Terms and Conditions
Art. 1 Definitions
The following definitions apply in these Terms and Conditions, unless otherwise stated and shall have the meaning given below:
“Contract” – the agreement between the parties under which Improve provides Services to the Customer, which incorporates the Terms and Conditions, the Registration Form, Service and Privacy Policy and any other applicable schedules, attachments, annexures and statements of work relating to the Services.
“Customer” – any legal entity or individual person who completes a Registration Form to enrol their employees, or to enrol themselves (as the case may be) to attend one or more of the Services.
“Delegate” –the individual person that meets the requirements set out by Improve and who will receive the Services pursuant to the Contract and who may or may not be a Customer. Where a Delegate is not a Customer shall accept the terms and conditions applicable to Delegates.
If the booking is made by a Customer on behalf of a Delegate, the Customer is responsible for ensuring: (i) that the Delegate meets the requirements to attend the specific Service(s); and (ii) that the Delegate has viewed and accepted these Terms and Conditions.
“Improve” – Improve International Ltd a limited liability company with registered office and main trading address in Ground Floor, Delta 1200 Welton Road, Delta Business Park, Swindon Wiltshire SN5 7XZ, England. Registered in England, no. 3568194, VAT no. 372395967 which, in accordance with and subject to these Terms and Conditions and Improve’s Privacy Policy, is the provider of the Services;
“Improve International Group” – Improve, its holding companies and all its subsidiaries and affiliates.
“Invoice” – the fiscal document issued by Improve to the Customer confirming the Services ordered by the Customer which shall include the amount to be paid by Customer for the provision of those Services and the timescale for making payment.
“Registration Form” – the form filled in by the Customer, physically or electronically, with the data requested therein, including (without limitation) the choice of the Service.
“Services” – Any and all courses or training, events, publications or subscriptions made available at any given time by any Improve Group company and supplied to the Customer pursuant to the Contract.
“Terms and Conditions” – Improve’s terms and conditions set out in this document, which shall govern the relationship between the parties.
Art. 2 Contract Structure and Formation
2.1 The Contract is made up of the following documents, which together govern the relationship between the parties:
a) These Terms and Conditions;
b) The Registration Form;
c) The Policies related to the provision of Services;
d) Financial documents relating to the Service (Including the Invoice).
The Customer’s attention is drawn in particular to Art 6.3 (Payment due on Cancellation), Art. 10 (Cancellation and Modification), and Art. 13 (Liability).
2.2 The Customer agrees that by creating an account on the Improve website and/or completing the Registration Form on the Improve website together with making partial or full payment (instalment payment or payment in full, respectively) for the Service, the Customer agrees to be bound by this Contract.
2.3 Whenever a Client purchases the Service(s) by telephone, the Contract shall be deemed concluded when Improve has received confirmation of: (i) the Client’s details, (ii) the selected Service, (iii) the Terms and Conditions, and (iv) partial or full payment of the Service(s).
At Improve’s sole discretion, the requirement for partial or full payment may be replaced by the receipt of a valid Purchase Order from the Client for the Services.
Art. 3 Contract Subject
This Contract has as its purpose the provision of Services when requested by a through the competition of a Registration Form and the payment (in full or in instalments) thereof, in accordance with these Term and Conditions.
Art. 4 Provision of Personal Data
4.1 The Customer acknowledges that it is mandatory for the Customer or a Delegate (as the case may be) to provide certain personal data in order to complete the Contract in accordance with 2.2 above and receive the Services.
4.2 By registering for the provision of a Service, the Customer undertakes to provide the information requested in the Registration Form, or other information that may be required by other means and that Improve considers necessary for the provision of the Service requested. Improve may ask the Customer for evidence of its eligibility to enrol for a Service, such as details of their professional membership and/or registration number, or education certificates. In the event that the Customer or any Delegate is deemed by Improve to be ineligible, Improve shall issue a refund for any Service that the Customer has paid in respect of Services that the Customer and/or Delegate has not received.
4.3 The information provided by the Customer must be true, accurate, up to date, and complete, including, but not limited to, information relating to the requirements necessary for attendance at any Service to which the Customer subscribes.
