Terms


Training and Consultancy terms and conditions

TERMS AND CONDITIONS OF FACILITATION TRAINING BY THE CENTRE OF SIGN SIGHT SOUND 

1. Definitions and General Terms

In these Terms and Conditions the words ‘Centre of Sign Sight Sound’ ‘COS’ ‘we’ ‘us’ ‘our’ and ‘ours’ refer to Centre of Sign Sight Sound, a UK registered charity. The words ‘booker, ‘individual’, ’client’ and ‘customer’ refer to the party who commissioned and/or funded the work and any person or organisation acting on their behalf.

These Terms and Conditions apply to all training and consultancy(training) by COS.

2.COS In-House Training

Fees. Organisations are requested to pay the fee within 28 days of the date of the invoice.

Cancellations/Refunds. Cancellations of in-house training courses are subject to a 40% administration fee where the cancellation is made more than one calendar month before the date of the training course. No refund is payable for a cancellation made within the calendar month immediately prior to the training course in this event the full sum shown on the invoice remains payable.

Discounts. Any discounts applied to any booked is based on the circumstances of any agreements made as part of a quote or booking with COS and may not be used in conjunction with any other discount or offer.

Late Payment. COS reserves the right to charge late payment interest on any outstanding invoice at the rate of 5% above the base rate of the Bank of England (BOE).

3. Public and External Training

Fees. Organisations booking training courses are requested to pay the fee within 28 days of the date of the invoice.

Discounts. Any discounts applied to any booked is based on the circumstances of any agreements made as part of a quote or booking with COS and may not be used in conjunction with any other discount or offer.

Cancellations by the Booker / Refunds

Notice given by booker (prior to course date)

Applicable fee / procedure

More than one calendar month - Bookers may transfer free of charge to any other equivalent price or cheaper course (balance to pay for more expensive course). For cancellations, an administration fee of 40% of the original course will be charged.

Between one calendar month and two weeks - Bookers may transfer free of charge to any other equivalent price or cheaper course (balance to pay for more expensive course). For cancellations, an administration fee of 60% of the original course will be charged.

Between one week and two weeks - Bookers can transfer to any another course for 80% of the original course, plus any difference in course fees where the new course is more expensive. No refund is payable for cancellation.

Between one week and 24 hours - Bookers are entitled to receive a 50% discount on any other training course held within one year from the date of the cancelled course. The new course must be booked within one calendar month of cancellation. No refund is payable.

Between 24 hours and start time of course - No refund. No discounts. No transfers permitted.

Where a bookers transfer their booking to another course, the booker will not be entitled to any refund where they cancel attendance at that other course. Only one transfer is permitted per course per booker – the fee will be charged as above.

 Alterations/Cancellations of Courses by COS

It may be necessary for COS to change the content and timing of a course, the trainer, the date or the venue. In the unlikely event of the course being cancelled by COS, a full refund will be made unless the Booker transfers their booking to an alternative date/place for the course. For all bookings, the liability of COS shall be limited to the amount of the fee actually paid to COS by the booker. For this reason delegates are encouraged to not to book travel or accommodation more than two weeks prior to any course date.

Registration Information

Registration information, including directions to the venue and timings, will be sent to the booker by email at least 7 days prior to the event. COS will not be responsible for the non arrival of registration information. Any booker or individual associated to the booking not receiving the registration information by 7 days prior to the event should contact us on 01492 530013 or SMS: 07719410355 Fax: 01492 532615 Email: info@signsightsound.org.uk.

 Late Payment

COS reserves the right to charge late payment interest on any outstanding invoice at the rate of 5% above the base rate of BOE. Where an unpaid invoice is referred for debt collection, the legal costs will be added to the total amount due.

 4. Accredited Training

Fees

Organisations booking any of the accredited courses are requested to pay the fee within 28 days of the date of the invoice. Bookers and individuals associated to that booking will not be permitted to continue on the course or sit examination where fees has not been paid.

Discounts

Multiple candidate booking discounts apply to candidates booked at the same time, on the same course, and from the same organisation, based on agreement with COS as part of the quotation process and may not be used in conjunction with any other discount or offer.

Cancellations by the Booker/Refunds - Accredited Courses

Any organisation or individual that has booked onto an accredited course may cancel that booking at any time up to one month before the date of the first course that the booker has selected to attend – such cancellations will incur an administration charge of 50%. Accreditation can only be issued with at least and 80% attendance on the course. Mental Health First Aid courses require full attendance for accreditation.

