Terms & Conditions
Plain English summary
These key points help you understand the agreement. This summary is not a replacement for the full terms below. Please read the full terms before accepting. If the summary and full terms differ, the full terms apply, subject to any express variation in your Booking Confirmation.
Your booking. For commissioned training, the Booking Confirmation sets out your programme, learner places, price and delivery pattern. Dates are agreed separately. The usual completion period is twelve months.
Payment. We invoice after each training day, whether we deliver one or two half-day sessions. Payment is due within 30 days. Public courses are normally paid when booked.
Bulk savings. Volume discounts are 5% for 5–9 half-day sessions and 10% for 10 or more. If you reduce or cancel your programme, we may recalculate the discount and invoice the difference, including for training already delivered. Sessions cancelled with a 100% charge count towards the threshold.
Cancellation. For confirmed commissioned dates: more than 28 days before, no cancellation charge; 15–28 days, 25%; 8–14 days, 50%; 7 days or fewer, 100%. A volume discount adjustment may still apply even when cancellation itself is free. Public course rules differ - see section 10.
Changing dates. Contact us in writing. We will try to accommodate changes. Any rescheduling charge must be explained and agreed in writing.
Learners and certificates. You manage learner allocation and reallocation across booked commissioned sessions without needing our permission. Every session has a maximum of 15 learners. There is no minimum attendance requirement; we may deliver the agreed session to one learner at the full session fee. Low turnout caused by learner absence or your administrative errors does not reduce the session fee or entitle you to free replacement sessions. Learners must meet the attendance and assessment requirements for a certificate.
Toolkit resources. Eligible trained learners may use their course resources only while working for the purchasing Client and only for that Client’s work. Access credentials and restricted resources must not be shared with unlicensed people. Publicly available resources remain separate.
Other important terms. Training is educational and does not guarantee clinical or organisational outcomes. Recording is prohibited without agreement. Confidentiality, data protection and liability provisions appear below. English and Welsh law governs the agreement.
1. Definitions
In these Terms & Conditions:
"Arraglen Training", "we", "our" and "us" mean Arraglen Training.
"Client" means the organisation or individual purchasing training.
"Public Course" means a scheduled course advertised by Arraglen Training and booked through our online booking system.
"Commissioned Training" means training delivered exclusively for a Client under a Booking Confirmation.
"Booking Confirmation" means the signed commercial agreement for Commissioned Training.
2. Formation of Contract
Public Course bookings become binding when booking is completed through our website. Commissioned Training becomes binding when the Client signs the Booking Confirmation or provides written acceptance by email. The Booking Confirmation and the version of these Terms & Conditions supplied before acceptance together form the agreement. A later version does not amend an existing agreement unless both parties agree in writing. Signatures on these terms may record acceptance but are not an additional requirement where acceptance has already been given in writing.
3. Training Services
Training is delivered live via Microsoft Teams. Sessions are delivered with reasonable skill, care and professionalism. Training is educational in nature and no guarantee is given regarding specific organisational, professional or clinical outcomes.
4. Commissioned Training
Commissioned Training sessions, learner numbers, pricing and any promotional offers are recorded in the Booking Confirmation. Individual session dates will be agreed separately in writing. Unless otherwise agreed, commissioned sessions should be delivered within twelve months of acceptance.
5. Fees and Payment
The fees payable for the Training Services are those set out in the Booking Confirmation or, for Public Courses, those displayed on the Arraglen Training website at the time of booking.
5.1 Public Courses
Payment for Public Courses is due in full at the time of booking through the Arraglen Training website, unless otherwise agreed in writing.
5.2 Commissioned Training
Arraglen Training will issue an invoice after each delivery day, whether one half-day session or two half-day sessions are delivered, unless otherwise agreed in writing.
Payment is due within 30 days of the invoice date.
Where training is commissioned over multiple delivery days, each delivery day will be invoiced separately unless the Booking Confirmation states otherwise.
Where the Client requires a Purchase Order, it should be provided before the first training session wherever reasonably practicable. Failure to provide a Purchase Order does not remove the Client's obligation to pay correctly issued invoices.
5.3 Promotional Pricing
Any discounts or promotional pricing will be shown in the Booking Confirmation. Unless expressly agreed in writing, promotional offers cannot be combined.
5.4 Late Payment
Arraglen Training reserves the right to charge interest on overdue invoices where permitted by law. Interest shall accrue only where legally recoverable and in accordance with the applicable statutory rate.
5.5 Volume discounts and programme reductions
Unless expressly agreed otherwise in the Booking Confirmation, commissioned volume discounts are based on the total number of half-day sessions under that Booking Confirmation: fewer than 5 sessions, no volume discount; 5–9 sessions, 5%; 10 or more sessions, 10%. Each half-day counts as one session, including when two sessions are delivered on the same day. The initial discount is applied provisionally to each delivery invoice against the agreed programme volume.
