Refund & Cancellation Policy

When you can cancel, what you get back, and how to do it. This policy forms part of our Terms & Conditions.

If you are a consumer

You are a consumer if you booked for yourself rather than for a business. Because you booked online, by phone or by email, you have a legal right to cancel under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

Your 14-day right to cancel

You have 14 days from the day we send your booking confirmation to cancel, without giving a reason. This applies whether or not assessment has started.

If you asked us to start straight away

Arranging an assessor and registering you with the awarding body usually takes longer than 14 days, so most learners ask us to begin immediately. If you did, and you then cancel within the 14 days:

• you still have the full right to cancel;
• we will deduct a proportionate amount for the service actually provided up to the moment you told us — for example assessor time, induction, and initial portfolio setup;
• we will also deduct the £140 awarding-body registration fee already paid on your behalf, which the awarding body does not refund to us, and our £50 administration charge;
• everything else is refunded.

If you had not asked us to start early, you get a full refund with no deduction.

When the right ends

The right to cancel ends once the service has been fully performed — in practice, once your qualification has been claimed and certificated — and only where you gave express prior consent to us starting inside the 14 days and acknowledged that you would lose the right on completion. We capture that acknowledgement at checkout, and it is repeated in your booking confirmation.

Cancelling after the 14 days

After the cancellation period, refunds are discretionary. As a guide:

• Not yet registered with the awarding body — full refund less our £50 administration charge.
• Registered but no evidence submitted — refund of the fee less the £140 registration fee, our £50 administration charge, and any assessor time incurred.
• Assessment underway — no refund, but we will normally allow you to pause and resume within your registration period, or transfer to another learner in your organisation, at no charge.

We look at these case by case, and if there are personal circumstances behind the request please tell us — we would rather find a workable answer than a rigid one.

If you are a business customer

The 14-day statutory right does not apply to business bookings. Cancellation terms for employers and other business customers are set out in clause 7 of our Terms & Conditions.

Payment plans

We do not offer instalment or buy-now-pay-later payment. Fees are paid in full at the time of booking, so a cancellation is always a straight refund of what you paid, subject to the deductions above.

If we cancel

If we cancel or cannot deliver, you get a full refund of the amounts paid for the part we did not provide, or an alternative date if you prefer. See clause 8 of our Terms & Conditions.

Failing an assessment

Fees cover assessment, not a guaranteed result. If the evidence provided does not meet the standard, your assessor will tell you what is missing and you may resubmit within your registration period at no extra charge. Fees are not refundable because a qualification was not achieved. If you disagree with an assessment decision you can appeal — contact us via our Complaints & Whistleblowing page and we will send you our appeals procedure and register your appeal.

How to cancel

Tell us clearly, in writing, before the cancellation period ends. Email info@ctg.org.uk with your name, booking reference and the qualification — email is fine, and it is the quickest way for both of us to be sure of the date. You can use the form below but you do not have to — any clear statement is enough. Telling us by phone alone is not enough, because we both need a record of the date.

Model cancellation form

To: Construction Training Group Cyf, info@ctg.org.uk

I hereby give notice that I cancel my contract for the supply of the following service:

Qualification / course: ______________________
Booking reference: ______________________
Ordered on: ______________________
Name: ______________________
Address: ______________________
Signature (only if sending on paper): ______________________
Date: ______________________

How and when you get your money back

Approved refunds are made within 14 days of us accepting your cancellation, to the original payment method. There is no charge for a refund. Card and PayPal refunds usually appear within 3–5 working days of us issuing them; bank transfers within 3 working days.

Still not happy?

Use our complaints procedure — informal resolution within 5 working days, formal investigation within 10, and an appeal to senior management within 10. If we cannot resolve it, you can escalate to the relevant awarding organisation (GQA or NPORS). Nothing in this policy affects your statutory rights.