Terms & Conditions

PRISM STAR TRAINING LTD — CLOSED COURSE TERMS
Version CC-2026-10-29. Applies only to training commissioned for a customer's own group.

1. Who we are and what forms the contract
1.1 We are PRISM Star Training Ltd, company number 17106616, registered office 11 Albion Place, Maidstone, ME14 5DY. Contact: info@prismstartraining.co.uk. “You” means the customer named in the booking schedule, not merely the person completing it or an invoice recipient. A PA employer buying mainly for private care arrangements may be a consumer. Your actual purpose determines consumer status; a declaration does not remove statutory rights.
1.2 The contract comprises our written booking confirmation, the agreed booking schedule, these terms and any course-specific requirements supplied before you sign. A specifically agreed variation prevails over the schedule, then the schedule over these terms, except that mandatory legal rights always prevail. Customer purchase-order or supplier-portal terms apply only where we expressly agree them in writing. We must resolve conflicting terms before acceptance.
1.3 A quotation or provisional date reservation is not acceptance. Your signed form is a request to book on the stated terms. An automated acknowledgement, an invoice or receipt of money alone is not our acceptance. The contract starts when we issue a written booking confirmation after reviewing the form and confirming the required cleared deposit. We may agree different payment arrangements expressly in the schedule. If we cannot accept, we return any advance payment without undue delay. An invitation's expiry is shown on the form. You may withdraw an unaccepted request without charge.
1.4 The booker must have authority to bind the named customer, check the course, dates, venue, capacity and invoice details, and promptly correct errors before acceptance. We do not impose a personal guarantee on an employee signing for their organisation. Changes to price, dates or other material terms require agreement; silence is not agreement. Existing contracts retain their accepted terms version.

2. Scope, delivery and course requirements
2.1 The schedule identifies each course, session dates and UK local times, delivery method, venue, maximum delegates, total price, inclusions, pre-work, accessibility arrangements and the attendance, assessment and certificate requirements. A closed group price is payable for reserving the agreed delivery capacity; fewer attendees do not automatically reduce it. No public/open-course places are sold under these terms.
2.2 We provide training with reasonable care and skill through competent trainers, freelancers or approved partners. We remain responsible for our contracted delivery. We may substitute a suitably qualified and authorised trainer where the course content, required roles and standards are maintained. A specifically promised named trainer or other material change requires your agreement.
2.3 Training supports learning. It does not itself certify the safety of your service, discharge an employer's competence, supervision or regulatory duties, or authorise a particular clinical, safeguarding or restrictive intervention. You remain responsible for lawful workplace decisions, individual care planning, supervision, risk assessment and ongoing competence. This does not excuse inaccurate training or our failure to exercise reasonable care and skill.
2.4 Licensed, accredited and specialist courses are subject to the requirements identified in the schedule, including any required lead/co-trainer roles, learner eligibility, pre-learning, ratios, attendance, assessment and restrictions on materials. We do not guarantee an external award. Oliver McGowan, PBS and restrictive-practice courses are not interchangeable; the precise programme and status must be stated. We will not deliver a licensed course without its required permissions and personnel.
2.5 If a programme owner changes an essential requirement after acceptance, we explain the impact and seek agreement to a suitable solution. You may reject a materially different service and obtain a refund for the affected undelivered element. We cannot impose an unspecified additional fee or retrospective programme rule.

