Terms and Conditions for Training Services

The Childcare Company (Old Windsor) Limited Company Number: 06507416
Registered Office: Spaces, Floor 5, 156 Great Charles Street, Queensway, Birmingham, B3 3HN

ABOUT US AND OUR SERVICES

We are The Childcare Company (Old Windsor) Limited, company number 06507416, with registered office at Spaces, Floor 5, 156 Great Charles Street, Queensway, Birmingham, B3 3HN.

You can find everything you need to know about us and our training services on our website before you enrol. We also confirm the key information to you in writing after you enrol, via email and will also be available in your online portfolio account and on your invoice.

You (or your employer, if applicable) can request training services from us by completing an online booking form or by contacting our team directly. Once we confirm your booking in writing, for example by email, we will provide the agreed training services from your start date shown on your eportfolio platform.

Before your training begins, we may ask you to share information about your previous learning or experience so that we can make sure the program is suitable for you. The details of your training, including start and end dates and any key milestones, will be clearly set out in your online portfolio.

Each confirmed booking forms part of our overall agreement with you. We will always deliver our training services with reasonable care and skill, in line with the description of your course

Before your program begins, we will agree the content, structure, and schedule with you (and, where relevant, your employer).

HOW THE ENROLMENT PROCESS WORKS

2.1 We only accept enrolments once we’ve checked them

We contact you via email to confirm we’ve received your enrolment request and then we contact you again (normally within 5 business days) to confirm we’ve accepted it and provide you with access to your online ePortfolio to complete your application form. This will be followed by a CIAG (Careers, Information, Advice and Guidance) call with an Education Advisor, and your application will be processed and finalised.

2.2 Sometimes we’re unable to accept enrolments

Sometimes we’re unable to accept enrolments, for example, because:

• A training course is unexpectedly full
• You don’t meet the eligibility criteria for the qualification
• We cannot verify information you’ve provided

When this happens, we let you know as soon as possible and refund any sums you have paid.

PRICING AND PAYMENT

3.1 We charge you at point of sale online or when we have processed your enrolment via invoice

Payment schedules vary by course and will be explained to you during the enrolment process. For most training services, we take payment:

• As an upfront payment, or
• payment on invoice.

3.2 What’s included in the price

The price includes:

• All training materials and resources required for your course
• Access to our online learning platform
• Support from your dedicated tutor/assessor
• Assessment and certification fees

The price does not include:

• Any equipment you need to provide (as specified in your course requirements)
• Travel costs to attend any face-to-face sessions (if applicable)

3.3 We pass on increases in VAT

If the rate of VAT changes between your enrolment date and the date we supply the training services, we adjust the rate of VAT that you pay, unless you have already paid in full before the change in the rate of VAT takes effect.

3.4 We charge interest on late payments

If we’re unable to collect any payment you owe us, we charge interest on the overdue amount at the rate of 3% per year above the Bank of England base rate from time to time. This interest accrues on a daily basis from the due date until the date of actual payment.

YOUR TRAINING PROGRAMME

4.1 What we provide

We will provide you with:

• A programme of training as described in your course information
• A named tutor/assessor who will support you throughout your training
• Regular progress reviews (at least every 12 weeks)
• Access to our complaints and support procedures
• All mandatory training materials

4.2 Your responsibilities

You must:

• Attend all scheduled sessions (whether online or in-person)
• Complete coursework and assessments by the agreed deadlines
• Engage actively with your training
• Inform us promptly of any circumstances affecting your ability to complete the training
• Provide accurate information about your eligibility and prior qualifications

4.3 If you’re employed

If your employer is funding or supporting your training:

• You must ensure your employer has agreed to provide you with time for study
• You remain responsible for payment unless we have a separate agreement with your employer
• Your employer must complete the employer sections of your enrolment documentation

YOUR RIGHT TO CANCEL (14-DAY COOLING-OFF PERIOD)

5.1 Your legal right to change your mind

You have a legal right to change your mind about your enrolment and receive a refund of what you paid for it within 14 days of us accepting your enrolment.

