Terms of Service

These Terms of Service set out how Step By Step Training Limited (“Step By Step”, “we”, “us”) works with the organisations that commission training and the learners who participate in it. Please read them carefully. They apply whether you have found us through our website or been introduced through a referral or client arrangement.

These Terms are read alongside the Step By Step Code of Conduct, Privacy Policy, Administration and Cancellation Fee Policy and Complaints Policy, each published at stepbystep.co.nz/policies. Where an account has a Custom Client Services Term Sheet, a memorandum of understanding, or another written account arrangement with Step By Step, these Terms are read alongside that arrangement.

These Terms apply to:

• Purchasers being organisations that fund or commission training through Step By Step (such as vocational service providers, ACC, employers, or approved funders)
• Learners being adults who receive training services arranged through Step By Step

1. About Step By Step Training

Step By Step Training Limited is a New Zealand-based training provider specialising in digital skills, literacy and numeracy, and vocational training. We work with organisations across New Zealand to arrange and manage training for their clients and employees. Step By Step is an NZQA accredited private training establishment, and training is delivered under that accreditation.

Training is delivered by a community network of experienced independent contractor trainers, matched to each learner based on location, need, and availability. While trainers deliver sessions directly, all service responsibilities (referral management, trainer allocation, quality standards, and learner outcomes) sit with Step By Step.

If you have a question about whether Step By Step is the right fit for your organisation or your learners, get in touch.

2. Definitions

In these Terms:

Term	Meaning
BCTI	Buyer-created taxable supply information. An invoice document generated by a Purchaser in respect of an approved Referral, in place of an invoice issued by Step By Step.
Coordinator	A Step By Step staff member who manages the day-to-day relationship between the Purchaser, the learner, and the trainer. Coordinators are the main point of contact for referral management, programme progress, and any concerns that arise during training.
DNA	Did-Not-Attend: a confirmed instance of a learner not attending a scheduled session without giving 24 hours’ advance notice.
Fast Start	Step By Step’s standard requiring a TNA to be completed within 3 working days of accepting a referral, and the first training session to begin within 5 working days of training approval.
Funding Confirmation	The event that confirms funding is in place against a Referral, being the event applicable to the funding route recorded for the account under clause 4.2.
Hardware Loan Agreement	The agreement under which Step By Step loans a device to a learner for use during training.
Learner	An adult participant who receives training services arranged through Step By Step.
No-Show	A confirmed instance of a learner failing to attend a scheduled session with no contact whatsoever before or during the scheduled session time.
Programme	The agreed set of training sessions and learning objectives approved for a specific learner, as set out in their Referral.
Purchaser	An organisation that funds or commissions training through Step By Step, typically a vocational service provider, ACC, employer, or approved funder.
Referral	The instruction submitted to Step By Step to arrange training for a specific learner, including the agreed training scope, funding authorisation, and any relevant learner information.
Referrer	The Purchaser, or an individual authorised by the Purchaser, who submits a Referral to Step By Step. Where a Purchaser’s own funding contract requires Referrals to be made by a named person or role, that person or role is the Referrer for that account. The Referrer Portal is the Step By Step interface through which a Referrer submits and tracks Referrals.
Session	A single scheduled training appointment between a learner and their trainer, delivered in person or online as agreed.
Step Credit	The prepaid training credit balance held for a Purchaser’s account, used to fund and settle training delivery.
TNA	Training Needs Assessment: the initial assessment conducted with a learner to determine the appropriate training programme.
Working Days	Monday to Friday, excluding New Zealand public holidays.

3. Scope and application

These Terms apply to Purchasers funding or commissioning training through Step By Step, and to learners receiving training services arranged through Step By Step. By submitting a referral, approving training, or participating in a training programme, you agree to be bound by the applicable provisions of these Terms.

The Step By Step Code of Conduct, Complaints Policy, Administration & Cancellation Fee Policy, and Privacy Policy also apply and are incorporated by reference.

4. Purchaser terms

This section applies to organisations that fund or commission training through Step By Step.

4.1 Referrals

Purchasers refer learners to Step By Step to initiate training. Each referral starts the process: allocation to a trainer, conduct of a TNA, and issuance of a Referral. Step By Step will confirm receipt and advise the assigned trainer and expected TNA timing.

