Refund & Cancellation Policy

For a standard CITB Test booking of £45.00, the fee consists of the £23.50 official CITB test component and the £21.50 Construction Helps booking/admin service component (inc. VAT).

• Notice of 72 Hours or More: If you notify us at least 72 hours before your scheduled test date and time, the £23.50 official CITB test fee is refundable, or you may reschedule your appointment to another available date without paying the CITB test fee again.
• Notice of Less than 72 Hours / Late Arrival / No Show: Under official CITB rules, appointments cancelled, rescheduled, or missed with less than 72 hours notice forfeit the £23.50 test fee, as CITB does not issue refunds in these circumstances.
• Missing or Invalid ID: If a candidate is turned away by the test centre due to invalid, non-matching, or missing identification (as required under CITB Test ID Policy), the appointment fee is forfeited.
• Administration Fee Treatment: The £21.50 Construction Helps administration fee covers the administrative cost of sourcing test venues, managing candidate registrations, and processing communications. If cancellation occurs before our team has initiated the booking, the full £45.00 will be refunded.

For CSCS card application services (£65.00 total, comprising the £36.00 official CSCS card fee and £29.00 application and administration fee inc. VAT):

• If you request cancellation before your card application has been submitted to CSCS, the £36.00 card fee will be fully refunded along with any unused portion of the service fee.
• Once an application is submitted to CSCS, card fees are non-refundable by the scheme provider. If an application is rejected by CSCS due to inaccurate or insufficient qualification documents, our team will assist you in providing the required evidence within 6 weeks.
• If an application cannot proceed due to candidate ineligibility, refunds are calculated by deducting incurred administrative costs covering case assessment and scheme communication.

The optional £20.00 Retake Protection Package provides eligibility for a second test booking within 90 days if the first test attempt is unsuccessful, subject to the package terms and conditions. If the candidate passes the test on the first attempt, or does not schedule a retake within the 90-day validity window, the £20.00 retake fee is non-refundable.

For online health and safety courses (e.g. Level 1 Health and Safety Awareness course), you are eligible for a full refund within 14 calendar days of purchase provided you have not accessed or started the course modules or final assessment. Once course access has been activated, fees are non-refundable.

To request a cancellation, rescheduling, or refund, please contact our support team promptly:

• Email: info@constructionhelps.com (Please state your full name, booking reference, and reason for request)
• Telephone: 0800 002 5614 (Monday to Friday, 8:00 AM – 5:00 PM)

• Approved refunds will be processed within 5 to 10 working days of approval.
• All refunds are issued directly to the original payment method used during purchase.
• Depending on your banking provider, funds typically reflect in your bank account or card statement within 3 to 5 business days after processing.

If you believe a refund has been incorrectly refused or have any complaint regarding our refund processing, please review our Complaints Procedure for information on formal review and escalation.