1. Introduction
The Institute of Customer Service (“Institute”) is a professional body registered in England and Wales. These Terms and Conditions govern your participation in our Academy training sessions and are supplementary to the terms agreed in the Membership Agreement between the Member and the Institute. By enrolling in our training, you agree to comply with these terms.
2. Training Services
2.1. Training Details: Information regarding training content is available on our website.
2.2. Training Formats:
- Open Training: Sessions with delegates from various member organisations.
- In-House Training: Customised sessions for delegates from a single member organisation.
- Bespoke Training: Fully tailored sessions with content developed and designed to meet specific needs of member organisations.
2.3. Modifications: The Institute reserves the right to modify course content, schedules, or venues with reasonable notice.
2.4. Scheduling: While we strive to adhere to published and/or agreed training dates, they may be subject to change.
2.5. Cancellation by the Institute: We reserve the right to cancel a training session at our sole discretion without additional liability. In such cases, we will provide the affected participants with the option to reschedule for an alternative date.
2.6 Rescheduling: In the event that a training course or workshop is agreed to be rescheduled, this must be completed within 12 months of the booking date. Failure to attend within this period will require a new payment to rebook the course or workshop. Please note that unused training or workshop sessions are non-refundable. We reserve the right to be able to increase the cost of the booking in line with our current prices at the time of rescheduling.
3. Enrolment
3.1. Booking Confirmation: Upon booking, you will receive a confirmation of acceptance.
3.2. Authority: By booking, you confirm that you have the authority to bind your organisation to these terms.
4. Fees and Payment
4.1. Fees: Training fees are specified on our website for open training. The fees for in-house and bespoke courses are determined in advance through a formal proposal.
4.2. Payment Terms: Fees must be paid upfront, at the time of booking. If fees are being paid by invoice, this must be paid within 30 calendar days of invoice date and before any training commences.
4.3. Non-Payment: Failure to pay may result in withdrawal from the training, cessation of training delivery, and withholding of any certifications.
4.4. VAT: All fees are exclusive of VAT.
5. Participant Responsibilities
5.1. Cooperation: You agree to cooperate with the Institute in all training-related matters.
5.2. Information Provision: Provide accurate and complete information about delegates as required.
5.3. Facilities for In-House Training: Ensure the provision of necessary facilities and equipment for training delivery at your premises.
5.4. Attendance:
- Ensure that all enrolled delegates attend the training.
- Failure to attend will be managed in line with the Cancellation and Rescheduling Policy.
6. Cancellation and Rescheduling Policy
6.1. Cancellation by Participant and/or Organisation:31 or more days before Day 1: Dates can be rescheduled without charge; in line with clause 2.6.
- 16 to 30 days before Day 1: 50% of the fee will be charged; the remaining 50% can be applied to a new date or refunded; in line with clause 2.6.
- 15 days or fewer before Day 1: 75% of the fee will be charged; the remaining 25% can be applied to a new date or refunded; in line with clause 2.6.
6.2. No Refunds After Course Start: Once the course has commenced, no refunds will be issued under any circumstances.
7. Intellectual Property Rights
7.1. All intellectual property rights in the Training, including any text, images, videos, audio, multimedia content, software, or other materials or information used in the Training (the “Content”), are owned by the Institute.
7.2. Explicit written permission must be obtained from us for the full or partial use of any of the Content and may only be utilised as authorised by the Institute.
7.3. If the member intends to utilise any case studies or content for promotional purposes, they must obtain prior consent from the Institute.
For any queries, please contact us at:
The Institute of Customer Service
4 Gainsford Street
London, SE1 2NE
Email: support@iscmail.co.uk
Phone: +44(0) 207 260 2620