The Service Management Association Limited, trading as ITSMF UK, Terms & Conditions

Welcome to the ITSMF UK website based, terms and conditions for use.

These terms apply to the use of the itSMF UK website at and by accessing this website and/or placing any order or participating in any forum or other service, you agree to be bound by the terms and conditions set out below. If you do not agree to be bound by these terms and conditions you may not use or access this website or you may not be provided with products and services from itSMF UK.


  • “Conditions” means these terms and conditions
  • “Website” means the website located at or any subsequent URL which may replace it
  • “Product” and “service” means a product or service displayed for sale on the Website
  • “Users” means the users of the website collectively
  • “Personal Information” means the details provided by you on registration
  • “We/Us/Our” means The Service Management Association Limited, trading as ITSMF UK
  • “Cookies” means small text files which our Website places on your computer’s hard drive to store information about your shopping session and to identify your computer
  • “United Kingdom” means England, Wales, Scotland, Northern Ireland and the Channel Islands and other dependencies
  • “You” means a user of this website.


You warrant that the Personal Information which You are required to provide when You register as a member or customer is true, accurate, current and complete in all respects; and You will notify Us immediately of any changes to the Personal Information on the Website itself, via email at or by telephone on +44(0)118 918 6500. You agree not to impersonate any other person or entity or to use a false name or a name that you are not authorised to use.


You agree fully to indemnify, defend and hold Us, and Our officers, directors, employees, agents and suppliers, harmless immediately on demand, from and against all claims, liability, damages, losses, costs and expenses, including reasonable legal fees, arising out of any breach of the Conditions by You or any other liabilities arising out of your use of this Website, or the use by any other person accessing the Website using your shopping account and/or your Personal Information.

Our rights

We reserve the right to modify or withdraw, temporarily or permanently, this Website (or any part thereof) with or without notice to You and You confirm that We shall not be liable to You or any third party for any modification to or withdrawal of the website; and/or change of the Conditions from time to time, and your continued use of the Website (or any part thereof) following such change shall be deemed to be your acceptance of such change. It is your responsibility to check regularly to determine whether the Conditions have been changed. If you do not agree to any change to the Conditions then you must immediately stop using the Website.

Availability of the Website

Although we aim to offer you the best service possible, we make no promise that the services at this Website will meet your requirements. The Service Management Association Limited cannot guarantee that the service will be fault free. If a fault occurs in the service you should report it to and we will attempt to correct the fault as soon as we reasonably can. Your access to the website may be occasionally restricted to allow for repairs, maintenance or the introduction of new facilities or services. We will attempt to restore the service as soon as we reasonably can.

Third party links

To provide increased value to our Users, We may provide links to other websites or resources for you to access at your sole discretion. You acknowledge and agree that, as You have chosen to enter the linked website, We are not responsible for the availability of such external sites or resources, and do not review or endorse and are not responsible or liable, directly or indirectly, for (i) the privacy practices of such websites, (ii) the content of such websites, including (without limitation) any advertising, content, products, goods or other materials or services on or available from such websites or resources or (iii) the use to which others make of these websites or resources, nor for any damage, loss or offence caused or alleged to be caused by, or in connection with, the use of or reliance on any such advertising, content, products, goods or other materials or services available on such external websites or resources.


We will treat all your Personal Information as confidential (although we reserve the right to disclose this information in the circumstances set out below). We will keep it in a secure environment on Our server and We will fully comply with all applicable UK Data Protection and consumer legislation in place at the time of the transaction. When you shop on this Website, We will ask you to input and will collect Personal Information from You such as your name, email address, billing address, delivery address, telephone number, product selections and a password. Credit card and other payment information will be collected using secure third party payment gateway providers. We may also collect information about where You are on the internet (e.g. the URL from which You were referred, IP address, domain types such as and .com), your browser type, the country where your computer is located, the pages of Our Website that were viewed during your visit and any search terms that You entered on the Website. We may collect this information even if you do not register with us. You should be aware that this site is being monitored and may capture information about your visit that will help us improve the quality of our service. We use your information only for the following purposes:

  • for processing your orders
  • for statistical or survey purposes to improve this Website and Our services to You
  • to serve Website content to You
  • to administer this Website
  • if you consent, to notify you of products or special offers that may be of interest to you
  • as a membership organisation part of the benefit of our events is networking, therefor we sometimes share participant lists with delegates (name, title & company ONLY). If you would like to opt out of this please contact the ITSMF UK Office.

