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Terms and conditions

Standard terms and conditions

The following terms and conditions apply to all orders for the purchase of services and products (as defined below) from the British Red Cross Society.

If you have any questions relating to these terms and conditions, please contact our Customer Service Centre by phone, (0344 871 8000) between Mon-Fri 08:30-17:00 excluding bank and public holidays, or email firstaidtraining@redcross.org.uk

These terms and conditions do not affect your statutory rights.

1. Definitions

  1. “Attendee” means a person who is booked to attend a Course.
  2. “British Red Cross” means The British Red Cross Society, a body incorporated by Royal Charter and registered in England and Wales with Companies House (RC000070) and a registered charity in England and Wales (number 220949), and in Scotland (number SC037738) whose national headquarters in UK is at 44 Moorfields, Moorgate, London, EC2Y 9AL.
  3. “Contract” means these terms and conditions, the application form which is completed by the Customer and the booking confirmation issued by British Red Cross to the Customer.
  4. “Course” means a first aid course, a mental wellbeing course or any similar course organised and run by British Red Cross which can be delivered face to face in a classroom or downloaded or streamed online.
  5. “Customer” means the purchaser of Services, being either an Organisation or an Individual, and, where the context so requires “Customer” also includes Attendees.
  6. “DP Legislation” means all applicable laws and regulations relating to the processing of personal data and privacy including the UK GDPR, Data Protection Act 2018, and the Privacy and Electronic Communications Regulations 2003 (SI 2003 No. 2426), and any statutory instrument, order, rule or regulation made thereunder.
  7. “Group Course” means a Course booked by an Organisation, for the benefit of its staff or other members of the Organisation, and held at a location chosen by the Organisation.
  8. “Individual” means a person who attends a Scheduled Course, enrols for an online course or purchases a product.
  9. “Products” means first aid products and any other related products or services supplied by British Red Cross on behalf of British Red Cross approved suppliers.
  10. “Organisation” means a Customer which is a company, charity, organisation, or other group, including a family group, which books a Group Course or books places for Individuals on a Scheduled Course.
  11. “Scheduled Course” means a Course held at British Red Cross premises or premises chosen by British Red Cross on which members of the public can book a place, and on which Organisations can book one or more places for their members or staff.
  12. “Services” means all Courses, first aid products and any other related products or services supplied by British Red Cross.
  13. "Venue" means a location hired by the British Red Cross on behalf of the Customer to facilitate a Group Course.

2. Payment and VAT

  1. An Individual who books a place on a Scheduled or Online Course or purchases a product must make payment at the time of booking the course or ordering the product.
  2. An Organisation which books a Group Course or books a place for an individua on a Scheduled Course, will be issued with an invoice which the Organisation must pay in full before the Course start date.
  3. British Red Cross will confirm all course bookings or product orders by email and reserves the right to withhold certificates until full payment has been cleared.
  4. The Customer shall pay VAT on all fees at the prevailing rate.

Section A – Courses (Scheduled, Group and Online)

3. Cancellations, Rescheduling and Substitution - General

  1. British Red Cross may cancel or reschedule a Course at any time.
  2. If British Red Cross cancels a Course, it will inform the Customer of this as soon as possible, and will give the Customer the option of attending the next available Course.
  3. British Red Cross does not accept any responsibility for certificates which expire because of a cancelled Course.
  4. Cancellations, requests to reschedule a Course or requests to substitute an Individual on a Scheduled Course can be made by phone (0344 871 8000) or email (firstaidtraining@redcross.org.uk). Cancellations can also be made using the Model Cancellation Form (Appendix 1) at the end of these Terms and Conditions. This applies to both Scheduled Courses and Group Courses.
  5. Online courses cannot be cancelled once the learner has enrolled and started the course.

4. Cancellations by an Organisation of a Group Course or of places on a Scheduled Course

  1. If an Organisation cancels a Group Course on giving less than 10 working days’ notice of cancellation before the Group Course start date, the Organisation shall pay the full course fee for the cancelled Group Course.
  2. If an Organisation cancels a Group Course on giving more than 10working days' notice of cancellation before the Group Course start date, the organisation is subject to the terms and conditions of the venue.
  3. If an Organisation cancels bookings for Individuals on a Scheduled Course on giving less than 10 working days’ notice of cancellation before the Scheduled Course start date, the Organisation shall pay the full course fees.

5. Cancellations by an Individual

  1. An Individual may cancel the booking of a place on a Scheduled  Course within 10 working days of making the booking, starting on the day after the day on which the place on the Scheduled Course was booked.
  2. An Individual may cancel a place on a Scheduled Course at any time up to 10 working days before the Course start date.
  3. If an Individual cancels a booking under sub-clause 5(a) or sub-clause (b) above, British Red Cross will refund the fee.
  4. If an Individual cancels a booking of a place on a Scheduled Course more than 10 working days after making the booking and the Scheduled Course is within 10 days of the date of cancellation, British Red Cross will not refund the fee.
  5. Online courses cannot be cancelled once the learner has enrolled and started the course.