If the Client cancels or reduces the programme, including sessions for which dates have not yet been agreed, the discount is recalculated against the revised qualifying volume. This comprises sessions already delivered, sessions remaining commissioned for delivery, and cancelled sessions for which the Client is liable to pay 100% of the agreed session fee under section 11. Sessions attracting no cancellation charge or a partial cancellation charge do not count towards that volume.
The revised discount applies to the original agreed fees before volume discount for sessions delivered and remaining commissioned. Same-day pairing savings remain in place for sessions delivered in pairs. Current published prices are not substituted for the original agreed rates. Where a change to future delivery removes same-day pairing, the agreed alternative price in the Booking Confirmation applies; otherwise a revised price must be agreed in writing before the changed delivery takes place.
Arraglen Training may issue an adjustment invoice for the difference between the revised price of training already delivered and the amounts previously invoiced for that training, after allowing for any earlier adjustments or credits. Payment is due within 30 days of the adjustment invoice date. The invoice will show the revised qualifying volume, discount and calculation. Any further programme change will be reconciled on the same basis, with a credit where an earlier adjustment is reversed.
Cancellation charges are calculated separately under section 11 using the originally agreed discounted fee allocated to the cancelled session. No retrospective discount adjustment is added to a cancellation charge. A cancelled session charged at 100% counts towards the volume threshold whether or not its invoice has yet been paid. This does not waive payment obligations.
No discount reduction applies to a loss of volume caused by Arraglen Training cancelling, a valid termination by the Client because of Arraglen Training’s material breach, or events covered by section 19. The discount otherwise applicable is preserved for those reductions. A lower learner turnout does not itself reduce the number of commissioned sessions.
For example, ten half-day sessions booked as five paired days at £900 per day before volume discount cost £810 per day after a 10% discount. If the Client ends the programme after three paired days and the remaining four sessions attract no cancellation charge, six sessions qualify for 5%. The completed training is repriced at £2,565 rather than £2,430, giving an adjustment of £135.
6. Client Responsibilities
The Client is responsible for allocating and reallocating learners across booked commissioned sessions, ensuring learners have suitable equipment, internet access and a suitable learning environment, and distributing accurate joining instructions.
7. Joining Instructions
Arraglen Training will normally issue joining instructions to the Client approximately five working days before each scheduled commissioned session. The Client is responsible for sending the correct session link, date, time and attendance requirements to each learner, including anyone reallocated to another session. For Public Courses, joining instructions will normally be sent to the booking contact or registered learner.
8. Attendance and Session Capacity
Learners are expected to attend the full session and participate appropriately. Arraglen Training reserves the right to refuse admission to, or remove from, a session anyone whose behaviour significantly disrupts delivery.
8.1 Maximum learner numbers
Every session has a maximum of 15 learners. For Commissioned Training, this limit applies separately to each half-day session, including sessions delivered on the same day or within a larger programme. Learner places cannot be pooled across sessions to exceed this limit. Arraglen Training may refuse admission to learners above the limit.
8.2 Learner reallocation
The Client may reallocate learners across its booked commissioned sessions without seeking permission from Arraglen Training, provided that no session exceeds 15 learners. Reallocation does not change the booked course, session dates or delivery pattern. Learners must meet the relevant course prerequisites and full attendance requirements. Arraglen Essentials must be completed before Advanced.
8.3 Reduced attendance and unused places
There is no minimum attendance requirement for a commissioned session. Arraglen Training may proceed where only one learner attends, without seeking further authorisation from the Client. Provided the agreed training is delivered, the full agreed session fee remains payable. Low attendance alone does not require Arraglen Training to cancel or reschedule the session.
Where Arraglen Training is ready and able to deliver the booked commissioned session, reduced attendance caused by learner absence, incorrect distribution of joining instructions or other administrative errors within the Client’s control does not reduce the agreed session fee. A session delivered with fewer learners counts as a delivered session within the commissioned programme.
Unused places in a delivered session do not create an entitlement to a refund, credit, free replacement session or places above the 15-learner limit in any other session. The Client may reallocate absent learners to available places in its other booked sessions under section 8.2. If no learners attend, the session is treated as a same-day cancellation under section 11, provided Arraglen Training was ready and able to deliver it. This does not create an additional charge on top of the cancellation fee.
8.4 Additional sessions
Any additional sessions needed to accommodate learners who missed training must be separately booked and paid for at a price agreed in writing before booking. Arraglen Training is not required to provide additional sessions free of charge because of unused places in an earlier session.
9. Certificates
Certificates are issued only to learners who satisfy the full attendance requirements and any stated assessment requirements. Learners should join 15 minutes before the scheduled start. Late arrival, early departure or missed teaching may result in a certificate being withheld. Where the requirements are not met, the learner must attend the relevant course again in full; individual catch-up teaching is not provided. Any additional booking is subject to the applicable fee.
