Learner Policies & Support

Version 1.0 | Effective from 1 September 2026

These Learner Terms and Conditions apply to training, qualifications and learning services provided by OSHTREE. They are intended to make the enrolment, payment, learning and support arrangements clear before a learner commits to a course. Any course-specific conditions will be provided before payment and will form part of these Terms.

1. Enrolment and Eligibility

Learners must provide accurate information during enquiry and enrolment and must meet any entry, experience, age, identification or English-language requirements stated for the course. OSHTREE may request evidence of eligibility before confirming enrolment or registration with an external awarding organisation.

2. Course Information

Before enrolment, OSHTREE will provide or make available the key course information, including the course title, delivery method, expected duration, assessment method, fees, major entry requirements, study commitment and the support available. Learners should review this information before making payment.

3. Fees and What Is Included

The course fee and what it includes will be confirmed before payment. Depending on the course, this may include tuition, learning materials, LMS access, tutor support, assessment support and/or registration or certification charges. Any additional or optional charges will be identified separately. Fees charged by an external awarding organisation or other third party may be non-refundable once OSHTREE has paid or committed those charges on the learner’s behalf.

4. Payment

Payment must be made in accordance with the invoice, payment plan or enrolment confirmation. Where instalments are agreed, all instalments remain payable on the agreed dates. OSHTREE may temporarily suspend access, support or registration activity where an overdue payment remains unresolved after reasonable notice.

5. Cancellation and Refunds

A learner who wishes to cancel must notify OSHTREE in writing. Unless different course-specific terms were clearly provided before payment, the following will apply:

  • If cancellation is requested within 7 calendar days of payment, and course access, teaching and external registration have not started, the course fee will be refunded in full.
  • If cancellation is requested after 7 days but before the course starts, OSHTREE may deduct reasonable administrative costs and any non-recoverable third-party charges already incurred.
  • Once teaching, LMS access, assessment activity or external registration has started, any refund will be calculated after deducting the value of services already provided and any non-recoverable third-party charges.
  • No learner will be charged for services that OSHTREE has not provided where OSHTREE cancels a course and no acceptable alternative is offered.

Nothing in these Terms limits any mandatory rights available to the learner under applicable law.

6. Deferment and Course Transfer

For scheduled courses, a learner may request one deferment to a later available intake by contacting OSHTREE before the original course start date. Approval is subject to availability, course validity and any costs already incurred. A transfer or deferment may attract an administrative charge where this was stated before enrolment. Further changes may be treated as a cancellation. For self-paced courses, the relevant access and completion period will be stated before enrolment.

7. Course Access and Tutor Support

The period of LMS access, tuition and tutor support will be stated in the course information or enrolment confirmation. Learners are responsible for completing their work within that period. Where an extension is available, any conditions or fees will be communicated before the extension is accepted.

8. Changes or Cancellation by OSHTREE

OSHTREE may make reasonable changes to timetables, tutors, delivery arrangements or learning materials where necessary to maintain continuity or quality. If OSHTREE cancels a course, learners will be offered an appropriate alternative, transfer or refund for the affected service. OSHTREE will not make changes that materially reduce the qualification or service purchased without informing the learner.

9. Learner Responsibilities

Learners are expected to participate appropriately, complete required learning and assessment activities, meet deadlines, maintain respectful conduct, protect their login credentials and keep their contact details up to date. Learners must submit their own work and follow all applicable assessment and academic integrity requirements.

10. Assessment and External Awarding Organisations

Where a course leads to a qualification issued or regulated by an external awarding organisation, learners may also be required to comply with that organisation’s current rules, assessment requirements and policies. Registration, assessment dates, results and certification may depend on the external organisation’s processes and timescales.

11. Reasonable Adjustments and Special Consideration

Learners who require an adjustment or support because of a disability, medical need or other relevant circumstance should contact OSHTREE as early as possible. Requests will be considered fairly and, where an external awarding organisation is involved, will be managed in accordance with the applicable rules and evidence requirements.

12. Academic Integrity and Malpractice

Plagiarism, falsification, impersonation, unauthorised collaboration, misuse of artificial intelligence, fabrication of evidence and other forms of academic or assessment malpractice are not permitted. Suspected cases may be investigated and may result in corrective action, withdrawal from assessment, suspension or referral to the relevant awarding organisation.

13. Complaints and Appeals

Learners may raise a complaint about OSHTREE’s service or, where applicable, an appeal about an assessment decision using the relevant OSHTREE procedure. Learners will be told how to submit the matter, how it will be reviewed and any further escalation route that applies.

14. Data Protection

OSHTREE will process personal information in accordance with its Privacy Policy and applicable data-protection requirements. Where necessary for registration, assessment, certification, quality assurance, compliance or investigation, relevant learner information may be shared with the applicable awarding organisation, regulator, quality assurance body or authorised service provider.

15. Learning Materials and Intellectual Property

Course materials supplied by OSHTREE are for the learner’s personal study unless stated otherwise. They must not be copied, sold, published, uploaded, distributed or used commercially without permission. Learners retain ownership of their own original work, subject to any assessment, quality assurance and record-retention requirements.

16. Suspension or Termination

OSHTREE may suspend or terminate enrolment for serious misconduct, fraud, malpractice, threats to staff or learners, repeated non-payment, misuse of systems or serious breach of these Terms. Where practicable, the learner will be informed of the reason and given an opportunity to respond before a final decision is made.

17. Events Outside Reasonable Control

OSHTREE will take reasonable steps to minimise disruption caused by events outside its reasonable control, including technology failures, severe weather, public emergencies, regulatory changes or actions of third parties. Where a service cannot reasonably be provided, OSHTREE will communicate the available alternative arrangements.

18. Acceptance and Contact

By completing enrolment or making payment after receiving these Terms, the learner confirms that they have read and understood the applicable course information and these Learner Terms and Conditions. Questions about these Terms should be raised with OSHTREE before enrolment or payment.

These Terms should be read together with the OSHTREE Privacy Policy, Complaints Procedure and any course-specific information provided before enrolment.