This Privacy Policy outlines the responsibilities of the seller and the rights of the buyer in relation to TDH training programs, conferences, and in-house training services.

Responsibility for Services

The seller is responsible for ensuring that the training product or service is delivered as described and functions as intended during its use by the buyer.

Refund and Transfer Policy

By agreeing to these Terms and Conditions, the buyer acknowledges that once a ticket for a training program, conference, or in-house training service has been purchased, it is non-refundable.

An exception applies where the buyer may transfer the ticket to another individual, subject to prior written notification and approval by the seller.

Service Defects and Remedies

If a defect or issue arises in the product or service that can be reasonably corrected, the buyer has the right to have the issue resolved free of charge, in a timely and proper manner. The seller shall address such issues without undue delay.

If a defect cannot be remedied and prevents the product or service from being used as intended, the buyer may be entitled to one of the following remedies, as determined by the seller:

• Replacement with an alternative product or service, or

• Withdrawal from the contract.

The same rights apply if the defect is technically removable but persists after repeated attempts to resolve it, or if multiple defects prevent proper use of the product or service.

For other non-removable defects that do not fully prevent use, the buyer may be entitled to a reasonable price adjustment, at the seller’s discretion.

Complaint Handling Process

Submitting a complaint may result in one of the following outcomes:

• Repair or correction of the service

• Replacement with an alternative service

• Issuance of a credit or refund where applicable

• A reasonable price adjustment

• A written explanation or reasoned refusal

The seller will determine the method of handling a complaint immediately or, in more complex cases, no later than three (3) business days from the date the complaint is received.

In justified cases requiring technical or operational assessment, the resolution period may extend up to thirty (30) days from the date of the complaint. Under no circumstances shall the complaint handling period exceed thirty (30) days.

If the complaint is not resolved within this period, the buyer may withdraw from the contract or request an appropriate alternative remedy.

Acknowledgement of Complaints

The seller shall issue an acknowledgment upon receipt of a complaint.

If a complaint is submitted by email, confirmation will be sent electronically without undue delay. Where immediate confirmation is not possible, it will be provided as soon as reasonably practicable.

A separate acknowledgment is not required if the buyer can otherwise demonstrate that the complaint was submitted.