4.4 The Customer must, whenever there is a change to the information provided, update it immediately.
4.5 Under the terms of the preceding paragraphs of this Art. 4, Improve may rely on the information provided by the Customer without any need to satisfy itself as to its accuracy, completeness or partiality.
4.6 Improve will treat the personal data and information referred to in this Art. 4 in accordance with its Privacy Policy.
Art. 5 Duration of the Contract
5.1 The Contract shall commence on the date Improve receives the first payment in respect of the Services and, unless terminated in accordance with these Terms and Conditions, shall continue in full force and effect for the duration necessary for the provision of the requested Service and its payment in full.
5.2 Improve shall make all reasonable efforts to deliver the Services on the dates and under the conditions presented. However, the Customer acknowledges and accepts that such dates may be subject to change for operational reasons or unforeseen circumstances. Improve shall not be liable, nor shall it be deemed in breach of contract, for delays in the provision of the Service, changes to the dates, venue or replacement of trainers, provided that such changes are communicated to the Customer with as much advance notice as reasonably possible.
5.3 In the event that the Service is cancelled for reasons attributable to Improve, the Customer shall be entitled only to a refund of the amounts actually paid, and Improve shall have no liability for any other expenses or losses, including, but not limited to, travel, accommodation, transportation or subsistence, except where the cancellation results from gross negligence or wilful misconduct on the part of Improve.
Art. 6 Fees, Payment and Invoicing
6.1 The price of each Service is the price presented by Improve and confirmed in the Invoice issued to the Customer (“Service Price”), which must be paid by the Customer at the time and according to the payment methods presented for each Service.
6.2 In accordance with applicable consumer protection legislation, the Customer has the right to cancel the Service and request a full refund of any amounts paid within fourteen (14) days from the date of registration, without incurring any additional charges.
This right shall not apply, and shall be deemed waived, if the provision of the Service commences with the Customer’s explicit consent before the expiry of the fourteen-day cancellation period (the attendance or participation in the Services shall be deemed as express consent), or where the Service relates to leisure or training activities scheduled for a specific date or period, as permitted under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.
6.3 The Customer shall pay the Service Price, either in full or in part, according to the chosen payment method, at the time of registration. Payment at that time is a necessary condition to secure a place in the selected Service. If payment is not made as indicated above, Improve reserves the right not to guarantee that place.
6.3.1 Without prejudice to the generality of Art 6.3, if Improve has agreed that the Customer may pay in instalments and there is a delay in payment of an instalment, Improve shall be entitled to ask for full payment of the outstanding balance, and apply a charge of interest for late payments, before allowing the Customer or the Delegate (as the case may be) to continue to attend to the Services.
6.3.2 If Improve has agreed that the Customer may pay by direct debit and such direct debit is cancelled by the Customer at any time, without notification to Improve and unilaterally, the Customer will be charged an additional amount (Administrative Fee).
6.3.3 Subject to the provisions of Art. 10, if the Customer or any Delegate cancels or abandons a course, other than in accordance with Art. 6.2 or as otherwise agreed in writing with Improve, Improve shall be entitled, in its sole discretion, to demand immediate payment of any unpaid Service Price so that the Service Price is paid in full.
6.4 Payments must be made using the payment method specified by Improve.
6.5 A Customer or a Delegate booking for the Service requested is only deemed complete after: i) the Customer and/or Delegate completing all the necessary pre-registration documentation to the satisfaction of Improve; ii) Improve receives payment of an initial deposit or the full amount of the Service Price, in accordance with the selected payment method (in instalments or in full). and iii) the acceptance of this Terms and Conditions.
6.6 Documentation relating to payments, including (without limitation) Invoices, will be sent by electronic mail (e-mail) and to the address provided at the time of registration by the Customer.
6.7 Changes to a Customer (or Delegate’s) email address, or requests to receive documentation by another means, must be made in writing to Improve or recorded on enrolment. Requests to change the payment method or payment plan, request paper documentation and or change to another entity on the Invoice, after it has been issued, will be subject to an additional charge (Administrative Fee). To receive details of applicable Administrative Fees, please send an email to: info.uk@improveinternational.com
6.8 Without prejudice to any rights Improve has under this Contract, if a Customer is experiencing hardship or other difficulties in meeting its payment obligations under this Art. 6, the Customer should contact Improve at info.uk@improveinternational.com as soon as possible to discuss the situation.
