Effective Date: April 2026
Last Reviewed: April 2026
This page covers all terms & conditions relating to School Improvement Liverpool Ltd, trading as SIL.
Access to, and use by you, of our website or any products, courses, services accessed and provided by SIL or any of its consortia subsidiary partners is subject to these Terms and Conditions.
1.1. Use of this site constitutes your acceptance of these Terms and Conditions, which take effect when you first use this site.
1.2. Please read these Terms and Conditions carefully. By booking, purchasing, subscribing, or using any of our products or services, you are accepting that you agree with these Terms and Conditions.
1.3. SIL reserves the right to change these Terms and Conditions at any time. You are responsible for checking this site to obtain notice of any such changes. Continued use by you of this site following any such changes constitutes your acceptance of these Terms and Conditions, as amended by the posted changes.
1.4. If any of these terms should be determined to be illegal, invalid or otherwise unenforceable by reason of the laws of any state or country in which these terms are intended to be effective, then to the extent and within the jurisdiction in which that term is illegal, invalid or unenforceable, it shall be severed and deleted from the clause concerned and the remaining terms and conditions shall survive, remain in full force and effect and continue to be binding and enforceable.
1.5. These Terms and Conditions shall be governed by and construed in accordance with English law and the English courts shall have exclusive jurisdiction for hearing any dispute arising under these Terms and Conditions.
1.6. The failure of SIL to exercise or enforce any right or provision of these Terms and Conditions shall not constitute a waiver of such right or provision.
1.7. The section titles in these Terms and Conditions are for convenience only and have no legal or contractual effect.
1.8. By placing an order with us by any means, for example via our website, over the phone or via email, you agree to an account being created for you on SIL's booking system.
1.9. Specific agreements or contracts entered into with SIL, for example, “Supply of Services”, “Partnership Agreement”, “Memorandum of Understanding” will contain “Terms” that complement these “Terms”.
1.10. SIL shall not be liable for any damages (including, without limitation, damages for loss of business or loss of profits) arising in contract, tort or otherwise from the use of or inability to use this site, services provided, products or any material contained in it, or from any action or decision taken as a result of using this site, services received or any such material.
1.11. Users of any SIL services, products and materials purchased from SIL or attendees on any SIL course are solely responsible for their own safety.
1.12. The materials provided by SIL cannot be relied upon for legal interpretation. Neither SIL nor its employees, trainers or consultants can accept responsibility for the actions of Subscribed or Registered Users, or those of other people using the site in litigation, or responsibility for any loss incurred as a result of relying on the site.
1.13. The Customer is responsible for making its own arrangements for the insurance of any loss.
1.14. All financial transactions with SIL will be conducted in GBP.
2.1. Access: Whilst SIL endeavours to ensure that websites (SIL and or partners) are normally available 24 hours a day, SIL will not be liable if, for any reason, the sites are unavailable at any time or for any period. SIL does not guarantee the functions contained in the sites will be uninterrupted or error-free, and that whilst security measures are in place the sites or its servers will be free of viruses or other harmful components, or that the sites cannot be tampered with by third parties.
2.2. Access to sites may be suspended temporarily or permanently and without notice. SIL may terminate use of services, with or without cause, at any time and effective immediately, at SIL's sole discretion. SIL shall not be liable to the user or any third party for termination of service. SIL can also stop providing services by giving you advance notice, or, in certain circumstances (where permitted under this Agreement and/or by law and/or Regulatory Requirements), without giving you notice.
2.3. International access to SIL sites. It is your responsibility to ensure that access and use of any or all of our products and services overseas is permitted in your country. SIL will not be liable for any losses and will not refund if permission is not granted by the rules and regulations of your country.
2.4. Force Majeure: If SIL is prevented, hindered or delayed from providing any services, products or sites in accordance with these terms and conditions by an event which is beyond SIL's reasonable control, including acts of terrorism, insurrection, riots, civil unrest and military action, the exercise of emergency powers by any local, regional or national governmental authority, fire, flood, earthquake, storm and other natural disasters, epidemic, pandemic or national emergency, industrial action, strikes and lock-outs, blockage or embargo or the failure or delay of supplies of power, fuel, transport, equipment, telecommunications systems, internet or other goods and/or services (including any third party materials) (a Force Majeure Event) SIL may, at its discretion:
3.1. You acknowledge and agree that the entire content, design and the selection and arrangement of the content and material contained in SIL’s Website, including but not limited to text, software (including applets), music, sound, photographs, graphics, video, page layout, are protected by copyrights, trademarks, service marks, patents, or other proprietary rights and laws.
You acknowledge and agree that you are permitted to use this material and information only on the basis expressly set out below and any use, such as but not limited to: copying, reproducing, transmitting, distributing, or creating derivative works of such content or information, is prohibited without the prior express, written authorisation of SIL.
3.2. You acknowledge that the copyright, design right and all other intellectual property rights in any product purchased from SIL and any other documents or items prepared or produced in relation to SIL belong to us absolutely. The names, images and logos identifying SIL are proprietary marks of SIL.
