Training Courses by Firstline Services on Hurak

1. Bookings

• All prices are subject to change at the discretion of Firstline.
  
• All bookings are subject to the availability of spaces and relevant resources.
  
• All customers must provide Firstline with correct and accurate information with respect to their personal details and contact information. Misspelt names and wrong address information can result in delays in your certification process.
• Upon booking a course, confirmation emails are sent out automatically. The customer will receive an order receipt, while the delegate will receive a booking confirmation email containing course details & instructions. It is essential that you read this email and complete any requirements.
• If you have not received the order receipt or booking confirmation email, please check your junk or spam folder. If you still have not received it after 15 minutes of booking, call us during our office hours so that we can resend the email manually. If you have not received the emails and fail to notify us, you will not be eligible for a refund.
  

2. Cancellations & Refunds

• Cancellation of a course is only accepted when we are in receipt of a written notice prior to the course start date. All cancellation requests must be provided in writing and sent us via email. If written notice is received:
  • At least 14 calendar days before the course start date, we will refund the course fee minus a 20% cancellation administration fee.
  • Between 7 and 14 calendar days before the course start date, we will refund the course fee minus a 40% cancellation administration fee.
  • Less than 7 calendar days before the course start date, you will not be eligible for a refund.
  • If you have purchased an online course, you are eligible for a full refund within 14 days of purchase, provided you have not accessed the course. Once the course has been accessed, no refund will be issued.
• In the event of non-attendance, you will not be eligible for a refund and will need to make a new booking.
  
• If you have to cancel your course due to a medical reason, we would require evidence i.e Doctor's letter. An administration fee of £60 would be charged from your order amount when you require a refund due to a medical reason.
• If you wish to avail the Money-Back Guarantee option, please note that this covers any course that we are unable to deliver or if you do not get the course you booked for. 
  

3. Rescheduling

• If you want to reschedule your course, you must notify us via telephone or email before the course start date. Rescheduling requests made at least 7 calendar days before the course start date will be accommodated, subject to availability, and a rescheduling fee will apply. Rescheduling requests made less than 7 calendar days before the course start date will not be accepted, and you will need to make a new booking.
• You can reschedule to another date within 6 months of the initial course start date, subject to availability. You will need to make a new booking if you do not attend the course within 6 months of the initial course start date.
• If you have purchased a plan that includes flexible rescheduling, you must request to reschedule your course within the time frame specified in the plan. If you contact us to reschedule after these times, a rescheduling fee will apply.
• Plans which include flexible rescheduling are limited to one free reschedule. 
  
• If you do not reschedule your course before it starts or fail to attend the course you have booked, regardless of the plan you have purchased, you will be required to make and pay for a new booking if you wish to take the course in the future.

4. Supply of Training

• Course durations/times displayed on any of our websites, emails, and/or other literature are for general guidance purposes only. Due to numerous factors such as individual class sizes, existing knowledge/experience of candidates, and unforeseen circumstances; courses may run for durations/times longer or shorter than advertised. Course coordinators have overall authority/discretion on the exact start and finish times of individual courses.
• In the event that we need to make changes to the course date or venue, we will notify you as soon as possible. We will make every effort  to reschedule the course to a date and/or venue as close as possible to the original arrangements. If this is not feasible, we will offer you the option to reschedule to another course or receive a full refund.
• In the event that we are unable to deliver the course as planned due to unforeseen cirumstances, we reserve the right to cancel the course. In the event of cancellation, you will be notifed promptly, and we will offer the following options:
  
  • The oppurtunity to reschedule the course to a future date.
  • A full refund of the course fee.
• Our liability for date changes, venue changes or cancellations is limited to a refund of the course fee. We are not liable for any additional expenses incurred, including but not limited to travel or accommodation costs. 

5. Admission

• 100% attendance is a must; any late arrivals are not acceptable and no refund will be issued.
• Candidates must be eligible to attend the training course you book with us. Please check that candidates meet all criteria before reserving a space on any of our courses. Ineligible candidates will be refused on the day and no refund will be issued.
• Reservations made online can be transferred to any individual who is eligible to attend. Please ensure that the delegate information is correct and accurate. Wrong information can result in delays in the certification process. 

• We do not tolerate any sort of unacceptable behaviour or abusive language towards staff or with other delegates. Such behaviour will lead to exclusion/cancellation from the course for which you will not receive a refund.

• Paper certificates are sent via Royal Mail to the address provided on the Course Registration Form . Firstline accepts no liability for misplaced certificates. The replacement certificate fee is dependent on the course type and can cost up to £30. For more information regarding replacement certificates, please contact our customer support team.
• Customers can choose from the following three options for Certification delivery:
  • Free collection from our head office with prior notification.
  • Free Standard Delivery (Royal Mail 2nd Class unrecorded delivery. Firstline will not be liable to pay for any damages, including replacement charges, for any claims of lost/misplaced certificates for this service.)
  • Recorded Delivery (Recorded Signed For delivery is charged at £5.50 per certificate. We do not process any claims of lost/misplaced certificates after 30 calendar days from the date of dispatch of the certificate to clients for this service. To arrange payment please give us a call.
• Upon receiving certification from the relevant body/department, Firstline will notify its customers (learners) via email. We will use the same email address that the customer provided at the time of booking their course on our website, over the phone, or in person. Please note that due to variables outside of our control, the email that we send may end up in your spam/junk mail, therefore, we advise our customers that if the estimated certification turnaround time has passed and you still have not heard from us, please check your spam/junk mail before contacting us.

8. Corporate/In-house Training

• You can book corporate/in-house training by scrolling down the main page of our website. Under the heading of 'Need to Get your Staff Trained?' you will come across a form that will need to be filled up. Our sales team will be in contact with you within 24 hours.

You may choose to restrict the collection or use of your personal information in the following ways:

Whenever you are asked to fill in a form on the website, look for the box that you can click to indicate that you do not want the information to be used by anybody for direct marketing purposes.

• If you have previously agreed to us using your personal information for direct marketing purposes, you may change your mind at any time by writing to or emailing us.
• We will not sell, distribute or lease your personal information to third parties unless we have your permission or are required by law to do so. We may use your personal information to send you promotional information about third parties which we think you may find interesting if you tell us that you wish this to happen.
  
  

You may request details of personal information which we hold about you under the Data Protection Act 2018. A small fee will be payable. If you would like a copy of the information held on you email us.

If you believe that any information we are holding on you is incorrect or incomplete, please write to or email us as soon as possible, at the above address. We will promptly correct any information found to be incorrect.