Art. 7 E-mail Policy
Improve routinely uses e-mail as the preferred means of communication with the Customer and for sending documentation, including (without limitation) financial documentation as Invoices. Improve regular virus checks of the computer systems which are used for this purpose. Whilst Improve shall use all reasonable endeavours to prevent the transmission of known viruses, the Customer and or Delegate should also check all incoming electronic messages for viruses and use appropriate anti-virus protection software to monitor its files, e-mail messages and their attachments.
Art. 8 Customer Obligations
8.1 The Customer undertakes under this Contract to provide true, accurate, up-to-date and complete information at all times, in particular information relating education and training, including any specific and necessary requirements to register for and attend Services. Corporate Customers providing the information on behalf of their employees must ensure that they obtain appropriate consent from such employees to provide it.
a) If such information changes, Customer must promptly inform Improve and must always keep the information up to date. Improve may rely on the information that is provided by Customer at any given time, without having to satisfy itself as to its veracity, timeliness, accuracy or partiality and shall not be liable for any lack of veracity.
b) The Customer is also obliged to inform Improve of any change to the Customer and / or Delegate contacts that have been provided to Improve. Improve cannot be held responsible for not notifying the Customer of the Services requested if the contacts are not up to date.
c) Customer must ensure that it informs Improve of any special dietary requirements or relevant health conditions of which Improve should be aware for the normal operation and provision of the Services to the Customer and / or Delegate.
8.2 The Customer is required under this Contract to pay for the course in full and in such timescales as are established by Improve and in the manner chosen by the Customer and accepted by Improve.
8.3 The Customer and/or the Delegate acknowledges that it is not permitted to take, copy, or broadcast any image or sound of the lessons, except with the express permission of Improve in writing.
8.4 Whenever the Services are provided in person the Customer and /or the Delegate must carry personal identification at all times when attending the Services.
Art. 9 Improve Obligations
9.1 Improve shall:
a) provide the Service with reasonable diligence and care;
b) ensure that speakers will be suitably experienced in the subject matter they will be teaching, PROVIDED THAT the Customer acknowledges and accepts that speakers are responsible for the accuracy and fidelity of the information they teach and provide and Improve is not responsible for any inaccuracies or errors, which may arise in oral or written form;
c) maintain the confidentiality of any confidential information provided to it by the Customer and expressly indicated by the Customer as being confidential information;
d) provide adequate security in accordance with applicable national legislation and the General Data Protection Regulation (EU);
e) Comply with the Privacy and Cookies Policy, which sets out how personal information provided to Improve by the Customer is obtained and processed.
Art. 10 Cancellation or Modification of the Service
10.1 By the Customer:
a) The Customer (as Delegate or as corporate employer of a Delegate) may request the substitution for another person in place of a Delegate either in a Service in its entirety or in part or only in one or some modules of that Service. However, in order for this to be analysed the Customer shall notify Improve in advance in writing with the name of the Delegate who will be attending the Service, or modules of the Service, so that Customer record accurately reflects the attendance. Only upon Improve confirmation of acceptance of the change will the substitute person be able to attend the course or module.
b) In the event that a Delegate misses attending a module or modules the Delegate may submit a written request to attend an alternative or similar module which is available the next time that Service is provided by Improve. Improve, at its absolute discretion, shall decide whether or not to accept such a request and shall confirm its decision in writing.
If the above request is accepted by Improve, an additional amount can be charged for administrative costs related to the alteration (Administrative Fee).
c) If the Customer wishes to cancel a Service to which they have subscribed they may do so if the Service has not yet been provided, subject to Art. 10.1(d) and (e), and the cancellation must be sent in writing to Improve via email to: info.uk@improveinternational.com
d) If the Service is cancelled by the Customer 30 days or more before the date scheduled for the start of the Service, the Customer will be charged the amount correspondent or equivalent to the deposit with the exception of cancellation pursuant to Art. 6.2 of these Terms and Conditions.
e) If the Service is cancelled or abandoned by the Customer or Delegate within 30 days prior to the scheduled start date or after, the Customer shall not be entitled to a refund, with the exception of cancellation pursuant to Art. 6.2 of these Terms and Conditions, and the total Service Price shall become due and payable by the Customer.