You agree that You do not object to us contacting You for any of the above purposes whether by telephone, email or in writing and You confirm that You do not and will not consider any of the above as being a breach of any of your rights under the Privacy and Electronic Communications (EC Directive) Regulations 2003. In the event that You do not wish to be contacted for such purposes, ensure that You email

You may unsubscribe from Our contact list at any time by visiting the itSMF web page and adjusting your user settings under ‘Manage my Personal Details’ then ‘Options’. If you are experiencing difficulty using this service please contact ITSMF UK by emailing us at or telephoning on +44(0)118 918 6500 between 9am-5pm GMT, Monday to Friday.

Your Personal Information may be disclosed to other businesses and to reputable third parties who will help process your order. We require all such third parties to treat your Personal Information as fully confidential and to fully comply with all applicable UK Data Protection and consumer legislation in place at the time. We will not release your Personal Information to any company for mailing or marketing purposes. You should be aware that if we are requested by the police or any other regulatory or government authority investigating suspected illegal activities to provide your Personal Information and /or User Information, We are entitled to do so.

A shopping account should be kept active as long as the customer is still using it; if the account has not been used for a period of 1 year then the personal data will be removed.

We use Cookies to keep track of your current shopping session to personalise your experience and so that You may retrieve your shopping basket at any time – if You do not accept Cookies You will be unable to use this website. Any material, information or other communication You transmit or post to this site(unless it is Personal Information or is related to your order) will be considered non-confidential and non-proprietary and may be reproduced by ITSMF to further its cause, unless You tell Us otherwise in writing. Please check back frequently to see any updates or changes to our privacy policy.


We will take all reasonable care, in so far as it is within Our power to do so, to keep the details of your order and payment secure, but in the absence of negligence on Our part we cannot be held liable for any loss You may suffer if a third party procures unauthorised access to any data You provide when accessing or ordering from the website.

Orders for publications

All orders for publications will normally be despatched within 5 working days. Should any item not be available (e.g. due to being out of print), no substitute will be despatched and you will be notified of the matter at the earliest convenience. In the case of forward orders, no payment will be taken from your account when you complete the payment process. You will be considered to be simply registering your interest, when the item is published you will be contacted and invited to proceed with your order.

We aim to deliver your materials within a reasonable time frame; however should an item not arrive within 28 days please contact

Customers from outside the UK will be responsible for any applicable import taxes into their country.

Right to refuse

We reserve the right not to accept any order. Prospective purchasers will be notified of the reasons for any such rejection and if necessary money refunded. (Any services/products bought or booked without payment by credit card must quote a valid Purchase Order number).

Checking your order

To check your order status, sign in at the ITSMF UK webpage, click on the ‘Manage my Orders’ link at the bottom of the page, and then click on ‘View completed Orders’. If you find that your order has only been partially delivered, this maybe due to a number of reasons such as an item being temporarily out of stock. If this is the case we will make every effort to notify you and endeavour to ensure that the rest of you items will be dispatched promptly. However, if your order is obviously incomplete, over-delivered or damaged, or if you wish to change or cancel your order, please email or telephone on +44(0)118 918 6500 between 9am and 5pm GMT, Monday to Friday.

