Terms and Conditions

Last updated 28 October 2026

These Terms and Conditions apply to all training courses, consultancy services, examinations, digital learning products, Training Credits and related services supplied by SYSOP Ltd ("SYSOP", "we", "us" or "our").

By placing an order, confirming a booking, submitting a website booking, accepting a quotation or otherwise asking us to proceed, the Client agrees to these Terms and Conditions.

If you are buying from us as an individual for purposes mainly outside your business or profession, you are a Consumer. The additional rights explained in the Consumer Rights section will apply to you and nothing in these Terms affects your statutory rights.

1. Definitions

Client means the organisation or individual purchasing services from SYSOP.

Delegate means the individual attending or accessing training or related services.

Course Fee means the fee payable for the relevant course or Delegate place.

Total Charge means the full amount payable for the relevant training, consultancy, examination, digital learning or related service.

Training Credits means prepaid monetary credit expressly described as Training Credits in a SYSOP quotation or invoice.

Training Partner means an approved third party used by SYSOP to provide training, examinations, digital learning or related services.

UK Working Day means Monday to Friday, excluding public holidays in England.

2. Bookings and Contract Formation

Bookings may be made through our website, by email, by purchase order, by accepting a quotation or by another method accepted by SYSOP.

A booking is treated as confirmed when SYSOP accepts it in writing, issues a booking confirmation or invoice, begins work at the Client's request, or otherwise confirms that the booking has been accepted.

The version of these Terms supplied or made available before the booking is confirmed will apply to that booking. A later update to the website will not change an existing booking unless we agree the change with the Client or the change is required by law.

Where documents conflict, the following order will apply:

1. any special terms stated in the relevant quotation or booking confirmation;
2. any mandatory terms imposed by an examination provider or Training Partner;
3. these Terms and Conditions; and
4. other information contained in the booking confirmation or on our website.

Terms included in a Client's purchase order or procurement system will not apply unless SYSOP has expressly accepted them in writing. Processing a purchase order or quoting its number does not mean that SYSOP has accepted the Client's own terms.

Our quotation or booking confirmation will normally make clear whether the purchase is for:

• places on a dated public course;
• private or in-house training;
• consultancy services;
• Training Credits;
• examinations or examination vouchers;
• digital learning or another third-party service; or
• bespoke development or customisation.

Purchasing a number of places on a particular course does not create Training Credits unless the quotation or invoice specifically describes the purchase as Training Credits.

SYSOP will normally acknowledge bookings within one UK Working Day. Joining instructions and any pre-course information will normally be issued between one and two weeks before the course begins.

Dates described as provisional, proposed or to be confirmed are not confirmed delivery dates until SYSOP confirms them in writing.

3. Delivery of Services and Training Partners

SYSOP will provide services with reasonable skill and care and will use suitably qualified trainers, consultants and delivery partners.

Services may be delivered directly by SYSOP or through approved Training Partners, subcontractors or affiliate organisations.

Where appropriate, we may make reasonable changes to course content, trainers, schedules, venues, delivery format or course materials. We may also change classroom training to virtual delivery where reasonably necessary, provided that the overall nature and standard of the service are not materially reduced.

Where an examination, digital product or other service is provided by a third party, additional supplier terms may apply. Mandatory supplier terms will take priority only where SYSOP must apply them to meet its obligations to that supplier.

4. Course Materials and Intellectual Property

Delegates may receive printed or electronic materials appropriate to the course attended.

All course materials, training content and documentation remain the intellectual property of SYSOP and/or its licensors.

Materials are supplied solely for the personal learning use of the registered Delegate. They must not be copied, reproduced, distributed, shared, uploaded, recorded, commercially exploited or used to train an artificial intelligence system without prior written permission.

Courses, meetings and consultancy sessions must not be recorded without the prior written agreement of SYSOP and everyone affected by the recording.

5. Client and Delegate Responsibilities

The Client is responsible for providing accurate information, nominating suitable Delegates and checking the booking confirmation promptly.

Delegates are responsible for:

• meeting any published course or examination prerequisites;
• attending courses on time;
• completing required preparation, assignments or exercises;
• complying with venue, virtual classroom, security and health and safety requirements; and
• having suitable equipment, connectivity and access for virtual or online training.

SYSOP may remove a Delegate whose behaviour is unsafe, unlawful, abusive, disruptive or materially interferes with delivery. In these circumstances, no refund will be payable unless the removal results from a failure by SYSOP to meet its own obligations.

6. Examinations and Exam Vouchers

Delegates are responsible for ensuring that they meet all examination prerequisites and conditions before booking or attempting an examination.

