Standard Terms and Conditions
The following terms and conditions apply to all orders for the purchase of services and products (as defined below) from Train Me Hospitality Ltd.
If you have any questions relating to these terms and conditions, please contact us by phone, (0131 618 9005) between Mon-Fri 08:30-17:00 excluding bank and public holidays, or email info@trainmehospitality.co.uk
These terms and conditions do not affect your statutory rights.
1. Definitions
- “Attendee” means a person who is booked to attend a Training Course.
- “TMH” means Train Me Hospitality Ltd registered with Companies House (SC799208) and having their business registered address at 1 Tylers Acre Gardens, Edinburgh, EH12 7JQ.
- “Contract” means these terms and conditions, the application form which is completed by the Customer and the booking confirmation issued by TMH to the Customer.
- “Course” means any training course organised and run by TMH which can be delivered face to face in a classroom, downloaded or streamed online.
- “Customer” means the purchaser of Services, being either an Organisation or an Individual, and, where the context so requires “Customer” also includes Attendees.
- “DP Legislation” means all applicable laws and regulations relating to the processing of personal data and privacy including the UK GDPR, Data Protection Act 2018, and the Privacy and Electronic Communications Regulations 2003 (SI 2003 No. 2426), and any statutory instrument, order, rule or regulation made thereunder.
- “Group Course” means a Course booked by an Organisation, for the benefit of its staff or other members of the Organisation, and held at a location chosen by the Organisation.
- “Individual” means a person who attends a Scheduled Course, enrols for an online course or purchases a product.
- “Products” means any physical training products and any other related products or services supplied by TMH on behalf of TMH approved suppliers.
- “Organisation” means a Customer which is a company, charity, organisation, or other group, including a family group, which books a Group Course or books places for Individuals on a Scheduled Course.
- “Scheduled Course” means a Course held at TMH premises or premises chosen by TMH on which members of the public can book a place, and on which Organisations can book one or more places for their members or staff.
- “Services” means all Courses, Training products and any other related products or services supplied by TMH.
- "Venue" means a location hired by TMH on behalf of the Customer to facilitate a Group Course.
2. Payment
- An Individual who books a place on a Scheduled or Online Course or purchases a product must make payment at the time of booking the course or ordering the product.
- An Organisation which books a Group Course or books a place for an individual on a Scheduled Course, will be issued with an invoice which the Organisation must pay in full before the Course start date.
- TMH will confirm all course bookings or product orders by email and reserves the right to withhold certificates until full payment has been cleared.
Section A – Courses (Scheduled, Group and Online)
3. Cancellations, Rescheduling and Substitution - General
- TMH may cancel or reschedule a Course at any time.
- If TMH cancels a Course, it will inform the Customer of this as soon as possible, and will give the Customer the option of attending the next available Course.
- TMH does not accept any responsibility for certificates which expire because of a cancelled Course.
- Cancellations, requests to reschedule a Course or requests to substitute an Individual on a Scheduled Course can be made by phone (0131 618 9005) or email (info@trainmehospitality.co.uk).
- Online courses cannot be cancelled once the learner has enrolled.
4. Cancellations by an Organisation of a Group Course or of places on a Scheduled Course
- If an Organisation cancels a Group Course on giving less than 14 working days’ notice of cancellation before the Group Course start date, the Organisation shall pay the full course fee for the cancelled Group Course.
- If an Organisation cancels a Group Course on giving more than 14 working days' notice of cancellation before the Group Course start date, the organisation is subject to the terms and conditions of the venue. If workbooks have been issued, the cost of said workbooks will be deducted from the refund due.
- If an Organisation cancels bookings for Individuals on a Scheduled Course on giving less than 14 working days’ notice of cancellation before the Scheduled Course start date, the Organisation shall pay the full course fees.
- The Organisation can send an alternative attendee on an in-person course to prevent any loss of funds, TMH must be advised of any change in attendee for a licensing course at least 3 working days in advance and any other training course, by commencement of the course.
5. Cancellations by an Individual
- An Individual may cancel the booking of a place on a Scheduled Course within 14 working days of making the booking.
- An Individual may cancel a place on a Scheduled Course at any time up to 14 working days before the Course start date.
- If an Individual cancels a booking under sub-clause 5(a) or sub-clause (b) above, TMH will refund the fee, less the cost of any training material sent to the individual and postage.
- If an Individual cancels a booking of a place on a Scheduled Course more than 14 working days after making the booking and the Scheduled Course is within 14 days of the date of cancellation, TMH will not refund the fee.
- Online courses cannot be cancelled once the learner has enrolled and started.
6. Details of persons attending Scheduled Courses
- An Organisation which has booked a Scheduled or Online Course must give details of the persons who will attend that Scheduled Course, not later than 3 days prior to the start of the Scheduled Course.
7. Rescheduling of Group Course
- An Organisation may reschedule a Group Course without charge, provided that the TMH receives the request at least 14 working days before the start date of the initial Group Course.
- If a request to reschedule a Group Course is received fewer than 14 working days before the Group Course start date, the Organisation will incur a charge of 50 per cent of the initial Group Course fee.
8. Course Timing and Booking Confirmation
- Good time keeping throughout the Course is essential.
- TMH will email a booking confirmation to the booker which includes information about the start time of the Course.
