Terms of service

4. Our Fees and Third-Party Fees

Our charges may contain two different types of cost:

Our Service Fee

This is the amount charged for the service provided by UK Construction Support, which may include checking, administrative work, application preparation, booking assistance, support and submission services.

Third-Party Fees

Some orders require payments to organisations such as:

• CSCS;

• CITB;

• test centres;

• training providers;

• awarding organisations; or

• other service providers.

Where a third-party fee is included in the price shown to you, we may pay that fee to the relevant organisation on your behalf.

Where a third-party charge is not included in our advertised price, we will tell you before you become responsible for paying it.

Third-party organisations determine their own fees and may change them from time to time.

5. Official CSCS Card Fees

Where we submit an authorised CSCS card application on your behalf, an official CSCS Card fee may be payable.

CSCS currently states in its Terms and Conditions that its Card fees are non-refundable and non-transferable.

Therefore, where we have already submitted your authorised application and paid the relevant official CSCS Card fee, that amount will normally not be recoverable from CSCS.

Our own service fee is separate from the official CSCS Card fee unless the service description expressly states otherwise.

Any cancellation or refund will be dealt with according to these Terms and our Refunds and Cancellations Policy.

6. How Ordering Works

The normal ordering process is as follows.

Step 1 – Select Your Service

You choose the card application, test, course, renewal, replacement or other service you require.

Step 2 – Provide Your Information

You provide the information requested for the service.

This may include:

• your full name;

• contact details;

• date of birth;

• address;

• National Insurance number where required;

• occupation;

• qualification information;

• CITB test information;

• identification documents;

• certificates; and

• other information required for the relevant service.

Step 3 – Review Your Order

You should check that the service selected and information supplied are correct before payment.

Step 4 – Payment

You make payment using one of the payment methods offered at checkout.

Payments may be processed through Stripe or another authorised payment processor.

Step 5 – Immediate Processing

Where you have expressly requested that we begin providing the service immediately, we may begin processing your order before expiry of the statutory cancellation period.

Step 6 – Application or Booking

Once sufficient information has been received, we may proceed with the authorised application, booking, third-party communication or payment required to carry out your order.

11. Your 14-Day Cancellation Right

Where the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 apply, a consumer entering into an online service contract will normally have a statutory cancellation period.

For a service contract, that period normally ends 14 days after the day on which the contract is entered into.

For example, if your contract is entered into on 1 October, the normal cancellation period ends at the end of 15 October.

However, the existence of a 14-day cancellation period does not mean that you are guaranteed a full refund throughout those 14 days where you have requested immediate performance and services have already been supplied.

12. Cancelling After You Asked Us to Start Immediately

If you expressly requested that we begin providing the service during the cancellation period and you subsequently cancel before the service has been fully performed, you may be required to pay a reasonable and proportionate amount for the service already supplied.

The amount will depend on the work actually performed up to the point when we are informed of your decision to cancel.

This may include substantive:

• document checking;

• eligibility checking;

• application preparation;

• administrative work;

• communications;

• booking work;

• submission work; and

• other services already provided.

Any third-party charges already legitimately incurred may also affect the amount that can be refunded where those amounts cannot be recovered.

Please see our Refunds and Cancellations Policy for further information.

13. When the Cancellation Right Ends

Where:

1. you expressly requested that we start providing the service during the statutory cancellation period;

2. you acknowledged that you would lose your cancellation right once the service had been fully performed; and

3. we have fully performed the service purchased,

your statutory change-of-mind cancellation right in respect of that completed service will end.

This may happen before the normal 14-day period has expired.

14. What Does “Fully Performed” Mean?

Our service may be fully performed once we have completed all the work that we agreed to provide under the service purchased.

Depending on your order, full performance may include:

• completing and submitting an authorised CSCS application;

• completing an authorised CITB test booking;

• completing an authorised training or course booking;

• completing a card renewal application;

• completing a replacement-card application;

• completing the relevant administrative service; or

• completing all components of the service purchased.

Where our role is to prepare, assist with or submit an application or booking, our service may be fully performed even if the third-party organisation has not yet completed its own processing.

For example, CSCS taking additional time to decide or issue a card does not necessarily mean our application-submission service remains incomplete.

15. Refunds

Our Refunds and Cancellations Policy forms part of these Terms of Service.

Refund eligibility depends on matters including:

• whether work has started;

• how much of the service has been supplied;

• whether the service has been fully performed;

• whether an application has already been submitted;

• whether a booking has already been made;

• whether third-party fees have already been incurred;

• whether those third-party fees are recoverable; and

• why the cancellation or refund is being requested.

Nothing in these Terms removes any statutory cancellation or refund right that cannot legally be excluded.

16. What We Need From You

We can only provide our service using the information and documents you supply.

By placing an order, you confirm that the information you provide is, to the best of your knowledge:

• accurate;

• complete;

• current;

• genuine; and

• yours or information that you are legally authorised to provide.

Your name, date of birth and other identifying information should match the documents being used for the relevant application.

Identification documents must be genuine and valid.

Qualifications and certificates must be genuine and relate to the person whose application is being made.

Any National Insurance number supplied must belong to the relevant applicant.

