Booking Terms & Conditions

These terms and conditions apply to training courses administered by Building Heroes Education Foundation whose registered office is Southpoint, Old Brighton Road, Lowfield Heath, RH11 0PR. Registered Charity number 1158886

1. Booking Process

Applications are submitted through the Building Heroes website, and once received the applicant will receive an automatic email acknowledging receipt of the application. Within 72 hours of receipt, the Building Heroes team will be in touch with the applicant and triage the application and provisionally book the applicant subject to meeting the criteria and mutually agree a course date and training location.

The booking will remain provisional until the course contribution payment has been paid. Once payment has been received a receipt will be issued and the status of provisionally booked application will move to a booked status with the applicant receiving a course confirmation letter.

2. Eligibility

Course contribution payments are made based on your status at the time of booking. All military service leavers and reservists will make payment to Building Heroes with the expectation within 30 calendar days of triaging the application.

3. Cancellations

The applicant must advise Building Heroes of a cancellation in writing prior to course commencement.

A refund request will be made based on the following bases.

6 weeks prior - 100% refund
4 weeks prior – 50% refund
2 weeks prior – no refund
No shows – no refund

4. Terminology

“Provisionally Book” – a status where an applicant has been triaged for a specific course date and location and provisionally booked pending payment of the course contribution.

“Booked Status” a place has been confirmed to attend on the set day and location with commitment to complete the full duration of the course.

“Fully-funded” – places offered to veterans, and family members.

“Veteran” – you must be a veteran on the day before the course commences and have discharge papers to evidence this to qualify for a fully funded place.

“Service leaver and Reservist” – a member of the Armed Forces “Military Family” - husband, wife, partner, son, daughter residing at same address.

Evidence of the serving military family member to be evidenced at time of application

5. Complaints

If you have any questions about these terms and conditions, or wish to raise a complaint please contact us by email at info@buildingheroes.org.uk

6. Deposit, Cancellation & No-Show Policy (from 1 October 2025)

‍Applies to all participants registering and booking onto a Building Heroes programme who are not eligible to make a course contribution ( i.e.: veterans and military family members)

We will request a holding deposit of £1, refundable upon request, taken at booking (card verification) to secure your place; refunded if attendance/cancellation terms are met.

If you need to cancel please ensure you email your Academy Leader (contact in booking confirmation) at the earliest opportunity to notify or withdrawal.

Subject to the notice period Building Heroes will need to enforce late notice charges(to cover uniform/admin costs. Charges will be applied as follows:

• 6 weeks notice provided before programme start date: No charge

• 4 weeks written notice provided before programme start date: £50 charge

• 2 weeks or less written notice provided before programme start date: £75

• No-show at course commencement / no cancellation: £100

Charges are auto-deducted from the card used for the deposit within 10 working days.

‍Refunds

£1 deposit refund must be requested in writing and will be processed within 30 days of course start (subject to the above).

Exceptions

Genuine emergencies (e.g. medical/personal hardship) considered case-by-case with evidence; charges may be waived.

Agreement to Terms

By paying the holding deposit, learners agree to these terms, including the possibility of late notice or no-show charges being automatically deducted.

Building Heroes remains committed to barrier-free training. This policy helps us manage resources responsibly so we can continue supporting as many veterans and military family members as possible to upskill and access pathways into new civilian careers.

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