Terms and conditions

Law Applying

These Terms and Conditions are done in accordance with the law of England and Wales. Therefore, the law of England and Wales applies at all times to these Terms and Conditions.

1/ Words and Sentences - Meaning

1.1.“Agency” refers to Beyond Satisfaction, the talent company providing you with the digital training and in-person training services.

1.2. "Training Platform” means Beyond Satisfaction Academy Training platform where your employees will access and complete the modules.

1.3. “Modules” means each course included in the platform for the users to complete.

1.4. “Monthly Membership” means the monthly membership that you are paying in order for you and your employees to have access to the platform.

1.5. “Training course” means any in-person Training course we deliver to you as it is explained and detailed on our website.

1.6. “Price/additional fees” means the price/fees charged for a specific or additional service related to the delivery of the Training specified both on the invoice and on the final invoice.

1.7. “Total price” means the full price charged related to the delivery of the purchased service(s) (including every individual price and any additional fee if there is) specified on the invoice and on the final invoice sent to you.

1.8. “Enquiry form” means the form you are filling out on our website in order to make an enquiry for one of our services.

1.9. “Our availability” means the days and time we are available or not to deliver the enquired service. Availability will be discussed during the booking procedure.

1.10. “Your availability” means the days and time you are available or not to receive the enquired service. Availability will be discussed during the booking procedure.

1.11. “Enquiry” means either a phone call or an online request to enquire about one of our services before a confirmed booking and payment is made.

1.12. “Last minute enquiry” means an enquiry made for a service from 4 working days to the day before the starting date of delivery. The confirmation of the enquired service will all depends on our availability and on your confirmation/payment.

1.13. “Quotation / proposal” means the summary of the requested service confirming the date(s), duration, time and specific information related to the delivery of the service that will be sent to you via email.

1.14. ‘Payment’ means the payment made by you either via BACS transfer or card payment / direct debit if you agree with to receive the service / platform you enquired. Bank details for the payment to be made via BACS transfer or link to make payment will be sent to you with the invoice.

Your payment will be received by Beyond Satisfaction as a confirmation of your agreement with:

The service itself specified on your invoice and bespoke proposal
All the information sent to you on the invoice
The present terms and conditions sent to you alongside with the invoice
The information written on the emails sent to confirm the enquiry

1.15. “Invoice” means the invoice summarizing all the prices sent to you once you are ready to move forward with the enquiry and proceed to payment. It can also be the invoice you receive monthly based on the direct debit you are under for your onboarding and training platform.

1.16. “Confirmed booking/confirmation” means that your booking is confirmed both by both ourselves and you so we can provide the agreed service(s) on the date, time, duration and total price accepted and confirmed by you (when you have made the payment and received your final receipt). It can also be the conformation of your ongoing direct debit for the use of the platform on a monthly basis, with possibility to leave anytime after the 3 first months.

1.17. “You/your” means the company or the person who is in contact with us for an enquiry, request of information, booking, payment and confirmation of a service or anything else related to Beyond Satisfaction and Beyond Satisfaction Academy following these Terms and Conditions.

1.18. “Me/I/my/we” means Beyond Satisfaction Academy or Beyond Satisfaction Training, its Founder Pierre Bauzee and anyone else involved in the service delivery such as our freelance trainers or employment law solicitors.

1.19. “Employee(s))” means the members of your team for whom the platform or the on-site course delivery is for, it can also include any of your employees

1.20. “User(s))” means the users of the platform you have a monthly membership for so your employees (therefore called the “users”) can access it accordingly and complete the modules.

1.21. “Attendee(s)” means one or more person attending an in-person Training provided by us in the limit of 20 attendees.

1.22. “Cancellation” means a written notification to us by email by which you cancel either a confirmed booking or the use of our platform. It also means an email notification from us sent over to you to cancel a confirmed booking (will only happen in extreme scenario such as urgent personal reasons or other external circumstances beyond our control).

