Terms and Conditions

The following constitute the terms and conditions to which service users (including but not limited to; clients, service users, individuals, volunteers, learners, families, organisations, agencies ) agree to when purchasing or booking any service/product (including but not limited to; face to face training, e-learning, workshops, courses, home tuition, contact sessions, volunteering – hereby know as services) provided by or through Help Handz Family Contact Centre. (Help Handz).

Help Handz reserves the right to review and update these periodically.

If you have any questions in relation to these terms and conditions, please contact [email protected]

Registered company address: 565-567 Green Lane, Ilford, IG3 9RJ

We advise you to print off a copy of these terms and conditions for your records. These terms and conditions do not affect your statutory rights.

  1. Requesting a service

Purchasing or booking of services can be completed online or directly. When doing so, you will be asked to provide us with a minimum level of information about yourself and or your organisation. In doing this you agree to:

Provide true, accurate, current, and complete information as prompted

Inform Help Handz in a prompt manner of any changes to circumstances.

  1. Booking services

Submission of the relevant booking / referral form represents an offer to Help Handz. Following your submission an email will be sent to you with details of your request. Relevant information to allow you to access services will follow on confirmation of payment authorisation.

  1. Prices, VAT, discounts

Prices for services are either shown or available on request.

VAT is charged at the applicable rate dependant on the service or product. Prices will state whether they are inclusive of or exclusive of VAT. Help Handz will endeavour to provide notice of pricing changes in advance but reserve the right to change prices listed without prior notice.

Discounts are available from time to time for services. Where discounts are advertised these will not be available in conjunction with any other offer and are subject to availability and time limits specified. Discounts cannot be applied retrospectively.

  1. Payment

Fees are payable at the point of booking unless otherwise stated.

Fees payable on receipt of an invoice must be received in advance of provision of the service or within 10 days of the date of the invoice.

Credit and debit cards are accepted for payments through a card machine or via our bank accounts. Payment confirmation will be provided on completion of payment. If a payment is declined/not authorised by the purchaser’s card provider, the booking will be deemed as void. Help Handz will not accept any liability for costs incurred because of applications deemed void.

Invoice payment methods are detailed within the issued invoice.

Help Handz reserve the right to withdraw services and or apply an interest charge on overdue payments.

Help Handz reserve the right to charge for services incurred by default including but not limited to late collection charges and or administration fees.

  1. Ownership and intellectual property rights

All materials, whether online or otherwise, are the property of Help Handz or are used in agreement with the licensed provider organisation. All intellectual property rights in all materials including the design, graphics and text of all printed materials and the audio of all webinars and podcasts, are owned, or licensed by Help Handz. When you are given access to services in particular the e-learning courses, you are granted a non-exclusive, non-transferable, revocable license to use the materials. No licensed or Help Handz content may be copied, reproduced, uploaded, posted, displayed, or linked to in any way, in whole or in part, without the prior permission of Help Handz. Any such use is strictly prohibited and will constitute an infringement of intellectual property right laws.

  1. Accessibility and special requirements

Please advise of any special requirements to support you at least 48 hours in advance of a requested service. Help Handz will make every effort to accommodate your requirements (where notified).

  1. Entry requirements

a) First Aid courses:

Learners must be 16 years or over.

Physically fit; in order to undertake the practical assessments and physical demands of administering first aid (i.e. CPR at floor level).

It is recommended that learners should hold a minimum of Level 1 in literacy or equivalent.

  1. b) Family Contact Centre

service users and clients will be asked to provide proof of parental responsibility (PR) for child/ren of relevant orders/court orders

  1. Arrival

Entry will be refused if you arrive after the advertised start time. Information on arrival and start time will be confirmed on receipt of payment and or referral. Dependent on the service re-booking may be available subject to availability and payment of an administration fee*.

  1. Health and safety

You must comply with all health and safety rules and regulations and any other reasonable requests and or security requirements that apply at the premises at which the services are provided, including but not limited to; Help Handz premises, community venues and home childcare services.

