Terms and Conditions

Terms & Conditions

H21 Limited trading as H21 Training

1. About These Terms

These Terms & Conditions apply to training courses and related services provided by H21 Limited, trading as H21 Training (“H21 Training”, “we”, “us” or “our”).

By placing an order or making a booking with H21 Training, you confirm that you have read and accepted these Terms & Conditions.

Where a booking is made on behalf of another person or organisation, the person making the booking is responsible for ensuring that all relevant course information, joining instructions and candidate requirements are passed to the individual(s) attending.

These Terms & Conditions should be read alongside the relevant course information, booking confirmation, joining instructions and H21 Training policies.

Nothing in these Terms & Conditions affects your statutory rights where applicable.

2. Course Bookings

All course bookings are subject to availability and confirmation by H21 Training.

The person making the booking is responsible for ensuring that all information supplied is accurate and complete.

Candidates must meet any entry, identification, documentation, language, assessment or other requirements applicable to the course being booked.

Specific requirements will be provided within the relevant course information, booking confirmation, joining instructions or H21 Training policies.

3. Course Fees, Prices & VAT

All course prices displayed on the H21 Training website are shown inclusive of VAT at the applicable rate, unless otherwise clearly stated.

The total amount payable will be confirmed before an online booking is completed.

Where H21 Training provides a quotation or pricing directly to a business client, prices may be stated exclusive of VAT where this is clearly indicated. VAT will then be added at the applicable rate.

H21 Training reserves the right to amend course prices. Any price change will not affect a booking that has already been confirmed and paid for unless otherwise agreed.

4. Payment

Unless otherwise agreed, online bookings must be paid for in full at the time of booking.

Approved returning business clients may be offered payment-on-account facilities, normally on 30-day payment terms, subject to approval by H21 Training.

All invoices must be paid to H21 Limited in accordance with the payment terms stated on the invoice.

H21 Training may withhold the processing or release of certification, registration or associated documentation while payment remains outstanding, where permitted by the applicable course or scheme requirements.

For payment enquiries, please contact accounts@h21training.com.

5. Cancellations

All cancellation requests must be made in writing to admin@h21training.com.

7 Calendar Days or More Before the Course -Where written notice is received 7 calendar days or more before the scheduled course date, you may choose:

A full refund of the course fee; or

Transfer to an alternative available course date.

Less Than 7 Calendar Days but at Least 24 Hours Before the Course - A refund will not normally be provided; however, you may request to transfer the booking to an alternative available course date.

Less Than 24 Hours Before the Course - This will normally be treated as a late cancellation and a refund or transfer will not normally be provided.

H21 Training may consider exceptional circumstances at its discretion.

Please refer to our Cancellation & No-Show Policy for further information.

6. Course Transfers

Transfers are subject to course availability.

The new course must normally take place within 60 calendar days of the original course date and a booking may normally only be transferred once.

If a transferred booking is not used within the applicable 60-day period, a new booking and payment may be required.

Where available, eligible bookings can be transferred using the H21 Training online self-transfer facility up to 7 calendar days before the scheduled course date.

Requests within 7 days should be made directly to H21 Training and will be considered in accordance with our cancellation and transfer terms.

7. Replacement Candidates

If the original candidate is unable to attend, a suitable replacement candidate may normally attend in their place.

H21 Training should be notified as soon as possible and ideally at least 24 hours before the scheduled course start time.

The replacement candidate must meet all applicable course requirements and provide any required information, identification or documentation.

Where less than 24 hours' notice is provided, we will make reasonable efforts to accommodate the replacement but cannot guarantee that the change can be accepted.

8. Non-Attendance & Late Arrival

Candidates are responsible for attending or joining their course at the date and time stated within their booking confirmation and joining instructions.

Candidates who fail to attend without appropriate notice will normally be treated as a no-show and no refund or transfer will normally be provided.

Candidates arriving or joining more than 15 minutes after the scheduled course start time may not be permitted to continue where important course content, registration, assessment or safety information has been missed.

Please refer to our Cancellation & No-Show Policy for further information.

9. Candidate Identification & Documentation

Candidates may be required to provide documentation before attending their course or before their registration or certification can be processed.

Depending on the course, this may include:

Completed course paperwork or registration forms; Valid photographic identification; A clear and recent candidate photograph; and Any other documentation required by the relevant course or scheme. Candidates are responsible for ensuring that information and documentation provided is accurate, complete and supplied within any deadline communicated by H21 Training.

