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 recruitment and training services.
1.2. "Client" refers to the company or individual engaging the Agency's services for recruitment and/or training of candidates.
1.3. "Candidate" refers to any individual introduced by the Agency to the Client for potential employment.
1.4. “Recruitment” or “recruiting process” refer to the processes the agency is going through together with the Client’s support to successfully find and recruit the right candidate.
1.5. "Placement" refers to the successful employment of a Candidate by the Client, either through a permanent, contract, or temporary position.
1.6. "Recruitment Fee" refers to the percentage of the Candidate's annual salary (or equivalent) that the Client agrees to pay for the Agency's services.
1.7. "Guarantee Period" refers to the time after the Candidate's start date during which the Agency may provide a replacement under specified conditions.
1.8. "Retainer" refers to a fixed, recurring fee paid by the Client to retain ongoing recruitment services from the Agency.
1.9. "Agreement" refers to the legally binding contract between the Client and the Agency outlining the terms and conditions of the recruitment and/or training services.
1.10. “Training course” means any Training course we deliver to you as it is explained and detailed on our website
1.11. “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.
1.12. “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.
1.13. “Enquiry form” means the form you are filling out on our website in order to make an enquiry for one of our services.
1.14. “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.
1.15. “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.
1.16. “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.
1.17. “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.
1.18. “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.
1.19. ‘Payment’ means the payment made by you either via BACS transfer or card payment if you agree with to receive the service 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
1.20. “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.
1.21. “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).
1.22. “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 activity following my Terms and Conditions.
1.23. “Me/I/my/we” means Beyond Satisfaction, its Founder Pierre Bauzee and anyone else involved in the service delivery such as our freelance trainers or employment law solicitors.
1.24. “Attendee(s)” means one or more person attending the training programme/course provided by us in the limit of 20 attendees.
1.25. “Cancellation” means a written notification to me by email by which you cancel a confirmed booking. 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).
1.26. “Cancellation fees” means the fees payable by you if you cancel a booking already confirmed and paid following the instructions and rules of sections 4, 8 and 12 of these terms and conditions.
1.27. “Postponement fees” means the fees payable by you if you postpone a booking already confirmed and paid following the instructions and rules of sections 4, 8 and 12 of these terms and conditions.
1.28. “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).
1.29. “Working days” means any day of the week excluding bank holidays and weekends.
1.30. “Online Training courses” means any Training course we deliver online to you on specific days and for specific courses to you or your team.
Terms and Conditions related to Recruitment enquiries
2/ Recruitment service provided
2.1. The Agency offers recruitment and training services for roles in hospitality, retail, customer service, private medical sector or call/contact centres. It also offers these services for any other customer service roles from other types of industries.
2.2. The Agency will source, screen and introduce suitable Candidates for the roles as outlined by the Client.
2.3. Upon agreement with the Client, the Agency may also provide training services (focusing mostly on customer service but also on any other types of training the client would like to provide the candidate(s) part of their induction) in order to equip candidates with necessary skills for the role.
2.4. The Agency is not liable for the performance of the Candidate after placement, nor is it responsible for any issues arising from the employment relationship, except as outlined in the guarantee period terms.
2.5. As long as the Agency strictly follows the Client’s requirements and maintain a clear, consistent and open communication with them, the Client cannot decide nor dictate how the Agency conducts the recruitment.
2.6. The Agency is not responsible for anything that happens (such as last-minute candidate’s retraction) after we handover the confirmation and onboarding process to you once the candidate is found and approved from your end.
2.7. The length of recruitment given at the beginning of the recruitment process is only given as an indicator and the Agency cannot fully guarantee that we will stick to this timeline. This is due to all the different external factors that we are not in control of, such as the market itself, the last-minute changes from the Candidate / Client’s side or other factors that we are not in control. As long as the Agency strictly stick to all recruitment processes, we are not responsible if the time taken to find the right candidate is longer than the timeline initially mentioned.
3/ Fees and payment terms – Recruitment
3.1. Basic retainer offer:
-
Upfront payment: The Client agrees to pay an upfront, non-refundable deposit of the agreed percentage of the estimated recruitment fee before the recruitment process begins.
-
Remaining Payment: The remaining percentage of the recruitment fee is due within 14 days after the candidate signed the contract.
-
Late payments: Failure to pay the remaining balance within the 14-day period will result in a 2% weekly interest charge on the outstanding amount.
3.1. Exclusivity offer:
-
Upfront payment: No upfront payments but the Client agrees to give exclusivity to us in finding the right candidate and sign an exclusivity agreement accordingly.
-
Full Payment: The full payment of the recruitment fee is due within 14 days after the candidate signed the contract.
-
Late payments: Failure to pay the remaining balance within the 14-day period will result in a 2% weekly interest charge on the outstanding amount.
3.3. Recruitment + Training offer:
-
Upfront payment: The Client agrees to pay an upfront, non-refundable deposit of the agreed percentage of the estimated recruitment fee before the recruitment and training process begins.
-
Payment schedule: The remaining percentage of the recruitment fee is due within 14 days after the candidate signed the contract but before the delivery of the first course (the course being delivered only after they signed the contract).