Where examination vouchers are supplied:

• vouchers are generally non-refundable once issued to SYSOP or the Client;
• a voucher may only be transferred or reassigned where the examination provider permits it; and
• once a voucher has been redeemed, activated, scheduled or associated with a named candidate, it becomes non-transferable and non-refundable unless the law requires otherwise.

All examination services are also subject to the relevant examination provider's rules, availability and validity periods.

SYSOP is not responsible for examination platform outages, programme changes, certification withdrawals or restrictions imposed by an examination provider. We will, however, provide reasonable assistance in seeking any remedy offered by the provider.

7. Training Credits

A purchase will only be treated as Training Credits where the quotation or invoice specifically uses that description.

Training Credits are valid for 24 months from the original invoice date unless a different period is agreed in writing.

Training Credits:

• are non-refundable;
• cannot be exchanged for cash;
• may only be used for services supplied by SYSOP; and
• expire automatically at the end of their validity period without refund or extension.

Any extension is entirely at SYSOP's discretion and must be agreed in writing.

Training Credits represent a sterling account balance. They do not fix the future price of a course, examination or other service unless the quotation says otherwise. Services will be charged at the price applying when the booking is confirmed.

Training Credits may be used by the purchasing Client for its employees and contractors. They may not be sold, assigned or transferred to another legal entity without SYSOP's written agreement.

Once Training Credits are used to make a booking, the cancellation and transfer terms for that type of service will apply. If the cancellation would normally qualify for a refund, the eligible amount will be returned to the Client's Training Credit balance rather than paid in cash, after deducting any applicable administration fee and non-refundable costs.

Any returned Training Credits will keep their original expiry date. Booking a course does not pause or extend that date. If the original expiry date has already passed when credits are returned, they will expire immediately unless SYSOP agrees an extension in writing.

8. Payment Terms

Invoices are normally issued when an order is confirmed unless otherwise agreed in writing.

Payment is due within 30 days of the invoice date. All prices are exclusive of VAT unless otherwise stated.

SYSOP may require cleared payment before:

• course attendance;
• examination booking;
• release of examination vouchers or course materials;
• access to digital learning;
• delivery of consultancy services; or
• commencement of bespoke development or customisation work.

Where payment has not been received when due, SYSOP may refuse attendance, withhold materials or vouchers, suspend services, or reschedule or cancel the booking.

For business Clients, SYSOP may charge statutory interest and recovery costs under the Late Payment of Commercial Debts (Interest) Act 1998.

9. Administration Fees and Costs Already Incurred

Unless stated otherwise below, a £95 administration fee plus VAT applies to each booking affected by a cancellation, transfer, rescheduling, substitution, name change or other amendment requested by the Client.

The administration fee is payable in addition to any cancellation charge and any costs that SYSOP has already committed and cannot recover or reuse. These may include examination fees, digital licences, Training Partner or subcontractor charges, venue costs, travel costs and bespoke preparation work.

Where a refund is due, these amounts may be deducted from the refund. SYSOP will provide a reasonable breakdown on request.

SYSOP may waive or reduce an administration fee or cancellation charge at its discretion.

10. Public Scheduled Courses - Cancellations

All cancellation requests must be submitted in writing. Notice is measured from the date SYSOP receives the request to the scheduled course start date.

More than 20 UK Working Days before the course starts
Full refund of the Course Fee, less the £95 administration fee plus VAT and any non-refundable costs already incurred

11-20 UK Working Days before the course starts
50% of the Course Fee, plus the £95 administration fee plus VAT and any non-refundable costs already incurred

10 UK Working Days or fewer before the course starts
100% of the Course Fee; no refund

Failure to attend without prior written cancellation will be treated as a cancellation on the course start date, with the full Course Fee payable.

Where Training Credits were used for the booking, any eligible value will be returned as Training Credits in accordance with section 7 and will not be paid in cash.

11. Public Scheduled Courses - Transfers and Substitutions

Transfer and substitution requests must be made in writing and are subject to availability, course prerequisites and any supplier restrictions.

More than 20 UK Working Days before the course starts
£95 administration fee plus VAT and any non-refundable costs already incurred

11-20 UK Working Days before the course starts
25% of the Course Fee, plus the £95 administration fee plus VAT and any non-refundable costs already incurred

10 UK Working Days or fewer before the course starts
SYSOP may treat the request as a cancellation under section 10

A substitute Delegate may be accepted before the course starts where:

• all course and examination prerequisites are met;
• SYSOP is notified in writing;
• any examination voucher has not been redeemed, activated, scheduled or linked to a named candidate; and
• the relevant Training Partner or examination provider permits the change.

The £95 administration fee plus VAT applies to substitutions unless SYSOP agrees to waive it.

