TERMS AND CONDITIONS

Equal Opportunity, Complaints, Data Protection

1. Innpacked will offer help and assistance to anyone with learning difficulties, within the rules of the relevant awarding body. Innpacked must be informed prior to the course of any special requirements that learners may need, as we may require certain information in writing in order to make allowances for any such difficulties.
2. All data regarding delegates will be stored on the Innpacked database and may be shared with other organisations for the purpose of detecting fraud.
3. Your data may be used for future marketing of courses or other relevant products by Innpacked. In order to opt out of this, you must request this in writing to info@innpacked.com
4. Innpacked is committed to continual improvement of its services. Feedback will be continually monitored from course delegates. In the event of a complaint from a client, in the first instance, Innpacked will endeavour to satisfy the complaint. In the unlikely event of the complaint not being dealt with by Innpacked, we undertake to seek advice to resolve the matter from the relevant awarding body as appropriate.
5. Innpacked is committed to a policy of protecting the rights and privacy of individuals, including but not limited to learners, our staff and anyone else we engage with, in accordance with the Data Protection Act (2018). Innpacked Ltd needs to process certain information about the learners, our staff and other individuals it has dealings with for administrative purposes e.g. to recruit and pay staff, to administer courses and training, to record training progress and to comply with our legal obligations to funding bodies and government. To comply with the law, information about individuals must be collected and used fairly, stored safely and securely and not disclosed to any third party unlawfully.
6. Innpacked have the following policies available on request:

• company complaints procedure
• health & safety policy
• equal opportunities policy

Innpacked Payment Terms

1. Requesting an invoice shall be deemed as confirmation of booking terms and conditions.
2. If an invoice has been requested it cannot be cancelled and will be deemed due whether the product is taken or not. For example, course attended, licence submitted etc.
3. All fees including Innpacked application or course fees are non-refundable irrespective of the success of an application or course attendance.
4. All invoices must be paid within 10 working days, or in advance of the course or the commencement of an application whichever is the soonest.
5. Should there be any associated costs for Innpacked as a result of a payment not being processed (i.e. bounced cheque), then Innpacked will charge the client for any such costs.
6. Any bulk discounts or promotional prices are only valid if fees are paid within Innpacked payment terms. If fees are not paid within Innpacked payment terms, Innpacked will re-invoice for the full amount with no discount.
7. There will be an administration charge of £25 + VAT on changing a delegates name for a course.
8. All relevant disbursement and application payments will be made to Innpacked immediately on request. If these payments are not made on request Innpacked reserve the right to stop the application process. No refund will be due if the process is stopped.
9. Once an online exam is booked, should the candidate request a change to the time and/or date of the exam within 2 working days of the exam, the candidate will be required to pay a £50 +VAT administration fee to Innpacked before the booking can be altered.
10. In the event that a delegate fails to show up for their online exam they will be charged £89 +VAT to re-book the exam.

