Terms and Conditions

Definitions

“ITonlinelearning”, “we”, “us”, “our” – Refers to ITonlinelearning Ltd., the training provider offering online courses, support services, and career development resources.

“Student”, “you”, “your” – The individual enrolling in or accessing any services or materials provided by ITonlinelearning.

“Agreement” / “Contract” – The binding agreement formed between you and ITonlinelearning upon enrolment.

“Course” / “Programme” – Any educational or training offering provided by ITonlinelearning, including access to digital content, exams, coaching, or recruitment support.

“Digital Content” – Electronic resources made available as part of your course, including videos, documents, study guides, practice assessments, and downloadable files.

“Portal” / “Learning Platform” – The secure online environment used to deliver training materials, track progress, and communicate with tutors.

“Tutor”, “Study Coach”, “Mentor” – Academic or career advisors assigned to guide your progress, answer questions, and offer tailored support.

“Access Period” – The standard or extended period during which you can access your course and support services (typically 12 months).

“Finance Agreement” – A financial arrangement made with a third-party credit provider or with ITonlinelearning for paying course fees in instalments.

“Cooling-Off Period” – A 14-day statutory window from the point of sale during which you may cancel your course if no digital content has been accessed.

“Job Guarantee” – A conditional assurance that we will support your employment journey post-course, subject to full compliance with all eligibility criteria.

“Exam Voucher” – A unique code provided to register for a certification exam, valid for a limited period.

“Support Services” – Tutor guidance, administrative help, career coaching, and related services included in your course.

“Misuse” – Abuse, exploitation, or breach of acceptable usage limits across services, platforms, or personnel.

“Force Majeure” – Circumstances outside ITonlinelearning’s control which may impact service delivery (e.g. natural disasters, system outages).

“Website” – Refers to www.itonlinelearning.com.

Course Delivery and Access

• Once your enrolment has been confirmed, either through full payment or via an approved finance agreement, you will receive your welcome email and login credentials to access our secure online learning platform within 48 working hours depending on the programme you have enrolled in (CMI 5–7 working days).
• Your access to the Portal and all associated digital content is granted under a limited, revocable, non-exclusive, and non-transferable licence for personal, non-commercial educational use for the duration of your access period (typically 3 months unless otherwise stated in your invoice).
• Your course materials may include on-demand video content, workbooks, study guides, practice assessments, downloadable files, and interactive tools.
• Tutor and mentor support is included in eligible programmes. Expect contact within 3–5 working days from enrolment; a welcome call or email typically follows within 48–72 hours with your tutors’ and study coaches’ details.
• Access to exam booking, recruitment support, and study coaching (where included) may be subject to conditions such as tutor sign-off or minimum completion thresholds.
• Sharing login credentials, reproducing or redistributing course content, or granting access to third parties is prohibited and may result in immediate termination of access without notice or refund; outstanding amounts may become due and legal action may follow.
• You are responsible for securing your login credentials and notifying ITonlinelearning immediately if you suspect compromise.
• We may modify or update course materials to reflect current industry standards or examination frameworks without reducing programme value or learning outcomes.

Enrolment and Acceptance

• Enrolment is confirmed upon receipt of full payment or confirmation of an approved finance agreement and our formal confirmation email.
• Enrolment grants access to the programme outlined in your course package, subject to these Terms.
• All information submitted must be accurate and up to date. We may decline or cancel enrolment, without refund, for false/misleading information, misuse, policy breaches, or abuse toward staff.
• Enrolment is personal and non-transferable.
• Enrolment may be refused or revoked for non-payment, fraud, suspected data breaches, or behaviour in violation of our Code of Conduct or these Terms.

Payment and Finance

• Course fees are payable in full at enrolment or via an approved instalment arrangement (e.g., Premium Credit Ltd or an ITonlinelearning plan).
• Finance agreements are separate from course delivery. You remain responsible for all payments regardless of participation or completion.
• Cancellation/default of finance does not withdraw you from the course; access/support may be restricted for missed payments.
• You must understand the credit agreement before signing; failure to meet obligations may incur charges, legal action, and credit impact.
• Overdue balances may be referred to external collection agencies.
• No certification, exam booking, job support, or final documentation will be released until fees are paid in full.

