Terms & Condition
MedPro & SonoSchool | Terms & Conditions '2025
1) Complaints and Suggestions Policy
Introduction:
The company is committed to providing the highest quality services and believes that customer and trainee feedback is a key factor in continuous improvement. Therefore, we offer effective channels for submitting complaints and suggestions, ensuring they are handled objectively and transparently to provide the best possible experience for all beneficiaries.
Channels for Submitting Complaints and Suggestions:
1. Physical Complaint Box: A designated box is available at the reception area where customers and trainees can fill out a complaint and suggestion form and place it in the box.
2. Electronic Form: Complaints and suggestions can be submitted electronically through a dedicated Google Forms link, which is available on our official communication channels.
Complaint Handling Process:
1. Receiving Complaints and Suggestions:
• All paper forms are collected daily by the reception officer.
• Electronic submissions are reviewed regularly by the complaints team.
2. Forwarding Complaints to the Relevant Department:
• The reception officer analyzes the complaint or suggestion and forwards it to the relevant department for review.
• Each complaint is assigned a reference number for easy tracking.
3. Reviewing the Complaint and Taking Action:
• The relevant department studies the issue and determines an appropriate solution.
• If further clarification is required, the complainant may be contacted.
4. Responding to the Complaint:
• An official response is sent to the reception officer within 3 business days from the complaint submission.
• The complaints officer then communicates the resolution to the complainant.
Reviewing and Evaluating Complaints and Suggestions
• At the end of each month, a comprehensive report is prepared, analyzing the received complaints and suggestions.
• Recurring issues and areas needing improvement are identified.
• Corrective actions are taken to enhance service quality and reduce recurring issues.
Confidentiality of Information
• All complaints and suggestions are handled with strict confidentiality.
• Complaint details are only shared with the departments responsible for resolving them.
• Measures are taken to ensure the complainant's privacy and prevent any negative repercussions from submitting a complaint.
Our Commitment
We are committed to achieving the highest levels of satisfaction among customers and trainees, continuously developing our services based on received feedback. We welcome all complaints and suggestions and pledge to handle them seriously to ensure service improvement for everyone.
2) Public Behavior Policy
At MedPro Training Center we are committed to providing a professional and respectful learning environment for all participants. In order to ensure the success of our courses and maintain a positive atmosphere, we kindly request that all candidates adhere to the following guidelines during their participation:
1. Respect and Professionalism
All participants are expected to behave with courtesy and professionalism at all times. This includes showing respect to fellow participants, instructors, and staff members. Disrespectful, disruptive, or inappropriate behavior will not be tolerated and will result in cancellation of the activity with no refund.
2. Punctuality
Candidates should arrive on time for all sessions and return promptly from breaks. Consistent tardiness disrupts the learning environment and may affect course progression.
3. Active Participation
Engaging in course activities and discussions is essential. Candidates should demonstrate an eagerness to learn and contribute positively to group activities. This includes following instructions and asking questions when necessary.
4. Confidentiality and Privacy
Participants must respect the confidentiality of any sensitive or personal information shared during the course. This includes patient data, clinical cases, or any proprietary information provided by the training center.
5. Dress Code
Participants should adhere to the appropriate dress code for medical training, which includes wearing comfortable yet professional attire. In clinical settings, protective gear and uniforms as required must be worn at all times.
6. Zero Tolerance for Discrimination and Harassment
Discriminatory or harassing behavior, including but not limited to, based on race, gender, ethnicity, religion, disability, or sexual orientation, is strictly prohibited. Our center is a space of inclusion and equality for all.
7. Substance Abuse
The use of alcohol, illegal drugs, or any intoxicating substances during course participation is prohibited. Any participant under the influence will be asked to leave the premises immediately.
8. Compliance with Center Policies
All candidates must follow the center’s policies and regulations, including safety protocols, attendance requirements, and health and safety standards.
