Sterex Academy and Online Training
These terms and conditions apply to all training courses booked with the Sterex Academy, including our online training platform. Every learner accepts these terms at their first login to the platform. Last updated: September 2026.
1. BACKGROUND
1.1 Please read these terms and conditions carefully and make sure you understand them. They set out the obligations (the ‘terms’) between you, ‘the Learner’, and Sterex, ‘the Company’. The terms explain what happens once you have booked a training course, how payment works, how the Company and the Learner may change or end the contract, what to do if there is a problem, and other important information.
1.2 You should retain a copy of these terms and conditions for future reference.
1.3 These terms cover the provision of the training events that we organise, and which are available through the Sterex Academy and Online Training platform.
2. COMMUNICATION
2.1 If the Company has to contact you, we will do so by telephone or by writing to you at the email address or postal address you provided to us at the time you made your booking.
2.2 ‘Writing’ includes emails. When we use the words ‘writing’ or ‘written’ in these terms, this includes emails.
2.3 The Learner may contact the Company by emailing [email protected].
3. COURSE PRE-REQUISITES
3.1 You will be notified of the prerequisites needed to register for the course, and proof of the required certification must be provided before booking a place for you or any delegates. If your name has changed you will need to provide support to verify your identity.
4. BOOKING AND PAYMENT
4.1 Any description, advertisement or documentation issued by us, and any description contained on the Sterex website or any media relating to the training course, are issued and published for the sole purpose of giving you a general idea of the event, its content and objectives. Subject to any obvious error, the description and price of the event will be as quoted on the website at the date your booking is made. All payments under these terms shall be in UK pounds sterling.
4.2 Bookings for online training courses are made through the website, and full payment is taken at the time of booking through the website’s secure checkout.
4.3 Upon submitting a booking you will receive written acknowledgement. Acknowledgement of receipt does not mean the booking has been accepted: the Company’s acceptance is indicated by sending the Learner a booking confirmation by email, and only once the booking confirmation has been sent is there a legally binding contract between the Company and the Learner.
4.4 If payment is not successfully completed, no booking is made and no access to the training course is provided.
4.5 It is always possible that, despite our best efforts, some training courses may be incorrectly priced. We will normally check prices before accepting your order so that, where the event’s correct price at your order date is less than our stated price at your order date, we will charge the lower amount. If the correct price at the time of booking is higher than the price stated to you, we will contact you for your instructions before we accept your order. If we accept and process your order where a pricing error is obvious and unmistakeable and could reasonably have been recognised by you as a mispricing, we may end the contract, refund you any sums you have paid and cancel your place on the event.
4.6 We will pass on any change in the rate of VAT. Where VAT is payable, if the rate of VAT changes between your order date and the date we supply the product, we will adjust the rate of VAT that you pay, unless you have already paid for the product in full before the change in the rate of VAT takes effect.
5. TRAINING COURSE CHANGES
5.1 The Company reserves the right to change venues (within the same city) and substitute trainers at our discretion.
6. COURSE DELIVERY
6.1 Face-to-face training: the event(s) shall take place on the date and at the venue set out in the booking confirmation unless otherwise changed in accordance with clause 5.1. The Company shall use reasonable skill and care to deliver the event and comply with the information you have been provided about it.
6.2 Online training: in advance of online training, both parties will make best endeavours to ensure that the agreed platform is accessible and capable of delivering and receiving the service to an acceptable standard. Neither party shall be liable for fault or failure of the agreed platform that may occur during the delivery of the service, should it be deemed outside of their control.
6.3 Any materials provided for or during our training courses are protected by copyright (except where clearly stated otherwise).
6.4 Our website will guide the Learner through the process of setting up an account and purchasing a training course. Before completing your purchase you will be given the opportunity to review your booking and amend it. Please ensure that you have checked your booking carefully before submitting it.
