At-a-Glance Policy Highlights
These concise terms apply to course bookings with ESO Education and Training (NW) Ltd (www.esotrainingnw.co.uk).
Rescheduling Rules
Notice periods & applicable fees
- 5+ business days’ notice: £50 fee to reschedule onto another date within 6 months (subject to availability).
- Less than 2 business days’ notice: £90 fee per course to reschedule.
- Insufficient ID on arrival: £90 fee to reschedule.
- No notice / No-show: No refund. A new booking and full payment are required; unpaid fees remain due.
Cancellations & Refunds
Customer initiated requests
- Customer cancellations: No refund will be due once booked.
- Same-day / On-the-day discounts: Strict no refunds and no cancellations policy for walk-ins or special day rates.
- Corporate & Exclusive courses: Same refund terms apply on cancellation. An alternative date may be arranged by mutual agreement.
If We Change Your Course
Your full rights & refund protections
If ESO needs to change your course in whole or in part, we will notify you as soon as reasonably possible. You have 3 clear options:
- Option 1: Accept the new arrangement dates.
- Option 2: Switch to another course (pay or refund any price difference).
- Option 3: Cancel for a full 100% refund of all payments made to us.
Contact & Key Notes
Definitions & administrative channels
Business Days Definition: Monday to Friday, excluding UK bank holidays.
SIA Application Fees: SIA licence application fees are paid separately directly to the SIA and are outside this policy.
Rescheduling & Cancellation Fee Schedule
Quick reference matrix for candidate notifications and required fees.
| Scenario / Timing | Fee Payable | Action / Provision | Policy Rule |
|---|---|---|---|
| Notice received 5 business days or more prior to course | £50 Fee | Rescheduled onto another date within 6 months (subject to availability) | Clause 1.3a |
| Notice given less than 2 business days (inclusive) prior to course | £90 Fee | Urgent rescheduling onto next available date | Clause 1.3b |
| Course day: Insufficient / invalid ID documents | £90 Fee | Delegates cannot sit training without mandatory SIA documents; must reschedule | Clause 1.3c |
| No notification given / Non-attendance (No-Show) | Full Course Fee | No refund due. New course booking required with full payment. Unpaid fees remain due. | Clause 1.3d & 1.4 |
| Cancellation requested by customer | No Refund | Booking fee is non-refundable. Rescheduling may be available under Section 1. | Clause 2.2 |
| Course cancelled or altered by ESO Education & Training | 100% Full Refund | Accept new dates, switch courses (price adjusted), or receive full refund | Section 3 |
Full Policy Clauses & Provisions
1.1 Standard Advance Reschedule Request
If you cannot attend your booked course date, notify ESO Education and Training (NW) Ltd as soon as possible, and at least 5 business days before the course start date. Where you do so, we will offer to reschedule you onto another date within the next 6 months, subject to availability.
1.2 Short Notice Notification
If you notify us less than 5 business days before the course start date, or fail to notify us in time, a rescheduling fee applies as set out below.
Rescheduling Charges Schedule
Notice 5 business days or more
Requests received 5 business days or more before the scheduled course date: £50 rescheduling fee.
Notice under 2 business days
Notification given less than 2 business days (inclusive) before the course date: £90 per course to reschedule.
Insufficient Identification
If a course must be rescheduled because you do not bring sufficient identification documents: £90.
Failure to Notify (No-Show)
If you do not notify us of non-attendance, a new course must be booked and full payment will be due.
1.4 Non-Attendance & Outstanding Balance Policy
Where you do not attend and payment has already been received, no refund is due. Where you do not attend and the fee has not yet been paid, the fee remains due and payable in full.
2.1 ESO Education and Training (NW) Ltd operates the following refund policy for individual course bookings.
2.2 Customer Cancellations
Course cancelled by the customer — no refund will be due.
2.3 Same-Day / Walk-in Discounted Offers
We operate a no refunds and no cancellation policy for discounted courses offered on the day (or other same-day / walk-in discounted offers).
2.4 Corporate & Group Client Bookings
If a course is run exclusively for a corporate customer — at our premises, on a customer site, or any other venue — the same refund terms apply on cancellation. An alternative course date may be arranged by mutual agreement.
3.1 If we need to change your course in whole or in part, we will tell you as soon as reasonably possible. You may then choose any of the following options:
Accept New Arrangements
Confirm and accept the changed course schedule or updated venue.
Switch to Another Course
Book another course with us, paying or receiving a refund for any price difference.
Full 100% Refund
Cancel and receive a full refund of all payments made to us for that course.
- SIA Licence Fees: SIA licence application fees are paid separately to the Security Industry Authority (SIA) and are completely outside this policy.
- Definition of "Business Days": "Business days" means Monday to Friday, excluding UK bank holidays. Notice received outside normal business hours or on weekends/bank holidays is counted from the next business day.
- Submitting Requests: To reschedule or cancel, you must notify us in writing or by telephone:
Candidate Advisory: Prevent the £90 Insufficient ID Rescheduling Charge
Under strict SIA and awarding body regulations, no candidate can participate in SIA training without valid original proof of identity (such as a valid passport or driving licence, proof of current address dated within the last 3 months, and passport photographs).
Please review our required documents before attending your first morning to ensure you do not incur the £90 document rescheduling charge (Clause 1.3c).
Frequently Asked Questions About Course Bookings
How far in advance can I reschedule my course?
When you provide 5 or more business days notice, we will offer to reschedule you onto any available date within the next 6 months for a standard £50 admin fee.
What happens if I test positive for illness on the day?
Please contact Simon Owen immediately at 0800 144 8458. Notice under 2 business days is subject to the £90 short-notice fee to cover reserved classroom capacity.
Are SIA licence fees refundable by ESO?
No. The £184 SIA licence application fee is paid directly to the Security Industry Authority and is completely independent of course tuition fees paid to ESO.
If ESO changes the course dates, how quickly do I get refunded?
If ESO changes or cancels your course and you opt for a refund (Clause 3.1.3), 100% of your payments will be promptly returned to your original payment method.
Need to reschedule or speak with an advisor?
Our course coordinator Simon Owen is available Monday through Friday to process notice requests, provide alternative dates, or clarify terms.