This policy covers individual consumer purchases and employer bookings. Effective date: 25 September 2026.
Individual consumer purchases
If you buy online as a consumer, you normally have 14 days to cancel, starting the day after the contract is made. For digital content supplied during that period, your statutory cancellation right ends when supply begins only if you have expressly consented to early supply, acknowledged the resulting loss of that right, and we have provided the required confirmation in a form you can keep. We request this consent separately at checkout. If you do not want immediate access, contact us to arrange delayed supply before ordering.
In addition to your legal rights, we offer a full refund if you request it within 14 days of purchase and the learner has not accessed the course in their Highfield learner profile. Enrolment, receipt of login instructions or signing into the profile without opening the course does not by itself count as accessing the course for this promise. We handle any licence recovery separately; your eligible refund does not depend on our recovering a supplier credit. This promise also applies where your statutory digital-content cancellation right has already validly ended.
What counts as accessing the course
For our unused-course refund promise, access means the learner has opened or launched the purchased course or any of its learning content from their Highfield profile. We will check the course-specific Highfield access or activity record and investigate any disputed record. Merely seeing the course listed in the profile is not access. This operational definition does not determine when a statutory cancellation right ends.
Requests made after 14 days
After the voluntary 14-day period, we may consider a goodwill refund for an unused course, taking account of the circumstances and whether the licence can be cancelled or reassigned. This discretion does not apply to a refund required by law.
Once the course has been accessed
Once the learner has accessed the course in their Highfield profile, we do not offer a change-of-mind refund. This does not affect statutory rights or remedies for faulty, unavailable or misdescribed content. Access alone does not remove a statutory cancellation right where the required consent, acknowledgement or confirmation was missing.
Wrong course or duplicate purchase
Contact us promptly if you bought the wrong course or placed a duplicate order. Where the course is unused, we will check whether a correction, transfer or refund is available. A transfer to a more expensive course may require an agreed price difference. This does not reduce an existing right to cancel or receive a refund.
Technical problems
Tell us if you cannot access a course or it does not work as described. Digital content must meet the standards required by consumer law. Depending on the circumstances, remedies include repair or replacement, or a price reduction up to the full price where the legal conditions are met. We will provide a required repair or replacement at no charge, within a reasonable time and without significant inconvenience. Compatibility requirements disclosed before purchase are relevant, but do not excuse an inaccurate description.
Cancelled or unavailable courses
If we cannot supply a purchased course, you can receive a refund for that course. You may instead agree to a suitable replacement or credit, but do not have to accept either.
Employer and bulk bookings
A purchase made for business purposes is normally a business-to-business contract and does not carry the consumer cooling-off right. Group prices, payment dates, cancellation terms and access dates will be confirmed in the quotation. Before enrolment, we may agree cancellation subject to any reasonable, evidenced and non-recoverable costs allowed by that agreement.
For business licences, issuing access instructions alone does not mean that the course has been accessed. We can arrange a refund for an unaccessed course under the agreed booking terms and handle any permitted licence recovery or reassignment separately with Highfield. We check the course-specific Highfield record before processing this. Once the learner has accessed the course, no change-of-mind refund is offered. Rights arising from our breach of contract or which cannot lawfully be excluded remain unaffected.
How to request a cancellation or refund
Email info@pitstonetraining.co.uk or write to our registered office with a clear statement that you wish to cancel. Your name, order number, course and learner details help us find the purchase. You do not need to give a reason to exercise a statutory cancellation right, and you do not have to use our model form. For a fault or access problem, please describe what happened so we can investigate.
Processing an approved refund
For a valid statutory cancellation, we will refund you without undue delay and within 14 days after you tell us you are cancelling. For our unused-course refund promise, we will also refund within 14 days of a valid request. Other remedies will be processed within the applicable legal deadline. We use the original payment method unless you expressly agree otherwise, with no refund fee or deduction for Stripe charges. Your bank may take additional time to display the credit.
Model cancellation form
A consumer may use the following wording, but is not required to use this form:
To: Pitstone Training Ltd, 118 Westfields, Stanley, England, DH9 7DF
Email: info@pitstonetraining.co.uk
I give notice that I cancel my contract for the following digital course:
Course title:
Order number (if known):
Date ordered:
Purchaser’s name and address:
Learner’s name (if different):
Date of this notice:
Signature (only if sent on paper):
Statutory rights
This policy does not limit any right or remedy available under consumer law. Where there is a conflict, mandatory legal rights take priority.
Our contact details
Pitstone Training Ltd, company number 17337514. Registered office: 118 Westfields, Stanley, England, DH9 7DF. Email: info@pitstonetraining.co.uk.