3.3. You are permitted to print and download extracts from this site only on the following basis:
4.1. Whilst SIL works to ensure that the information on this site is correct, no warranty, express or implied, is given as to its accuracy and SIL does not accept any liability for error or omission.
4.2. This site may, from time to time, contain links to third party websites which are controlled and operated by parties other than SIL. SIL is not responsible for the contents of any linked site.
Access by you to a linked site is at your own risk. Third parties are responsible for ensuring that materials submitted for inclusion on this site comply with national and foreign law. We cannot guarantee the accuracy or compliance of this material and expressly disclaim any responsibility for error, omission or inaccuracy in the material.
4.3. SIL welcomes the reporting of any errors found in our website or information relating to products and services.
4.4. SIL accepts no liability whatsoever and gives no warranty in relation to any goods or services sold by third parties to you through advertising on this site.
4.5. The price of any products will be as quoted on our site, except in cases of obvious error.
4.6. VAT will be added at checkout (where applicable).
4.7. It is always possible that, despite our best efforts, some of the products listed on our site may be incorrectly priced. We will normally verify prices as part of our fulfilment procedure.
Where a product's correct price is less than our stated price, we will charge the lower amount when dispatching the product to you. If a product's correct price is higher than the price stated on our site, we will normally, at our discretion, either contact you for instructions before dispatch, or reject your order and notify you of such rejection.
We are under no obligation to provide the product to you at the incorrect (lower) price, even after we have sent you an Order Confirmation, if the pricing error is obvious and unmistakable and could have reasonably been recognised by you as a mis-pricing.
4.8. If you are purchasing from outside the United Kingdom, you will be charged in pounds sterling and the banks will perform a currency conversion when the bill is paid. All international invoices must be paid, in cleared pounds sterling, in advance of the event.
4.9. Confirmation of your payment will be displayed on screen once it has been authorised and accepted. You will also receive confirmation of the transaction to the email address you have provided.
4.10. Your order will be fulfilled within 7 days of the date of purchase unless otherwise specified.
4.11. SIL accepts no responsibility for costs associated with delayed or lost deliveries.
Refunds and cancellations - Books and Physical Resources
4.12. Where we are unable to supply the products you have ordered for any reason, we will issue you with a refund within 7 days of your order, by crediting the card with which you paid for your order.
4.13. If the goods we deliver to you are not what you ordered or are damaged or defective in anyway, please let us know as soon as you can. We will then either (at your request) refund you the amount paid for the goods, or replace the goods you received.
4.14. Any refunds or replacements will only be issued once the original items are returned. SIL will not be liable for any costs associated with returns (postage, etc.)
4.15. Digital Products which are downloadable, such as certain E-Books, are not eligible for return or refund.
5.1. We reserve the right to review and amend subscription fees and increase them by a maximum of 7.5% per year or the UK Inflation Rate (whichever is higher). Any price increases will be communicated through update emails, service offer materials.
5.2. Please note that ALL SIL annual subscription products, services renew automatically unless cancelled at least thirty days in advance of the renewal date in writing to [email protected]
SIL is not required to provide a warning of this renewal, as it is automatic.
6.1. Training Course Delivery: Prices for on-site training are based on one school. Bespoke quotations for the delivery of on-site training for clusters of schools are available on request.
6.2. Training Cancellation: Failure to cancel your booking or non-attendance at our training courses will incur costs.
Our Service Level Agreements run from either April 2026 - March 2027 or September 2026 - August 2027.
7.1 SLA Cancellation
Without prejudice to any other right or remedy it may possess, the customer may immediately terminate an SLA without cause by written notice to SIL. In the event of termination, the customer shall be liable to pay SIL the following:
Where training, support or resources provided under an SLA have been accessed at any time prior to cancellation, 100% of the charges will apply.
7.2 Cancellation and Incidental expenditure
Where any service is purchased and subsequently cancelled, the customer will be liable to pay SIL the cost of any incidental expenditure already incurred as a result of the booking. This includes, for example, time already dedicated to preparing the services and incidentals such as travel tickets and hotel booking,s which cannot be fully refunded.
7.3 Requested Variations
Requests to vary any SLA or services bought (e.g. reducing the number of hours initially bought) will be considered on a case-by-case basis. Any refunds or other agreements will depend on expenditure and commitments already made, and whether these can be redistributed elsewhere by SIL at zero cost.
7.4 Service Arrangements
All aspects of our services are available between normal working hours, 08:30 to 16:45 and at other times, by negotiation (such as evenings).
7.5 Performance Standards and Supply of Services
Team Managers have the responsibility for ensuring that all Service Level Agreement activities are clearly planned, effectively implemented and fully evaluated and will work to ensure that the services offered are matched to schools’ needs.
