Terms & Conditions

Registration and Payment:

A signed booking form or purchase order number must be completed and returned to Purple Griffon Ltd prior to the commencement date of the training. On receipt of this, Purple Griffon will issue any necessary joining instructions and/or pre-reading.

Payment Terms:

All invoices must be paid within thirty days of the date of invoice. Payment must be made on time, in full, and without any deduction, set off or counterclaim. In the event that an account is outstanding, we reserve the right to refer the matter to our debt collection agents, Daniels Silverman Limited, which will incur a surcharge of 15% of the debt, plus VAT at the prevailing rate. You agree that you will be legally liable to pay us that surcharge, and that payment of the same can be enforced against you in court. You also agree to pay interest at the relevant reference rate provided for under the Late Payment of Commercial Debts (Interest) Act 1998, which interest is payable both after and before any judgement of the court and continues to accrue.

Passport bookings (that covers items such as advanced bookings, block bookings and BOGOF (Buy One Get One Free) sales offerings) and course bookings, refer to a non-refundable, non-cancellable, 12 month agreement between the client and Purple Griffon, from the date of booking. This covers all bookings taken for course delivery and/or consultancy services provided by Purple Griffon.

In the event that a quote for training/consultancy services has been provided, the quoted price is valid for thirty days from the quote date. If confirmation is not received within the thirty days, Purple Griffon reserve the right to revisit the figures if the potential client subsequently wishes to confirm the booking.

Multiple course bookings that span more than two months will be invoiced separately, with the due date for each being as agreed with the client – nominally thirty days from invoice date.

Cancellation:

Tutor-led courses: Please confirm any cancellation in writing 28 working days before the scheduled start of the course. NO REFUNDS can be made for cancellations received less than 28 working days before the course start and full payment will be due. NO REFUNDS can be made for cancellations and NO COURSE DATES WILL BE MOVED with less than 28 working days’ notice where a delegate fails to meet the pre-requisites for the course and full payment will be due. This includes being unable to provide paper photocopies of any certificates needed as a pre-requisite to the course and associated exam. Delegates attending the course, but failing to produce the required photocopies, will not be allowed to sit the exam and no refunds will be made and full payment will be due. In the event of a delegate being unable to attend the course, substitutions are welcomed at any time for the date booked, providing they can supply the required pre-requisites. If a substitute is not possible, and the delegate is moved to another date, the full course costs are liable.

Purple Griffon will make all reasonable endeavours to ensure any training course for which bookings have been accepted is not cancelled. However, we reserve the right to cancel, change, or re-schedule any course. Should a course be cancelled, alternative dates will be offered. If rescheduled dates are not suitable, Purple Griffon will refund the cost of the booking in full. No other compensation will be given.

E-learning courses: Candidates who purchase an e-learning course from Purple Griffon, do so on the understanding that a cancellation cannot be requested, as access will be provided to the candidate at the earliest opportunity.

Examination Requirements:

All delegates sitting an examination whereby a pre-requisite qualification is required, will be obliged to provide appropriate evidence in advance of taking the exam. Note that it is the delegates’ responsibility to provide the pre-requisite evidence, which can normally be provided by the delegate contacting the Examination Institute (EI) utilised for the original examination, if required. Evidence will be collected and recorded by the Accredited Training Organisation and posted along with the examination pack. Accordingly, Purple Griffon requires all delegates to bring paper photocopies of any required examination certificate to each and every course they attend. Delegates who fail to do so will NOT be able to sit the exam and Purple Griffon accepts no responsibility for this. No refunds will be given and full payment will be due. For details of any pre-requisites associated with your chosen course please refer to the pre-requisite tab on the course page of the website. If you need help or further clarification please contact your account manager or email info@purplegriffon.com and we will be happy to assist you.

Additional Needs Requirements:

As one of our delegates, your learning experience is important to us. Therefore, if your experience could be impacted as a result of a disability, visual impairment or medical condition, please inform us at the earliest opportunity so that appropriate alternate arrangements can be made.

Indemnity:

Should for any reason outside the control of Purple Griffon Ltd. the venue or the speaker change, or the event be cancelled due to industrial actions, adverse weather conditions or an act of terrorism Purple Griffon Ltd will endeavour to re-schedule but the client hereby indemnifies and holds Purple Griffon Ltd harmless from and against any and all costs, damages and expenses, including attorney fees, which are incurred by the client. The construction validity and performance of this Agreement shall be governed by all aspects by the laws of England to the exclusive jurisdiction of whose court the Parties hereby agree to submit.

Complaint Handling Policy

Goals of the policy

Purple Griffon value complaints as they assist us to improve our products, services and customer service.

This policy has been designed to assist both customers and staff. Purple Griffon is committed to consistent, fair and confidential complaint handling and to resolving complaints as quickly as possible. We aim to make it easy for people to make a complaint if they are dissatisfied and we will treat all customers making a complaint equally.

Definition of a complaint

Complaints are defined as any expression of dissatisfaction or grievance made to staff by a customer or member of the public in relation to our business.

Recording complaints

All complaints made, verbal or written, will be recorded at the time the complaint is made, or as soon as possible afterwards and held in the Complaints folder. The complaint should be recorded by the staff member who took the details.

When taking a complaint, staff will record the name and contact details of the customer, as well as full details of the complaint including the date. Details of all communication with the customer and any actions to resolve the complaint will be recorded in the same place.

