Course Policies

Course Policies

Our 100% Satisfaction Guarantee

Global Knowledge believes that we offer the best possible training. If, upon completion of the first day of a Classroom Live or Virtual Classroom Live course, you are not satisfied with the class and wish to withdraw for this reason, (i) notify the instructor, (ii) return all course materials and (iii) contact the cancellation department by phone at 800-268-7737 or in writing via email at Cancel.NAM@globalknowledge.com by the close of business in order to receive a 100 percent refund, less any applicable fees, or to apply the money to future training. This guarantee will only apply if student completes the first full day of class and has signed the class roster. All training materials must remain with the instructor at the time of withdrawal. A materials and transfer fee may apply. This guarantee (for both virtual and live courses) does not apply to the following:

• VMware courses
• CCIE 360 products
• Cisco Optical courses
• Partner-delivered courses

Course Registration Information

Classroom Live Registration Information

Classroom Live Course Fees: Course Fees cover all applicable course materials, refreshments and your Certificate of Completion. Course Fees do not include any parking expenses you may incur.
Course Locations: For Classroom Live courses, please contact us at 800-268-7737 regarding specific training locations. Because we have multiple locations in larger cities, always double-check your confirmation letter for the exact course location.
Hotel Accommodations: Please identify yourself as a Global Knowledge participant in order to qualify for the special rate at our preferred hotels. Rates are subject to change at the discretion of the hotel.
Course Schedule: For Classroom Live courses, registration is at 8 a.m. on the first day. Standard Classroom Live courses begin at 8:30 a.m. and conclude at about 4:30 p.m. each day. However, please note boot camps have extended hours and often run well into the evening. Inquire for specific details.

Virtual Classroom Live Registration Information

Course Fees: Course Fees cover all applicable course materials and course software.
All published course policies, terms and conditions in effect at the time of registration will be applicable, including cancellation terms, which can be found on the Global Knowledge website www.globalknowledge.com.
Course Schedule: Contact your education consultant for the hours of your Virtual Classroom Live course and please complete your system check prior to the start of class.
Cancellation Policy: Please see the cancellation policy section.
License Agreement for Virtual Classroom Live: Payment of the applicable Course Fees gives you a personal nonexclusive, nontransferable license to attend one Virtual Classroom Live course. Transferring or sharing your license with anyone else is a violation of the licensing agreement and is subject to legal action.
Recordings: All publicly scheduled Virtual Classroom Live courses delivered by Global Knowledge are recorded, excluding AWS. The recording includes any student questions or comments. By participating in a publicly scheduled Virtual Classroom Live course, you grant, assign and release to Global Knowledge, its clients, partners, and investors all rights and title to any and all video or still images and sound recordings produced by or for Global Knowledge and grant to Global Knowledge your permission to use your photo, video, or voice likeness for any legitimate purpose. You also authorize Global Knowledge all rights, without limitation, to reproduce, copy, exhibit, publish, or distribute any such materials and likenesses.​
Service Level: Global Knowledge endeavors to provide access to the Virtual Classroom Live learning environment for live class access and after-class recordings 24 hours per day, seven days a week, except for regularly scheduled maintenance periods. Given the nature of local network performance conditions and the Internet in general, Global Knowledge cannot assure and makes no warranty that access to the Virtual Classroom Live environment will be without interruption. In all cases, the Global Knowledge help desk will support students who have technical/performance issues.
Client Virtual Platform Use: In some instances, a client will request to have their private training class delivered on their internal synchronous learning platform. In these cases it is the client's responsibility to provide adequate licenses, event setup and technical support, as well as basic training/instructions for the Global Knowledge instructor. In all cases, the client is prohibited from loading Global Knowledge training content into the client platform. In addition, due to intellectual property restrictions, the client is prohibited from recording the training event via their platform. Client's enrolled students are not to share access to the training event(s) with others; the training event(s) and access to any recordings of such event(s) provided by Global Knowledge and Client shall be solely for their individual students' use. Global Knowledge has the right to audit the daily student roster to validate student attendance. The Global Knowledge Virtual Classroom Live guarantee will not apply if a client platform is used, because the client platform may not support certain class functionality and desired student learning experience.
Red Hat Virtual Classroom Live classes cannot be delivered to students outside North America.
Phone fees: Some courses and training programs feature highly interactive lab and classroom work that requires frequent collaboration with other class members best suited to telephone communication. Course audio may be delivered via telephone during these lab and classroom collaboration hours. To reduce unexpected charges, be aware of your individual cell phone plans and minutes allowed. Phone service provider charges will not be paid by Global Knowledge.