Refund & Returns policy

We hope you will always be pleased with your purchase. However if any Products bought from us are damaged, faulty, or not as described we will be happy to refund or exchange such Products. In cases of faulty, damaged or incorrect goods, (particularly those which are publications) being returned to Us, as well as the original cost of the item, we will refund your original delivery charge plus the reasonable costs incurred by you in returning said goods. Returns should be made within 14 days and in original, undamaged packaging where possible. Returns should be sent to Us using the same delivery service by which they were received (or in the case of international transactions by an equivalent service of similar cost to that by which they were received). We will not refund costs for unwanted items.

A refund to your account will be made upon receipt of the returned item. If We find that the Product has not been returned to Us in fully resalable condition, We reserve the right to refuse a refund on the item, or deduct up to 25% of the original selling price from the refunded amount.

Electronic Media Refund

All electronic material is non-refundable. Refunds will only be provided for PDFs if they do not work on your system and after reasonable attempts have been made to resolve any issues that occur. If you are experiencing a problem accessing your PDF documents please contact, fully explaining your issue and quoting your invoice number.

We advise customers to read any care and maintenance instructions included with the Product (and elsewhere in this Website) to avoid any damage or difficulties that occur due to inappropriate use. In these circumstances We are not able to offer either a replacement or a refund. None of the above conditions affect your statutory consumer rights.

If You do have cause for complaint We urge You to contact us immediately by phone on +44(0)118 918 6500 (selecting the Publications option). 9am-5pm GMT, Monday to Friday) or email so that we may be able to resolve any problems You may have.


All Bookings must be made either via the UK website, OR an official Event booking form.

  • Bookings are accepted on a first come, first served basis
  • All bookings must include either a valid Purchase Order number or payment by credit card
  • For bookings by Purchase Order, itSMF UK reserve the right to request a physical copy of the order before accepting the booking
  • Discount rates will be offered to valid members. Additional discount may be offered on group bookings
  • Delegate name substitutions may be made at any time
  • Delegate cancellation must be made in writing or through the ITSMF UK website

Our events often attract social media coverage and the taking of photos is inevitable. If you do not wish to be pictured at our events please speak to the host on the day.

Right to refuse entry to events or eject attendees

We reserve the right to refuse entry to any member or non-member. The reasons for refusal of entry are entirely at Our discretion and if We feel it is necessary, reasons will be provided to any individual who is refused entry. People refused entry will not be deemed eligible for a refund unless this is seen as appropriate by Us.

The right to refuse entry also applies to re-entry of those people who are already at any itSMF UK event. If we decide that behaviour or other factors are sufficient enough to warrant the ejection of an individual We will notify that individual (or the supervisor or manager or employer of that person if present) immediately. The reasons for refusing re-entry or ejecting people from an event are also at Our discretion and do not make that person eligible for any refund. If an individual is asked to leave they must do so immediately from the event and any accommodation if provided, that is part of the event. At Our discretion, we may refund the individual for his or her accommodation costs.

These terms relating to right to refuse and to request attendees to leave apply for all itSMF UK events and for all people present including, but not limited to – delegates, sponsors, exhibitors, speakers and media partners.

Travelling to the United Kingdom

When traveling to the United Kingdom to attend an itSMF UK event your specific passport and visa requirements, and other immigration requirements, are your responsibility and you should confirm these with the relevant embassies and/or consulates. itSMF UK DO NOT accept any responsibility if you cannot travel because you have not complied with any passport, visa or immigration requirements.

Bookings for customers from countries that require a VISA to enter the United Kingdom will not be accepted and/or reserved until full payment is received. Cancellations are subject to our normal Conference & Seminar cancellation policies and NO refunds will be issued if you are unable to travel to the United Kingdom.

Seminars, Masterclasses and other paid events (excluding conference)

The Payment term for all standard delegate bookings via Purchase Order is strictly 30 days from date of invoice.

If payment is not received by this date, We retain the right to re-sell the booking.

