Terms & Conditions of Use
1.1. These Terms and Conditions shall apply to the provision of Services by the Service Provider to the Client.
1.2. In the event of a conflict between these Terms and Conditions and any other terms and conditions (of the Client or otherwise), the former shall prevail unless expressly otherwise agreed by the Service Provider in writing.
- The Services
2.1. With effect from the Commencement Date the Service Provider shall, in consideration of the Fees being paid in accordance with the Agreement, provide the Services to the Client.
2.2. The Service Provider will use reasonable care and skill to perform the Services.
2.3. The Service Provider shall use all reasonable endeavours to complete its obligations under the Agreement.
2.4. The Service Provider warrants that the Services shall be provided in accordance with Good Industry Practice. In the event that a material element of the Services is not provided in accordance with this Clause the Service Provider’s sole responsibility will be to re-perform the relevant Services to the required standard, provided that the Service Provider will not be liable under this Clause if the Client fails to give written notice within 10 Business Days of the original non-performance together with full written particulars.
2.6. Any customised offers provided on Training Express website will expire and lose their validity after 30 days, unless otherwise specified in the offer regarding its duration.
3.1. Unless otherwise agreed in writing all payments required to be made pursuant to this Agreement by either Party shall be made within 30 days of the date of the relevant invoice in UK Sterling (£) in cleared funds to such bank as the Service Provider may from time to time nominate, without any set-off, withholding or deduction except such amount (if any) of tax as the Client is required to deduct or withhold by law.
3.2. The time of payment shall be of the essence. If the Client fails to make any payment on the due date then the Service Provider shall, without prejudice to any right which the Service Provider may have pursuant to any statutory provision in force from time to time, have the right to charge the Client interest on a daily basis at an annual rate equal to the aggregate of 2% and the base rate of Santander from time to time on any sum due and not paid on the due date. Such interest shall be calculated cumulatively on a daily basis and shall run from day to day and accrue after as well as before any judgement.
- Returns Policy
4.1. As part of our ongoing commitment to providing the best possible customer service around, we are proud to honour a 14 day returns policy. We believe you have the right to change your mind – so if you purchase training from Training Express or any third-party platforms and then decide we’re not right for you, you’re entitled to a full refund within 14 days. This policy is subject to fair usage; if one or more staff members have fully completed a training course, or Training Express deems the Client to have attempted to take advantage of the product before claiming a refund, this policy will be invalidated.
4.2. Notwithstanding any conflicting provisions in the return policy, in the event of an auto-renewal of an annual subscription, a specific exemption shall apply. In such a scenario, once the annual subscription is renewed subsequent to its term expiry, the learner shall relinquish the entitlement to seek a refund, irrespective of any cause whatsoever.
4.3 The provisions contained within Clause 4 shall not have an impact on the provisions stipulated in Clauses 10.1 and 10.6, which pertain to the matter of refunds.
5.1. Both the Service Provider and the Client shall undertake that, except as provided by sub-Clause 5.2 or as authorised in writing by the other Party, it shall at all times during the continuance of the Agreement and for 5 years after its termination:
5.1.1. keep confidential all Confidential Information;
5.1.2. not disclose any Confidential Information to any other Party;
5.1.3. not use any Confidential Information for any purpose other than as contemplated by these Terms and Conditions or the Agreement;
5.1.4. not make any copies of, record in any way or part with possession of any Confidential Information; and
5.1.5. ensure that (as applicable) none of its directors, officers, employees, contractors, agents or advisers does any act which, if done by that Party, would be a breach of the provisions of sub-Clauses 5.1.1 to 5.1.4. of Terms & Conditions of Use
5.2. Subject to sub-Clause 5.3, either Party may disclose any Confidential Information to:
5.2.1. any of their subcontractors or suppliers or group companies
5.2.2. any governmental or other authority or regulatory body; or
5.2.3. any of their employees or officers or those of any Party described in sub-Clauses 5.2.1 or 5.2.2;
5.3. Disclosure under sub-Clause 5.2 may be made only to the extent that is necessary for the purposes contemplated by these Terms and Conditions and the Agreement, or as required by law and provided that the recipients are aware of the obligations of confidentiality and (subject to any overriding requirement existing under statute) agree to keep the confidential information confidential and to use it only for the purposes for which the disclosure is made. In each case the disclosing Party must first inform the recipient that the Confidential Information is confidential, unless such information would reasonably be understood, given the nature of the information, to be confidential.
