Standard training terms and conditions

Training Facilities

Training rooms provided by the client (purchaser/employer) should be large enough to allow for practical training, with a minimum room size of 35′ by 20′ for a group of eight. Additionally, facilities should conform to the minimum standards expected of any organisation with regard to lighting, ventilation, access, etc. Confirmation of eligibility should be sought from First Line Response prior to confirmation of the booking.

Booking Arrangements

Initial bookings and enquiries should be made via this website. Please complete the enquiry form, and we shall contact you to confirm available dates. Bookings may also be made by telephone but should be confirmed by email.


Payment terms for group bookings are strictly 30 days from the invoice date. Unless otherwise agreed, a 50% payment is required to confirm the booking. FLR shall be entitled to charge the Purchaser interest at the annual rate of 8% above the base rate of Starling Bank. Unless otherwise agreed with FLR or required by law, the Purchaser shall not be entitled to make any set-off in respect of amounts due to FLR. All course fees are subject to the current rate of VAT (valid exemptions only).

Cancellation by Client

Courses must be cancelled in writing, with the following charges applicable:

  • Less than 21 days notice = 25% of total cost
  • Less than 14 days notice = 50% of total cost
  • Less than 7 days notice = 75% of total cost
  • Less than 48 hours notice = 100% of total cost

Candidate Substitution

Clients may substitute candidates for the course at any time up to 48 hours prior to course commencing.


It is the responsibility of the client to ensure that learners are free from any condition which would affect their capability to undertake their chosen course and that they have the aptitude to cope with any additional study required. FLR welcomes students with disabilities but it remains the responsibility of the client to ensure that they are appropriately supported. FLR should be provided in advance, notification of any assistance that a student is likely to need during the running of a course which can be documented using the relevant form. If FLR decides that a student has not achieved the learning outcomes of the course and/or the assessment standard (ie. they are referred), then they will subsequently be offered a reassessment (where applicable and in accordance with awarding body (AO) guidelines) which may incur additional charges. Any further training or coaching over and above that provided on the course may also be chargeable.

To be eligible to attend a Requalification course, students must present a valid and in-date original qualification certificate.


The Purchaser acknowledges that if a Learner arrives late for a course or is absent from any session, FLR reserves the right to refuse to accept the Learner for training, if FLR decides in its sole discretion that the Learner will gain insufficient knowledge or skill in the time remaining. In all such cases, the full course fee remains payable. To conform with awarding body requirements for certification, attendance at all sessions is mandatory unless otherwise stated.

No award may be granted if all requirements are not met as required by the Awarding Organisation (AO). The Awarding Organisation (AO) has the right to withhold, withdraw and deny approval for qualification. In this situation, no refund for fees paid will be provided and in circumstances where the AO withholds a learner’s award for circumstances of gross misconduct, all outstanding monies will become immediately payable to the centre (First Line Response).