  1. Behaviour

Help Handz reserves the right to remove any person(s) from a service or discontinue that service where behaviour is deemed inappropriate or unacceptable. In these circumstances, no refund or reimburse any other costs will be given.

  1. Service providers/personnel

HELP HANDZ will provide suitability qualified personnel to deliver/provide services. Help Handz shall have sole discretion over the deployment of personnel and entitled at any time to substitute personnel with any other person who they deem suitably qualified to provide the service.

  1. Liability

Help Handz does not accept responsibility for anyone acting inappropriately because of information in, or views expressed on, its training courses including course materials. Opinions expressed are those of individual trainers and not necessarily those of the organisation. Participants should take professional advice when dealing with specific situations.

Help Handz does not accept responsibility for attendees.

Personal belongings or valuables which remain the responsibility of the individual attendees.

Injury sustained during participation of a service provided through Help Handz.

  1. Technology

Help Handz does not warrant that the provision of any content online will always be available or be uninterrupted, timely or error free, that defects will be corrected or that such content is secure or free from bugs, viruses, errors, and omissions.

  1. Joining instructions/booking confirmation

Joining instructions/booking confirmation including service dates, arrival times, duration and venue details will be issued prior to the service start date. Help Handz will not be held responsible for non-receipt of joining instructions/booking confirmation and refunds will not be issued under such circumstances.

  1. Cancellation

a) If you need to cancel, you must notify the relevant Help Handz service area via email. The following applies:

Local Authority/Solicitors/Social Workers

28 days or more notice entitles you to transfer to alternate dates, subject to availability.

14-27 days’ notice entitles to a 50% refund*

0-13 days No refund is available.

*Subject to a minimum administration fee.


If you can no longer attend the service booked/purchased, you are entitled to transfer your booking onto the next service that has availability. The transfer option only applies to attendee who are transferring to a different date for the same service and the date must be specified at the time of the transfer. Transfer will incur an admin fee*.

Please note once you have transferred your booking you will not be entitled to a refund, and you cannot transfer your place more than once.

  1. b) Cancellation/request to amend Family Contact Centre services

A minimum of 48 hours’ notice is required to cancel or change a booking.

Requests to cancel or change a booking must be sent by email to [email protected] Providing full details of the service booked, date, time, and name of those scheduled for contact. The following applies:

Where 48 hours’ notice or more is received the service user / client will not be charged and is or entitled to a full refund*.

Where less than 48 hours’ notice is received no refund applies and a charge may be levied to amend a booking*.

  1. Changes and/or cancellation by Help Handz

Where circumstances dictate, Help Handz reserves the right to alter published services, fees, dates or venues without prior notice. In extreme circumstances, Help Handz may be forced to cancel a service. In such instances a refund of the service fee will be made but no compensation will be paid for any additional costs incurred (for example travel, accommodation etc).

  1. Non-attendance

If you fail to attend the service you are booked without giving the appropriate prior notice to Help Handz, we will be unable to refund the course fees or offer a transfer.

  1. Assessment/examination Course recognition

Some training courses and or Awards are subject to achieving a pass mark on examination or on submission of a portfolio of work. Courses and Awards that are Accredited by external bodies are subject to the requirement of the Awarding Body.

  1. Resists

Dependent on the service purchased and may incur additional charges

  1. Quality Monitoring

Attendees will be asked to complete evaluation forms and to feedback any successes/issues/challenges. Some training courses and or Awards are subject to on-going quality assurance by Help Handz and or the Awarding Body.

  1. Safeguarding

Help Handz have a duty to protect children and vulnerable groups from harm or potential harm. Our Directors, employee, volunteers and contractors follow the London Safeguarding Children’s Guidelines, which includes reporting concerns to local Children’s or Adults Services Departments.

  1. Complaint’s procedure

Should you have a complaint/comment about any Help Handz services, please submit the details of your complaint/comment by email to [email protected]. A copy of Help Handz complaints policy and procedure will be provided on request.

  1. Privacy Notice

Help Handz will hold your data in line with our Privacy Notice. For full details click here to read.