1.23. “Cancellation fees” means the fees payable by you if you cancel a booking already confirmed and paid following the instructions and rules of section 12 of these terms and conditions.

1.24. “Postponement fees” means the fees payable by you if you postpone a booking already confirmed and paid following the instructions and rules of section 12 of these terms and conditions.

1.25. “Confirmation time” means the time you have once you have received the invoice to make the payment in order to confirm the delivery of the enquired service(s).

1.26. “Working days” means any day of the week excluding bank holidays and weekends.

1.27. “Online Training courses” means any Training course we deliver online to you on specific days and for specific courses to you or your team.

1.28. “Organisation” and “Property” means your specific property within your overall brand to whom the platform has been sold and delivered for you to use it based on a monthly membership.

Terms and Conditions related to Beyond Satisfaction Academy

2/ Service Overview

Beyond Satisfaction Academy ("Platform") provides a digital training and onboarding solution for hospitality businesses via monthly membership. The Platform includes AI-enhanced, personalized learning modules and resources designed to improve staff onboarding and upskilling. Additional training content and modules will be added to the Platform on an ongoing basis at no extra cost to existing members.

3/ Membership and Trial

3.1. Free Trial: 10 days free access. Trial cancellation must occur before the trial period ends to avoid charges.

3.2. Paid Membership: Monthly recurring subscription at the agreed rate, charged via GoCardless direct debit or card payment.

3.3. Billing Date: Unless otherwise stated, membership fees are debited monthly on the same calendar day as the initial paid subscription date.

3..4. Auto-Renewal: Membership automatically renews each month unless cancelled by the Customer at least 7 days before the renewal date.

4/ Minimum Commitment and Cancellation

4.1. Minimum Term: All memberships require a minimum 3-month commitment. Customers may not cancel within the first 3 months.

4.2. Cancellation after 3 months: After the minimum term, memberships may be cancelled anytime with 30 days' notice.

Refund Policy: No refunds are provided for partial months or after cancellation notice is given. The use of the platform will continue and still be allowed until the end of the notice period which is the date where the next renewal should have taken place on the following month.

5/ User Access and Restrictions

5.1. The Platform is licensed solely for use by employees and authorized staff of the subscribing organisation/property, which also includes the individuals given access to the platform during the trial period. Any sharing, resale, transfer, or distribution of access credentials, user codes, or content to individuals outside the authorised organisation (or outside the selected users under the trial period) is strictly prohibited. Any breach of this rule will result to the immediate termination of the membership and all associated accounts, without refund or prior notice.

5.2. Internal Use Only: Content, training modules, and resources may not be shared, distributed, or accessed by individuals outside the Organization or its sister companies/affiliated properties.

5.3. Account Management: One primary admin contact manages the platform. Additional admin users may be added at no extra cost with written approval.

5..4. Login Credentials: The organisation is responsible for maintaining confidentiality of login credentials and managing user access.

6/ Pricing and Discounts

6.1. Monthly Rate: As stated in the pricing quote or invoice.

6.2. Year 2 Discount: Customers who renew beyond the first year receive a 20% discount on the monthly subscription for Year 2 onwards.

6.3. Referral Discount: Both the referring organisation and the referred organisation receive a 20% discount on their next monthly renewal upon successful referral and enrolment.

6.4. Referrals must be approved by Beyond Satisfaction Academy before discount is applied.

6.5. Only one referral discount per calendar year per customer.

7/ Payment Terms and Termination

7.1. Payment Method: All invoices are collected via GoCardless direct debit or card payment as provided at signup.

7.2. Payment Date: Unless otherwise agreed in writing, payments are taken automatically each month on the same calendar day as the initial paid subscription date.

7.3. VAT: All prices are exclusive of VAT. VAT will be added where applicable and shown on invoices.

7.4. Failed Payments: If a payment fails, we will attempt to collect again. If payment fails after two attempts, access to the Platform may be suspended until payment is received.

