Spark27 | Service Desk Institute

Please read these Terms and Conditions carefully before purchasing a delegate ticket for SDI Spark27 (11–12 March 2027). By completing your purchase, you agree to be bound by these Terms and Conditions in full. If you do not agree with any part of these terms, please do not proceed with your purchase.

1. Definitions

In these Terms and Conditions, the following terms have the meanings set out below:

"Event" means SDI Spark27, a two-day conference held on 11–12 March 2027, organised by the Organiser at the venue and on the date(s) specified at the time of booking.

"Organiser" means the Service Desk Institute (SDI) or its duly authorised representative responsible for managing and delivering the Event.

"Delegate" or "Ticket Holder" means the individual named on the ticket and attending the Event.

"Purchaser" means the individual or organisation completing the ticket purchase, who may or may not be the Delegate.

"Ticket" means the delegate pass granting access to the Event, including any digital or physical evidence of registration.

"Booking Confirmation" means the written confirmation (including email) issued by the Organiser upon successful purchase.

2. Ticket Purchase and Registration

2.1 Eligibility

Tickets are available to individuals aged 18 and over. By purchasing a ticket, the Purchaser confirms they meet this requirement and that all information provided is accurate and complete.

2.2 Confirmation

A Booking Confirmation will be issued to the email address provided at registration. This constitutes the Purchaser's proof of purchase. It is the Purchaser's responsibility to ensure the correct email address is supplied. The Organiser accepts no liability for non-receipt of confirmation due to inaccurate contact details.

2.3 Ticket Validity

Each ticket is valid for one named Delegate only and grants access to the standard programme for the Event. Tickets are non-transferable unless the transfer process set out in Section 5 is followed.

2.4 Pricing

All ticket prices are as stated at the time of booking and are exclusive of VAT, which will be added at the prevailing rate where applicable. The Organiser reserves the right to alter pricing for future ticket releases without notice.

3. Payment

Full payment is required at the time of purchase. The Organiser accepts payment by the methods displayed on the booking platform. Tickets will not be issued until payment has been received and cleared in full.

Where invoice payment has been agreed in writing in advance, payment must be received no later than 30 days from the invoice date, or 14 days before the Event, whichever is sooner. Failure to pay by the due date may result in cancellation of the booking without refund.

4. Cancellation and Refund Policy

4.1 Cancellation by the Delegate or Purchaser

The following cancellation terms apply from the date of written notice received by the Organiser:

On or after 1 September 2026: Tickets are strictly non-refundable. No cash refund will be issued regardless of the reason for cancellation.

In addition to the above, the Delegate may request a credit note to the value of the ticket price paid. This credit note may be applied against any other service or event provided by the Service Desk Institute.

All cancellations must be submitted in writing to the Organiser's designated contact address. Cancellations made verbally or through a third party will not be accepted. The date of receipt by the Organiser determines the applicable refund tier.

4.2 Substitution in Lieu of Cancellation

As an alternative to cancellation, the Purchaser may transfer the ticket to a substitute Delegate at no additional charge, provided written notice is given no later than 30 days before the Event (see Section 5).

4.3 Cancellation by the Organiser

The Organiser reserves the right to cancel or postpone the Event due to circumstances outside its reasonable control, including but not limited to: acts of God, extreme weather, pandemic or public health emergency, government restriction, venue unavailability, or insufficient delegate registrations.

In the event of cancellation by the Organiser, Delegates will be issued a credit note to the value of the ticket price paid. This credit note may be applied against any other Service Desk Institute service or a deferred conference. No cash refunds will be issued in these circumstances.

The Organiser shall not be liable for any additional costs incurred by Delegates, including but not limited to travel, accommodation, or loss of earnings.

5. Ticket Transfers

Tickets may be transferred to a substitute Delegate subject to the following conditions:

The Purchaser must notify the Organiser in writing at least 30 days before the Event.

The full name, job title, organisation, and contact email of the substitute Delegate must be provided.

No additional fee is payable for a single transfer. Further transfers may incur an administration fee at the Organiser's discretion.

Tickets may not be resold, auctioned, or otherwise transferred for commercial gain. Any ticket obtained in this manner may be cancelled without refund.

6. Attendance and On-Site Conduct

6.1 Admission

Delegates must present their Booking Confirmation (digital or printed) and valid photo identification upon arrival. The Organiser reserves the right to refuse entry to any individual who cannot provide adequate identification or who has failed to comply with these Terms and Conditions.

6.2 Code of Conduct

The Service Desk Institute Conference and Awards are committed to providing an inclusive, respectful, and harassment-free experience for all attendees, regardless of gender, gender identity and expression, age, sexual orientation, disability, neurodiversity, physical appearance, body size, race, ethnicity, nationality, religion (or lack thereof), or technology choices. We do not tolerate harassment, discrimination, or inappropriate behaviour in any form.

Expected Behaviour

Treat all participants with respect and consideration.

Communicate openly and thoughtfully while being mindful of different perspectives.

Respect personal boundaries and obtain explicit consent before initiating physical contact.

Foster an environment where everyone feels safe to participate, ask questions, and engage.