Innpacked Course Booking Terms

1. Innpacked will endeavour to ensure that all courses are delivered on the advertised day. Should any change of date be required, Innpacked will offer the candidate an alternative date.
2. Innpacked will ensure that all training venues meet with the relevant awarding bodies regulations and that they are safe and secure for candidates.
3. Innpacked reserves the right to cancel courses and in the unlikely event of cancellation by Innpacked, the client will be offered a mutually acceptable future date. Innpacked will not be liable for any loss or expenses incurred by the client arising from such a cancellation. Innpacked will also not be responsible for any extra expenses incurred by the delegate attending an alternative venue.
4. Please always refer to the address within your joining instructions (by post or by email) for the venue address of your course.
5. When an online course has been booked, Innpacked cannot refund any monies paid if the candidate has logged into the course.
6. Innpacked do not have access to online courses or exams and liability for support is passed to the awarding body at the point of the candidate commencing the online course. Online course or exam enquiries must be communicated directly to the awarding body and not Innpacked.
7. At the point the delegate is booked onto the online exam, they are subject to the awarding body’s terms and conditions. Innpacked do not hold any liability for the exam, or any requirements set by the awarding body.
8. Should the candidate request a refund for an online course where the candidate has not logged in, Innpacked requires them to do this within 2 days of booking the online course or no refund will be made.
9. Innpacked reserve the right to withhold certificates and results until such time as the course fees are paid in full.
10. Innpacked will deliver all courses within the guidelines of the awarding body that oversees the qualification.
11. Innpacked will ensure that all examinations are carried out within the regulations of the relevant awarding body.
12. Innpacked will ensure that all courses are delivered by trainers that have been approved to deliver the course by the relevant awarding body.
13. Innpacked will not accept liability for loss or damage to property or personal injury to persons attending a course.
14. Should the delegate be unable to complete their exam due to technical issues, lack of knowledge or understanding, Innpacked accept no liability and the delegate will be subject to a fee to book an exam re-sit. This fee will be set by Innpacked.
15. We regret that due to the high cost of our course administration, we are unable to refund course fees in the event of the client cancelling a reservation. However, we will always offer our clients a transfer to a future course date at no additional charge, subject to the cancellations being more than 5 working days before the course date.

• If the cancellation is less than 5 working days, Innpacked reserves the right charge the following:
• If the cancellation is less than 48 hours prior to the course then Innpacked reserves the right to withhold all monies paid
• If the cancellation is less than 3 days, Innpacked will charge £100 (plus VAT) to move you onto an alternative course
• If the cancellation is less than 5 days, Innpacked will charge £75 (plus VAT) to move you onto an alternative course

Innpacked Course Booking Terms

Candidates Responsibilities

1. The candidate will make Innpacked aware, at the time of booking, of any learning difficulties or medical issues which are relevant to the training day. This includes any dietary requirements. In the case of online qualifications, the delegate must make Innpacked aware at the time of booking of any learning difficulties, language barrier or medical issues which could impact their ability to complete their course or exam.
2. The candidate will endeavour to familiarise themselves with the pre-course study material before the examination.
3. The candidate will endeavour to arrive at the training venue before the start time of the course. Innpacked reserves the right to refuse entry to late arrivals if it is adjudged to be distracting to other candidates.
4. The candidate will make the trainer aware of any complaints or any aspect of the training or examination that they are unhappy with on the day or will inform Innpacked within 24 hours of the course completion. Failure to adhere to this tie may make the complaint invalid.
5. The candidate will pay an appropriate additional charge for a new DBS certificate or course certificate should it either expire or get lost through no fault of Innpacked.
6. The delegate will ensure that they have competed all required system checks prior to their online exam in accordance with the awarding body’s terms and conditions.
7. The delegate has 12 months in which to complete to their online course from date of booking. At the point this 12-month period expires, the delegate will be subject to pay the full price of the course.
8. When a Platinum or Gold package is booked the candidate must:

• Provide a quiet and private room for the duration of the training course and exam.
• Provide WiFi that is to a level that will enable the exam to take place.
• Ensure the training and exam is uninterrupted.

Failure to adhere to the above may result in the trainer being unable to provide the training and exam. In the event the trainer is unable to provide the training and exam due to the candidate’s failure to comply with Innpacked’s terms and conditions, the cost of the training package less the PLA will be due prior to rebooking.

Innpacked Licence Application Service Terms

Licence Application service includes any of the following:

Personal Licence Applications

Premises Licence Transfer

Change of Designated Premises Supervisor

Major/Minor Variations

TENS

In the event the client does not respond to attempts to proceed with any application or provide the relevant requested information, Innpacked reserve the right to terminate the contract between the parties and close the application.

