Terms & Conditions

Certification and Training Courses

General Course Bookings

  • Bookings are accepted on a "first-come, first-served" basis. If a course or event is fully booked, students will be placed on a waiting list.
  • Payment or a Purchase Order is required within 14 days of the invoice unless alternative payment arrangements have been agreed upon with your Account Manager.
  • Student enrolment is not guaranteed until payment is received.

Course Cancellations & Refunds

  • In the event you need to cancel your course, written notice via email within 10 business days of the course start date is required. The full course fee may be forfeited. Please discuss with your account manager if you are unable to attend.
  • No refunds are provided for "No Shows." Cancellations must be made in writing.
  • Student substitution is available up until the course commencement. If you are unable to attend your course but you have a colleague who can please provide written notice via email for the change to be made.
  • ITSM Hub reserves the right to change course dates, content, and fees without prior notice.

Self-Paced Online Training

  • All course fees must be paid in full prior to the self-paced online course and associated exam being activated, unless alternative arrangements have been agreed upon with your Account Manager.
  • Self-Paced Online training courses and exam vouchers are non-transferrable. 
  • ITSM Hub partners with the following organisations to deliver our self-paced online courses, additional terms may apply.
    • The Stationary Office (TSO) 
    • iLearn
    • AI Certs 
    • PeopleCert

Training credit/Pre-paid training vouchers

  • Pre-payment for future training without booking a scheduled course will be treated as a "Training Credit," valid for 12 months from the purchase date. Training Credits must be used within this period or they will expire, with no refunds provided.

Private Courses

  • A "private course" refers to training organised exclusively for the purchasing organisation, with participants restricted to those selected by the company. Private courses can be held onsite at the Client's location, at our location or in our virtual classroom.
  • To confirm a private course booking, payment or a purchase order is required at the time of signing and accepting the quote.

Course Transfers & Rescheduling

  • Cancellation or rescheduling requests must be submitted in writing at least 10 business days prior to the course start date.
  • No refunds are issued for cancellations within 10 business days of the course, or for "No Shows." Substituting an attendee or rescheduling the course date is permitted once per booking, provided the request is made at least 10 business days prior to the course.
  • Date change requests received less than 10 business days prior to the course start date will incur a fee of 50% of the total course price.
  • Multiple date transfers are subject to an administrative fee of $250 + taxes, in addition to any penalties for rescheduling within 10 business days of the course.

Examination Providers

1. Examination vouchers are provided from our accreditation vendors. These are provided on the first day of the course and are non-refundable.

2. Examination vendors terms and conditions vary. Students are responsible for complying with the terms and conditions of the examination vendor;

Examination provider terms and conditions include, but are not limited to;

  • 48-hours notice to re-schedule or cancel an examination booking. An admin fee may be applicable after this time, paid directly to the examination provider or the examination voucher may become void.
  • Students set themselves up in a quiet space with a webcam, speakers and a reliable internet connection.
  • Students provide valid identification to the certification Proctor.
  • The re-sit (when included with an exam voucher) is enabled only in the case of a ‘fail’ result and is not enabled where a student is marked absent. The re-sit exam is available for 6 months from the date of the candidates initial exam and must be completed within the initial 12-month period. Please refer to the examination body for further clarification or contact us for details. 

Students are solely responsible for ensuring that they have sufficient and compatible hardware, software, telecommunications equipment and Internet service necessary for use of the Online Services. 

Please refer to the relevant examination body for their full T&C’s.

Consulting Services 

Scope of Work / Engagement Terms

  • All consulting work is governed by an agreed Statement of Work (SOW) or proposal, which sets out the deliverables, timelines and fees. 
  • Changes to scope require written agreement and may affect fees and timelines.

Fees and Payment

  • Proposed fees will be based on a fixed-fee or time-and-materials basis depending on the engagement and scope. The breakdown in the fees will be included within the SOW. 
  • Payment terms are 50% upon commencement and 50% upon completion of the engagement. Depending on the scope and timelines. A milestone payment arrangement can also be agreed upon. 

Client obligations

  • Clients must provide timely access to relevant staff, documentation and systems required during the duration of the engagement. A timeline will be agreed upon during the discovery phase of engagements. 

Deliverables and Acceptance

  • Deliverables, timelines and acceptance will be defined for each engagement via the Statement of Work (SOW). 

Cancellation and Postponement

  • In the event you need to cancel or change your consulting commencement dates, written notice via email within 20 business days of the engagement start date is required. A 25% cancellation fee may be charged. Please discuss with your account manager.