Terms for individual learners

These terms apply when you buy training from rTriibe for yourself. If you are buying seats for other people, such as for a school, an agency or a group of companies, the organisation terms apply to that purchase instead, and they are a separate agreement. Where a person is using a seat their employer paid for, these consumer terms do not govern the purchase; the organisation terms do.

Who you are contracting with

RTRIIBE LTD ("rTriibe"), the company that runs rTraining. It is registered in England and Wales with company number 12065235, and its registered office is Level One Basecamp Liverpool, 49 Jamaica Street, Liverpool, England, L1 0AH. Our VAT number, where one applies, is shown on your receipt. You can reach us at training@rtriibe.com.

These terms and the cancellation and refunds policy together make up your agreement with us. The privacy notice explains how we handle your personal data; it is not part of the contract. Nothing in them takes away rights you have as a consumer under the Consumer Rights Act 2015 or the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

What you are buying

You are buying access to online training courses and, where a course awards one, a certificate recording that you completed it. You are not buying a physical product and there is nothing to post.

There are two ways to buy:

• A single course. You pay once and get access to that course.
• A subscription. You pay monthly for access to a range of courses. Premium covers every course in the catalogue. Basic covers most of them, but not a course marked as Premium only, and a course that carries an accreditation is Premium only unless its course page says otherwise. The current prices and what each plan covers are shown before you buy. Prices shown to customers in the United Kingdom include VAT.

A course may carry an accreditation from an awarding or accrediting body. Where a course carries one, the course page names the body and the reference. No course carries an accreditation yet: our application to the CPD Standards Board has not been decided. Accreditation is not always CPD: it may be a nationally recognised qualification, a regulated award, an endorsement, or none at all. We say which on the course page and on the certificate, and we do not describe a course as accredited when it is not.

How long your access lasts

• A single course purchase gives you access with no end date, starting when your payment is confirmed. (A purchase made before 23 September 2026 on which you chose to keep your 14-day cancellation right started 14 days after you bought it.)
• A subscription gives you access for as long as the subscription is paid and running. If it stops, access to the courses stops with it.
• Access starts when you pay. Before you pay, the checkout asks you to tick "Start my access now. I understand I lose my 14-day right to cancel once my access starts." You cannot pay without it, and the 14-day cancellation right ends when your access starts. The cancellation and refunds policy explains this.
• Notice period. Both plans are monthly. If you have opened a course or started an assessment in the last 12 months, cancelling takes 3 months' notice: you keep access and pay for those 3 months. The plan ends at the end of the billing period that contains the date 3 months after you cancel. This counts anything you did in those 12 months, including before this subscription began, so if you used the training recently and subscribe again, the notice applies from the start. If you have not opened a course or started an assessment in the last 12 months, cancelling ends the plan at the end of the period you have paid for. We show the notice period beside the price before you pay, and your billing page shows the end date and the payments left before you confirm a cancellation. It does not affect your 14-day right to cancel, which is explained in the cancellation and refunds policy. Moving between Premium and Basic does not change the notice period.
• A discount for staying. When you go to cancel a subscription we may offer you 50% off it for your next 12 monthly payments instead. We make that offer once per person. It does not lengthen your subscription or any notice period, and when the 12 payments are up the plan returns to its full price without anything further from you. The cancellation and refunds policy sets out who it is offered to and how it works.
• If a payment fails, your access carries on for seven days from the first failed payment while we try the card again. If it has not been paid by then, the plan's courses pause until you pay what you owe: the payment that failed and any that have fallen due since. Paying opens them again straight away. We email you when it fails, the day before access pauses, and when it does. A failed payment does not end your plan. If you would rather leave, cancel it, and the notice period above applies as it would at any other time.
• If you dispute a payment with your bank and the dispute is decided against us, the course or plan that payment was for ends. Your training record and certificates are kept.
• If you are still paying for one of our older training plans, subscribing to rTraining sets it to end at the close of its current billing period, so you do not pay for both. Nothing already paid for it is refunded, and we tell you before you pay.

Your training record does not expire. Certificates you have earned, and the history behind them, stay in your account whether or not you still have access to the course that produced them, and whether or not you still subscribe. An inspection or an audit can reach back years, and you need to be able to show what you did.

If we have to withdraw a course, because the law it teaches has changed or an accreditation it carried has lapsed, we will tell you. If you have not yet finished it, we will either give you access to the replacement course at no extra cost or refund you in proportion to what you did not use.

What you need to take a course

You need:

• A device with a modern web browser, kept reasonably up to date. The current versions of Chrome, Edge, Firefox and Safari are supported.
• An internet connection able to stream audio. A course is usable on a phone, though a longer course is easier on a larger screen.
• Sound, or headphones, if you want the narration. You do not need them. Every course is written to be completed in silence: the text is the course and the narration is a second rendering of the same words. Narrated sections carry captions and a transcript.
• An email address you can receive mail at, because that is how we confirm your account and send your certificate.

