Terms & Conditions


“Agreement” means these terms and conditions and (depending on the type of Training Services) (i) the course outline and Frontline’s acceptance of the booking or (ii) the Proposal.

“Charges” means the charges for the Training Services set out in the quotation or the Course Outline / Proposal.

“the Client” means the client identified in the booking process or the Course Outline / Proposal. “Clause” means a clause in these terms and conditions.

“the Date(s) for the Training Services” means the date(s) upon which the Training Services are to take place as set out in the client booking or the Course Outline / Proposal.

“Delegates” means the numbers of the Client’s staff who are to receive the training services as set out in the booking or the Course Outline / proposal.

“Expenses” means expenses incurred in respect of travel and accommodation wholly and necessarily for the purposes of the Agreement as may be identified in a Proposal.

“Frontline” means any training organisation under the Frontline Group umbrella. This includes ‘Frontline Training’, ‘Mental Health Training’ and ‘Telephone Conflict Training’

“Personal Data” means the data which relates to a living individual who can be identified from that data or from that data and other information and which is provided to Insight by the Client.

“Course Outline” or “Proposal” means the agreed course structure and teaching intentions for the training event. This Course Outline / Proposal must be agreed prior to training delivery “the Trainer” means the person delivering the Training Services.

“the Training Location” means the place at which the Training Services are to be provided by Frontline as set out in the Booking Form or the Course Outline / Proposal.

“Training Services” means the training services ordered by the Client or agreed Course Outline / Proposal.


2.1 Frontline shall provide the Training Services on the Date(s) for the Training Services and in accordance with these terms and conditions.
2.2 Up until 72 hours before the Training Services are due to commence, Frontline may by notice in writing alter the Training Location provided that the new location is within 5 miles of the original location.


3.1 If The Client or Delegate identified in a Booking Form or a Course Outline / Proposal wishes to cancel or transfer to another course, the following fees shall be due:

42 working days plus – 25%
41-32 working days – 50%
31-22 working days – 75%
21 working days or less – 100%

3.2 A substitute delegate may be provided at no cost.
3.3 Notification of any cancellation or transfer must be made in writing to the Training Manager at Frontline Group, 5 Parker House, Mansfield Road, Derby DE21 4SZ

Delegates shall act reasonably throughout the training. Frontline may remove a Delegate from a course, where, in the opinion of the Trainer, which shall be final, the Delegate is behaving unreasonably.

5.1 The Charges for Training Services which are subject to a Booking shall be due upon
booking and shall be paid within 7 days of the date of Insight’s invoice.
5.2 The Charges for the Training Services which are subject to a Proposal and related Expenses shall be due upon completion of the Training Services and payable within 30 days of the date of Frontline’s invoice.
5.3 The Client shall pay the Charges without deduction or set-off.
5.4 Any amendments to the course outline may be charged at Frontline’s net price per hour.
5.5 Any time in discussing issues in relation to Training Services or discussing issues raised by Delegates / the Client will be charged at Frontline’s net price per hour
5.6 Sums due under this Agreement are exclusive of VAT which shall be payable by the Client.