7.5. Late Payments: Invoices are due upon receipt. Late payment may result in service suspension.

7.6. Termination by Customer: Customers may terminate after the 3-month minimum term with 30 days' written notice.

7.7. Termination by Beyond Satisfaction Academy: We may terminate your monthly membership and therefore the use of the platform for specific reasons as detailed below.

We may terminate your monthly membership for:

Non-payment after 30 days' written notice
Breach of these Terms
Violation of applicable laws

7.8. Effect of Termination made by us: Upon termination, all access to the Platform ceases immediately and no refunds are issued.

8/ Platform Features, Content and Bespoke Options

8.1. Personalisation: The Platform uses AI and user engagement data to tailor content recommendations and learning activities to individual users.

8.2. Module Access: All employees within the organisation/property have access to relevant training modules during the membership period.

8.4. Support: Basic onboarding support includes two (2) setup calls and template email guidance. We will also be available by email for any problems/issues you may encounter and we will provide you with the required support and advice in a timely manner.

8.5. Standard Content Updates: Beyond Satisfaction Academy may update, modify, or add new standard modules and features at any time, which will automatically become available to active members.

8.6. Bespoke Content:

On request, Beyond Satisfaction Academy can design and implement bespoke or heavily customized content and modules for the organisation / property.
Bespoke work requires an estimated preparation and implementation period of 1–2 months from written agreement and provision of required information.
Bespoke solutions are subject to a separate agreement and attract a higher monthly membership fee to reflect the additional work and ongoing maintenance.
All bespoke content, unless explicitly agreed otherwise in writing, remains the intellectual property of Beyond Satisfaction Academy and is licensed to you for internal use only.

9/ Intellectual Property

9.1. Ownership: All Platform content, materials, and training resources remain the property of Beyond Satisfaction Academy.

9.2. License Grant: The organisation / property is granted a limited, non-exclusive, non-transferable license to access and use the Platform for internal staff training only.

9.3. Restrictions: Customers may not copy, modify, adapt, translate, reverse-engineer, or create derivative works from the Platform content.

10/ Data and Privacy

10.1. User Data: We collect and process user data (names, emails, learning progress) to deliver and improve the Platform. See our Privacy Policy for full details.

10.2. Confidentiality: Beyond Satisfaction Academy will keep all Organisation data confidential and comply with applicable data protection laws (GDPR, UK Data Protection Act 2018).

10.3. Data Retention: User data is retained for the duration of the membership and 12 months thereafter unless legally required to retain longer.

11/ Liability and Indemnity

11.1. Service Availability: We aim for 99% platform uptime but do not guarantee uninterrupted service. We are not liable for temporary outages or interruptions.

11.2. Limitation of Liability: Beyond Satisfaction Academy is not liable for indirect, incidental, or consequential damages (lost revenue, lost data, reputational harm) arising from Platform use.

11.3. Disclaimer: The Platform is provided "as is." We do not warrant that the Platform will meet specific business outcomes or goals.

Terms and Conditions related to Training enquiries

12/ Enquiries and payments

12.1. Enquiries on a specific date will be accepted depending on our availability. Therefore, you will not receive any invoice and confirmation email from us until the date(s) requested match with our availability and are agreed both by you and us.

12.2. Everything else related to the delivery of the service(s) such as the service itself, the details of the service, the beginning and finishing time, the pricing and the place must also be discussed and agreed on before we issue you with an invoice.

12.3. As mentioned above on the part “Words and sentences”, after discussing and agreeing with us by email all the information related to the delivery of the service, you will then receive by email an invoice as well as our terms and conditions alongside in order to proceed to the payment.

Your payment will be received by Beyond Satisfaction as a confirmation of your agreement with:

The service itself specified on your invoice and proposal
All the information sent to you on your invoice
The present terms and conditions sent to you alongside with the invoice
The information written on the emails sent to confirm the enquiry

12.4 Every payment must be made before the delivery of the service, payment being the confirmation of the delivery of the service.

