Help and FAQ

Straight after payment you'll see a download button, and you'll also get an email with a download link. Each pack is one .zip file. Save it, then right-click and choose "Extract all" (Windows) or double-click it (Mac).

Check your spam or promotions folder for an email from our checkout provider. You can also re-send your download from the order page link in your receipt. If neither works, email help@wardourclinical.co.uk with your order number.

Email help@wardourclinical.co.uk with your order number and we'll send a fresh link.

We're not currently VAT registered, so UK prices carry no VAT. Your emailed receipt works as an invoice, and you can add your organisation name to it using the link in the receipt.

We sell online by card or PayPal only, so we can deliver instantly.

Microsoft Word and Excel (2016 or later, or Microsoft 365). The files also open in LibreOffice (free) and Google Docs/Sheets, though some formatting may differ.

Open 00_Start_Here, then read the User Guide (00A). It walks you through adopting the pack in 10 steps.

Every item you need to change is in [square brackets] and highlighted yellow. In Word, press Ctrl+F and search for "[" to find them all.

Yes. Insert your logo in the header. The documents use standard Word styles, so you can restyle them all at once.

Yes. Keep them or swap the prefix for your own, as described in the User Guide.

No. CQC doesn't approve templates. The documents are mapped to CQC's key questions, quality statements and the 2014 Regulations to help you show how you meet them. You must adapt and approve them for your own service.

No. The Lab pack refers to clause numbers and titles only. You need your own licensed copy of ISO 15189:2022.

No. These are templates only. You're responsible for adapting, checking, approving and implementing them, and they don't guarantee CQC registration, a rating or UKAS accreditation. Please read the Medical and Compliance Disclaimer.

Our products are for businesses and organisations, such as clinics, labs, phlebotomy services, couriers, sole traders and charities. At checkout you confirm you're buying for a business.

One organisation: the single legal entity named on the order. That includes all of its locations and staff.

Each legal entity needs its own licence. After your first order you'll get an automatic discount code for additional licences. Consultants can't use the packs to serve clients, but you can join our affiliate programme instead.

Yes. Regulators, auditors and commissioners can see your adapted documents.

Yes. 12 months of updates are included. When we update a pack, for example after CQC publishes its new sector frameworks, we email you a download link and a summary of what changed.

You keep everything you've downloaded. If you'd like updates to continue, you can choose the optional annual updates subscription. We'll email you before your free period ends.

Use the "manage subscription" link in any receipt or renewal reminder. Cancelling takes effect straight away for future renewals, and we remind you 14 days before every renewal.

Because the files are delivered instantly at your request, we don't offer change-of-mind refunds once the download has started. If a file is faulty or missing, email us within 30 days and we'll replace it, or refund you if we can't. See the Refund and Cancellation Policy.

We provide support by email only, at help@wardourclinical.co.uk, and aim to reply within 3 working days. We can help with downloading, opening and using the files. We can't advise on your particular service, review your documents or make bespoke edits.