3. Price, deposit and payment
3.1 Prices are in pounds sterling. The schedule shows the total including any VAT, the VAT basis, required deposit, its due date and the balance deadline. Unless the schedule expressly provides otherwise, the deposit is 25% of the total and the balance is due 14 calendar days before the first session. For a booking accepted within that period, the full amount must clear before delivery. Deposits are part-payments, not automatically non-refundable fees.
3.2 We incur trainer, venue and preparation commitments against confirmed bookings. Approved credit or public-sector payment arrangements must be stated expressly and will comply with any mandatory applicable payment legislation. An invoice error promptly raised in good faith will be investigated; pay any undisputed part by its due date. Your purchasing procedures, missing purchase order or third-party funding do not change the agreed customer or due date, subject to mandatory law.
3.3 Fees include only the items stated. Travel, accommodation, venue, additional materials and other expenses must be included in the agreed price or separately specified and expressly approved, with a price or agreed maximum, before commitment. There is no open-ended right to add expenses. Additional delegates require our written approval, must remain within course limits and may attract a price agreed in advance. Customer changes are priced and accepted before extra work is done.
3.4 If a payment is overdue we may give written notice with at least five business days to remedy it and then suspend affected services or future bookings reasonably and proportionately. Where a deadline is before an imminent course, we will contact you promptly; we need not deliver without the agreed payment. We explain any resulting cancellation charge under clause 4 and credit sums already paid. Suspension does not excuse our own breach or remove a consumer remedy.
3.5 For qualifying business debts we may claim statutory interest and compensation under the Late Payment of Commercial Debts (Interest) Act 1998, and additional reasonable recovery costs only as permitted by that Act, without double recovery. Statutory interest on advance payments is subject to the Act's special timing rules; it is not automatically due from an advance-invoice deadline. The Act's business interest and fixed compensation do not apply to consumers. For consumers we may seek only reasonable, properly incurred, legally recoverable costs; there is no automatic administration penalty. Applicable pre-action procedures will be followed.

4. Customer cancellation, postponement and reductions
4.1 Tell us as soon as possible by email to info@prismstartraining.co.uk, through the booking form's cancellation facility, or by a clear statement sent to our registered office. Quote the booking reference and affected sessions. For contractual cancellation-cost calculations, notice received after 5pm UK time or on a non-business day is treated as received the next business day. A business day is Monday to Friday excluding bank/public holidays in England and Wales. This convention never shortens a statutory consumer cancellation period: statutory notice is effective under the applicable legislation.
4.2 Before contract acceptance, or where you exercise a statutory cancellation right under clause 5, this clause does not impose a cancellation fee. Otherwise, if you cancel, request postponement, reduce purchased delivery sessions or cannot proceed for a reason within your responsibility, we may charge our reasonable net loss directly resulting from the affected cancellation. This may include non-recoverable trainer and co-trainer commitments, approved venue/travel/accommodation costs, work actually done and lost net contribution where the capacity cannot reasonably be resold. We deduct costs saved, sums refunded by suppliers and net receipts from replacement work filling that capacity. We take reasonable steps to reduce loss and do not recover the same cost twice.
4.3 The charge for each affected undelivered course element will not exceed its agreed fee, plus separately approved, genuinely incurred and unrecoverable expenses not already included in that fee. We provide a breakdown on request and explain the basis when invoicing. Amounts already paid are credited against the lawful charge and any excess refunded without undue delay, normally within 14 days of assessment. This is not an automatic forfeiture of all deposits or a guaranteed 100% cancellation fee.
4.4 Trainer commitments can become payable before delivery. In particular, our standard freelance arrangements can require 25% of the agreed trainer fee with three clear business days' notice and 100% with two or fewer, together with agreed unrecoverable expenses. Clear business days exclude both the effective notice day and the training day. Bank holidays can therefore make commitments unavoidable more than a week before training. These internal obligations are evidence of loss, not an additional customer penalty or an exception to clause 5. We remain responsible for paying our trainers irrespective of customer payment.
4.5 An agreed postponement may reduce loss where the original trainer, venue and other arrangements can be transferred. We confirm any credit, revised date, unavoidable costs and new payment deadline in writing before the change. There is no unlimited entitlement to postpone repeatedly, retain an expired price or move commitments without cost. A customer request alone does not change the original date. If no alternative is agreed, the original booking remains in force or you may cancel under this clause.
4.6 You may substitute suitable delegates without a PRISM administration fee if you notify us before delivery, they meet prerequisites and the programme permits it. Only actual external registration/material costs approved in advance may be charged. Transferring the contract to a different organisation needs our written consent, which will not be unreasonably withheld where legitimate payment, eligibility and licensing concerns are met.
4.7 Late arrival, early departure, no-show or refusal to complete required activities does not itself entitle you to a refund where we have made the agreed service available. Necessary repeat sessions or reassessment must be separately agreed and priced. Stopping attendance after a course begins is not automatically a right to a full refund; statutory cancellation and remedies for defective delivery remain unaffected.