The following terms apply to the transfer by a booker of one or more of the courses that make up the our accredited training, and to a change by the booker of their choice of examination date:

Notice given by booker (prior to course date)

Applicable fee / procedure

Between one calendar month and two weeks - Bookers may transfer free of charge to any other equivalent price or cheaper course (balance to pay for more expensive course). For cancellations, an administration fee of 50% of the original course will be charged.

Between one week and two weeks - Bookers can transfer to any another course for 75% of the original course, plus any difference in course fees where the new course is more expensive. No refund is payable for cancellation.

Between one week and 24 hours - Bookers are entitled to receive a 50% discount on any other training course held within one year from the date of the cancelled course. The new course must be booked within one calendar month of cancellation. No refund is payable.

Between 24 hours and start time of course - No refund. No discounts. No transfers permitted.

Changes to Examination Date

Bookers or an individual may request a change to their examination date – fees for changing the date depend on when the request is made, as follows:

Notice given by Candidate

Applicable fee

More than three weeks prior to the Examination date - Free of charge.

Between three weeks and one week prior to the Examination date - 40% of the course fee.

Less than one week prior to the Examination date - 40% of the course fee.

Cancellation of Courses by COS

It may become necessary for COS to cancel a course that forms part of the bookers booking for any accredited course. Such cancellations occur only very rarely. In these circumstances COS will book the booker or any individual onto the booker or individuals choice of an upcoming pre-dated same course. COS shall not be further liable where a course is cancelled or cannot take place or when it is beyond our control. For this reason bookers are encouraged not to book travel or accommodation more than two weeks prior to any course date.

Registration Information

Registration information for each course and for any examination, including directions to the venue and timings, will be sent to the booker by email at least 7 days prior to the event, unless the booker has arranged the venue. COS will not be responsible for the non arrival of registration information. Any booker or individual not receiving the registration information by 7 days prior to the event should contact us on 01492 530013 or SMS: 07719410355 Fax: 01492 532615 Email: info@signsightsound.org.uk.

Late Payments

COS reserves the right to charge late payment interest on any outstanding invoice at the rate of 5% above the base rate of BOE.

5. Copyright

Video, still image, and audio recordings of the course are not permitted without the prior written consent from COS. Reproduction, alteration, non permitted transfer of any course material without the consent of COS is not permitted.

6. Media Recording of training

COS may decided to video, photograph or audio record training session whether in whole or in part. COS asserts its full rights as copyright owner of all material that has been captured, processed and/or produced by us, whether or not such material forms part of any pre agreement with the booker. The copyright of all produced material is solely owned by COS and is protected under UK law. We reserve the rights to use any footage and related files from any booker or client commissioned project or training in our showreels and for other promotional purposes. COS may assign to the booker or client a licence to use the video, still or audio recorded material. This can be agreed prior to or after said materials have been captured and produced. We do not give permission for any material to be altered, edited or used as part of another production, unless this is expressly agreed in writing. It is up to the booker to identify if specific individuals do not wish or should not be captured as part of any media production associated with the training.

4. Insurance

COS carries public liability insurance cover of five million pounds. A copy of our insurance certificate can be provided on receipt of a request to our offices. Extended or upgraded specific project insurance cover can be provided if required upon request, provided this is agreed at the time of booking and included in the production brief.

5. Adverse weather conditions

In the event of inclement weather which in our opinion would pose a risk to health & safety of our personnel, equipment, facilities or the booker and their party we reserve the right to change the date or time of training to a more suitable date or time for us.

6. Smoking

COS’s premises, vehicles, facilities and grounds are non-smoking and all bookers and individuals are required to adhere to this policy.

7. Exclusion

COS reserves the right to refuse access to its facilities and premises where there is reason to believe that a booker or individual is in breach of these conditions or where a booker or individual uses threatening, bullying, harassing or disruptive behaviour. COS will not be liable for any losses or expense (including course fees and consequential damages) incurred by a booker or individual arising from such an exclusion.

COS Media Production Terms and conditions

TERMS AND CONDITIONS OF COMMISSIONING AND USAGE OF VIDEO PRODUCTION FROM THE CENTRE OF SIGN SIGHT SOUND

1. Definitions & General Terms

In these Terms and Conditions the words ‘Centre of Sign Sight Sound’ ‘COS’ ‘we’ ‘us’ ‘our’ and ‘ours’ refer to Centre of Sign Sight Sound, a UK registered charity.  The words ‘client’ and ‘customer’ refer to the party who commissioned and/or funded the work and any person or organisation acting on their behalf.