You must promptly tell us if information changes or if you discover an error.

17. Incorrect or Incomplete Information

If an application, booking or service is delayed, rejected, cancelled or needs to be repeated because information provided by you was:

• incorrect;

• incomplete;

• misleading;

• out of date;

• invalid; or

• provided too late,

you may be responsible for the resulting additional costs.

These may include:

• another CSCS fee;

• another CITB test fee;

• another course fee;

• another provider fee; and

• an additional service fee where we have to perform substantial additional work.

We will tell you about any new charge before carrying out separately chargeable additional work.

Third-party payments already made may remain non-refundable.

18. Fraudulent Documents or Information

You must not:

• provide false identity documents;

• provide certificates that are not genuine;

• submit another person's documents as your own;

• knowingly give false or misleading information;

• impersonate another person; or

• ask us to assist with a fraudulent application.

Where we reasonably suspect fraud or unlawful activity, we may:

• suspend processing;

• cancel the order;

• refuse further service;

• preserve relevant evidence; and

• make disclosures where required or permitted by law.

Any refund will be calculated in accordance with applicable law and our Refunds and Cancellations Policy, taking into account legitimate services already supplied and third-party costs already incurred.

30. VAT

UK Construction Support is currently not VAT registered.

Accordingly, VAT is not separately charged by us while we remain unregistered.

If our VAT status changes, prices and invoices will be dealt with in accordance with the applicable VAT requirements from that point onwards.

31. Payments

Payment may be made through Stripe or another payment method displayed at checkout.

Your full payment-card details are handled by the relevant payment processor and are not intended to be stored by UK Construction Support.

Payment is generally required before we begin providing the service.

If payment:

• fails;

• is declined;

• is reversed;

• is disputed; or

• is otherwise not successfully received,

we may suspend further processing while the matter is investigated or payment is resolved, subject to applicable law.

32. Payment Processing Fees

Payment processors may charge us transaction fees for processing your payment.

Some payment processors may not return their original processing fees if a payment is subsequently refunded.

We do not impose a separate charge merely because you exercise a statutory refund right.

Refund calculations will be made according to applicable consumer law and our Refunds and Cancellations Policy.

33. Chargebacks and Payment Disputes

If you believe there is a problem with an order, we encourage you to contact us so that we have an opportunity to investigate and resolve the matter.

Nothing in these Terms prevents you from exercising any right you may have to raise a legitimate card-payment dispute.

However, commencing a chargeback does not itself determine whether the service was provided or whether payment was properly due.

Where a chargeback, Section 75 claim, payment dispute or similar claim is raised, we may provide relevant information to:

• Stripe or another payment processor;

• our acquiring bank;

• your card issuer;

• a payment network; or

• another organisation involved in investigating the dispute.

Evidence may include:

• your order details;

• transaction information;

• invoices;

• your acceptance of these Terms;

• your acceptance of our Refunds and Cancellations Policy;

• your request for immediate performance;

• your acknowledgement regarding loss of cancellation rights following full performance;

• communications with you;

• application records;

• documents supplied by you;

• booking records;

• evidence showing work performed;

• third-party payment records;

• proof of application submission; and

• other relevant records.

Nothing in this section removes any statutory payment or consumer rights.

34. Your Account

Where ordering creates an online account, you are responsible for keeping your login credentials secure.

Your account may allow you to:

• follow an application;

• view order information;

• upload documents;

• access invoices; and

• communicate with us.

You should notify us if you reasonably believe someone else has obtained unauthorised access to your account.

We may suspend or restrict an account where reasonably necessary to protect customers, our systems or our business, including where we reasonably suspect:

• fraudulent activity;

• false documents;

• misuse of another person's identity;

• security abuse; or

• serious misuse of our services.

35. Acceptable Use of Our Website

You must not:

• upload unlawful or malicious material;

• upload documents you have no right to use;

• attempt to access another person's account;

• attempt to gain unauthorised access to our systems;

• interfere with website security;

• introduce viruses or malicious code;

• scrape the website in breach of applicable law or our rights;

• reproduce substantial parts of our website to operate a competing service without permission; or

• use our website for fraudulent or unlawful purposes.

36. Intellectual Property

Unless otherwise stated, the website's original:

• text;

• branding;

• graphics;

• layout;

• software;

• photographs; and

• other content

belong to UK Construction Support, UKCS CONSULTING SERVICES LIMITED or our relevant licensors.

You may access and use the website for normal personal use.

Nothing in these Terms transfers ownership of our intellectual property to you.

37. Our Obligation to You

We will provide our services with reasonable care and skill as required by applicable consumer law.

If we make an error, we will take reasonable steps to correct it where appropriate.

Nothing in these Terms removes any statutory right or remedy that cannot legally be excluded.

38. What We Do Not Exclude or Limit

Nothing in these Terms excludes or limits liability where it would be unlawful to do so.

This includes liability for:

• death or personal injury caused by our negligence;

• fraud or fraudulent misrepresentation;

• your rights under the Consumer Rights Act 2015;

• our legal obligation to provide services with reasonable care and skill; or

• any other liability that cannot legally be excluded or limited.