9. Feedback and Improvement
We encourage participants to provide constructive feedback at the end of the course to help improve the learning experience. Feedback should be communicated in a respectful and professional manner. Any participant found in violation of these guidelines may be subject to disciplinary actions, including but not limited to warnings, temporary suspension, or expulsion from the course, depending on the severity of the behavior.
We are committed to creating a positive and enriching environment for all of our participants, and we appreciate your cooperation in maintaining the integrity of our courses.
3) Refund Policy
Introduction
The company is committed to handling refund requests in accordance with approved regulations and policies to ensure trainees’ commitment to the training course. This guarantees the quality of tthe educational program provided and ensures that trainees receive their accredited certificates.
General Policies
• Policy in case of force majeure or circumstances beyond the company’s control.
• Policy in case the course is canceled or postponed by the company.
• Policy in case the reservation is canceled by the trainee.
Firstly. In Case of Force Majeure or Circumstances Beyond the Company’s Control:
If the cancellation or postponement of the training course is due to external force majeure events
such as natural disasters, international crises, or government decisions that affect the course
schedule, the trainee is not entitled to a refund. However, they have the following options:
1. Postponing attendance for the same course to a later date.
2. Enrolling in another course, with an obligation to pay the price difference if applicable.
3. In case the participant wishes to request a refund, a partial refund (50–70%) will be
allowed.
Secondly. In Case of Cancellation or Postponement by the Company:
If the cancellation or postponement is due to a decision made by the company or internal circumstances, the trainee has the right to choose from the following options:
1. Postponing attendance for the same course to a later date.
2. Enrolling in another course, with an obligation to pay the price difference if applicable.
3. Receiving a full refund of the paid amount.
Thirdly. In Case of Cancellation or Postponement by the Trainee:
If the trainee cancels or postpones their reservation, the following policy applies:
• A basic administrative fee of 2.5% of the course’s base fee applies.
• The "No Additional Charges" policy shall apply if a replacement for the participant is provided at least one week before the course start date.
• Partial refund (70–80%) is allowed in cases of documented illness or medical emergencies, even if requested less than two days before the course start date.
• Additional postponement and cancellation fees depend on the timing of the request, as outlined in the table below:
4) Safety and Security Policy and Procedures at the Medical Training Center
1. Introduction
The Medical Training Center aims to provide a safe and professional learning environment ffor all trainees, trainers, and staff by implementing the highest safety and security standards in all training activities and operational processes. This policy aims to define the responsibilities and procedures to ensure a risk-free work and training environment.
2. Scope of the Policy
This policy applies to all individuals within the center, including:
- Trainers and trainees.
- Administrative and technical staff.
- Visitors and participants in training courses.
- Service and maintenance providers.
3. Safety and Security Responsibilities
A. Center Management:
- Supervising the implementation of safety and occupational health procedures within the center.
- Providing necessary equipment and tools to ensure a safe environment.
- Conducting periodic reviews of policies and procedures to ensure their effectiveness.
B. Trainers:
- Ensuring trainees adhere to safety instructions during practical training sessions.
- Reporting any potential hazards or equipment malfunctions.
- Implementing sterilization and personal hygiene standards in labs and training halls.
C. Trainees and Staff:
- Complying with safety instructions and following provided guidelines.
- Immediately reporting any incidents or hazards to responsible personnel.
- Using personal protective equipment when necessary.
4. Safety Standards and Procedures
A. General Safety:
- Maintaining a clean and obstacle-free environment to ensure easy movement and prevent accidents.
- Ensuring all equipment is safe and functional before and during use.
- Providing designated areas for storing medical tools and equipment to prevent damage or misuse.
B. First Aid and Emergency Procedures:
- Equipping all training halls and labs with fully stocked first aid kits.
- Training staff and trainers in first aid and CPR procedures.
- Establishing a clear emergency evacuation plan, including emergency exits, assembly points, and evacuation managers.
- Providing quick communication means with emergency teams and nearby hospitals when needed.
C. Infection Control and Biological Safety:
- Sterilizing medical tools and equipment after each use according to health guidelines.
