Terms and Conditions

These Terms and Conditions apply to training and related services supplied by Total Training Solutions & Consultancy Ltd, registered in England and Wales under company number 07261706 (“Total Training”, “we”, “us” or “our”).

Please read these terms before placing an order. By placing an order, creating an account, booking training or accessing our services, you agree to be bound by them.

Nothing in these terms affects any statutory rights that cannot lawfully be excluded or restricted.

1. Definitions

In these terms:

• Customer means the individual or organisation purchasing or booking training.
• Consumer means an individual purchasing mainly for purposes outside their trade, business or profession.
• Business Customer means an organisation or individual purchasing for business or professional purposes.
• Learner means the person completing or attending the training.
• E-learning means digital training accessed through our online platform.
• Live Zoom Training means scheduled, trainer-led training delivered online through Zoom.
• Classroom Training means training delivered in person, including training delivered at a customer’s premises.
• Learner Place means access allocated for one individual learner.
• Manager Dashboard means the online area through which authorised customers can manage learners, bookings, progress, certificates and renewal information.

2. About our training

Total Training provides care-sector training including:

• individual mandatory training subjects;
• e-learning courses;
• Live Zoom training modules;
• one-off training bundles;
• the Care Certificate Programme;
• annual training subscriptions; and
• privately arranged classroom training.

Our course content is designed primarily around guidance and requirements applicable to CQC-regulated care services in England.

Customers and learners outside England may purchase training, but they are responsible for deciding whether the content is suitable for their location, role, service type and regulatory requirements.

Training requirements may vary according to the learner’s role, the people they support, the type of service and the customer’s own policies. Purchasing our training does not remove the customer’s responsibility to identify the training required for each learner.

3. Age requirements

Orders placed by individuals must be made by someone aged 18 or over.

Our training is generally intended for learners aged 16 or over.

Where a learner is under 18, the customer is responsible for:

• confirming that the training is appropriate;
• obtaining any necessary consent;
• providing suitable workplace supervision; and
• complying with employment, safeguarding and health and safety requirements relating to young workers.

We may decline or place conditions on a booking where we reasonably believe the training is unsuitable for a learner.

4. Placing an order

The customer is responsible for checking:

• the training selected;
• the delivery format;
• the learner details;
• any scheduled dates and times;
• the price and VAT;
• the number of learner places; and
• any subscription term,

before submitting an order.

An order is an offer to purchase training from us. We may accept or decline an order.

A contract is formed when we issue an order confirmation or otherwise confirm that the order has been accepted.

We may decline an order where:

• training is unavailable;
• payment has not been authorised;
• incorrect pricing or product information has been displayed;
• invoice payment is not approved;
• we reasonably suspect misuse, fraud or unauthorised account sharing; or
• we cannot reasonably provide the service requested.

5. Prices and VAT

Prices are shown excluding VAT unless expressly stated otherwise.

The applicable VAT and total amount payable will be shown before the order is submitted.

We may change prices at any time, but changes will not normally affect an order that has already been accepted.

Subscription price changes are addressed in section 15.

6. Payment

Payment may be made using the payment methods available at checkout.

Card payments and recurring subscription payments are processed through our payment provider.

Training access is not released until payment has been received and confirmed, unless we expressly agree otherwise.

7. Payment by invoice

Payment by invoice is available only to approved organisational customers.

Invoice payment is subject to our approval, and we may refuse or withdraw this facility where appropriate, including where there has been previous late payment.

Invoices must normally be paid within seven days of the invoice date, unless we agree otherwise in writing.

An invoiced booking remains provisional until payment has been received and confirmed.

Until payment has been confirmed:

• e-learning access will not be released; and
• Live Zoom joining links will not be issued.

Where training is scheduled within seven days, the customer is responsible for ensuring that cleared payment reaches us before the training takes place.

If payment is not received in time, the learner may be unable to access the training. We are not responsible for a missed session caused by late payment.

8. Learner details and accounts

Customers must provide accurate and complete learner information.

Each learner must use their own account and access details. Accounts, passwords, course access and Live Zoom joining links must not be shared.

The customer must tell us promptly if:

• learner details are incorrect;
• account access may have been compromised; or
• an unauthorised person has accessed training.

Certificates will be issued using the information supplied by the customer or learner. We will correct genuine errors where reasonably possible.

9. E-learning

9.1 Access

E-learning is normally made available once payment has been confirmed.