Innpacked will:

1. Liaise with the applicant to establish the likely success of an application and provide advice as appropriate
2. Gather the relevant information and documentation from an applicant to be able to make the relevant application (i.e. DBS, Council application etc.)
3. Liaise with all relevant authorities on the applicant’s behalf. This includes all correspondence being sent directly to Innpacked and viewed by our licensing team. Where a disclosure has any convictions which have not been declared on your forms, we will directly contact the applicant to discuss its contents prior to submitting an application. By accepting these terms and conditions, you are authorising Innpacked to act on your behalf.
4. Prepare and submit all relevant forms.
5. Provide regular updates to the applicant on the progress of their application.

Innpacked will not:

1. Guarantee the success of the application.
2. Guarantee that an application will be granted.
3. Be liable for any refund to the applicant once the application has been booked irrespective of the success or completion of the application.
4. Provide representation for an applicant at a Licensing Authority Hearing unless specific arrangements have been agreed as part of the application process.
5. Be liable for any loss or damage of personal ID either during postage or at any agency offices
6. Be liable for the applicant’s public notice or its correct display
7. Accept any liability for incorrect, misleading or incomplete information provided by the client or any delay in processing the application as a result
8. Be liable for any monies paid for advertisement or re-advertisement of any application due to incorrect, misleading or incomplete information provided by the client or licensing authority including any delay in processing the application as a result
9. In the event the guidance is not followed by the applicant, Innpacked accepts no liability

The applicant agrees to:

1. Comply promptly with any requests to provide appropriate information and documentation in order for the application to be submitted.
2. To pay all relevant disbursement and application payments to Innpacked immediately on request. If these payments are not made on request Innpacked reserve the right to stop the application process. No refund will be due if the process is stopped.
3. Innpacked reserve the right to withdraw or close off an application where we have pursued on no less than 3 occasions for information, which the applicant has then failed to supply. In this case, no monies will be reimbursed
4. Confirm that they are entitled to and eligible to make an application for the licence.
5. Understand that Innpacked has no control over the time that an application may take and the applicant will not be entitled to compensation should any relevant authority take longer than an applicant might otherwise have expected to process any application.
6. To pay an appropriate additional charge for a new DBS certificate should it either expire or get lost through no fault of Innpacked.
7. To pay any advertising fees to Innpacked upon request and to ensure that all relevant information is correct and true to the best of their knowledge.
8. Correctly display any public notice provided by Innpacked.
9. The applicant will ensure any public notice provided by Innpacked remain displayed for the duration of the consultation period.
10. Follow all guidance relating to an application given by Innpacked.

Premises Licence Applications

Innpacked will:

1. Liaise with the applicant to establish the likely success of an application and provide advice as appropriate.
2. Provide instruction to the applicant on the information required to progress their application.
3. Request missing or incomplete information or documents in a timely manner.
4. Provide the applicant with the disbursement invoice prior to submission (public notice newspaper fee, council application fee and CIZ fee if applicable). The application will not be submitted until the invoice is paid in full.
5. Provide the client with a draft of the application and supporting documents for their approval. This must be checked and agreed by the client. Failure to provide relevant approval within 2 weeks could result in Innpacked stopping the application.
6. Provide applicant with relevant public notice and guidance as to how this should be displayed.
7. Prepare and submit all relevant forms.
8. Provide regular updates to the applicant on the progress of their application and ensure all representations are discussed if received.
9. Reserve the right to close applications after 12 months from the date of booking if the applicant has not provided all necessary information requested by Innpacked.

Innpacked will not:

1. Guarantee the success of the application.
2. Guarantee that an application will be granted.
3. Be liable for any refund to the applicant once the application has been booked irrespective of the success or completion of the application.
4. Be liable for any delay in the processing of the DPS personal licence application where the applicant has not fully engaged with Innpacked in providing documentation and/or completing their APLH qualification.
5. Provide the client with any more than three drafts of the premises licence application unless expressly agreed with Innpacked.
6. Provide representation for an applicant at a Licensing Authority Hearing unless specific arrangements have been agreed as part of the application process.
7. Be liable for any loss or damage of personal ID either during postage or at any agency offices.
8. Be liable for the applicant’s public notice or its correct display.
9. Accept any liability for incorrect, misleading, or incomplete information provided by the client or any delay in processing the application as a result.
10. Be liable for any monies paid for advertisement or re-advertisement of any application due to incorrect, misleading, or incomplete information provided by the client or licensing authority including any delay in processing the application as a result.
11. In the event the guidance is not followed by the applicant, Innpacked accepts no liability.

