This policy covers fees paid directly to Occupational Safety, Health & Environment Management Board Ltd ("OSHEM") — partnership fees, certificate issuance fees, and Approved Trainer credential fees. It does not cover tuition or course fees paid to a partner institute: those are governed by the institute’s own terms, and learners should contact their training provider directly.
Before release: a certificate release request may be cancelled at any time before the certificate is released, and any fees already paid for that request will be refunded in full.
After release: once a certificate has been issued and released, the issuance fee is non-refundable, because the certification service has been fully performed and the certificate entered into the public verification register.
Our error: if a certificate is issued with an error caused by OSHEM, we will correct and reissue it free of charge. If a duplicate payment is taken for the same certificate, the duplicate will be refunded in full.
Application declined: if OSHEM declines a partnership or Approved Trainer application after review, the annual fee is refunded in full.
Cancellation after approval: annual fees may be cancelled with a full refund within 14 days of approval, provided no certificates have been issued under the partnership in that period. After 14 days, or once certification activity has begun, annual fees are non-refundable for the remainder of the term.
Renewals: renewal invoices may be cancelled without charge any time before the renewal date. Fees paid for a renewal term that has not yet started are refundable in full on request before the term begins.
Approved refunds are returned to the original payment method — the card used via our secure payment facility, or the originating bank account for transfers — within 5–10 business days of approval. Refunds are made in Pounds Sterling; OSHEM is not responsible for exchange-rate differences or intermediary bank charges on international transfers.
Email info@oshem.co.uk from your registered contact address, quoting your payment reference (for example the OSHEM release reference or invoice number) and the reason for the request. We acknowledge refund requests within 2 business days and decide them within 10 business days.
Fees are not refundable where a certificate is revoked for malpractice, maladministration, or misrepresentation by the partner or learner. If a payment is disputed with your card issuer while a refund request is open with us, the refund process is paused until the dispute is resolved. We encourage contacting us first — genuine issues are resolved faster directly.
Nothing in this policy limits rights that cannot be excluded under applicable law, including UK consumer law where it applies. This policy is governed by the laws of England & Wales.