Refund Policy

Last updated: 1 January 2025

Bookings for tests, cards, courses and NVQs are made with Coteca Limited (company number 14632958). In this policy “we”, “our” and “us” mean Coteca Limited, and “you”, “your”, “candidate” and “customer” mean anyone who uses our services. By booking with us you agree to this policy.

General

• We cannot book tests for anyone under 16.
• All payments are processed in GBP.
• All bookings are subject to availability.

CITB tests

You can ask to reschedule your test at least 3 days before the booked date. We reschedule free of charge if we receive the request more than 72 hours before the test. A request made less than 72 hours before, or a no-show, is treated as a new booking and the test fee applies again.

Cancellations are subject to a £15.00 admin fee plus a cancellation fee. No refund is given if the cancellation is received less than 72 hours before the test, or if the candidate:

• does not arrive on time;
• does not bring valid proof of ID;
• fails the test;
• chooses the wrong type of test;
• makes any other error relating to the test.

Tests must be used within 90 days of booking. After 90 days the booking is void and must be paid for again. For online tests, we cannot give a refund once login details have been created and sent to you.

CSCS cards

• No refund is given once we have processed your card application.
• We cannot process your application until we receive all the required documents. After booking, we email you the list of documents; please send clear photos promptly.
• If documents are not received within 60 days of your order, the order is put on hold, and we may cancel the booking. After 90 days the payment is void.
• If you cancel before your application is processed, cancellation and platform charges apply and you receive a refund of £36 only.

Courses and NVQs

Courses and NVQs are non-refundable, non-transferable and cannot be rescheduled once booked. No refund is given if the candidate does not attend, arrives late, or brings insufficient or incorrect ID.

If the course provider cancels a course and you cannot attend the new date, we refund the full course fee. We do not cover other costs such as travel, accommodation or lost earnings.

For online courses, we cannot give a refund once login details have been created and sent to you. Once started, an online course must be completed and passed within 60 days, or it is put on hold and must be bought again. Online courses must be completed within 90 days of booking. We do not refund online courses because the candidate finds the technology or the content difficult, or their equipment is out of date.

Refund limits and method

A refund will never exceed the amount you paid us. Refunds are made to the card used for payment. If you paid with Klarna or Clearpay, their processing fee is not refunded.

Questions about refunds: [email protected].