When submitting a referral, Purchasers must provide:

• The learner’s name and contact details
• The nature of the training need
• Any relevant care or safety indicators
• Funding authorisation reference
• Whether the referral is Fast Start or Non-Urgent (if Non-Urgent, this must be flagged at the time of referral)

Purchasers must not refer learners for training they do not have authority to fund, or where the referral does not meet their funder’s eligibility criteria.

4.2 Funding and commencement

Training is funded before it commences. Training proceeds once funding is confirmed against a Referral, and does not wait once it is.

Funding is confirmed by whichever of the following routes is recorded for the Purchaser’s account:

(a) Step Credit, a prepaid training balance held for the Purchaser’s account, confirmed when sufficient Step Credit is held against the Referral;
(b) buyer-created taxable supply information (a BCTI) generated by the Purchaser in respect of an approved Referral, where generation and supply of the BCTI confirms funding for that Referral;
(c) a credit facility made available by Step By Step, under which Step By Step funds the approved Referral and the Purchaser settles after delivery; or
(d) another funding route agreed in writing for the account.

Where an account has a Custom Client Services Term Sheet or other written account arrangement, that document records which route applies and the associated invoicing and payment terms. Delays in confirming funding may delay commencement. Step By Step is not responsible for commencement delays arising from a Purchaser’s own funding or approval processes.

The Training Needs Assessment sets out the assessed training need and Step By Step’s unit pricing for the Referral. The Purchaser decides the volume of training it purchases against that assessed need. Any completion appraisal, accreditation statement or competency statement issued by Step By Step relates to the training actually purchased and delivered.

4.3 Purchaser obligations

Purchasers must:

• Provide accurate and complete referral information at the time of referral
• Confirm learner readiness. By flagging Fast Start status, the Purchaser confirms the learner is available to commence TNA within 3 working days and training within 5 working days of approval
• Update Step By Step promptly if any learner information changes after referral, including contact details, availability, health or safety factors, or funding status
• Communicate training expectations clearly with learners before referral
• Work with Step By Step coordinators to align learner and trainer expectations
• Fund training in accordance with the agreed Step Credit terms
• Cooperate with Step By Step in managing learner progress, attendance, and programme completion

Purchasers are responsible for the accuracy of information provided. Failure to update Step By Step when learner circumstances change may affect training continuity and how cancellation or administration fees apply.

4.4 Where a programme does not proceed

Where a programme does not proceed as planned, Step By Step charges for services already supplied and for coordination and trainer time already committed. Charges for committed time are set on a banded basis that reflects the level of coordination and trainer time committed, rather than itemised per minute. The bands are capped and are calibrated to the cost of the work undertaken. They are set out in the Step By Step Administration and Cancellation Fee Policy, published at stepbystep.co.nz/fees.

No charge applies where a referral has been received but not yet allocated to a trainer, or where training has been approved but not yet assigned to a trainer. Where a Referral in progress is terminated at the Purchaser’s direction or because the learner withdraws, Step By Step charges for services supplied up to that date and for coordination and trainer time committed, and any remaining funded balance held against that Referral is released.

Non-attendance. Where a learner does not attend a scheduled session without at least 24 hours notice, one hour of the approved programme is treated as used, whatever the scheduled session length, as set out in clause 5.3. This is a use of purchased training time rather than an additional charge.

4.5 Conduct toward trainers

Step By Step trainers are independent professionals. Purchasers and their agents are expected to treat trainers with respect and courtesy at all times.

To maintain clear accountability and protect the integrity of the service, Purchasers should direct all queries about referral terms, delivery scope, and programme management to Step By Step rather than to the trainer directly. Purchasers must not seek to engage Step By Step trainers for work outside of the Step By Step service.

5. Learner terms

This section applies to adults who receive training services arranged through Step By Step.

5.1 How training works

Training is arranged through a referral process. You are typically referred to Step By Step by a Purchaser, for example your case manager, employer, or support provider. Step By Step will match you with a suitable trainer and be in touch to confirm the next steps.

Before training begins, an assessor will conduct a Training Needs Assessment (TNA) with you. This is a conversation to understand your goals and agree on a training plan. Once the plan is approved, Step By Step will send you a confirmation and ask you to confirm you’re ready to start.

