Policies and Terms

Legal name

HealthCore LTD (trading as “HealthCore Training”)

Website

healthcore.org.uk

Contact

Email: [email protected] · Tel: 0115 795 0747

These terms set out how we provide training, handle bookings and payments, and protect your data. By using our services you agree to the following.

1) Purpose

To set out a clear contract for training services and a transparent privacy approach for learners and client organisations.

2) Scope

• Applies to individual learners and companies or organisations booking HealthCore training.
• Covers bookings, payment, course delivery, certificates, website use, privacy and data protection.

3) Roles and responsibilities

• HealthCore: provide training with reasonable skill and care, ensure qualified trainers and safe venues, issue information and certificates, protect data and maintain policies.
• Learners and clients: provide accurate information, follow joining instructions and the Learner Agreement, pay fees on time and comply with venue and safety rules.

4) Bookings and payment

• Confirmation: bookings are confirmed only when payment is received or a valid purchase order is accepted by HealthCore in writing.
• Prices and taxes: prices are as quoted at the time of booking and may be subject to VAT where applicable.
• Payment terms: invoices are payable within the timeframe stated on the invoice. Late payments may attract administration charges and interest as permitted by law.
• Right to refuse: we reserve the right to refuse or suspend service where payment terms are not met or information provided is incomplete or inaccurate.
• Consumer cooling off: for consumer distance bookings a statutory 14-day cooling off period may apply. If you ask us to start within that period, you acknowledge you may lose the right to cancel once the service is delivered in full. We may charge proportionally for any part already provided.

5) Cancellations and refunds

See the Cancellations and Refunds Policy which forms part of these terms.

6) Delegate conduct and attendance

• Professional conduct: delegates must behave respectfully. We may refuse entry or remove a delegate whose behaviour disrupts learning, without refund.
• Attendance: some courses require set contact hours. Late arrival or partial attendance may be refused or recorded as non-attendance.
• ID and accuracy: bring photo ID if requested. Certificates are issued in the name provided at booking. Replacement for name errors may incur an administration fee.
• Recording and devices: do not record audio or video without trainer permission. Keep phones on silent during sessions.
• Intoxication and safety: we may refuse participation where a delegate appears unfit or unsafe to take part in practical activities.

7) Intellectual Property (IP)

• Ownership: All training materials, handouts, slides, and online content provided by HealthCore remain the intellectual property of HealthCore Ltd or our licensors.
• Usage: Materials are provided for the personal use of the learner only. You may not reproduce, distribute, sell, or use them to deliver training to others without our express written permission.

8) Training content, certificates and liability

• Standards: training is delivered by qualified trainers using evidence-based materials aligned to recognised professional standards, national guidance and the stated curriculum at the time of delivery.
• Limitations: training supports professional development but does not replace employer policies, procedures or statutory responsibilities. Learners are responsible for applying knowledge appropriately within their scope of practice.
• Certificates: issued on completion of required contact hours and any assessments. Replacement certificates may incur an administration fee.
• No guarantee of outcomes: we do not guarantee specific outcomes in employment, assessment or regulatory compliance as a result of attending training.
• Liability cap: our liability is limited to the course fees paid for the relevant training. We are not liable for indirect or incidental costs such as travel or accommodation unless booked by HealthCore.

9) Payments and billing security (PCI-DSS)

• Payments are processed securely by trusted third-party providers (Stripe/PayPal).
• We do not store or process full credit card numbers or sensitive authentication data on our servers. We retain only records required for invoicing, tax and compliance.

