Terms & Conditions of Supply

Terms & Conditions of Supply

Last updated: March 8th, 2023.

Bespoke Training Solutions – Terms and Conditions of Supply

https://www.bespoketrainingsolutions.com and https://online.bespoketrainingsolutions.com (“site”) are owned and operated by Bespoke Training Solutions Ltd (“we” or “us”). We are registered in England and Wales under company number 05064692 at the registered address The Mews, Little Brunswick Street, Huddersfield, HD1 5JL. Our VAT registration number is 845 0377 25.

To contact us, please email enquiries@bespoketrainingsolutions.com

By using our site you accept these terms

Please read these terms and conditions carefully before placing an order for products or services on this site. By placing an order, you agree to be bound by these terms and conditions.

We use your personal data as set out in our Privacy Notice

Registration and other information provided by you is subject to our Privacy Policy and shall only be used in accordance with it. For more information, please go to our Privacy Policy:

How you may use material on our site and products

Images of products on this site are for illustrative purposes only.

We are the owner or the licensee of all intellectual property rights in our site, the material published on it and the material in our products. Those works are protected by copyright laws and treaties around the world. All such rights are reserved.

You may not copy, summarise or reproduce in any format (including on another website) any part of our site or products (including content, images, designs, look and feel) without our prior written consent.

You must not use any part of the materials on our site or products for commercial purposes without a licence to do so from us or our licensors. Our materials must not be copied, shared, or sold without express permission from us. Sale and/or transfer, via electronic transfer, hard copy, web auctions or social media platforms is strictly prohibited.

If, in our opinion, you are in breach of these terms, your right to use our site and products will cease immediately and you must, at our option, return or destroy any copies of the materials you have made.

How you may use our site and products

All products are purchased solely for the personal use of a specific, named person in preparation for the specified exams. The products are supplied to the original named person only and may not be transferred or made available to others.

You may not email, lend, hire or give any products to individuals other than the original named person for either commercial or non-commercial use.

You may not sell the products to individuals or companies for either commercial or non-commercial use.

Where products are accessed using an account on our website or app, the account is solely for your own use and you must not transfer it or make it available to anyone else. You must treat as confidential any user identification code, password or other security feature in relation to our site. You must not disclose it or give account access to any third party. If, in our opinion, you aren’t complying with these terms of use, we have the right to disable any such code, password or feature at any time.

We have the right to disable any user identification code or password, whether chosen by you or allocated by us, at any time, if in our reasonable opinion you have failed to comply with any of the provisions of these terms of use.

If you know or suspect that anyone other than you knows your user identification code or password, you must promptly notify us at enquiries@bespoketrainingsolutions.com.

You are responsible for ensuring that all persons who access our site through your internet connection are aware of these terms of use and other applicable terms and conditions, and that they comply with them.

Should any illegal use of any materials be discovered, legal actions may be instigated against you.

The products and services could include inaccuracies or typographical errors and is in no way intended to be an official representation of the Chartered Insurance Institute™ examinations. The Chartered Insurance Institute™ does not review or warrant the accuracy of any products offered by us. We may make improvements and/or changes to products and services at any time without notice.

We accept no liability for failure in any exams. For the avoidance of any doubt, we do not offer any kind of exam pass guarantee.

How to buy our products

All orders shall be deemed to be an offer by you to purchase goods or services pursuant to these Terms and Conditions and are subject to acceptance by us. We may choose not to accept an order for any reason.

We only accept orders when we’ve checked them

We contact you to confirm we’ve received your order and we accept it when we dispatch or supply the product to you.

When placing an order electronically via the site, the technical steps you need to take to complete the order process are given. By submitting an electronic order you are making an offer to purchase products which, if accepted by us, will result in a legally binding contract.

We charge you when you order

We charge you when you place your order. If your product is goods (rather than digital content or services), you will own it once we have received payment in full.

In the unlikely event that we do not accept or cannot fulfil your order for any reason, we will explain why in writing.  No payment will be taken under normal circumstances.  If we have taken payment any such sums will be refunded to you as soon as possible and in any event within 14 days.

Your legal right to change your mind

You have a legal right to a “cooling-off” period within which you can change your mind about your purchase and get a refund of what you paid for it. This period begins once your order is complete.  You may also cancel for any reason before we accept the order.

When you can’t change your mind

You can’t change your mind about an order for:

  • digital products, after you have started to download or stream these;
  • services, once these have been completed;
  • goods which become mixed inseparably with other items after their delivery.


