Service Terms and Conditions


Bank of Hours Terms and Conditions

A ‘Bank of Hours’ is Solve HR Limited’s Pay As You Go flexible solution which offers your business the benefits of our HR Service, with none of the contractual obligations.  Acting as your in-house HR Manager or Employment Law Advisor, we offer you a face-to-face service as well as advice by telephone or email to support issues as required. A bank of hours is purchased upfront and gives you complete flexibility to complete a project, receive day-to-day HR support, or both, depending on the needs of your business.


A timesheet for the bank of hours is compiled and emailed to the key account holder on an agreed basis (normally weekly or monthly). When we are nearing the end of a bank of hours, and it is clear further work is required, we will always seek your approval prior to embarking on the next part of the process and invoicing you. Solve HR values all of our clients’ custom and therefore we will not record every two minute call, nor any discussion unrelated to the job in hand, only when we are actively working with you supplying advice or project work.


The bank of hours expires 12 months from the date of the invoice.

Ad hoc additional hours

Any hours of work completed, outside of a bank of hours will be charged at our normally hourly rate which may vary from time to time.

Flat Fee Recruitment Terms and Conditions

Fees and 50% retainer

We offer a comprehensive ‘Flat Fee Recruitment Service’

50% of the relevant fee stated above is payable upfront as a retainer to carrying out the below services and the remaining 50% is due upon the employee’s start date.

For additional advertising costs or search options that may be required, an appropriate fee will be agreed in advance of commencing any additional activity.

Recruitment Service

The comprehensive ‘Recruitment Manager’ service includes the following activities. Please note not all of these activities will always be necessary and Solve reserves the right to exercise discretion on what methods will be applied.

  • Drafting of job description
  • Advice on base salary package guidance and the current market
  • Creation of a recruitment strategy for your vacancy, managing including researching the best place(s) to advertise, CV search tools and the selection process
  • Designing and placing the job advertisement; this includes one online job advertisement using the Solve brand up to a maximum cost of £150.00+ VAT on a relevant website. We can if preferred advertise under your brand
  • Managing social media channels, including conducting candidate searches
  • Designing and using competency based interview questions throughout the selection process
  • Candidate CV screening based on suitability for the role
  • First stage competency based, telephone interviewing and assessment
  • Shortlisting and presentation of the top three suitable CVs, normally within 10 working days, but no more than 15 working days from the initial brief with the client
  • Submission of best candidates, scored and profiled including a full break down of salary, notice periods etc
  • Coordinating face to face interviews
  • Feedback to candidates and managing expectations
  • Reference checking
  • On-going communication with the client on candidates feedback
  • Recruitment statistics report when required, outlining number of applications received, and telephone screening calls conducted
  • Timesheet on number of hours worked for each role


Candidates sourced and/or advertised under the branding of Solve will be considered to be registered with Solve and not therefore for the client’s exclusive use. Their contact details will therefore be stored confidentially by Solve.

A candidate’s CV is provided to the client in strict confidence and on the basis that the contents are not disclosed to any other person without Solve’s or the candidate’s written consent and that in particular the client does not approach the candidate’s current employer until such time that the above written consent has been given.

Candidate Suitability

Solve endeavours to ensure but does not guarantee the suitability of any candidate introduced or supplied to the client. The client shall therefore satisfy itself as to his or her suitability, qualifications, capability and integrity before engaging the candidate.

The client shall also be responsible for satisfying itself that the candidate has the right to work in the UK and obtaining any necessary work permits. Solve will ensure that all candidates sourced have the appropriate documentation, however, legally the client is also obliged under law to receive this information. Solve will with the candidates written consent pass any evidence on to the client.

The client is responsible for providing sufficient feedback on the suitability of a candidate in good time and ideally within seven days of receiving the CV from Solve. If no feedback is received in a timely manner (normally no more than three working weeks) and the candidate interest and the advertisement period has lapsed. It is likely a new advertisement will be required and therefore an additional fee for this second advertisement will be necessary.

Solve accepts no liability for any loss or damage  arising directly or indirectly from any act or omission of any candidate introduced by Solve. even if such an act or omission is negligent, fraudulent or reveals any dishonesty.

In the event that any candidate is rejected by the client or the candidate rejects an offer of engagement, and the candidate is subsequently engaged by the client within twelve months from that date, the client shall pay the introduction fee in accordance with the conditions above.

If the client introduces a candidate to another firm, corporation or any other third party resulting in the engagement of the candidate by that firm, corporation or third party within twelve months (from the date of the last candidate interview or meeting), the client shall pay the introduction fee in accordance with the conditions above.


We are committed to sourcing a suitable candidate for your vacancy, regardless of how long that might take. Where we fail to do so, through no fault of our own, for example you recruit internally or externally through another source, do not actively cooperate with us or the vacancy is put on hold, we will retain the 50% retainer fee.

If we do not fulfil our commitment or promise to you as defined in ‘recruitment services’ above we will refund you the 50% retainer fee less any costs (e.g. advert costs)

In the event that the candidate terminates their employment within six weeks from the date of commencement of employment Solve, will in the first instance seek to replace the candidate at no further cost to the client, other than advertising costs if required, however, we will seek to minimise these as far as possible. In the event this is not possible the client will be entitled to receive a pro rata refund of the remaining 50% fee on each full week outstanding over this six week period, provided that:

  • the client notifies Solve in writing of the termination within seven days thereof; and
  • the client or any subsidiary or associated company of the client shall not engage the candidate within twelve months of the termination date; and
  • that all monies due from the client have been paid in accordance with these terms and conditions.
  • the client cooperates in the replacement process


The client will inform Solve as soon as reasonably practical if any other external agent is working on the vacancy passed to Solve to work on. Normally the client should ask that all CV’s are submitted through Solve to ensure consistency of recruitment practices.

