Policies and terms

Legal name

HealthCore LTD (trading as HealthCore Training)

Company number

16714575

Registered office

HealthCore LTD, Hucknall Business Hub, Unit 2 The Byron Centre, Ogle Street, Hucknall, Nottingham, NG15 7FQ

Website

healthcore.org.uk

Contact

Email: hello@healthcore.org.uk · Tel: 0115 795 0747

These terms explain how we book, deliver and certificate training, and how we look after your data. By booking or using our services you agree to them. They do not affect your legal rights as a consumer.

1) Who these terms apply to

• They apply to individual learners and to companies or organisations booking HealthCore training.
• We provide training with reasonable skill and care, using qualified trainers and suitable venues.
• You agree to give us accurate details, follow joining instructions and the Learner Agreement, pay on time, and follow venue and safety rules.

2) Bookings and payment

• Confirmation: for individual bookings a place is confirmed only when we have received payment in full. For organisation bookings a place is confirmed when we have received payment, or accepted a valid purchase order in writing on agreed invoice terms.
• Prices: prices are as quoted at the time of booking and may be subject to VAT where applicable.
• Individual bookings: full payment is required before the course. If we have not been paid, we may refuse entry and treat that as non-attendance under our Cancellations and Refunds Policy. We may also withhold any certificate until the account is settled.
• Organisation bookings: unless we agree otherwise in writing, invoices are NET 30 (due within 30 days of the invoice date). If an invoice is late we may claim statutory interest at the Bank of England base rate plus 8%, plus the fixed compensation sum set by law (£40, £70 or £100 depending on the debt), under the Late Payment of Commercial Debts (Interest) Act 1998 and the Late Payment of Commercial Debts Regulations 2013. We may also recover reasonable collection costs where the law allows, suspend further bookings, and refuse attendance until the account is settled.
• 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 may lose the right to cancel once the service has been delivered. We may charge for any part already provided. Enrolling on eLearning counts as the course starting - see the Cancellations and Refunds Policy.

3) Cancellations and refunds

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

4) Conduct, attendance and identity

• Respect: we expect professional, respectful behaviour. We may refuse entry or ask someone to leave if their behaviour disrupts learning, without a refund. Day-to-day expectations are in the Learner Agreement.
• Contact hours: some courses need a set number of classroom hours. Late arrival or leaving early may mean we cannot accept you on the day, and we treat that as non-attendance.
• Photo ID: please bring photo ID if we ask, especially on accredited or blended courses. Awarding organisations and regulators require us to confirm who you are. Certificates are issued in the name given at booking. Name corrections after issue may incur an administration fee.
• Fitness to take part: we may refuse practical activities if someone appears unfit or unsafe to take part.

5) Pre-course work, assessment and certificates

• If your course includes required pre-course work or eLearning, that is part of the qualification - not optional homework. Awarding organisations and regulators require it to be finished before the classroom day so we can assess you properly face to face.
• If required pre-course work is not completed, we cannot run the final assessment and will not issue the qualification or certificate. The course fee is still due. If you get stuck, contact us in good time and we will help.
• We issue a certificate only when you have: completed any required pre-course work; attended the full classroom contact hours; passed the assessments; and (where we ask) shown photo ID. Unpaid fees may mean we withhold the certificate until the account is settled.
• If you cannot take part in the practical assessments - for example kneeling on the floor and performing CPR, which regulators expect of workplace first aiders - we cannot issue a first-aid qualification. Tell us about access needs in advance so we can consider reasonable adjustments.
• Accredited courses are for people aged 16+. Family sessions such as TinyHearts welcome babies and children where the course says so. We also run some courses designed for children. Please do not bring children or babies to an accredited adult course unless they are booked as the learners.
• For First Aid at Work requalification, you or your employer should be able to show a valid original FAW certificate. If that evidence is missing we may still let you attend, but awarding organisations may require us to withhold the new certificate until you provide it. If it later turns out there was no original qualification, the new certificate is invalid.
• Replacement certificates may incur an administration fee.
• Training supports professional development. It does not replace your employer's policies or your own responsibilities. We do not guarantee a particular exam, job or regulatory outcome.