On-Demand Ordering Information

• Individual products that are sold as components of a multiproduct package or bundle are not eligible for refund. 
• e-Keys are not included. Transferring or sharing your e-Keys or login credentials with anyone else is a violation of the licensing agreement and is subject to legal action.

Cancellation Policy for On-Demand Web Delivery

• Online subscriptions cannot be canceled or refunded.
• Third-party On-Demand CDs are not eligible for return or refund.

On-Demand Service Level Agreement

System Availability
System will be available 24/7/365 except during scheduled maintenance. Regular maintenance is scheduled nightly from 1:00 a.m. to 1:15 a.m. ET. An optional window is available every Sunday between 3:00 p.m. and 4:00 p.m. ET and can be used for general system maintenance. This window is used approximately once per quarter. Major software upgrades/releases are performed approximately once per year and often require a larger upgrade window. These upgrades are carefully planned and take place outside of normal business hours.
Data Backup
Global Knowledge hosting support services provides backup services to secure data in the event of a system failure. These backups are scheduled on a daily basis to ensure data integrity and overall system performance. Backups occur nightly between 1:00 a.m. and 1:15 a.m. ET. Full system backups also occur immediately before any hardware or software change is made to the system.
Service Interruptions
If it becomes necessary for Global Knowledge to schedule additional maintenance that may cause system interruptions outside of the regularly scheduled maintenance time and a customer has provided a designated Administrative Contact, Global Knowledge will use commercially reasonable efforts to provide prior notification of such interruptions to the customer's designated Administrative Contact in the form of a "News Flash." Interruptions are scheduled to minimize their impact on users. Interruptions are scheduled outside of the "workday" as much as possible.
Infrastructure Support
Infrastructure support is intended to maintain continuous access to the hosted On-Demand applications and content. Global Knowledge Hosting Services will provide infrastructure support for e-learning, which includes:

• 24/7/365 network hardware and application monitoring
• Network performance monitoring.
• System support engineer services.
• Software engineer services (as needed).
• Hardware upgrades, replacements and maintenance
• Application, OS, database and content backups.

Service Availability Definition
Service availability is defined as the amount of time (excluding scheduled maintenance downtime) Global Knowledge Learning is available and capable of providing service, and it varies by product. Service availability for a given month is calculated as a percentage equal to [(number of minutes the service is available in the month less the number of minutes of scheduled downtime during the month) / (total number of minutes in the month less the number of minutes of scheduled downtime during the month)]. Service is deemed "available" if all matters within the control of Global Knowledge or its agents necessary to make the service available are in place and are in working order. Availability of any service or product delivered by use of the Internet or other internetworking technologies is also dependent on many factors out of the control of Global Knowledge, including but not limited to interruptions to the Internet, interruptions in phone service, interruptions in service by customer's Internet Service Provider or other interruptions in service caused by matters outside of the control of Global Knowledge or its agents.
Customer Feedback
If you feel that Global Knowledge has not provided the level of service you expect, you may email a complaint to quality.assurance@globalknowledge.com. Global Knowledge will respond in writing within five business days of receipt of any formal complaint. If upon receipt of such a complaint, Global Knowledge's service logs indicate that during a one-month period including the period specified in the complaint, the service availability has not exceeded 99 percent, customer may receive a refund representing 50 percent of license fees paid by customer for the month in question. Should service availability drop below 99 percent for any three consecutive months or for four months within a one-year period, customer may terminate its license and receive a refund of all pre-paid license fees for any remaining term on customer's license.

Return Policy

Return Policy for On-Demand CDs: Any defective product will be replaced with a new shipment of the same product. Unopened products can be returned for a full refund within 21 days of being shipped to the customer.* Individual products that are sold as components of a multi-product package or bundle are not eligible for refund. Any opened or accessed product is not eligible for a refund but may be exchanged for another product of equal or lesser value. Exchanges are subject to a $100 restocking fee per opened item if written notification is received by fax to 919-463-6795 or email at Cancel.NAM@globalknowledge.com within 21 days of the product being shipped to the customer.
*e-Keys are not included. Transferring or sharing your e-Keys with anyone else is a violation of the licensing agreement and is subject to legal action.

Cancellation Policies and Notice Period

If your purchase is made using a discount, promotion or special program additional terms and conditions may apply.

