CareCraft Academy Ltd
Service Terms and Conditions
CareCraft Academy Ltd (“Service Provider”) specialises in delivering comprehensive and
specialised training in Health and Social Care, First Aid, and Workplace Safety. By engaging
with our services, clients (“Clients”) agree to these terms. Our courses are tailored to support
compliance with regulatory standards and to meet the diverse needs of healthcare
professionals, carers, and safety personnel across various sectors.
1. Definitions
1.1 The following terms shall have the meanings assigned to them:
• Service Provider: A service provider is a company / organisation that delivers a
specific service to clients or customers. Service providers are typically responsible for
ensuring the quality of the services they deliver, adhering to relevant regulations, and
meeting the needs of the people they serve.
• Working Day: Any day except public holidays.
• Client: The organisation or individual engaging the Service Provider for training
services.
• Start Date: The agreed commencement date for the delivery of services as stated
within the Terms & Conditions.
• Confidential Data: Any information shared between the parties during or in
connection within the Terms & Conditions, which is designated as confidential or
would reasonably be understood as such.
• Fees: The monetary amount payable for services provided under the terms of the
Terms & Conditions.
• Services: Training programs or other professional services delivered by the Service
Provider under the Terms & Conditions.
1.2 Interpretation:
• Terms written in the singular include the plural, and vice versa.
• References to legislation include their amendments or successor provisions.
• “Writing” includes emails, digital documents, and formal correspondence.
2. Service Provision
2.1 From the Start Date, the Service Provider will deliver the agreed Services as outlined in
the Terms & Conditions, adhering to professional standards and practices within the Health
and Safety Sector.
2.2 We will comply with all applicable laws, regulations, and professional guidelines during
the delivery of the Services.
2.3 Modifications to the scope of Services may be accommodated if requested by the Client,
provided that any changes to the Fees are agreed upon in writing
2.4 Any specific Client instructions must align with the Service details outlined in the Terms &
Conditions.
2.5 Course materials, assessments, and certificate eligibility criteria will be outlined upon
booking or prior to delivery.
2.6 An emergency contact number will be provided in your confirmation email for use on the
day of training.
3. Client Responsibilities
3.1 The Client must provide all necessary information, access, and cooperation required for
the Service Provider to perform its obligations effectively.
3.2 If training is conducted on the Client’s premises:
The Client must ensure that the venue is suitable and adequately equipped to
support the training session.
Facilities and resources should include, but are not limited to:
o Sufficient tables and chairs for all participants.
o A projection wall or suitable screen for presentations.
o Access to a TV or projector if required for the course.
o Tea, coffee, and water facilities for attendees and trainers.
3.3 The Client is also responsible for ensuring compliance with all health and safety
regulations applicable to their premises during the training session.
3.4 If the Client’s premises are deemed unsuitable by the Service Provider upon arrival, the
Service Provider reserves the right to cancel or reschedule the session. Any associated fees
will remain the Client’s responsibility.
3.5 When training is provided at the Service Provider’s premises, all necessary facilities and
resources listed above will be made available to ensure a conducive learning environment.
3.6 Where required, the Client is responsible for obtaining permissions or licenses from third
parties to facilitate on-site training.
3.7 Any delays resulting from the Client’s non-compliance with these responsibilities will not
be considered that the Service Provider is liable, and additional costs may apply.
4. Payment and Cancellation
4.1 Payment Terms:
• Early Bird Discount: A 10% discount will be applied to the remaining balance for
payments made within 7 days of the invoice date. No discount will be applied if
payment is made after 7 days of the invoice date.
4.2 Cancellation Policy:
• 28+ days’ notice: No charge.
• 15–27 days’ notice: 50% Refund.
• 14 days or fewer: Full Fees apply.
• Non-attendance: Full Fees apply.
4.4 Late payments incur a daily surcharge of £10 for every business working day that the
invoice remains unpaid, up to a maximum of 60 days
5. Liability and Insurance
5.1 The Service Provider maintains valid public liability insurance appropriate for the nature
of the services delivered, ensuring coverage against claims arising from the provision of
training services.
5.2 While the Service Provider strives to deliver all services with the utmost care and
professionalism, we are not liable for any damages, losses, or claims unless they result
directly from our proven negligence.
5.3 The Service Provider accepts no responsibility for delays, disruptions, or losses caused
by factors beyond our reasonable control, including but not limited to force majeure events
such as natural disasters, public emergencies, or unforeseen technical issues.
5.4 Clients are encouraged to ensure they have adequate insurance coverage where
applicable, particularly for events hosted on their premises or under their direct responsibility
6. Confidentiality
6.1 Both parties shall safeguard confidential data shared during the Terms & Conditions.
6.2 Disclosures to third parties may only occur with prior consent or as required by law
7. Termination
7.1 Either party may terminate these Terms and Conditions with 28 days’ written notice. Any
outstanding Fees incurred up to the date of cancellation must be paid, but no additional
costs will be charged if the required notice is given.