5.2 The deadline for changing your mind

You must let us know no later than 14 days after the day we confirm we have accepted your enrolment

5.3 How to cancel

To let us know you want to cancel, contact our Customer Service Team:

• Email: info@thechildcarecompany.com

• Phone: 01753 596004

5.4 Refunds during the cooling-off period

If you cancel within the 14-day cooling-off period:

If training has not yet started: We will refund you in full within 14 days of you telling us you’ve changed your mind.

CANCELLING AFTER THE 14-DAY PERIOD

6.1 Your right to cancel after training has started

You can cancel your enrolment at any time by contacting our Customer Service Team. However, different refund rules apply depending on when you cancel:

6.2 If you cancel within the first 12 weeks

If you cancel (or we withdraw you for non-engagement) within the first 12 weeks, but after the 14-day cooling off period, of starting your training, you will be charged for the training provided up to that point, calculated on a pro-rata basis. This reflects our costs in setting up your training programme and providing the initial training period.

6.3 If you cancel after 12 weeks

If you cancel after 12 weeks, you remain liable for the full course fee.

WHEN WE CAN WITHDRAW YOU FROM TRAINING

7.1 Non-engagement

If you do not engage with your training or make any progress within the first 12 weeks, we will:

1. Contact you to discuss the reasons
2. Put you at risk of withdrawal
3. Give you 14 days to improve your engagement

If engagement does not improve, we may withdraw you from the course. If we withdraw you for non-engagement within the first 12 weeks, you will be charged for the training provided (see Section 6.2).

7.2 Other reasons for withdrawal

We can withdraw you from training if:

• You fail to make payment when due and don’t pay within 14 days of us reminding you
• You breach these terms in a serious way
• You behave inappropriately towards our staff or other learners
• You provide false information in your enrolment
• You have reached the end date for your qualification and not achieved

COURSE EXTENSIONS AND CHANGES

8.1 Requesting an extension

If you need more time to complete your training beyond the planned end date, you can request an extension. Extensions:

• Must be requested before your planned end date
• Are granted at our discretion
• Will incur an additional extension charge (which is a pro rata of the full course cost. This will be confirmed to you in writing and further invoice issued)
• Are typically granted for a 1 to 6 months duration

8.2 Changes to your course

If you wish to change to a different course, contact our Customer Service Team. We will assess your request and may allow a transfer, subject to:

• Availability on the new course
• You meeting the entry requirements
• Payment of any difference in fees

WE’RE NOT RESPONSIBLE FOR DELAYS OUTSIDE OUR CONTROL

9.1 If our supply of your training is delayed by an event outside our control (such as tutor illness, technical failures, pandemic restrictions, or circumstances at your workplace that prevent training), we contact you as soon as possible to let you know and do what we can to reduce the delay.

As long as we do this, we won’t compensate you for the delay, but if the delay is likely to be substantial (more than 6 weeks]), you can contact our Customer Service Team to end the contract and receive a refund for any training you have paid for in advance but not received.

QUALITY AND STANDARDS

10.1 What you can expect from us

The Consumer Rights Act 2015 says services must be provided with reasonable care and skill. We will:

• Provide training that meets the standards required by the relevant awarding body
• Ensure our tutors/assessors are appropriately qualified
• Provide training materials that are accurate and up to date
• Conduct regular quality reviews of our training delivery

10.2 If something goes wrong – Your legal rights

If you think there is a problem with the quality of your training, you must contact our Customer Service Team immediately.

Your legal rights under the Consumer Rights Act 2015 include:

• Asking us to repeat or fix a service if it’s not carried out with reasonable care and skill
• Getting some money back if we can’t fix it
• Claiming compensation if we’ve caused damage through not using reasonable care and skill

COMPLAINTS AND DISPUTES

11.1 Our complaints policy

Our Customer Service Team will do their best to resolve any problems you have with us or our training services as per our Complaints Policy.

Our complaints procedure is:

1. Contact your tutor/assessor first to resolve the issue informally
2. If unresolved, submit a formal complaint to our Customer Service Team
3. We will acknowledge your complaint within 5 business days
4. We will investigate and respond within 10 business days
5. If you remain dissatisfied, you can escalate to our senior management

11.2 Governing law

These terms are governed by English law and wherever you live you can bring claims against us in the English courts. If you live in Wales, Scotland or Northern Ireland, you can also bring claims against us in the courts of the country you live in.