6.5 If, during the order process, the Learner provides the Company with incorrect certification or incomplete information (including any incorrect or incomplete information about the Learner or the type of training course that the Learner requires), please contact the Company as soon as possible. If the Company is unable to process the booking due to incorrect or incomplete information, the Company will contact the Learner to ask to correct it. If the Learner does not give the Company the accurate or complete information within a reasonable time of the request, the booking will be cancelled and the contract treated as being at an end. The Company will not be responsible for any delay in the availability of training courses that results from the Learner providing incorrect or incomplete information.
6.6 The booking confirmation will detail the length of time the Learner has to complete the online theory, including the start date and expiry date.
6.7 In the unlikely event the Company does not accept or cannot fulfil your order for any reason, the Company will explain why in writing. No payment will be taken under normal circumstances; if the Company has taken payment, any such sums will be refunded to the Learner.
6.8 Any refunds due will be issued to the Learner as soon as possible, and in any event within 14 calendar days of the day on which the event triggering the refund occurs. Refunds will be made using the same payment method that the Learner used when purchasing the training course.
7. CANCELLATION, TRANSFER OR RESCHEDULING BY THE LEARNER
7.1 Following confirmation of enrolment, the Learner is entitled to a 14-day cooling-off period in accordance with the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.
7.2 Your course access is available immediately after purchase. If you choose to access the training course within the 14-day cooling-off period, you are expressly requesting early delivery of the course and you acknowledge that your right to cancel and receive a refund ends once the course has been accessed. If you would rather keep your full cooling-off right, simply do not access the course until the 14-day period has expired.
7.3 Once the training programme has been activated or accessed by the Learner, and the course commenced, no refunds will be issued.
7.4 Refunds will only be considered outside of the above provisions in exceptional circumstances, limited to serious medical illness or emergency, supported by appropriate medical evidence, or bereavement involving an immediate family member. All such requests will be considered on a case-by-case basis at the discretion of the Company.
7.5 By making payment for the course, and following the 14-day cooling-off period, the Company will take this as the Learner’s acceptance of the non-refundable policy for the course fees.
7.6 For a request to reschedule a booking received more than 28 calendar days in advance of the course start date, there will be no charge.
7.7 For a request to reschedule a booking received between 14 and 28 calendar days before the course starts, there will be a £50 + VAT administration fee.
7.8 For a request to reschedule a booking received less than 14 calendar days before the course start date, there will be a £100 + VAT rescheduling fee. An invoice for the rescheduling fee will be raised, and any outstanding balance on the original booking must be paid in full.
7.9 The original acceptance of these terms and conditions will also transfer to the rescheduled booking.
7.10 Where the Learner is unable to attend, substitute learners can be accepted at no cost. You should notify the Company as soon as possible using the details provided in clause 2.3.
7.11 Where the Learner is unable to attend, they may only cancel the course booking in writing using the details provided in clause 2.3. When contacting the Company please provide your name, address, details of the order, phone number and email address.
8. CANCELLATION BY THE COMPANY
8.1 If there are insufficient delegate numbers to ensure a high-quality training experience, the Company reserves the right to cancel any training course or part of a course if necessary. In most cases, you will receive at least 5 working days’ notice.
8.2 Wherever possible the Company will contact you in advance to advise that the course is to be cancelled, except in unforeseen circumstances such as public transport cancellations, strikes, force majeure, extreme weather conditions, or illness or injury of Sterex staff.
8.3 If cancellation occurs, you will have the option to reschedule the course or receive a full refund of any fees paid.
8.4 The Company is not responsible for any expenses incurred by the Learner in the event a training course is cancelled.
9. REFUNDING PAYMENT
9.1 Where an event is cancelled by the Company pursuant to clause 8.1 or 8.2, and in accordance with clause 8.3, you shall be entitled to a refund of the fees for that event within 14 days beginning with the day on which we agree that you are entitled to a refund.
9.2 Where a training course is cancelled pursuant to clause 8.1 or 8.2, we will refund your fees for the course but not any other expenses (for example, hotel or rail fares).
9.3 Where the Learner transfers to a replacement training course pursuant to clause 8.3 and the replacement course fee is less than the original course fee, the Company will refund the difference as soon as possible, and in any event within 14 days beginning with the day on which we agree that you are entitled to a refund.
