KBC Minimum Service Standards Level Agreement

Provider: Karen Blake Coaching Ltd

Type of Service: Provision of Training Services

Service Period: 1st August 2023 – 31st July 2024


The purpose of this Karen Blake Coaching Service Level Agreement is to define the agreed commitments of Karen Blake Coaching Ltd (KBC) and Clients to ensure that service excellence is an integral part of the planning, resourcing, and delivery of all Training Supply services.

Supply of Training Services:

Karen Blake Coaching shall perform the Services on the date(s) specified in the Schedule or as otherwise agreed in writing between the parties. The Services shall be performed at the Location or at such other location as agreed between the parties in writing.

Where the Client wishes to reduce the number of Learners or vary the provision of any part of the Services, including the rearranging of agreed delivery dates, then it must notify Karen Blake Coaching in writing within 10 working days of the date on which the Services were due to be provided. Failure to provide notice within this timescale shall entitle Karen Blake Coaching to invoice the Client in full for the planned Services regardless of whether they are performed.

Karen Blake Coaching will require a minimum of 4 Learners to deliver its Training Services as set out in the schedule or otherwise agreed in writing between the parties. If the Client wishes to reduce the number of Learners, they must notify KBC within 10 working days of the date on which the Services were due to be provided. KBC shall invoice the Client in full for a minimum of 4 Learners.

Where Karen Blake Coaching is providing the Services to Learners, Karen Blake Coaching shall be entitled to request the removal of a Learner on reasonable grounds, including but not limited to misconduct and displays of abusive and/or aggressive behaviour. Karen Blake Coaching shall advise the Client as soon as reasonably possible of such an event.

Client Obligations:

1. To enable KBC to perform its obligations under the Contract, the Client shall:

  • Co-operate with KBC.
  • 1.2 Provide KBC with any information reasonably required by KBC.
  • 1.3 Obtain all necessary permissions and consents before the commencement of the Services and/or provision of the Courses; and
  • 1.4 Comply with such requirements as may be set out in the Service Specification or description of the Courses, or otherwise agreed between the parties.
  • 1.5 Provide all information as set out by government funding requirements.

2. The Client shall be liable to compensate KBC for any expenses incurred by KBC as a result of the Client’s failure to comply with Clause 1.

3. The Client must provide suitable and sufficient training facilities, large enough to accommodate all candidates, and the Course being                 undertaken; provide adequate comfortable seating and provision for written work, along with a power point and table for the                               trainer/tutor; provide suitable parking provision where possible for the trainer/tutor allowing for unloading of equipment. KBC reserves         the right to cancel training for the Courses if the training facilities are found to be inadequate.

Eligibility for and Outcome of Training Courses:

It is the Client’s responsibility to ensure that learners are free from any condition that would affect their capability to undertake their chosen Training/Workshop, and that they have the aptitude to cope with an intensive course of study.

KBC welcomes students with disabilities, but it remains their employer’s responsibility to ensure that they are appropriately supported in their workplace.

KBC should be provided in advance (and for setting up purposes) notification of any assistance that a student is likely to need during the running of a Training/Workshop session, which can be documented using the relevant form.

If KBC decides that a student has not achieved the learning outcomes of the course and/or the assessment standard (i.e., they are referred), then they will subsequently be offered a reassessment which may incur additional charges. Any further training or coaching over and above that provided on the course may also be charged for.

The Client acknowledges that if a Learner arrives late for a course or is absent from any session, KBC reserves the right to refuse to accept the Learner for training if KBC decides in its sole discretion that the learner will gain insufficient knowledge or skill in the time remaining. In all such cases, the full Learner fee remains payable. To conform with awarding body requirements for certification, attendance at all sessions is mandatory unless otherwise stated.

No award may be granted if all requirements are not met as required by the Awarding Organisation (AO). The Awarding Organisation (AO) has the right to withhold, withdraw, and deny approval for qualification. In this situation, no refund for fees paid will be provided, and in circumstances where the AO withholds a learner’s award for circumstances of gross misconduct, all outstanding monies will become immediately payable to the centre (Karen Blake Coaching Ltd.).


Should a Tutor be named to deliver the Training/Workshop then KBC shall use its reasonable endeavours to ensure that the named Tutor is available on the Training/Workshop Date. If this Tutor is not available for any reason, KBC shall notify the Client and offer a substitute Tutor.

If the Client is not willing to accept the substitute Tutor, the parties, acting in good faith shall agree an alternative date, dependent on the availability of the named Tutor and KBC shall have no other liability or responsibility for the unavailability of the named Tutor on the Course Date.

Terms of Payment:

Unless subject to separate agreed arrangements, the Client shall pay KBC within 30 days of the date of the invoice. If the Client fails to make payment on the due date, KBC shall be entitled to charge the Client interest at the annual rate of 8% above the base rate of Natwest plc. Unless otherwise agreed with KBC or required by law, the Client shall not be entitled to make any set-off in respect of amounts due to KBC. All course fees are subject to the current rate of VAT (valid exemptions only).


Cancellations must be made known to KBC before the date of the training or workshop session. If a Learner does not attend a training or workshop without giving prior notice to KBC, reducing the number of Learners to below 4, the minimum number of Learners’ fee remains payable.

Learners eligible for funding, which means the course will not cost a thing to complete (subject to eligibility), there is a £125 cancellation fee if a learner enrols and fails to complete or withdraw early from the course. This fee is to cover administration costs. We may be able to offer extensions if learners are unable to meet the set submission deadline.

Any Cancellation must be notified to Karen Blake Coaching in writing either via info@karenblakecoaching.com or qualifications@karenblakecoaching.com

Cancellation Fees are as follows:

Written notice period    Cancellation Fee

6 or more days                        None

3 – 5 working days                50% of Course Fee

Same Day                                100% of Course Fee/Minimum Learner rate


Funded Training                                                                           Cancellation Fee

After Enrolment/ Fails to complete/ Withdraw early                    £125

Cancellations must be communicated in writing to Karen Blake Coaching Ltd via:

Email: info@karenblakecoaching.com or qualifications@karenblakecoaching.com

Or mail to:

Karen Blake Coaching Ltd

Suite 7 Crownford

House Swan Street

Merthyr Tydfil

CF47 8EU

KBC Cancellation Policy