Course Access and Duration

• Access is typically granted within 48 working hours of enrolment confirmation (CMI takes longer) once payment or finance approval is complete.
• Unless otherwise stated, standard access is 3 months, including digital content, tutor/mentor support, study resources, and (where applicable) recruitment/exam services.
• Time management is your responsibility; extensions may be available at our discretion and may incur a fee.
• Access is non-transferable and linked to your login credentials.
• If access expires before completion, request an extension to continue.
• Access may be restricted or revoked for misconduct, Terms violations, or non-payment.

Cancellation and Digital Content Policy

• You may cancel within 14 days from purchase provided no digital content has been accessed (including logging in, viewing/streaming, downloading, or starting any module).
• If you access any part of the course within 14 days, you waive the right to cancel under UK digital content legislation.
• If cancelling within 14 days without access, a 10% administration fee of the sale value is retained.
• If funded via a finance provider (e.g., Premium Credit Ltd), cancelling finance does not cancel training; notify ITonlinelearning in writing within 14 days to cancel.
• After the cooling-off period, or once content is accessed, no cancellations, transfers, or refunds are permitted unless content is defective or inaccessible.
• All digital content is licensed strictly for individual, non-commercial use.
• Course licences activate on first access and cannot be paused, suspended, extended, or reassigned unless we agree in writing.

Need help? Cancellations: [email protected]. General support: [email protected].

Course Extensions and Renewals

• Career/job programmes are typically 12 months unless otherwise stated; single course programmes are often 3 months.
• Extensions may be granted at our discretion and may carry an administration or reactivation fee unless explicitly waived in writing.
• Requests must be submitted in writing prior to expiry; assessment is case-by-case.
• Renewals/extensions may carry a new 14-day cooling-off period if no digital content has been accessed since renewal.
• All terms (including digital content restrictions, support availability, exam eligibility) apply during extensions.

Tutor and Support Services

Every student is assigned a dedicated tutor and study coach. Support may include email help, scheduled calls, progress check-ins, exam planning and readiness reviews, and (where included) CV/interview coaching.

Our model is on-demand: students proactively contact their tutor/coach as needed.

Support Hours

Monday–Friday, 8:30am–5:30pm (excluding bank holidays). We aim to respond within 48 working hours.

Code of Conduct

Support may be restricted or suspended in cases of misuse, abusive language, or Terms violations.

Examinations and Certifications

• Where exams are included, complete relevant training and mocks before official exams.
• Exam vouchers have expiry dates; late booking may forfeit the voucher without refund.
• Rescheduling/failing/missing exams may incur additional charges (including paying the full exam fee).
• ITonlinelearning is not liable for exam failures for any reason (e.g., system/internet issues, lack of prep).
• We act as an ATO; complaints about exam experiences must be raised with the awarding body (contact details available on request).

Money-Back / Job Guarantee

Some programmes include a Job Guarantee or Money-Back Guarantee, conditional on the Terms of Learning provided upon enrolment.

Eligibility (summary)

• Complete 100% of course content, required modules, exams, and assessments within specified timeframes.
• Pass all included certification exams at first attempt.
• Maintain regular contact with your Recruitment Advisor, submit weekly updates, and attend scheduled calls.
• Actively engage in job seeking per advice, including applying to suitable roles and participating in interview prep.
• Reside in the UK with legal right to work for at least three years from enrolment and demonstrate English fluency.
• Maintain professional, responsive conduct throughout.

Failure to meet any condition forfeits eligibility. Refunds (if approved) exclude completed exam costs, extension fees, admin costs, or external charges. Only available on eligible programmes as advertised.

Complaints Policy

Raise concerns with your tutor, study coach, or support team as early as possible. If unresolved, email [email protected] including your name, summary of the issue, prior communication, and desired outcome.