- If the booker does not receive a booking confirmation, it is the responsibility of the booker to contact TMH either by phone (0131 618 9005) or email (info@trainmehospitality.co.uk) to arrange for the booking confirmation to be re-sent.
- If an Attendee fails to attend a Course because the booker did not receive a booking confirmation, the Customer must still pay the full cost of the Course.
- It is the responsibility of the booker to ensure that the Attendee is fully briefed and made aware of these instructions about attendance, and all other Course requirements, before attending the Course.
- TMH will post training certificates and invoices to UK addresses. If a Customer requires TMH to send documentation outside of the UK, the Customer may be required to pay an additional fee.
- If a Customer requires copies of TMH material, the Customer may be required to pay an additional fee.
9. Attendance
- a. Attendees must attend and complete all aspects of the Course to qualify for certification and pass any exam - where certification/exam participation is applicable.
- Individuals must complete all aspects of the online course and pass any exam to qualify for certification – where certification/exam participation is applicable.
- The full cost of the Course will be charged for Attendees who arrive late or are absent from all or part of the Course. This applies even if the Attendee is refused admittance due to lateness.
10. Meeting the needs of Attendees
- TMH has an Equal Opportunities Policy.
- To enable TMH to ensure that all Attendees are treated fairly and their requirements are fully met, the Customer must tell TMH in advance of any special arrangements that an Attendee needs in order to enable the Attendee to participate fully in the training.
- TMH does not provide any specialist equipment and/or personnel such as signers or translators however, these can be sourced at the Customer’s own cost. Where signers or translators are required, they may attend the course to support attendees without charge.
11. Attendee age, fitness and disposition for first aid training courses
- The duties of a first aider can be physically demanding. All Attendees must be:
i. physically able to provide colleagues with first aid, e.g. able to kneel on the floor and administer cardio pulmonary resuscitation, in line with the Health & Safety Executive’s (HSE) Approved Code of Practice,
ii. free from any condition that will affect their participation in the Course and their capability to carry out the duties of a first aider,
iii. reliable, with the necessary disposition and communication skills,
iv. able to cope with stressful and physically demanding emergency procedures,
v. easily reachable in the event of an emergency at work, and
vi. 16 years old or above.
- Attendees who are unable to meet the above requirements or fail to meet the pre-set assessment criteria for the course will not be awarded a certificate and will not be able to act as first aiders in the workplace.
- It is the responsibility of the Customer to select suitable persons to train to become first aiders in the workplace.
12. Limitation of liability
- Except in respect of death or personal injury caused by the negligence of TMH, TMH shall not be liable by reason of any representation (unless fraudulent) or implied warranty, condition or other term, or any duty at common law or under these Terms and Conditions, for any loss of profit or any indirect special or consequential loss, costs, expenses or other claims for compensation.
- TMH’s entire liability to the Customer under or in connection with the Contract and the provision of Services shall not exceed the sum of twice the price paid by the Customer for the Services. Nothing in this paragraph is intended to exclude any liability on the part of TMH for fraud.
Section B – Products
13. Payment
- TMH will confirm all product orders by email and reserves the right to withhold Products until full payment has been cleared.
- The order form will collect details of business name, address and contact details together with a description of the goods and services and prices paid and delivery charges.
- Customers can make payment for products by using credit/debit cards, BACS or bank transfer or within 30 days if paying by invoice. TMH no longer accepts cheques.
14 . Delivery of Products
- Dates specified by TMH for the delivery of Products are 30 days from placement of order unless otherwise agreed. All efforts will be made to ensure delivery shall be within a reasonable time.
- Please note that deliveries to the Highlands and Islands, Channel Islands, Isles of Scilly, and Isle of Man may take longer.
- TMH, it will use its best endeavours to ensure that each body to which the personal data is disclosed process only in accordance with documented instructions and maintains equivalent measures and processes, including confidentiality obligations and security measures to comply with the DP legislation.
15. Cancellation of Products purchases
- The Customer has 14 days to cancel their order from the day of purchase by written confirmation in email to info@trainmehospitality.co.uk
- If the customer cancels their order within 14 days then they will need to pay a handling and re-stocking fee of 10% of the net order value.
16. Products returns
Missing or Damaged Products
- To notify TMH of missing or damaged products customer should contact our Office by phone, 0131 618 9005 between Monday to Friday 8:30– 17:00 excluding bank and public holidays.
- TMH must be notified of missing or damaged Products within 48 hours of receipt of goods.
Product Returns
- Requests to return Products must be made within 14 days from the date the Customer receives their Products purchase.
- To arrange a Product return customer should contact our Office by phone, 0131 618 9005 between Monday to Friday 8:30– 17:00 excluding bank and public holidays.
- Returned Products must be new, unused, in saleable condition and in original unopened packaging. Returned Products are subject to further evaluation upon receipt. A postage fee and restocking fee will be charged for any returned Products.
- The return of undamaged Products must be at the customer’s expense.
Faulty/Damaged Products
- To report a faulty/damaged product please contact our Office by phone, 0131 618 9005 between Monday to Friday 8:30– 17:00 excluding bank and public holidays. Photographic evidence may be required
19. Complaints/Appeals
- For any complaints regarding TMH products or services, please refer to our Complaints Procedure document.
2. If an attendee wishes to appeal any training course result, please refer to our Candidates Appeals Process document