5.4. Either Party may use any Confidential Information for any purpose, or disclose it to any other Party, where that Confidential Information is or becomes public knowledge through no fault of the receiving Party.
5.5. When using or disclosing Confidential Information under sub-Clause 5.4, the receiving Party must ensure that it does not disclose any part of that Confidential Information which is not public knowledge.
5.6. The provisions of this Clause 5 shall continue in force in accordance with their terms, notwithstanding the termination of the Agreement for any reason.
5.8. Training Express and its Service Providers employ industry-standard systems, applications, and protocols to safeguard your personal information and mitigate the likelihood of theft, damage, loss, unauthorised access, or misuse of information. Notwithstanding anything contained in clause 5, and while these measures provide a robust level of security, Training Express cannot and do not guarantee absolute protection or security of any personal data stored by us or any third-party service providers, despite our best efforts to preserve your privacy and data integrity.
- Variation and Amendments
6.1. If the Client wishes to vary any details of the Schedule, it must notify the Service Provider in writing as soon as possible. The Service Provider shall endeavour to make any required changes, and any additional costs shall be agreed with the Client in writing before any changes are carried out.
6.2. If, due to circumstances beyond the Service Provider’s control, the Service Provider has to make any change in the arrangements relating to the provision of the Services, the Service Provider shall notify the Client immediately. The Service Provider shall endeavour to keep such changes to a minimum and shall seek to offer the Client arrangements as close to the original as is reasonably possible in the circumstances.
7.1. Either Party may terminate the Agreement by giving written notice to the other Party if:
7.1.1. any sum owing to that Party by the other Party under any of the provisions of the Agreement (not being the subject of a genuine and reasonably notified dispute) is not paid within 30 days of the due date for payment;
7.1.2. the other Party commits any other breach of any of the provisions of the Agreement and, if the breach is capable of remedy, fails to remedy it within 14 days after being given written notice giving full particulars of the breach and requiring it to be remedied;
7.1.3. an encumbrancer takes possession, or where the other Party is a company, a receiver is appointed, of any of the property or assets of that other Party;
7.1.4. the other Party makes any voluntary arrangement with its creditors or, being a company, becomes subject to an administration order (within the meaning of the Insolvency Act 1986);
7.1.5. the other Party, being an individual or firm, has a bankruptcy order made against it or, being a company, goes into liquidation (except for the purposes of bona fide amalgamation or reconstruction and in such a manner that the company resulting therefrom effectively agrees to be bound by or assume the obligations imposed on that other Party under this Agreement);
7.1.6. anything analogous to any of the foregoing under the law of any jurisdiction occurs in relation to the other Party;
7.1.7. the other Party ceases, or threatens to cease, to carry on business;
7.1.8. control of the other Party is acquired by any person or connected persons not having control of that other Party on the date of the Agreement. For the purposes of this Clause 7, “control” and “connected persons” shall have the meanings ascribed thereto by Sections 1124 and 1122 respectively of the Corporation Tax Act 2010.
7.2. For the purposes of sub-Clause 7.1.2, a breach shall be considered capable of remedy if the Party in breach can comply with the provision in question in all respects.
7.3. In the event of termination under sub-Clause 7.1 the Service Provider shall retain such sums due and already paid to it by the Client on a pro-rata basis for the services provided up to the date of termination (other than due to default or event affecting the Client under 7.1 in which case the Service provider shall be entitled to retain all such pre-paid fees) without prejudice to any other rights the Service Provider may have whether at law or otherwise.
7.4. If a term licence has been purchased by the Client, a minimum of 30 days’ written notice is required for termination. The Client shall not be entitled to a refund if the term licence is terminated part way through the contracted term (as shown in the Schedule, order confirmation or any renewal) or if the Client has outstanding credits.
7.5. Termination of the Agreement is without prejudice to the rights, duties and liabilities of either Party accrued prior to termination. The Clauses in the Agreement which expressly or impliedly have effect after termination shall continue to be enforceable notwithstanding termination or expiry.
- Limitation of Liability
8.1. The following provisions set out the entire financial liability of the Parties (including any liability for the acts or omissions of their employees, agents, and sub-contractors) in respect of:
8.1.1. any breach of the Agreement including these Terms and Conditions and any indemnity howsoever arising;
8.1.2. any representation, misrepresentation (whether innocent or negligent) statement or tortious act or omission (including without limitation negligence) arising under or in connection with Terms and Conditions.