Cancellation Policy

The Seminar cancellation terms & conditions, are as follows:

  1. Notice must be received in writing to the office. The date of cancellation is as the date received in the office.
  2. Delegates 22 – 42 days prior to the Seminar – 50% Refundable
  3. Delegates 0 – 21 days prior to the Seminar – NO REFUND
  4. Delegate substitutions may be made at any time.
  5. Seminar Sponsorship and Exhibitor’s 0 – 60 days prior to the Seminar – NO REFUND

Acceptance of the order by The Service Management Association (ITSMF UK) Limited constitutes acceptance of the terms and conditions by the purchaser.

Exhibition places (stands) cancellation can only be made in writing and the date of cancellation is the date the notification is received in the office… all correspondence is date stamped on arrival.

If an event is cancelled or postponed attendance fees will be refunded in full but We accept no liability for any other expenditure that may have been incurred.

Event data

For some events, including but not limited to, the annual Conference, we will send information to all registered delegates on behalf of event sponsors or about further information within the specific event.

Conference & Exhibition (Stands, Sponsorship or Delegates)

Early Booking Delegates

Delegates who have booked prior to the specified ‘offer’ end-date are only eligible for the Early Booking rate if full payment has been received by that date. If payment is not received by that date then the booking will revert to the Standard Full Delegate price and the difference in price will be charged.

Cancellation Policy

Stand, Sponsorship and Delegate places are subject to the following cancellation charges. For all bookings (either via the website or letter):

  • 90 – 120 days prior to the Conference start – 30% of total invoice value payable
  • 60 – 90 days prior to the Conference start – 50% of total invoice value payable
  • 0 – 60 days prior to the Conferences start – 100% of total invoice value payable

Stand & Sponsorship cancellations can only be made in writing and the date of cancellation is the date the notification is received in the office. All correspondence is date stamped on arrival.

Substitutions or Changes

Occasionally, due to factors beyond Our control, certain speakers may not appear at specific events. In this instance, substitute speakers may not address exactly the same topic as that publicised. Any such changes will be published as early as possible. Additionally We reserve the right to make any changes to the advertised program that may prove necessary.

Memberships Discounts

Please note that Memberships to itSMF UK will not be activated until full payment is received. Any booking discounts will not normally be applied until the Membership has been activated.

VAT within the European Union (excluding the United Kingdom)

EU customers purchasing GOODS or SERVICES to which EU exemption applies, MUST provide a valid EU VAT number or VAT will be applied at the UK applicable rate.

Payment Terms

All invoices raised by The Service Management Association (ITSMF UK) Limited are due for settlement in full within 30 days of the date of invoice.

All payments should be made in STERLING ONLY for the full value of the invoice and must include any bank charges that may be incurred when making the payment from outside the UK.

If The IT Service Management Forum (itSMF) Limited incurs any loss due to bank fees (i.e. receives less than the full invoice value), We will charge a £15.00 administrative fee on any future invoices. Please note that payments made by Credit Card will avoid any bank charges.

Non Payment

Where payment is not received within our 30-day payment terms, The Service Management Association (ITSMF UK) Limited, reserves the right to impose a surcharge on all outstanding invoices of 2% per month or £10.00 per month, whichever is greater.

Payment Methods

The following are accepted:

  • Credit Cards: Visa/MasterCard & American Express.
  • Debit Cards: Maestro or Delta.
    Details Required: Card Type – Card Number – Valid from date – Expiry Date – Card Security Code (this is the last 3 or 4 digits printed on the card signature panel). American Express – 4 digits on the lower front right of the card. Exact name of the person on the Card – Registered Card Address & Telephone Number – Issue Number for Maestro cards.

  • Cheques: Payable to ‘Service Management Association Ltd’.
  • Bank Transfer, please contact for details;

Web postings

You must not abuse, harass or threaten others on our website forums. We do not allow bigoted, hateful or racially offensive statements, nor do We permit crude language; We do not allow the advocacy of any illegal activity; You must not post or distribute any material that infringes and/or violates any right of a third party or any law; You cannot use the product review form for commercial purposes of any kind.