Public Schedule Training Cancellation Policies

Global Knowledge-Delivered Cancellation Policy: If you are unable to attend your scheduled training class, please call 800-268-7737. You must cancel or reschedule your registration 16 or more calendar days before the start date of your scheduled class. Failure to provide the required notification will result in full charge of the course. If a student does not attend a scheduled course without the required prior notification, the full charge of the course will be charged and rescheduling will not be allowed. Within the required notification period, only student substitutions will be permitted.
Rescheduling is permitted at any time with 16 or more calendar days' notice. Enrollments must be rescheduled within six months of the cancel date or funds on account will be forfeited.
Boot Camp Attendance Policy: The boot camp attendance policy is the same as listed above.
On-Demand Training: Online subscriptions cannot be canceled or refunded.

Public Schedule Partner-Specific Training Cancellation Policies

Red Hat® Public Training Cancellation/Rescheduling Policy

The policies below apply to all Red Hat training and certification programs:

• Students will receive a refund only if Global Knowledge receives a notice of cancellation more than 15 full calendar days (not including the class/exam start date) before the class/exam start date.
• Students may only reschedule a class/exam to a later date if Global Knowledge receives a notice of reschedule more than 15 full calendar days (not including the class/exam start date) before the class/exam start date. A student can reschedule a class/exam up to two times. Additional reschedules will not be allowed. Reschedules must adhere to the reschedule policy.
• If a student does not attend a scheduled session, there will be no refund or reschedule given. Payment is forfeited.
• Student substitutions are allowed, but you must notify Global Knowledge via email at Cancel.NAM@globalknowledge.com no less than two full business days before the start of the class (not including the class/exam start date) for Classroom Live deliveries and no later than five full business days before the start of the class (not including the class start date) for Virtual Classroom Live deliveries.

Red Hat Exams
Cancellation of Individual Exam Sessions is not allowed. Exam session fees are nonrefundable.

View Red Hat’s current policy here.

VMware and Other Partner-Delivered Public Training Cancellation Policy

If you are unable to attend your scheduled training class, please call 800-268-7737 to speak with you training advisor. All requests must be received more than fifteen (15) full business days prior to the start date of the scheduled training course (not including the class/exam start date). Email requests sent to your training advisor may not be received prior to this fifteen (15)-business-day requirement so we recommend that you call for these requests. Please call 800-268-7737 for any substitution. If a student does not attend a scheduled session, there will be no refund or reschedule given. Payment and/or vouchers are forfeited. This applies to the following:

• VMware courses
• CCIE 360 products
• Cisco Optical courses
• Partner-delivered courses

Private Group Training Cancellation Policy

If cancellation or reschedule occurs within 10 business days of the start date, customer will be charged 50 percent of the base course fee. Any such fee charged will not be applied to the price of any rescheduled courses. The cancellation terms for some of our partners differ from ours.

Partner-Specific Billing and Cancellation Terms

Certain terms for some of our partners differ from Global Knowledge's policies. See below for specific terms that will apply if the training is delivered by partners. Partners charge based upon the student count provided on the booking sheet. If a partner isn’t listed, then standard Global Knowledge terms apply for cancellation and rescheduling.

The student count billing policy applies to all partner-delivered events, even those partners not specifically listed below.

All Partner-Delivered Events and Student Count Billing Policy 

Global Knowledge will charge the full attendee fee based upon the number of students confirmed by the customer on the booking sheet no less than ten business (10) days prior to the class start date. This confirmed count will be the minimum student count for invoice purposes. Customers must ensure this number accurately reflects the number of students planned to attend. This number may not be reduced. In addition, the customer will be invoiced for any students exceeding this amount. (For example, if a customer confirms twelve (12) students before the class and only ten (10) attend, the customer will be invoiced for twelve (12) students. If a customer confirms twelve (12) students, but fourteen (14) attend, the customer will be invoiced for 14 students. Roster additions requested less than two (2) weeks before the scheduled delivery date, may not be approved. Student substitutions must be submitted no less than three (3) business days before the start of the class.   

Cancellation Terms

All rescheduling fees are in addition to the price of the rescheduled course.

ACT (Oracle Training) Cancellation/Rescheduling: If customer cancels or reschedules a course within twenty (20) business days of the scheduled start date, Customer will be charged 25% of the Base Course Fee. If cancellation or reschedule occurs within ten (10) business days of the start date, Customer will be charged 50% of the Base Course Fee. If the class is cancelled the day it begins or during the class, the Customer will be charged the full price of the class including all incurred expenses. Any such fee charged will not be applied to the price of any rescheduled courses or future courses.

