FREQUENTLY ASKED QUESTIONS (FAQ)

A. SESSION TIMES

A.1 At what times do sessions start/finish in my time zone?

The sessions for all courses (except for country-specific courses) start at 14.30 Adelaide time on Monday, Wednesday and Friday. They run for three hours. For local times in your time zone, see this list and note that times are displayed in the 24-hour format. Local times are displayed for Africa, Asias, Europe and Oceania.

A.2 I’m based in the Americas. Why are there no local times listed?

We scheduled sessions to suit clients in our main focus regions. Unfortunately, that means that all sessions will be run at night if you are based in the Americas. Send us an e-mail if you would like to request a course at different times.

B. TECHNOLOGY

B.1 I have a slow/unreliable internet connection. Will I be able to join the training?

Check your speed by using this speed test. All courses will be delivered through Zoom, and we ask that video is turned on (that makes it the training a lot more personal). You should have at least 1.5 Mbps down/up speed for a good connection. See the full requirements here. If the line is interrupted, Zoom will try to re-establish the connection, or you can dial back in. Our technical co-facilitators will also be there to help.

B.2 I am unfamiliar with Zoom. Will there be some guidance?

Yes. You will receive a support package 72 hours before the course begins. You can also go on the Zoom tutorial page in the meantime to get familiar with the essentials. We’re also here to help with the set-up. Write us an email if you have technical problems.

B.3 Are there any other requirements?

You need to have a computer with webcam as well as a headset. Ideally, join from room with good light (have a window or lamp in front of you). During the training sessions, aim to have minimal background noise - please close doors and windows if possible.

C. BOOKINGS & CANCELLATIONS

C.1 Can I include multiple persons in one booking?

Yes. You can book up to five persons for the same course (as long as enough seats are still available). We aim to have a diverse mix of organisations in each course, and limit the course size to 20 participants. If you’d like to make a booking for more persons, send us an email.

C.2 Is there a deadline to book a specific course?

Yes. You can book all courses up to 72 hours before the start of the first session, as long as seats are still available. Book early to avoid missing out.

C.3 What payment methods are accepted?

All bookings are processed securely through Stripe, and you can use Visacard, Mastercard, American Express, as well as ApplePay to book a course.

C.4 Is there a waitlist for courses that are already full?

Yes. If your desired course is fully booked, you will have the chance to add yourself to the waitlist (at the booking page). You will receive an email if a place has been freed up. Alternatively, check whether other dates are available, and make sure to subscribe to our newsletter to get updates on new course dates and types.

C.5 What if I have to cancel a booking?

For cancellations made up to 7 days before the start of the booked course, we will return 75% of the price to the same card used for the original booking. We cannot offer a refund for cancellations made within less than 7 days before the course start. If an alternative date for the course is available, we can transfer your booking to that course. For support, write us an e-mail.

D. COURSE MATERIAL

D.1 How will I receive course material?

If booked for a course, you will receive an e-mail 72 hours before the start of the first session. This includes a link to a repository with all course material, as well as a guide for the technical set-up. This repository will remain active at least for 60 days after the end of the course. Make sure you download all material prior to that date.

D.2 Can I use course material for my work?

Yes, but for non-commercial purposes only. Most course material is fully functional and can be adjusted to your needs. You’re welcome to share it within your organisation, provided that you credit us.

D.3 Will I receive a training certificate?

Yes. Within 72 hours after the completion of a training course, all participants will receive a training certificate in pdf form.

D.4 My question is not listed above.

No problem, just send us an e-mail, and we’ll get back to you as soon as possible.