Terms & Conditions

Training Terms and Conditions

 

Bookings

Can be made by e-mail, on-line or telephone and are regarded as provisional bookings until a valid purchase order, a valid BACS transfer, cleared cheque or cleared credit card payment is received by SDI. Once the above criteria have been met the provisional booking will become a confirmed booking and you will be notified by e-mail.

All confirmed bookings must include your account department’s address, telephone number and e-mail address. If the contact or delegate details are different from the above, SDI requires the contact’s or delegate’s address, telephone number and email address. On completion of the above, a pro-forma invoice will be raised as final confirmation of booking. At this stage the delegate’s place is confirmed and is subject to the following cancellation policy (if applicable).

Cancellations

If there is a need to cancel a confirmed booking, written notification is required by e-mail, or post and will only be confirmed as ‘booking cancelled’ after SDI has written to confirm. Please note that telephone cancellations will not be accepted. Notification of cancellation is required at least five working days prior to the start of the training course (i.e. if training is on a Wednesday then notification would be required by close of business on the preceding Tuesday). Cancellations are subject to certain charges (see table below). Failure to attend a course without prior written notification to SDI will be subject to a 100% non-attendance charge and payment will be required immediately. If payment has already been received by SDI then no refund will be given.


Substitutions

Clients may substitute the original delegate with another person at no extra charge. Written notification is required at least two working days prior to the start of the training course by either e-mail, fax or post and will only be confirmed as a ‘transferred substitution’ after SDI has written to confirm. Please note that telephone notification will not be accepted.

Transfers

You may change the date of a booked training course only once, however, transfers are subject to certain charges (see below table). If that transfer is cancelled or changed again, then the full training course fee is payable. Written notification at least two working days prior to the start of the training course is required to transfer a delegate and must be in writing by either e-mail, or post and will only be confirmed as ‘training course booking transferred’ after SDI has written to confirm. Please note that telephone notifications will not be accepted.


Payment

All training course fees must be paid in full prior to attendance of the training course unless mutually agreed in advance.
If payment has not been received or your payment has not cleared SDl’s bank (if paid by cheque) you will not be entitled to attend the training course unless agreed by SDI. In the event that you have elected to pay by BACS, proof of payment will be required from your bank prior to attendance.

Training Discount for SDI Members 

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

Overseas Delegates

All overseas delegates attending an SDI training course who reside outside of the UK will be required to pay for their training course in advance.

Course Cancellation

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

Special requirements and dietary requirements (for in-person delegates)

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.

Transfer and Cancellation Charges

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 5% 15%
15 – 30 days 20% 50%
2-14 days 50% 100%
Failure to notify within 2 working days 100% 100%
Failure to attend transfer fee 100% 100%

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

 

Complaints
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]. 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]. 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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