Terms & Conditions

1. About TTC and these terms
 
1.1       We are Transport Compliance Consultants Ltd, trading as Total Transport Compliance (TTC), a company registered in England and Wales with company number 16338424. Our registered office is 14 Spen Road, Leeds, LS16 5BT.
 
1.2       Contact us about bookings, services, cancellations or complaints at info@totaltransportcompliance.com or by post to our registered office at 14 Spen Road, Leeds, LS16 5BT. Our registered office is also our correspondence address.
 
1.3       These terms cover our website, Professional Compliance Training, consultancy, audits, regulatory preparation and support, and Continued Compliance Support (CCS). Only training courses are purchased directly through our website. Consultancy and CCS are commissioned through our proposal and engagement process.
 
1.4       “You” or “client” means the person or organisation purchasing the service. A “delegate” is a person attending training. A “consumer” is an individual acting wholly or mainly outside their trade, business, craft or profession. A “business client” is a client who is not a consumer. Consumer status depends on the circumstances, not simply on who makes payment.
 
1.5       A “proposal” means the client-specific service proposal issued by TTC. “Deliverables” are the outputs expressly included in your contract. “In writing” includes email. A “working day” is Monday to Friday, excluding bank and public holidays in England. Calendar days include weekends and public holidays.
 
1.6       Nothing in these terms removes or restricts rights or remedies that cannot lawfully be excluded. Section 8 explains consumer cancellation rights. Those rights take priority over our commercial cancellation policies.
 
2. Your contract with us
 
2.1       For website training, your booking is confirmed once we have received full payment and the required booking details for an available place. We will send you a booking confirmation and a copy or link to the applicable terms. If you do not receive confirmation, please contact us. If we cannot fulfil a booking because of an availability or administrative error, we will offer you an alternative date or a full refund.
 
2.2       Consultancy services follow our enquiry and discovery, assessment or scoping process as appropriate. We will then issue a proposal setting out the agreed scope, fees and relevant service details. Once the proposal has been accepted, we will confirm the engagement and issue an invoice. Unless otherwise agreed in writing, substantive consultancy work will begin once cleared payment has been received and any necessary onboarding requirements have been completed.
 
2.3       A consultancy contract takes effect when we confirm acceptance of your instruction in writing or on another date agreed with you. An enquiry, discovery call or request for a quotation does not by itself instruct TTC to undertake substantive work. If an assessment or other preliminary work is chargeable, we will explain and agree this with you before carrying it out.
 
2.4       For consultancy services, your contract comprises the accepted proposal, any service-specific schedules or written variations expressly incorporated into the agreement, and these Terms & Conditions.

The proposal must identify the applicable version of these Terms & Conditions, which will be made available to you before acceptance.

If there is any inconsistency between the contract documents, they take priority in the following order unless we expressly agree otherwise in writing:

1. The accepted proposal;

2. Any expressly incorporated service-specific schedules or agreed written variations;

3. These Terms & Conditions.

For training, the agreed booking details and any expressly agreed variations take priority over these terms. Mandatory legal rights always prevail.

 
2.5       TTC's internal policies and SOPs support how we deliver our services but do not create additional obligations for you unless expressly incorporated into your contract. Any relevant third-party or consortium conditions will apply only where they have been disclosed and incorporated before agreement and cannot remove any rights you have against TTC.
 
2.6       Anyone booking or entering into an engagement on behalf of an organisation must have authority to bind that organisation and must pass any relevant joining, attendance or conduct requirements to delegates. Any purchase-order, procurement or supplier terms provided by a business client apply only where TTC has expressly accepted them in writing.
 
3. Services, scope and professional standards
 
3.1       We will provide agreed services with reasonable care and skill. Your proposal or course description identifies the service, deliverables, delivery method, fees, assumptions, dependencies, exclusions and timetable. Consultancy is normally delivered remotely unless agreed otherwise.
 
3.2       Our services may include compliance audits and reviews, Operator Licence Application Support, DVSA Visit Support, Public Inquiry and Preliminary Hearing Support, Continued Compliance Support (CCS) and Professional Compliance Training. Only the services and options expressly agreed with you are included.
 
3.3       Discovery, assessment, audit, implementation support, validation and ongoing support are separate activities. Purchasing one does not automatically include another. A review or audit reflects its agreed scope, the evidence and sampling considered, and the position at the time of the assessment. It is not continuous monitoring or a guarantee that every issue has been identified.
 
