Clear terms before you pay

Your agreement with CTS

These terms cover purchases of CTS Learn training and exam preparation from Command Training Systems, LLC (CTS). Your booking identifies the program, participation format, purchaser, learners or seat count, total price, access period, and any scheduled instruction. Review these terms and those booking details before paying. An information request, free preview, or beta invitation creates no purchase obligation.

A written agreement signed by CTS and an authorized department representative may vary these terms for that department purchase. Any variation must be identified before acceptance. A purchase order alone does not change the agreement. Mandatory legal rights always apply. Later website changes do not reduce the rights attached to an existing purchase.

Prices, payment, and taxes

Prices are in U.S. dollars. Standard purchases are one-time payments with no automatic renewal. The amount shown at final confirmation is the total authorized charge. Books, outside examinations, certification fees, travel, equipment, private delivery, and a separate TACTRIUM™ subscription are excluded unless the booking expressly includes them. CTS must obtain your agreement before adding a charge.

Individual purchases require full payment. Approved department invoices are due 30 days after issue; access begins after verified payment and the confirmed course start, as applicable. A purchase order does not itself activate access. CTS does not add a late fee or charge a stored payment method without a separate agreement.

CTS confirms applicable taxes or exemption documentation before collecting payment. Any tax due is disclosed in the final total. A checkout that states no additional tax is charged may be used only for a booking with that treatment confirmed. A department name or public-service role does not by itself establish an exemption.

Access and program services

Company Officer Foundations and Initial Incident Command Lab include 365 days of course access from verified payment. Incident Safety Officer and Fire Service Training Officer include 12 months from the scheduled course start. Each certification-preparation purchase includes 90 days from verified payment. The booking shows the applicable dates. Delays caused by CTS do not consume the access purchased: CTS extends access for the affected period.

The program description and booking identify the lessons, study materials, assignments, practical evaluations, and instructor support included in your purchase. Scheduled training must identify the dates, time zone, location or online format, and required preparation before payment. Independent participation still requires any published practical evaluation and completion review.

Required assessment feedback and one reassessment of each unsuccessful required assessment are included in a standard training-course purchase, after appropriate remediation. Further reassessment or additional coaching requires a written arrangement; there is no automatic charge. Practice questions may be repeated during the purchased exam-preparation period. Purchase does not guarantee completion or a passing result.

Request an extension before access expires. CTS may grant a documented extension for illness, duty obligations, accessibility needs, or other circumstances; any fee must be agreed in advance. A CTS-caused interruption is corrected without an extension fee.

Cancellation and refunds

For independent online training and exam preparation, you may request a full refund within seven calendar days after payment or the first date the purchased material is usable, whichever is later. Opening lessons or attempting practice questions does not remove this seven-day right. After that period, a change-of-mind refund is not ordinarily available for an independent online purchase; the service-failure and legal-rights provisions below still apply.

For scheduled instructor-led or facilitated training, cancel before the first scheduled instructional session for a full refund. After instruction begins, CTS refunds the undelivered portion using the instructional hours stated in the booking: the amount paid for instruction multiplied by the remaining undelivered hours divided by the total contracted hours. A session made available as agreed but missed by the learner counts as delivered, subject to an approved accommodation or rescheduling arrangement. CTS supplies the calculation in writing.

Department seat cancellations before the first scheduled session are refunded at the original package price divided by the purchased seat count for each canceled place. This does not increase the price of the remaining seats. After the course starts, the same undelivered-instruction calculation applies to affected places. CTS confirms which places are canceled and how remaining access will be handled before a partial refund.

CTS does not deduct a processing or administration fee from a refund under these terms. Refunds go to the original payment method or original department payer, not an individual learner who did not pay. CTS aims to decide complete requests within five business days and submits an approved refund within ten business days, or sooner where law requires. A bank or payment provider may take additional time to post it.

A cancellation request is effective when CTS receives it through the support form or the contact method stated in your booking. Keep the confirmation reference or email. A refund ends access to the refunded purchase or places; CTS retains accurate payment, assessment, and earned-completion records. A refund alone does not make an earned completion record false. Nothing here limits a refund, cancellation right, chargeback right, or other remedy required by applicable law.

If CTS changes or cannot deliver the course

If CTS cancels before instruction starts, you choose a full refund or an available replacement course date. You do not have to accept a credit. If CTS cancels after instruction starts, you choose a refund for undelivered instruction or an agreed replacement; where the delivered portion cannot reasonably be used without the canceled portion, CTS provides a full refund.

A material change to the dates, format, location, or included services gives you the same choice for the affected instruction. CTS will not reduce the purchased scope without your agreement. If a material access or delivery problem cannot be resolved within five business days after you report it, you may request an appropriate refund for the unavailable service. Access extensions and remedies may be agreed sooner.

Weather, emergency assignments, and events outside either party's reasonable control may require a pause or reschedule. CTS communicates the revised arrangements and preserves the cancellation and refund rights above. Travel or third-party purchases are separate unless expressly included in the CTS booking.

Transfers, substitutions, and missed sessions

Before scheduled instruction begins, you may request one transfer without a CTS transfer fee to an available equivalent cohort within your access period. Availability and prerequisite requirements apply. If no suitable alternative exists, the applicable cancellation and refund rules remain available.

A department may substitute an eligible learner without a substitution fee before that learner starts the course or assessed work. Each learner needs a separate account. Completed work, assessments, and certificates cannot be transferred. Unused places expire at the end of the purchased access period unless an extension is agreed.

Contact CTS promptly about illness, emergency response, mandatory duty, or an accessibility-related absence. CTS will review a reasonable make-up or transfer arrangement. Do not submit medical records or sensitive incident details in the general support form. A missed session does not automatically extend the course or create a new charge.