10) Privacy and data protection - UK GDPR

a) Lawful basis

• Contract - to deliver your training booking and issue certificates.
• Legitimate interests - to improve services, maintain security and manage fraud risks.
• Legal obligation - to meet tax, audit and regulatory duties.

b) Data we collect

• Contact details such as name, role, organisation, email and phone.
• Booking, payment and invoice records.
• Attendance, assessment and certificate records.
• Learner feedback and evaluation forms.
• Website usage data including essential cookies, server logs and standard analytics.

c) How we use your data

• To process bookings, send joining instructions and administer attendance.
• To issue certificates and send essential reminders and post-course evaluations.
• To comply with legal obligations such as record keeping and audits.

d) Sharing and processors

• We do not sell your data.
• We share limited data only with trusted service providers necessary for service delivery such as payment processors, email platforms and certificate systems, under written agreements.
• Data is hosted securely within the UK or EEA. We do not transfer data internationally without appropriate safeguards.

e) Retention

• Booking and training records are generally retained for 3 years after training completion unless a longer period is legally required for accounting or compliance. Data is then securely deleted or anonymised.

f) Your rights under UK GDPR

• Right of access - request a copy of your personal data.
• Right to rectification - correct inaccurate or incomplete data.
• Right to erasure - request deletion where there is no lawful basis to retain.
• Right to restrict processing - request a pause on processing in certain circumstances.
• Right to data portability - receive your data in a structured, machine-readable format.
• Right to object - object to processing based on legitimate interests.

g) How to exercise your rights

• Submit a written request to our Data Protection Officer at [email protected]. We may ask for ID to verify your identity.
• We will acknowledge within 5 working days and respond within one calendar month. We may extend by up to two months for complex requests and will explain why if so.

h) Complaints

• Please contact us first so we can address your concerns.
• You also have the right to complain to the UK Information Commissioner's Office at ico.org.uk.

i) Cookies

• We use only essential cookies for secure login and session management. We do not use marketing or tracking cookies without consent.

11) Force majeure

• We are not liable for failures or delays caused by events outside our reasonable control such as extreme weather, transport disruption, strikes, public health emergencies, government restrictions, fire or flood. We will offer a reasonable reschedule, credit or refund as appropriate.

12) Changes to services and these terms

• We may amend course content, trainers, venues or dates where necessary while maintaining comparable quality. We may update these terms from time to time. The latest version will always be published on this page.

13) Jurisdiction

• These terms are governed by the laws of England and Wales. Disputes are subject to the exclusive jurisdiction of the courts of England and Wales.

This policy explains how cancellations, rescheduling, substitutions and refunds are handled for HealthCore training.

1) Purpose

To provide a fair, transparent approach to cancellations and changes while protecting HealthCore ability to deliver high quality training.

2) Policy statement

• We balance flexibility for learners with the real costs of venues, trainers and administration.
• Substitution is always free: If you cannot attend, you can send a colleague in your place at no extra cost.

3) Scope

• Applies to individual learners and companies or organisations booking HealthCore courses.
• Covers cancellations, reschedules, substitutions, non-attendance and provider-led postponement.

4) Roles and responsibilities

• Learners and clients: submit requests in writing with booking reference and course details.
• HealthCore Admin: process requests, confirm outcomes and any fees, and issue refunds where approved.

5) Procedures

a) Cancellation and refund tiers

When you cancel before the course start date, the following refund percentages apply to the amount you paid. Percentages are based on whole calendar days before the published course start (the day of the course does not count as a full “day before”).

Private and public bookings

Applies to individual learners booking places on public (open) courses, including where you pay personally rather than via an organisation invoice.

• More than 30 days before the course: 100% refund.
• 14 to 30 days before: 50% refund.
• 5 to 14 days before: 25% refund.
• Less than 5 days before: 10% refund.

Company and organisation bookings

Applies where the booking is made and paid under a company or organisation arrangement (for example invoiced to an employer, block or group bookings arranged for staff, or dedicated on-site training contracted for an organisation).

• More than 60 days before the course: 100% refund.
• 30 to 59 days before: 50% refund.
• 14 to 29 days before: 25% refund.
• Less than 14 days before: 10% refund.

If you are unsure which tier applies to your booking, contact us with your reference and we will confirm before processing a cancellation.

