Terms and Conditions and Policies

Terms and conditions for Clients and Students/Delegates:


For the purposes of this document, clients are the individual or organisation making the booking, and the Student or Delegate is the individual attending or partaking in the training. On occasion the Student/Delegate will also be the Client. The Instructor refers to any instructor responsible for delivering part or all of the course.

  1. Bookings are provisional until payment has been received from the Client.

  2. The Client will receive a quote upon acceptance of the booking, allowing for selections to be made which will then automatically create a bespoke invoice.

  3. If the Client fails to accept the quote by the due date, Colchester First Aid reserves the right to cancel the booking without notice.

  4. Upon receipt of the invoice the full amount will be payable to Colchester First Aid by the Client.

  5. Colchester First Aid reserves the right to cancel any booking without notice where payment is not received by the due date on the invoice.

  6. Failure to arrive on time may result in the Student/Delegate being unable to join the course once it in progress. Refunds will not be given in these circumstances.

  7. All Students/Delegates are expected to attend for the full duration of the course time specified. Arriving late or leaving early will result in failure to complete the training and no certificate or refund will be issued.

  8. Students/Delegates are expected to behave respectfully and in such a manner that is not disruptive in any way to other students or the instructor. Warnings will be given where deemed appropriate for minor transgressions but Colchester First Aid reserves the right to remove any Student/Delegate from the course at any time for inappropriate or disruptive behaviour, at the Instructor's sole discretion. Refunds will not be issued under these circumstances.

  9. All pre-course forms/questionnaires must be completed prior to commencement of the course. Any student failing to complete the necessary forms may not be granted access to the course.

  10. All Students/Delegates will be expected to abide by all health and safety measures implemented by Colchester First Aid and its instructors, including safety measures for the reduction of transmission of SARS - CoV -2 (Coronavirus Covid 19). Any student not wishing to comply with these measures will be required to leave and no refund will be payable.

  11. Whilst every effort will be made to support any student who is struggling, ultimately if the student does not meet the required skills and knowledge competencies by the end of the course, they will not be awarded the certificate (although confirmation of attendance can be offered where required). An option to rebook will be discussed and usually offered, which would be at the client's expense.

  12. The Instructor’s decision as to whether to pass any Student, or not, will be based entirely on the Student’s competence in demonstrating the practical skills and passing the theory test, and is final.

  13. Cancellations with 4 full weeks' notice or more will result in a full refund unless specifically agreed with the client at the time of booking.

  14. Cancellations with less than 4 weeks' notice will not qualify for a refund, but the name on each booked place can be changed until the final 7 days before the commencement of the course.

By booking a place on any Colchester First Aid course, Clients and Students/Delegates agree to be bound by these terms and conditions, and understand that should Colchester First Aid agree to waive any one of these on any one occasion, the right to enforce all Ts and Cs remains.

Covid-19 Safety Policy

At Colchester First Aid we are proud to have extensive safety measures in place to protect our instructors and students, as follows:

Students must:

  • Complete the Covid Pre-Screen form PRIOR TO ARRIVAL

  • Students must complete a rapid lateral flow tests (provided) on arrival

  • *****Click here to watch instruction video*****

  • Wait in vehicle or at reception until called in at course start time

  • Wear a mask which MUST BE minimum 3-ply, close-fitting, and correctly fitted, fully over mouth AND NOSE and at all times throughout the course when inside the building

  • Masks with valves are not acceptable

  • Masks are available for student use should they be required, or if the instructor does not deem the mask provided by the student to be suitable

  • Have their temperature taken every day upon entrance to the building

  • Leave immediately if they are found to have an elevated temperature or any other covid symptoms

  • Sanitise hands with WHO-compliant sanitiser immediately upon entry to the building and before and after all practical activities

  • Take a seat at socially-distanced, individually named desk

Please also note that for your safety:

  • Windows/doors will be open in all weathers to improve ventilation

  • All desks sanitised with bactericidal/virucidal disinfectant before course

  • Hand sanitiser, individual manikin/s, individual dressings and triangular bandage will be provided for each student

  • Nitrile gloves will be available for student use at all times

  • Masks MUST be worn during close contact activities such as recovery position/slings

  • Reduced paperwork for students - test and feedback can now be completed online

Complaints procedure

Colchester First Aid strives to deliver excellent training, and an excellent client/student experience, however we accept that on rare occasions things can go wrong, and when they do, we want to investigate thoroughly and address the issues fairly.  Our complaints procedure is set out below:

Informal stage:

Should the occasion arise where a Client/Student/Delegate is unsatisfied with the service delivered during training, it should be raised with the Instructor in the first instance, to see if the matter can be resolved informally, except in cases where the severity is deemed such by the complainant that it should be immediately progress to the formal complaint stage:

Formal stage:

If the Instructor is unable to resolve the matter to the Student’s satisfaction, this should then be referred to the Management Team in writing as a formal complaint (by email to info@colchesterfirstaid.com) who will investigate the matter throughly.  

The complaint will be formally acknowledged as soon as possible, and in any case no later than seven days from receipt, and an investigation started to establish the facts of the case.  

The Management Team will then report the findings of the investigation back to the complainant, with a proposed resolution, as soon as possible, and in any case  no later than within a further fourteen days.  (No later than 21 days of receipt of the written complaint).  

If in exceptional circumstances any step of the process is delayed, for unavoidable reasons (for example illness of Management or relevant Instructor), the complainant will be kept informed in writing at least once per week as to the progress of the investigation.  

(Any individual seeking to make a complaint who is unable for whatever reason to do so in writing, may telephone 01206 912399 and have their complaint noted by the call-taker, and it will be from this date that the complaint will be deemed to have been received.)

Data Processing/Privacy Policy

Colchester First Aid collects and processes personal information on the following lawful basis for GDPR purposes:

  • Legitimate Interest

Colchester First Aid collects and processes personal information for the following legitimate interest purposes:

  • Processing and responding to enquiries

  • Administration of bookings on training courses including attendance reminders

  • Administration of qualifications

  • Reminding students of upcoming expiry of their qualification for renewal purposes


Colchester First Aid uses any or all of the following third party controllers in order to fulfil the above for any given booking:

  • 17hats (client management)

  • Class marker (administration of theory test and certification)

  • Eventcreate (booking system)

  • ProTrainings (alternative booking system and qualification processing)

Individuals may request access to a copy of their data and/or may request for its deletion in line with GDPR rules. Any questions relating to this policy, or GDPR requests, should be directed to “The Data Controller” (Lucy Pace) at info@colchesterfirstaid.com