We do not require a particular operating system, and we do not install anything on your device beyond ordinary browser storage.

Assessment

Most courses end in an assessment. The pass mark for a course is shown before you start it. How assessments are built and marked is set out in the assessment policy, and how to appeal a decision in the appeals policy.

• Questions are drawn from a larger bank against a published blueprint, so two attempts at the same course will not be identical.
• Some questions are marked critical. A critical question covers something that would be dangerous to get wrong, so getting one wrong means you have not passed even if your overall score is above the pass mark. Where that happens we tell you which topic to go back to.

If you do not pass

If you do not pass, you keep your access and your place in the course. We tell you which sections the questions came from so that you can go back over them, and then you can try again.

Your score, your answers and your attempt history belong to you. If an organisation sponsored your training, it sees whether you passed and it sees the certificate. It does not see your answers, your score, or how many attempts you took.

Attempt limits and lockouts

Most courses allow unlimited attempts. Some do not, because unlimited guessing at a question bank is not evidence of competence and an awarding body may require a limit. Limits are set course by course, and a course may set either or both of these:

• Attempts before a pass. The number of attempts you may fail before you pass. A pass is never counted against you, and passing starts the count again, so you can always take a course over once you have passed it.
• Fails in twelve months. If you fail a course's assessment this many times within any twelve months, the assessment is locked, whether or not you passed in between.

Reaching either limit locks that course's assessment for the lockout period the course sets, twelve months unless the course says otherwise, counted from the day of the attempt that reached it. When a lockout ends, the count starts again.

What counts is an attempt you submitted and did not pass. An attempt you cancelled before submitting, or one we set aside, does not count. Your score is never part of the rule: it is only whether the attempt passed.

• The limits are shown on the course page before you start, and again on the assessment page with how many attempts you have used.
• If you are locked out, the course page and the assessment page tell you why and the date you can try again. You keep access to the course material during the lockout, as long as your access to the course continues.
• If you are locked out and need help, email training@rtriibe.com. We may lift a lockout early, for example as a reasonable adjustment, after extra support, or where something went wrong at our end. A lift is recorded on your account with the reason for it.
• A lockout does not pause or end a subscription. It carries on, and is billed, as normal, and you can cancel it under the usual rules in the cancellation and refunds policy. If a single course you bought outright stays locked for the whole lockout period, you can ask us to extend your access to it: see that policy.

If a course you have bought turns out to have a limit that was not shown to you before you bought it, tell us and we will treat that as a fault.

Certificates

When you pass, we issue a certificate with a unique number. It records the course, the version you took, the date, and the accreditation the course carried at the time, captured as it was on the day, so your certificate stays true even if the course is later changed or withdrawn.

• Validity. Some certificates carry an expiry date and some do not. Where one does, the date is on the certificate and the reason is on the course page: it is either a statutory refresh period, an awarding body's rule, or the accepted convention in that sector. We cite which. We do not invent an expiry date to sell you the course again.
• Renewal. Renewing means retaking the current version of the course. It is a new purchase or a continuing subscription rather than a fee for reissuing a document. Where the guidance has moved on since you last took it, the current version will differ from the one you took.
• Downloading and correcting. You can download your certificate as often as you like, free, for as long as you have an account. The first download comes after a short end-of-course feedback form. If a detail on it is wrong (your name is spelled wrongly, for instance), tell us and our staff will correct it and send you the corrected copy.
• Withdrawal. We may withdraw a certificate if it was obtained by someone other than the named person, or by breaking the rules in the next section. We record the reason and email it to you, and you can challenge it. While it is withdrawn, anyone checking its number is told it is withdrawn, and nothing more: the reason is not shown publicly. If we find we were wrong, we reinstate it.

Sharing your record

You can create a link that shows another person or organisation your training record, which is useful when an agency places you with a client. You control the link, you can set it to expire, and you can withdraw it at any time. Withdrawing a link does not remove records an organisation already holds under its own arrangements; the privacy notice explains that difference.

Using the platform

A training record is only worth something if it is honest, so:

• Do the course yourself. Your account is yours. Do not let anyone else use it, take an assessment as you, or sit beside you supplying answers.
• Do not share or publish the questions. Copying, recording, screenshotting or reposting assessment questions damages every certificate the course has ever issued, including yours.
• Do not copy the course material. You may read it, print a section for your own use and quote it with attribution. You may not republish it, sell it, translate it, use it to train a machine learning model, or build a competing course from it.
• Do not attack the platform. No scraping at scale, no probing for weaknesses, no attempt to reach another person's record, no automated downloading of audio or images.
• Be civil. If you contact us or take part in anything where other learners can see you, be decent about it.