The deadline for changing your mind

If you change your mind about a product you must let us know no later than 14 days after:

  • the day we deliver your product, if it is goods, for example a study guide. If the goods are split into several deliveries over different days, the period runs from the day after the last delivery.
  • the day we confirm we have accepted your order, if it is for a service, for example a workshop. You may cancel your order for a workshop booking at any time up to seven days prior to the workshop date. If attendance is cancelled after this point and a replacement candidate cannot be found, costs will not be refunded. If we cancel the workshop, the workshop price will be refunded in full.
  • the day we confirm we have accepted your order, if it is for digital content (for example, content on our site), although you can’t change your mind about digital content once we have started providing it.


How to let us know

To let us know you want to change your mind, contact us by email at enquiries@bespoketrainingsolutions.com.

Paying for products

The price of the products shall be that stipulated on our website. The price is exclusive of VAT unless otherwise stated. If the VAT rate changes between your order being placed and us taking payment, the amount of VAT payable will be automatically adjusted when taking payment. Where applicable, the price excludes delivery charges.

The total purchase price, including VAT and delivery charges, if any, will be displayed in your shopping cart prior to confirming the order.

We make all reasonable efforts to ensure that all prices shown on our website are correct at the time of going online.  We reserve the right to change prices and to add, alter, or remove special offers from time to time and as necessary.  Changes in price will not affect any order that you have already placed (however please note the paragraph above regarding VAT).

In the event that the price of products you have ordered changes between your order being placed and our processing that order and taking payment, you will be charged the price shown on our website at the time of placing the order.

After the order is received we shall confirm by email the details, description and price for the products.

Payment of the price including VAT and delivery charges, if applicable, must be made in full before dispatch or commencement of any products or, if we agree to credit terms, within the terms of the invoice.

Where applicable, if any payment is not paid on time or any payment is rejected or refused, the amount owing will be treated as overdue and we will be entitled immediately to cease or suspend the provision of any product until payment has been received.

Where applicable, we shall be entitled to charge interest on overdue invoices from the date when payment becomes due from day to day until the date of payment at a rate of 8% per annum above the base rate of the Bank of England from time to time in force.

We can change prices and products

We may periodically update prices on our website, which cannot be guaranteed for any period of time. We shall make every effort to ensure prices are correct at the point at which you place an order.

We may withdraw any products from our website at any time.

We shall not be liable to anyone for withdrawing any products from our website or for refusing to process an order.

Delivering products to you

Digital products will be sent electronically to the email address specified in your order.

Orders placed for physical products before 2pm Monday – Friday are processed and dispatched the same working day. Physical products will be sent to the address specified in your order. Delivery is by local courier and is usually within two working days of dispatch. Delivery times may vary depending on the destination address.

Returns and refunds

If your product is goods, for example, a study guide, you have to return it to us within 14 days of your telling us you have changed your mind. Returns are at your own cost. You can send the product back to us and must clearly show the order number on the package. If you do this you should keep a receipt or other evidence from the delivery service that proves you have sent it and when you sent it. If you don’t do this and we don’t receive the goods at all or within a reasonable time we won’t refund you the price. To arrange a return, please contact enquiries@bespoketrainingsolutions.com. A return address will be provided upon receipt of the request.

You have to pay for services you received before you change your mind

If you bought a service (such as a workshop) we don’t refund you for the time you were receiving it before you told us you’d changed your mind.

If your product is digital content, such as an e-Learning module, we don’t refund you once you have started using the product.

We reduce your refund if you have used or damaged a product

If you handle the product in a way which would not be acceptable to resell, we reduce your refund, to compensate us for its reduced value. In some cases, because of the way you have treated the product, no refund may be due.

If you bought a combined product, such as a workshop that includes an e-Learning module as part of the package, we reduce your refund by the cost of the e-Learning module once you have started using it.

When and how we refund you

If your product is a service, digital content or goods that haven’t been delivered, we refund you as soon as possible and within 14 days of you telling us you’ve changed your mind. If your product is goods that you’re sending back to us, we refund you within 14 days of receiving them back from you (or receiving evidence you’ve sent them to us). We refund you by the method you used for payment. We don’t charge a fee for the refund.

Help with returns

Questions to return physical goods should be made to enquiries@bespoketrainingsolutions.com. A return address will be provided upon receipt of the request.