Completion, certification, and exam preparation

A CTS completion record documents the specific CTS program and requirements the learner completed. It does not itself award Massachusetts Firefighting Academy, Pro Board, IFSAC, NFPA, or another organization's certification; establish department qualification; or authorize operational duties. CTS states external recognition only when it has been formally obtained for the named program.

Certification preparation and promotional-exam preparation are separate offerings. CTS practice items are independently developed study tools, not official or recalled examination questions. The responsible authority controls eligibility, assigned references, examination content, dates, and certification or promotion decisions. CTS does not guarantee an examination result, employment, promotion, or recognition by a third party. Obtain the required books and verify the reference edition for your examination cycle.

Current Massachusetts lieutenant and captain reading planners and CTS situational-judgment practice are free. Free samples and beta access are not a paid full question bank, and do not convert automatically into a purchase.

Participation and safe use

Use your own account and complete your own assessed work. Follow the published preparation, technology, attendance, assessment, and conduct requirements. A department purchaser must have authority to purchase the stated places and arrange local participation; learners remain responsible for their own work.

CTS Learn is an educational service. Department procedures, the authority having jurisdiction, medical direction, law, qualified supervision, and actual incident conditions govern operational work. Online study does not authorize hazardous practical training. Practical activities require the arrangements and qualified roles identified in the course booking.

CTS may temporarily restrict access when needed to address a credible safety, security, payment, or academic-integrity concern. CTS records the reason, provides notice where lawful and practicable, and gives the learner an opportunity to respond. Restriction does not erase earned records or determine a refund automatically. Contact support to request review.

Course materials and learner submissions

CTS and its licensors retain rights in course material, software, and branding. Your purchase permits the named learner to use supplied material for personal study and authorized course activities during access, and to retain copies expressly provided for download for those purposes. It does not permit resale, public posting of course videos or question banks, account sharing, or creation of a competing course from CTS materials.

You retain ownership of your original submissions and department-owned material. You give CTS permission to store, review, and display those submissions to authorized instructors, evaluators, and applicable department coordinators for course delivery, assessment, support, and record administration. CTS needs separate permission to use identifiable learner work or images in marketing. Do not submit patient information, personnel cases, investigative records, or operationally sensitive information.

Help, accommodations, and complaints

Use CTS Learn Help to request a refund, cancellation, transfer, accommodation, account correction, or other assistance. Include the course and purchase reference if available; inability to sign in does not prevent a support request. The confirmation reference records receipt of your request. The contact method in your booking is also available.

CTS aims to acknowledge requests within two business days, Monday through Friday, excluding Massachusetts state holidays. This is a support target, not an emergency service or a guaranteed uptime commitment. Report a time-sensitive course deadline in your request. CTS will arrange an appropriate accessible way to continue the conversation when needed.

For an unresolved concern, request review by the CTS program administrator or management. You may also use any complaint, payment-dispute, regulatory, or court process available to you. These terms do not require arbitration, waive a jury or class proceeding, shorten a statutory claim period, or make contacting CTS a condition of a legal remedy.

Learner information and department visibility

CTS uses account and contact details, course activity, assignments, assessments, completion records, purchase references, payment status, and support correspondence to deliver training, manage access, administer payments, maintain records, and respond to requests. Payment details are collected through Stripe; do not send card numbers or passwords to CTS support.

Authorized CTS staff and assigned instructors or evaluators access information needed for their duties. For department-sponsored places, authorized department coordinators may receive the assigned learners' participation, progress, assessment outcomes, and completion information needed to administer that training. Separate individual purchases are not automatically reported to an employer. Accommodation details are limited to personnel arranging the accommodation.

CTS uses service providers for site hosting and storage, authentication, email delivery, and payments, including its Sites hosting service, Cloudflare infrastructure and email service, and Stripe. Provider processing and retention are also subject to their applicable agreements and notices. CTS does not sell learner information or grant marketing permission through purchase acceptance.

A CTS certificate verification link may disclose the learner name, course, completed scope, issue information, and current certificate status. Ask CTS about the information shown before sharing a verification link. CTS may disclose records when legally required; a department's copies may also be subject to its own records obligations.

Record retention and requests

CTS's standard retention schedule is seven years after the transaction for purchase, refund, and terms-acceptance records; seven years after course completion or withdrawal for assessment and completion records; and two years after closure for routine support correspondence. CTS reviews records for deletion or de-identification at the end of those periods. A legal hold, required retention period, unresolved claim, or continuing verification need may require longer retention of relevant records. Access expiration does not itself delete a training or payment record.

Request access, correction, or deletion through CTS Learn Help. CTS verifies identity before releasing or changing a record and explains any information that must be retained. A correction preserves the history needed to explain an assessment or payment decision. Do not provide identity documents through the initial general-support form; CTS will arrange an appropriate method if additional verification is needed.

Applicable law and preserved rights

Massachusetts law governs this agreement to the extent permitted by applicable law. This does not remove mandatory protections or access to a competent court in another jurisdiction where those rights apply. Government purchasers retain statutory limits on contracting authority, public-records duties, immunities, and other protections that cannot be waived by these terms.

No provision excludes responsibility or a remedy that cannot lawfully be excluded. These standard terms impose no general indemnity obligation on learners or departments and no contractual cap on statutory remedies. If a provision cannot be enforced, the remaining lawful provisions continue. Any legally required enrollment disclosure, cancellation right, or refund schedule that gives the buyer greater protection controls.

Electronic acceptance records the terms edition and booking information presented to the purchaser. You may save or print this page and your booking. Ask CTS to correct an error before payment. CTS keeps the accepted edition with the purchase record; a later edition applies to a new purchase only after acceptance.