-
Late payments: Payments not received by the due dates will incur a 2% interest charge per week on the outstanding balance.
3.4. Monthly package offer:
-
The Client agrees to pay a recurring monthly retainer for ongoing recruitment services. This retainer will be paid at the start of each month.
-
For each Candidate placed, the Client will pay an additional fee of the agreed percentage of the Candidate's annual salary, payable within 14 days after the candidate signed the contract.
-
The Retainer is non-refundable, covering the Agency's work to secure talent during the duration of the Agreement.
4/ Payment method and terms
4.1 Payments are due via either bank transfer or via the link to make payment via credit card (that will be sent to you if you go for that option) as outlined on the invoice.
4.2 All payments must be made in GBP.
4.3 In the event of non-payment, the Agency reserves the right to withhold further services until the balance is settled.
5/ Guarantee period and replacement terms
5.1. Knowing the Agency will strictly stick to all requirements agreed with the Client in order to recruit the right candidate and knowing the Client is the one confirming if they want to hire the candidate once found, if a candidate leaves or is terminated within the first 30 days of employment, the Agency will not offer any refund.
5.2. A replacement or partial refund will not be offered neither if the Candidate is dismissed due to changes in the job role, organisational restructuring, or failure by the Client to fulfil agreed onboarding, training, or work environment standards.
5.3 Discretionary adjustments: The Agency reserves the right to offer discretionary compensation (e.g., a replacement or credit toward future services or free replacement as a gesture) on a case-by-case basis.
6/ Exclusivity and Client obligations
6.1 The Client agrees to exclusively engage the Agency for recruitment services for the specified role(s) during the Agreement period unless otherwise agreed in writing.
6.2 Should the Client hire a Candidate introduced by the Agency through other means within 12 months of the introduction, the full Recruitment Fee is payable.
6.3 The Client is responsible for providing the Agency with accurate and detailed job specifications, requirements, and timelines.
6.4. The Client is responsible for replying in a timely manner to the different emails and requests of confirmation sent by the Agency during the recruitment process. Not doing so may impact the length of the recruitment process (which we will not be responsible for if we did not receive the information or confirmation requested).
6.5. If the Client do not want to employ / move forward with the Candidate(s) found for them (even though they are matching with the requirements given and confirmed by the Client), the Agency will not be responsible if the recruitment length is longer than the timeline initially mentioned.
6.6. Based on the fact that the final decision is made by the Client, the candidate selection and hiring decision must be made based on objectives factors and should not be under any circumstances and any manners discriminatory.
6.7. Either it is the Candidates’ requirements, job specifications and timelines communicated by Client or all the different Client’s responsibilities in the recruiting process, every involvement from the Client’s end in such process must be done in line and accordance with the Equality Act 2010
7/ Right to Work and Legal Compliance
7.1 Though the Agency is responsible for initially checking the Candidate’s right to work in the UK, the Client is also responsible for verifying right-to-work status, visas, and any background checks required by law once more from their end.
7.2 The Client must ensure compliance with all relevant UK employment laws, including, but not limited to, employment contracts, benefits, and onboarding procedures.
8/ Termination of Agreement
8.1 Either party may terminate this Agreement by providing 14 days' written notice.
8.2 If the Client terminates the Agreement after recruitment has begun but before placement, the upfront payment is non-refundable.
8.3 If the Agency cannot find a suitable Candidate within the agreed-upon time frame, a refund of the upfront payment may be considered, subject to negotiations.
9/ Confidentiality
9.1 Both the Client and the Agency agree to maintain the confidentiality of all proprietary, business, and personal information exchanged during the recruitment process.
9.2 Candidate information must be treated as confidential and not shared with any third parties without the Agency’s consent.
10/ Exclusivity and Intellectual Property
10.1 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.
11/ Liability and Indemnity
11.1 The Agency shall not be liable for any indirect or consequential losses suffered by the Client, including lost profits, revenue, or business interruptions.
11.2 The Agency’s total liability shall not exceed the Recruitment Fee paid for the specific Candidate in question.
11.3 The Client agrees to indemnify the Agency against any claims arising from its failure to comply with employment regulations, unfair dismissals, or legal disputes relating to the Candidate.
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 4 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 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/ Guarantee period and replacement terms
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).
Other important Terms and Conditions
18/ Dispute Resolution
18.1 In the event of a dispute, both parties agree to attempt resolution through good-faith negotiations.
18.2 If a resolution cannot be achieved within 30 days, both parties agree to seek mediation before pursuing legal action.
18.3 Any legal disputes shall be resolved in the courts of England and Wales, and this Agreement shall be governed by the laws of England and Wales.
19/ Force Majeure
19.1 The Agency shall not be held responsible for any delays or failure to provide services due to circumstances beyond its reasonable control, such as natural disasters, pandemics, strikes, or political unrest.
20/ Amendments and Revisions
20.1 The Agency reserves the right to amend these Terms and Conditions with 30 days' written notice to the Client.
20.2 Any amendments will take effect from the date specified in the notice unless the Client raises concerns in writing.
20.2. 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 myself.