10. Cancellation - Public Courses
Bookings for Public Courses must be made at least three days before the course date.
If the Client cancels:
• More than 14 days before the course: no cancellation fee.
• 7-14 days before the course: 25% of the course fee is payable.
• Less than 7 days before the course: 50% of the course fee is payable.
Where a participant fails to attend without prior notice, no refund will be given.
11. Cancellation - Commissioned Training
Cancellation charges apply to confirmed session dates:
• More than 28 days: no cancellation charge.
• 15-28 days: 25% of the session fee.
• 8-14 days: 50% of the session fee.
• 7 days or fewer: 100% of the session fee.
Notice must be given in writing. The notice period is measured in calendar days before the confirmed session date. For paired days, any cancellation charge is based on the agreed allocation of fees between the two half-day sessions in the Booking Confirmation.
The Client may cancel or reduce undated sessions in writing without a date cancellation charge. Cancellation of dated or undated sessions may nevertheless trigger a volume discount adjustment under section 5.5, even where no cancellation charge is payable. An agreed replacement date under section 12 is not itself a programme reduction.
12. Rescheduling
Rescheduling requests must be made in writing and will be accommodated wherever reasonably practicable. Any proposed charge for additional costs or loss of reserved delivery time must be explained and agreed in writing before the change is confirmed. Rescheduling does not itself reduce the commissioned volume. If the Client cancels the original date without an agreed replacement, section 11 applies.
13. Cancellation by Arraglen Training
If we cancel because of circumstances beyond our reasonable control, we will offer an alternative date or refund any fees paid for the affected training.
Any resulting reduction in programme volume will not reduce the Client’s volume discount under section 5.5. This section does not limit remedies available for our breach of contract.
14. Password-Protected Resources and Learner Licences
Following completion of an eligible Arraglen course, each learner who completes that course may receive access to the corresponding password-protected online toolkit. The documents and resources made available through that toolkit are referred to in these Terms as the Licensed Resources.
Essentials Licence: a learner who completes Arraglen Essentials is licensed to use the resources in the Essentials toolkit, up to and including the BASELINE and SPECTRUM Carer Checklists.
Advanced Licence: a learner who completes Arraglen Advanced is additionally licensed to use the further resources in the Advanced toolkit. Completion of Arraglen Essentials is a prerequisite for Advanced.
Each learner licence is non-exclusive, non-transferable and revocable. It applies only while that learner is working for the Client that commissioned or purchased the relevant training, and only for work carried out for that Client. The licence ends automatically when the learner stops working for the Client, unless Arraglen Training agrees otherwise in writing.
A licensed learner may use the Licensed Resources to support the assessment and care of people receiving services from the Client, reproduce reasonable numbers of working copies for that purpose, and retain completed assessment and review documents as part of an individual’s care records.
The learner and the Client must not:
• share passwords or access credentials with any unauthorised person;
• provide the Licensed Resources to unlicensed staff or to another organisation;
• upload the Licensed Resources to publicly accessible websites, shared drives accessible by unlicensed people, third-party platforms or online repositories;
• reproduce, publish, sell, sublicense, adapt or distribute the Licensed Resources outside the scope of the licence granted under this agreement; or
• use the Licensed Resources to provide consultancy, training or commercial services to third parties without the prior written permission of Arraglen Training.
The Client is responsible for taking reasonable steps to limit toolkit access to eligible trained learners and to require any learner who stops working for the Client to stop accessing and using the toolkit and Licensed Resources.
Any wider access for untrained staff or organisation-wide implementation requires a separate written agreement with Arraglen Training.
Resources that Arraglen Training makes publicly available through its website or other published channels are not subject to this licence unless expressly stated.
Arraglen Training reserves the right to suspend or withdraw access to the Licensed Resources where it reasonably believes that the licence has been breached or has ended.
15. Intellectual Property
Unless expressly stated otherwise, all training materials, presentations, downloadable resources, videos, guidance documents and other educational content remain the intellectual property of Arraglen Training.
16. Confidentiality
Information shared during training will be treated confidentially except where disclosure is required by law or necessary because of safeguarding or serious safety concerns.
17. Data Protection
Each party will comply with applicable data protection legislation when processing personal information relating to the training.
18. Recording
Recording, photographing or screen capturing training is prohibited unless agreed in writing.
19. Force Majeure
Neither party shall be liable for delay or failure caused by events beyond its reasonable control.
20. Limitation of Liability
Nothing in this agreement excludes or limits liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation, or any other liability that cannot lawfully be excluded or limited. Subject to this, Arraglen Training shall not be liable for indirect or consequential losses, and its total liability arising under the agreement shall not exceed the total fees paid or payable under the relevant Booking Confirmation or Public Course booking. Nothing in these terms removes statutory rights that cannot lawfully be excluded.
21. Governing Law
These Terms & Conditions are governed by the laws of England and Wales.