These Terms and Conditions apply to all media and associated video, audio product created by COS, including all moving and still images and sound recordings of whatever form.

2. Pre-production requirements

It is the Clients responsibility to obtain all necessary permissions including but not limited to performances, branding, trademarked goods and logos, use of intellectual property, imagery, sound recordings and any other copyrighted material which will form part of the final video production.

No liability will be accepted by COS for and delays or failure to deliver the agreed product if caused by any element which is the Clients responsibility.

Where copyright material is provided by the client for incorporation into a COS production, permission must be obtained from the original copyright owner / material provider.

The client undertakes to indemnify COS against any future possible claims, disputes, expenses or costs arising from the use of such material, without time limit.

A full production brief must be signed off by the Client before production work begins.

3. Production and post-production

All works undertaken will be as per COS written quotation based upon the agreed production brief.  It is the Client’s responsibility to ensure that this is thoroughly read and understood prior to booking. Any amendments or additional days filming will be charged at our current daily rates.

Clear access for video and sound capture shall be arranged and managed by the Client. If filming venues are being organised by the Client, it is the Clients responsibility to ensure that our production crew and supporting personnel have clear access to all relevant locations required throughout the day. Delays in production as a result of inadequate access or facilities may incur additional charges.

COS takes Health & Safety matters seriously and we reserve the right in all instances to remove any of our personnel and / or equipment from a location if we deem it to be unsafe or if our crew are subjected to abusive or aggressive behaviour.  In such circumstances the Client will be fully liable for any costs incurred or subsequently arising as a result.  COS will observe the site safety rules at all times and will liaise with the appropriate Responsible Person(s) named in the production brief.

4. Insurance

COS carries public liability insurance cover of five million pounds.  A copy of our insurance certificate can be provided on receipt of a request to our offices.  Extended or upgraded specific project insurance cover can be provided if required upon request, provided this is agreed at the time of booking and included in the production brief.

5. Adverse weather conditions

In the event of inclement weather which in our opinion would pose a risk to health & safety of our personnel or equipment or has the potential to prevent successful video or audio capture, we reserve the right to change the date or time of filming to a more suitable date or time.

6. ‘Client delays’

In the event of filming being delayed or aborted due to the Client’s failure to adhere to the agreed dates, times, access, facilities, organisation or any other matter specified in the production brief, we reserve the right to re-schedule the affected days of filming and to charge for any additional costs which arise.  No refund or credit will be given in respect of costs associated with the delayed or aborted original filming day(s).

7. Changes to the filming schedule

In the event of the Client wishing to change or cancel the filming date we require a minimum of 4 weeks’ notice. Failure to comply will result in the Client becoming 100% liable for all costs associated with the originally scheduled dates. A confirmation of booking highlights the delivery date for client approval. Final delivery will then be based a reasonable amount of time to to make any agreed changes.

8. Equipment substitution

In the event that COS experiences equipment failure or technical difficulties, all efforts will be made to find suitable replacement equipment and/or personnel so as not to delay filming or adversely impact upon the project quality or delivery. The equipment used on the day of filming will be at the discretion of the senior member of the film crew, and no further claims or liability will be accepted.

9. Approval / amendments of draft footage

Under normal circumstances one ‘first cut’ edit will be available for the Client for review and comment.  One set of revisions will be incorporated within the agreed project cost provided that any revisions or amendments fall within the original agreed brief.  Our video editing and production facility is available for client viewing and review, and all clients are encouraged to attend personally during editing so that all revisions can be signed off without delay.  Subsequent revisions or significant re-edits will be charged at a rate of £300 + costs per day or part thereof.

10. Project duration and delivery

Any indication given by COS of a design project’s duration is to be considered by the customer to be an estimation. COS will do everything possible to meet specific deadlines, providing there is clear communication, prompt payment and regular feedback from the client. In all cases our liability will be limited to the agreed total cost of the project, less any costs incurred by us for any work already done on the project provided such work is within the agreed production brief.  COS will not under any circumstances be responsible for any loss, damage or costs arising from the late, erroneous, or non-delivery of the product. Express delivery is when the client requests a specific delivery date which is less than when COS could realistically be expected to deliver based on current workload. This will be charged at the standard/regular quote cost plus 25% to allow for organisational disruption and overtime.

11. Copyright

COS asserts its full rights as copyright owner of all material that has been captured, processed and/or produced by us, whether or not such material forms part of a finished project.  The copyright of all produced material is solely owned by COS and is protected under UK law.

