Terms & Conditions

These terms and conditions are based upon one of our core values – fairness. We believe in listening to others, being impartial and equitable with our customers.

Some of our more disreputable competitors believe it is their right to cheat their customers. That’s because they are driven by corporate greed. We aren’t, and we would never knowingly cause hurt or try to cheat any of our customers.

If you compare our terms and conditions with those of our competitors and you find better terms and conditions elsewhere, please let us know. We believe ours are the fairest in the industry.

Bookings

1. Bookings made on this website constitutes both an order for the specified course/exam and acceptance of these terms and conditions.

2. All fees are subject to VAT @20%, irrespective of the delegate’s country of residence. For online courses you will be charged at the rate of VAT in your country of residence (for EU residents), or zero VAT if outside of the EU.

3. Unless otherwise agreed between both parties all course/exam fees must be cleared through Knowledge Train’s bank account before the start-date of the course/exam. Knowledge Train reserves the right to charge interest on late payments at 5% above Bank of England base rate. Interest will be charged monthly.

Where applicable, access to online pre-course reading materials (for classroom courses) will not be provided until payment has been cleared.

Cancellations

Classroom courses

We will often incur costs if you cancel or change your booking. That’s because we reserve rooms and trainers in advance, and the later we cancel them, the higher the costs we incur. We also incur admin costs because our staff must process both your booking and your cancelation. That’s why we charge you, but we try to be as fair as possible.

5. All bookings may be cancelled by giving written notice. The following fees are charged when written notice of cancellation is received:

• at least four weeks prior to the start-date of the specified course/exam – £75 + VAT.
• between 4 and 2 weeks prior to the start of the course/exam – 50% of the course/exam fee.
• less than two weeks before the start of the course/exam – 100% of the course/exam fee.

Note: All bookings for Professional Scrum Master courses require 21 calendar days’ notice in order to get a full refund; no cancellation is allowed within 21 days.

Online (elearning) courses

A full refund of your online (elearning) course can be given within 7 days of purchase, provided you haven’t logged in to access the course or booked an exam.

Amendments

Classroom courses

All course/exam bookings may be changed by giving written notice up to 2 weeks prior to the start of the course/exam. The date of the booking may be changed only once. Less than two weeks before the start of the course/exam, no changes are allowed. The following fees are charged if when written notice of cancellation is received:

6. All course/exam bookings may be changed by giving written notice up to 2 weeks prior to the start of the course/exam. The date of the booking may be changed only once. Less than two weeks before the start of the course/exam, no changes are allowed. The following fees are charged if when written notice of cancellation is received:

• at least four weeks prior to the start-date of the specified course/exam – £75 + VAT.
• between 4 and 2 weeks prior to the start of the course/exam – £125 + VAT.

7. Knowledge Train reserves the right to cancel any course/exam up to the start time of the course. In the case of a cancellation by Knowledge Train, all course/exam fees paid will be refunded. Please note however, this does not happen very often and if we do cancel we try to give delegates 2 weeks’ notice of cancellation.

8. If we do have to cancel a course, we’re really sorry but we won’t be able to refund any amount in excess of the agreed fee. This applies to, but is not limited to, any travelling, subsistence or consequential expenses incurred by the delegate. Therefore, if you are travelling from afar to attend a course we strongly recommend that you make a provisional hotel booking which allows you to cancel without paying a fee.

9. Public courses/exams may be undertaken in rented accommodation, such as hotel conference rooms or similar. The delegate agrees that he/she understands this and shall advise Knowledge Train if this is likely to be inappropriate for him/her.

10. In the event of failing an exam, a delegate who wishes to re-take an exam must pay the fee associated with re-taking that exam. If a delegate on a combined Foundation & Practitioner course fails the Foundation exam he/she will not receive a refund for the remainder of the course. Such a delegate though may continue to attend the Practitioner training part and re-take the Foundation exam on the final day of the course. Once the delegate has passed the Foundation exam, the Practitioner exam will be arranged for a later exam session but the delegate must pay the associated exam fee.

Online (elearning) courses

Once you have booked your online exam, no changes are permitted.

Complaints policy

• The Operations Manager is responsible for investigating complaints and must perform these duties in accordance with KT Complaints procedures.
• Complaints will only be accepted by letter or email.
• The Operations Manager must investigate the complaint within 5 working days of the complaint being received.
• The Operations Manager must rule whether the complaint is valid and should seek to bring a complaint to a close within 28 days of the receipt of a complaint. This may involve offering a settlement to the complainer in terms of monetary compensation.
• The Operations Manager may seek guidance from the board of Directors when making a ruling on a complaint.
• f a complaint is valid, it must be informed to the accreditation body within 10 working days of the complaint being received.

After a complaint has been investigated and closed, the Operations Manager must assess whether or not changes to course material, course administration, examination administration, policy or procedures are required. If so, then a Change type of Issue must be opened and changes made in accordance with KT Issue Management procedures.

Appeals to the decision on a complaint must be made in writing within 14 days of the decision made.