8.2. Except as expressly and specifically provided in these Terms and Conditions, all warranties, conditions and other terms implied by statute, common law or otherwise are, to the fullest extent permitted by law, excluded from these Terms and Conditions.
8.3. Nothing in these Terms and Conditions excludes the liability of either Party:
8.3.1. for death or personal injury caused by a Parties’ negligence; or
8.3.2. for fraud or fraudulent misrepresentation.
8.4. Other than in relation to any liability under Clause 8.3, the Parties shall not in any circumstances be liable, whether in tort (including for negligence or breach of statutory duty howsoever arising), contract, misrepresentation (whether innocent or negligent) or otherwise for:
8.4.1. loss of profits; or
8.4.2. loss of business; or
8.4.3. depletion of goodwill or similar losses; or
8.4.4. loss of anticipated savings; or
8.4.5. loss of goods; or
8.4.6. loss of use; or
8.4.7. loss or corruption of data or information; or
8.4.8. any special, indirect, consequential, or pure economic loss, costs, damages, charges, or expenses.
8.5. The Service Provider makes no representations and the Client acknowledges that the output of the Services will not automatically enable the Client to comply with applicable law (including intellectual property laws) as legal compliance depends on many other factors, which are the responsibility of and within the control of the Client. Accordingly, except for any breach of an express obligation in this Agreement by the Service Provider for which the Service Provider is held liable as being in 8 of 18 Terms & Conditions of Use breach of contract, the Service Provider will not be liable to the Client for any failure by the Client, its employees, agent or contractors to comply with applicable law.
8.6. Other than in relation to any liability under Clause 8.3, each Party’s total aggregate liability in contract, tort (including without limitation negligence or breach of statutory duty howsoever arising), misrepresentation (whether innocent or negligent), restitution or otherwise, arising in connection with the performance or contemplated performance of these Terms and Conditions shall in all circumstances be limited to 125% of the amount actually paid by the Client to the Service Provider under this Agreement in the 12 months preceding the date on which the claim arose.
- Intellectual Property Rights
9.1. Unless otherwise agreed between the parties, all Intellectual Property Rights in and to the Services belong, and shall belong, to the Service Provider and/or its licensors.
9.2. The Client shall, at the expense of the Service Provider, take all such steps as the Service Provider may reasonably require to assist the Service Provider in maintaining the validity and enforceability of the Intellectual Property Rights of the Service Provider during the term of this Agreement.
9.3. Without prejudice to the right of the Client or any third Party to challenge the validity of any Intellectual Property Rights of the Service Provider, the Client shall not do or authorise any third Party to do any act which would or might invalidate or be inconsistent with any Intellectual Property Rights of the Service Provider and shall not omit or authorise any third party to omit to do any act which, by its omission, would have that effect or character.
9.4. Service Provider owns the Intellectual Property Rights in the Services and the Client acknowledges the validity and enforceability of such rights.
9.5. The Client shall not:
9.5.1. copy the Service Provider’s Services or any part of any of them;
9.5.2. modify, adapt, develop, create any derivative work, reverse engineer, decompile, disassemble or carry out any act otherwise restricted by copyright or other Intellectual Property Rights in the Service Provider’s Services. The Client is granted no rights under this Agreement except as expressly stated and the Service Provider expressly reserves all Intellectual Property Rights and its other rights in and to the Service Provider’s Services.
9.6. The Client shall ensure that use of any of the Trade Marks shall be in the style and form available from the Service Provider on request and shall be used in a manner approved from time to time by the Service Provider and accompanied by an acknowledgement in a form approved by the Service Provider.
9.7. The Client shall not:
9.7.1. use any of the Trade Marks in any way which might prejudice their distinctiveness or validity or the goodwill of the Service Provider therein;
9.7.2. use in relation to the Service Provider Services any trademarks other than the Trade Marks without obtaining the prior written consent of the Service Provider;
9.7.3. use any trademarks or trade names so resembling any trademark or trade names of the Service Provider as to be likely to cause confusion or deception. or
9.7.4. use or display any accrediting body marks that may be used by a client who has utilised a Service Provider Product without the express permission of Service Provider in writing. Client agrees to indemnify the Service Provider on a defend and settle basis against any and all direct losses suffered by Service Provider through any misuse by Client utilising an accrediting body mark in contravention to this Clause 9.7.4
9.8. Other than the licences expressly granted under this Agreement, neither Party grants any licence of, right in or makes any assignment of any of its Intellectual Property Rights. In particular, except as expressly provided in this Agreement, the Client shall have no rights in respect of any trade names or trademarks used by the Service Provider in relation to the Service Provider Services or their associated goodwill, and the Client hereby acknowledges that all such rights and goodwill shall inure for the benefit of and are (and shall remain) vested in, the Service Provider provided that this Clause shall not apply in relation to the use by the Service 10 Terms & Conditions of Use Provider of the Client’s logo or branding which the Client permits the Service Provider to use to personalise the Services solely for the Client.