Refunds are processed automatically to the original payment method where payment was taken by card. Allow up to 14 business days for funds to appear.

b) Rescheduling

• We will always try to move you to a later date for the same course, subject to availability.
• Inside the refund window, a reasonable administration or transfer fee may apply to cover committed venue/trainer costs.

c) Delegate substitutions

• Substitutions are accepted at no charge at any time. Please confirm the replacement delegate details before the session so we can update registers and certificates.

d) Non-attendance and late arrival

• Some courses require set contact hours. Late arrivals or partial attendance may be refused entry and treated as a non-attendance.
• No refund is due in these cases. We may offer a paid transfer, subject to availability.

e) Provider cancellation

• If HealthCore must postpone, we will offer an alternative date or a full refund.
• We are not responsible for incidental costs such as travel or accommodation that were not booked by HealthCore.

f) Refund method and timing

• Approved refunds are issued to the original payment method. Please allow up to 14 business days from approval for funds to appear.

This agreement sets out what you can expect from HealthCore and what we ask from you to ensure a safe, professional and effective learning experience.

1) Purpose

To clarify mutual expectations so that training runs smoothly and outcomes are achieved.

2) Policy statement

• HealthCore will deliver high quality training with reasonable skill and care using qualified trainers and evidence-based materials.
• Learners agree to participate fully, follow trainer instructions and behave professionally toward staff and peers.

3) Responsibilities

a) Before your session

• Read your joining instructions and any pre-course materials carefully. Contact us if anything is unclear.
• Plan travel and arrive on time. Some courses require set contact hours to receive a certificate.
• Wear suitable clothing and footwear for practical activities where relevant.
• Tell us in advance about any access or learning needs so we can consider reasonable adjustments.
• Bring a valid photo ID if requested so we can verify attendance.

b) During your session

• Follow trainer instructions and venue safety information at all times.
• Participate in activities, discussions and assessments in a respectful and professional manner.
• Keep phones on silent. Do not record audio or video without trainer permission.
• Report any issues or incidents to the trainer immediately.

c) Social Media and Privacy

• To respect the privacy of others, you must not photograph, film, or record other learners without their express consent.
• You must not post content to social media that identifies other learners or compromises the integrity of assessments.

d) After your session

• Complete post-course evaluation. Your feedback helps us improve.
• Certificates are issued only when you complete the full course and meet any assessment requirements.

4) Conduct and dignity

• We expect respectful behaviour at all times. Bullying, harassment or discriminatory conduct is not accepted.
• We may refuse entry or ask a delegate to leave where behaviour disrupts learning or breaches this agreement. Refunds are not provided in these cases.

This policy describes how HealthCore ensures the quality, integrity and continual improvement of all training we deliver.

1) Purpose

To ensure all training delivered by HealthCore meets agreed standards of quality, aligns to national guidance and reflects best practice.

2) Course types and quality assurance

• Externally accredited courses: delivered in line with awarding organisation requirements. HealthCore complies with their policies, assessment standards and quality assurance procedures. Moderation, verification and audits form part of this process.
• Unaccredited courses: designed and written by HealthCore subject specialists using national guidelines, evidence-based practice and sector best practice at the time of delivery.

3) Quality processes

• Course design and review: defined learning outcomes, alignment to current guidance, version control and change logs for materials.
• Trainer competence: recruitment based on subject expertise and teaching ability, induction to HealthCore methods, ongoing CPD and periodic observations.
• Annual trainer monitoring: each trainer and assessor receives formal monitoring at least once every year, including review of delivery, CPD, observations and continued approval to teach assigned courses.
• Assessment quality: validity and reliability checks for any assessments, standardisation meetings and internal moderation where applicable.
• Learner feedback: post-course evaluations collected for every course, with thematic analysis each quarter.
• Internal quality assurance review: we complete a structured internal quality assurance review at least once every year. This covers course delivery, assessment practice, trainer performance, venue suitability and trends from learner feedback.

