Refund Policy

We hope that you will be satisfied with your purchase but if you wish to cancel an order or return an item purchased from us, please call us at 0333 011 2361 or email
All cancellations, returns and refunds are subject to this following refund policy. Please read them carefully.

Courses / NVQs
All the courses/NVQs are non-refundable, non-transferable and cannot be rescheduled once booked.

No refund will be issued under the following circumstances:

 If the candidate does not attend the course or arrive late for the course/training.

 If the candidate provides insufficient ID at the course centre.

Full amount of the course will be refunded if the course is cancelled from our course provider. However, under no circumstances the refund will exceed the original amount you paid to us for the course. E Helpline ltd. will not be responsible, nor we will compensate for any other cost (such as accommodation, transport costs etc.), or loss of earnings due to time taken off work.

You can cancel or reschedule your CITB/CPCS Test up to 96 hours before the test is due.
If you cancel the test, you will receive full refund, minus an admin fee of £10. Reschedule is free.

No refund will be issued if the cancellation request is received less than 96 hours before the test is due, and/or in the following circumstances:
• if the candidate does not arrive for the test on time;
• if the candidate forgets to take a valid proof of his ID to the test
• if the candidate fails the test;
• if the candidate chooses to do the wrong type of test;
• if the candidate makes any other form of error in relation to the test or any related matters.

Under no circumstances the refund will exceed the original amount you paid to us for the test

No refund will be issued if the request for cancellation is received after we have processed your application.

We will not be able to process your application for the card until we have received all the required documents. If the documents are not provided within the 60 days your order, your order will be put on hold. An admin fee of £25 will be charged if you wish to cancel the order after 60 days.

In case of Cancellation of your order for the CSCS card, there will be a Cancellation charge of 10 GBP which is non-refundable

If your application for the CSCS Card has been processed from our end then there will no cancellation or refund for the CSCS Card.
Course Material (Books and DVDs)
If you wish to return any of the course material purchased from us, simply return it to us within 14 days of the purchase. The item(s) returned must be in its original, unused and sealed condition to be eligible for a refund.

No refund will be issued if the item returned has obvious signs of use or if the item is returned after 14 days of the purchase.

You will be responsible for paying for your own shipping costs for returning the item.

The item must be retuned at:

E Helpline LTD.

71-75 Shelton Street,
Covent Garden,
London, United Kingdom

We recommend to obtain a proof of post and use signature delivery.

Refund method
All refunds will be made to the debit card or the credit card used to make the payment at the time of purchase.

Late or missing refunds
It can take up to 14 days to reflect the refund in you debit card or credit card bank statement.

If you still haven’t received the refund, please check with your bank / credit card provider first, it may take some time before your refund is officially posted.

If you still have not received your refund, please contact us at 0333 011 2361

Other conditions
We will not be responsible if your request to reschedule / cancel isn’t received within the timeframe for eligibility of a refund or reschedule.

No refunds will be issued automatically, i.e. we will not consider or issue any refunds unless you have requested for it.

Updated on: 05 September 2020