3.4       We identify relevant independence limitations, including where TTC previously helped design or implement the controls being reviewed. We will not present support work as an independent audit where that description would be inappropriate.
 
3.5       Indicative dates depend on the agreed information, access, payment and any third-party dependencies. We will identify any expressly committed deadline and notify you promptly if there is a material risk to delivery.
 
3.6       Our advice and deliverables reflect the information, circumstances and requirements relevant at the time they are provided. Updating completed work to reflect later changes is included only where expressly agreed. This does not affect any rights or obligations that apply by law.
 
4. Client responsibilities and regulatory boundaries
 
4.1       You must provide complete, accurate and timely information, including relevant regulatory history and correspondence, and provide lawful access to the records, systems and personnel reasonably required for the agreed service. You must tell us promptly about relevant deadlines, new evidence, regulatory contact, safety concerns, operational changes or anything else that may materially affect the agreed work.
 
4.2       You must arrange reasonable access to relevant personnel and review factual drafts within agreed timescales. You should clearly identify factual corrections separately from any disagreement with our professional findings. You must not ask us to conceal adverse evidence, alter original records misleadingly or issue an unsupported conclusion.
 
4.3       Operators, licence holders, directors, employers and nominated Transport Managers retain their own statutory duties and management responsibilities. TTC does not become your operator, director or nominated Transport Manager and does not assume continuous and effective management of your transport operation. Restricted operators also retain their compliance responsibilities.
 
4.4       You remain responsible for decisions, implementing and sustaining improvements, maintaining records, satisfying licence conditions and undertakings, and ensuring information submitted in your name is accurate. These responsibilities do not relieve TTC of responsibility for the services it has agreed to provide.
 
4.5       No service guarantees a licence grant, interim authority, regulatory acceptance, audit rating, avoidance of enforcement, or a particular DVSA, Traffic Commissioner, Public Inquiry or Preliminary Hearing outcome. Regulatory bodies and other decision-makers exercise their own powers and judgement.
 
4.6       You remain responsible for regulatory deadlines unless TTC expressly agrees in writing to manage a particular submission or deadline as part of the agreed service. TTC's involvement, or payment for a service, does not itself authorise any activity that requires an operator licence, interim authority or other regulatory approval. You must tell us as soon as possible about any urgent deadline so that we can confirm what we are able to undertake.
 
4.7       TTC may communicate with DVSA, the Office of the Traffic Commissioner (OTC), legal representatives or other relevant parties only where we have appropriate authority, or where disclosure is required or permitted by law.Engaging TTC does not give us general authority to bind you. Where specific authority is required, including through an Authority and Engagement Confirmation Letter, the permitted scope of our role will be clearly identified.
 
5. Public Inquiry, Preliminary Hearing and DVSA support
 
5.1       TTC provides compliance consultancy and factual preparation within the agreed scope. This may include organising evidence, identifying compliance findings, supporting remedial action planning, preparing factual information and helping operators or Transport Managers prepare to explain their compliance arrangements accurately and truthfully.
 
5.2       TTC does not provide legal advice, reserved legal services, advocacy or legal representation under these terms. If hearing attendance is separately agreed for a defined support role, this does not authorise TTC to act as your advocate or legal representative. Legal strategy, legal submissions, representation, appeals and advice about legal privilege should be handled by an appropriately instructed legal professional.
 
5.3       Where appropriate, TTC may introduce you to a specialist transport lawyer or other legal professional. Any legal services are provided under a separate agreement between you and that professional, including their fees and terms of engagement. Any additional TTC work requested in connection with the legal matter will require your authority and an agreed scope and fee.
 
5.4       Where TTC and a legal professional are both involved, the agreed arrangements will identify the respective responsibilities for preparing, approving, filing or serving documents, managing Case Center or other relevant access, communicating with authorities and managing deadlines. Instructing a legal professional does not automatically end TTC's separately agreed compliance work or make TTC responsible for legal representation.
 
5.5       TTC's records and communications are not automatically legally privileged because a legal professional is involved. You should obtain advice from your legal representative before sharing information where legal privilege may be relevant. Where the interests of an operator and a Transport Manager differ, separate legal advice may be appropriate.
 