10.2 By Improve:
a) If a course cannot take place (for example, due to an insufficient number of registrations, illness of the trainer, or other unforeseen circumstances), Improve shall notify the Customer as soon as reasonably possible and refund in full any fees already paid. Improve shall not be liable for any other expenses or losses incurred by the Customer, including, but not limited to, travel, transport, accommodation or meals, except where the cancellation results from gross negligence or wilful misconduct on the part of Improve.
b) Improve reserves the right, in exceptional circumstances, to change the dates, venue or trainers of the course. In such cases, Improve shall inform the Customer with as much advance notice as reasonably possible, and no compensation or additional refund shall be due.
Art. 11 Insurance
Improve has the appropriate insurance cover for delivery of the Services. The Customer must also ensure that it has appropriate insurance in place to cover its, or any Delegates, participation in the Services, especially during practical sessions or visits to other facilities as well has observing the relevant country’s public health regulations.
Art. 12 Termination
12.1 Improve can terminate the Contract if:
a) with the Customer materially or persistently breaches the terms of the Contract;
b) the Customer fails to make punctual payment of any fee, or the Service Price in accordance with the Contract;
c) in relation to Customers, Improve becomes aware that the Customer (i) is the subject of a bankruptcy order (or any other equivalenting any other jurisdiction), (ii) has become insolvent or makes any arrangement or takes any action in that respect, (iii) or makes arrangements for the benefit of its creditors (iv) or if any of its assets are subject of any form of seizure;
d) in relation to corporate Customers, Improve can terminate this Contract if Customer becomes insolvent, enters into any form of winding up or arrangement with its creditors or becomes voluntarily or compulsorily bankrupt, or if a receiver or administrative receiver or administrator is appointed.
12.2 Failure to exercise, or delay in exercising, any rights under the Contract shall not be construed as a waiver of such rights, nor shall it prejudice any subsequent exercise thereof.
Art. 13 Liability
13.1 The extent of the parties’ liability under or in connection with the Contract (regardless of whether such liability arises in tort, contract or in any other way and whether or not caused by negligence or misrepresentation) shall be as set out in this Art. 13.
13.2 Subject to Art. 13.4, Improve’s total liability to the Customer or any Delegate shall not exceed, in aggregate, the amounts paid by such Customer in relation to the Services.
13.3 Subject to Art.13.4, Improve shall not be liable for consequential, indirect or special losses.
13.4 Nothing in this Contract shall be construed as restricting or excluding Improve’s liability for death or personal injury resulting from Improve’s negligence, or fraud or fraudulent misrepresentation or, any other liability which cannot be excluded or limited under applicable law.
13.5 Save as expressly set out in the Contract, Improve gives no warranty and makes no representations in relation to the Services and all warranties and conditions, whether express or implied by statute, common law or otherwise are excluded to the extent permitted.
Art. 14 Privacy Policy
14.1 Improve’s Privacy Policy can be found on the Improve website. By registering and subscribing to any of Improve Services, whether provided jointly or on behalf of a third party, the Customer consents to the processing and sharing of information with such entity(ies) for the purpose of receiving the contracted Services. Improve shall notify the Customer of the involvement of third parties in the presentation of the Service. Such entity(ies) may contact the Customer in accordance with their own Terms and Conditions, Privacy Policy, and other regulations.
If the Customer enrols in activities accredited and assessed by the International School of Veterinary Postgraduate Studies (ISVPS) and/or validated by any certification partners with whom Improve collaborates from time to time, the Customer acknowledges and agrees that Improve may share with such entities the information necessary for accreditation and certification purposes. Where relevant, Improve will ensure that contractual safeguards are put in place to ensure the protection of the Customer’s personal information that is disclosed to third parties.