9.9. At the reasonable request of the Service Provider, the Client shall do or procure to be done (at the Service Provider’s cost), all such further acts and things (including the execution of documents) as the Service Provider shall reasonably require to give the Service Provider the full benefit of this Agreement.
9.10. The Client shall as soon as reasonably possible give notice in writing to Service Provider in the event that it becomes aware of:
9.10.1. any infringement or suspected infringement of the Trade Marks or any other Intellectual Property Rights in or relating to the Services; and
9.10.2. any claim that the receipt of the Services by the Client, whether or not under the Trade Marks, infringes the rights of any third Party.
9.11. In the case of any matter falling within Clause 9.10.1:
9.11.1. the Service Provider shall, in its reasonable discretion, determine what action if any shall be taken in respect of the matter; and
9.11.2. the Service Provider will take only those actions that it deems necessary and reasonable, and that the costs and damages it recovers will be limited to those that are reasonable and necessary. This would ensure that the Service Provider’s actions are consistent with its discretion and that the Client’s rights are protected;
9.12. In the case of any matter falling within Clause 9.10.2:
9.12.1. the Service Provider shall defend or settle on behalf of the Client, its officers, directors and employees against any claims that the marketing, advertising or distribution of the Services in accordance with this Agreement infringes any Intellectual Property Right and shall defend the Client for and against any direct damages, losses, costs and expenses (including reasonable legal costs and expenses awarded against the Client in judgment or settlement of such claims, provided that: (i) the Service Provider is given such notice of such claim as is reasonable in the circumstances; (ii) the client’s cooperation is limited to providing reasonable assistance to the Service Provider in its defence or settlement of the claim. Service Provider must obtain the Client’s approval for any settlement of the claim and that the Client must not unreasonably withhold such approval.
9.12.2. In the defence or settlement of the claim, the Service Provider may obtain for the Client the right to continue using Services in the manner contemplated by this Agreement, replace or modify the Services so that it becomes non-infringing or, if such remedies are not reasonably available, terminate this Agreement forthwith by notice in writing and without liability to the Client other than for a refund of any Fees paid in advance for Services which the Client has been unable to receive. For the avoidance of doubt, nothing in this Clause shall negate the Client’s obligation to mitigate its costs. The Service Provider shall not in any circumstances have any liability if the alleged infringement is based on: (i) a modification of the Services by anyone other than the Service Provider; or (ii) the Client’s marketing, advertising, distribution, or use of the Services in a manner contrary to the instructions given to the Client by the Service Provider; or (iii) the Client’s marketing, advertising, distribution or use of the Services after notice of the alleged or actual infringement from the Service Provider or any appropriate authority; or (iv) use or combination of the Services with any other product in circumstances where, but for such combination, no infringement would have occurred. and
9.12.3. The foregoing states the Client’s sole and exclusive rights and remedies, and the Service Provider’s entire obligations and liability, in the case of any matter falling under Clause 9.10.2.
9.13. Each Party shall, at the request and expense of the other, provide all reasonable assistance to the other (including, but not limited to, the use of its name in, or being joined as a Party to, proceedings) in connection with any action to be taken by the other Party, provided that that Party is given such indemnity as it may reasonably require against any damage to its name.
10.1: Annual Subscriptions, Rights & Obligations
10.1.1: An annual subscription for courses of Training Express refers to a payment plan where the learner pays a single fee in advance for access to a set of courses on Training Express for a period of one year. The learner can typically access a range of courses during the subscription period.
10.1.2: The learner, subscribing annually to Training Express, is limited to a maximum of 30 courses at any given time and may only begin a new course after completing one of the initial 30, thereby ensuring a total course count of 30.
10.1.3: Annual subscription does not include any courses offered by Awarding bodies listed on the Training Express Website.
