Services & Procedures
This document defines the Customer Engagement Department processes and policies. It is intended to provide our clients with the information they need to understand policies regarding rescheduling, postponing or canceling Services. Services refers to all types of interactions including project work, consulting, meetings, online and classroom training.
Time to Use Purchased Services
Services are valid for a period of one year from the purchase date. If the client opts not to complete a service within one year, the client will forfeit the service and will not be eligible for a refund or credit towards future services.
Confirmation, Cancellation for Regional Classroom Services
Classes are confirmed based on a minimum number of students required to hold each class. Jet Reports will confirm the scheduled classroom Services via email to each paid-registered attendee 4 weeks from the class start date. It is recommended that air travel or accommodations that may incur cancellation fees be purchased after this final e-mail confirmation is received. If you need to reschedule your seat in a class for any reason, notification is required 21 days or more before the start of the class (see credit schedule below). If you reschedule less than 21 days before the start of the class, a $250 change fee will be assessed. Only one reschedule will be allowed. If you are unable to attend the rescheduled class, you will forfeit your seat and not be eligible for credit towards rescheduling future services.
Onsite Cancellation and Rescheduling Policies
To be fair to all students and clients and minimize onsite and classroom cancellations please review the credit schedule below. Credits may be used towards future services. The client will be responsible for any expenses incurred on behalf of the client for onsite Services prior to canceling the scheduled Services.
|21 days before Services||75% Credit|
|14 days before Services||50% Credit|
|7 days before Services||25% Credit|
In-House and Local Onsite Services
We encourage our clients to come to our offices to complete Services in person. We are also available to work onsite locally in the Portland Metro area. Postponement or cancellation of an In-House or local onsite Service will be allowed up to 7 days before the first session. If prior arrangements are not made, the client will forfeit the full Services fee as scheduled. Travel time and expenses to and from the Jet Reports office will be charged for local onsite work.
Postponement or cancellation of an online session will be allowed up to 48 hours in advance of the scheduled time. If prior arrangements are not made, the client will be charged for the time as scheduled.
Project Consulting Services
When Jet Reports professionals work with clients on project work the following will apply. Client will provide access to all hardware, software and technical support required to complete the project. Any time spent troubleshooting connections will be billable to the client. Client must review and request changes to all project work products in a timely manner. Client will notify Jet Reports in writing if a task, work product, draft report or other work is not satisfactory, within 5 business days of completion. Additions or adjustments outside of the original scope may require rescheduling and may result in additional cost to the client. If the client does not give feedback or sign-off within the 5 day period, the work will be considered complete.