Terms & Conditions
The following terms and conditions apply to all orders for the purchase of services from Hello First Aid.
If you have any questions relating to these terms and conditions, please contact our Customer Service Centre by phone, 0800 294 8699 between Monday to Friday 8:30 – 17:00 excluding bank and public holidays, or email ([email protected]).
These terms and conditions do not affect your statutory rights.
a. “Attendee” means a person who is booked to attend a Course.
b. “Hello First Aid” means Hello First Aid, a trading name of Training at Work Grop Limited, First Floor, 1 Horsefair, Leeds LS22 6JG Registered in England Company Number 11379815, VAT 297209470
c. “Contract” means these terms and conditions, the application form which is completed by the Customer and the booking confirmation issued by Hello First Aid to the Customer.
d. “Course” means a first aid course, a mental wellbeing course or any similar course organised and run by Hello First Aid.
e. “Customer” means the purchaser of Services, being either an Organisation or an Individual, and, where the context so requires “Customer” also includes Attendees.
f. “DP Legislation” means all applicable laws and regulations relating to the processing of personal data and privacy including the General Data Protection Regulation (Regulation (EU) 2016/697), Data Protection Act 2018, and any statutory instrument, order, rule or regulation made thereunder.
g. “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.
h. “Individual” means a person who attends a Scheduled Course.
i. “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.
j. “Scheduled Course” means a Course held at Hello First Aid premises or premises chosen by Hello First Aid 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.
k. “Services” means all Courses, first aid products and any other related products or services supplied by Hello First Aid.
Payment and VAT
a. An Individual who books a place on a Scheduled Course must make payment at the time of booking.
b. An Organisation which book a Group Course, Including an Organisation which books places for Individuals on a Group Course will be issued with an invoice which the Organisation must pay in full before the Course start date.
c. Hello First Aid reserves the right to withhold certificates until full payment has been cleared.
d. The Customer shall pay VAT on all fees at the prevailing rate.
a. In consideration of the payment of fees for onsite courses Save lives at work agrees to book on the purchasers behalf a registered trainer.
b. In consideration of the payment of fees for offsite courses Save lives at work agrees to book a course on the purchasers behalf with a registered training organisation or registered trainer.
c. In consideration of payment of fees Hello First Aid agrees to handle all administration in relation to the bookings including payments between the purchaser and the trainer or training organisation.
d. In consideration of the payment Hello First Aid agrees to handle all certificate administration on behalf of the purchaser and shall arrange the posting of the first aid certificate on completion of a course where appropriate as part of the service.
e. The educational and training courses offered by telephone and on the site are not delivered by Hello First Aid, they are delivered by either an Awarding Body registered trainer or a registered training company and therefore any training or advice given on the course is that of the trainer and is not the advice or training of Hello First Aid.
f. The purchaser and it’s delegates understand the Hello First Aid obligation is to book an registered trainer or a registered training provider on behalf of the purchaser and the purchaser’s delegates and therefore Hello First Aid shall not be liable for mistreatment of any person or property arising from the trainers advice.
Cancellations, Rescheduling and Substitution – General
a. Hello First Aid may cancel or reschedule a Course at any time.
b. If Hello First Aid 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.
c. Hello First Aid does not accept any responsibility for certificates which expire because of a cancelled Course.
d. Cancellations, requests to reschedule a Course or requests to substitute an Individual on a Scheduled Course can be made by phone 0800 294 8699 or email ([email protected]). Cancellations can also be made using the Model Cancellation Form at the end of these Terms and Conditions. This applies to both Scheduled Courses and Group Courses.
Cancellations by an Organisation of a Group Course or of places on a Scheduled Course
a. 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.
b. 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.
Cancellations by an Individual
a. 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.
b. An Individual may cancel a place on a Scheduled Course at any time up to 10 working days before the Course start date.
c. If an Individual cancels a booking under sub-clause 5(a) or sub-clause (b) above, Hello First Aid will refund the fee.
d. If an Individual cancels a booking of a place on a Scheduled Course more than 14 calendar days after making the booking and the Scheduled Course is within 14 days of the date of cancellation, Hello First Aid will not refund the fee.
Transfer of Individuals on Scheduled Courses
a. If an Organisation books places for Individuals on a Scheduled Course it may transfer one or more Individuals from one Scheduled Course to another Scheduled Course, once, without incurring a charge, provided that Hello First Aid receives this request to transfer at least 10 working days before the initial Scheduled Course start date.
b. If an Organisation requests the transfer of Individuals from one Scheduled Course to another Scheduled Course fewer than 10 working days before the start of the initial Scheduled Course the Organisation must pay for both Courses, unless the Individual is ill and the Organisation submits a medical certificate to Hello First Aid in respect of the ill Individual.