12. Usage licence – rights to the use of project content

Where the Client provides material to us for inclusion in any project, including but not limited to logos, images, trademarks, footage and audio, the relevant permission must be obtained in advance from the original copyright holder. By accepting these terms and conditions, the Client hereby indemnifies COS against any possible claims, disputes, expenses or similar that may arise from breaching any copyright laws or pre-existing terms and conditions attributed to the material

We retain all rights to the usage of footage captured during the production of any client-commissioned project. As part of our video production service, we will grant a time-unlimited licence for use of that footage to the Client subject always to the following express condition:

“COS retains all copyright over any content we produce. A usage licence grants the Client permission to use the content in the state in which we provide it to the Client. Permission is not granted to re-edit, copy or alter the content in any way.

We reserve the rights to use any footage and related files from any client-commissioned project in our showreels and for other promotional purposes.

COS assigns to the Client a licence to use the video production in its complete delivered form only.  We do not give permission for any material to be altered, edited or used as part of another production, unless this is expressly agreed in writing.

Provided that all monies due to us from the Client have been received as cleared funds in our bank account, and provided that the Client is not in breach of anything contained in these Terms and Conditions the Client is granted a perpetual usage licence relating to the video material in its delivered form.

We retain the right to use any of our copyright material for any legal purpose, including its use within projects for other clients unless (a) we have granted an exclusive licence to any Client or (b) the material contains trademarks or specific intellectual or imagery copyrighted by the Client.

Removal of COS logo, branding and any other information reasonably expected can only be done where agreed by COS and at an added cost no less than 20% of the over all budget.

Receipt of sign off document is acceptance and completion of all contracted work and is sent after a sign off email is received by you the client.

 PAYMENT AND SIGN OFF

Our payment terms are strictly 30 days from date of invoice and in the event of an order being confirmed the Client accepts these terms.

We reserve the right to charge further interest and late payment fees on all overdue invoices as set out under the Late Payment of Commercial Debts (Interest) Act, 1998. E & OE.

We will exercise our statutory right to claim interest and compensation for debt recovery costs under the late payment legislation if we are not paid according to agreed credit terms.

The Client shall be responsible for all collection or legal fees necessitated by late or default in payment. COS reserves the right to withhold delivery and any granting or continuation of usage licence of any current work if accounts are not current or overdue invoices are not paid in full. All grants of any license to use our copyright material under this a Agreement are conditional upon receipt of payment in full which shall be inclusive of any and all outstanding additional costs, taxes, expenses, and fees, charges or the costs of administration of changes.

Receipt of sign off document is acceptance and completion of all contracted work and is sent after a sign off email is received by you the client. This marks the end of the work.

 All Terms and Conditions stated within this document are deemed acceptable to the Client upon receipt of a confirmed order or instruction to proceed given by any means.  This document shall be taken as an agreement between the Client and COS under UK law.

Complaints Policy of Centre of Sign-Sight-Sound

Centre of Sign-Sight-Sound views complaints as an opportunity to learn and improve for the future, as well as a chance to put things right for the person that has made the complaint.

Our policy is:

• To provide a fair complaints procedure which is clear and easy to use for anyone wishing to make a complaint.

• To publicise the existence of our complaints procedure so that people know how to contact us to make a complaint.

• To make sure everyone at COS knows what to do if a complaint is received.

• To make sure all complaints are investigated fairly and in a timely way

• To make sure that complaints are, wherever possible, resolved and that relationships are repaired

• To gather information which helps us to improve what we do

Definition of a Complaint

A complaint is any expression of dissatisfaction, whether justified or not, about any aspect of COS.

Where Complaints Come From

Complaints may come from any person e.g. staff member, volunteer, service user, member of the local community or organisation who has a legitimate interest in COS.

A complaint can be received verbally, by phone, by email, in video form or in writing.

Confidentiality

All complaint information will be handled sensitively, telling only those who need to know and following any relevant data protection requirements.

Responsibility

Overall responsibility for this policy and its implementation lies with the board of Trustees.

Complaints Procedure of Centre of Sign-Sight-Sound

Publicised Contact Details for Complaints:

Written or videoed complaints may be sent to the Management Team at Centre of Sign Sight Sound at 77 Conway Road, Colwyn Bay, Conwy, LL29 7LN or by e-mail at managementteam@signsightsound.org.uk

Verbal complaints may be made by phone to 01492 530013 or in person to any of COS staff or trustees at the 77 Conway Road, Colwyn Bay, Conwy LL29 7LN.

