FAQ

New account

After creating a new account I didn't receive a confirmation e-mail, what do I do now?

Not receiving a confirmation e-mail is often linked to two causes:

  • The e-mail address you entered is not correct. As a result the confirmation e-mail will bounce and you will never receive it. 
  • The e-mail got stuck in your spam folder.

If your spam folder is empty or you did not receive the confirmation email, please send an e-mail to training@vib.be and we'll contact you as soon as possible.

Payment

What does the registration fee cover?

The registration fee includes:

  • access to the training sessions
  • all training materials
  • welcome coffee and coffee breaks
  • lunch

It does not include:

  • travel costs
  • hotels costs

My payment has failed, what do I do now?

A failed payment can be linked to different causes:

BROWSER - The problem can be linked to the browser you use, or even the browser version. So in first instance we would ask to try in another browser.

FIREWALL - If this doesn't help, we suggest to try to do the registration on another computer in another place. Some firewall settings don't allow people to do payments to unknown suppliers. In some companies that is the case, and this disables the user to finalize a payment.

CREDIT CARD - Last but not least, you should also be aware that some banks have certain suppliers on a black list. As a consequence your bank does not allow you to pay to the supplier. To prevent this, we advise you to get in contact with your bank and ask them to check if our domain is recognised as a trusted supplier.

In case these suggestions do not make a difference , we suggest you send an e-mail to training@vib.be so that we can look for a solution.

I need an invoice

Participants automatically receive a (payment) confirmation after registering for a training. If you need an invoice, please thick the corresponding box ‘I need an invoice’ during the registration process and add your VAT number. Invoices can be requested up to 4 weeks after an event. After this period, requests will no longer be taken into consideration.

Cancellation policy

I want to cancel my registration, how does it work?

Courses can be cancelled until one week prior to the course, unless otherwise stated. To cancel your registration, you need the confirmation email you received after registering. In this email you will find a link to cancel your registration.

In case of no-show without timely notification or valid justification (medical attestation in case of illness, a clarification by your group leader in any other case), following actions will be taken:

  • You will not be admitted to any future VIB TRAINING course during 12 months following the no-show. For courses consisting of several days, we expect you to be present at all days.
  • For science events, upon no-show without valid justification, the catering costs (€ 50) will be charged to your Research Group.
  • For some of our courses, a no-show fee is charged (for courses of several days this applies when attending less than 75% of the course days). This is indicated clearly on the webpage of the specific course and during the registration process.

E-mail notifications

I don't receive email updates

Once you are registered for one of our courses, you will receive regular e-mail updates. In case you do not receive any updates, this means the e-mails don't find their way to your inbox. This can be caused by different factors:

  • Check your spam-folder: It is possible that you did receive our e-mails but they got stuck in your spam folder. This means your e-mail client doesn't see our training@vib.be account as thrustworthy. 
  • Confirm our e-mail account in your e-mail clients' whitelist: A whitelist is a record of the e-mail accounts that are valuable and thrustworthy. To prevent problems in receiving e-mails, it is important to add our e-mail account to your client's whitelist. More info
  • Your organization's server settings: In case our e-mails do not get to you, it is plausible that they got blocked by your organization's e-mail server firewall. To prevent this you can ask your IT admin to check whether the domain of our e-mail account is on the server's blacklist.