7.2 Immediate termination applies if either party breaches significant terms of these Terms
and Conditions and fails to rectify such breaches within 28 days of notification
8. Force Majeure
8.1 Neither party is liable for non-performance caused by events beyond their reasonable
control, such as natural disasters or government restrictions.
8.2 In prolonged cases of force majeure, either party may terminate these Terms and
Conditions with compensation for any outstanding Fees or Services rendered up to the point
of termination, as outlined in the cancellation policy.
9. Dispute Resolution
9.1 Any disputes arising under the Terms & Conditions will first be resolved through
negotiation:
• Initiate Discussion: Either party raises the need for negotiation.
• Present Proposal: One party presents their proposed terms.
• Review & Discuss: Both parties review and discuss the proposal.
• Make Adjustments: Counter-proposals or changes are suggested.
• Reach Agreement: Both parties agree on the final terms.
• Document & Implement: Terms are confirmed in writing and put into effect.
9.2 Unresolved disputes shall be subject to the exclusive jurisdiction of the courts of England
and Wales.
10. Certificates
10.1 Certificates are issued only upon full payment of Fees and are valid for a period of one
year unless otherwise specified.
10.2 Electronic certificates are provided free of charge and delivered via email in PDF
format.
10.3 Physical certificates can be issued upon request at a cost of £10 per certificate.
10.4 If any errors are identified on a certificate due to incorrect information provided by the
Client, a correction fee of £10 per certificate will apply.
10.5 Requests for replacement certificates due to loss or damage will incur an administration
fee of £10 per certificate.
10.6 All complaints will be handled in accordance with our internal Complaints Procedure,
which is available upon request.
11. Complaints
11.1 All complaints must be submitted in writing to the Service Provider. Complaints can be
sent via email or postal mail to the addresses provided on our official communications.
11.2 Complaints must include:
• The full name and contact details of the complainant.
• A clear description of the incident, including the date and location of the training
session.
• Any supporting evidence or documentation, such as photos or records.
11.3 The complaint must be lodged within four weeks of the incident. Complaints submitted
outside of this timeframe may not be considered unless exceptional circumstances can be
demonstrated.
11.4 Upon receipt, we will:
• Acknowledge the complaint within three business days.
• Investigate the matter thoroughly.
• Provide a response or resolution within 14 business days, depending on the
complexity of the issue.
11.5 If the complaint cannot be resolved immediately, the Client will be informed of the
extended timeline and any steps being taken to address the issue.
12. Rescheduling
12.1 The Service Provider reserves the right to reschedule public course dates in the event
of unforeseen circumstances, such as:
• Adverse weather conditions.
• Instructor unavailability due to illness or emergencies.
• Venue-related issues or other logistical challenges.
12.2 In the event of rescheduling:
• Clients will be notified at least 14 days in advance, wherever possible.
• An alternative course date will be provided at no additional cost to the Client.
12.3 If the proposed rescheduled date is unsuitable for the Client:
- The Client may request to transfer their booking to another available course within
the same training category. - Any requests for refunds will be assessed based on our cancellation policy.
12.4 For courses rescheduled within seven days of the planned date due to emergencies,
the Service Provider will prioritise accommodating all affected participants in the next
available session.
12.5 Clients are responsible for ensuring adequate time for travel to rescheduled courses.
Delays caused by traffic, weather, or other personal circumstances will not qualify for further
rescheduling or refunds.
12.6 All bookings are subject to minimum and maximum delegate numbers. If minimum
attendance is not met, we reserve the right to reschedule or combine sessions.
12.7 In the rare event that we must cancel a course without offering a suitable alternative
date, any pre-paid course fees will be fully refunded.
13. Competency Sign-Off
13.1 Please note that completion of training does not automatically confirm competency.
Where applicable, workplace-based competency sign-off must be completed by a suitably
qualified professional or internal assessor unless otherwise agreed in writing.
14. Data Protection
14.1 The Service Provider shall comply with all applicable data protection laws, including the
Data Protection Act 2018 and GDPR.
14.2 Clients’ personal data will be processed lawfully and only for the purpose of service
delivery, certification, and internal record keeping. Our full Privacy Policy is available on our
website
15. Intellectual Property
15.1 All training content and materials are the intellectual property of the Service Provider
15.2 Materials may not be copied, distributed, or used without written consent.
16. Governing Law
16.1 These Terms and Conditions shall be governed by and construed in accordance with
the laws of England and Wales.
16.2 The parties agree to submit to the exclusive jurisdiction of the courts of England and
Wales in relation to any dispute or claim arising under this agreement.