5.2 Learner participation expectations

To get the most from your training and to help us deliver it well, we ask that you:

• Be honest in your TNA and share what you actually want to learn and any relevant background
• Commit to completing your agreed programme within the agreed timeframe
• Attend your sessions and give at least 24 hours’ notice if you need to cancel or reschedule
• Treat your trainer with respect and courtesy
• Make sure your training space is safe, suitable, and free from distractions
• Take reasonable care of any device loaned to you and return it promptly when training ends

5.3 Non-attendance

If you miss a session without giving at least 24 hours’ notice, this is recorded as a Did-Not-Attend (DNA). One hour of training will be treated as used for each DNA event, regardless of the original session length.

If you have three or more DNAs within a programme, this will be raised with your Purchaser. Step By Step may pause or restructure your training as a result. We understand that life can get in the way, so if something comes up, please let your trainer or coordinator know as early as possible.

5.4 No-shows

A No-Show is recorded where you do not attend a scheduled session and make no contact at all before or during the session time. This is different from a DNA, where you have given some notice, however late.

Where a No-Show is recorded, one hour of training will be considered used, regardless of the session’s original length. This reflects the commitment of your trainer’s time that has been made and cannot be recovered. Additional time may then be required to complete your training goals.

5.5 Your safety and wellbeing

Your safety and your trainer’s safety matter. We ask that:

• If training is online, you join from a safe and appropriate environment and treat the session with respect
• If training is at your home or premises, you make sure the space is safe, tidy, and suitable for a session
• You let your trainer or coordinator know in advance about any hazards, health considerations, or safety factors that might affect how training is delivered
• You do not behave in a way that is unsafe, abusive, or threatening toward your trainer or Step By Step staff, as this may result in training being paused or ended

5.6 Loaned devices

If Step By Step arranges for a device to be loaned to you, the loan is covered by a Hardware Loan Agreement you will sign when you receive it in accordance with our Hardware Policy.

Please take good care of the device, use it for training purposes, store it safely, and return it promptly when your training ends or when Step By Step asks for it back. Let your trainer or coordinator know straight away if anything goes wrong with it.

5.7 Your privacy

Step By Step holds your personal information in accordance with the Privacy Act 2020 (NZ) and our Privacy Policy. We share only what is necessary: your trainer receives the information needed to deliver your training safely and effectively. You have the right to access and request correction of your personal information at any time.

6. Health and safety

Step By Step takes its health and safety obligations seriously. We share relevant care or safety information with trainers where this is needed for safe delivery, support trainers in withdrawing from unsafe situations, and respond promptly to any reported safety concerns.

Purchasers and learners must tell us about any hazards, risks, or safety factors in the training environment that could affect a trainer’s safety or the suitability of delivery. Step By Step may suspend, reschedule, or end training where we consider the environment to be unsafe.

7. Privacy

Step By Step collects and holds personal information in accordance with the Privacy Act 2020 (NZ) and the Step By Step Privacy Policy. Personal information is shared only where necessary: with trainers (limited to what is required for delivery) and with Purchasers (in accordance with their reporting requirements). Full details of how we collect, use, and protect personal information are in our Privacy Policy.

8. Complaints

If you have a concern or complaint, whether you are a learner, a Purchaser, or anyone else involved in our services, we want to hear from you. Complaints can be raised with your Step By Step coordinator or directly with our head office.

We manage complaints in a way that is accessible, fair, and timely. View our full Complaints Policy.

9. Liability

Step By Step does not guarantee specific training outcomes. Training results depend on a range of factors including learner engagement, programme design, and individual circumstances.

Each party is responsible for their own acts and omissions. Nothing in these Terms limits any rights you may have under New Zealand consumer protection or other applicable legislation.

10. Changes to these Terms

Step By Step may update these Terms from time to time. Where a change materially affects Purchaser obligations, pricing or service delivery conditions, we will give no less than 30 days’ written notice before the change takes effect. This page always reflects the most current version of these Terms. Where Step By Step amends a published rate card, it will give affected Purchasers no less than 30 days’ written notice before the amended rates take effect, and the amended rates apply only to Referrals approved on or after the effective date. Referrals already approved are delivered at the rates quoted. Continued use of our services after a change takes effect means you accept the updated Terms.

11. Governing law and disputes

These Terms are governed by the laws of New Zealand. We encourage any disputes to be raised first through our Complaints Policy. Where a dispute is not resolved through that process, it may be referred to mediation or, if necessary, to the courts of New Zealand.

12. Contact us

Step By Step Training Limited
admin@stepbystep.co.nz