6. Fees, invoices and payment
 
6.1       Training purchased through our website is payable in full at the time of booking. The total price and any applicable VAT or compulsory charges will be shown before payment. Consultancy fees, VAT treatment, agreed expenses and third-party costs will be set out in the proposal. We will not add undisclosed mandatory charges after you have accepted the proposal.
 
6.2       Unless otherwise agreed in writing, consultancy fees are invoiced following acceptance of the proposal and must be paid in cleared funds before substantive work begins. The proposal or invoice will state the applicable payment terms and due date. Any credit or alternative payment arrangement must be expressly agreed by TTC in writing.
 
6.3       Continued Compliance Support (CCS) is invoiced and payable in advance for each agreed three-month support period. The first period begins on the agreed support start date and does not need to align with a calendar quarter. Before the end of each period, we will review the support arrangement with you.If both parties agree to continue, we will confirm the next support period in writing and issue the next invoice. Payment is due before the next support period begins unless otherwise agreed in writing. CCS does not renew automatically.
 
6.4       Official application fees, legal fees and other third-party charges are included only where expressly stated in the proposal. Any expense TTC proposes to incur on your behalf will be agreed with you in advance. You must provide accurate billing details and any required purchase order promptly.
 
6.5       If payment is overdue, we will contact you to identify the outstanding amount. We may, after giving reasonable notice, suspend affected work or change dates that have not yet been committed, taking account of any known regulatory deadlines. We will consider genuine invoice disputes promptly. Undisputed amounts remain payable. Suspension and termination are addressed in section 11.
 
6.6       Any staged payment, credit arrangement or other exception to our standard payment terms must be expressly agreed in writing. Any unused time or allowance within a support package does not automatically authorise additional or unrelated work unless this is included in the agreed service.
 
7. Training bookings and delivery
 
7.1       The course listing will identify the course title, dates, duration, delivery format, learning scope, attendance requirements, price and any completion evidence offered. Joining details will be provided before the course and will include the online platform and any relevant technical requirements. Our Professional Compliance Training is delivered remotely using the applicable approved curriculum and materials.
 
7.2       Delegates must provide accurate details, join on time, use suitable equipment and a reliable internet connection, and meet the attendance and participation requirements explained for the course. Multi-day courses require attendance across all relevant sessions. If a delegate experiences an interruption, TTC will assess fairly whether the applicable attendance or completion requirements have still been met.
 
7.3       Completion records and certificates are subject to the attendance, participation and other requirements applicable to the course. Attendance or completion does not itself demonstrate workplace competence or guarantee that a course will satisfy a particular regulatory undertaking or requirement. If you require training for a specific regulatory purpose, please tell us before booking so that we can confirm whether the course is suitable.
 
7.4       Please tell us about any accessibility needs as early as practicable so that we can discuss reasonable adjustments. Delegates must behave respectfully and must not disrupt the course or compromise the safety, privacy or welfare of others. Serious or persistent misconduct may result in removal from the course. Any refund or fee retained in those circumstances will be considered fairly, taking account of the circumstances and the service already provided.
 
7.5       Delegates must not share course joining links with unregistered participants, record sessions, or copy, share or redistribute course materials without permission. If TTC records any session, we will explain the purpose and applicable privacy arrangements in advance.
 
7.6       First Aid for Mental Health training is educational and does not provide diagnosis, therapy, medical advice or crisis intervention. Only the qualification or completion evidence expressly described for the booked course is provided.
 
7.7       Where TTC agrees a private or company course, the agreed course, dates, delegate numbers, fees and any specific booking terms will be confirmed in writing. Unless we expressly agree otherwise before booking, the cancellation provisions in these terms will apply.
 
8. Consumer cancellation and service rights
 
8.1       If you are a consumer and enter into a qualifying distance or off-premises service contract with TTC, you will normally have 14 days after the day the contract is made to cancel without giving a reason. This statutory right is separate from our seven-day training cancellation policy and takes priority where it applies.
 
8.2       To cancel, you must clearly tell TTC that you wish to cancel using the contact details in section 1. You may use the cancellation form at the end of these terms, but you do not have to. It is sufficient for you to send your cancellation before the applicable cancellation period expires.
 
8.3       If you ask TTC to begin providing a service during the 14-day cancellation period, we will obtain any express request or acknowledgement required by law. Booking a service that starts within that period does not, by itself, mean that you have waived your cancellation rights.
 