An unused one-off learner place remains available until the learner starts their first course.

This applies to:

• an individual e-learning course;
• an e-learning bundle; and
• other one-off e-learning purchases.

Once a learner starts their first course, they have 12 months to complete all e-learning included in that learner place.

9.2 Assignment and transfers

A learner place becomes assigned to the individual learner when they start training.

Once training has started:

• the learner place cannot be transferred to another person;
• access cannot be restarted for a replacement learner; and
• no refund will normally be available, subject to statutory rights.

9.3 Assessments

Learners must complete any required learning and assessment activities.

E-learning assessments may be attempted as many times as necessary.

A certificate will only be issued once the learner has completed the required content and achieved any applicable pass requirements.

9.4 Technical requirements

The customer and learner are responsible for having:

• a suitable internet connection;
• a compatible device and browser;
• working sound;
• access to a valid email address; and
• any software reasonably required to use the platform.

We will make reasonable efforts to support learners experiencing technical problems.

Temporary maintenance, updates or interruptions do not automatically create a right to a refund. Where a significant platform problem prevents access, we will take reasonable steps to restore access or provide an appropriate alternative.

10. Live Zoom Training

10.1 Scheduled sessions

Live Zoom Training takes place on scheduled dates and times.

The customer is responsible for selecting suitable sessions and ensuring that learners attend.

Related mandatory subjects may be grouped into one Live Zoom module. A learner booking that module will receive training in all subjects listed as part of it.

10.2 Changing a booking

A Live Zoom booking may be moved to another available session free of charge at any time before the booked session begins.

Once the session has begun, the booking cannot normally be transferred except where we agree otherwise under these terms.

10.3 Non-attendance

If a learner does not attend and has not moved their booking before the session starts:

• the learner place will be treated as used;
• no certificate will be issued; and
• further attendance must be purchased separately.

10.4 Late arrival

Learners should join in sufficient time to be ready when the session starts.

A learner arriving more than 15 minutes after the scheduled start may be refused entry or may be permitted to continue at the trainer’s discretion.

The trainer will consider whether the learner has missed too much content to participate properly or receive a certificate.

If entry is refused because of lateness, the booking will be treated as used.

10.5 Leaving early

Learners must remain for the full session.

A learner who leaves before the session finishes will not normally receive a certificate and may need to book and pay for the training again.

10.6 Technical problems

If a learner experiences genuine technical problems, we will make reasonable efforts to help them join or continue.

Where technical problems prevent completion, the learner may move to another available session without charge.

The customer or learner should notify us or the trainer as soon as possible so that the problem can be recorded and support can be provided.

10.7 Learner requirements

Live Zoom learners must:

• join using their correct name;
• use a suitable device in a quiet and appropriate environment;
• have a working camera and microphone;
• remain visible on camera unless an adjustment has been agreed;
• participate in discussions, activities and assessments;
• remain present and attentive throughout;
• avoid attending while driving, working, providing care or undertaking another activity;
• behave respectfully towards trainers and other learners; and
• not record, photograph, copy, broadcast or share the session or its materials.

We may remove a learner whose conduct disrupts the session, presents a risk or prevents effective learning. No refund will normally be provided where removal results from the learner’s conduct.

11. Care Certificate Programme

The Care Certificate Programme is delivered through Live Zoom Training.

Learners must complete:

• all seven mandatory training modules;
• the additional Care Certificate module;
• the required Care Certificate content within each Zoom module; and
• the relevant workbook evidence.

Modules may be completed in any order, subject to available dates.

The e-learning courses do not contain all of the additional Care Certificate content. The Care Certificate Programme therefore cannot be completed by substituting e-learning for the required Live Zoom modules.

Total Training provides:

• trainer-led learning;
• mapped workbook evidence;
• certificates of attendance or training for completed subjects; and
• a manager section to support workplace sign-off.

Some Care Certificate requirements involve workplace observation and assessment.

The learner’s employer or manager remains responsible for:

• assessing workplace competence;
• completing the employer sign-off;
• deciding whether the learner has met the required standards; and
• issuing or confirming the completed Care Certificate.

Attendance at our programme does not by itself guarantee employer sign-off or completion of the full Care Certificate.

Where stated as part of the selected plan, the Care Certificate Programme is included within the Live Zoom + E-learning Subscription at no additional training charge, subject to the learner-place rules and availability of scheduled sessions.

12. One-off bundles

A one-off bundle provides the training described on the relevant product page for one learner.

