Education Event Refunds and Returns

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Last Updated: March 2009.  These policies relate to education and especially certification classes subject to specific terms and conditions.

Registration, Fees and Payments, Acknowledgement of Registration, Substitution, Cancellations and Credits, No-Show, Examination Fees:


Registration

Most orders are processed immediately, or within 24-48 hours of receipt of an order.  You may view your order history listed under 'My Account".

Please contact us directly and as quickly as possible to cancel an order. 

Attendance of all events requires the completion of a registration form and the approval of Service Management 101 LLC (SM101) or the approved accredited training organization (ATO).  SM101 provides the following registration options:

  • Online registration via the shopping cart offerings
  • Completion and faxing of a signed registration form
  • Completion and email of a signed registration form

Online registration is based upon the date/time in Nevada, USA (Pacific Time). If you do not register online, please mail or fax the registration form to SM101. Do not do both. Multiple registrations sent to SM101 may result in multiple registrations and charges.  A signed registration form must be received to complete a registration.  An order processed via the shopping cart is considered a signed registration.

Fees and Payments

SM101 must receive payment at the time of registration unless specifically agreed with SM101 and documented in writing.  A registration received without payment cannot be confirmed. To qualify for an early registration fee, the registration form and payment must be postmarked or received by fax on or before the advertised ‘earl registration’ deadline.

Acknowledgement of Registration

An emailed letter of acknowledgment in the form of an invoice or order receipt, confirming your registration and payment information will be sent within 5 business days of receipt of your registration request.

Substitutions, Cancellations and Credits

Subject to the requirements of a specific certification program you can substitute an attendee at any time with prior written notice and approval of SM101.  Registrations may be cancelled up to 45 working days prior to the start date with no additional penalty, if prior notification is received in writing.  All other cancellations are subject to penalties based upon the following criteria:

  • 1-20 working days prior to start of event - 100%
  • 21-30 working days prior to start of event - 75%
  • 30-45 working days prior to start - 50%
  • 45+ working days prior - 25%
 
A registration will only be considered cancelled if you have documented cancellation confirmation from SM101.  All refunds are subject to either a $250 or 10% administration fee, whichever is the higher, excluding examination fees. Participants who cancel may request a credit towards another SM101 event, less the administration fee. 

NO REFUNDS OR EXCHANGES WILL BE GIVEN FOR STUDY AIDS, ASSOCIATED TAXES, SHIPPING AND HANDLING CHARGES, EXAMINATION FEES OR CLASS WORKBOOKS.

No Shows

Candidates unable to attend an event are also eligible for a one-time deferral of registration fees if a written request is received prior to the start date of the event.  No credit is provided and no refunds are made if notification is not received in writing and acknowledged by SM101 and the participant fails to show (attend) the event.

Examination Fees

The participant is liable at all times for any examination fees incurred as a result of a registration request.  This liability is irrespective of when, or how a registration is cancelled or deferred.

Special Events

Because of the special nature of some special events, such as offered as part of the ITSM-SOS Program, regardless of when you register, fees are non-refundable upon cancellation of a registration.  This is due to the primary objective of these events being to provide the event at the lowest possible cost to the community at large.  The exception is where the event is cancelled by the organizers.  In this case, registration payments may be refunded or subject to the prevailing exchange policy (see above).