Terms and Conditions

Special Circumstances

All candidates must have a reasonable understanding of English language - this is a requirement for attending the course. Should candidates require any special circumstances that need to be taken into consideration, please let us know prior to your course in order for any arrangements made.

Candidates must have with them 1 form of photo ID (driving license, passport etc) to show to the trainer. If attending an online course this will need to be provided prior to the course with your requested paperwork. On attending the course, candidates may also be asked to show their ID to the camera to confirm their identity.

Where the training being provided is other than theoretical or classroom based, candidates must be physically capable to undertake the training. The duty is entirely with the candidate to ensure his or her fitness to undergo training and H21 Ltd does not accept any responsibility in this regard.

Course Documentation

ALL candidates must ensure that their completed course paperwork, photograph and photo ID is returned ASAP prior to the course, or immediately on confirmation of booking if course is within one day. Failing to send these in on time will result in candidates not being registered and therefore not being accepted onto their course.

EUSR registrations will not be processed for those candidates who do not return their course documents before their course - if they wish for these to be processed at a later date an admin fee of £45.00 will be payable.

H21 Ltd will not accept any responsibility for training not able to be completed or certification unable to be supplied because of any error or shortfall in this regard. No refunds will be given.

Course Equipment

Course equipment lent to a client in order to undertake training must not be removed from the training environment. Any damage to equipment or property caused by candidates will be invoiced to the relevant client.

Where the training being provided is other than theoretical or classroom based, delegates must provide, unless previously agreed by H21 Ltd, their own overalls, safety helmets, protective gloves, safety footwear, waterproof clothing, safety glasses/visor, ear defenders and / or any other personal equipment required to undertake the course. It is the candidates responsibility to ensure they are aware what equipment they are personally required to provide and H21 Ltd will bear no responsibility for candidates being unable to participate in any training program because of any shortfall of equipment.

Health and Safety

Where training is carried out on Company premises, all delegates must conform to and comply with the Health and Safety Policy as laid down by the Company. Breaches of this policy may result in the delegate being suspended or excluded from the course and premises.

Payment For Courses

Payment by Card - All bookings must be made online using the online booking system and paid by card. We require full payment upfront prior to all of our courses.

Payment on Account - We offer payment on account (30 days) for clients with recurring bookings. All payments must be made to H21 Limited. Any requests to set up an account must be received in writing to accounts@h21training.com

Cancellation and No-Show Policy

1. 100% refund – for cancellations received at least 7 days before the course           
   

2. 0% refund – for cancellations received less than 7 days before the course.
   

For no-shows the following conditions apply:

0% refund – should a candidate not attend their course or arrives later than 10 minutes into the training, without informing us prior to the course. If a candidate is aware they cannot or may not be able to attend their course at any point, they must inform us ASAP – the above cancellation policy conditions will apply.

Replacement Candidates

Replacement candidates will be accepted should any absences arise however we must be informed in writing to email enquiries@h21training.com and as soon as possible, ideally within 1 working day prior to the course. We understand work schedules change and unforeseen events arise and with this in mind we now offer self-transfers on bookings, free of charge, available up until 7 days prior to the course start date – see below for more details.

Self-Transfers

H21 offer self-transfers of bookings up to 7 days until the course start date (this will not be possible during the 7 days leading up to the course).

However, should any absence or unforeseen circumstances arise, we can accept replacement candidates (as above). We must be informed in writing via email to enquiries@h21training.com and as soon as possible, within 1 working day prior to the course.

Self-transfers can be made within your H21 portal. If you have not yet registered for an online portal please request an activation email by emailing enquiries@h21training.com , or email us with your changes required (before the 7 days leading up to the course), and this change will be dealt with.

Cancellations by H21

An exception to the above Cancellation Policy is where H21 are forced to cancel a course due to low numbers or unforeseen circumstances.

H21 will always avoid where possible cancellations of courses or changes on their behalf, however if at any point a course does need to be cancelled or re-arranged under these conditions, clients would always be offered a full refund or the next available course date to re-book candidate(s) onto the training.

Certification – Cover Letters

Issuing Of Certification/Cover Letters - Cover Letters are awarded only to those candidates who successfully attend and complete all aspects of the training satisfactorily. Unless otherwise stated, and depending on the type of course, candidates that have failed any element of their training may be allowed to re-sit the training course however the client will be required to pay the course fee again. Candidates are required to be punctual at all courses and at all sessions.

Unless otherwise agreed beforehand in writing, the registration and issuing of certification/and or cover letters will only be recognised and issued once payment from the client has been received and paid in full.

EUSR Virtual/Plastic Cards - from 14th February 2022 virtual cards now replace the plastic EUSR cards. As standard, instead of receiving a plastic card, individuals will download a free app (Vircada app) to their smartphone or tablet device (either Android or Apple) to display a digital EUSR card. A link will be sent via SMS message to the candidates mobile phone. EUSR cannot issue a virtual card without a mobile number, so it is vital that the individuals correct mobile number is included on bookings and a different number for each separate delegate.

Candidates Without Mobile Phone - If a delegate does not have a mobile phone, a plastic EUSR card must be ordered when processing a booking.

Ordering Plastic EUSR Cards - The plastic cards must be ordered at the time of booking and cannot be ordered through H21 at any time following the booking. If a client needs to order a plastic card after a course has passed, these can still be ordered directly through EUSR online or by telephone.

**Delivery Of Cards **

If plastic EUSR card(s) are ordered through H21 (must be ordered at time of booking) please allow up to 4 weeks for delivery. These will be posted out to the postal address provided on booking and an update on dispatch will be sent by email along with a copy of the card(s).

Prices

Unless otherwise stated, all prices shown on website are exclusive of VAT, the total price of the training will be shown at checkout, and this will show the VAT payable. VAT will be charged at the rate current at the time of due payment.

Prices vary depending on number of candidates, demand and availability and H21 Ltd reserves the right to adjust prices at any time and without notice.

Complaints

Any complaints must be sent in writing to gemma@h21training.com and within 14 days of the contract start date (the day on which H21 Ltd received an official order from the client to supply training services). If a course is booked in advance, this applies 14 days from the course start date. H21 Ltd will aim to respond to complaints within 30 days of receipt.