5. Additional consumer cancellation rights
5.1 If you are an individual acting wholly or mainly outside your trade, business, craft or profession and book at a distance or off our premises, you normally have 14 days after the day the service contract is made to cancel without giving a reason. We do not assume professional training falls within the dated-leisure exception. The period can be extended by law if required cancellation information is missing. Consumers contracting on our premises have any other statutory rights, but not an automatic distance-contract cooling-off period.
5.2 You may cancel by any clear statement. Sending it before the deadline is enough. You may use, but do not have to use, this model: “To PRISM Star Training Ltd, 11 Albion Place, Maidstone, ME14 5DY, info@prismstartraining.co.uk: I/we give notice that I/we cancel my/our contract for the following training: [course/reference]. Ordered on: [date]. Consumer name and address: [details]. Date: [date]. Signature: [only if on paper].”
5.3 We refund payments within 14 days after being informed of a valid statutory cancellation, using the same payment method unless you expressly agree otherwise, without a refund fee. Only a lawful deduction under 5.4 may be made for early services.
5.4 We do not start supplying services in the cooling-off period without your express request, recorded on a durable medium where required. If you request early performance after receiving the required information and then cancel, you pay only the lawful proportion of the agreed price for services actually supplied by the cancellation time. Merely reserving a trainer does not mean the whole training service has been supplied. You lose the service cancellation right only once the service has been fully performed following your express early-start request and acknowledgement of that consequence. A request does not waive the right immediately.
5.5 Where the schedule includes digital content supplied other than on a tangible medium, we do not start supply during the cancellation period unless you separately expressly consent and acknowledge that you lose the digital-content cancellation right when supply begins, and we provide the required confirmation. Without those steps, statutory rights remain. Digital access duration, functionality, compatibility, technical requirements and any copying restrictions must be supplied before booking. No paid recurring subscription is created by these terms.
5.6 If you do not request early supply, we will agree a suitable later start before confirming the booking or decline and refund the request. Consumer rights under the Consumer Rights Act 2015, including reasonable care and skill, binding pre-contract information, repeat performance or a price reduction and applicable digital-content remedies, are not excluded.

6. Cancellation or changes by PRISM
6.1 We may use a suitable substitute under clause 2.2. If illness, an emergency, loss of a venue or required programme personnel prevents the contracted delivery despite reasonable steps, we promptly notify you and offer an agreed alternative date or refund the affected undelivered part. A materially different delivery method, programme or date is optional for you. We do not require you to accept credit instead of a refund.
6.2 We do not cancel a confirmed closed group solely because fewer of your delegates attend, unless a disclosed programme minimum makes compliant delivery impossible. We may stop unsafe or materially disrupted training under clause 7. Cancellation caused by our own staffing or booking error is our responsibility.
6.3 Where an event genuinely outside reasonable control prevents performance, the affected party must promptly notify the other, mitigate its effects and resume when reasonably possible. Mere increased cost, lack of funds or ordinary avoidable staffing problems are not automatically such events. If the agreed session cannot take place, you may choose an agreed alternative or terminate the affected undelivered element and receive its advance payments back. We do not retain an undelivered fee indefinitely because of force majeure. If the law of frustration applies, its statutory rules take priority. Customer consequential expenses are addressed by clause 9, not an absolute exclusion of legal rights.