The acceptable use policy sets these rules out in full, including the rules for Ask and for organisation administrators.

If you break these rules we may suspend your access while we look into it. If we conclude that a certificate was obtained dishonestly we will withdraw it and tell you why; the malpractice policy says how. We will not withhold your record while a dispute is unresolved unless the record itself is what is in dispute.

Faults and liability

If a course does not work as described (a section will not load, the narration is missing, an assessment will not submit), tell us at training@rtriibe.com and we will put it right. If we cannot, you are entitled to a refund under the cancellation and refunds policy and under the Consumer Rights Act 2015.

Training tells you what the rules are. It does not do your job for you and it is not advice about a particular situation. Nothing here makes us responsible for a decision you or your employer take, and no course is a substitute for the regulator's own guidance or, where a situation is serious, for professional advice.

We are responsible for loss or damage you suffer that is a foreseeable result of our breaking these terms or failing to use reasonable care and skill. We are not responsible for loss or damage that was not foreseeable. We supply training for your own development, so we are not responsible for loss of profit, loss of business or business interruption. Nothing in these terms limits our liability for death or personal injury caused by our negligence, for fraud, or for anything else that cannot be limited by law, and nothing in them affects your statutory rights.

Changing these terms

We may change these terms, usually because the law or an awarding body's rules have changed. If a change materially affects you we will tell you by email before it takes effect. For a subscription, a change takes effect at your next renewal, and if you do not accept it you may cancel before then. For a course you have already bought, the terms you agreed to at the time continue to apply.

Closing your account

You may close your account whenever you like. Choose Ask us to close your account under Help in your account, or write to training@rtriibe.com. Our staff carry out the closure; there is no button that does it on the spot. There are two ways to close it, and they are not alike, so the form asks which you want.

• Archive. The account is closed and you can no longer sign in to it. Your email address is released, so you can use it for a new account. Your attempts and certificates stay on the archived account and still verify: anyone you gave a certificate number to can still check it.
• Delete. You are erased. Your account, your training record and your certificates are deleted, and a certificate you have already handed to somebody stops verifying. We also remove your address from our log of the emails we sent you, and delete your customer record with our payment provider unless it is also used for something else you buy from us. Any appeals you made are deleted too. Orders are kept, without your name, for our accounts. Your support requests go too, and so do your profile photo and any copies of other certificates you uploaded. A plan that is still running, including one working through its notice period, must have ended before an account can be deleted. This cannot be undone.

Before you ask for either, download your certificates and your training record, because closing the account removes your access to them.

Some things survive either kind of closure:

• An organisation's evidence. Where an organisation sponsored your training, the evidence packs it has already exported keep your name, the course, the date and the certificate number as they stood on the day. They are its record of its compliance, held on its own lawful basis, and we cannot delete them on your instruction. If you ask for your account to be deleted, the live record the organisation sees in rTraining, and your certificate's verification, go with it.
• Records the law requires us to keep. Financial records, for as long as tax law requires.

What else is kept, and for how long, is in the privacy notice and the data retention schedule.

If something goes wrong

Write to us first at training@rtriibe.com. Most problems turn out to be a misunderstanding and are sorted out quickly. How quickly we acknowledge and decide a complaint is set out in our complaints and appeals procedure.

If we cannot agree, these terms are governed by the law of England and Wales, and you may bring a claim in the courts of England and Wales. If you live in Scotland or Northern Ireland, you can also bring a claim in your local courts, and the consumer protections of the law where you live still apply to you.

We do not belong to an alternative dispute resolution scheme. If we cannot settle your complaint, we will tell you so in writing. You can also complain to Trading Standards through Citizens Advice.

If you buy from outside the United Kingdom

We also sell in the United Arab Emirates, priced in dirhams, and the checkout does not stop a buyer from another country. Our courses are written against the law of the United Kingdom. Outside it they are sold as continuing professional development, and a course page does not tell you that a UK legal duty applies to you where you are.

• Which law governs these terms, and where a claim can be brought. These terms are governed by the law of England and Wales wherever you live, and a claim can be brought in the courts of England and Wales.
• Your consumer rights where you live. You keep any consumer protection that the law of the country you live in gives you and that cannot be taken away by agreement. Nothing in these terms takes it away.
• The 14-day cancellation right on the cancellation and refunds page is written to UK law. We give buyers outside the United Kingdom the same cancellation terms as buyers in it.
• Tax on your purchase. We do not charge UK VAT on sales outside the United Kingdom.
• How your data is handled if you are outside the UK is in the privacy notice.