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Terms and Conditions

1. Application

1.1 These Terms and Conditions shall apply to the provision of Services by the Supplier to the Client.
1.2 In the event of conflict between these Terms and Conditions and any other terms and conditions (of the Student/Client or otherwise), the former shall prevail unless expressly otherwise agreed by the Supplier in writing.
2. Definitions and Interpretation

2.1 In these Terms and Conditions, unless the context otherwise requires, the following expressions have the following meanings:

‘Business Day’ means a day (excluding Saturdays) on which banks generally are open for the transaction of normal banking business (other than solely for trading and settlement in Euros);
‘Student/Client’ means any individual, firm or corporate body (which expression shall, where the context so admits, include its successors and assigns) which purchases services from the Supplier;
‘Commencement Date’ means the commencement date for the agreement as set out in the Schedule;
‘Fees’ means the fees payable by the Client under Clause 4 in accordance with the Terms of Payment;
‘Services’ means the services to be provided by the Supplier to the Client as set out in the Schedule;
‘Supplier’ means Wise Global Training Limited; and
‘Terms of Payment’ means the terms of payment of Fees as set out in the Schedule.
2.2 Unless the context otherwise requires, each reference in these Terms and Conditions relates to:

2.2.1 ‘writing’, and any cognate expression, includes a reference to any communication effected by electronic or facsimile transmission or similar means;
2.2.2 ‘a statute’ or a provision of ‘a statute’ is a reference to that statute or provision as amended or re-enacted at the relevant time;
2.2.3 ‘these Terms and Conditions’ is a reference to these Terms and Conditions and any Schedules as amended or supplemented at the relevant time;
2.2.4 a ‘Schedule’ is a schedule to these Terms and Conditions; and
2.2.5 a ‘Clause’ or ‘paragraph’ is a reference to a Clause of these Terms and Conditions (other than the Schedules) or a paragraph of the relevant Schedule.
2.2.6 a ‘Party’ or the ‘Parties’ refer to the parties to these Terms and Conditions.
2.3 The headings used in these Terms and Conditions are for convenience only and shall have no effect upon the interpretation of these Terms and Conditions.
2.4 Words imparting the singular number shall include the plural and vice versa.
2.5 References to any gender shall include the other gender.
3. The Services

3.1 With effect from the Commencement Date the Supplier shall, in consideration of the Fees being paid in accordance with the Terms of Payment, provide the Services to the Student/Client.
3.2 The Supplier will use reasonable care and skill to provide the Services.
3.3 The Supplier shall use all reasonable endeavours to complete its obligations under these Terms and Conditions, but time will not be of the essence in the performance of these obligations.
3.4 The course material is in English and it is for the Student/Client to ensure they are proficient enough, in both written and spoken English, to complete the course to their satisfaction.
4. Fees

4.1 The Student/Client agrees to pay the Fees in accordance with the Terms of Payment.
4.2 The Student/Client will pay the Supplier for any additional services provided by the Supplier that are not specified in the Schedule in accordance with the Supplier’s, then current, applicable daily rate in effect at the time of the performance or such other rate as may be agreed. Any charge for additional services will be supplemental to the amounts that may be due for expenses.
4.3 All sums payable by either Party pursuant to these Terms and Conditions are exclusive of any value added or other tax (except corporation tax) or other taxes on profit, for which that Party shall be additionally liable.
5. Payment

5.1 All payments required to be made pursuant to these Terms and Conditions by either Party shall be made prior to any services being provided by the supplier. Upon agreement between the Supplier to provide services and the Student/Client to purchase the aforesaid services, an invoice in Pounds Sterling for the agreed amount will be issued, and payment will have been cleared in our UK bank before the supply of services will commence. This to be done without any set-off, withholding or deduction except such amount (if any) of tax as that either Party is required to deduct or withhold by law.
6. Refunds and Cooling Off Period

6.1 The Student/Client has the right to cancel, for whatever reason, within seven days of originally placing an order. Placing an order can mean confirmation being received of the order in writing; the issuing, verbal or otherwise, of a purchase order number or reference; or payment being made for courses.Where payment has been made, a full refund of all fees paid by the Student/Client will be made as quickly as is practical. Refunds will be made by countering the original payment method used by the Student/Client.If a cheque was originally used to pay for the services, a company cheque made out in favour of the original payee will be issued once the original cheque has cleared in the company’s bank account.If a credit or debit card was originally used, a credit will be issued against the original credit or debit card once the funds have been credited in the company’s bank account. It has to be pointed out that it can take up to 30 days for the credit card company to credit the company’s account with the funds which will impact on how quickly we can respond. We will endeavour to monitor such situations and keep the Student/Client informed accordingly.Any application for a cancelation and/or refund must be received in writing by the company within seven days of the order being placed.
7. Variations and Amendments

7.1 We reserve the right to change the content of, and the availability to, course content at any time as set by the awarding body.
8. Registrations and Examinations