10.1.4: The assignment of courses to learners is subject to availability, and if a course becomes unavailable for any reason after being available in the course library during the subscription period, the learner cannot take it and Training Express will not be held liable, but the learner may take the course as soon as it becomes available in the course library.
10.1.5: In the event that a learner purchases an annual subscription at a discounted price from Training Express, said learner shall forfeit the right to request a refund for any reason, as a result of purchasing said subscription at a discounted price.
10.1.6: Upon completion of 50% or more of multiple courses, the learner shall be ineligible to request a refund from Training Express, regardless of the cause.
10.1.7: As a point of clarification, upon purchasing an annual subscription from Training Express to access their online courses, if the Learner completes at least 50% of the courses and subsequently requests a refund after completing several courses, Training Express reserves the right to deny the Learner’s request in accordance with the Terms and Conditions Agreement.
10.1.8: Auto-renewal applies to the Annual Subscription, and upon renewal of the subscription following its term expiration, the learner forfeits the right to request a refund for any reason whatsoever.
10.2: Subscriber Warranties, Rights, Representations, & Obligations
10.2.2: Training Express® is not obligated to maintain the Website or maintain its current form by consenting to provide access. Training Express® may change, enhance, modify, or upgrade any service and convert a Subscriber to a new version thereof at any time in the Company’s sole discretion, as long as it is not detrimental to the Subscriber’s use of the services and on reasonable prior notice to the Subscriber (unless the change is critical for business or outside the Company’s control, in which case the Company will clarify).
10.2.5: The Subscriber and any other Subscribers added to their membership (“Authorised End Users” or “Multi-User Subscriptions”) commit, acknowledge, and accept that:
- *Third-party access privileges are not permitted,
- *Viruses must not be accessed, stored, distributed, or transmitted by them,
- *All Services are to be utilised abiding by the applicable laws and regulations,
- *The Services or any component thereof cannot be rented, leased, sublicensed, resold, distributed, transferred, copied, or modified,
- *The Subscriber will not reverse engineer or seek to construct the source code from the object code made available hereunder, nor decompile, create, or attempt to create, the source code from the object code made available hereunder,
- *The Subscriber will not copy, distribute, edit, publicly display, publicly perform, republish, download, store, or transmit the Services or any part of them,
- *The Subscriber will not remove or attempt to remove or change any copyright, trademark, or other proprietary rights notices from materials copied from the Training Express® Website or included in the Services,
- *The Subscriber is solely responsible for obtaining, installing, operating, and maintaining the necessary hardware and software, along with ensuring network connections and telecommunication lines required to access and use the Services,
- *The Subscriber is not to use the Services in any way or in conjunction with any content, data, hardware, software, or other materials that may infringe or violate any third-party patent, copyright, trade secret, trademark, or any intellectual property right, or anything that may constitute defamation, libel, invasion of privacy, or violation of the right of publicity or other third-party rights, or that is a violation of any law.
10.3: Right to Cancel Order
10.3.1: Some of our courses are not included in subscription packages and are only available for singular purchases. The following policies are applicable for such courses:
10.3.2: The Subscriber can cancel the order within 14 days after the order has been delivered. But the Subscriber must provide a proper reason for cancelling. This 14-day period grants a conditional right to cancel.
10.3.3: How to cancel: Simply email us at [email protected] or call us at 020 8158 3412 with the order details to cancel the order.
10.3.4: After becoming a subscriber at Training Express, you will have access to all our courses.
As a subscriber, you can enrol in up to 30 courses at any time. You can access all the enrolled courses from your dashboard. If you have already enrolled in 30 courses, you must complete a course before you can enrol in more courses.
10.4: Right to Cancel Membership
Training Express® memberships are renewed after 12 months. However, the Subscriber can cancel their membership at any time from their account.
The subscription is subject to auto-renewal, therefore unless it is cancelled by the subscriber or by Training Express, it will be renewed for the subsequent year. According to the chosen payment method, subscribers will be charged for the subsequent billing cycle.
If the Subscriber cancels their subscription, they will lose access to all courses they enrolled for during their Training Express membership at the end of their billing period.
The subscriber can view recordings of classes they’ve already attended, but not future ones, and you won’t be able to add a new course.
To delete the Training Express® account, please contact support.
10.5: Cancellation-Related Changes
10.5.1: Training Express membership can be cancelled at any time.
- A Subscriber can finalise cancellation over the phone or from their profile.
