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1. Agreement Overview

These terms override any previous agreements or conflicting terms. They apply to all bookings, services, and products provided by Respond HQ.

2. Changes to Terms

Changes to these terms must be agreed in writing by an authorised Respond HQ representative.

3. Forming a Contract

A booking or order becomes a binding contract once confirmed by Respond HQ in writing (usually by email or invoice confirmation).

4. Group Bookings – Invoicing & Payment

• Payment is due either:
  a) At the time of booking, or
  b) Within 30 days of invoice date, or 14 days before the course — whichever is earlier.

• For bookings made less than 14 days before the course, full payment is required upfront.

5. Open Course Bookings – Invoicing & Payment

• Open course bookings follow the same timeline as above: invoice is due either 30 days after issue or 14 days before the course.

• A booking holds your place — whether or not you attend, the fee remains payable unless cancelled under our policy.

6. Cancellations & Refunds

💡 Consumer Right to Cancel

Consumers have 14 days to cancel under the Consumer Contracts Regulations 2013. Cancellations must be in writing (email).

If you book a course due to begin within 14 calendar days of the booking date, you acknowledge that the training will begin within the statutory cancellation period. By proceeding with the booking, you:

• Give your express consent for Respond HQ to begin providing the service

• Acknowledge that you waive your right to cancel under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013

This helps us secure venues, resources, and trainers with confidence.

Returns for Goods

Contact us first to get a Goods Return Number (GRN). Items must be returned within 14 days, unopened, unused, and in original packaging. Return costs are yours, unless the item is faulty or incorrectly supplied.

7. Course Certification & Payment

• Certificates may be withheld until full payment is received.

• No refunds if a delegate fails to attend or does not pass.

• It’s your responsibility to ensure the right people are booked onto the right courses.

8. Booking Cancellations

• Cancellations must be made by email (not by phone).

• More than 10 working days' notice? Full refund.

• Less than 10 working days? Full fee remains payable.

• We will always consider exceptional circumstances.

9. Transfers & Substitutions

Course Transfers

• One free transfer is permitted per booking, if 10+ working days’ notice is given in writing.

Substitutions

• You may substitute delegates up to the course start date, by email. We’ll confirm the change in writing.

10. Pricing & VAT

All prices are exclusive of VAT unless stated otherwise.

11. Late Payments

We reserve the right to charge interest on overdue invoices under the Late Payment of Commercial Debts (Interest) Act 1998 plus reasonable admin and recovery costs.

12. Goods & Risk

Title to Goods

Ownership of goods passes to you once full payment is made. Until then, we reserve the right to retrieve them.

Delivery & Risk

Goods are your responsibility upon delivery. We’re not liable for late delivery unless agreed in writing.

Inspection

Please inspect goods on arrival and notify us of any issues within 7 days.

13. Liability

We accept liability only for:

• Death or injury caused by negligence

• Breach of consumer law
  We do not accept liability for indirect losses, delays, or anything outside our control (e.g. floods, pandemics, unicorn invasions).

14. Course Amendments

We may change dates, times, content, or venue if needed. If we cancel, we’ll offer you a refund or suitable alternative — no extra compensation will be provided.

15. Customer Responsibilities

You agree to:

• Provide accurate booking info

• Follow our guidelines

• Pay on time

• Be kind to our team (we’ll be kind to you too)

16. Termination

We may cancel your booking or contract immediately if you:

• Become insolvent

• Breach these terms

• Do not pay invoices on time

All payments owed at that point will become immediately due.

17. Dispute Resolution

If things go south, we’ll aim to resolve it calmly and fairly. If we can’t agree, we’ll appoint a neutral mediator to help us sort it out before taking legal steps.

18. Notices

All notices must be sent in writing via email or post to your business address or ours.

19. Third Party Rights

These terms apply only to you and us. Nobody else has any rights to enforce them.

20. Governing Law

This agreement is governed by English law. Disputes will be resolved in the English courts.

21. Certification & Accreditation

First Aid Requalification

You must ensure that delegates on a requalification course hold valid certificates. If they don’t, the new certificate will be invalid.

Accreditation

Courses such as First Aid at Work are accredited and valid for three years.

Replacement Certificates

• Electronic: Free

• Printed: £10 + VAT

• Ofqual-certified reissues: £25 + VAT

22. Course Pricing Scope

All listed prices apply within a 60-mile radius of our base in Northamptonshire. Travel costs may apply beyond that or for custom session structures.

23. Unpaid Invoices

Certificates will be withheld until payment is received. We charge late fees in line with the Bank of England base rate + 8.5%, plus admin costs for chasing debt.

✨ We’re here to help.

Our goal is to make training smooth, practical, and stress-free. These terms exist to keep things fair and transparent for both of us.