You have rights if there is something wrong with your product

You shall inspect the goods immediately upon receipt and shall notify we by email at enquiries@bespoketrainingsolutions.com within seven working days of delivery if the products are damaged or do not comply with any of these terms. If you fail to do so you shall be deemed to have accepted the products.

Where a claim of defect or damage is made, you shall be entitled to a replacement or a full refund (including delivery costs) plus any return postal charges if applicable.

If you think there is something wrong with your product, you must contact us at enquiries@bespoketrainingsolutions.com. We honour our legal duty to provide you with products that are as described to you on our website and that meet all the requirements imposed by law.

We don’t compensate you for all losses caused by us or our products

We’re responsible for losses you suffer caused by us breaking this contract unless the loss is:

  • It was not obvious that it would happen and nothing you said to us before we accepted your order meant we should have expected it (so, in the law, the loss was unforeseeable).
  • Caused by a delaying event outside our control. As long as we have taken the steps set out in the section We’re not responsible for delays outside our control.
  • Something you could have avoided by taking reasonable action. For example, damage to your own digital content or device, which was caused by digital content we supplied and which you could have avoided by following our advice to apply a free update or by correctly following the installation instructions or having the minimum system requirements advised by us.
  • A business loss. It relates to your use of a product for the purposes of your trade, business, craft or profession.


How long you can access digital content

Digital goods are sold with an access duration of 120 days from the date of purchase unless otherwise stated. Full details can be found on the relevant product pages at the point of sale. Access to digital goods will end 120 days after the purchase date. Access periods can only be extended at our discretion..

Free samples of digital goods are made available at our discretion. We reserve the right to remove access to free samples at any time without notice.

We provide technical support

You have access to an email-based help desk support system. All requests for technical support should be submitted to [enquiries@bespoketrainingsolutions.com]. Upon receipt of notification of a problem with the service, we will investigate the problem and provide you with a time estimate for resolution.

Our service levels are determined by the severity outlined below:

Severity level

What this includes

Service level

1 – High

The system is down or unavailable to end-users.

Request received and actioned the same day (Mon – Fri, 8am – 5pm)

2 – Medium

Minor bugs or requests that are affecting performance or functionality.

Request received and actioned within 1-2 days (Mon – Fri, 8am – 5pm)

3 – Low

General Help and Support


Request received and actioned within 2 days (Mon – Fri, 8am – 5pm)

All support requests must go through our email-based help desk system so we can monitor the progress of the request, improve the communication, and meet our promised standards as set out above.

Buyers can call us directly on 01748 822777, however we may still ask that a request be raised via email so we can monitor our standards as set out above.

We’re not responsible for delays outside our control

If our supply of your product is delayed by an event outside our control, we contact you as soon as possible to let you know and do what we can to reduce the delay. As long as we do this, we won’t compensate you for the delay, but if the delay is likely to be substantial you can contact our Customer Service Team [enquiries@bespoketrainingsolutions.com] to end the contract and receive a refund for any products you have paid for in advance, but not received.

We can change these terms

We can modify, add, or remove any or all of these Terms and Conditions at any time and each such change shall be effective immediately upon posting. This right shall not affect the existing Terms and Conditions accepted by you upon making a purchase.

Please check these terms and conditions periodically for changes and before every purchase.

If the revised Terms and Conditions apply to your order, we will notify you of the changes. If you intend to cancel your order with us upon such changes, you may cancel either in respect of all the affected products or just the products you are yet to receive. If you opt to cancel, you shall return (at our cost) relevant products you have already received and we will refund the price you have paid, including any delivery charges.

How to submit a complaint

Our Customer Support Team [enquiries@bespoketrainingsolutions.com] will do their best to resolve any problems you have with us or our products.

We will reply to all complaints promptly and will aim to provide a full response within seven working days of receipt. Where further investigation is required, we will indicate a timescale by which a full response will be provided.

You have several options for resolving disputes with us.

Which laws apply to any disputes

These terms of use, their subject matter and their formation, are governed by English law. You and we both agree that the courts of England and Wales will have exclusive jurisdiction except that if you are a resident of Northern Ireland you may also bring proceedings in Northern Ireland, and if you are resident of Scotland, you may also bring proceedings in Scotland.

Nobody else has any rights under this contract

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

If a court invalidates some of this contract, the rest of it will still apply

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

Even if we delay in enforcing this contract, we can still enforce it later

We might not immediately chase you for not doing something (like paying) or for doing something you’re not allowed to, but that doesn’t mean we can’t do it later.