2. Fees 2.1 The fees payable by you for the course comprise the course fee and where applicable the examination fee. 2.2 The course fee is the fee published on the current Fox ITSM Schedule & Rate Card at the date and time of your booking or as otherwise agreed in writing. 2.3 The examination fees published are set by the relevant examination board. These fees are subject to change and Fox ITSM reserves the right to pass any such increase in the fees to you but shall use its reasonable endeavours to provide as much notice to you as is possible of any such increase. 2.4 All fees are quoted exclusive of VAT which shall be chargeable in accordance with prevailing legislation. If you believe you are exempt from VAT, please notify Fox ITSM at the time of making your booking.

3. Payment Terms 3.1 For Private Classroom (Class-Trainer Private) courses and exams, once your booking has been accepted and processed, you will be invoiced for the fees using the information provided on the booking form. Full payment of the invoice is required 30 days from the issue date of the invoice. In the event of non-payment Fox ITSM reserves the right to refuse entry to the course or withhold examination results and Certificates. 3.2 For Public & Virtual Classroom (Class-Trainer Public & Cloud-Trainer Virtual) courses, once your booking has been accepted and processed, you will be invoiced for the fees using the information provided on the booking form. Full payment of the invoice is required prior to course attendance. In the event of non-payment Fox ITSM reserves the right to refuse entry to the course or withhold examination results and Certificates. 3.3 Where invoices are to be settled by a company rather than an individual, your company purchase order reference must appear on the booking form or be supplied with the booking form. 3.4 Where foreign travel is required by Fox ITSM personnel, or where delegates are travelling to South Africa, we reserve the right to demand cleared payment at least 2 weeks before the commencement date of the course before confirming bookings.

4. Joining Instructions 4.1 Joining instructions will be issued to you in advance of the first day of the course. This shall typically be 5-10 days before the first day of the course but may be later if the course is booked at short notice. The joining instructions shall typically include directions to the training venue, course times and details of any pre-course work required. 4.2 Delegates may be required to complete a separate Delegate Registration Form on the start date of each course. 4.3 If you require any further information, please contact the Fox ITSM Training Department via e-mail at info@foxitsm.co.za.

5. Postponements, Cancellations, Substitutions and Non-Attendance 5.1 If you wish to postpone a confirmed training course/workshop we must be notified in writing via e-mail to info@foxitsm.co.za no later than 10 working days prior to the commencement of the course/workshop. We require notification of the postponement and the revised dates of the course/workshop you wish to attend. 5.2 You are only permitted to postpone the training course/workshop once, and the revised date of the course/workshop you wish to attend must be in the same calendar year as the initial booking that was made. 5.3 Notification of postponements after 10 working days prior to the commencement of the course will automatically be charged a 50% postponement fee. 5.4 If you wish to cancel a confirmed training course/workshop we must be notified in writing via e-mail to info@foxitsm.co.za no later than 20 working days prior to the commencement of the course/workshop (as per the consumer protection act). Upon cancellation we will, in line with the consumer protection act, charge a reasonable cancellation penalty which is 50% of the booking (inc VAT). 5.5 Notification of cancellations within 20 working days of the commencement of the course will automatically be charged a 100% cancellation penalty. 5.6 If Fox ITSM is not notified of any postponement or cancellation of a confirmed booking and the delegate does not attend the course/workshop – full settlement of the invoiced amount will be required. 5.7 You may substitute an alternative attendee at any time before the first day of the course, subject to the substitute attendee meeting any course entry requirements. 5.8 Where the course materials have already been sent out it is your responsibility to pass them on to the substitute attendee. Please note that it is important that any advance preparation called for in the joining instructions is accomplished by the substitute attendee.

6. Information you provide to us 6.1 Information you provide to us shall be held on our training systems. Fox ITSM shall not release this information to third parties but may, unless you notify us otherwise, utilise this information in order to send you details of Fox ITSM Products & services that we consider to be of interest/relevance to you. 6.2 Delegates agree to Fox ITSM receiving a copy of their examination results from the Examination Institute.

7. Delivery of the course 7.1 Fox ITSM warrants that the course shall be provided with reasonable skill and care and that the instructors used shall be appropriately skilled, trained and qualified. All other warranties are excluded to the extent that such can be excluded by law. 7.2 Please note that, unless agreed otherwise in writing, the course has not been designed to meet your individual requirements and therefore it is your responsibility to ensure that the course meets your requirements and that you satisfy the course entry requirements, e.g. any pre-requisite qualifications. 7.3 Where it is agreed that it is your responsibility to provide training premises and facilities you shall provide Fox ITSM with reasonable and safe access to such premises and shall ensure that such premises and facilities are appropriate and suitable.

8. Intellectual property rights 8.1 All intellectual property rights in the course materials are vested in, and shall remain at all times vested in, Fox ITSM or its licensors. 8.2 Upon payment of the course fees, you are granted a licence to use the course materials solely for the purpose of receiving and enjoying the course. You may not reproduce the course materials without the prior written consent of Fox ITSM.

