Terms & Conditions

Terms and Conditions


Can be made by email, phone or online.

Written notification of cancellation is required within 1-30 days of the course. Cancellations are subject to certain charges (see table below). Failure to attend a course without prior written notification will be subject to a 100% cancellation charge, payment to be made immediately. If payment has already been made no refund of fee is due.

Clients may substitute the original delegate with another person at no extra charge. Written notification within 48 hours of the course is required to substitute a delegate.

You may change the date of attendance at a course. Transfers are once-only and if that transfer is then cancelled or changed at any time, the full course fee remains payable. Transfers are subject to certain charges (see table below). Written notification at least 48 hours prior to the start of the course is required to transfer a delegate. No transfers will be made within 48 hours of course commencement.

All course fees must be paid in full not later than 30 days prior to the start of the course or immediately for bookings made within 30 days. All prices exclude VAT if applicable.

Cancellation of course
SDI reserves the right to amend course content, tutors, venues, times, dates or published prices, or to cancel a course. Changes to prices, times and dates will be advised before the course start date and any course paid in full will not be subject to the increased price.

Special Requirements and Dietary Requirements
Special requirements and dietary requirements can be met and arrangements for personal religious worship or disabled delegates can be easily made. Simply state your requirements at the time of booking and we will make all the necessary preparations prior to your arrival.

Data Protection
SDI takes the security of your personal information seriously. Please refer to SDI’s Privacy policy for full details of how we take care of your personal information. To make enquiries about your personal information, exercise any of your rights set out in the Privacy Policy or make a complaint, please contact hello@sdi-e.com or write to the Data Protection Officer at The Service Desk Institute at Aston House, 50 Wheatlands, Southwell, Portland, Dorset, DT5 2EB, United Kingdom.


Transfer and Cancellation Charges
A percentage of the full course fee is payable for transfers and cancellations in accordance with the following timescales.

Days Notice Required   Transfer Fee      Cancellation Fee 
61+ days No charge No charge
31 – 60 days 5% 15%
15 – 30 days 20% 50%
2-14 days 50% 100%
Failure to notify within 2 working days 100% 100%
Failure to attend transfer fee 100% 100%


Failure to notify within 48 hours results in a 100% Transfer Fee and a 100% Cancellation Fee.


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