That you want to cancel or want a refund, and why if you would like to tell us
Email is easiest, and every other way to reach us is on the contact page. We will confirm in writing what we are refunding, what we are keeping and why, before any money moves.
How long it takes
- We will decide and tell you within [[REFUND DECISION TIME, e.g. 5 working days]] of hearing from you
- Where you cancel under the 14-day right, we refund within 14 days of you telling us
- Refunds go back to the same card you paid with, through Stripe — we cannot send them anywhere else
- Your bank usually shows the money within [[REFUND WINDOW, e.g. 5–10 working days]] of us sending it
You will never be charged for asking. If we are keeping part of what you paid, we will show you the sum.
If you are not happy with our answer
Ask for it to be looked at again — the complaints route is in our terms of service. Nothing in this policy affects your legal rights under the Consumer Rights Act 2015 or the Consumer Contracts Regulations 2013. If you paid by card and cannot resolve it with us, you can also ask your card provider about a chargeback.
How we look after your information is set out in our privacy policy.