The price of recruitment services is exclusive of Value Added Tax which shall be charged at the rate prevailing at the relevant tax point.

Payment Terms

Payment is due within seven days of presentation of invoice. Please note you will be issued with two invoices, one on appointment of Solve to manage your vacancy and again when the candidate is appointed.

The company shall be entitled to charge interest on overdue invoices from the date payment becomes due each day until the date of payment, at a rate of 1.5% per annum above the base rate of the Bank of England.

No alteration to these terms and conditions of business can be made without the written consent of a Director of the company.

These terms and conditions of business shall be governed and construed in accordance with laws of Scotland.

Training Terms and Conditions


Our course fees vary depending on the training course delivered. Our typical costs are:

  • £500 + VAT for a half-day session

(Typically 3 hours and 30 minutes of training with 15 minute break)

  • £825 + VAT for a full day session

(Typically 7 hours of training and 1 hour of breaks)

This fee covers the cost for materials and trainer preparation time, the delivery time for the trainer, materials for both trainer and delegates, and travel costs incurred by the trainer.

Payment Terms

Solve requires that the client pays a deposit of 50% of the total price of the training session or sessions quoted to secure their booking. Payment must be made 14 days before the first training session.

The final 50% will be invoiced on the day of training delivery. Payment will be due within seven days of presentation of this invoice.

Solve is entitled to charge interest on overdue invoices from the date when payment becomes due, each day until the date of payment at a rate of 1.5% per annum above the base rate of the Bank of England.

 Venue Costs

The client is liable for all costs associated with the venue booking. If Solve is training at your premises we will assess the space and advise if appropriate. If specific equipment is required Solve will either supply or request you the client provide.

If an offsite venue is required or sourced, you the client are liable for all costs associated with the hire of the venue, including refreshments, equipment and damages. Only where agreed in advance in writing will Solve source and pay for the venue and associated costs, however, in these circumstances if training has been subsequently cancelled  by you the client, you will be liable for any cancellation costs. In addition any damage to a third party building by your employees attending training will render you liable to any costs.

Training Service

The comprehensive training service includes the following activities. Please note that not all of these activities will always be necessary and Solve reserve the right to exercise discretion on the methods will be applied.

  • A ‘Training Needs Analysis’ completed verbally by one of our consultants or by potential delegates completing a paper or online questionnaire.
  • Advice on the best training course for the individuals or groups assessed
  • Designing, creating and delivering training material
  • Evaluation of course via online survey and evaluation report for the session

Substitutions and Cancellation by the Company

Substitute(s) can be enrolled in place of other delegate(s). However, two delegates cannot share the same place on the training course and agreed course content cannot be altered.

Notice Period                              Cancellation Charge

11 or more working day               0% of the course fee

6-10 working days                         50% of the course fee (deposit will not be returned)

0-5 working days                          100% course fee 

Cancellations and Changes by Solve.

Solve reserves the right to change or substitute the named trainer of the course without serving the client any prior notice. We will normally endeavour to serve notice of any trainer changes up to 48 hours in advance, however, in some instances this may not be possible.

If Solve changes the location of the training course, delegates will be given as much advance notice as possible of any change. In the event the location has been changed less than 72 hours prior to the training and as such a delegate is unable to attend the planned training course a full refund for the portion of that individuals fee will be recovered. In the event that over 50% of delegates can make the revised location no refunds will be given. Solve. will not be liable for any other costs incurred including (for example) travel charges or any consequential damages, even if we were advised of them.

In the event Solve has to cancel a training course for any reason, then a full refund of any prepaid course fee will be given. Solve will not be liable for any other costs incurred including (for example) travel charges or any consequential damages.


The course content and materials remain the copyright of Solve HR Ltd. Unauthorised copying or redistribution of the materials is prohibited unless otherwise agreed in writing by Solve.


You the client’s rights under this agreement may not be transferred to any third parties. You the client are not authorised to resell any delegate places to any external or third parties without the prior written agreement of Solve. 

Alterations of the Training Course Programme

It may become necessary for Solve. to make alterations to the content, instructors, timing, venue or date of the training course compared to the agreed programme due to unforeseen circumstances.

Force Majeure

Solve shall not be liable or deemed to be in default for any delay or failure in performance under this agreement resulting directly or indirectly from acts of God, or any causes beyond the reasonable control of Solve.

Data Protection

Solve will use the contact and delegates details that you the client provides during the registration process to provide you with further details regarding the training course booked. We may also include you on our mailing list, which we use to contact you from time to time with information on our other activities, events and monthly newsletters. You can unsubscribe from the mailing list at any time.

Solve will never provide your details to a third party without your prior consent.


Solve are committed to creating and delivering suitable training for your business needs. If in the event you find that our training has not met the brief by at least 50% and you immediately on the same day, notify a Director of Solve with your dissatisfaction about the training, you may be eligible to a rebate of up to 50% of the training course fee. Solve. will not be liable in these circumstance for any other costs associated with the training course.

No alteration to these terms and conditions of business can be made without the written consent of a Director of Solve.

These terms and conditions of business shall be governed and construed in accordance with laws of Scotland.