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Sanctuary Training - terms and conditions

GENERAL

The following terms and conditions will apply between Sanctuary Personnel Limited (trading as Sanctuary Training) and the client for the supply and delivery of training and training materials. Sanctuary Training will supply and deliver courses of instruction for all learners who pass qualify for a certificate of attendance.

TERMINOLOGY

Sanctuary Training – is the training company that supplies and delivers training courses and training materials.

Client – the client is the company, company representative, organisation or individual with authority to make an agreement with Sanctuary Training to supply and deliver a training course and training materials.

Supply and Delivery – is the agreement between Sanctuary Training and the client to make available a training course and training materials at an agreed cost, location and time.

Training – is the service supplied by Sanctuary Training to the client that gives individual learners the knowledge, skills and qualifications to undertake their duties in the workplace competently, safely and legally.

Training Materials – are handouts, workbooks and any other materials that are retained by the learner to support the training and act as supporting evidence for future or ongoing qualifications.

Teachers – are the teachers supplied by Sanctuary Training to deliver training to learners. Teachers will be appropriately qualified and up-to-date in the courses they deliver.

Courses – are the subjects delivered by Sanctuary Training and are delivered in the following ways:

  • Face to Face – in either your venue or our venue.
  • E-Learning.

Short Course Training – describes the length of courses which are normally:

  • 3 hours referred to as half day course
  • 4-6 hours referred to as one day course

Up to five days in duration depending on the subject and qualification being taken

Refer to the Sanctuary Training web site or contact Sanctuary Training to make an enquiry for further details about course content, method of delivery and course duration. Courses may also be tailored to the client’s requirements.

Certification – the cost of certificates produced and supplied by Sanctuary Training are included in the course cost. Replacement certificates may be subject to additional cost. The cost of certification and examinations, where accreditation is required, is subject to additional costs as Sanctuary Training has to purchase the examinations and certificates from the accreditation scheme.

ENQUIRIES

Enquiries – clients may make enquiries for training either verbally, in writing or electronically. All enquiries will be answered as soon as practically possible and normally within 24 hours of receiving the enquiry. Enquires can be made on the Sanctuary Training Website using the ‘Contact Us’ page. Alternatively, clients may contact Sanctuary Training directly where we will be happy to answer your enquiry.

Contact Details – Sanctuary Training can be contacted as follows:
Sanctuary Training (Sanctuary Personnel Limited)
15 Friars Street
Ipswich
IP1 1TD

Phone: 03337000028

Email: info@sanctuarytraining.com

Web: www.sanctuarytraining.com

BOOKING PROCEDURE

How to Book - clients may book training courses either verbally, by email, in writing or electronically using our on-line booking system. All bookings will be agreed in writing as soon as practically possible and normally within 24 hours of receiving the booking. The confirmed booking will act as the training agreement.

Deposits – Where the client books a course a deposit or full payment may be required which may be non-refundable – see cancellation procedures.

Venue – courses are normally conducted in the client’s premises or at a venue supplied by Sanctuary Training. Where the training is conducted in the client’s premises a suitable area with an electricity supply will be required.

Student Numbers – the maximum number of learners on each course is 16 depending on the subject being taught. The client may incur additional charges if the maximum number of learners is exceeded.

TRAINING MATERIALS

All training materials are owned by Sanctuary Training and delegate packs are provided to all attendees on the agreement that they will not be used by client for any reason other than for personal reference. No reproduction of any training materials is permitted unless written permission has been provided by Sanctuary Training.

CANCELLATION PROCEDURE

Cancellation Policy - It is the policy of Sanctuary Training that cancellation costs will be charged if a course is cancelled within 28 days of the course start date. Cancellation charges may be waivered in exceptional circumstances providing Sanctuary Training and the client have mutually agreed.

Notice of cancellation must be confirmed in writing and will be subject to the following terms:

  • More than 28 days prior to course start date – no fee
  • More than 21 days (but less than 28 days) prior to course start date – 25% of course cost
  • More than 14 days (but less than 21 days) prior to course start date – 50% of course cost
  • More than 7 days (but less than 14 days) prior to course start date – 75% of course cost
  • Less than 7 days prior to course start date – 100% of course cost

Should we agree to re-book the course for an alternative date, cancellation fees will be waived providing course is re-booked within 60 days of the original date. Rescheduling of courses may occur once per booking.

Cancellation Procedure – cancellation of a course or training materials can be made either verbally, in writing or electronically. Clients are advised to support verbal cancellations in writing or by email.

COST AND PAYMENT PROCEDURE

Course Costs – course costs will be displayed on the training agreement and on the invoice.