12.5. Once the invoice is sent to you alongside with the terms and conditions on the confirmation email, the date(s) of the service will be on hold for you during 5 working days from the date you received the email (bank holidays or any other days off not included). The payment being the confirmation of the service, if no payment has been made by then, your enquiry may be cancelled and we reserve the right to book this date with another enquiry and confirm it.

12.6. Payment must also be made at least 5 working days before the first date of the delivery of the service (bank holidays or any other days off not included).

12.7. In case you have not made the payment on time and the date has been released, if you are still interested by the enquired service and want to re-enquire the date or another date, feel free to contact us and we will happily assist.

12.8. In case of a last-minute enquiry (from 4 working days to the day before the beginning of the date enquired), we will do our best to accommodate but may not be available. If not, we will be more than happy to accommodate on another date.

12.9. Once payment is made and booking is confirmed, the enquired service will be provided as agreed in the invoice and as per these terms and conditions.

12.10. We agree to take any enquiries, but it will not be mandatory for us to provide any services if a confirmed payment is not made in accordance with this agreement. Either you or us may cancel an enquiry before the payment is made as only payment is received by Beyond Satisfaction as final confirmation.

12.11. You can cancel a confirmed booking if you want to, but you must pay our cancellation fees. The cancellations fees for all our enquiries will be free up to 10 working days before the beginning of the enquired service. Any cancellation from 9 working days onwards before the first day of the service delivery will be charged 40% of the total price (upfront payment for recruitment services).

12.12. A cancellation request must be sent by email to contact@beyondsatisfaction.co.uk.

12.13. Considering that you have paid the total price of the enquired service before its delivery, we will refund you the amount you are entitled to get back depending on the percentage of your cancellation fees.

12.14. In the event where you want to postpone a confirmed booking to another date, no fees will be charged but postponement must be made and confirmed at least 5 working days before the beginning of the training and matching with our mutual availability.

12.15. In some extreme circumstances (such as urgent personal reasons or other external circumstances beyond our control), we may be in situations where we have to cancel a confirmed enquiry. In that case, you will be fully refunded and you will be able to enquire another date to receive the enquired service with a 30% discount on the total price. However, the enquired service itself must stay the same.

13/ On-site Training courses

13.1. Details of the Training courses are listed and specified on the website. We are more than happy to provide you with more information by email if you need but please be aware that we unable to provide you with the Training presentation itself.

13.2 Most of our courses are made bespoke based on your own needs. If you have any needs or anything specific you would like to discuss, we will discuss it with you directly and make your course bespoke accordingly.

13.3. All the on-site sessions are to be delivered to the company’s premises. Indeed, we do not possess any premise to deliver the Training. Therefore, a room with screen/projector as well as all the equipment necessary for the attendee and the delivery of the Training (chairs, tables, flipcharts, pens and pads, water, etc..) should be provided within the premises directly by the company.

13.4. In case the company does not possess any premise to deliver the Training course, we are more than happy to discuss and agree alternative solutions.

13.5. In case the company does not possess any premise to deliver the Training course and a room in a meeting venue is booked, the cost of the booking and anything related to it will be included in the invoice.

13.6. Beyond Satisfaction is not liable for loss or damage to your equipment or other belongings as well as those of the attendees of the Training provided.

13.7. The Training course will respect the training timings provided both in the invoice and final invoice but under some circumstances, the Training time can vary (be slightly longer or shorter) as it will depends on the participation of and questions from the attendees during the training itself.

13.8. For training courses, in the circumstances an attendee does not attend the Training on the day, you will not be entitled to any refund.

14/ Online courses

14.1. Online training courses will be delivered via our premium zoom account – a link to the session will be sent to you a week before the day of the training course.

