Terms & Conditions

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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