4) Responsible person for quality assurance

HealthCore appoints a Responsible Person for Quality Assurance who oversees course standards, internal reviews, trainer monitoring and compliance with awarding body requirements. The Responsible Person can be contacted at [email protected].

5) Records and retention

• We keep course registers, assessment and outcome records, learner evaluations, and relevant quality assurance documentation for at least three years, in line with awarding body and regulatory requirements.
• Records are stored securely and accessed only by staff who need them for delivery, quality assurance, certification or compliance.
• How we handle personal data (including retention and your rights) is set out in the Terms, Conditions and Privacy section.

This policy sets out how to raise a complaint and, if needed, how to appeal a decision. We aim to resolve issues quickly, fairly and transparently.

1) Purpose

To provide a clear route for learners and clients to raise concerns and appeal outcomes, and to support continuous improvement at HealthCore.

2) Complaints procedure

a) How to complain

• Provide your name, contact details, course title and date, and a clear description of the issue. Attach any evidence that helps explain your concern.

b) Investigation and Decision

• We aim to acknowledge your complaint within 2 working days.
• We gather information from relevant staff, trainers and records.
• We aim to issue a written response within 10 working days. If the matter is complex we will explain the reason and provide a revised timeframe.

3) Appeals procedure

a) Grounds for appeal

• Procedural error that affected the decision.
• New and material evidence not reasonably available at the time.
• Decision not reasonable in light of the available evidence.

b) Independent review

• Submit your appeal in writing within 14 calendar days. A senior manager not previously involved will review the case file and any new evidence.
• We aim to issue a written appeal outcome within 14 working days of receipt.

4) Escalation to external bodies

If you remain dissatisfied after completing HealthCore’s complaints and appeals process, and your concern relates to a regulated or accredited course, you may escalate your complaint to the relevant awarding body or course regulator for that qualification.

• We will confirm the appropriate external body and provide contact details on request where this applies to your course.
• Escalation to an external body does not affect your right to use other lawful routes, but we ask that you allow our internal process to conclude first so we can try to resolve matters promptly.

HealthCore is committed to promoting equality, valuing diversity and creating an inclusive learning environment for all learners, staff and stakeholders.

1) Policy statement

• We treat all learners, staff and stakeholders with dignity and respect.
• We do not tolerate discrimination, harassment or victimisation on any protected characteristic under the Equality Act 2010 including age, disability, gender reassignment, marriage and civil partnership, pregnancy and maternity, race, religion or belief, sex and sexual orientation.
• We take positive steps to remove barriers to participation and achievement and consider reasonable adjustments where practical.

2) Reasonable adjustments

• Learners should tell us in advance about additional needs so we can consider reasonable adjustments and alternative arrangements where appropriate.
• Adjustments may include modified materials, adapted activities or additional breaks, subject to course requirements and safety.

HealthCore is committed to providing a safe, healthy and supportive learning environment for all learners, staff and visitors.

1) Policy statement

• We will take all reasonably practicable steps to ensure the health, safety and welfare of learners, staff and visitors.
• We will assess and manage risks associated with training activities, venues and equipment, and respond promptly to incidents.

2) Responsibilities

• Trainers: complete a risk assessment before each course, brief learners on emergency procedures, and supervise practical activities.
• Learners: arrive fit to participate, inform the trainer of any relevant health conditions, and follow safety instructions at all times.

3) Training venues

HealthCore uses venues that are suitable for practical first aid and related training. When selecting and using a venue we expect, as a minimum:

• Adequate floor space for group work and practical activities, including space to practise on the floor where required.
• Safe access, clear routes and appropriate emergency exits.
• Toilets and hand-washing facilities available to learners.
• Appropriate lighting, ventilation and heating for the activities being delivered.
• Clean, level floor surfaces suitable for kneeling and placing training equipment.
• Noise levels that allow learners to hear instructions and participate effectively.

Trainers carry out a pre-course check and will raise any concerns with HealthCore management. We may postpone or relocate training if a venue cannot be made reasonably safe and suitable.

