1. Purpose
This policy sets out Toto Logistic Services LTD’s (company number 11631796) fair and transparent approach to cancellations, refunds, and course transfers.
It is designed to comply with the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, Consumer Rights Act 2015, and the requirements of the bodies that approve or certify our courses (such as JAUPT and Pro Trainings UK).
Our objective is to balance flexibility for our learners and clients with the operational requirements needed to run accredited and scheduled courses efficiently.
Consumers and business customers: some parts of this policy apply differently depending on who makes the booking. A “consumer” is an individual booking training for themselves, not for a business. A “business customer” is a company or organisation booking for its staff (for example, an operator booking drivers onto Driver CPC). Consumers have extra legal rights, explained in section 9, and nothing in this policy affects them.
2. Scope
This policy applies to all services provided by Toto Logistic Services, including:
- Driver CPC training
- First Aid training (in partnership with Pro Trainings UK)
- CPD-accredited e-learning courses
- Transport Manager CPC training and examinations
- Transport compliance audits and consultancy services
- Any other professional training or advisory services offered by Toto Logistic Services.
3. General Principles
- Please tell us about any cancellation in writing by email to admin@tlslogistic.co.uk. Consumers may also cancel by any other clear statement (see section 9).
- Refund entitlement is calculated from the date we receive your notice.
- Refunds are made within 14 days of us receiving your cancellation.
- Where third-party fees have already been paid on your behalf and cannot be recovered (for example, Transport Manager CPC exam entry fees), we may deduct them from any refund, including on cancellations with 7 or more days’ notice.
4. Cancellation and Refund Structure
The table below applies to training courses booked by business customers, and to consumers once their 14-day cancellation period has ended (see section 9). Audits and consultancy are covered in section 10.
| Notice period (before the course start date) | Refund entitlement | Administrative fee or deduction |
|---|---|---|
| 7 or more calendar days | 100% refund | No fee |
| 3 – 6 calendar days | 80% refund | 20% fee |
| Less than 3 calendar days | 70% refund | 30% fee |
| No notice / no-show | No refund | 100% fee retained |
Refunds will only be made to the original payer via the original payment method, where possible.
5. Non-Refundable Circumstances
Refunds will not normally be given where:
- The candidate fails to attend or arrives late without prior notice
- Required documentation (e.g., driving licence for Driver CPC courses) is invalid or not brought on the day, so the candidate cannot take part
- Course access credentials for e-learning have already been issued and the materials accessed (see section 9)
- The service has been substantially delivered (e.g., audit work completed or consultancy time spent).
6. Exceptional Circumstances
At the Managing Director’s discretion, refunds or transfers may be considered in the following cases:
- Certified medical emergencies;
- Bereavement of an immediate family member;
- Severe weather or travel disruption preventing safe attendance;
- Any other situation deemed reasonable by Toto Logistic Services.
Evidence may be required before a decision is made.
7. Course Transfers
As an alternative to cancellation, clients may transfer their booking to another date or delegate, subject to:
- Transfer request made at least 48 hours before the original start date;
- Availability on the preferred alternative course;
- One free transfer per booking – further changes are treated as a cancellation under section 4.
8. Cancellations by Toto Logistic Services
Toto Logistic Services may cancel a course or service in the event of:
- Insufficient enrolments;
- Trainer illness or unavailability;
- Force majeure (such as extreme weather or regulatory closure).
In such cases, you can choose either:
- Full refund of fees paid, or
- Transfer to the next available date at no extra cost.
We will tell you as soon as possible if we need to cancel.
We are not responsible for travel, accommodation or other costs you have arranged, so we recommend booking refundable travel. This does not affect your statutory rights.
9. Consumers: Your 14-Day Right to Cancel
If you are a consumer and you book a course online, by phone or by email (rather than face to face), you have a legal right to cancel within 14 days of booking, without giving a reason. This is the “cooling-off period” under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.
If you cancel within the 14 days and your course has not started, you will receive a full refund. If, at your request, your course starts within the 14 days and you then cancel, we may charge for the part of the course already delivered.
To cancel, tell us clearly by email to admin@tlslogistic.co.uk, by phone or in writing. You can use the model cancellation form at the end of this policy, but you do not have to. We will refund you within 14 days of receiving your cancellation, using the payment method you used to pay.
Once the 14 days have passed, the cancellation charges in section 4 apply.
E-learning and digital courses: you also have 14 days to cancel. If you want access straight away, we will ask you at checkout to confirm that you agree to access starting within the 14 days and that you understand you lose your right to cancel once access is given. We will confirm this in your booking confirmation email. After that, the course is non-refundable.
10. Audits and Consultancy Services
For compliance audits and consultancy services booked by business customers, these terms apply instead of the table in section 4:
- Cancellations with more than 5 working days’ notice – full refund, less any non-refundable costs already incurred for your visit.
- Cancellations within 5 working days – refund less a charge for the time and preparation already carried out.
- Where site access is denied or information is not provided, additional charges may apply for rescheduling.
11. Data Protection
All personal data relating to bookings, payments, and refunds is handled in accordance with the UK GDPR and our Privacy Policy.
Card payments are processed securely by a third-party payment provider; we do not see or store your full card details.
12. Review and Monitoring
This policy will be reviewed annually to ensure continued compliance with UK consumer law and training body requirements.
Feedback from learners and clients is encouraged to help improve our customer experience.
This policy does not affect your statutory rights as a consumer.
Reviewed and approved by: Madalin Zorzoliu, Managing Director, Toto Logistic Services LTD
Date: 10/10/2026 (version 1.1)
Toto Logistic Services LTD is a private limited company registered in England and Wales, company number 11631796, registered office 37 Reynolds Avenue, Maidstone, ME17 3GW.