6) Intellectual property

• Training materials, handouts, slides and online content remain the property of HealthCore LTD or our licensors.
• They are for your personal use as a learner. You may not copy, sell or use them to train other people without our written permission.

7) Liability

• Our liability is limited to the course fees paid for the relevant training. We are not liable for indirect costs such as travel or accommodation unless we booked them.
• Nothing in these terms limits liability for death or personal injury caused by our negligence, or for fraud.

8) Payments and billing security

• Card payments are processed by trusted providers such as Stripe. We do not store full card numbers on our servers. We keep only the records we need for invoicing, tax and compliance.

9) Privacy and data protection - UK GDPR

a) Lawful basis

• Contract - to deliver your booking and issue certificates.
• Legitimate interests - to run and secure the website, improve our services, and prevent fraud.
• Legal obligation - tax, audit and regulatory duties.
• Consent - where you choose optional advertising cookies (see Cookies below).

b) Data we collect

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

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 with trusted providers we need in order to run the service, under written agreements. That includes payment processing (Stripe), email delivery, our eLearning platform, website hosting and security (including Cloudflare), and analytics tools described in Cookies below.
• Data is hosted in the UK or EEA, or transferred only with appropriate safeguards.

e) Retention

• Booking and training records are generally kept for 3 years after the course, or longer where accounting or compliance requires it. We then delete or anonymise them securely.

f) Your rights under UK GDPR

• Access - request a copy of your personal data.
• Rectification - correct inaccurate or incomplete data.
• Erasure - ask us to delete data where we have no lawful basis to keep it.
• Restriction - ask us to pause processing in certain circumstances.
• Portability - receive your data in a structured, machine-readable format.
• Objection - object to processing based on legitimate interests.

g) How to exercise your rights

• Write to our Data Protection contact at hello@healthcore.org.uk. We may ask for ID.
• 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 try to put things right.
• You can also complain to the UK Information Commissioner's Office at ico.org.uk.

i) Cookies

• Always on (no extra consent): essential cookies for a secure session, reCAPTCHA on forms, and Umami plus our website privacy and security features. These help us run and protect the site. They are not advertising cookies.
• Only with your consent: Google Analytics, Google Ads, and Meta (Facebook / Instagram) Pixel and conversions. You can accept or decline these in our cookie banner.
• If you opt in to course date alerts, we store your email, the course you chose, and when you signed up, so we can email you about new dates. Each alert email has a link to stop notifications.

10) Events outside our control

• We are not liable for 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.

11) Changes

• We may change course content, trainers, venues or dates where we need to, while keeping comparable quality. We may update these terms from time to time. The latest version is always on this page.

12) Governing law

• 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.
• Nothing in these terms affects your statutory rights as a consumer.

This policy explains cancellations, date changes, substitutions and refunds. We try to be fair, while covering the real cost of venues, trainers and licences.

1) Sending a colleague in your place

If you cannot attend, you can send a colleague instead. Please send us their details before the day so we can update the register and certificate.

• If the course has no eLearning, substitution is free.
• If the course includes eLearning, the new learner needs their own licence. We will charge an administration fee for that at cost (what we pay the eLearning provider, with no markup).

2) When the refund window closes

• eLearning enrolment starts the course. When you enrol on the eLearning platform with the key we send you, your course has started. From that point the cancellation and refund window closes, even if the classroom day is still weeks away. That is because the eLearning licence has been issued and the qualification has begun.
• Moving date. You can move to another date for the same course once, subject to availability, via your booking page. Moving makes the booking non-refundable.
• You can still send a colleague in your place after either of the above. If the course includes eLearning, the new learner's licence is charged at cost as above.

3) Refund tiers (if the window is still open)

If your booking is still refundable, the percentages below apply to the amount you paid. They 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

Individual learners 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

Bookings made and paid under a company or organisation arrangement (for example invoiced to an employer, group bookings for staff, or dedicated on-site training).