8.4       If you validly ask us to begin providing the service during the cancellation period and then cancel after delivery has started, you may be required to pay a proportionate amount for the service properly supplied up to the time of cancellation, where permitted by law. If the service has been fully performed during the cancellation period, your statutory cancellation right may end where the required express request and acknowledgement were obtained before performance began.
 
8.5       Where a statutory cancellation refund is due, we will make it without undue delay and within the period required by law, normally using the same payment method you used for the original transaction unless you expressly agree otherwise. We will not charge a fee for making the refund. Any lawful deduction for services already supplied will be made in accordance with section 8.4.
 
8.6       Consumers also have statutory rights in relation to services, including the right for services to be performed with reasonable care and skill. Depending on the circumstances, statutory remedies may include repeat performance or an appropriate price reduction. Nothing in our commercial cancellation or refund policies replaces or limits those rights.
 
9. Training cancellations, transfers and substitutions
 
9.1       If you need to cancel, transfer or change a training booking, please contact us as soon as possible using the contact details in section 1 and provide your booking reference, course, date and delegate name where available. Nothing in this section limits any statutory cancellation rights that apply to consumers.
 
9.2       If you cancel at least seven calendar days before the course starts, you may choose a full refund of the course fee or transfer to another available date. For this policy, seven calendar days means at least 168 hours before the scheduled course start time, using UK local time. For a multi-day course, the first scheduled session is treated as the course start.
 
9.3       If you cancel less than seven calendar days before the course starts, or do not attend, you will not automatically be entitled to a refund under our commercial cancellation policy. Where practicable, TTC may offer a transfer to another available date. Any amount retained following a cancellation will be fair and proportionate, taking account of costs already incurred, costs saved and whether the place can be resold. This does not affect any statutory rights that apply.
 
9.4       You may substitute another suitable delegate without a TTC substitution fee if you give us reasonable notice before the course and provide the information required for registration, attendance and certification. Any applicable eligibility or third-party requirements must still be met.
 
9.5       Transfers are subject to availability and will be confirmed in writing. If you transfer to a course with a different price, we will agree any additional payment or refund before confirming the transfer. Any further transfer request will be considered under the cancellation and transfer terms applicable at that time.
 
9.6       Courses are subject to minimum delegate numbers. TTC may choose to proceed with a course below its usual minimum. If delegate numbers are insufficient and we need to cancel or reschedule, we will normally aim to give you at least five working days' notice. Exceptional circumstances may require shorter notice.
 
9.7       If TTC cancels a course or makes a material change to its date, delivery format or content, you may choose to transfer to an available alternative or receive a full refund of the affected booking. You do not have to accept a credit note or transfer. We may make minor changes, such as using a suitably qualified replacement trainer, where this does not materially reduce the service.
 
9.8       If TTC is unable to complete a course that has already started, we will offer an appropriate completion arrangement or refund, without limiting any statutory rights. Where attendance is disrupted by a delegate's equipment or internet connection, we will consider reasonable alternatives where practicable, but the applicable completion requirements must still be met and a free repeat place is not guaranteed.
 
9.9       Where a refund is due under this section, we will process it without undue delay and normally within 14 calendar days of confirming the refund, using the original payment method unless otherwise agreed. Any mandatory statutory refund period takes priority.
 
10. Consultancy changes, cancellation and Continued Compliance Support
 
10.1    If the scope of the work changes, including because of additional entities, licences, operating centres, evidence, regulatory matters, outputs or significantly compressed deadlines, additional work may be required. We will agree any change to the scope, fee and timetable with you in writing before carrying out additional chargeable work.
 
10.2    If information, access or instructions are delayed, incomplete or unreliable, we will explain any material effect on the work and may agree a revised timetable, pause the affected work or qualify our conclusions where appropriate. Any additional charge resulting from a change in scope or additional work will be agreed with you before it is incurred.
 
10.3    You may cancel or ask to reschedule consultancy work by giving us written notice. Subject to any statutory rights that apply, if you cancel after work has begun, you will be responsible for the work properly completed up to cancellation and any reasonable, unavoidable costs already incurred for your engagement. We will take account of costs saved as a result of the cancellation and refund any unused advance payment due to you. Rescheduling is subject to availability and any additional costs will be agreed with you in advance.
 