An unused bundle learner place remains available until the learner starts their first included course or attends their first included Live Zoom session.

Once the learner starts any part of the bundle:

• the place is assigned to that learner;
• it cannot be transferred; and
• the learner has 12 months to complete the remaining included training.

Live Zoom bookings within a bundle remain subject to the attendance, transfer and learner requirements in section 10.

13. Manager Dashboard

Where included, the Manager Dashboard allows authorised customers to:

• add and manage learners;
• assign e-learning;
• make Live Zoom bookings;
• view training progress and history;
• access certificates;
• view whether training is up to date, due soon, in progress or overdue; and
• receive training and renewal reminders.

The Manager Dashboard is intended to assist with training administration. It does not replace the customer’s own responsibility to:

• determine training requirements;
• check that records are complete and accurate;
• assess workplace competence;
• manage staff performance; or
• comply with regulatory and employment obligations.

Training statuses and reminders depend on accurate information being supplied and maintained by the customer.

14. Annual subscriptions

14.1 Subscription term

Subscriptions have a minimum term of 12 months.

Subscription fees are payable monthly unless otherwise agreed.

The customer remains responsible for all payments due during the minimum term, including where access has been suspended because of non-payment.

14.2 Automatic renewal

We will send reminders as the subscription approaches the end of its term.

Unless the customer cancels or changes the subscription before the renewal date, it will automatically renew for a further 12-month term.

The customer may notify us through the available account facilities or contact us in writing before the renewal date if they do not want the subscription to renew.

14.3 Upgrades and downgrades

A customer may upgrade to a larger learner band at any time.

Any revised charge will be confirmed before the upgrade takes effect.

A customer may normally downgrade only at the end of the current subscription term.

14.4 Learner places

Each subscription includes the number of individual learner places stated in the selected plan.

Once a learner starts training:

• the place is assigned to that learner;
• it cannot be transferred; and
• the learner has 12 months to complete their included training.

14.5 Unused learner places

An unused subscription learner place may roll over for a maximum of 12 months after the end of the subscription year in which it was provided.

This applies even if the subscription is not renewed.

The unused learner place must be started within that 12-month rollover period.

Once the learner starts training, they will then have 12 months from their start date to complete it.

Any place not started within the permitted rollover period will expire.

14.6 Subscription types

The E-learning Subscription includes the e-learning stated on the relevant product page.

The Live Zoom + E-learning Subscription includes access to both:

• eligible e-learning; and
• scheduled Live Zoom Training,

subject to learner-place limits, booking availability and these terms.

14.7 Subscription price changes

We may change subscription prices for a future renewal term.

We will give the customer reasonable notice before the new price takes effect.

The customer may cancel before renewal if they do not accept the new price.

15. Failed or overdue subscription payments

If a subscription payment fails or becomes overdue, we may:

• notify the customer;
• retry the payment;
• request an alternative payment method; and
• allow up to seven days for the outstanding amount to be paid.

If payment remains outstanding after seven days, we may suspend:

• platform access;
• e-learning access;
• new Live Zoom bookings;
• joining links; and
• other subscription services.

Suspension does not cancel the subscription or remove the customer’s obligation to pay charges due during the agreed term.

Access may be restored once outstanding amounts have been paid.

We may terminate the subscription for persistent or serious non-payment and pursue sums lawfully due.

16. Consumer cancellation rights

This section applies only where the customer is a Consumer.

A Consumer purchasing online or by telephone will normally have a statutory right to cancel the contract within 14 days, subject to applicable exceptions.

16.1 Immediate e-learning access

Where a Consumer asks us to provide e-learning immediately, before the 14-day cancellation period has ended, we will ask the Consumer to:

• expressly request immediate access; and
• acknowledge that their right to cancel may be lost once the digital content is supplied or accessed.

Once e-learning has been made available following that express request and acknowledgement, the Consumer may lose the right to cancel that digital content.

This does not affect rights where digital content is faulty, not as described or otherwise fails to meet legal requirements.

16.2 Training beginning within 14 days

Where a Consumer books Live Zoom or Classroom Training that begins during the 14-day cancellation period, we may ask them to request that the service begins during that period.

If the Consumer later cancels after part of the service has been provided, they may be required to pay a proportionate amount for the service already supplied where the law permits.

The cancellation right may end once the service has been fully performed, provided the necessary express request and acknowledgement have been obtained.