• 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, contact us with your reference and we will confirm before we process a cancellation.

4) Non-attendance and late arrival

• Some courses need set contact hours. Late arrivals or partial attendance may be refused and treated as non-attendance.
• If we have not been paid in full before the course, we may refuse attendance. That is treated as non-attendance (no refund of amounts already due). See also Terms, Conditions & Privacy on bookings and payment.
• If required pre-course work is not completed, we cannot assess you or issue the qualification. That is not a refundable cancellation.
• No refund is due in these cases. We may offer a paid transfer if we can.

5) If we have to postpone

• If HealthCore must postpone, we will offer another date or a full refund.
• We are not responsible for travel or accommodation that we did not book.

6) How refunds are paid

• Approved card refunds go back to the original payment method. Please allow up to 14 business days for the funds to show.

This is a straightforward agreement about the training day. Booking rules, certificates, refunds and substitutions are in the Terms and the Cancellations and Refunds Policy.

1) Before your session

• Read your joining instructions and bring what we ask for.
• If your course includes required pre-course work or eLearning, complete it before the classroom day. Contact us if you get stuck - we will help.
• Plan travel and arrive on time. Wear clothing you can move in for practical work.
• Tell us in advance about access or learning needs so we can consider reasonable adjustments.

2) During your session

• Follow trainer instructions and venue safety information.
• Join in activities, discussions and assessments respectfully.
• Keep phones on silent. Do not record without the trainer's permission.
• Tell the trainer straight away if something is wrong or someone is hurt.

3) Photos, social media and other learners

• Do not photograph, film or record other learners without their clear consent.
• Do not post anything that identifies other learners or gives away assessment content.

4) After your session

• Please complete the short evaluation. It helps us improve.

5) Conduct

• We expect respectful behaviour. Bullying, harassment or discrimination is not accepted.

This policy describes how we keep training accurate, fair and up to date.

1) Course types

• Accredited courses: delivered in line with awarding organisation and regulator requirements, including assessment standards and quality assurance. Moderation, verification and audits form part of this.
• Unaccredited courses: designed by HealthCore using national guidelines and current practice at the time of delivery.

2) How we assure quality

• Course design: clear learning outcomes, alignment to current guidance, and version control for materials.
• Trainer competence: recruitment on subject expertise and teaching ability, induction, ongoing CPD and observations.
• Annual trainer monitoring: each trainer and assessor is formally monitored at least once a year.
• Assessment: we check that assessments are valid and consistent. For blended courses, required eLearning must be completed before the classroom day so assessment can take place face to face, in line with awarding organisation and regulator rules.
• Learner feedback: we collect evaluations after every course and review themes each quarter.
• Annual review: we run a structured internal quality review at least once a year covering delivery, assessment, trainers, venues and feedback.

3) Responsible person

HealthCore appoints a Responsible Person for Quality Assurance. Contact them at hello@healthcore.org.uk.

4) Records

• We keep registers, assessment records, evaluations and quality documents for at least three years, in line with awarding organisation and regulatory requirements.
• Records are stored securely and accessed only by staff who need them.
• How we handle personal data is set out in Terms, Conditions & Privacy.

If something is not right, tell us. We will look into it fairly and explain what we find.

1) How to complain

• Include your name, contact details, course title and date, and a clear description of the issue. Attach anything that helps explain it.

2) What we will do

• We aim to acknowledge your complaint within 2 working days.
• We gather information from relevant staff, trainers and records.
• We aim to send a written response within 10 working days. If it is complex we will explain why and give a revised timeframe.

3) Appeals

• Grounds: a procedural error that affected the decision; new and material evidence that was not reasonably available at the time; or a decision that was not reasonable on the evidence.
• Submit your appeal in writing within 14 calendar days. A senior manager not previously involved will review the file.
• We aim to send a written appeal outcome within 14 working days of receipt.