Recorded complaints will also be monitored for any ongoing trends by management and efforts made to resolve any ongoing issues.

Customers' personal details or details of their complaint will not be divulged to third parties unless we have their written consent.

Informing customers of progress

We strive to resolve all complaints within seven days. Written complaints will be acknowledged promptly within 2 days.

Customers will be given an approximate timeframe at the time they make their complaint. Customers will be informed of the progress of their complaint regularly, especially if there are any delays or changes to what has been agreed.

Customers will be informed of any changes to our products or services as a result of their complaint.

Where appropriate, customers who have had a complaint resolved will be contacted at a later date to see if they are happy with how their complaint was handled.

Responding to complaints

All people making a complaint will be treated with courtesy. Where possible, complaints will be resolved at the first point of contact. If appropriate to the complaint, frontline staff can offer a discount on the next course (must be agreed by Sales Office Manager) to resolve a complaint immediately. Complaints will still be recorded.

If the complaint can't be resolved immediately, the customer will be given a timeframe, a contact person and details of our complaint handling process. Where possible, the staff member taking the complaint details will be the contact person.

Escalation of complaints

If a complaint cannot be resolved by the usual complaint process, it should be referred to the Head of Business Development and ultimately the Operations Director and the customer will be informed and given an amended timeframe for resolution.

If we cannot resolve the complaint to the customer's satisfaction, we will inform them about where they can take further action (e.g. the appropriate Examination Institute, such as BCS, APMG, Peoplecert etc).

Review of complaint handling policy and procedures

Purple Griffon is committed to continuous improvement and this policy will be reviewed regularly (at least every year) for effectiveness and updated.

This complaint handling policy is supported by management. We commit to providing this policy to all staff and displaying it on our website.

Website Disclaimer

The information contained in this website is for general information purposes only. The information is provided by Purple Griffon Limited and while we endeavour to keep the information up to date and correct, we make no representations or warranties of any kind, express or implied, about the completeness, accuracy, reliability, suitability or availability with respect to the website or the information, products, services, or related graphics contained on the website for any purpose. Any reliance you place on such information is therefore strictly at your own risk.

In no event will we be liable for any loss or damage including without limitation, indirect or consequential loss or damage, or any loss or damage whatsoever arising from loss of data or profits arising out of, or in connection with, the use of this website.

Through this website you are able to link to other websites which are not under the control of Purple Griffon Limited. We have no control over the nature, content and availability of those sites. The inclusion of any links does not necessarily imply a recommendation or endorse the views expressed within them. Every effort is made to keep the website up and running smoothly. However, Purple Griffon Limited takes no responsibility for, and will not be liable for, the website being temporarily unavailable due to technical issues beyond our control.

Exam Identification Policy

Delegates are required to bring a means of photo identification on the day of the exam, (including but not limited to, Passport, ID card and Driving Licence). If proof of identification is not provided to the Tutor/Invigilator prior to the examination, Purple Griffon reserve the right to refuse the delegate entry to sit the exam

Acceptable Forms of ID

Any official documentation which includes photographic ID, the person's name and is valid (current) may be used such as:

  • Passport
  • Driving Licence Government issued ID (if it includes the person's photo or signature)
  • Military ID (if it includes the person's photo or signature)
  • Staff ID (if it includes the person's photo or signature)
  • National ID card (if it includes the person's photo or signature)
  • EEA (European Economic Area) member state ID card]
  • UK/EU photo card

The documentation must either be:

  • The original
  • A certified photocopy (see Section below for more information)

If a delegate does not have one of the photographic ID's stated above then the following is an acceptable alternative:

Evidencing two different types of identification from the following list:

  • Financial Institution Statements e.g. Bank or Building Society Statement, Saving Account, Loan Documents (Dated within the last 3 months)
  • Vehicle Registration or Title
  • Utility Bill (Dated within the last 3 months)
  • Valid Union Membership Card
  • Valid Social Security Card
  • Valid Health Security Card
  • P45, P60 or payslip (Dated within the last 3 months)
  • Marriage Certificate
  • Birth Certificate
  • Name Change from a Court Decree
  • TV licence in your name and current address (Dated within the last 12 months)
  • Mortgage statement (Dated within the last 3 months)
  • Council Tax Statement Dated within the last 12 months)

Who Can Sign a Photocopy of the Original Document?

This is the person who can counter sign the document to confirm the person in the photograph.

The counter signatory should:

  • Have known the applicant for at least two years

The counter signatory should not:

  • Be related to the applicant by birth or marriage
  • Be in a personal relationship with the applicant
  • Live at the same address as the applicant

Once this has been done then the photocopy will be certified and acceptable to BCS.

Validity of the Document

In order for the identification to be considered valid it must:

  • Be current (not expired)
  • Contain the applicant's name, signature and/or photograph
  • Be the original document or be a photocopy which has been certified according to the guidelines in the section above.

If you have any questions regarding these requirements please contact one of our account managers on 01539 736828.

Course Expiry

All on-line courses have a set duration as defined for each individual course. You will not be able to access an on-line course once it has expired unless a course extension is purchased. Course commencement will start when the course is first logged into or automatically after 28 days from purchase/set-up. NOTE: The course extension will start from the date of the original expiry date.

For online and classroom course passports (consisting of multiple related courses). The passport will expire after a 12 month period from the date of purchase.

On-Line Courses

All on-line courses provided by ITSM Zone Ltd (ATO).