We reserve the right to remove/ edit content at anytime and for any reason. By submitting any materials to Us, You automatically grant (or warrant that the owner of such materials expressly granted) Us a perpetual, royalty-free, irrevocable, non-exclusive right and license to use, reproduce, modify, adapt, publish, translate, publicly perform and display, create derivative works from and distribute such materials or incorporate such materials into any form, medium, or technology now known or later developed throughout the universe. In addition, you warrant that all so-called “moral rights” in those materials have been waived.

We are not responsible for, and do not represent or endorse the accuracy or reliability of, any opinion, advice, statement, recommendation or other information included in any message posted on this site, unless it has been posted by one of Our representatives. Any reliance by you on any such opinion, advice, statement, recommendation or other information shall be at your sole risk.

Intellectual property and right to use

The content of this Website is protected by copyright, trade marks, database and other intellectual property rights. You may retrieve and display the content of this Website on a computer screen, store such content in electronic form on disk (but not any server or other storage device connected to a network) or print one copy of such content for your own personal, non-commercial use, provided You keep intact all and any copyright and proprietary notices. You may not (or may not assist or facilitate any third party to) otherwise reproduce, modify, copy or distribute or use for commercial purposes any of the materials or content on the Website without written permission from Us. The Service Management Association (ITSMF UK) Limited is trade mark protected and no licence is granted to you in these Terms and Conditions to use any trade mark of The IT Service Management Forum (itSMF) Limited. All titles and rights belong to The Service Management Association (ITSMF UK) Limited.

Compliance with laws

The Website may be used only for lawful purposes and in a lawful manner. You agree to comply with all applicable laws, statutes and regulations regarding the Website and any transactions conducted on or through the Website.

Limitation of liability

The Website is provided by ITSMF UK without any warranties or guarantees. You must bear the risks associated with the use of the Internet.

This Website may provide content from other Internet sites or resources and while we try to ensure that material included on the Website is correct, reputable and of high quality, we cannot accept responsibility if this is not the case. We cannot guarantee the accuracy of the information provided on this website. We will not be responsible for any errors or omissions or for the results obtained from the use of such information or for any technical problems you may experience with this website. If we are informed of any inaccuracies in the material on the website We will attempt to correct the inaccuracies as soon as we reasonably can. We make no warranty that the website will meet your requirements or will be uninterrupted, timely or error-free, that defects will be corrected, or that the site or the server that makes it available are free of viruses or bugs or represents the full functionality, accuracy, and reliability of the website. We will not be responsible or liable to you for any loss of content or material uploaded or transmitted through the website. In particular, we disclaim all liabilities in connection with the following:

  • Incompatibility of the website with any of your equipment, software or telecommunications links
  • Technical problems including errors or interruptions of the website
  • Unsuitability, unreliability or inaccuracy of the inadequacy of the website to meet your requirements

To the full extent allowed by applicable law, You agree that We will not be liable to You/or any third party for any consequential or incidental damages (including but not limited to loss of revenue, loss of profits, loss of anticipated savings, wasted expenditure, loss of privacy and loss of data) or any other indirect, special or punitive damages whatsoever that arise out of or are related to this Website

Nothing in this paragraph applies to our liability in respect of Products sold through this Website.

Nothing in these Terms and Conditions shall exclude Our liability for personal injury or death caused by Our negligence. Our acceptance of an order takes place on despatch of the order, at which point the purchase contract will be made and You will be charged for your order.


The Conditions shall be governed by and construed in accordance with the laws of England and Wales and you irrevocably submit to the exclusive jurisdiction of the courts of England.


If you seek any further assistance which has not been indicated in the relevant pages above, please contact the Service Management Association (ITSMF UK) Limited at Premier Gate, Easthampstead Road, Bracknell, Berks RG12 1JS, UK