- A Subscriber can cancel membership and benefits by going to the Membership and Payments tab, where options, such as pausing your membership or switching to a lower-cost plan, will be available.
- If the subscriber signed up for Training Express using a third-party account (such as an app store) as a Payment Method and wants to cancel membership, cancellation may need to be done through the third party. For instance, visit the account with the applicable third party and turn off the auto-renewal option, or unsubscribe from the Training Express service.
10.5.2: To make the cancellation process swift, a cancellation feature is included in the Members Area. Membership can also be terminated by filling out this cancellation form and returning it.
10.5.3: The right to terminate the services:
**If the Subscriber does not comply with the Terms and Conditions, including payment obligations, Training Express reserves the right to terminate access to the Services.
**The Subscriber might receive a letter regarding the termination of Services. The Subscriber will be notified in advance and reimbursed for the amounts paid in advance for services that will not be provided.
10.5.4: The Subscriber has the opportunity to renew it at any time in the future, even after cancelling the membership. If the Subscriber opts to renew, the account will be charged for the following year. The plan the subscriber will be reverted to is the one he or she has cancelled previously.
10.5.5: The existing subscription will continue until the end of its current term. And then switch to the One Course Plan if the Subscriber chooses a reduced-price plan known as a ‘One Course Plan’.
To clarify further, if the Subscriber is currently subscribed to a higher-priced plan (such as the annual subscription), the current subscription will remain as is, with the membership advantages associated with the current plan. However, the plan will change to One Course Plan at the end of the subscription period.
10.5.6: Training Express reserves the right to modify its service plans and prices at any moment.
Any price adjustments will be communicated in advance by Training Express via the members’ user interface, the membership and payments user interface, and/or other reasonable ways, such as email.
Membership subscription pricing changes will take effect at the beginning of the next subscription month after the price change date. As a precaution, we recommend reading any pricing change message carefully.
Please get in touch with us if you have any payment-related or other membership questions.
10.5.7: We do not offer refunds or credits for partial membership periods, lessons, or Courses.
Refunds cannot be issued without a reasonable cause, as defined by incorrect content or pricing, certificate, course materials, assignment retakes, or any other optional course content from the members’ area, checkout page, or any other cause deemed valid by Training Express.
10.6: The Lifetime Access
10.6.1: By enrolling in our Prime Learners program for a one-time fee the learner shall be granted instant, unlimited, and lifetime access to 1500+ courses offered by us, including all future updates and additions.
10.6.2: The subscriber shall be entitled to a one-time enrolment fee, granting access to all courses offered by us, including any new courses added to the platform in the future.
10.6.3: Subscribers shall be entitled to unlimited access to all courses, access to all career certificate bundles, a free student ID card, and many more benefits offered by us.
10.6.4: The subscriber shall not be allowed to transfer the lifetime access to any third party.
10.6.5: In the event that a learner purchases a lifetime subscription at a discounted price from Training Express, the learner’s right to seek a refund for any reason shall be null and void consequent to the purchase of the aforementioned lifetime subscription at a discounted price.
10.6.6: Upon purchasing a lifetime subscription from Training Express and upon completion of 50% or more of multiple courses, the learner shall be ineligible to request a refund from Training Express, regardless of the cause.
10.6.7: Training Express reserves the right to cancel the lifetime access of the Subscriber in the event of a breach of our terms and conditions.
- Course Exchange
11.1. You can exchange your course once if you haven’t taken any certificate for your course. Once you have exchanged the course you can’t exchange it again.
- Technical Support
12.1. If the Client experience problems in deploying the Service Provider’s web-based application the Service Provider will work with the Client to resolve the problem in accordance with the SLA. This includes, within normal business hours, telephone and email support, support via a remote desktop session and liaison with the Client’s IT department/provider as the Service Provider deems necessary.
12.2. In situations where it is deemed that the configuration of the Client’s computer or IT infrastructure is having a detrimental effect on the performance of the Service Provider’s application (for example the Client may use an unsupported device/browser, a thin client, have a proxy or firewall which is blocking access to program resources) the Service Provider cannot continue to provide inclusive technical support.
12.3. In such a scenario the Service Provider can pass the Client on to it’s recommended IT support partner (hourly rates available on request) who will be able to work directly with the Client to rectify any issues with it’s system. Alternatively, the Client can consult with it’s own IT support partner for a resolution.
12.4. For providing a better learning experience for the clients, some requests might be seen by a community expert outside the company. Please don’t share any sensitive information.