12. Cancellation or Rescheduling by SYSOP

SYSOP may cancel, reschedule, relocate or reasonably change a course where necessary because of operational requirements or circumstances beyond our reasonable control.

Where SYSOP cancels a course and cannot provide an alternative date acceptable to the Client, the Client may choose:

• a transfer to another suitable course;
• a credit for the affected service; or
• a refund of the fees paid for the affected service.

For business Clients, SYSOP will not be liable for travel or accommodation costs, loss of earnings, loss of opportunity, or indirect or consequential losses arising from a cancellation, rescheduling, relocation or change of delivery format.

13. In-House Training and Consultancy

All cancellation and rescheduling requests must be submitted in writing. Notice is measured from the date SYSOP receives the request to the confirmed delivery start date.

More than 20 UK Working Days before delivery
£95 administration fee plus VAT and any non-refundable costs already incurred

11-20 UK Working Days before delivery
50% of the Total Charge, plus the £95 administration fee plus VAT and any non-refundable costs already incurred

10 UK Working Days or fewer before delivery
100% of the Total Charge

Where training or consultancy takes place at the Client's premises, the Client must provide a safe and suitable environment, required equipment and relevant site, security and health and safety information.

If delivery is prevented or materially disrupted by the Client, its systems, premises or attendees, SYSOP may treat the affected delivery as completed or agree a new date subject to the charges above.

14. Bespoke Development and Customisation

Where SYSOP undertakes bespoke course development, customised materials, tailored preparation, private lab configuration or other pre-delivery work, SYSOP may charge for work already completed even if the associated course is later cancelled or rescheduled.

Any charge will be reasonable and proportionate to the work undertaken. Non-refundable third-party or subcontractor costs may also be charged.

Unless otherwise agreed in writing, intellectual property in bespoke materials remains owned by SYSOP and/or its licensors.

15. Digital Learning and Third-Party Services

SYSOP may supply or arrange access to digital learning, online platforms, examination services, subscriptions and other third-party products.

Supplier policies may determine:

• access periods;
• cancellation and refund rights;
• transfer rights;
• licence conditions;
• technical requirements; and
• platform availability.

Once digital access, a licence, an examination service or another third-party service has been issued, activated or redeemed, it is generally non-refundable and non-transferable unless the supplier permits otherwise or the law requires otherwise.

Delegates are responsible for activating and using access within the relevant validity period. Failure to use the service does not create a right to a refund or extension.

SYSOP is not responsible for supplier system outages, content changes, certification changes, withdrawal of a product or restrictions imposed by a third party. We will provide reasonable assistance in seeking any remedy made available by the supplier.

16. Service Standards and Complaints

SYSOP will provide services with reasonable skill and care and substantially in accordance with the relevant course specification or quotation.

If the Client believes that SYSOP has not met these standards, the Client should notify us promptly in writing and provide enough information for us to investigate.

Where SYSOP has materially failed to meet its obligations, we may repeat the affected service, provide a suitable replacement or credit, or refund the amount paid for the affected part. This does not limit any legal remedy that cannot be restricted.

17. Consumer Rights and Cancellation

This section applies only where the Client is a Consumer. It will take priority over another section wherever consumer law requires.

The 14-day cancellation period

Where a Consumer books at a distance (for example online, by email or by telephone), they may cancel the contract within 14 days without giving a reason. The cancellation period ends 14 days after the day the contract is made (see section 2).

How to cancel

To cancel, the Consumer must tell SYSOP clearly that they have decided to cancel, by email to or by post to SYSOP Ltd, The Cedars, 250 Broad Lane, Rochdale, OL16 4PU, giving the booking reference if they have it. They may use the model cancellation form at the end of this section, but do not have to. It is enough to send the notice before the cancellation period ends.

Courses that start within the cancellation period

SYSOP will only start a course within the cancellation period if the Consumer expressly asks it to. When a course booked online starts within 14 days, the booking form asks for this request.

If the Consumer cancels after the course has started, SYSOP may charge a proportionate amount for the training provided up to the time the Consumer told SYSOP of the cancellation. Once the course has been completed, the right to cancel ends.

The same applies to a membership such as PeopleCert Plus: SYSOP will only arrange it within the cancellation period at the Consumer's express request, and a Consumer who cancels after it has started may be charged a proportionate amount for the membership already provided. An Official Mock Exam or PeopleCert Take2 bought with a course is treated as part of that course.

e-Learning

SYSOP will only give access to e-Learning within the cancellation period if the Consumer expressly consents and acknowledges that their right to cancel will end once access has been provided. When access is to start within 14 days of an online booking, the booking form asks for this consent. Once access has been provided on that basis, the e-Learning can no longer be cancelled under this section.