• Acknowledgement within 3 working days.
• Reviewed by a senior team member; timelines communicated based on complexity.
• Target formal resolution within 8 working weeks (complex cases may take longer).

If not satisfied: finance disputes may be escalated to the Financial Ombudsman Service; data privacy complaints to the ICO.

GDPR and Data Protection

We process personal data in compliance with UK GDPR and the Data Protection Act 2018 for enrolment, communication, assessments/exam booking, support/recruitment guidance, and legal compliance/auditing.

We retain data only as necessary and may share limited data with accreditation bodies (e.g., CompTIA, PeopleCert), finance providers (e.g., Premium Credit Ltd), and IT service providers.

Your Rights

• Access, rectification, deletion (subject to legal exemptions), restriction/object to processing, and the right to lodge a complaint with the ICO.

Testimonials and Success Stories

Video testimonials or photos (for job placements) are strictly optional and require explicit written consent before use.

Data requests: email [email protected] with subject “Data Protection Request”.

Limitation of Liability

• No liability for indirect, special, or consequential losses; loss of opportunity/business/income/employment; or exam/job outcomes (unless under a valid job guarantee and you meet all criteria).
• Maximum liability is capped at the total fees paid for the relevant course package.
• No responsibility for interruptions/delays caused by force majeure, third-party failures, or your equipment/connectivity/browser.

Updates to Syllabi and Accreditation Standards

• Awarding bodies may update syllabi or exam formats. We will inform students of material changes; choosing to wait for new syllabi is at the student’s discretion.
• We are not liable for delays/transitions/withdrawals caused by awarding body updates; students opting to transition may be liable for additional costs.
• We do not absorb fee increases from awarding bodies.
• Students are encouraged to continue with the current course structure to avoid delays or extra costs.

Changes to Terms

We may update these Terms at any time to reflect legal changes, policy updates, or service improvements. Updates will be posted on our website with an effective date. Continued use after publication constitutes acceptance. Significant updates may be emailed to active students (unless you have blocked/unsubscribed, in which case we cannot be responsible for missed notices).

Governing Law and Jurisdiction

These Terms (including non-contractual disputes) are governed by the laws of England and Wales. The parties submit to the exclusive jurisdiction of the courts of England and Wales.

Website, Accessibility and Technical Requirements

• Use a stable internet connection and a modern browser (Chrome, Firefox, or Microsoft Edge recommended).
• Ensure your devices meet technical requirements for all course components.
• Contact us about accessibility needs and we will assist where we can.
• Occasional maintenance may cause temporary disruption; we aim to communicate in advance.

Support Hub: https://www.itonlinelearning.com/our-support

General support: [email protected] | Cancellations: [email protected] | Complaints: [email protected] | Website: www.itonlinelearning.com

Exam Policy

Policy Objective

To ensure transparency and uphold examination integrity across partners (PeopleCert, APMG International, CompTIA, BCS, Microsoft, AWS, Oracle, Cisco, and DMI).

Scope & Definitions

“Exam” refers to any formal certification exam delivered online or in person via an authorised test platform/centre. “Exam Provider” is the official body/proctoring service for delivery, scheduling, and supervision.

Privacy Statement

Exam data processing complies with UK GDPR, including ID verification, audio/video capture, location/IP checks, and system scans. Each provider has its own privacy terms to be accepted upon booking.

General Exam Rules and Responsibilities

• Check system requirements and run compatibility tests before the exam.
• Enter the exam portal 15–30 minutes early (unless otherwise instructed).
• Present valid photo ID on camera; no unauthorised materials permitted.
• Disruptions, ignoring proctor instructions, or cheating may result in disqualification/bans.

Reasonable Adjustments

Adjustments may include extra time, rest breaks, readers/scribes/interpreters, assistive tech, or modified materials. Submit requests at least 14 working days before the exam with supporting evidence.