39. Matters Outside Our Control

Subject to rights and liabilities that cannot legally be excluded, we are not responsible for matters outside our reasonable control, including:

• a decision made by CSCS;

• a decision made by CITB;

• a decision made by an awarding organisation;

• actions of a test centre or training provider;

• third-party system outages;

• provider delays;

• postal delays;

• delays caused by information supplied late by you;

• delays caused by incorrect customer information;

• provider appointment availability; or

• changes made by a provider after an authorised booking has been completed.

Where such an event affects your service, we will take reasonable steps to assist where appropriate.

40. Losses

Nothing in this section limits liability that cannot legally be limited.

We are not responsible for losses that were not a foreseeable consequence of our breach of contract.

In particular, where we correctly supplied the service purchased, we are not responsible merely because:

• you were unable to obtain work;

• you lost potential earnings;

• you were refused access to a construction site;

• a third-party provider delayed an application; or

• a third party made a decision outside our control.

Different legal rules may apply where you purchase the service wholly or mainly for business purposes.

41. Services Purchased by Businesses

The consumer protections described in these Terms apply where you are acting as a consumer.

If you purchase our services wholly or mainly for purposes connected with your trade, business, craft or profession, you may be treated as a business customer.

To the extent permitted by law, we will not be responsible to a business customer for:

• loss of profit;

• loss of business;

• loss of revenue;

• loss of contracts;

• loss of anticipated savings; or

• indirect or consequential commercial losses.

Nothing excludes liability that cannot lawfully be excluded.

42. Cancelling an Order

To cancel an order, contact us using the details shown on our Contact page.

Please provide:

• your full name;

• order or reference number; and

• the service you wish to cancel.

You do not have to provide a reason where you are exercising a statutory cancellation right.

The detailed rules governing cancellations, services started during the cancellation period, full performance, third-party charges and refunds are contained in our Refunds and Cancellations Policy, which forms part of these Terms.

43. Refunds

Where a refund is due, it will be processed in accordance with our Refunds and Cancellations Policy and applicable consumer law.

A refund may depend on:

• the stage reached by your order;

• the work already supplied;

• whether the service has been fully performed;

• third-party amounts already paid;

• whether those amounts are recoverable; and

• the reason for the refund.

Where applicable consumer law requires reimbursement following cancellation, reimbursement will be made without undue delay and within the legally required period.

44. Complaints

If you believe something has gone wrong, please contact us using the details shown on our Contact page.

Please provide your order/reference number and sufficient information for us to investigate.

We aim to acknowledge complaints within 2 working days.

We aim to provide a substantive response within 10 working days.

More complex matters may require additional time. If this happens, we will explain the reason for the delay and provide an update.

If you remain dissatisfied, you may ask for the complaint to be reviewed by a director or senior representative of UKCS CONSULTING SERVICES LIMITED.

Complaints concerning a decision made directly by CSCS, CITB, a test provider, training provider or awarding organisation may ultimately need to be dealt with by that organisation.

Where appropriate, we will tell you which organisation is responsible.

45. Personal Information

We process personal information as described in our Privacy Policy.

Because of the nature of application and booking services, we may need to provide relevant personal information to organisations such as:

• CSCS;

• CITB;

• test providers;

• training providers;

• awarding organisations;

• payment processors; and

• other organisations necessary to provide the service you purchased.

Please read our Privacy Policy for information about how personal information is collected, used, shared, stored and protected.

46. Changes to These Terms

We may amend these Terms from time to time, including where:

• applicable law changes;

• CSCS or CITB changes its requirements;

• provider terms change;

• our services change; or

• our business processes change.

The Terms applying to your order will normally be the version made available to you when the contract was entered into.

Changes made afterwards will not retrospectively remove statutory or contractual rights that have already arisen.

47. Relationship With Our Refund Policy

Our Refunds and Cancellations Policy forms part of these Terms.

Where these Terms contain a shorter explanation of cancellation or refund rights, the more detailed provisions in our Refunds and Cancellations Policy should be read alongside them.

Nothing in either document overrides statutory consumer rights that cannot legally be excluded.

48. Severability

If any provision of these Terms is found by a court or other competent authority to be unlawful, invalid or unenforceable, that provision will be treated accordingly without affecting the remaining provisions so far as legally possible.

49. Governing Law and Courts

These Terms and contracts entered into under them are governed by the laws of England and Wales, subject to any mandatory consumer protections that apply to you.

If you are a consumer living elsewhere in the United Kingdom, nothing in this section is intended to remove any right you have under applicable law to bring proceedings in the courts available to you.

50. Your Statutory Rights

Nothing in these Terms excludes, restricts or limits rights or remedies that cannot legally be excluded.

Relevant UK consumer legislation may include:

• the Consumer Rights Act 2015; and

• the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

Where a provision of these Terms conflicts with a statutory consumer right that cannot legally be excluded or restricted, the statutory right will apply.

51. Contact Us

If you have questions about these Terms or an order, please contact UK Construction Support using the telephone, email or WhatsApp details shown on our Contact page. FAQ answers the questions we get most often. Where possible, include your order/reference number so that we can identify your order quickly.