In supplying services, SIL:
7.6 Quality Assurance and Monitoring
The quality of our services is monitored using a range of mechanisms, including:
7.7 Customer Obligations
In purchasing any SLA or Services, the customer agrees to:
7.8 Terms relating to the Schools’ HR SLA
Schools take full responsibility for the arrangement of interviews and hearings. Reasonable notice is required to ensure members of SIL’s Schools’ HR team can attend formal meetings and hearings.
Attendance at ad-hoc meetings is accommodated by mutual agreement.
All Schools are required to ensure that they adhere to the employment policies and procedures adopted by their Governors; and, where advice is sought, that they provide full information to the designated Adviser before advice is given, and thereafter as circumstances require.
Where the dismissal of staff is involved, Governors are reminded of the requirement to follow a fair procedure.
In occupational health cases, schools will meet the additional costs of any medical examinations, reports from the employee’s General Practitioner / Medical Specialist or authorised independent occupational counselling sessions.
For GDPR purposes, schools should have a Fair Processing or Privacy Notice in place covering the use of/sharing of staff data (including sensitive staff data) for legitimate employment purposes.
In order for the best possible level of service under this agreement, all establishments must adhere to the timescales and protocols as per relevant policies and procedures.
Where schools seek direct legal advice on any matter outside SIL’s Schools’ HR offer (for example, actual and/or potential Employment Tribunal Claims), separate contractual arrangements will be required.
7.9 Data Sharing Agreement
When purchasing any of our SLA services, customers will be asked to agree to SIL’s Data Sharing Agreement.
This Agreement sets out the terms under which SIL and the Customer will share personal data to enable SIL to deliver professional support services.
It ensures that any data sharing is fair, lawful, transparent, proportionate, and in compliance with the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018.
8.1. SIL are a VAT-registered company and charges VAT to our products and services where applicable.
8.2. The payment term is 30 days from the date of invoice.
8.3. Payment options are as follows:
Our payment options are as follows:
In addition, we may suspend all Services until payment has been made in full.
8.3.1 BACS
Please use your Invoice Reference (starting SIL00..) as your reference and email your remittance advice to [email protected], quoting your invoice number
8.3.2 Cheque
Please note, we are currently unable to take debit/credit card payments over the phone. Please call us on 0151 233 3901 if you need any further information.
Please ensure that payment is made in sufficient time for receipt by SIL by the due date (ie, 30 days from the invoice date).
8.4. Difficulties in making payment
If you have difficulties in making payment or think the amount charged is incorrect, please call 0151 233 3901 before the due date, giving your account reference and invoice number; we want to help.
Should payment not be received by the due date, we will take appropriate steps to recover the debt, for which additional charges may be levied.
Your account may include interest charges, in line with late payment legislation, if previous payments were received after the due date. Interest will accrue each day at 4% a year above the Bank of England's base rate, but at 4% a year for any period when that base rate is below 0%.
In addition, we may suspend all Services until payment has been made in full.
SIL, as a company wholly owned by Liverpool City Council, is under a duty to protect the public funds it administers, and to this end may use the information you provide to us for the prevention and detection of fraud.
It may also share this information with other bodies responsible for auditing or administering public funds for these purposes.
For further information on the national fraud initiative, see: http://www.gov.uk/government/collections/national-fraud-initiative
10.1. Our Privacy Notice is available on our website
10.2. SIL will comply with any school health and safety rules and daily routines. All information received will be treated as confidential between the school and SIL.
10.3. If, for any reason, a member of SIL would like to share information with a third party, then written permission will be sought from the school. Any printed documentation used elsewhere will be acknowledged if permission to share it has been granted by the school.
11.1 Room Booking Cancellation
Cancellation of your room booking must be made in writing and will be charged at the following rates:
11.2 Damage and Health & Safety
The customer will be liable for any damage to the room, furniture or equipment, caused by themselves or their delegates. The customer and/or delegates must not move any furniture that would block or obstruct any exits or fire routes. Accidents to persons whilst on the premises must be reported to the reception desk immediately.
11.3 Responsibility
The customer and their delegates are responsible for the loss or damage to any personal property, or damage to their cars.
Our Supply Agency policies and conditions can be found here.
Further information about our Supply Agency can be found here.
Please email [email protected] if you need any additional information.
SIL is committed to the highest standards of ethical conduct in all our activities and to making continuous improvements in this area.
We believe that there is a low risk of slavery or human trafficking having a connection with our activities.
This statement is an expression of our commitment to improving our practices to combat modern slavery and human trafficking both within SIL and within our supply networks to ensure that we are fully compliant with the Modern Slavery Act 2015.
We, of course, hope that you are completely happy with our service, but if something does go wrong, we would like to know about it, so that we can put things right and ensure it does not happen again.
If you are not happy with any aspect of the services you receive from SIL, please contact the relevant service manager with your concerns in the first instance. In the event of continued dissatisfaction, SIL operates a Complaints Procedure, which can be found here, to ensure formal complaints are investigated and managed appropriately.
You can contact us as follows:
