The policy applies to candidates who have booked any course with The Building Performance Hub.

This policy does not apply to courses or events organised and delivered by third-party organisation who are hiring The Building Performance Hub. For such courses, please refer to the cancellation policy of the respective third-party provider.

Prerequisite Evidence

Candidates must provide evidence of any defined course prerequisites, including completion of HETAS-approved training, when requested and no later than 7 days before the course start date.

If sufficient evidence is not received by the deadline, The Building Performance Hub may cancel the booking and refund the course fee, less a £120 administration fee plus VAT

Where a booking is accepted less than 7 days before the course start date, the candidate must provide all required prerequisite evidence immediately upon booking and payment. The booking will not be confirmed and the candidate will not be permitted to attend the course unless TBPH has reviewed and accepted the evidence before the course begins.

Note: Acceptance of the late booking is at TBPH’s discretion and is subject to the course proceeding as scheduled, sufficient delegate capacity being available and the requirements of the above clause being met.

Cancellation Policy

If a candidate wishes to cancel their booking for any reason, the following policy applies:

• Bookings cancelled more than 30 days before the event start date. If a candidate cancels their booking more than 30 days before the event start date, they will be entitled to a 100% refund of the course fee.
• Bookings cancelled between 15 and 30 days before the event start date. If a candidate cancels their booking between 15 to 30 days before the event start date, they are entitled to a 50% refund of the course fee.
• Bookings cancelled less than 15 days before the event start date. If a candidate cancels their booking less than 15 days before the event start date, they are not entitled to a refund.

Postponement Policy

If a candidate needs to postpone their course and requests or agrees to be moved to the next available one, the following policy will apply:

• If a candidate requests or agrees to move to the next available course, we will waive any cancellation fees.
• If a candidate requests or agrees to move the next available date and then proceeds to postpone for a second time the booking will be cancelled automatically and the candidate will not be entitled to a refund.
• If the candidate cancels an already postponed booking, they are not entitled to any refund.

Exceptional Circumstances and Discretion

We understand that unexpected situations can sometimes prevent a candidate from attending or require a last-minute cancellation or postponement.

Examples may include:

• Sudden illness or injury affecting the candidate or someone in their care. 
• A bereavement or family emergency
• An unavoidable emergency or significant travel disruption outside the candidates control
• Another comparable, genuinely unforeseen event that prevents attendance.

Candidates should contact The Building Performance Hub as soon as reasonably possible. Written confirmation and supporting evidence may be requested where appropriate.

In cases deemed to be exceptional, The Building Performance Hub reserves the right to offer a full or partial refund, or to waive cancellation/postponement fees, at its sole discretion.

The decision of The Building Performance Hub regarding exceptional circumstances is final. This section does not affect statutory rights.

Disclaimer

The Building Performance Hub reserves the right to waive any cancellation fees at its discretion, particularly in cases of exceptional or unforeseen circumstances. This policy is subject to change. Any updates will be communicated via our website. Candidates are advised to read and understand this policy before making a booking.

Contact Information

For any queries regarding this policy or to notify us of exception circumstances, please contact us:
Monday to Friday – 9am to 5pm
Email: training@buildingperformancehub.co.uk
Phone: +44(0)1494 358 159

Last Updated: October 2026, Issue 1.1