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Training Terms and Conditions

Mountainview is an Accredited Training Organization (ATO) that is bound by the regulatory requirements of the Accreditor and Exam Institute and we will makes changes to comply accordingly and may occur at anytime.

 

By purchasing a Training Program you agree with the following terms and conditions:

  1. eLearning On-line Courses (Web Training, CBT, Mentored)

    1. Student will receive instructions via email for starting the course approximately 1 business day after confirmation of payment and prerequisites (if required)

    2. Student must contact us if the email is not received more than 2 business day after purchase (check your junk mail and spam filters)

    3. Student must be enrolled in the course to order the exam due to Accreditation Requirements

    4. Course extensions, exam re-takes, course restarts, e-Tutoring, publications, etc. must be purchased through the course

    5. STUDENT IDENTITY:  REGISTERED EMAIL ADDRESS

      • You must use ONLY 1 (ONE) email address to verify the student's identity - there are NO EXCEPTIONS due to ACCREDITATION RULES and exam fraud

      • We assume that your REGISTERED EMAIL ADDRESS is the one that was used to purchase the course

      • If you wish to use another email for any reason then you must notify us of this change BEFORE YOU START YOUR COURSE and we will send you instructions - the purchasing email may no longer be used for the course after this change

      • If you want to change your STUDENT IDENTITY (REGISTERED EMAIL ADDRESS) after you start the course then there is an admin fee

  2. Accredited Trainers and Training Confirmation

    1. Trainer's will respond to queries submitted via email within 1 business day

    2. e-Tutoring  for Web Training is optional if a student wants to work directly with an assigned trainer

    3. Trainers provide training confirmation to the Exam Institute directly

    4. Trainers are responsible for ensuring that all Exam Requirements are met and may deny a student from writing the exam if the prerequisites are not met

  3. Prerequisites

    1. Student must have all prerequisites specified in the Course Syllabus

    2. Student must complete all mandatory assignments and approved by a trainer before an exam is requested

    3. Student understands that eLearning (Web, CBT, DVD) is self-study and designed for experienced students and has reviewed the details of this eLearning venue (click for details)

    4. The Accreditation Quality Management System prohibits concurrent advanced courses unless approved by an Accredited Trainer - how exceptions may apply based on experience

  4. Cancellation

    1. Web Training is an intangible service.  This means all of the training material and the final exam from the exam institute are handled electronically.  The certificate is in digital PDF format.  By purchasing Web Training you accept that you have received a tangible service even though a tangible product like a manual, exam paper, paper certificate is not shipped to you.

    2. If course purchased less than a year ago: A 100% refund on the exam portion less an administration fee; Any on-line or digital service that has be delivered will not be refunded

    3. Once a course is started the student gains full access to all the materials and can download all the materials so we consequently cannot refund part or all of the course - obviously when a course has not started then a refund will be given - this is a precaution to prevent unscrupulous competitors from getting free access to our course material

    4. If course purchased more than a year ago: Not refundable but a credit of the value of the service can be used towards other Mountainview Training or Services

    5. Courses are transferrable if Mountainview is notified otherwise an administration fee will be applied

    6. Booked e-Tutoring must be cancelled at least 1 business before the start time otherwise the session is forfeited

  5. Exams

    1. Exam prices are controlled by the Accreditor and Exam Institutes and are subject to change at any time

    2. Effective on January 1, 2014 the Official ITIL® Accreditor increased exam prices and the student must pay a surcharge if the exam is purchased before Jan 1, 2014 and taken after Dec 31, 2013.

    3. Effective on January 1, 2016 the Official ITIL® Accreditor increased exam prices and the student must pay a surcharge if the exam is purchased before Jan 1, 2016 and taken after Dec 31, 2015.

    4. An administration fee will be charged if the student requests a change after the exam has been scheduled

    5. An administration fee will be charged if an exam with another testing center, exam provider or exam institute is requested

  6. Minimum system requirements for Web Training and Virtual Training

    1. Student must test the demo (click here) to verify operation on their system

    2. Web browser (Firefox, IE, Chrome, Safari) with Flash and Java

    3. Adobe Reader

    4. Physical Memory: 512MB

    5. Speakers

    6. Keyboard and Mouse

    7. Internet broadband connection

    8. 800x600 screen resolution

    9. Microphone if you want to speak to a trainer

  7. Code of conduct, probation and expulsion

    1. If a student Violates Accreditation Guidelines, Code of Decent Human Conduct, Policies or Procedures then it is grounds for Probation and and if this behaviour continues then they may be Expelled from a program.

    2. This behaviour includes but is not limited to the following: • cheating on the exam •  forging a training confirmation • forging an exam supervisor NDA • forging prerequisites • insufficient course attendance • incomplete assignments • non-compliance to terms and conditions • disrupting a class • unprofessional conduct • lewd behaviour • racism • defamation • slander • insubordination • unauthorized sharing and distribution of training material in any format

    3. The Probation and Expulsion procedure is as follows:

      • Strike 1: A letter of notification will be sent outlining the details of the breach and consequences

      • Strike 2: If this conduct continues a second letter of notification will sent outlining the details of the breach and consequences

      • Strike 3: If this conduct still continues then a final letter of termination will sent and your money be refunded for the unused portion minus an admin fee

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