American Management Association (AMA) Cancellation Policy: If the private event is cancelled within sixteen (16) to thirty (30) days of scheduled course delivery, the customer will be billed 50% of the course plus shipping charges if materials have shipped. If the private event is cancelled within zero (0) to fifteen (15) days of scheduled course delivery, the customer will be billed 100% of the course plus shipping charges for shipped materials.
If Client cancels Services at any time, Services already conducted (e.g., Preparation, Conference Calls, Site Visits, Content/Activity Development, Materials Development, Travel Cancellation Fees, etc.) by or through AMA and/or its partners, the Client will be invoiced for such Services. Any such invoice is payable upon receipt. If Client cancels a series of Services during or after the start of such Services, all production costs incurred by AMA, in addition to any cancellation fee, if applicable, will be paid by the Client upon receipt of invoice.

Award Solutions Course Cancellation/Rescheduling: In the event that a customer elects to cancel or reschedule an Award Solutions course a full 14-calendar day notice is required. If the cancellation or reschedule occurs fourteen (14) calendar days or less prior to its scheduled delivery start date the customer will be charged 100% of the fee, based upon the agreed upon number of students. Any such fee charged will not be applied to the price of any rescheduled courses or future courses.

Cisco Learning Services (HTD) Cancellation/Rescheduling: If customer cancels or reschedules a course within fifteen (30) business days before the scheduled start date, not to include the first day of class, Customer will be charged 100% of the Base Course Fee. Any such fee charged will not be applied to the price of any rescheduled courses or future courses.

Cprime Course Cancellation/Rescheduling: Courses requested to be cancelled or rescheduled 31 or more days prior to start date can be done so with no additional cost. Courses requested to cancel or be rescheduled between 30 and 16 days prior to course start date will be charged 25% of base course fee plus instructor airfare if booked prior to cancellation/reschedule. Courses requested to cancel or be rescheduled between 15 days or less prior to course start date will be charged 50% of base course fee plus instructor airfare if booked prior to cancellation/reschedule.

Dynamic Worldwide Training Consultants (DWWTC): There is no charge for cancelling or rescheduling your class more than 10 business days before the class start date. If you cancel or reschedule less than 10 full business days prior to your class, you are not entitled to a refund. Substitutions cannot be made less than 5 full business days prior to the start of the class.

EMC Cancellation: If customer cancels or reschedules a course less than fifteen (15) business days but more than six (6) business days before the first day of class, not including the first day of class the cancellation fee is 50% of the Base Course Fee. If the customer cancels or reschedules less than six (6) business days before the first day of the class the cancellation fee is 100%. Any such fee charged will not be applied to the price of any reschedule courses or future courses.

FMC Cancellation/Rescheduling Policy: In the event that a customer elects to cancel or reschedule an FMC onsite delivery, a full 15-calendar day notice (not including the first day of class) is required. If the cancellation or reschedule occurs fifteen (15) calendar days or less prior to its scheduled delivery start date, then the customer will be charged 100% of the fee, based upon the minimum number of students. Any such fee charged will not be applied to the price of any rescheduled courses or future courses.

Firefly Cancellation: If the Customer cancels less than 20 business days, but more than 10 business days, customer will be charged 50% of the Base Course Fee. If the customer cancels less than 10 business days before the start of the class, customer will be charged 100% of the Base Course Fee. Any reschedule less than 20 but more than 10, the customer is charged an additional 25% of Base Course Fee. If customer reschedules less than 10 business days, Customer is charged an additional 50% of Base Course Fee. Any such fee charged will not be applied to the price of any rescheduled courses or future courses.

Red Hat Cancellation: If Customer cancels a course fifteen (15) calendar days or less, before the scheduled start date; customer will be charged 100% of the Base Course Fee. If customer reschedule occurs fifteen (15) calendar days or less of the start date, the customer will be charged 25% of the Base Course Fee. Any on-site Private Group Training course rescheduled within the 15-day window is not eligible for a future reschedule or cancellation request. For on-site Private Group Training classes purchased that include an exam, there is not an option to postpone the exam. We strongly recommend that you attend the full class and take the exam as scheduled. Any such fee charged will not be applied to the price of any rescheduled courses or future courses.