The applicant agrees to:

1. Comply promptly with any requests to provide appropriate information and documentation in order for the application to be submitted.
2. Complete their APLH qualification in a timely manner and provide Innpacked with all relevant documentation in order for their DPS personal licence application to be processed (where applicable).
3. Pay the fee’s due to update their premises licence if required as a result of their DPS personal licence not being granted prior to the premises licence being issued.
4. To pay all relevant disbursement and application payments to Innpacked immediately on request. If these payments are not made on request Innpacked reserve the right to stop the application process. No refund will be due if the process is stopped.
5. Innpacked reserve the right to withdraw or close off an application where we have pursued on no less than 3 occasions for information, which the applicant has then failed to supply. In this case, no monies will be reimbursed.
6. Confirm that they are entitled to and eligible to make an application for the licence.
7. Understand that Innpacked has no control over the time that an application may take, and the applicant will not be entitled to compensation should any relevant authority take longer than an applicant might otherwise have expected to process any application.
8. To pay an appropriate additional charge for a new DBS certificate should it either expire or get lost through no fault of Innpacked.
9. To pay any advertising fees to Innpacked upon request and to ensure that all relevant information is correct and true to the best of their knowledge.
10. Correctly display any public notice provided by Innpacked.
11. The applicant will ensure any public notice provided by Innpacked remain displayed for the duration of the consultation period.
12. Follow all guidance relating to an application given by Innpacked.

Innpacked Licence Hearing or Sub-Committee Representation Service Terms

In the rare event that an applicant’s premises licence application in scheduled for a licensing hearing or a current premises licence is under review, Innpacked are able to offer representation.

Once the notification of hearing is provided by the council processing the application Innpacked will inform the client. Innpacked are only deemed instructed by the applicant/ licence holder at the time that payment is received.

The payment for Innpacked’s instruction must be received 2 working days prior to the date of the hearing unless specifically agreed with Innpacked and/or its consultant.

Should a hearing be held virtually, Innpacked’s fee payable will be £650 +VAT. If the hearing is face to face and requires one of Innpacked’s consultants to travel to the council or their hearing location the fee payable will be £1150 +VAT.

Innpacked will:

1. Liaise with the applicant/ licence holder to establish the likely success of a hearing and provide advice as appropriate.
2. Liaise with all relevant authorities on the applicant’s/ licence holder’s behalf. This includes all correspondence being sent directly to Innpacked and viewed by our consultant and licensing team.
3. Prepare and submit all relevant responses to the relevant authorities.
4. Provide regular updates to the applicant/ licence holder on the progress of their consultant’s negotiations with the relevant parties.
5. Agree with the applicant/ licence holder any conditions offered in response to representation prior to offering them to the relevant parties.
6. Represent the applicant/ licence holder at the licensing hearing.
7. Reserve the right to cancel or withdraw from a hearing if the applicant/ licence holder has mislead Innpacked in any way or provided false or misleading information which directly affects the hearing. This includes any information which would mislead the committee.

Innpacked will not:

1. Guarantee the success of the hearing.
2. Be liable for any refund to the applicant/ licence holder once Innpacked has been instructed irrespective of the success of the hearing.
3. Be liable for any delay in the process of preparing for the hearing as a result of the applicant/ licence holder failing to engage with Innpacked or provide any relevant or requested information.
4. Accept any liability for incorrect, misleading, or incomplete information provided by the client.
5. In the event the guidance is not followed by the applicant/ licence holder, Innpacked accepts no liability.