- Wearing gloves and protective masks when handling samples or medical tools.
- Safely disposing of medical waste using designated containers in compliance with health regulations.
- Providing awareness lectures on infection control and prevention methods.
D. Fire Safety:
- Distributing fire extinguishers in strategic locations within the center.
- Conducting regular training for staff and trainees on how to use fire extinguishers.
- Ensuring emergency exits are always open and easily accessible.
- Installing and regularly maintaining smoke detectors and fire alarm systems.
E. Handling Hazardous Materials:
- Storing hazardous chemicals and medical materials in designated and secure areas with proper ventilation.
- Clearly labeling all hazardous materials with risk information and safe handling instructions.
- Training staff and trainees on the proper handling of hazardous materials according to health and environmental safety standards.
5. Incident and Hazard Reporting
- Any accident or injury must be reported immediately to the relevant management for necessary action.
- All incidents are documented, and an internal investigation is conducted to determine causes and implement corrective measures.
- Special forms are provided for incident reporting to ensure swift response and corrective actions.
6. Training and Awareness
- Conducting periodic workshops on occupational safety and first aid for all employees and trainees.
- Providing trainees and staff with detailed manuals and guidelines on safety procedures within the center.
- Engaging trainees in emergency scenario simulations to ensure they are prepared to handle emergencies effectively.
7. Review and Updates
- This policy is periodically reviewed to ensure compliance with the latest safety standards and regulatory changes.
- Procedures are updated as needed based on incident reports and periodic reviews.
- All staff and trainees are informed of any policy updates to ensure compliance.
8. Compliance and Penalties
- Adhering to safety procedures is mandatory for all individuals within the center. Any violations may result in disciplinary actions.
- The level of compliance with safety policies is periodically evaluated, and necessary actions are taken to ensure full compliance.
- Open communication channels are provided for reporting safety policy violations without facing unfair consequences.
9. Conclusion
This policy is an integral part of the work and training environment at the center. Its implementation
contributes to reducing risks and promoting a culture of safety among all individuals. Adherence to these
procedures ensures a safe and effective environment that helps achieve training and medical goals at the highest levels of quality and safety.
5) Trainee Attendance Policy in Training Courses
Introduction
The training center is committed to providing high-quality professional and knowledge-based development for trainees. To ensure discipline and commitment in training courses and to achieve the best possible outcomes, the following attendance policy has been established.
Attendance Schedule
1. Trainees must adhere to the attendance and departure times set by the training center.
2. Absence or lateness requires prior submission of an acceptable excuse to the administration. (Each case will be evaluated individually regarding eligibility for receiving the certificate.)
Commitment Standards
1. A 100% attendance rate is mandatory for the trainee to be eligible to receive the certificate.
2. Attendance by proxy or replacing oneself with another person is strictly prohibited.
Measures for Non-Compliance
Lateness may affect the trainee’s ability to receive the certificate. The final decision will be at the discretion of the course supervisor:
1. If the missed portion can be compensated for during the course, the trainee may still be eligible to receive the certificate.
2. If the missed portion cannot be compensated for, the trainee will not receive the certificate until they make up for the missing part in a future course.
Attendance System
Some training courses require mandatory physical attendance, while others offer flexibility to attend either physically or online (live or pre-recorded).
• For online attendance, the trainee must remain present throughout the lecture and is required to keep their camera turned on for the entire session. Failure to comply with this condition may affect their eligibility to receive the certificate.
• For online trainees who fully comply with attendance requirements, the course moderator will sign on their behalf.
• For hybrid courses, where trainees can choose between physical or online attendance, the chosen attendance mode must be maintained from the start of the course until its completion, if a trainee selects physical attendance, switching to online attendance after the course begins is not permitted, as seat allocation and logistical arrangements are made separately for each attendance mode.
Acknowledgment and Agreement
The trainee acknowledges that they have read, understood, and agreed to comply with the
terms outlined in this policy.