Red Hat Booking Sheet/Additional Terms: Private Group Bookings sheets and Virtual Rosters are required ten (10) Business days before the delivery (not including the first day of delivery). Student count changes for Private Booking Sheets will not be accepted less than five (5) Business days of the start date. Student count changes and/or Substitutions for Virtual Rosters will not be accepted less than five (5) Business days of the start date.  In addition, by ordering a Red Hat course, the customer acknowledges and agrees to the agreement and Appendix 2 set forth at www.redhat.com/licenses.

 Salesforce Cancellation: Private Workshop may cancel, reschedule, or change a Private Workshop by providing written notice to Salesforce. Based on the number of calendar days written notice provided prior to the scheduled start day of the class, the Customer will be billed a percentage of the Private Workshop list price as follows: More than thirty (30) calendar days’ notice – 25% of the total list price, fourteen (14) to thirty (30) calendar days’ notice – 50% of the total price, one (1) to thirteen (13) calendar days’ notice – 75% of the total price and same day cancellations or no show – 100% of the total price.

Cancellation, reschedule, change, and no-show fees cannot be applied toward future classes. If the Customer uses Training Credits as a payment method, Training Credits will be deducted from Customer’s total available credits for any cancellation, reschedule, change, or no-show in an amount equal to the percentages listed above. Private Workshops are invoiced after the service is delivered.

SAP Cancellation/Rescheduling: If customer cancels or reschedules class between six (6) and fifteen (15) business days before the scheduled start date, customer will be charged 50% of the Base Course Fee. If cancellation or reschedule occurs less than six (6) business days of the class start date, customer will be charged 75% of the Base Course Fee. Any such fee charged will not be applied to the price of any rescheduled courses or future courses.

Skyline Cancellation/Rescheduling: If customer cancels or reschedules a class within thirty (30) calendar days before the scheduled start date, Customer will be charged 25% of the Base Course Fee (50% for Data Center classes). If cancellation or reschedule occurs within fifteen (15) business days of the class start date, Customer will be charged 50% of the Base Course Fee (100% for Data Center classes). If class (other than Data Center classes) has not been cancelled prior to class start date then 100% of the Base
Course Fee is due. Any such fee charged will not be applied to the price of any rescheduled courses or future courses.

Trivera Cancellation/Rescheduling: If customer cancels or reschedules a class within twenty (20) business days of the scheduled start date, Customer will be charged 25% of the base course fee. If cancellation or reschedule occurs within ten (10) business days of the first day of class, the customer will be charged 50% of the base course fee. If cancellation or reschedule occurs within five (5) business days of the start date, the Customer is subject to a 100% cancellation fee. Any such fee charged will not be applied to the price of any rescheduled courses or future courses.

VMware Cancellation/Rescheduling: If customer cancels or reschedules class within ten (10) business days prior to the class start date, customer is subject to a 100% cancellation fee. Any such fee charged will not be applied to the price of any rescheduled courses or future courses.

Regulations and Legal Compliance

Copyright Infringement: All Global Knowledge courses are copyrighted. Any unauthorized duplication is not allowed.

Non-discrimination Statement:
Global Knowledge Training LLC is committed to the principle of equal opportunity in education and employment. Global Knowledge Training LLC does not discriminate against individuals on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, ancestry, age, disability, veteran status or any other category protected under applicable law in the administration of its educational policies, admissions policies or employment policies.
Export Trade Compliance on all VMware Courses
VMware requires all students who attend VMware training to pass a background check prior to attending training. This step is to ensure compliance with U.S. laws and regulations on the export/re-export of products, services or technical data. The compliance regulates that VMware products, services and technical data must not:

• Travel to countries subject to U.S. embargoes or trade sanctions.
• Be obtained by any entity of an individual, whether in the U.S. or abroad, specified on U.S. government "exclusion" lists.
• Be used, directly or indirectly in the design, development or fabrication of nuclear, chemical or biological weapons or missile technology.

All students attending a VMware course must be registered through VMware's myLearn system where a trade compliance check will occur. Students must be approved and validated before the attending the course. If a student is denied, they will be asked to leave the classroom immediately per the export trade compliance requirement. Questions regarding the results of the compliance check should be directed to the VMware Export Compliance Team at exportorders@vmware.com.

Business-to-Business Training

Global Knowledge provides training only to individuals sponsored by an employer such as a business, government agency, nonprofit, etc. Individual members of the public are not allowed to register directly with Global Knowledge for classes. Read policy information specific to South Carolina.