Terms & conditions and complaint procedure

Introduction

1.1 These terms and conditions apply to the sale and provision of webinars and online masterclasses by ECB education to attendees.

1.2 By purchasing a webinar or online masterclass from ECB education, you agree to be bound by these terms and conditions.

Purchase of Webinars

2.1 The purchase of webinars and online masterclasses is done online via the ECB education website. Upon completion of payment, the purchaser will receive access to the webinar or online masterclass.

2.2 The purchaser is responsible for ensuring that they have the necessary equipment and internet connection to participate in the webinar or online masterclass.

Cancellation and Refund Policy

3.1 The purchaser may cancel their purchase and request a refund up to 30 days prior to the scheduled webinar or online masterclass. No refunds will be provided after this time.

3.2 If ECB education cancels a scheduled webinar or online masterclass, a full refund will be provided to the purchaser.

3.3 The purchaser is responsible for providing a correct and current email address to ECB education and must ensure proper configuration of their spam filter or other email security systems to ensure that emails from ECB-education are not unintentionally blocked or marked as spam.

3.4 If the purchaser does not log in to the webinar or online masterclass or its recording, or only watches part of the webinar, online masterclass or recording, this is considered to be the sole responsibility of the purchaser, and no refund will be provided.

3.5 The purchaser is responsible for updating the computer and ensuring the correct installation of necessary software for smooth operation of presentations including video clips.

Intellectual Property Rights

4.1 The content of the webinars and online masterclasses is the intellectual property of ECB education and / or the speaker and may not be reproduced or distributed without permission.

4.2 The purchaser is granted a non-exclusive, non-transferable license to access and use the webinar or online masterclass content for their personal professional development only.

Liability and complaints

5.1 ECB education is not liable for any loss or damage suffered by the purchaser as a result of the use of the webinar or online masterclass content.

5.2 ECB education is not liable for any loss or damage suffered by the purchaser resulting from technical difficulties with accessing the webinar, provided that ECB education has taken reasonable steps to ensure access.

5.3 Complaints will be addressed through our complaint procedure, which can be found in the annex at the bottom of this page.

Governing Law

6.1 These terms and conditions shall be governed by and construed in accordance with the laws of the Netherlands.

Amendments

7.1 ECB education reserves the right to amend these terms and conditions at any time. Any such amendments will be posted on ECB education's website.

7.2 The purchaser is advised to review these terms and conditions regularly.

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Annex:

Complaint procedure:

1. Introduction

This document outlines the complaint procedure for ECB Education, which offers continuing education courses for psychologists. We are committed to ensuring a high standard of quality in our courses and maintaining a professional learning environment. We understand that occasionally, concerns or complaints may arise. This procedure is designed to address any concerns or complaints promptly, fairly, and effectively.

2. Scope

This complaint procedure applies to all participants, including participating psychologists, trainers, and staff members involved in our continuing education courses.

3. Types of Complaints

Complaints can be related to, but not limited to, the following areas:

a. Course content, quality, or delivery
b. Instructors or trainers
c. Administrative or organizational issues
d. Technical issues or support
e. Breaches of professional ethics or conduct

4. Informal Resolution

Before filing a formal complaint, participants are encouraged to address their concerns informally with the relevant party (e.g., instructor, staff member). Many issues can be resolved quickly and effectively through open communication.

5. Formal Complaint Procedure

If a participant is not satisfied with the outcome of the informal resolution, they may submit a formal complaint following these steps:

Step 1: Submission of Complaint

The participant should submit a written complaint to info@ecb-education.com within 30 days of the incident or issue.

The complaint should include the participant's name, contact information, course name and date, a detailed description of the issue, and any supporting documentation.

Complaints will be acknowledged within five business days.

Step 2: Investigation

A designated Complaints Officer will investigate the complaint and gather relevant information from all involved parties.

The Complaints Officer may seek additional information or clarification from the complainant if necessary.

The investigation will be completed within 30 days, and the participant will be informed if there are any delays.

Step 3: Resolution

The Complaints Officer will review the investigation findings and determine an appropriate resolution.

The participant will be informed of the resolution in writing within 10 business days of the investigation's completion.

Step 4: Appeal

If the participant is not satisfied with the resolution, they may submit an appeal in writing to info@ecb-education.com within 15 days of receiving the resolution.

The appeal should include the original complaint, the resolution provided, and the reasons for the appeal.

The appeal will be reviewed by a designated external Appeals Officer who will make a final decision within 30 days.

The participant will be informed of the final decision in writing.

6. Confidentiality

All complaints and information provided during the complaint process will be treated as confidential. Information will only be shared with those individuals directly involved in the complaint resolution process.

7. Record Keeping

ECB Education will maintain records of all complaints, investigations, and resolutions for a period of three years. These records will be used to improve our course offerings and organizational processes.

8. Contact Information

For any questions or concerns regarding this complaint procedure, please contact Guus Feron at guus.feron@ecb-education.com.