DATA PROTECTION AND PRIVACY

12.1 How we use your personal data

We collect and process your personal data in accordance with the General Data Protection Regulation (GDPR) and the Data Protection Act 2018.

12.2 What data we collect

We collect:

• Your name, date of birth, address, email, and telephone number
• Employment details (if applicable)
• Qualifications and prior learning
• Training records and assessment results
• Funding eligibility information
• Attendance and progress data
• Health information (only where necessary for reasonable adjustments)
• Ethnicity and disability status (for monitoring purposes)

12.3 Why we collect it

We use your personal data to:

• Provide your training services
• Monitor your progress and achievement
• Fulfil our obligations to awarding bodies and funders
• Comply with legal and regulatory requirements
• Improve our services

12.4 Who we share it with

We may share your data with:

• Awarding bodies and qualification regulators
• Funding bodies (if your training is funded)
• Your employer (if they are funding your training)
• Subcontractors who deliver part of your training
• Our IT service providers

12.5 How long we keep it

We will keep your personal data for:

• Learner personal data: Until six months after your course end date, or until this agreement terminates, whichever is earlier
• Training records: As required by awarding bodies and regulators (typically 3-7 years)

12.6 Your rights

You have the right to:

• Access your personal data
• Request correction of inaccurate data
• Request deletion of your data (in certain circumstances)
• Object to processing of your data
• Request restriction of processing
• Data portability

Full details are in our Privacy Notice.

LIABILITY AND WHAT WE’RE RESPONSIBLE FOR

13.1 We don’t compensate you for all losses

We’re not responsible for losses you suffer caused by us breaking this contract if the loss is:

• Unexpected: It was not obvious that it would happen and nothing you said to us before we accepted your enrolment meant we should have expected it
• Caused by a delaying event outside our control: As long as we have taken the steps set out in Section 9
• Avoidable: Something you could have avoided by taking reasonable action

13.2 What we are always liable for

Nothing in these terms limits our liability for:

• Death or personal injury caused by our negligence
• Fraud or fraudulent misrepresentation
• Any other liability which cannot be limited or excluded by law

13.3 Our maximum liability

Subject to Section 13.2 above, our total liability to you for any losses arising under or in connection with your training contract shall be limited to the total amount you paid for the course.

CHANGES TO THESE TERMS AND YOUR COURSE

14.1 Changes we can always make

We can always change your training course or these terms:

• To reflect changes in relevant laws, regulatory requirements, or awarding body standards
• To make minor technical adjustments and improvements
• To update digital content or learning materials, provided that the content always matches the description we provided before you enrolled

14.2 Changes requiring notice

We can also make other changes to the course content or these terms, but if we do so we’ll notify you at least 30 days in advance.

If the changes are significant and detrimental to you, you can contact our Customer Service Team to end the contract before the change takes effect and receive a refund for any training you’ve paid for in advance but not received.

TRANSFERRING YOUR ENROLMENT

15.1 We can transfer our contract with you

We can transfer our contract with you, so that a different organisation is responsible for providing your training. We’ll tell you in writing if this happens and we’ll ensure that the transfer won’t affect your rights under the contract.

15.2 You cannot transfer your enrolment to someone else

Your enrolment is personal to you and cannot be transferred to another person without our written agreement.

GENERAL TERMS

16.1 Entire agreement

These terms, together with your invoice, constitute the entire agreement between you and us.

16.2 Severability

If a court or other authority decides that some of these terms are unlawful, the rest will continue to apply.

16.3 Waiver

We might not immediately enforce our rights (like chasing you for payment), but that doesn’t mean we can’t do it later.

16.4 No third-party rights

This contract is between you and us. Nobody else can enforce it, and neither of us will need to ask anybody else to sign-off on ending or changing it.

16.5 Contact us

If you have any questions about these terms, please contact our Customer Service Team:

• Email: info@thechildcarecompany.com
• Phone:  01753 596004
• Address: The Childcare Company (Old Windsor) Limited, Spaces, Floor 5, 156 Great Charles Street Queensway, Birmingham, B3 3HN
• Website: www.thechildcarecompany.com