8.1 The Student/Client will be responsible for notifying the Supplier of their chosen examination location and date at least eight weeks before the examination date.  (NEBOSH only)
8.2 Should the Student/Client wish to sit their examination at a test centre other than the one arranged by the supplier, then the Student/Client will be responsible for making their own registration arrangements and for any additional fees payable. (NEBOSH only)
8.3 Should the Student/Client wish to sit their examination on a date outside the suppliers scheduled examination dates, then the Student/Client will be responsible for making their own registration arrangements and for any additional fees payable. (NEBOSH only)
8.4 Other than in 8.2 and 8.3 above, the Supplier is responsible for the registration of the Student/Client with the appropriate awarding body where applicable.
9. Licence to use the eLearning Service

9.1 Each purchase of our eLearning service provides a single user license for which the Student/Client will be provided with a unique ‘username’ and ‘password’.
9.2 Each license has a predicted life span (dependant on the course) after which time access to the course material will be terminated.
9.3 Each license allows the Student/Client access to the course material 24 hours per day and 365 days per year.
9.4 Each license allows the Student/Client access to personal tutor support via e-mail.
10. Termination

10.1 The Supplier may terminate the agreement immediately and without refund if the Student/Client is in breach of any of his obligations hereunder;

10.1.1 the Student/Client fails to pay for the agreed services in the time agreed;
10.1.2 the Student/Client conduct is regarded as inappropriate towards staff, other students, or on the forum/chat rooms
10.1.3 the Student/Client has entered into liquidation (other than for the purposes of a bona fide amalgamation or reconstruction) whether compulsory or voluntarily or compounds with his creditors generally or has an administrator, administrative receiver or receiver appointed over all, or a substantial part of his undertakings or assets, prior to agreed payment being made by the Student/Client;
10.1.4 the Student/Client has become bankrupt or shall be deemed unable to pay his debts by virtue of Section 123 of the Insolvency Act 1986 prior to agreed payment being made by the Student/Client;
10.1.5 the Student/Client ceases or threatens to cease to carry on business prior to agreed payment being made by the Student/Client;
10.1.6 any circumstances whatsoever beyond the reasonable control of the Supplier (including but not limited to the termination of the service through no fault of the Supplier) arise that necessitate, for whatever reason, the termination of the provision of services prior to agreed payment being made by the Student/Client.
10.2 In the event of termination under sub-Clause 10.1 the Supplier shall retain any sums already paid to it by the Student/Client without prejudice to any other rights the Supplier may have whether at law or otherwise.
11. Liability

11.1 If the Supplier fails to perform the Services with reasonable care and skill it will carry out remedial action at no extra cost to the Student/Client.
11.2 The Student/Client shall indemnify the Supplier against all damages, costs, claims and expenses suffered by the Supplier arising from loss or damage to any equipment (including that of third parties) caused by the Student/Client, or his agents or employees.
11.3 The Supplier shall not be liable to the Student/Client or be deemed to be in breach of these Terms and Conditions by reason of any delay in performing, or any failure to perform, any of the Supplier’s obligations if the delay or failure was due to any cause beyond the Supplier’s reasonable control.
12. Force Majeure

12.1 Neither the Student/Client nor the Supplier shall be liable for any failure or delay in performing their obligations under these Terms and Conditions where such failure or delay results from any cause that is beyond the reasonable control of that Party. Such causes include, but are not limited to: power failure, Internet Service Provider failure, industrial action, civil unrest, fire, flood, storms, earthquakes, acts of terrorism, acts of war, governmental action or any other event that is beyond the control of the Party in question.
13. Waiver

13.1 No waiver by the Supplier of any breach of these Terms and Conditions by the Student/Client shall be considered as a waiver of any subsequent breach of the same or any other provision. A waiver of any term, provision or condition of these Terms and Conditions shall be effective only if given in writing and signed by the waiving Party and then only in the instance and for the purpose for which the waiver is given.
13.2 No failure or delay on the part of any Party in exercising any right, power or privilege under these Terms and Conditions shall operate as a waiver of, nor shall any single or partial exercise of any such right, power or privilege preclude, any other or further exercise of any other right, power or privilege.
14. Severance

14.1 The Parties agree, in the event that one or more of the provisions of these Terms and Conditions are found to be unlawful, invalid or otherwise unenforceable, that those provisions shall be deemed severed from the remainder of these Terms and Conditions. The remainder of these Terms and Conditions shall be valid and enforceable.
15. Copyright

15.1 The Supplier reserves all copyright and any other rights (if any) which may subsist in the products of, or in connection with, the provision of the Services or facilities. The Supplier reserves the right to take such actions as may be appropriate to restrain or prevent infringement of such copyright.
16. Notices

16.1 All notices under these Terms and Conditions shall be in writing and be deemed duly given if signed by, or on behalf of, a duly authorised officer of the Party giving the notice.
16.2 Notices shall be deemed to have been duly given:

16.2.1 when delivered, if delivered by courier or other messenger (including registered mail) during normal business hours of the recipient; or
16.2.2 when sent, if transmitted by fax or e-mail and a successful transmission report or return receipt is generated; or
16.2.3 on the fifth business day following mailing, if mailed by national ordinary mail, postage prepaid; or
16.2.4 on the tenth business day following mailing, if mailed by airmail, postage prepaid.In each case addressed to the most recent address, e-mail address, or facsimile number notified to the other Party.
16.3 Service of any document for the purposes of any legal proceedings concerning or arising out of these Terms and Conditions shall be effected by either Party by causing such document to be delivered to the other Party at its registered or principal office, or to such other address as may be notified to one Party by the other Party in writing from time to time.
17. Law and Jurisdiction

17.1 These Terms and Conditions shall be governed by the laws of England and Wales.
17.2 Any dispute between the Parties relating to these Terms and Conditions shall fall within the jurisdiction of the courts of England and Wales.

 

Wise Global Training complaint procedure – a guide for students

We are committed to providing an excellent education and high quality services to our students from enrollment to awarding of the certificate. We value complaints and use information learnt from them to help us improve the student experience. If something goes wrong or you are dissatisfied with what we are providing, please tell us – you should feel free to raise matters of concern without risk of disadvantage. This leaflet describes our complaint procedure and how to make a complaint.

What is a complaint?

We regard a complaint as any expression of dissatisfaction about our action or lack of action, or about the standard of service provided by us or on our behalf.

What can I complain about?

You can complain about things like:

  • the quality and standard of any service we provide
  • failure to provide a service
  • the quality of our facilities or learning resources
  • unfair treatment or inappropriate behaviour by a student or staff member.
  • the failure of Wise Global Training to follow an appropriate administrative process
  • dissatisfaction with Wise Global Trainings’ policies

Your complaint may involve more than one aspect of the above, more than one department, or be about someone working on our behalf.

What can’t I complain about?

There are some things we can’t deal with through our complaint handling procedure. These include:

  • a routine, first-time request for a service
  • a request under Freedom of Information or Data Protection legislation
  • a request for information or an explanation of policy or practice
  • an appeal about an academic decision on assessment or admission
  • an issue which is being, or has been, considered by a court or tribunal
  • a request for compensation only
  • an attempt to have a complaint reconsidered where we have already given our final decision following an investigation.

We will not normally treat information received through routine feedback mechanisms – such as responses to questionnaires – as complaints.

If other procedures or rights of appeal may help you resolve your concerns, we will give information and advice to help you.

Who can complain?

Anyone who receives, requests or is directly affected by the services of Wise Global Training can make a complaint to us. We encourage anyone with a complaint to approach us directly, but can accept a complaint made on your behalf (e.g. through a representative, a friend or a family member) provided you give us your clear written authority to liaise with your representative, and provided you also give them clear authority to act on your behalf.

How do I complain?

You can complain in person, by phone, in writing, or by email. It is easier for us to resolve complaints if you raise them as soon as you become aware of the issue, and directly to the service concerned. Please talk to a member of staff within the department you are complaining about so that they can try to resolve any problems on the spot.

When complaining, tell us:

  • your full name and address
  • as much as you can about the complaint
  • what has gone wrong
  • how you would like us to resolve the matter.

Is there a time limit for making a complaint?

Normally, you must make your complaint within six months of:

  • the issue arising, or
  • finding out that you have a reason to complain.

In exceptional circumstances, we may be able to accept a complaint after the time limit. If you feel that the time limit should not apply to your complaint, please tell us why.

What will happen if I complain?

Our complaint procedure has two stages: 

Stage 1 – Frontline Resolution

We aim to resolve complaints quickly and close to where we provided the service. This could mean an on-the-spot apology and explanation if something has clearly gone wrong, and immediate action to resolve the problem. Where possible, you should raise your concerns with the relevant staff member. This can be done face-to-face, by phone, in writing or by email.

We will give you our decision at Stage 1 within five working days, unless there are exceptional circumstances.

If you are not satisfied with the response we give at this stage, we will tell you what you can do next. If you choose to, you can take your complaint to Stage 2 of the complaint procedure. You may choose to do this immediately or shortly after you get our initial decision.

Stage 2 – Complaint Investigation

Stage 2 deals with two types of complaint: those that have not been resolved at Stage 1 and those that are complex and require detailed investigation. These should be put in writing although we will also accept complaints that are made in person or on the phone, we encourage you to complete the complaint in writing in the interests of clarity and in order to best assist the investigation process. The complaint and any supporting documents will be seen by the person investigating your complaint, by anyone named in the complaint and by relevant staff in the department(s) being complained about.

When using Stage 2 we will:

  • acknowledge receipt of your complaint within three working days and tell you who is dealing with your complaint
  • discuss your complaint with you to understand why you remain dissatisfied and what outcome you are looking for
  • give you a full response to the complaint as soon as possible and within 20 working days.

 

If our investigation will take longer than 20 working days, we will tell you. We will agree revised time limits with you and keep you updated on progress.

Still not sure? Call us with your questions!

01482 211989

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