6. Transfer of Individuals on Scheduled Courses

  1. If an Organisation or Individual books places for Attendees on a Scheduled Course, they may transfer one or more Attendees from one Scheduled Course to another Scheduled Course, once, without incurring a charge, provided that British Red Cross receives this request to transfer at least 10 working days before the initial Scheduled Course start date.
  2. If an Organisation or Individual requests the transfer of Attendees from one Scheduled Course to another Scheduled Course fewer than 10 working days before the start of the initial Scheduled Course, the Organisation or Individual must pay for both Courses, unless the Individual is ill and the British Red Cross received a medical certificate in respect of the ill individual.

7. Details of persons attending Scheduled Courses

  1. An Organisation which has booked a Scheduled or Online Course must give details of the persons who will attend that Scheduled Course, not later than the start of the Scheduled Course.

8. Rescheduling of Group Course

  1. An Organisation may reschedule a Group Course without charge, provided that the British Red Cross receives the request at least 10 working days before the start date of the initial Group Course.
  2. If a request to reschedule a Group Course is received fewer than 10 working days before the Group Course start date, the Organisation will incur a charge of 50 per cent of the initial Group Course fee.
  3. If an Organisation reschedules Group Course under sub-clause 8(a) or sub-clause (b) above, the Organisation is subject to the terms and conditions of the Venue.

9. Course Timing and Booking Confirmation

  1. Good time keeping throughout the Course is essential.
  2. British Red Cross will email a booking confirmation to the booker which includes information about the start time of the Course.
  3. If the booker does not receive a booking confirmation, it is the responsibility of the booker to contact British Red Cross either by phone (0344 871 8000) or email (firstaidtraining@redcross.org.uk) to arrange for the booking confirmation to be re-sent.
  4. If an Attendee fails to attend a Course because the booker did not receive a booking confirmation, the Customer must still pay the full cost of the Course.
  5. It is the responsibility of the booker to ensure that the Attendee is fully briefed and made aware of these instructions about attendance, and all other Course requirements, before attending the Course.
  6. British Red Cross will post first aid certificates and invoices to UK addresses. If a Customer requires the British Red Cross to send documentation outside of the UK, the Customer may be required to pay an additional fee.
  7. If a Customer requires copies of British Red Cross material, the Customer may be required to pay an additional fee.

10. Attendance

  1. a. Attendees must attend and complete all aspects of the Course to qualify for certification - where certification is applicable.
  2. Individuals must complete all aspects of the online course to qualify for certification – where certification is applicable.
  3. The full cost of the Course will be charged for Attendees who arrive late or are absent from all or part of the Course. This applies even if the Attendee is refused admittance due to lateness.

11. Meeting the needs of Attendees

  1. British Red Cross has an Equal Opportunities Policy.
  2. To enable British Red Cross to ensure that all Attendees are treated fairly and their requirements are fully met, the Customer must tell British Red Cross in advance of any special arrangements that an Attendee needs in order to enable the Attendee to participate fully in the training.
  3. British Red Cross does not provide any specialist equipment and/or personnel such as signers or translators however, these can be sourced at the Customer’s own cost. Where signers or translators are required, they may attend the course to support attendees without charge.

12. Attendee age, fitness and disposition

  1. The duties of a first aider can be physically demanding. All Attendees must be:
  2. i. physically able to provide colleagues with first aid, e.g. able to kneel on the floor and administer cardio pulmonary resuscitation, in line with the Health & Safety Executive’s (HSE) Approved Code of Practice,
  3. ii. free from any condition that will affect their participation in the Course and their capability to carry out the duties of a first aider,
  4. iii. reliable, with the necessary disposition and communication skills,
  5. iv. able to cope with stressful and physically demanding emergency procedures,
  6. v. easily reachable in the event of an emergency at work, and
  7. vi. 16 years old or above.
  8. b. Attendees who are unable to meet the above requirements or fail to meet the pre-set assessment criteria for the course will not be awarded a certificate and will not be able to act as first aiders in the workplace.
  9. c. It is the responsibility of the Customer to select suitable persons to train to become first aiders in the workplace.

13. Re-certification

  1. It is the responsibility of the Customer to ensure that Attendees attending a first aid re-certification Course have previously held a full three-day first aid at work certificate. 
  2. If British Red Cross issues a certificate to an Attendee on successful completion of a re-certification Course and subsequently finds out that the Attendee did not complete the initial first aid at work training, the re-certification certificate will be invalid, regardless of the success of the Attendee at the re-certification Course.

14. Limitation of liability

  1. Except in respect of death or personal injury caused by the negligence of British Red Cross, British Red Cross shall not be liable by reason of any representation (unless fraudulent) or implied warranty, condition or other term, or any duty at common law or under these Terms and Conditions, for any loss of profit or any indirect special or consequential loss, costs, expenses or other claims for compensation.
  2. British Red Cross’ entire liability to the Customer under or in connection with the Contract and the provision of Services shall not exceed the sum of twice the price paid by the Customer for the Services. Nothing in this paragraph is intended to exclude any liability on the part of British Red Cross for fraud.