Unacceptable Behaviour

Unacceptable behaviours include, but are not limited to:

Harassment, including offensive verbal comments related to identity, appearance, or background.

Deliberate intimidation, stalking, following, or non-consensual photography or recording.

Sustained disruption of talks, sessions, or events.

Inappropriate physical contact or unwelcome sexual attention.

Use of sexualised language, imagery, or behaviour in any conference setting, including talks, workshops, online discussions, and social events.

Advocating for or encouraging any of the above behaviours.

Reporting a Concern

If you experience or witness unacceptable behaviour, or have any concerns, please contact a member of the conference staff immediately. Staff members will be identifiable by branded clothing and/or badges. They are trained to address concerns with discretion and will take appropriate action, which may include:

Providing support to those affected.

Engaging venue security or local law enforcement if necessary.

Issuing warnings or removing violators from the event without a refund.

Commitment to Safety

Conference staff are available to assist attendees in feeling safe, including arranging escorts or providing contact information for local security or support services. We appreciate your cooperation in creating a welcoming and respectful environment for all.

Scope

This Code of Conduct applies to all event-related activities, including talks, workshops, networking events, and online discussions associated with the SDI Conference and Awards. All participants, including attendees, speakers, sponsors, and volunteers, are expected to comply.

By attending, you agree to uphold these standards and contribute to a positive and inclusive experience for all.

6.3 Health and Safety

Delegates must comply with all health and safety instructions issued by the Organiser or venue staff. Any individual with a medical condition or accessibility requirement should notify the Organiser at the time of booking or 30 days in advance so that appropriate arrangements can be made.

6.4 Dietary Requirements and Allergies

Delegates with dietary requirements or food allergies must notify the Organiser in writing at least 30 days before the Event. The Organiser will make reasonable efforts to accommodate requirements notified within this timeframe, but cannot guarantee that late notifications or requirements disclosed on the day can be catered for. Delegates who fail to notify the Organiser within the required period attend catered sessions at their own risk.

6.5 Photography and Recording

Photography, audio recording, and video recording by Delegates is permitted for personal use only. Commercial use, live streaming, or broadcast of any Event content without prior written consent from the Organiser is strictly prohibited.

Photography, audio recording, and video recording will take place during this event on behalf of the organiser. By attending, you consent to the use of your image and/or voice in promotional materials produced by the organiser unless notified you would like to be exempt.

7. Intellectual Property

All content, presentations, materials, and intellectual property displayed or distributed at the Event remain the property of the Organiser or the respective content owners. Delegates may not reproduce, distribute, or publish Event content without express prior written permission.

8. Limitation of Liability

To the fullest extent permitted by applicable law:

The Organiser's total liability to any Delegate or Purchaser in connection with the Event shall not exceed the ticket price paid.

The Organiser shall not be liable for any indirect, consequential, or special losses, including loss of profit, loss of opportunity, travel or accommodation costs, or loss of data.

Nothing in these Terms and Conditions shall limit liability for death or personal injury caused by the Organiser's negligence, or for fraud or fraudulent misrepresentation.

Delegates attend the Event at their own risk. The Organiser strongly recommends that Delegates arrange appropriate travel insurance prior to attendance.

9. Data Protection and Privacy

The Organiser processes personal data in accordance with applicable data protection legislation, including the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018. By purchasing a ticket, the Purchaser consents to the Organiser using personal data for the purposes of event administration, communication, and (where consent is given) future marketing.

By registering for SDI Spark27, you consent to your contact data being shared with the event sponsors for the purposes of follow-up communications. You retain the right to opt out of such communications at any time by contacting the relevant sponsor directly or by using the unsubscribe mechanism included in any communication received.

A copy of the Organiser's full Privacy Notice is available upon request or on the Event website.

10. Amendments to the Event

The Organiser reserves the right to make changes to the Event programme, speakers, schedule, or venue where reasonably necessary. Every effort will be made to communicate any material changes to registered Delegates in advance.

11. Force Majeure

The Organiser shall not be in breach of these Terms and Conditions and shall not be liable for any delay or failure to perform its obligations if such delay or failure results from events, circumstances, or causes beyond its reasonable control, including but not limited to acts of God, extreme weather, pandemic or public health emergency, government restriction, or venue unavailability.

In the event the Event is cancelled or postponed due to force majeure, no cash refunds will be issued. Affected Delegates will receive a credit note to the value of the ticket price paid, redeemable against any other Service Desk Institute service or a deferred or rescheduled conference. The Organiser will provide affected Delegates with reasonable notice of any such cancellation or postponement.

12. Governing Law and Jurisdiction

These Terms and Conditions and any dispute or claim arising out of or in connection with them (including non-contractual disputes or claims) shall be governed by and construed in accordance with the laws of England and Wales. The parties irrevocably submit to the exclusive jurisdiction of the courts of England and Wales.

13. Contact and Complaints

For any queries, transfer requests, cancellation notices, or complaints relating to your SDI Spark27 delegate ticket, please contact the Organiser using the details provided on the Event website or in your Booking Confirmation.

Complaints will be acknowledged within 5 working days and a full response provided within 20 working days.

By purchasing an SDI Spark27 delegate ticket, you acknowledge that you have read, understood, and agree to these Terms and Conditions.