9. Alteration to Terms and Conditions 9.1 Fox ITSM may amend these terms and conditions at any time by posting the new version on our web site. Notwithstanding the foregoing, the terms and conditions that apply to your booking shall be those in force at the date and time that your booking is accepted.

CLOUDTRAINER – DIY (Online Courses)

1. Confirmation of Booking 1.1 Once you have completed the booking details and submitted a Booking form to Fox ITSM, you shall receive confirmation from Fox ITSM that your booking has been received, accepted and confirmed. 1.2 Fox ITSM reserves the right to cancel or modify a course or module thereof with respect to timing, location or content at any time prior to the commencement of the course without liability. In this event, you shall be offered the opportunity to either attend an alternative course on an alternative date, or to have a refund or a credit note to the value of the fees you have paid for the relevant course.

2. Payment Terms 2.1 Once your booking has been accepted, you will be invoiced for the fees using the information provided on the booking form. 2.2 Where invoices are to be settled by a company rather than an individual, your company purchase order reference must appear on the booking form. 2.3 Payment of the course/s and/or exam fees must be received prior to activation of applicable course/s or exam/s.

3. Fees 3.1 The fees payable by you for the course comprise the course fee and where applicable the examination fee. 3.2 The course fee is the fee published on the current Fox ITSM Schedule & Rate Card at the date and time of your booking or as otherwise agreed in writing. 3.3 The examination fees published are set by the relevant examination board. These fees are subject to change and Fox ITSM reserves the right to pass any such increase in the fees to you but shall use its reasonable endeavours to provide as much notice to you as is possible of any such increase. 3.4 All fees are quoted exclusive of VAT which shall be chargeable in accordance with prevailing legislation. If you believe you are exempt from VAT, please notify Fox ITSM at the time of making your booking.

4. Course Access 4.1 CLOUDTRAINER DIY courses can only be accessed upon completion of full payment of invoiced fees. You can purchase a single license or multiple licenses for specific course(s).

5. Course Completion Timeframe: 5.1 Your license for each course you have purchased is activated when you log into the course for the first time. Upon initial access, you will have the contracted number of days to complete the entire course. 5.2 Your user profile tracks your progress and number of days available for course completion. When the duration of an individual course completes, the course license will automatically expire. Extensions of individual durations are allowed only as described under the Course Extension item, described below.

6. Course Extension: 6.1 Course extensions will be granted upon a written extension request provided by the license holder. Requests must be e-mailed to info@foxitsm.co.za Extensions are granted only under the following conditions:

• Extension request is made within and up to five (5) days following the elapse of the course completion timeframe.
• Request must be accompanied with a substantiated statement detailing the reasons for the extension request.
• Reasons for extension request can be technical (problems in accessing the course) or nontechnical (medical condition). Lengthy business travel will not be considered a valid reason for an extension request.
• In no case will a course be extended beyond fifteen (15) days without the purchase of a renewed license.
• Acceptance of an extension request is solely at the discretion of Fox ITSM and may incur an additional fee.

7. Course Extension: 7.1 When registering Fox ITSM CLOUDTRAINER courses, you will be granted a unique and personal Username and Password, which will allow you to access the courses and reference materials. You accept that your personal Username and Password are for your use only and agree to the following:

• You are responsible for keeping your username and password information confidential, and for any irregularity that might occur from passing on your personal information to third parties.
• You accept that only you, without any other support, will supply the input in your training. If you fail to successfully complete a course within the specified time frame, you may renew your license; additional course fees will be applied.
• You cannot redistribute any material contained within this site. Each on-line course, module and reference material is licensed only for your personal and individual use.

7.2 Fox ITSM reserves the right to suspend or terminate your access at any time, without refund of payments, on the presumption or belief of any irregularity regarding your account.

8. Cancellation and Refund Policy: 8.1 Cancellation and refund of purchase are only possible under the following conditions:

• In case of technical problems that cannot be resolved within 10 days of reporting of incident and creation of incident ticket.
• Written notice of cancellation is made within 5 days of initial course enablement by Fox ITSM operations. Requests must be e-mailed to: info@foxitsm.co.za

8.2 In case of appropriate cancellation and refund request, we will provide you with a refund or an option for an exchange of a course of equal or greater values. Refunds will be prorated, based on the amount of the course accessed. In case of a refund, refunds will be made in the same method and details as was purchased. If you have purchased a discounted value bundle, the refund will be based on value bundle price minus the published retail price for the individual programs consumed.

9. Copyright: 9.1 Copyright in the website and all its contents, including on-line courses, its design, text and graphics and their selection and arrangement, is owned by itSM WebSolutions. You are allowed to download and print content from the website for your personal, non-commercial use only. You agree not to reproduce, retransmit, broadcast in any media, post on any network computer, duplicate, copy, commercial exploit or transfer this website or its contents without prior written permission. Violation will lead to termination of account and prosecution.