Failure to provide required information or documentation may prevent or delay attendance, registration or certification.

Please refer to our Candidate Attendance & Course Requirements Policy for full details.

10. Candidate Attendance & Conduct

Candidates are expected to participate appropriately throughout their course and follow reasonable instructions provided by the trainer.

Candidates must behave respectfully towards trainers, H21 Training staff and other candidates and must not behave in a disruptive, abusive, threatening or unsafe manner.

H21 Training reserves the right to prevent a candidate from continuing with a course where their behaviour seriously disrupts the training, creates a safety concern or prevents the course or assessment from being delivered appropriately.

Candidates must comply with any applicable health and safety requirements.

11. Online Training Requirements

Candidates attending online training must have suitable equipment and an appropriate environment in which to complete their course.

Unless otherwise stated, candidates will require:

A suitable laptop, desktop computer or compatible tablet; A reliable internet connection; A working camera; A working microphone and speakers or headset; and A suitable, quiet environment in which to participate. A mobile phone is not considered a suitable primary device for attending an H21 Training online course.

Candidates attending online training are normally required to join at least 15 minutes before the scheduled course start time to allow for registration, identification and technical checks.

Candidates may be required to keep their camera switched on throughout training and assessment and must be able to communicate with the trainer when required.

Please refer to our Online Training Requirements Policy for full details.

12. Technical Difficulties

Candidates are responsible for ensuring that their equipment, camera, microphone and internet connection are suitable for online training.

Where unexpected technical difficulties occur, reasonable efforts will be made to allow the candidate to reconnect and continue.

Where a candidate's own equipment or connection prevents them from participating effectively or meeting mandatory course or assessment requirements, they may be unable to continue with the course.

Where a technical issue caused by H21 Training or the online training platform prevents the course from being delivered, H21 Training will make appropriate arrangements with affected candidates.

13. English Language Requirements

Unless otherwise stated, H21 Training courses and assessments are delivered in English.

Candidates must have a sufficient understanding of written and spoken English to safely and effectively participate in the training and complete any required assessments.

Where there are concerns regarding a candidate's ability to understand or communicate effectively in English, H21 Training should be contacted as early as possible before the course.

Additional requirements apply to SHEA and National Water Hygiene courses.

Please refer to our Language & Assessment Requirements Policy for full details, including reasonable adjustments and assessment requirements.

14. Reasonable Adjustments & Special Consideration

H21 Training is committed to providing fair and accessible training and assessment opportunities.

Candidates who have a disability, medical condition, learning difficulty or other support need are encouraged to contact H21 Training at the time of booking or ideally at least 5 working days before the course or assessment.

Where a booking is made within 5 working days of the course, candidates should contact us as soon as possible.

Reasonable adjustments will be considered individually and must not change the standard being assessed, provide an unfair advantage or conflict with applicable awarding, accreditation or scheme requirements.

Some adjustments may require approval from the relevant awarding, accreditation or scheme body.

Special consideration may also be available where an unexpected circumstance affects a candidate at or around the time of an assessment.

Please refer to our Reasonable Adjustments & Special Consideration Policy for full details.

15. Successful Completion & Assessment

Certification or registration is subject to the candidate successfully meeting the requirements of the relevant course or scheme.

Where an assessment is required, candidates must achieve the required assessment standard.

Successful attendance alone does not guarantee certification or registration where an assessment or other mandatory requirement must also be completed.

Where a candidate does not achieve the required assessment standard, they may be required to complete a re-assessment, additional training or rebook the course.

Additional fees may apply.

16. EUSR Registration & Cards

Candidates successfully completing an applicable EUSR course will be registered with the Energy & Utility Skills Register (EUSR), subject to meeting all applicable requirements.

Accurate candidate information must be provided for registration.

EUSR registrations are normally provided through a virtual EUSR card. A valid individual mobile telephone number may therefore be required.

Physical/plastic cards may be available where requested and an additional charge may apply.

Candidates or booking contacts are responsible for ensuring that information supplied for registration is accurate. Any third-party charge arising from incorrect information supplied by the candidate, employer or booking contact may be passed on to the client.

Please refer to our Certification & EUSR Card Policy for full details.

17. SHEA & EUSR CSCS Cards

From 1 October 2026, successful completion of a SHEA course will no longer automatically result in SHEA being issued on an EUSR CSCS Green Labourer card.