10.4    Continued Compliance Support (CCS) will normally follow a Compliance Support Assessment or another appropriate assessment agreed with an existing client. Your proposal will identify the agreed CCS package or tailored service, scope, contacts, review arrangements, outputs, support expectations, start date and three-month support period. Any assessment fee or agreed credit towards ongoing support will also be stated in the proposal.
 
10.5    CCS is intended to support the development, improvement and monitoring of compliance controls. It does not provide unlimited availability or day-to-day transport management, and TTC does not become the operator's Transport Manager through providing CCS. Formal audits, independent assurance or validation of corrective actions are included only where expressly agreed as part of an appropriate service.
 
10.6    If a significant regulatory or operational development falls outside the agreed CCS scope — for example, substantial DVSA or OTC correspondence, a Public Inquiry or Preliminary Hearing, serious incident, financial-standing concern, major licence variation or materially increased evidence workload — we will identify any urgent issues within our agreed role and discuss the appropriate additional service, scope and fee with you before substantive additional work begins. CCS does not include an emergency or out-of-hours response service unless expressly agreed.
 
10.7    Before the end of each three-month CCS period, we will review the arrangement with you. Continuation for a further period must be agreed by both parties and confirmed in writing. CCS does not renew automatically, and neither party is obliged to agree a further period. If continuation is not agreed, support will end at the end of the current paid period and we will identify any known outstanding actions or deadlines as part of the closure process.
 
10.8    If CCS ends before the end of an agreed three-month period, fees will be reconciled fairly by taking account of support already provided, any clearly agreed availability element and any reasonable unavoidable costs. Any unused balance due to you will be refunded. We will not automatically retain the full prepaid period simply because support ends early.
 
10.9    Any change to the CCS package, scope or fee must be agreed for the period to which it applies. A proposed change does not retrospectively alter an existing agreed support period.
 
11. Suspension, termination and handover
 
11.1    Either party may terminate a consultancy or CCS engagement if the other materially breaches the contract and, where the breach can reasonably be remedied, fails to do so within a reasonable period after receiving written notice. Where a serious breach cannot reasonably be remedied, termination may take effect immediately.
 
11.2    TTC may suspend or terminate an engagement where there is serious or persistent non-payment, unlawful or misleading instructions, material withholding or falsification of information, abusive or threatening conduct, a serious conflict of interest, or another circumstance that makes continued performance unlawful, unsafe or professionally inappropriate. Where reasonably practicable, we will explain the reason and give you an opportunity to address the issue before suspension or termination.
 
11.3    Before suspending or terminating an engagement, we will take reasonable account of any known regulatory deadlines, work already completed and paid for, the seriousness of the issue and any appropriate handover arrangements. Where practicable, we will identify any known urgent deadlines or actions that remain the client's responsibility.
 
11.4    On termination, fees will be reconciled fairly. You will remain responsible for services properly provided and any reasonable unavoidable costs incurred up to termination. Any unused advance payment due to you will be refunded. Termination does not affect rights or obligations that arose before the engagement ended.
 
11.5    On termination or completion of an engagement, we will provide any agreed deliverables and client-owned materials that are due and have been paid for, subject to any lawful retention requirements. Where appropriate, we will identify known outstanding actions or deadlines relevant to the agreed work. Personal data will be retained, returned or deleted in accordance with our Privacy Notice, any applicable data processing agreement and legal requirements.
 
12. Data protection and confidentiality
 
12.1    Each party will comply with applicable data protection law. Our Privacy Notice explains how TTC collects and uses personal data where we act as a controller and is available in our Privacy Policy.
 
12.2    Where you provide personal data to TTC, including driver records, tachograph or telematics information, HR or medical information, or regulatory correspondence, you must ensure that you are entitled to share it with us for the agreed purpose. Please provide only the personal data reasonably necessary for the service and use the secure transfer method we specify where appropriate.
 
12.3    TTC will apply appropriate technical and organisational measures to protect personal data and confidential information, including appropriate access controls, secure storage and transfer arrangements, and data-minimisation measures. We will notify you of a relevant personal data breach where required by law or an applicable data processing agreement.
 
12.4    Each party must keep the other's confidential information confidential and use it only for the purposes of the engagement. This obligation does not apply to information that is already lawfully public, was lawfully known without restriction, is independently developed, or must be disclosed by law or to a regulator. Where lawful and practicable, the disclosing party will notify the other before making a compulsory disclosure.
 
