Terms & Conditions

Welcome to our Terms & Conditions. This page contains Terms & Conditions for purchasing Training, Membership, Events or any other products/services related with SDI. Please scroll to the relevant section to read the Terms & Conditions for the product/products you are purchasing. Thank you.

Questions or need help?
+44 (0) 1689 889100
[email protected]


Purchase Order
A purchase order (PO) is an official document a buyer sends to a seller. The purchase order binds the buyer to a promise to pay the seller for designated products at a future date. The purchase order form itself specifies the types and quantities of each product. Purchase orders are beneficial to both parties involved.

If a purchase order is required by your organization, enter this in the designated field when completing your online order at checkout.

If a purchase order (PO) is NOT required by your organization, select the option stating ‘No, PO number not required.’ By selecting this option, you are confirming the purchase of the product/products in your basket once you complete the online checkout process and will be invoiced according to the details provided in your online order.


Can be made by e-mail, on-line, or by telephone subject to email confirmation of the discussion.


If there is a need to cancel a confirmed booking, written notification is required by e-mail to [email protected]  and your account manager and will only be confirmed as ‘cancelled’ after SDI has emailed to confirm. Please note that telephone cancellations will not be accepted.

Cancellations and non-attendance are subject to the table below. If payment has already been received by SDI, then no refund will be given.

All refunds will be for the amount that SDI received (i.e., if you have deducted bank charges for example, this amount after the deduction of charges will be paid back to you).


Customers may substitute the original delegate with another delegate at no extra charge. Written notification is required.


You may change the date of a booked training course only once, however, transfers are subject to certain charges as per the below table. Written notification is required.


All training course fees must be paid in full prior to attendance of the training course unless mutually agreed in advance. Our standard payment terms are 30 days.

If payment has not been received or your payment has not cleared SDI’s bank, you will not be entitled to attend the training course unless agreed by SDI. If you have elected to pay by BACS, proof of payment will be required from your bank prior to attendance.


SDI’s training discount is only applicable if an organisation is a fully paid member of SDI at the time of training.  If the organisation is not a fully paid member of SDI at the time of training, then the non-member price for the training will be charged.


All overseas delegates attending an SDI training course will be required to pay for their training course in advance by BACS or credit card.


SDI reserves the right to amend training content, tutor, venue, time, date, published price or to cancel or postpone a training course. In addition, changing from an in-person course to a virtual training course. Any changes will be advised before the training course start date.


SDI shall have no liability to the Customer under this Agreement if it is prevented from or delayed in performing its obligations under the Agreement, or from carrying on its business, by acts, events, omissions or accidents beyond its reasonable control, including, without limitation, strikes, lock-outs or other industrial disputes (whether involving the workforce of the SDI or any other party), failure of a utility service or transport or telecommunications network, act of God, war, riot, civil commotion, malicious damage, compliance with any law or governmental order, rule, regulation or direction, accident, breakdown of plant or machinery, fire, flood, storm or default of suppliers or sub-contractors, provided that the Customer is notified of such an event and its expected duration.


Special requirements and dietary requirements can be met and arrangements for personal religious worship or disabled delegates can be easily made. Simply state your requirements at the time of booking and we will make all the necessary preparations prior to training.


A percentage of the full training course fee is payable for transfers and cancellations in accordance with the schedule below.

The number of days’ notice required to ‘transfer’ or ‘cancel’ a training course is as follows:


Days’ Notice Required Transfer Fee Cancellation Fee
61+ days No charge No charge
31 – 60 days 25% 25%
15 – 30 days 50% 50%
2-14 days 75% 75%
Failure to notify within 2 working days 100% 100%
Failure to attend transfer fee 100% 100%


In the unlikely event that you wish to complain about any aspect of our service, including but not limited to, training course content, training course delivery or training courses trainers, you may do so by sending an email to [email protected] and your account manager. You will receive a response from a member of the executive team within 28 days.


Should you be advised that you have failed an exam, you may wish to appeal the result. If this happens, please put your appeal in writing by sending an email to customerservice@peoplecert.org

These terms and conditions form a contract between the Service Desk Institute (“SDI”) and you as a member of SDI.

SDI is the global professional body for Service Desk Professionals.

Please read these terms and conditions carefully before applying to become an SDI member. In consideration of SDI accepting your application to become an SDI member and allowing you to access the site, you agree to be bound by these terms and conditions.

Membership Benefits

Membership of the SDI will provide you with one of three levels of membership: Professional (Individual), Team or Corporate.

Dependent on the level of membership you choose, as an SDI member you will receive a wide range of benefits such as:

  • Full access to the members’ area of the SDI website
  • A variety of resources to support you and your Teams development
  • For Corporate membership the right to use the SDI logo for promotional activity for the duration of your membership
  • A number of free places at SDIs events linked to your level of membership
  • The ability to exchange knowledge and professional experiences with the SDI community.

To confirm: Membership packages vary according to the level of membership.

We reserve the right to change the benefits that apply to SDI membership at any time without prior notice.

Members can use the appropriate SDI membership logo in the following ways:


  • Own personal emails, letters and communications for the duration of your membership


  • Any person working in a Service Desk based on the site where the membership applies. This can be for emails and internal communications within the business for the duration of the membership


  • Can be used by anyone within the organization and by the organization itself to use for promotional purposes (e.g. on your corporate website) for the duration of the membership.

Cooling off Period

You have a five (5) working days cooling off period, from the date of confirmation of your “New Membership” in which to cancel your subscription without penalty.  Once you start making use of your membership either by accessing a discount, downloading a report or booking an event, we are unable to cancel your membership until the renewal is due. You must notify us of your wish to cancel in writing by contacting the SDI team at [email protected].

Right to refuse applications or downgrade applications

We reserve the right not to fulfil, or to cancel, your application if we are unable to obtain payment authorization from the issuer of your credit/debit card or payment by other means.

If your membership application is accepted, but we subsequently discover that any or all of the information provided by you was misleading or false, we reserve the right to revoke your membership with immediate effect, without the right of appeal.

Renewals: Cancellations and Refunds

If you wish to cancel your membership you must inform us when you receive the renewal invoice. This notice should be provided directly to us in writing by email prior to the commencement of your membership.

Once renewal of your membership has occurred, it will still be possible to cancel your membership only if you have not used any of the membership benefits. SDI is not obliged to offer a refund if notice has not been given.

Price information

By agreeing to these terms and conditions, you agree that you will pay us the fees set out on the order form page of the Site. Fees displayed on this page will prevail at all times in relation to membership orders placed online.

We reserve the right to increase the price of your membership from time-to-time, and any such amendments will be on the order form page of the Site.  If you are a current SDI member, you will be informed of any fee increase in your renewal letter. If we discover an error in the price of your membership subscription, we will inform you as soon as possible.

Credit/Debit Card Payment

If you are not using your own credit/debit to pay for your membership fee, you must ask the permission of the credit/debit card holder before entering the payment details.

When you apply to become an SDI member either online or verbally, you are confirming that you have obtained the express prior permission of the credit/debit card holder.


The Site may contain links to other websites, which in turn may contain material that has been produced by third parties not affiliated with SDI.  We have no control over those other websites and accept no responsibility or liability for information or content provided on such websites.


We may change these terms and conditions at any time upon giving you 14 days prior written notice. The most recent edition of these terms and conditions will be binding upon you.

The SDI Brand

The “Service Desk Institute” trade mark is owned by SDI and nothing contained on the site or these terms and conditions shall constitute the grant of a license to use such trade mark.

Governing Law and jurisdiction

These terms and conditions are governed by English law. You hereby irrevocably submit to the exclusive jurisdiction of the English courts notwithstanding the jurisdiction where you are based.

Queries, Comments and Complaints

SDI will respond to any complaint or query received within five (5) working days. SDI will acknowledge that we have received your communication and investigations are being carried out.

If you have any queries, comments or complaints about your subscription please contact the SDI team on [email protected].


Bookings – General

SDI have the right to refuse event bookings from non-sponsor vendors, consultants or competitors at our discretion.

Bookings – Members

SDI Members may use free event places from their membership benefits. However, complimentary member event places are subject to availability. Ticket prices will apply once you have used all your member benefits.


You may substitute an original booked delegate with another delegate at no extra charge. Written notification within 2 working days of the event is required to substitute a delegate.

Bookings substitutions can be made as follows:

Email: [email protected]
Telephone: +44 (0) 1689 889100
Online: www.servicedeskinstitute.com

Cancellation Policy

Written notification of cancellation is required at least 7 working days prior to the event. Failure to attend an event without prior written notification will deem your booking as non-refundable. Cancellations received with less than 7 working days prior to the event will not be refunded and free delegate places will not be added back to the member account.

Cancellations can be made as follows:

Email: [email protected]
Telephone: +44 (0) 1689 889100
Online: www.servicedeskinstitute.com

Dietary and Special Requirements

Reasonable dietary requirements may be met if the delegate submits their request at least 2 working days prior to the event.

Arrangements for religious worship, disabled access or personal adjustments can also be made with 2 working days notice. Simply state your requirements at the time of your booking and we will make the necessary preparations prior to your arrival.

Dietary and Special Requirements can be made as follows:

Email: [email protected]
Telephone: +44 (0) 1689 889100
Online: www.servicedeskinstitute.com

Payment Terms

Where payment is applicable for SDI services, invoices must be paid prior to attendance unless otherwise agreed.

Bookings that require payments can be made as follows:

Email: [email protected]
Telephone: +44 (0) 1884 250520

Data Protection

SDI does not sell, trade or rent your personal information to others. Your details will be added to SDI’s database in order to process your request and to also keep you up to date with relevant offers and details for SDI services.

If you do not wish to receive any further information or offers from SDI, whether by post, email or telephone, notify SDI in writing to Database Services as follows:

Email: [email protected]
Telephone: +44 (0) 1689 889100
Post: Aston House, 50 Wheatlands, Southwell, Portland, Dorset, DT5 2EB


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