How we work

Our terms and conditions are quite straightforward. Issues rarely arise, but when they do they’re usually resolved with up-front conversation and flexibility from both parties.

Our main priority is for you to be 100 percent happy with our service. If you’re not, please tell us quickly so we can either fix it, or refund you the portion (or all) of whatever didn’t work for you. This has never happened, but we tell you to reassure you we stand behind the quality of our training.

Training terms

TRAINING: Live & virtual

Date changes 
You can postpone and reschedule a training date once, subject to availability, up to 7 days before your scheduled date. If we’ve incurred travel costs, you may be liable for any associated costs in rescheduling this travel.

If you postpone a training date twice, with less than 14 days notice the second time, a 20 percent postponement fee applies.

Date cancellations 
14 days or less: If you cancel a training date with less than 14 days notice, any deposit paid won’t be refunded. If you haven’t paid a deposit, a 30 percent cancellation fee applies. BUT in either case, you can use this cancellation fee as a credit for future bookings for courses run within six months.

7 days or less: If you cancel a date with less than 7 days notice, you’ll need to pay the full amount of the training. This is because by that late stage we would have spent a lot of time learning about your business and tailoring your course to you. It’s also likely we would have turned down other bookings for that day.

Cancelling individuals
If one of your trainees can’t attend on the scheduled date, we’ll try to reschedule them to an alternate date, if available. If they can’t reschedule to any existing dates, they’ll miss out. BUT you can always send someone in their place.

If you send a substitute, it’s ideal if we have 48 hours notice. This gives us time to tailor the course to them.

We’ll send cancelled individuals occasional communication tips to help ignite their learning until they can join a later course. They can unsubscribe at any point.

Facilitator changes 
If our allocated facilitator can’t conduct the training for any reason beyond their control (e.g. sickness, accident, disability) and no one else can replace them, we’ll either reschedule the training to the next convenient date for you, or refund the full amount to you.

Extra attendees above agreed number? 
Too many people on a course can water down its effectiveness, so we limit course numbers. But sometimes we may agree in advance to a few extra people attending. Here’s how we work when that happens:

Extra participants cost $450 + GST per person (live and virtual training) or $250 + GST per person (blended online training).

Because there’s a chance some trainees might not show up on the day (e.g. if they’re sick or are called away on a project), we’ll only charge you for the extra people if they complete the training. We’ll note the agreed numbers in advance in your proposal or quote. This extra charge covers course materials, the pre- and post-work and additional personalised tailoring of the course.

INTELLECTUAL PROPERTY

Our IP and knowledge is the result of many years of work. We love it when you or your people take that learning back into the workplace and share it with others. After all, the ‘teacher’ learns the most! However, ‘fair use’ copyright applies to our materials. If you’d like to explore ways to license and share our IP with others in your business, please get in touch.

OUR GUARANTEE

If you’re not happy, we’re not happy, and we’ll do what it takes to fix it. To help us all maximise the success of your training, there’s just one ‘condition’ to our guarantee: That your business (and course attendees) reasonably co-operate with all our preparation requests, actively participate in the training, and genuinely try to put the learning into practice when back at work.

We look forward to working with you!