12.5    Where TTC processes personal data on your behalf as a processor, an appropriate data processing agreement meeting applicable legal requirements must be in place. That agreement will govern the relevant processing activities. TTC will not assume a processor role merely because personal data is involved in providing a service.
 
12.6    We will retain personal data and engagement records only for as long as reasonably necessary for the purposes for which they are held and to meet applicable legal, regulatory, contractual or professional requirements. Further information about retention is provided in our Privacy Notice and, where applicable, the relevant data processing agreement.
 
12.7    If either party receives a data protection request relating to personal data for which the other is responsible, the parties will cooperate as reasonably necessary to enable the responsible party to comply with its legal obligations. Where TTC acts as a processor, the applicable data processing agreement will govern that assistance.
 
13. Intellectual property and use of materials
 
13.1    TTC retains ownership of its pre-existing intellectual property, methodologies, templates, training materials, know-how and other materials developed independently of a particular client engagement. Third-party or consortium materials remain the property of their respective owners and may be subject to separate licence or use restrictions.
 
13.2    Once the applicable fees have been paid, you may use the agreed deliverables within your organisation for the purpose for which they were supplied. This includes reasonable internal copying and sharing with relevant employees, directors, Transport Managers and professional advisers where necessary for that purpose.
 
13.3    Unless we agree otherwise in writing, you must not sell, license, publish, distribute or commercially exploit TTC's proprietary templates, training materials or methodologies, or make them available to third parties for purposes unrelated to the agreed service. You must not remove any copyright or ownership notices from materials supplied by TTC or a third-party rights holder.
 
13.4    You retain ownership of materials and information you provide to TTC. You give us permission to use, copy and process those materials only as reasonably necessary to provide the agreed services, comply with legal or regulatory requirements, and maintain appropriate engagement records. You must ensure that you are entitled to provide those materials to us for those purposes.
 
13.5    Nothing in these terms prevents TTC from using general skills, knowledge, experience, ideas or techniques developed or gained through providing services, provided we do not disclose or reuse your confidential information, personal data or materials in breach of our obligations to you.
 
14. Third parties, platforms and subcontracting
 
14.1    TTC may use appropriate third-party providers and platforms to support delivery of the services, including for payment processing, online bookings, communications, remote training, hosting, administration and secure file transfer. Where TTC selects a third party to help us perform our contractual obligations, we remain responsible for the services we have agreed to provide to you.
 
14.2    Where you enter into a separate contract directly with a third party, such as a legal professional or other specialist, that third party is responsible for the services it provides under its own terms. TTC is not responsible for that third party's professional advice or services, but we remain responsible for any separate services TTC has agreed to provide.
 
14.3    TTC may use suitably competent subcontractors or associate professionals where appropriate. We remain responsible for the proper performance of services subcontracted by TTC and will ensure that appropriate confidentiality and data protection arrangements are in place.
 
14.4    If a third-party platform or provider experiences an outage or failure that materially affects delivery, we will take reasonable steps to minimise disruption and, where practicable, use an alternative method or rearrange the affected service. Any refund, repeat delivery or other remedy will depend on the circumstances and any applicable statutory rights.
 
15. Liability
 
15.1    Nothing in these terms excludes or limits liability where it would be unlawful to do so, including liability for death or personal injury caused by negligence, or for fraud or fraudulent misrepresentation.
 
15.2    Subject to the limitations in this section, TTC is responsible for loss or damage that is a reasonably foreseeable consequence of our breach of contract or negligence.
 
15.3    TTC is not responsible for loss or delay caused by inaccurate, incomplete or late information supplied by you or on your behalf, your failure to follow agreed actions or provide required access, unauthorised changes to TTC's deliverables, or matters outside the agreed scope, except to the extent that TTC caused or contributed to the loss.
15.4    TTC is not responsible merely because a regulator, court, legal professional, training body or other third party reaches a decision or outcome different from that hoped for or anticipated. This does not exclude responsibility for TTC's own breach, negligence or failure to provide the agreed service with reasonable care and skill.
 
15.5    No general financial cap applies under these terms. Any financial liability cap applicable to a business client must be expressly stated in the relevant engagement documents and must be reasonable in the circumstances.
 
15.6    Nothing in this section limits any rights or remedies that a consumer has under applicable law. Any limitation or exclusion of liability applying to a business client will apply only to the extent permitted by law.
 