Details of persons attending Scheduled Courses
An Organisation which has booked a Scheduled Course must give details of the persons who will attend that Scheduled Course, not later than the start of the Scheduled Course.
Rescheduling of Group Course
a. An Organisation may reschedule a Group Course without charge, provided that the Hello First Aid receives the request at least 10 working days before the start date of the initial Group Course.
b. 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.
Course Timing and Booking Confirmation
a. Good time keeping throughout the Course is essential.
b. Hello First Aid will email a booking confirmation to the booker which includes information about the start time of the Course.
c. If the booker does not receive a booking confirmation, it is the responsibility of the booker to contact Hello First Aid either by phone 0800 294 8699 or email ([email protected]) to arrange for the booking confirmation to be re-sent.
d. 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.
e. 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.
f. Hello First Aid will post certificates and invoices to UK addresses. If a Customer requires additional copies, whether sent by post or email, the Customer may be required to pay an additional fee for these.
g. If a Customer requires the British Red Course to send documentation outside the UK, the Customer may be required to pay an additional fee.
a. Attendees must attend and complete all aspects of the Course to qualify for certification.
b. 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.
Meeting the needs of Attendees
a. Hello First Aid has an Equal Opportunities Policy.
b. To enable Hello First Aid to ensure that all Attendees are treated fairly and their requirements are fully met, the Customer must tell Hello First Aid in advance of any special arrangements that an Attendee needs in order to enable the Attendee to participate fully in the training.
c. Hello First Aid 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.
Attendee age, fitness and disposition
a. The duties of a first aider can be physically demanding. All Attendees must be:
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,
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,
iii. reliable, with the necessary disposition and communication skills,
iv. able to cope with stressful and physically demanding emergency procedures,
v. easily reachable in the event of an emergency at work, and
vi. 16 years old or above.
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.
c. It is the responsibility of the Customer to select suitable persons to train to become first aiders in the workplace.
a. It is the responsibility of the Customer to ensure that Attendees attending a first aid re-certification Course hold proof of having a first aid at work certificate. If the certificate has passed its expiry date, it is the responsibility of the Customer to decide whether it is most appropriate for the Attendee to attend the re-certification Course.
b. If Hello First Aid 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.
Limitation of liability
a. Except in respect of death or personal injury caused by the negligence of Hello First Aid, Hello First Aid 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.
b. Hello First Aid’ 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 Hello First Aid for fraud.
a. The provisions of this clause 15 shall apply to any disclosure by the Customer of personal data, including any sensitive personal data; as such terms are defined by the DP Legislation.
b. In the application form for a Course, the Customer will give to the Hello First Aid the names, addresses telephone numbers and email addresses of the booker and Attendees, and details of any medical conditions that might affect the participation of an Attendee on a Course.
c. Hello First Aid shall have technical and organisational measures in place against unauthorised or unlawful processing of personal data and against accidental loss or destruction of, or damage to, personal data held or processed by it, appropriate to the harm that might result from such unauthorised or unlawful processing or loss, destruction or damage to personal data and the nature of the personal data.
d. Hello First Aid shall take all reasonable steps to ensure that staff that has access to personal data processed in connection with the Contract is reliable and properly trained.
e. Hello First Aid shall not transmit personal data to a country or territory outside of the European Economic Area without ensuring that such data is afforded adequate protection as required by the DP Legislation.
f. Hello First Aid shall notify the Customer as soon as possible and at least within 1 working day if Hello First Aid believes any breach or unauthorised disclosure of personal information has occurred.
g. Hello First Aid shall destroy all personal data relating to the Contract, using a secure method when it is no longer needed for the Services.
h. If Hello First Aid discloses personal data to a third party pursuant to clause 15(b) above, Hello First Aid 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.
i. Contact details supplied to Hello First Aid will not be passed on to third parties.
How to find out what personal information Hello First Aid holds about a Customer
a. The Customer can request details of the personal information that Hello First Aid holds about the Customer under the Data Protection Act 2018.
b. If the Customer would like a copy of the information that the Hello First Aid holds about the Customer, or wants to update such information, the Customer should write to:
Hello First Aid
email: [email protected]
or call Hello First Aid on 0800 294 8699.
a. If the Customer has any complaint about any of the services which the Hello First Aid provides, the Customer should contact the Hello First Aid’ customer service department on the number in clause 16(b) above.
b. The Hello First Aid will try and resolve the complaint as soon as possible.
These terms and conditions and any order which the Customer places with Hello First Aid to which these terms and conditions apply shall be governed by and construed in accordance with the laws of England and Wales.