Specific Exam Provider Policies

PeopleCert (ITIL®, PRINCE2®)

• Exams via ExamShield/WBED; multiple-choice (some open book); 60–150 minutes; pass marks ~60–65%.
• Requirements: valid ID, quiet well-lit environment, webcam/mic, room scan; door visible and closed.
• Accessibility on request (10+ days before exam).

APMG International

• Proctored via ProctorU Live+ (or in-person); 40–150 minutes; pass marks 50–65%.
• Requirements: lockdown tools, webcam/mic, stable internet; login 30 minutes before, ID verification, room scan.

Association for Project Management (APM)

• PFQ: multiple choice (60 min, pass 60%). PMQ: written answers (180 min); variable pass mark with remarking near borderline.
• Platform: Surpass. Requirements: ID, webcam/mic, clear space; PMQ may have additional resources as communicated.
• Reasonable adjustments available; apply at least 12 working days before the exam.

CompTIA

• Vendor-neutral certifications via Pearson VUE; multiple-choice + performance-based; 90–165 minutes; pass 675–750/900.
• System test, webcam/mic, room scan; no unauthorised materials/devices.

BCS, The Chartered Institute for IT

• Multiple-choice or written short answer; typically 90–120 minutes; pass ~65%.
• Remote invigilation or test centre; ID, stable internet, webcam/mic, distraction-free room.
• Comprehensive adjustments available with evidence.

Microsoft

• Pearson VUE; multiple choice, case studies, simulations; ~120 minutes; pass 700/1000.

AWS (Amazon Web Services)

• Pearson VUE or PSI; 90–180 minutes; pass ~70%; ID, webcam/mic, secure setup required.

DMI – Digital Marketing Institute

• Online via ProctorU; 60–120 minutes; pass 60–70%; secure browser and ID verification required.

Students must read exam-specific guidance on the booking platform and complete technical checks. Accessibility needs should be communicated to ITonlinelearning and the exam body at least 10 working days prior to the intended date.

Further guidance: https://www.itonlinelearning.com/exam-requirements/

Recruitment Support

Policy Objective & Scope

To assist eligible students post-training with structured recruitment support and coaching (not a placement service). Applies to students who purchased CV review and recruitment support, who have completed training/exams and meet eligibility in the Terms of Learning and recruitment agreement.

Support Includes

• Professionally crafted CVs; LinkedIn optimisation coaching; market insights; interview prep/mock interviews; personalised coaching; access to resources.

Process Overview

1. Onboarding Call after completing course requirements; provide CV, certifications, and documents.
2. CV Development within 10 working days of the introduction call.
3. LinkedIn Setup guidance during CV development.
4. Follow-Up Call 1–2 days after CV delivery to review and finalise; check LinkedIn progress.
5. Application Period self-applications for two weeks; track using our spreadsheet.
6. Coaching Call after two spreadsheet submissions to analyse and refine your strategy.
7. Ongoing Support fortnightly check-ins and role suggestions for up to 12 months from the first recruitment call or until job offer.

Candidate Responsibilities

• Send weekly application spreadsheet every Friday; inform advisors of interviews; request interview prep with 3 working days’ notice; maintain professional communication; notify on job offer or if pausing support.

Exclusions & Limitations

• We do not apply to jobs on your behalf (GDPR).
• No visa sponsorship.
• Job guarantee eligibility requires UK residence/right to work for 3 years from enrolment and flexibility on role type/location.

Loss of Guarantee May Occur If

• Weekly spreadsheets not sent; communication breaks; unreasonable rejection of offers; failed DBS where applicable; or attempting support after starting full-time employment.

Duration of support: 12 months from recruitment onboarding call (earlier if job offer secured).

Enrolment Period & Extensions

Policy Objective & Scope

Clarifies course access duration and structured approach for renewals/extensions for self-funded or financed students.

Submitting an Extension Request

• Email [email protected] before your access expires; late submissions may require full renewal.
• We will respond within 5 working days.

Length of Extension

• Standard extensions up to 3, 6, or 12 months (longer by management approval). Renewals may alter access to guarantee/recruitment services depending on original terms.