Payment Method – the client will pay the course costs shown on the invoice by cheque to ‘Sanctuary Personnel Limited’ or alternatively by BACS as displayed on the invoice. Debit or credit card payments are also accepted.

Payment Terms – full payment is to be made by the client to Sanctuary Training within 30 days of the invoice date.

Invoices – Sanctuary Training will normally produce and distribute invoices on or shortly after the commencement of the training. Invoices will show the total cost to be paid by the client.

CONDUCT AND STANDARDS

Behaviour – Sanctuary Training shall conduct themselves throughout the training process in a professional, polite and courteous manner abiding by the codes of conduct, ethical standards and recognised best practice set down and as expected for training organisations.

Dress – Sanctuary Training trainers will dress appropriately to the subject being taught. This may vary from smart business type clothing to casual dress depending on the subject handling are being taught. If a client has a specific dress requirement for a trainer to adhere to they are to inform Sanctuary Training 7 days prior to the start of the training.

Standards – Sanctuary Training maintains high standards regarding the delivery and contents of training and the quality of training materials. To achieve this Sanctuary Training ensures its trainers are qualified and up to date in the subjects they teach. Sanctuary Training also operate an end of course evaluation form completed by each student which asks for the students’ opinions on the course. If clients would like copies of the evaluation forms or would like to supply their own evaluation form, they are to liaise with Sanctuary Training to make suitable arrangements.

INSURANCE

Insurance – Sanctuary Training will maintain levels of insurance in accordance with the regulatory and industry requirements.

SECURITY

Security – Sanctuary Training will take all reasonable steps to ensure the security of all premises visited is maintained and that upon completion of the training that all keys are returned promptly and that all areas are left secure.

Disclosure and Barring Service (DBS) – Our trainers are all vetted (formally CRB vetting) and are suitable to work within the health and social care sector.

CLIENTS POLICIES AND PROCEDURES

Sanctuary Training will follow and abide by all reasonable policies and procedure that are laid down by the client. Such policies and procedures that are typically followed include: Fire Procedures, Infection Control, Security, Confidentiality and Health and Safety. If a client wishes Sanctuary Training to follow a specific policy or procedure they are to make available, the information prior to the start of the training.

EQUAL OPPORTUNITIES AND ANTI DISCRIMINATION PROCEDURE

Sanctuary Training operates an equal opportunities policy to ensure that individuals are treated fairly and is therefore committed to promoting equal opportunity. By implementing this policy, we are seeking to ensure all forms of unfair discrimination are eliminated. If any individual or client feels that Sanctuary Training has been unfair and has not demonstrated equal opportunity they can complain using the complaints procedure.

COMPLAINTS PROCEDURE

Sanctuary Training operates a ‘Complaints Procedure’ in accordance with normal business practices and where appropriate with an Accreditation Scheme. This procedure is to enable clients to have a redress procedure if they are not satisfied with any of the following:

  • If the contents of a course or the training materials are incorrect or inappropriate.
  • If the duration of the course is significantly different to that invoiced.
  • If the conduct or actions by the Sanctuary Training trainer is inappropriate or offensive.
  • If any part of the booking, supply and delivery or post course processes are not satisfactory.

This Enquiry and Complaints Procedure is limited to Sanctuary Training who trades under the business name of Sanctuary Personnel Limited or any other authorised person operating on behalf of Sanctuary Training. Sanctuary Training cannot respond to complaints that are outside of the training process for which Sanctuary Training is responsible.

Where clarification is required on a matter of procedure, conduct or course content it is the responsibility of Sanctuary Training to answer such enquiries in a prompt and satisfactory manner.

Enquiries and complaints are to be made in writing with sufficient detail to allow Sanctuary Training to compile a written response. Where the client is not satisfied with the response given by Sanctuary Training they may contact Sanctuary Training successively and ask for further clarification. In all circumstances Sanctuary Training will respond each time in writing, as soon as practicably possible and normally within seven days of receiving the complaint.

In the case of unresolved complaints Sanctuary Training will inform the appropriate governing body or accreditation scheme and inform them that a complaint is in progress, this will act as notification that they may become involved should the complaint not be resolved satisfactorily. Where a satisfactory resolution cannot be finalised, the client may seek further resolution from their local trading standards, appropriate governing body or from the appropriate accreditation scheme.

Sanctuary Training will inform the client of the contact details of the appropriate accreditation scheme on request.

The decision of any governing body or accreditation scheme will be final and is binding to Sanctuary Training but may not be binding on the client. It is to be noted by the client that using this complaint procedure does not in any way prevent or obstruct their recourse to Law.