16.3 Exercising the right to cancel

A Consumer wishing to exercise a statutory cancellation right should contact us clearly stating their decision to cancel.

The Consumer may use the contact details on our website or any cancellation facility provided with their order confirmation.

Where a statutory cancellation right does not apply, or has ended, the cancellation rules elsewhere in these terms will apply.

17. Refunds and transfers

Except where required by law or expressly provided in these terms:

• started e-learning is non-refundable;
• an assigned learner place is non-transferable;
• completed training is non-refundable;
• missed Live Zoom sessions are non-refundable;
• late arrival or early departure does not create a refund entitlement; and
• customer-side technical difficulties do not normally create a refund entitlement, although a free transfer may be offered under section 10.6.

Nothing in this section limits any legal remedy available where training or digital content is faulty, materially misdescribed or not supplied with reasonable care and skill.

18. Classroom and customer-venue training

Classroom Training is available only by prior arrangement.

18.1 Quotations and deposits

Prices, trainer availability, maximum learner numbers, travel and any accommodation costs will be confirmed before booking.

For bookings exceeding £1,000 excluding VAT, a 50% advance deposit is required unless otherwise agreed.

18.2 Customer cancellation or postponement

A postponement is treated as a cancellation because trainer and other costs may already have been committed.

Where the customer cancels or postpones:

• 14 days or less before the first training date: the full agreed course fee is payable;
• 15 to 28 days before the first training date: 50% of the agreed course fee is payable;
• more than 28 days before the first training date: no standard course cancellation fee will normally apply.

The customer remains responsible for any non-refundable travel, accommodation or other costs that were agreed and reasonably incurred before cancellation.

Privately scheduled classroom bookings cannot normally be transferred. A replacement date will be treated as a new booking.

18.3 Venue requirements

For training at a customer’s premises:

• the venue must be available at least 30 minutes before the start;
• the customer must provide a suitable, safe and adequately sized room;
• the customer must provide any facilities and equipment agreed in advance;
• the customer must complete or provide an appropriate venue risk assessment where requested;
• any equipment used for training must be safe, suitable and supported by any legally required inspection or certification records;
• the customer must tell learners about refreshments, breaks and local arrangements; and
• learner numbers must not exceed the agreed maximum.

The trainer may refuse or stop training where the venue, equipment, learner numbers or conditions are unsafe or materially unsuitable.

Where this occurs because of the customer’s failure to meet the agreed requirements, the training fee will remain payable.

18.4 Travel and accommodation

Mileage for training at a customer’s venue is calculated from Total Training in Princes Risborough using the following scale:

• within a five-mile radius: no mileage charge;
• within a ten-mile radius: £10 fixed charge;
• within a fifteen-mile radius: £15 fixed charge;
• outside a fifteen-mile radius: £0.45 per mile for the return journey.

Where accommodation, public transport or other travel costs are required, these will be explained and agreed before the booking is confirmed.

19. Practical training and learner suitability

For practical or skills-based training, the customer must ensure that learners are reasonably able to participate safely.

Learners must tell the trainer about any condition, injury, disability or restriction that may affect participation, so that appropriate adjustments or alternatives can be considered.

A trainer may restrict or refuse participation where they reasonably believe:

• participation would be unsafe;
• the learner cannot complete an essential activity safely;
• the learner is unable to engage sufficiently with the training; or
• participation would materially disrupt the learning environment.

We will consider reasonable adjustments, but we cannot guarantee an adjustment that would remove an essential learning or safety requirement.

20. Accessibility and reasonable adjustments

Customers and learners should tell us about any accessibility or reasonable-adjustment requirements as early as possible.

We will make reasonable efforts to accommodate appropriate requirements.

We cannot guarantee an adjustment where it would:

• fundamentally alter the course;
• remove an essential assessment or safety requirement;
• affect other learners;
• create a disproportionate burden; or
• prevent the trainer from determining whether required learning has been completed.

21. Certificates and completion

Certificates may be issued only where the learner:

• attends the full required training;
• completes required course content;
• participates appropriately;
• completes required assessments;
• achieves any applicable pass mark; and
• provides accurate identity and learner details.

A certificate records attendance or successful completion of the stated training.

It does not by itself:

• confirm workplace competence;
• guarantee employment;
• satisfy every training requirement for every role;
• guarantee regulatory compliance;
• guarantee a particular inspection outcome; or
• replace employer assessment, supervision or workplace policies.

