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In the event of course postponement/cancellation the fees are strictly as follows:

• More than 14 days = 20% of total course cost chargeable
• Between 14 and 7 days = 50% course cost chargeable
• Within 7 days = 100% course cost chargeable
• In the event of postponement/cancellation of accommodation, there shall be no charge if 48 hours notice is given
• Less than 48 hours notice incurs the full accommodation cost
• All cancellations must be in writing
• Non-attendance on the day shall be chargeable for the full rate of both training and accommodation
• Non-completion of courses shall be chargeable at the full rate

You will receive joining instructions via email prior to your course, which will explain what time to arrive, what to bring with you, etc.

Certificates are sent out digitally. The average lead time for certificates is 2-4 weeks.

If you require your certificate sooner, please let us know when booking or let your instructor know at the beginning of your course.

If you have completed an online course, your certificate is available to download immediately, on successful completion of the course. Select your percentage score and you will be asked to print or save as a PDF document.

Medical certificates are emailed within five working days of your appointment.

If you are taking part in a practical training course, you will be required to bring safety boots, warm suitable clothing, gloves and some form of ID. For classroom/theory based courses, you will only be required to bring ID.

Lunch is not currently provided.

Both courses are approved by Arqiva however, if you are going onto Arqiva sites, the online course is only approved as a refresher; you must have completed a classroom-based course previously.

We do offer training on a weekend, however, as a company closed course only (additional charges will apply). We don’t offer any open courses at the weekend. Please contact our training office if you wish to book weekend training on 0330 390 0822 or email training@arcoservices.co.uk

You can do this by booking onto a Tower Rescue course. You will automatically be assessed for Advanced Climber on a Tower Rescue refresher course. You must hold a valid Advanced Climber certificate to take part in this course.

You will need to bring with you safety shoes/boots, warm suitable clothing and gloves. All other PPE items will be supplied by Arco Professional Safety Services, eg. harness, lanyards, helmets, etc.

• Standard delivery (2-3 days) – £2.99
• Heavier items – £4.99
• Expedited (next day delivery) – £7.99*
• Saturday delivery – £22.80

*Please note, if you wish to receive your order the following day it must be placed before 1pm. If you have purchased a kit, it may not always be possible to despatch for next day delivery subject to build time. Please contact us if you are unsure.

Free courier delivery for any orders over £90 (not guaranteed next day).

Unfortunately we can not ship internationally from our website.

Orders are only despatched Monday to Friday.

If you're a first-time customer and you need us to deliver to an address that's different to your billing address, you will need to contact us.

The easiest way to do this is to place your order using only your billing address and then email us at sales@arcoservices.co.uk or call us on 0330 390 0822 with your order confirmation number and desired delivery address.

Please consider this amendment as still pending until you have received confirmation from one our sales team.

In the rare event your order has not arrived with you within the expected delivery time and you haven't heard from us, please contact us on 0330 390 0822 or email info@arcoservices.co.uk and we will investigate immediately.

If any item you have chosen is unavailable, we'll contact you by email or post. Out of stock goods marked ‘To Follow’ on your delivery note will be forwarded automatically — you don’t need to contact us again.

You can pay by VISA, Master Card, Switch, Maestro, Solo, JCB or VisaElectron.

We are unable to accept cheques, cash or postal orders via the website. It is imperative that you provide the cardholder’s name as it is shown on the card, and address exactly as it appears on the card statement.

No responsibility can be taken by Arco Professional Safety Services Ltd for incorrect or incomplete details submitted to our website. Orders without this information won't be successfully processed.

Card fraud is illegal and perpetrators will be prosecuted in all cases. Payment will be taken in GB pounds (£) and (if applicable) you will be charged the appropriate exchange rate at the time of payment.

If you wish to return all or part of your order this must be done within 30 days of receipt. Please ensure you include your order reference number and name so we might identify the goods upon their arrival. Manufacturer packaging must be present and intact where possible.

See our returns and refunds page for further information.

Please note that some returns may be subject to a restocking fee. Bespoke or customised items do not have the benefit of our returns policy and may only be returned in accordance with our terms and conditions of supply of goods.

With the exception of faulty goods, items must still be unused, have their original packaging and labelling, and be accompanied by the original delivery note. Nothing in these conditions affects your statutory rights as a consumer. The card used for the purchase will be credited with the original purchase amount (less any delivery charge paid where appropriate). Custom or personalised items are not returnable. This does not affect your statutory rights as a consumer.

For unwanted items:

If the goods have been dispatched as ordered but are unwanted, then they can be returned to us providing they are unused within 30 days of the purchase order for a repayment or exchange. Any delivery charges incurred are non-repayable.* (*applies to internet sales to consumers only)

For faulty goods:

If your goods are defective simply return the item to us. If we find upon inspection that the goods are deemed defective, we will refund the cost of the goods and delivery. Should you wish to discuss the potential fault or product specification then please call our Customer Service Team on 0330 390 0822 for further advice and support.

Once your return has arrived with us, one our sales team will contact you to proceed. Please note we will not issue refund or exchange until the returned goods have arrived with us. If you have any questions or have misplaced your returns form please contact us by email at info@arcoservices.co.uk or by phone on 0330 390 0822 and we will be more than happy to assist.

To return your product, please mail to:

Online Sales, Unit 5, Raleigh Hall Industrial Estate, Swynnerton Road, Eccleshall, Stafford, ST21 6JL

You will be responsible for paying for your own shipping costs for returning your item if it is not faulty. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

Depending on where you live, the time it may take for your exchanged product to reach you may vary.

If you are returning more expensive items, you may consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.

Please see our returns and refunds page for further information.

Once your return has arrived with us and is inspected, one our sales team will contact you to proceed. Please note, we will not issue a refund or exchange until the returned goods have arrived with us.

Once your return has been received and processed, your refund will be with you within 14 working days.

If you haven't received your refund yet:

1. Check your bank account again.
2. Contact your credit card company. It may take some time before your refund is officially posted).
3. Contact your bank. There is often some processing time before a refund is posted.
4. If you’ve done all of this and you still haven't received your refund, please contact us by email at info@arcoservices.co.uk or call us on 0330 390 082.

We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at info@arcoservices.co.uk and send your item to:

Unit 5, Raleigh Hall Industrial Estate,
Swynnerton Road,
Eccleshall,
Stafford
ST21 6JL