Refund Policy - Construction Help Desks

You may request a cancellation for any booked service or appointment. These Terms do not affect any legal rights you are entitled to as a customer. To cancel your service, contact us by phone at +44 (20) 33862000 or via email, using the contact details available on our website.

Your consumer protection rights remain unchanged regardless of these Terms.

All cancellation, return, and refund requests are handled based on the following policy. Please review the information carefully before booking any service with us.

Construction Support Services

All consultancy and support services are non-refundable and cannot be changed to another date or service once confirmed.

No refunds will apply in the following circumstances:

• If the client fails to attend or connect for the scheduled session.
• If the client does not provide necessary documents or details for the service.

Assessment / Verification Bookings

You may request cancellation or changes to an assessment or verification within 96 hours prior to the appointment time. Refunds will only be issued if the booking confirmation has not already been processed. In such approved cases, a refund will be issued minus a £10 administration fee. Rescheduling is free of charge when requested within the proper timeframe.

Refunds will not be issued if the request is made after the 96-hour period or in the following cases:

• The client arrives late or misses their appointment;
• The client does not provide valid identification or required proof;
• The client does not pass the assessment or verification;
• The incorrect booking type or service is selected by the client;
• Any mistake caused by incorrect details or missing information provided by the client.

Under no circumstances will refunds exceed the total amount originally paid.

Application / Documentation Processing

A refund will not be granted once we have begun reviewing or processing your documentation or application request.

If required documents are not provided within 60 days of the order, the application will be paused. A £25 administrative fee will apply if the order is cancelled after this period due to lack of documents.

If an application request is cancelled within the valid time period, a standard £10 cancellation fee will be deducted and is non-refundable.

Once your documentation has been processed, no cancellation or refund request will be accepted.

Physical Products (Guides, Manuals & Resources)

Orders are dispatched once cleared payment is received. Delivery is made to the address submitted in the order form. Items may be delivered via postal service or courier, depending on availability. We are not responsible for incorrect delivery details submitted at the time of purchase.

You may return a purchased item and request a refund within 7 working days from the delivery date, provided the item is in original condition. This time period begins once payment is confirmed. Returns must be sent to the address printed on the package documentation. Refunds may be refused under the following conditions:

• If the returned item is damaged, used, or altered;
• If any component of the purchased material is missing;
• If there are visible signs of usage or tampering;
• If packaging has been opened where sealed products are required;
• If the return request is made after 7 working days.

General Conditions

Construction Help Desks is not responsible for requests that are not received on time. Refunds are not automatic, and will only be reviewed if requested directly. Clients are responsible for meeting the required conditions outlined in this refund policy.