22. Intellectual property

All course materials, videos, presentations, workbooks, assessments, graphics, software, platform content and other training resources remain our intellectual property or that of our licensors.

Customers and learners may use materials only for their own authorised learning and internal training records.

Without our prior written permission, they must not:

• copy or reproduce course content;
• record Live Zoom or classroom sessions;
• take or distribute screenshots of restricted content;
• share login details or joining links;
• upload content to another platform;
• resell or redistribute materials;
• use materials to deliver training to others; or
• modify, extract or create derivative training materials.

23. Safeguarding, disclosures and conduct

We aim to provide a respectful environment in which learners can participate safely.

Where a learner raises a safeguarding concern or makes a disclosure, we may take action that we reasonably consider necessary or appropriate.

This may include sharing relevant information with:

• the customer or employer;
• a safeguarding authority;
• emergency services;
• a regulator;
• the police; or
• another appropriate organisation.

We will consider the circumstances, the level of risk, confidentiality and our legal responsibilities.

Learners must behave respectfully and must not engage in harassment, discrimination, threatening conduct, abuse or deliberate disruption.

We may remove a learner or restrict access where reasonably necessary to protect others or maintain an effective learning environment.

24. Changes or cancellations by Total Training

We reserve the right to:

• change a trainer;
• change a scheduled date or time;
• move a session;
• change the delivery format where reasonable;
• cancel training;
• amend course content to reflect updated guidance; or
• withdraw a course or product.

This right may be exercised for any reasonable operational reason, including trainer illness, low attendance, technical problems, safety concerns or circumstances outside our control.

Where we cancel or materially reschedule training, the customer may normally choose between:

• transferring the affected booking to another available date; or
• receiving a refund for the affected training.

We are not normally responsible for indirect expenses such as lost staff time, lost earnings, travel, accommodation or replacement staffing, except where the law requires otherwise.

25. Events outside our control

We are not responsible for delay or failure caused by events beyond our reasonable control.

These may include:

• internet or telecommunications failure;
• widespread platform or service outage;
• severe weather;
• transport disruption;
• illness;
• fire or flood;
• government action;
• industrial action;
• epidemic or public health emergency; or
• failure of a third-party supplier.

We will take reasonable steps to minimise disruption and provide an alternative where practicable.

26. Our responsibility

We will provide services with reasonable care and skill.

Nothing in these terms excludes or limits liability for:

• death or personal injury caused by negligence;
• fraud or fraudulent misrepresentation;
• breach of rights that cannot lawfully be excluded; or
• any other liability that the law does not permit us to exclude.

For Business Customers, and so far as the law permits:

• we are not responsible for indirect or consequential loss;
• we are not responsible for loss of profit, revenue, business, contracts, anticipated savings or goodwill; and
• our total liability arising from an order will not normally exceed the total amount paid for the affected training or service.

We are not responsible for regulatory, employment or operational decisions made by the customer in reliance on training records or course content.

Consumers retain all rights and remedies provided by applicable consumer law.

27. Data protection

We process personal information in accordance with our Privacy Policy.

The customer must ensure that it has an appropriate lawful basis for providing learner information to us.

Where the customer manages learners through the Manager Dashboard, the customer remains responsible for deciding which staff are authorised to access that information.

28. Concerns and complaints

If the customer or learner is unhappy with our training or service, they should contact us promptly so that we can try to resolve the matter.

Complaints will be handled under our Concerns and Complaints Procedure, available on our website.

29. Changes to these terms

We may update these terms from time to time.

The terms in force when an order is accepted will normally apply to that order.

For subscriptions, we may introduce updated terms for a future renewal term by giving reasonable notice before renewal.

30. General provisions

If any part of these terms is found to be unlawful or unenforceable, the remaining provisions will continue to apply.

A delay in enforcing a right does not mean that the right has been waived.

The customer may not transfer its rights or obligations under these terms without our written agreement.

No person other than the customer and Total Training has a right to enforce these terms, except where the law provides otherwise.

31. Governing law and jurisdiction

These terms are governed by the law of England and Wales.

The courts of England and Wales will have jurisdiction over disputes, except that a Consumer may have the right to bring proceedings in another court where mandatory consumer law permits this.

32. Contacting us

You can contact Total Training Solutions & Consultancy Ltd:

• through the contact form on our website; or
• by telephone on 01494 771935, Monday to Friday, 9am–5pm.

Correspondence may be sent to: