Member Terms & Conditions

Member Terms & Conditions


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].

Terms and Conditions


Can be made by email, phone or online.

All course fees must be paid in full not later than 30 days prior to the start of the course or immediately for bookings made within 30 days. All prices exclude VAT if applicable.

Special Requirements and Dietary Requirements
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 your arrival.

Data Protection
SDI takes the security of your personal information seriously. Please refer to SDI’s Privacy policy for full details of how we take care of your personal information. To make enquiries about your personal information or exercise any of your rights set out in the Privacy Policy, please contact [email protected] or write to the Data Protection Officer at The Service Desk Institute at 21 High Street, Green Street Green, Orpington, Kent BR6 9PX, United Kingdom.

Course amendments
SDI reserves the right to amend course content, tutors, venues, times, dates or published prices, or to cancel a course. Changes to prices, times and dates will be advised before the course start date and any course paid in full will not be subject to any price increases.

Written notification of cancellation is required within 1-30 days of the course. Cancellations are subject to certain charges (see table below). Failure to attend a course without prior written notification will be subject to a 100% cancellation charge, payment to be made immediately. If payment has already been made no refund of fee is due.

Clients may substitute the original delegate with another person at no extra charge. Written notification within 48 hours of the course is required to substitute a delegate.

You may change the date of attendance at a course. Transfers are once-only and if that transfer is then cancelled or changed at any time, the full course fee remains payable. Transfers are subject to certain charges (see table below). Written notification at least 48 hours prior to the start of the course is required to transfer a delegate. No transfers will be made within 48 hours of course commencement.

Transfer and Cancellation Charges
A percentage of the full course fee is payable for transfers and cancellations in accordance with the following timescales.

Days Notice Required  Transfer Fee     Cancellation Fee 
61+ daysNo chargeNo charge
31 – 60 days5%15%
15 – 30 days20%50%
2-14 days50%100%
Failure to notify within 2 working days100%100%
Failure to attend transfer fee100%100%

Failure to notify within 48 hours results in a 100% Transfer Fee and a 100% Cancellation Fee.

In the unlikely event that you wish to complain about any aspect of our services, 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] or post to Service Desk Institute, 21A High Street, Green Street Green, Orpington, BR6 6BG. You will receive a response from a member of the executive team within 28 days.

Exam Appeals
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 [email protected] or post to Service Desk Institute, 21A High Street, Green Street Green, Orpington, BR6 6BG. The correspondence will be passed to the Examination Institute’s portfolio manager for action.

Service Desk Institute will keep you advised about what is happening at every stage of the appeal process. If the Examination Institute do not response within a timely manner, Service Desk Institute will escalate the matter to our Examination Institute Account Manager.


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