14.2 The transmission of personal data to third parties other than those set out above will only be made in cases where this is permitted or required by law.
For clarification purposes, when the communication of data is made to official bodies or regulatory authorities, such communication shall be based on the legal or regulatory obligations applicable and therefore shall not depend on the Client’s consent.
Art. 15 Complaints and Dispute Resolution
15.1 If the Customer is not satisfied with any aspect of the Service, they can make a complaint in writing by email and Improve will confirm receipt to the Customer within three working days and the Customer will be informed of the progress of the complaint periodically, with a view to resolving the situation.
15.2 If any dispute arises in connection with this Contract, the parties agree to act in good faith and attempt to resolve the dispute between the parties in the first instance. If the dispute remains unresolved 30 days after one party notified the other of such dispute, the parties agree to enter into mediation in good faith to settle such a dispute and will do so in accordance with the Centre for Effective Dispute Resolution (CEDR) Model Mediation Procedure. Unless otherwise agreed between the parties within 14 days of notice of the dispute, the mediator will be nominated by CEDR. The commencement of a mediation will not prevent the parties commencing or continuing court proceedings.
Art. 16 Force Majeure
The parties shall not be liable either for delay in performance or for non-performance of any of their obligations under the Contract if such delay or non-performance is caused by Force Majeure. For the purposes of the Contract, Force Majeure shall be deemed to be any unforeseeable circumstances beyond the control of the parties, including but not limited to acts of God, fire, flood, explosion, riot, war (whether declared or not), hurricane, terrorism, major accident, epidemic, restriction or other act of the Government, acts or omissions of civil or military authorities, strike, industrial dispute (whether involving employees of Improve Group or not), which prevents either party from fulfilling its obligations under the Contract. The affected party shall notify the other party as soon as reasonably practicable and shall use reasonable endeavours to mitigate the effects of the Force Majeure event. The performance of obligations shall be suspended for the duration of the Force Majeure event, and neither party shall incur liability or be entitled to compensation as a result of such suspension.
Art. 17 General
17.1 For the purposes of this Contract, any notice required, necessary or permitted to be given by either party shall be in writing to the email address which at the time has been provided to the other party for the purposes of this Contract.
17.2 These Terms and Conditions and the Privacy Policy may be amended at any time by Improve.
17.3 Improve may at any time, and without notifying the Customer, make any changes to the courses that are necessary to comply with any applicable safety or other statutory requirements, which do not materially affect the nature or quality of the courses.
17.4 Except as expressly provided for in this Art 17.4, a person who is not a party to the Contract shall not have any rights to enforce any of the provisions of the Contract, PROVIDED THAT any company within the Improve International Group shall be entitled to enforce any of the provisions of the Contract. The consent of any such entity is not required in order to rescind or vary the Contract or any provision of it.
17.5 The parties are independent persons and are not partners, principal and agent or employer and employee and the Contract does not establish any joint venture, trust, fiduciary or other relationship between them, other than the contractual relationship expressly provided for in it. None of the parties shall have, nor shall represent that they have, any authority to make any commitments on the other party’s behalf.
17.6 The Contract shall be construed so that all of its provisions are effective and valid under applicable law; but if any of the provisions of the Contract are held by competent authority to be invalid, void, or unenforceable, in whole or in part, the validity in part of them and of the remaining provisions of this Contract shall remain valid unaffected.
17.7 The parties agree that the Contract constitutes the entire agreement between them and supersedes all previous agreements, understandings and arrangements between them, whether in writing or oral in respect of its subject matter.
17.8 Each party acknowledges that it has not entered into the Contract in reliance on, and shall have no remedies in respect of, any representation or warranty that is not expressly set out in the Contract. No party shall have any claim for innocent or negligent misrepresentation on the basis of any statement in the Contract.
Art. 18 Applicable Law and Jurisdiction
This Contract and any dispute or claim arising out of, or in connection with it, shall be governed by, and construed in accordance with, the laws of England and Wales.
The parties irrevocably agree that the courts of England and Wales shall have exclusive jurisdiction to settle any dispute or claim arising out of, or in connection with, the Contract.
Version 5 – October 2025