7. Your premises, delegates and safety
7.1 For customer-provided premises you must supply the agreed safe, accessible room and layout, welfare facilities, equipment, power, adequate practical space and, where agreed, internet connection. Tell us about relevant hazards, emergency arrangements and venue restrictions. Provide an appropriate contact and suitable risk assessments for your premises and activities. Each party remains responsible for its own health and safety duties.
7.2 Give accurate delegate details, arrange release from duties, meet disclosed prerequisites and ensure punctual attendance. No real service user may be used in a practical demonstration without a separate lawful, appropriately risk-assessed arrangement. Do not disclose identifiable case histories in routine teaching discussions.
7.3 Tell us about access and learning needs in sufficient time where possible so we can agree reasonable adjustments. Do not send unnecessary diagnoses or medical records through the booking form. We assess reasonable adjustments individually; statutory adjustment costs will not be passed to a disabled person. Great Britain and Northern Ireland have different applicable equality legislation. We do not impose a blanket declaration of physical fitness or exclude people automatically because of disability, pregnancy or a health condition. Delegates should raise safety concerns privately and may decline an unsafe activity; we explain any essential assessment implications and explore lawful alternatives.
7.4 Delegates must follow reasonable safety instructions and behave respectfully. A trainer may pause, restrict a practical exercise or exclude a delegate where reasonably necessary for safety, serious disruption, harassment or an unmet essential requirement. We explain the reason, give a reasonable opportunity to remedy it where safe, record the decision and use a proportionate response. Where a material customer failure prevents delivery, sums properly attributable to services supplied and reasonable net cancellation loss under clause 4 remain payable. We do not automatically charge the full price in every case, or charge for our own failure to provide suitable arrangements.

8. Attendance, assessment and certificates
8.1 Payment alone does not guarantee attendance credit, a pass, competence or a qualification. We explain required attendance, participation, assessment, identity checks and external conditions before booking. Where a delegate misses essential content or cannot meet a required assessment standard, we may decline the relevant certificate or award recommendation and explain the reason and available review/reassessment route.
8.2 An attendance certificate records attendance only. A completion certificate records completion of specified learning. A competence assessment relates to the assessed tasks and conditions at that time. An externally awarded qualification depends on its awarding body's rules and decisions. None is a guarantee of continuing workplace competence.
8.3 Subject to receipt of accurate information, required assessments and external processing, we aim to issue PRISM certificates within 15 business days of completion. The schedule must identify a different programme timescale where known; we keep you informed of material delay. Replacement fees or reassessment charges must be stated and agreed before ordering. Expiry or recommended review periods depend on the specific programme, role, risk and applicable requirements, not a universal statutory annual renewal rule.
8.4 We do not withhold a learner's legally required record or an external award contrary to the awarding body's rules to pressure payment of an employer's debt. We pursue overdue invoices under clause 3. Complaints about results follow the relevant assessment appeal process, without removing other legal remedies.

9. Liability and insurance
9.1 Nothing limits liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation, any liability that cannot lawfully be excluded, or a consumer's mandatory rights. We remain responsible for subcontracted delivery to the extent required by the contract and law.
9.2 For business customers only, subject to 9.1 and the statutory reasonableness requirements, our total aggregate liability arising from a booking is limited to the B2B liability cap expressly stated in the accepted schedule. If no amount is expressly agreed, no monetary cap is introduced by this clause. The cap must be considered against the booking's risks and available resources/insurance; a cap is not a statement of insurance cover. Repayment of fees for services not supplied is outside that cap.
9.3 For business customers only, and subject to 9.1 and reasonableness, we exclude indirect or consequential loss and loss of profit, revenue, business opportunity or anticipated savings. We do not use this wording to exclude a consumer remedy or liability that cannot lawfully be limited. Each party must take reasonable steps to reduce its loss. We are not responsible to the extent a loss is caused by your unlawful misuse of training, inaccurate information or failure to follow reasonable instructions; this does not excuse loss caused by our breach or negligence.
9.4 For consumers, we are responsible for foreseeable loss and damage caused by our breach or failure to use reasonable care and skill. We do not apply the business cap or a blanket exclusion of consequential expenses to consumers.
9.5 Each party is responsible for loss or damage to premises or equipment to the extent caused by its breach, negligence or deliberate act. There is no unlimited customer indemnity for matters outside your control. We require freelance trainers to hold public liability and professional indemnity insurance of at least £1 million each, appropriate to their work. This does not represent that PRISM itself holds the same insurance or that any particular claim is covered. Information about PRISM's own insurance can be requested separately; policy coverage and exclusions must be checked for the proposed activity.