4) Training equipment and infection control

We take infection control seriously. Training equipment is cleaned and checked before and after every session. Items that cannot be fully decontaminated for reuse are replaced after each course, including disposable or single-use components such as manikin lungs, face liners, barrier devices and similar consumables.

• Cleaning: manikins, AED trainers and shared surfaces are cleaned using appropriate disinfectant products between sessions and when switching between learners where practicable.
• Replacement parts: lungs, liners, faceshields and other replaceable parts are changed in line with manufacturer guidance and at least after each training session where they are used.
• Faults: damaged, missing or faulty equipment is removed from use, reported to HealthCore and repaired or replaced before the next course.
• First aid kits: training kits are checked for completeness and expiry dates; expired or used items are replenished promptly.

HealthCore is committed to safeguarding children, young people and vulnerable adults who take part in our training or visit our venues. This policy applies to all staff, trainers, contractors and volunteers representing HealthCore.

1) Purpose

To promote the welfare of children and vulnerable adults, protect them from harm, and set clear expectations for safe and professional conduct during our courses and related activities.

2) Scope

• Applies to courses delivered to or involving children and young people (including schools, youth groups and family-oriented programmes such as paediatric or parent first aid).
• Also applies where vulnerable adults attend our training or where we work on client sites with safeguarding responsibilities.

3) Policy statement

• The welfare of children and vulnerable adults is paramount.
• We do not tolerate abuse, neglect, exploitation, bullying, harassment or discrimination.
• All concerns are taken seriously, recorded and acted on without delay.

4) Safer recruitment and training

• Staff and trainers who work with children are subject to appropriate recruitment checks, including enhanced DBS checks where required for the role.
• Trainers receive safeguarding awareness as part of induction and ongoing professional development.
• We maintain appropriate supervision ratios and adult presence for sessions involving children, in line with the booking agreement and venue requirements.

5) Conduct and boundaries

• Staff and trainers must maintain professional boundaries at all times and follow the Learner Agreement (including rules on photography, recording and social media).
• Physical contact during practical training is limited to what is necessary for instruction and must be appropriate, explained and professional.
• Mobile phones and personal devices must not be used in a way that compromises privacy or safeguarding.

6) Recognising and reporting concerns

If you believe a child or vulnerable adult is at immediate risk, call 999. For non-emergency concerns about a child, contact your local authority children’s services or the NSPCC helpline on 0808 800 5000.

• Report safeguarding concerns to HealthCore as soon as possible at [email protected], marked Safeguarding in the subject line.
• Include what you observed, when, where and who is involved. Do not investigate yourself or delay reporting to gather evidence.
• We will record the concern, take appropriate action and liaise with statutory agencies where required. We will handle information confidentially and only share it on a need-to-know basis.

7) Client organisations and venues

• Where training is delivered in schools or other organisations, we follow their safeguarding policies and designated safeguarding lead arrangements in addition to this policy.
• Bookings for groups of children must include a named responsible adult from the client organisation on site unless otherwise agreed in writing.

8) Review

This policy is reviewed at least annually and whenever there is a significant change in law, guidance or the nature of our work with children.

This policy sets out HealthCore approach to identifying, preventing and responding to malpractice and maladministration in training and assessment.

1) Definitions

• Malpractice: any deliberate act that compromises the integrity of training, assessment or certification. Examples include cheating, plagiarism, AI misuse (e.g. submitting AI-generated work as your own), falsifying records, or collusion.
• Maladministration: any unintentional or careless act that results in non-compliance with requirements or disadvantages learners.

2) Prevention & Reporting

• Policies and processes are designed to reduce opportunities for error or dishonesty, including identity checks and secure storage of assessment records.
• Anyone who suspects malpractice should report it promptly to HealthCore management in writing.

3) Outcomes

• Learners: outcomes may include warnings, assessment resits, certificate withdrawal or exclusion from future training.
• Staff: outcomes may include retraining, disciplinary action or termination of contract.