Terms & Conditions
The basis on which we provide our services
These terms apply to training delivered by I-Secure Services (ISS) Ltd and to contracted security personnel supplied by us, unless a signed contract states otherwise.
Terms of business
1. About these terms
These terms set out the basis on which I-Secure Services (ISS) Ltd, registered in England and Wales under company number 15088162 (“we”, “us”), provides security training and supplies contracted security personnel. They apply to the exclusion of any other terms unless we agree otherwise in writing.
Where a signed contract, proposal or statement of work covers the same subject, that document takes precedence over these terms to the extent of any inconsistency.
2. Scope of services
The services we provide are those set out in the written scope agreed with you. On the training side, that means the modules, session lengths, group sizes and assessment criteria listed in the proposal. On the contracted side, it means the duties, hours, shift patterns, staffing levels and reporting lines recorded in the contract.
Anything not listed in the agreed scope is not included, and will be quoted separately if you ask us to take it on.
3. Training and deployment terms
Training. Courses are delivered on the dates agreed. We may adjust session content to reflect the group present, but the modules and assessment criteria will not change without your agreement. Learners are assessed against the criteria shared with you before delivery, and completion records are issued on that basis.Contracted personnel. Officers are supplied to carry out the duties recorded in the site briefing. That briefing sets out the boundaries of the role. Officers are not authorised to carry out duties outside it, to accept instructions from third parties on site unless agreed with you, or to take on tasks that would fall outside the arrangement.Substitution and continuity. We aim for continuity and will normally keep the same officers on a standing arrangement. Where an officer is unavailable, we will provide a replacement and notify your named contact. Replacement officers receive the same written site briefing.Instructions on site. Day-to-day instructions should come from the named contact or their nominated deputy. Requests that change the duties, hours or scope of the role should be raised with the account contact so they can be recorded and priced.4. Bookings, fees and invoicing
Rates are those in the written quote or contract. Where no rate has been agreed for additional work, our standard rates apply and will be confirmed to you before that work begins.
Invoices are issued in accordance with the payment terms in the contract. Where no terms are stated, invoices are payable within 30 days of the invoice date. Amounts outstanding beyond the agreed period may attract interest in line with the statutory rate applicable in England and Wales.
5. Changes, cancellation and refunds
Changes. Requests to change dates, modules, hours or staffing levels should be made as early as possible. We will confirm whether the change is possible and provide a revised quote where the cost is affected. Nothing is charged for a change you have not approved.Cancellation by you. Where a confirmed booking is cancelled, charges depend on the notice given: cancellations made with more than ten working days' notice are not charged; cancellations with five to ten working days' notice are charged at 50 per cent of the agreed fee; cancellations with fewer than five working days' notice are charged in full, because trainers or officers have by then been committed to the date.Refunds. Where we have taken payment in advance and the engagement does not go ahead, any amount not yet earned is refunded. Where part of a programme has been delivered, the fee is apportioned to the work completed and the balance is refunded. Refunds are made to the original payment method within 30 days of agreement.Cancellation by us. If we have to cancel or postpone a date for reasons within our control, we will offer an alternative date at no additional cost or refund amounts paid for the affected work, at your choice.6. Your responsibilities
You agree to provide accurate information about the site, the duties and the shift pattern; to make the premises available and safe for the work; to give reasonable notice of changes; to ensure that learners are released from duties to attend training; and to nominate a contact authorised to give day-to-day instructions.
Where information you provide about a site proves materially inaccurate — for example, duties described as low-risk that are not — we may need to re-scope the arrangement, and any change will be discussed with you before it is applied.
7. Insurance
Insurance arrangements apply to the work we carry out. The cover amounts, policy references and any exclusions relevant to a particular engagement are confirmed in writing in the contract for that engagement, together with the documents you need for your own records.
We do not publish cover amounts in our general marketing material. If your compliance team requires specific figures before you commit, ask us and we will provide the applicable detail in writing.
8. Limitation of liability
Nothing in these terms limits liability for death or personal injury caused by negligence, for fraud or fraudulent misrepresentation, or for any other liability that cannot lawfully be limited.
Subject to that: we are not liable for loss of profit, loss of business, loss of anticipated savings or any indirect or consequential loss. Our total liability arising in connection with an engagement is limited to the total fees paid by you for the services giving rise to the claim, or to the limit stated in the applicable contract where one is specified.
We do not warrant that training, patrol arrangements, or the presence of an officer will prevent every incident. Security arrangements reduce risk; they do not eliminate it, and nothing in these terms should be read as a promise of a particular outcome on site.
9. Confidentiality and data
Each party will keep confidential the information of the other that is not in the public domain, and will use it only for the purposes of the engagement. Personal information is handled in accordance with our privacy policy.
Where we process personal data on your behalf, the arrangements — including what is processed, for how long and how it is protected — are set out in the contract.
10. Intellectual property
Training materials we supply remain our property or that of our licensors. You may use them internally for the purposes of the training delivered. They may not be reproduced, shared outside your organisation or used commercially without our written agreement.
11. Circumstances beyond our control
Neither party is liable for delay or failure to perform caused by events outside its reasonable control, including severe weather, industrial action, civil disruption, failure of utilities or transport, or public health measures. Where such an event affects a booking, the parties will agree an alternative date or a proportionate adjustment to the arrangement.
12. Complaints
If you are dissatisfied, raise it with your named contact in the first instance. We will acknowledge the complaint and set out how we intend to look into it. Where a complaint concerns an individual officer's conduct on site, we will investigate and respond to your named contact in writing.
13. Governing law and jurisdiction
These terms and any dispute arising out of or in connection with them are governed by the law of England and Wales, and the courts of England and Wales have exclusive jurisdiction over any such dispute.