Qualifying Circumstances

• Medical issues, bereavement, approved accessibility needs, documented technical issues, exam retake delays outside your control.

Non-Qualifying Circumstances

• General workload/time management, failure to seek help, not booking exams, lack of awareness of expiry, employment/relocation changes (may be eligible for paid renewal).

Eligibility

• No overdue balances; progress history may be reviewed; no abuse of policy; finance obligations (e.g., Premium Credit) continue regardless of access status.

Extensions do not reactivate lapsed guarantees. For assistance: [email protected] | +44 (0)1795 436969

Complaints Policy (Extended)

Objective, Scope & Definition

Provides a fair, consistent, transparent process for resolving complaints from students or stakeholders.

Privacy

Complaints are handled confidentially under UK GDPR.

Procedure

1. Informal: resolve at first contact with frontline staff/tutors where possible.
2. Formal: email [email protected] with subject “Formal Complaint”. Include name, description, dates, evidence. You’ll receive an acknowledgement within 3 working days, a reference number, investigation by a senior manager/Compliance Officer, and a written decision within 8 weeks unless otherwise communicated.
3. Appeals: request secondary review within 14 days; for finance/legal consumer rights issues, escalate to the Financial Ombudsman Service; for data processing, contact the ICO.

Continuous Improvement

Complaints are logged and analysed to improve policies, training, communication, platform resources, and services.

Contact: [email protected] | +44 (0)1795 436969

Change of Circumstances

Objective & Scope

Support for students experiencing significant life changes affecting training.

Eligibility & Procedure

• Active or recently completed (within 3 months); no unresolved breaches/defaults; demonstrate engagement; provide supporting documentation.
• Email [email protected] with “Change of Circumstances Request”, explanation, and evidence. Acknowledge in 3 working days; resolution in 5–7 working days (pause, extension, reduced-cost renewal, or check-ins).

Finance obligations remain unless negotiated with the lender; guarantees may not be extended via this policy.

Compliance: Consumer Rights Act 2015; Consumer Contracts Regulations 2013; Equality Act 2010; UK GDPR & DPA 2018.

Student Code Of Conduct

Sets behaviour standards to maintain a respectful, inclusive, self-directed learning environment.

Your Programme Includes

• Platform access, tutor/study coach support, official exam vouchers (where applicable), recruitment support & job guidance, CV & LinkedIn services, a 3–12 month learning window, labs/study manuals/practice assessments.

Agreement & Enrolment

• By enrolling, you enter a binding contract covering services at point of sale, durations, financial commitments, and lawful use of digital content.
• Enrolment confirmed on payment/finance approval; welcome email, credentials, and support details within 5–7 working days.

Your Obligations & Engagement

• Own your learning schedule; proactively contact tutors/support; keep appointments or provide 24–48 hours’ notice; maintain respectful conduct; follow guidance needed for exam clearance; avoid plagiarism/cheating/unauthorised sharing.
• Manage progress with goals, tutor support, regular tracking, scheduled reviews, and timely completion.

Time Management & Communication

• Use learning plans and templates; plan for exam prep and check-ins; communicate Mon–Fri 8:30am–5:30pm via phone/email/Teams; report issues early; typical email turnaround ~1 working day (department dependent).
• Notify us of contact detail changes or study interruptions.

Technical Readiness

• Stable internet; up-to-date laptop/PC; quiet space for exams/calls; functional webcam and mic.

Compliance & Materials

• Adhere to policies on delivery/support, exams/resits, refunds/digital content, communication/equality/anti-bullying.
• All digital content is for personal use; do not share credentials/materials; session recordings are not permitted unless expressly allowed by the tutor.
• Payments per agreement; cancelling finance does not cancel enrolment; unpaid balances block exams/certifications/job support.
• All materials/platforms remain property of ITonlinelearning or partners; external use prohibited; breaches may lead to action.
• Academic integrity is required; violations may result in access loss without refund.
• We maintain a discrimination-free environment; harassment/hate speech/abuse may lead to investigation and action.

Questions: [email protected]