16. Events outside reasonable control
 
16.1    Neither party will be responsible for delay or failure to perform an obligation where this is caused by an event genuinely outside that party's reasonable control, such as severe weather, major utility or communications failure, widespread cyber incident, epidemic, industrial action, government action or another comparable event.
 
16.2    The affected party must notify the other as soon as reasonably practicable, explain the expected impact where possible, and take reasonable steps to minimise disruption. Obligations that are not affected should continue where reasonably practicable.
 
16.3    If the disruption materially prevents performance for a prolonged period and no reasonable alternative is available, either party may terminate the affected part of the contract by written notice. Fees will be reconciled fairly by taking account of services already provided, unavoidable costs and any advance payment for services that will no longer be supplied. Any statutory consumer rights continue to apply.
 
17. Complaints and dispute resolution
 
17.1    If you are unhappy with a service, please contact us as soon as possible using the contact details in section 1. Please provide enough information for us to understand the issue, including the relevant service or booking, what has happened and the outcome you are seeking.
 
17.2    We will normally acknowledge a complaint within two working days and aim to provide a substantive response within 10 working days. If we need longer to investigate, we will let you know and provide an updated timescale.
 
17.3    We will investigate complaints fairly and objectively, keep appropriate records and consider a proportionate resolution where the complaint is upheld. Depending on the circumstances, this may include correcting work, repeat performance, a price reduction, refund, transfer, apology or another appropriate remedy. Any statutory consumer rights remain unaffected.
 
17.4    If a complaint cannot be resolved through our internal process, we will consider whether an appropriate form of alternative dispute resolution may assist. We are not currently committed to using a particular alternative dispute resolution provider unless we expressly state otherwise.
 
17.5    Where a complaint concerns a matter determined by a training consortium, awarding body or other third party, we will explain any relevant external process and provide reasonable assistance within our role. This does not affect TTC's responsibility for the training services we have agreed to provide.
 
18. General contract terms
 
18.1    The contract documents identified in section 2 contain the agreement between you and TTC for the relevant service and replace any earlier discussions, correspondence or understandings about the same service. Nothing in this clause excludes liability for fraud or fraudulent misrepresentation.
 
18.2    Any change to an agreed consultancy or CCS engagement must be confirmed in writing by both parties. Training booking changes may be agreed through our booking system or confirmed by email.
 
18.3    You may not transfer your rights or obligations under the contract to another person or organisation without our written consent, except for a permitted delegate substitution under section 9. TTC may transfer its rights or obligations only where this does not materially reduce your contractual protections and where any consent required by law has been obtained.
 
18.4    Unless expressly stated otherwise, the contract is between you and TTC and does not give any other person a right to enforce its terms.
 
18.5    If any provision of the contract is found to be unlawful, invalid or unenforceable, the remaining provisions will continue in effect. Where possible, the affected provision will apply to the minimum extent necessary to make it lawful and enforceable.
 
18.6    If either party delays or fails to exercise a contractual right, this does not mean that right has been waived. Exercising a right once does not prevent it from being exercised again where appropriate.
 
18.7    Notices under the contract may be sent by email to the usual business contact for the engagement or, for notices to TTC, to the email address in section 1. Formal notices may also be sent by post to the relevant correspondence address. This clause does not restrict any statutory method by which a consumer may exercise a cancellation right.
 
19. Governing law and courts
 
19.1    These terms and any contract between you and TTC are governed by English law. If you are a consumer living outside England and Wales, you will also retain any mandatory protections given to you by the law of the country in which you live where those protections apply.
 
19.2    If you are a business client, the courts of England and Wales will have exclusive jurisdiction over disputes arising from or connected with the contract. If you are a consumer, this does not affect any mandatory right you may have to bring proceedings in another court.
 
Consumer Cancellation Form
 
Complete and return this form only if you wish to cancel a contract and have a statutory right to do so. You do not have to use this form — you may instead contact us using any clear statement that you wish to cancel.
To: Transport Compliance Consultants Ltd trading as Total Transport Compliance
Email: info@totaltransportcompliance.com
Post: 14 Spen Road, Leeds, LS16 5BT
I/We hereby give notice that I/We cancel my/our contract for the supply of the following service:
Service: _______________________________________________
Date booked/contract entered into: ___________________________
Name of consumer(s): _____________________________________
Address of consumer(s):
Booking reference (if applicable): ___________________________
Signature of consumer(s): __________________________________
(only if this form is sent on paper)
Date: ___________________