Section B – Products

15. Payment and VAT

  1. British Red Cross will confirm all product orders by email and reserves the right to withhold Products until full payment has been cleared.
  2. The Customer shall pay VAT on all Products at the prevailing rate.
  3. The order form will collect details of business name, address and contact details together with a description of the goods and services and prices paid including VAT and delivery charges.
  4. Customers can make payment for products by using credit/debit cards, BACS or bank transfer or within 30 days if paying by invoice. 

16 . Delivery of Products

  1. Dates specified by British Red Cross for the delivery of Products are 30 days from placement of order unless otherwise agreed. All efforts will be made to ensure delivery shall be within a reasonable time.
  2. Please note that deliveries to the Highlands and Islands, Channel Islands, Isles of Scilly, and Isle of Man may take longer.
  3. If British Red Cross discloses personal data to a third party pursuant to the fulfilment and delivery of products purchased through the
  4. British Red Cross, it will use its best endeavours to ensure that each body to which the personal data is disclosed process only in accordance with documented instructions and maintains equivalent measures and processes, including confidentiality obligations and security measures to comply with the DP legislation.

17. Cancellation of Products purchases

  1. The Customer has 14 days to cancel their order from the day of purchase using the standard cancellation form. 
  2. If the customer cancels their order within 14 days then they will need to pay a handling and re-stocking fee of 10% of the net order value.
  3. For cancellations contact our Customer Service Centre by phone, 0344 871 8000* between Monday to Friday 8:30– 17:00. Excluding bank and public holidays, or emailing firstaidtraining@redcross.org.uk .
  4. Requests to cancel Products purchases received post payment-clearance may be treated as a Products return.

18. Products returns

Missing or Damaged Products
  1. To notify British Red Cross of missing or damaged products customer should contact our Customer Service Centre by phone, 0344 871 8000 between Monday to Friday 8:30– 17:00 excluding bank and public holidays.
  2. British Red Cross must be notified of missing or damaged Products within 48 hours of receipt of goods.
Product Returns
  1. Requests to return Products must be made within 14 days from the date the Customer receives their Products purchase.
  2. To arrange a Product return customer should contact our Customer Service Centre by phone, 0344 871 8000 between Monday to Friday 8:30– 17:00 excluding bank and public holidays.
  3. Returned Products must be new, unused, in saleable condition and in original unopened packaging. Returned Products are subject to further evaluation upon receipt. A postage fee and restocking fee will be charged for any returned Products.
  4. The return of undamaged Products must be at the customer’s expense.
Faulty Products
  1. To report a faulty product please contact our Customer Service Centre by phone, 0344 871 8000 between Monday to Friday 8:30– 17:00 excluding bank and public holidays.

19. Complaints

  1. If the Customer has any complaint about any of the services which the British Red Cross provides, the Customer should contact the British Red Cross’ customer service department via the telephone 0344 871 8000 or email firstaidtraining@redcross.org.uk
  2. The British Red Cross will try and resolve the complaint as soon as possible.
  3. Governing Law
  4. These terms and conditions and any order which the Customer places with British Red Cross to which these terms and conditions apply shall be governed by and construed in accordance with the laws of England and Wales.

Appendix 1 - Model Cancellation Form referenced in section 3d

To

The British Red Cross Society:

Red Cross Training

Bradbury House

4 Ohio Avenue

20. Salford Quays

M50 2GT

Email: firstaidtraining@redcross.org.uk

I/We [*] hereby give notice that I/we [*] cancel my/our [*] contract of for the provision of the first aid course from [ date ] to [ date ] at [ address at which course would be held*],

Ordered on [*]

Name of Consumer(s),

Address of Consumer(s),

Signature of Consumer(s) (only if this form is notified on paper),

Date

[*] Delete as appropriate.

Appendix 2: Mental Health for First Aiders Course

  1. From 1 June 2024 bookings of the following first aid at work courses; Emergency first aid at work (one day), First aid at work requalification (two day) and First aid at work (three day) courses will qualify the learner for a free Mental health for first aiders online course.
  2. To redeem the free Mental health for first aiders course, learners attending one of the above first aid at work courses will be able to opt in to access this course via a webpage, details of which are provided following completion of their first aid at work course evaluation form.
  3. If the learner chooses not to opt in to the free online Mental health for first aiders course it will not affect the learners first aid at work course accredited certification which will be issued in the normal way.
  4. An email will be sent within 10 working days after the learner has opted in for the free online Mental health for first aiders course with details of how to access the course. The learner will have up to 365 days to access and complete the online course from the date that this email is sent.
  5. On completion of the free online Mental health for first aiders course, the learner will receive a certificate, which they can download from our online learning platform. To download the certificate, the learner will need to log in to their online learning account, navigate to the course page, and locate the certificate in the "Your Record of Learning" page.
  6. British Red Cross reserves the right to amend the terms and conditions of the free online Mental health for first aiders course at any time and to take appropriate action, including the withdrawal of the course if it deems this action as necessary. This does not affect your legal rights.