Candidates will continue to receive their applicable SHEA registration. However, where CSCS recognition is required, a separate EUSR CSCS card may also be required.

The correct EUSR CSCS card depends on the individual's job role.

Candidates undertaking the genuine role and duties of a labourer may be eligible for the EUSR CSCS Utilities Labourer card, subject to the applicable EUSR requirements and an additional card fee.

Candidates working in skilled occupations or other roles may require a different EUSR CSCS card and additional qualification or competence requirements may apply.

If you have been told that you require “SHEA with CSCS”, “the CSCS logo”, “a Green Labourer card” or “CSCS for site access”, please check which card is required for your job role or contact H21 Training before booking.

Existing in-date SHEA cards issued before the change that already display the CSCS logo will continue to display the logo until expiry, subject to applicable EUSR, site and job-role requirements.

Please refer to our Certification & EUSR Card Policy for full information.

18. Failure to Meet Course Requirements

Candidates are responsible for meeting the mandatory requirements communicated before and during their course.

Where a mandatory requirement has not been met, H21 Training will, where reasonably possible, explain what is required and whether the issue can be resolved.

A candidate may be unable to join, continue with or complete their course where a requirement is necessary for:

Candidate identification or verification; Course or scheme registration; Assessment requirements; Health and safety; Accreditation or scheme requirements; or The effective delivery of the training. Where a candidate is unable to complete the course because a clearly communicated mandatory requirement has not been met, any transfer, rebooking or refund will be considered in accordance with these Terms & Conditions and the applicable H21 Training policies.

19. Cancellations or Changes by H21 Training

H21 Training will make every reasonable effort to deliver courses as booked.

Occasionally, it may be necessary to cancel, postpone or rearrange a course due to circumstances such as trainer illness or unavailability, insufficient candidate numbers, technical problems, venue issues, accreditation or scheme requirements or other unforeseen circumstances.

Where H21 Training cancels a course and is unable to provide the booked service, the client will normally be offered:

A full refund of the affected course fee; or Transfer to a suitable alternative available course date. We will provide as much notice as reasonably possible.

H21 Training will not be responsible for delays or disruption caused by circumstances genuinely outside our reasonable control. Where such circumstances prevent a course from going ahead as planned, we will make reasonable efforts to rearrange the course or offer an appropriate alternative.

This does not affect any statutory rights that may apply.

20. Individual Consumer Bookings

Most H21 Training courses are undertaken for work, trade or professional purposes and are therefore generally booked in a business or professional capacity.

Where a booking is made by an individual who qualifies as a consumer under UK consumer law, additional statutory cancellation or refund rights may apply.

Nothing in these Terms & Conditions affects any cancellation, refund or other statutory rights an individual consumer may have under UK law.

21. Complaints & Appeals

H21 Training is committed to providing a high standard of training and customer service.

If you are dissatisfied with a service provided by H21 Training, we encourage you to raise the matter with us as soon as possible.

Formal complaints should normally be submitted in writing within 14 business days of the issue occurring or becoming known.

Where a complainant is dissatisfied with the outcome of a formal complaint, an appeal may normally be submitted within 10 business days of receiving the written outcome.

Where a complaint or appeal relates to an accredited course, assessment, registration or scheme, an external escalation route through EUSR, Energy & Utility Skills or another relevant awarding or accreditation body may be available.

Please refer to our Complaints & Appeals Policy for full details.

22. H21 Training Policies

These Terms & Conditions should be read alongside the H21 Training policies applicable to your booking, including:

Cancellation & No-Show Policy Candidate Attendance & Course Requirements Policy Online Training Requirements Policy Reasonable Adjustments & Special Consideration Policy Certification & EUSR Card Policy Complaints & Appeals Policy Language & Assessment Requirements Policy Where a course is subject to requirements set by an awarding, accreditation or scheme body, those requirements will also apply where relevant.

23. Contact Us

General Enquiries, Bookings & Course Administration -

Email: admin@h21training.com Telephone: 01282 222421

Accounts & Payment Enquiries - Email: accounts@h21training.com

Formal Complaints & Appeals - Email: gemma@h21training.com

H21 Limited trading as H21 Training

Company Registration No: 13211426

Registered Address: 7 Slater Terrace, Burnley, BB11 1BU, United Kingdom