10. DRESS CODE
10.1 To uphold professional standards, Sterex requires all delegates to dress in appropriate clinical attire, and flat closed-toed shoes must be worn for safety and hygiene purposes. Nails should be short, clean and well-manicured with no catches and no polish, and long hair secured.
10.2 The use of mobile phones and cameras is strictly prohibited in the training areas.
11. COURSE EQUIPMENT
11.1 All required equipment will be provided. The Company endeavours to supply models for all practical training sessions; however, we cannot be held liable for any model non-attendance, lateness or cancellation. Delegates accept that this is beyond our control, and no refunds or compensation will be offered for time lost due to model absence. We recommend that delegates use any unexpected gaps to consolidate knowledge, review theory, or observe other treatments where appropriate.
12. COMPLAINTS
12.1 Any grievance should be communicated whilst the course is ongoing, thus giving the Company, through their trainer, the opportunity of achieving a solution. If the grievance is not resolved by the end of the course, the delegate should raise the complaint in writing to the Centre Manager, who will aim to resolve the matter within 7 working days.
13. REPLACEMENT CERTIFICATES
13.1 Replacement Sterex certificates will cost £25.00, which includes the cost to locate, print and post the document.
13.2 It is the responsibility of the Learner to contact the awarding body directly should they require a replacement Ofqual-regulated certificate. All replacement certificates are subject to the awarding body’s current policies and fees at the time of request. We recommend checking their official website or contacting their customer service team for the most up-to-date information regarding the process and associated costs.
14. HEALTH DECLARATION
14.1 If the Learner has any disability which would put them at a substantial disadvantage in undertaking an assessment, we need to know as early as possible, together with supporting evidence (for example, a diagnostic assessment).
14.2 It is the responsibility of the Learner to inform the Company if they have any medical condition, or any reason why they should not give or receive treatments, at any time whilst they are attending the Academy.
14.3 The Company cannot be held responsible for the outcome of any treatment performed by the Learner under any circumstances. The Company cannot be held responsible for the outcome of any treatment or demonstration performed by a member of staff under any circumstances where the Learner has failed to disclose any known medical conditions.
15. LAW AND LIABILITY
15.1 All disputes arising out of any agreement shall be subject to the exclusive jurisdiction of the Courts of England. If any part of these terms and conditions shall be found to be unlawful, it shall not affect the validity or enforceability of the remainder of the conditions.
15.2 Whilst every effort is made to ensure that our events are relevant and topical, they are not tailored or bespoke for specific businesses or individuals, and therefore all warranties for fitness for purpose and all other express and implied warranties are excluded to the fullest extent lawfully permitted.
15.3 Nothing in these terms limits or excludes our liability for death or personal injury caused by our negligence, fraud or fraudulent misrepresentation.
15.4 Subject to clause 15.3, our liability to you shall be limited to the price you have paid for the training course event, and we will under no circumstances whatever be liable to you, whether in contract, tort (including negligence), breach of statutory duty, or otherwise, arising under or in connection with the contract, for: any loss of profits, sales, business or revenue; loss or corruption of data, information or software; loss of business opportunity; loss of anticipated savings; loss of goodwill; or any indirect or consequential loss.
15.5 If the Company is providing training courses at your business premises, we will make good any damage to your property caused by the Company while doing so. However, the Company is not responsible for the cost of repairing any pre-existing faults or damage to your property that the Company discovers while providing the event.
16. HOW WE MAY USE YOUR PERSONAL INFORMATION
16.1 The Company will use the personal information the Learner provides to: deliver the event to you; process payments for the course; and provide information about other services we offer (you may stop receiving this at any time by contacting us using the details provided in clause 2.3).
16.2 Your personal information will be processed in line with data protection legislation and in accordance with our privacy policy, which is hereby incorporated into this agreement. Our privacy policy can be accessed online or provided on request.
16.3 We will only share your personal information with third parties where the law requires us to do so.