Where the Consumer chooses a start date after the cancellation period, they may cancel at any time before the period ends.

Refunds

Where a Consumer cancels within the cancellation period, SYSOP will refund any payment due within 14 days of being told of the cancellation, using the original payment method unless otherwise agreed. No administration fee will be deducted. A proportionate charge under this section may be deducted where a course or membership had already started at the Consumer's request.

After the cancellation period

After the cancellation period ends, the cancellation and transfer terms for the relevant service will apply (sections 10, 11 and 15), subject always to consumer law.

Nothing in these Terms affects a Consumer's statutory right to receive services performed with reasonable care and skill, at a reasonable price where no price was agreed, and within a reasonable time where no time was agreed.

Model cancellation form

A Consumer who wishes to cancel may copy this form, complete it and send it to SYSOP.

To: SYSOP Ltd, The Cedars, 250 Broad Lane, Rochdale, OL16 4PU. Email:

I/We [*] hereby give notice that I/We [*] cancel my/our [*] contract for the supply of the following service:
Ordered on:
Name of consumer(s):
Address of consumer(s):
Signature of consumer(s) (only if this form is notified on paper):
Date:

[*] Delete as appropriate.

18. Confidentiality

SYSOP and the Client will keep confidential information received from the other party confidential and will use it only to provide or receive the services.

This does not apply to information which is already public, was already lawfully known, is independently developed, is lawfully received from another source, or must be disclosed by law.

SYSOP may share necessary confidential information with its staff, professional advisers and Training Partners who are subject to suitable confidentiality obligations.

19. Limitation of Liability

Nothing in these Terms excludes or limits liability for:

• death or personal injury caused by negligence;
• fraud or fraudulent misrepresentation; or
• any other liability which cannot legally be excluded.

Subject to the above, SYSOP's total liability to a business Client arising from a booking will not exceed the total fees paid or payable for the affected services.

SYSOP will not be liable to a business Client for loss of profit, revenue, anticipated savings, business, goodwill, opportunity or data, or for indirect or consequential losses.

SYSOP does not exclude liability to a Consumer for losses which are a foreseeable result of our breach or failure to use reasonable care and skill. We are not responsible for a Consumer's business losses where services were purchased mainly for personal use.

20. Events Beyond Our Control

SYSOP will not be liable for delay or failure caused by events beyond our reasonable control. These may include:

• natural disasters or epidemics;
• industrial disputes or illness;
• internet, telecommunications or utility failures;
• transport disruption or venue closure;
• government restrictions;
• supplier failures;
• examination platform outages; and
• third-party platform failures.

In these circumstances, SYSOP may reschedule, relocate, substitute, defer or change the delivery format of the affected service.

If the affected service cannot be provided for more than 60 days, either party may end that part of the booking by giving written notice. Any refund or credit will take account of services already supplied and lawful non-refundable costs, subject to a Consumer's statutory rights.

21. Data Protection

SYSOP will process personal information in accordance with applicable UK data protection law and our published Privacy Policy.

Delegate information may be shared with Training Partners, examination providers and other suppliers where necessary for:

• course delivery;
• examination administration;
• certification processing;
• digital learning access;
• learner support; and
• fulfilment of the booking.

The Client is responsible for ensuring that information supplied to SYSOP is accurate, has been shared lawfully and that Delegates have been told how their information may be used.

22. Ending or Suspending Services

Either party may end a booking if the other party commits a serious breach and, where the breach can be corrected, fails to correct it within 14 days of receiving written notice.

SYSOP may suspend or end services immediately where the Client:

• fails to pay an undisputed amount when due;
• becomes insolvent or ceases trading;
• uses the services unlawfully; or
• creates a material safety, security or reputational risk.

Ending a booking does not affect rights which have already arisen. The Client remains responsible for services supplied, work completed and non-refundable costs incurred before the booking ended.

23. General

Requests and notices under these Terms must be made in writing and sent to the email or postal address shown in the relevant quotation or booking confirmation, or through the current contact details on the SYSOP website.

An email is treated as received when sent, provided that the sender does not receive a delivery failure notification. An email sent outside normal business hours will be treated as received at 9.00 am on the next UK Working Day.

The Client may not transfer a booking or contract to another organisation without SYSOP's written agreement.

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

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

No person other than SYSOP and the Client has a right to enforce these Terms under the Contracts (Rights of Third Parties) Act 1999.

24. Governing Law

Bookings made by business Clients are governed by the law of England and Wales, and the courts of England and Wales will have exclusive jurisdiction.

Bookings made by Consumers are governed by the law of England and Wales, but Consumers retain any mandatory protections and rights to bring proceedings available under applicable consumer law.