4) External escalation

If you are still unhappy after our process, and the concern relates to an accredited course, you may escalate to the relevant awarding organisation or regulator for that qualification.

• We will confirm the right body and share contact details on request.
• Please let our internal process finish first so we can try to resolve it promptly. This does not affect other lawful routes you may have.

We want every learner and colleague to be treated with dignity and to be able to take part.

1) Our commitment

• 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 practical steps to remove barriers where we can.

2) Reasonable adjustments

• Tell us in advance about additional needs so we can consider adjustments, such as modified materials, adapted activities or extra breaks, where course requirements and safety allow.
• Some first-aid assessments have to be completed practically (for example CPR on the floor). We will always listen, but we cannot certificate a workplace first-aid qualification if the required practical assessments cannot be met. See the Terms, Conditions & Privacy.

We take reasonably practicable steps to keep learners, staff and visitors safe during training.

1) Responsibilities

• Trainers: complete a risk assessment before each course, brief learners on emergencies, and supervise practical work.
• Learners: arrive fit to take part, tell the trainer about relevant health conditions, and follow safety instructions.

2) Training venues

We use venues suitable for practical first aid. As a minimum we expect:

• Enough floor space for group work and practical activities, including practising on the floor where required.
• Safe access, clear routes and appropriate emergency exits.
• Toilets and hand-washing facilities.
• Lighting, ventilation and heating that work for the session.
• Clean, level floors suitable for kneeling and equipment.
• Noise levels that let people hear instructions.

Trainers check the room before the course. We may postpone or move the session if a venue cannot be made reasonably safe.

3) Equipment and infection control

Equipment is cleaned and checked before and after every session. Parts that cannot be fully decontaminated are replaced, including disposable manikin lungs, face liners and barrier devices.

• Cleaning: manikins, AED trainers and shared surfaces are disinfected between sessions and, where practicable, when switching between learners.
• Replacement parts: lungs, liners and faceshields are changed in line with manufacturer guidance and at least after each session where they are used.
• Faults: damaged or missing equipment is taken out of use and repaired or replaced before the next course.
• First aid kits: training kits are checked for completeness and expiry dates.

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

1) Scope

• Courses involving children and young people (including schools, youth groups and family-oriented programmes such as paediatric or parent first aid).
• Where vulnerable adults attend, or where we work on client sites with safeguarding responsibilities.

2) Our commitment

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

3) Safer recruitment and training

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

4) Conduct and boundaries

• Staff and trainers must keep professional boundaries and follow the Learner Agreement (including photos, recording and social media).
• Physical contact during practical training is limited to what is needed for instruction, and must be appropriate, explained and professional.
• Personal devices must not be used in a way that compromises privacy or safeguarding.

5) Reporting concerns

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

• Report concerns to HealthCore as soon as possible at hello@healthcore.org.uk, with Safeguarding in the subject line.
• Include what you saw, 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. Information is shared only on a need-to-know basis.

6) Client organisations and venues

• In schools and other organisations we also follow their safeguarding lead arrangements.
• Bookings for groups of children must include a named responsible adult from the client on site unless we agree otherwise in writing.

7) Review

This policy is reviewed at least annually, and whenever there is a significant change in law, guidance or how we work with children.

We take the integrity of training and assessment seriously. This policy explains what we mean by malpractice and what happens if it occurs.

1) Definitions

• Malpractice: a deliberate act that undermines training, assessment or certification. Examples include cheating, plagiarism, submitting AI-generated work as your own, falsifying records, or collusion.
• Maladministration: an unintentional or careless act that fails to meet requirements or disadvantages learners.

2) Prevention and reporting

• We reduce the chance of error or dishonesty through identity checks and secure storage of assessment records.
• If you suspect malpractice, report it in writing to HealthCore as soon as you can.

3) Outcomes

• Learners: may include a warning, an assessment resit, certificate withdrawal, or exclusion from future training.
• Staff: may include retraining, disciplinary action or ending a contract.