Receiving Complaints

Complaints may arrive through channels publicised for that purpose or through any other contact details or opportunities the complainant may have.

Complaints received by telephone or in person need to be recorded.

The person who receives a phone or in person complaint will:

• Write down the facts of the complaint

• Take the complainant's name, address and telephone number

• Note down the relationship of the complainant to COS i.e. Service User, Member

• Tell the complainant that we have a complaints procedure

• Tell the complainant what will happen next and how long it should take, if there are exceptional circumstances where it is not possible within the timescale given, we will advise you.

• Where appropriate, ask the complainant to send a written or videoed account by post or by email so that the complaint is recorded in the complainant's own words

For further guidelines about handling verbal complaints, see Appendix 1

Resolving Complaints

Stage One

In many cases, a complaint is best resolved by the person responsible for the issue being complained about. If the complaint has been received by that person, they may be able to resolve it swiftly and should do so if possible and appropriate. Whether or not the complaint has been resolved, the complaint information should be passed to the Management Team within one week.

On receiving the complaint, the Management Team records it in the complaints log. If it has not already been resolved, they delegate an appropriate person to investigate it and to take appropriate action. If the complaint relates to a specific person, they should be informed and given a fair opportunity to respond.

Complaints should be acknowledged by the person handling the complaint within a week. The acknowledgement should say who is dealing with the complaint and when the person complaining can expect a reply. A copy of this complaints procedure should be attached

Ideally complainants should receive a definitive reply within four weeks. If this is not possible because for example, an investigation has not been fully completed, a progress report should be sent with an indication of when a full reply will be given.

Whether the complaint is justified or not, the reply to the complainant should describe the action taken to investigate the complaint, the conclusions from the investigation, and any action taken as a result of the complaint.

Stage Two

If the complainant feels that the problem has not been satisfactorily resolved at Stage One, they can request that the complaint is reviewed at board level. At this stage, the complaint will be passed to the Chair of the board. The request for board level review should be acknowledged within a week of receiving it. The acknowledgement should say who will deal with the case and when the complainant can expect a reply.

The Chair of the board who receives Stage Two complaints may investigate the facts of the case themselves or delegate a suitably senior person to do so. This may involve reviewing the paperwork of the case and speaking with the person who dealt with the complaint at Stage One.

If the complaint relates to a specific person, they should be informed and given a further opportunity to respond. The person who dealt with the original complaint at Stage One should be kept informed of what is happening. Ideally complainants should receive a definitive reply within four weeks. If this is not possible because for example, an investigation has not been fully completed, a progress report should be sent with an indication of when a full reply will be given.

Whether the complaint is upheld or not, the reply to the complainant should describe the action taken to investigate the complaint, the conclusions from the investigation, and any action taken as a result of the complaint.

The decision taken at this stage is final, unless the Board decides it is appropriate to seek external assistance with resolution.

External Stage

The complainant can complain to the Charity Commission at any stage. Information about the kind of complaints the Commission can involve itself in can be found on their website at: www.charitycommission.gov.uk/publications/cc47.aspx]

Variation of the Complaints Procedure

The Board may vary the procedure for good reason. This may be necessary to avoid a conflict of interest, for example, a complaint about the Chair should not also have the Chair as the person leading a Stage Two review.

Monitoring and Learning from Complaints

Complaints are reviewed annually to identify any trends which may indicate a need to take further action.

Appendix 1 - Practical Guidance for Handling Verbal Complaints

• Remain calm and respectful throughout the conversation

• Listen - allow the person to talk about the complaint in their own words. Sometimes a person just wants to "let off steam"

• Don't debate the facts in the first instance, especially if the person is angry

• Show an interest in what is being said

• Obtain details about the complaint before any personal details

• Ask for clarification wherever necessary

• Show that you have understood the complaint by reflecting back what you have noted down

• Acknowledge the person's feelings (even if you feel that they are being unreasonable) - you can do this without making a comment on the complaint itself or making any admission of fault on behalf of the organisation e.g. "I understand that this situation is frustrating for you"

• If you feel that an apology is deserved for something that was the responsibility of your organisation, then apologise

• Ask the person what they would like done to resolve the issue

• Be clear about what you can do, how long it will take and what it will involve.

• Don't promise things you can't deliver

• Give clear and valid reasons why requests cannot be met

• Make sure that the person understands what they have been told

• Wherever appropriate, inform the person about the available avenues of review or appeal

Cos Complaints Policy 2019