14.2. From the beginning time of the course, a 5-minutes waiting time will be allowed before starting the course in case of any delay – after the 5 minutes of waiting time are done, the course will start even if attendee(s) are still missing (though any late attendee will be accepted to the session at any time even if it is after the 5 first minutes).

14.3. For online sessions, please be informed that no refund will be made if one of the attendees arrives late or does not show up to a course.

15/ Training presentations

15.1. Full training presentations cannot be sent or shared to anyone for obvious confidentiality and copyright reasons. They can only be displayed on the day of the Training course. Exceptions can be discussed on a case-by-case basis.

15.2. Full training presentations are not available on our website either. However, each Training course is properly explained in detail on our website and additional information can be given to you when you are making an enquiry.

15.3. If you need the presentation to be adapted to your company’s needs, I can do it under certain conditions such as:

The time between the date enquiry and the date enquired for the training Programme will have to be long enough in order to give me time to adjust the presentation
Even though we are making the courses bespoke for free, an additional cost may occur if your specific needs require a full change or building “from scratch” of the presentation

15.4. We unfortunately do not provide the attendees with the Training presentation at the end of the Training course. However, we will give them specific materials, takeaways and key slides to be aware and follow-up on at the end of /after the course.

16/ Health & Safety

16.1. We agree to follow any Health and Safety measures and procedures in place on your premises. It is therefore your responsibility to ensure safety at all times within the premises.

16.2. The delivery of the enquired service may be cancelled by us at any time if its delivery is being prevented by any circumstances beyond your or my control (Example: Lockdown, last minute situation making in danger yourself or myself).

16.3. In the event of an unexpected circumstance or a force majeure forcing us to cancel the delivery of the enquired service, you will be entirely refunded.

16.4. During the delivery of an on-site or online training, the trainer has the right to ask one or more attendees to leave the room where the training is being delivered if there is from this (or these) attendee(s) a clear misconduct / disrespectful behaviour affecting the delivery of the course and/or anything related to Health and Safety.

17/ Travel

17.1. Beyond Satisfaction is delivering Training all around the United Kingdom and abroad either on-site or remotely.

17.2. As Beyond Satisfaction is a London-based company, we will have to travel to where your company is located in order to deliver services if you are outside London and require the services to be delivered on-site.

17.3. If accommodation is required, you can either offer accommodation or pay an additional cost of £120 to be charged within the total price of your enquiry in order to cover the accommodation cost.

17.4. If your company is outside London, we will also charge the transportation cost (the exact cost will be indicated directly on you invoice).

18/ Exclusivity and Intellectual Property

18.1. All materials, documentation, and training programmes provided by the Agency remain the intellectual property of the Agency and must not be shared, copied, or distributed without prior written consent.

Other important Terms and Conditions

19/ Force Majeure

19.1. For in-person training, we shall not be held responsible for any delays or failure to provide services due to circumstances beyond its reasonable control, such as personal issues (health, loss of a family member), natural disasters, pandemics, strikes, or political unrest.

19.2. The agency may therefore have to stop providing its services without notice in case any of the above is happening or if any of the clauses of this Terms and Conditions are not respected from the client’s end.

20/ Amendments and Revisions

20.1. We reserve the right to amend these Terms and Conditions when needed and will let you know of any changes impacting you.

20.2. Any amendments will take effect from the date specified in the notice unless the Client raises concerns in writing.

20.3. These terms and conditions will be valid unless (must include both parts):

It has been confirmed otherwise by both you and me in writing (that we will update/change one part (or more) of these terms and conditions
Updated terms and conditions has been sent to you and approved either by you proceeding with the online payment or either with your signature

21/ Copyright

21.1. Beyond Satisfaction retain the property rights in all of the documents, presentations, software or marketing equipment which are being used in order to deliver all services and made available for you or your company.

21.2. Therefore, as all our content is subject to intellectual property rights, any of our documents, presentation, software or marketing equipment cannot be copied, used, modified or sold under any circumstances except with written permission from us.

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