10. Intellectual property, recordings and confidentiality
10.1 PRISM owns its original training materials and branding. Third-party programme owners retain their own rights. Subject to payment and any disclosed third-party licence, delegates may use supplied copies for their own learning and workplace reference; the customer may use specifically identified organisational resources internally for the stated purpose. No trainer or trainer-training licence is implied.
10.2 Without written permission, do not record sessions, reproduce or redistribute resources beyond the permitted audience, publish them online, resell them, use them to run your own courses, or remove ownership notices. Statutory exceptions and agreed accessible-format adjustments are unaffected. Third-party materials are used only within the permission disclosed for that programme.
10.3 Both parties must protect non-public business and personal information received for the booking, use it only for the training/contract purpose and restrict access to people needing it under confidentiality duties. This does not prevent disclosure required by law, safeguarding, a regulator or a court, or permitted whistleblowing. Information already public without breach or independently obtained lawfully is excluded. Delegates must respect the privacy of examples discussed by others.
10.4 Photography, promotional use and optional recordings require a separate lawful arrangement and clear notice; signing these terms is not consent to marketing, publication of a delegate's image or unrestricted recording.

11. Personal data
11.1 Each party must comply with applicable UK data protection law. We normally act as an independent controller for booking administration, delivery records, assessments, certification and our legal obligations. A label does not decide the actual role. Where we process personal data solely on your documented instructions, the parties must put an Article 28-compliant processing agreement in place before that processing; these terms alone are not that agreement.
11.2 Our booking privacy notice explains information collected, purposes, lawful bases, recipients, retention and rights. Please provide it to delegates whose details you share. You must have a lawful basis to disclose their information; you do not give blanket consent on their behalf. Special-category information needs an appropriate additional condition and should be shared only through an agreed secure route. We share necessary records with trainers and disclosed awarding/programme bodies for the stated purposes, not an unrestricted onward-sharing right.
11.3 We retain a versioned record of the signed schedule, terms, signature and acceptance evidence. A typed or drawn signature records intention; it does not establish an independently verified identity or constitute a qualified electronic signature. We restrict access and use the record to administer and evidence the agreement. See the privacy notice for retention and complaints.

12. Complaints, notices and general provisions
12.1 Raise concerns promptly with the trainer where appropriate and email info@prismstartraining.co.uk with the booking reference. We aim to acknowledge ordinary complaints within five business days and provide an outcome or progress update within 20 business days. Reporting later does not automatically extinguish a legal claim. Assessment appeal deadlines imposed by an awarding body will be disclosed separately.
12.2 A senior manager will review unresolved complaints. We will consider mediation or other appropriate dispute resolution. Where we are legally or contractually required to participate in a consumer ADR arrangement, we provide the required information when communicating the complaint outcome. We do not assert membership of an unverified scheme or make ADR a barrier to a legal remedy. Data protection complaints follow the privacy notice and may be taken to the ICO.
12.3 Important notices may be sent to the agreed booking email or postal address. Keep those details current. A failed email is not deemed received merely because we sent it; we use a reasonable alternative where aware of failure. The statutory cancellation rules in clause 5 take precedence.
12.4 Neither party may transfer this contract without the other's reasonable written consent, except that we may use competent subcontractors while remaining responsible for delivery. No term gives a third party a right to enforce the contract unless expressly agreed or provided by law. A delay in enforcing a right is not a waiver. If a provision is invalid the remainder continues so far as lawful; we do not rewrite an unfair consumer term retrospectively to validate it.
12.5 These terms and the accepted schedule record the agreement, without excluding liability for fraud, actionable misrepresentation or binding consumer pre-contract information. Changes require agreement and cannot remove accrued rights. Termination does not remove lawful payment obligations, refunds or terms intended to survive, such as confidentiality and intellectual property.
12.6 English law governs. For business customers the courts of England and Wales have exclusive jurisdiction. Consumers retain mandatory protections of the applicable law of their home country and any right to bring or defend proceedings in the courts entitled to hear the claim, including Scotland and Northern Ireland where applicable. Nothing requires a consumer to litigate exclusively in England.