TCLC Customer Terms and Conditions
Customer Terms and Conditions
These terms and conditions apply to the supply of services by THE COACHING LAB COLLECTIVE LTD trading as The Coaching Lab Collective (TCLC).
References to “TCLC”, “we”, “us” or “our” mean THE COACHING LAB COLLECTIVE LTD. References to “you” or “the Client” mean the person, business, organisation or other customer purchasing services from us.
1. About Us
THE COACHING LAB COLLECTIVE LTD
Email: info@coachinglabcollective.com
Website: https://coachinglabcollective.com/
2. Who These Terms Apply To
These terms apply to customers purchasing services from TCLC, including:
• businesses, clubs, schools, universities, governing bodies, charities and other organisations; and
• individual customers purchasing services for personal or professional development purposes, including CPD, mentoring, workshops or related services.
For the purposes of these terms:
• a “Business Client” means a customer acting for purposes wholly or mainly connected with their trade, business, craft, profession or organisation;
• a “Consumer” means an individual acting for purposes wholly or mainly outside their trade, business, craft or profession.
Some provisions of these terms apply differently depending on whether you are a Business Client or a Consumer. Where you are a Consumer, nothing in these terms affects your statutory rights.
3. Application of These Terms
These terms apply to the supply of services by TCLC, including consultancy, coach development, mentoring, workshops, CPD, training, speaking engagements, reviews, education services, online delivery and related services.
These terms apply unless we agree separate written terms with you.
If there is any conflict between these terms and any proposal, statement of work, booking confirmation, invoice or other written agreement issued by us, the specific written agreement will take priority.
4. Services
We provide services as described on our website, in our proposals, booking confirmations, invoices, emails, or other written communications.
The exact scope of services, deliverables, fees, dates, timings and format will be as agreed in writing between us.
We will use reasonable care and skill in providing our services.
5. Formation of Contract
A contract between you and TCLC will be formed when we do one or more of the following:
• confirm your booking or instruction in writing;
• issue a written proposal or statement of work which you accept;
• accept your order through the website or by email;
• receive payment from you for the relevant services.
6. Fees and Payment
Our fees will be as set out on our website, proposal, booking confirmation, invoice or otherwise agreed in writing.
Unless otherwise agreed:
• all fees are stated in pounds sterling;
• payment must be made in full within the time stated on the invoice or booking terms;
• we may require full payment in advance, a deposit, or staged payments depending on the nature of the services;
• we reserve the right not to begin or continue services until payment due has been received.
If payment is late, we reserve the right to suspend the services. For Business Clients, we also reserve the right to charge interest and recovery costs where permitted by law.
7. Client Responsibilities
You agree to:
• provide us with complete, accurate and timely information reasonably required for the services;
• cooperate with us in all matters relating to the services;
• ensure that any participants, staff or attendees behave appropriately;
• provide suitable access to venues, facilities, systems, online platforms or personnel where needed for delivery;
• ensure that all participants meet any requirements communicated for attendance or participation.
We are not responsible for delays, non-performance or additional costs caused by inaccurate information, lack of cooperation, or failure by you to meet these responsibilities.
8. Booking Changes, Rescheduling and Cancellation by You
If you need to cancel or reschedule a booked service, you must notify us as soon as possible in writing.
8.1 Business Clients
Unless otherwise agreed in writing:
• where more than 14 days’ notice is given, we may offer to reschedule the booking or provide a refund less any non-recoverable costs already incurred;
• where 7 to 14 days’ notice is given, we reserve the right to retain any deposit paid and charge for any committed preparation, administration or non-recoverable costs;
• where less than 7 days’ notice is given, we reserve the right to charge the full fee for the booked service.
For bespoke consultancy, preparation, reporting, design, research or similar commissioned work, fees for work already carried out up to the cancellation date remain payable.
8.2 Consumers
If you are a Consumer, the following also applies:
• if you cancel more than 14 days before the booked service date, we will normally offer either a reschedule or a refund, less any genuinely incurred non-recoverable costs where appropriate;
• if you cancel within 14 days of the booked service date, we may retain a reasonable proportion of the fee to reflect administration, preparation, reserved time, and any non-recoverable costs already incurred;
• if you cancel within 7 days of the booked service date, or fail to attend without notice, we may charge up to the full fee where this is reasonable in the circumstances and reflects the losses we have actually incurred.
Any refund will be made to the original payment method unless otherwise agreed.
9. Consumer Cancellation Rights for Distance Contracts
This clause applies only where you are a Consumer and the contract is made online, by email, by phone, or otherwise at a distance.
You may have the legal right to cancel your contract within 14 days of entering into it.
However, if you ask us to begin providing the services during that 14-day cancellation period, and you expressly agree to this, then:
• if you later cancel within the 14-day period, you must pay for the proportion of the services supplied up to the point of cancellation;
• if the services are fully performed within the 14-day period after your express request and acknowledgement, you may lose your right to cancel.
Where applicable, details of how to cancel will be provided at the point of booking or confirmation.
Nothing in these terms affects your statutory rights.
10. Cancellation or Rescheduling by Us
We may need to cancel, postpone or reschedule services where reasonably necessary, including because of illness, unavailability, events outside our reasonable control, safety concerns, venue issues, insufficient attendance, or other operational reasons.
Where this happens, we will aim to give you as much notice as reasonably possible and will, at our option:
• offer an alternative date;
• provide a credit towards future services; or
• provide a refund for the affected service or the affected part of it.
Except where required by law, we will not be liable for indirect or consequential costs arising from such cancellation or rescheduling, including travel, accommodation, loss of earnings or loss of opportunity.
11. Online Services and Technology
Where services are delivered online:
• you are responsible for ensuring that you have suitable internet access, equipment and software;
• we are not responsible for interruptions, delays or quality issues caused by third-party platforms, connectivity issues or your own equipment;
• sessions may only be recorded where expressly agreed in advance by us.
12. In-Person Delivery
Where services are delivered in person, you are responsible for ensuring that the venue is safe, appropriate and fit for purpose unless venue provision is expressly agreed to be our responsibility.
You must notify us in advance of any relevant venue rules, safeguarding requirements, health and safety procedures, access requirements, or other conditions that may affect delivery.
13. Intellectual Property
All intellectual property rights in our materials, content, frameworks, documents, reports, presentations, session plans, resources, branding, website content and other materials supplied by us remain vested in TCLC or our licensors unless expressly agreed otherwise in writing.
You may use materials supplied by us for your own personal use or, where you are an organisation, your own internal organisational use only.
You must not, without our prior written consent:
• copy, reproduce, adapt or republish our materials;
• share our materials outside your organisation except where permitted in writing;
• sell, sublicense or commercially exploit our materials;
• use our materials to create competing products, services or training.
14. Confidentiality
Each party shall keep confidential any non-public confidential information disclosed by the other party in connection with the services and shall not disclose such information to any third party except:
• with the other party’s prior written consent;
• where disclosure is required by law, regulation or court order; or
• to professional advisers, staff or contractors who need the information and are under obligations of confidentiality.
This clause does not apply to information that is already public other than through breach of this clause.
15. Data Protection
Each party shall comply with applicable data protection law in relation to any personal data processed in connection with the services.
Where we process personal data as part of our business operations, we will do so in accordance with our Privacy Notice.
16. Complaints
If you are dissatisfied with any aspect of our services, please contact us at info@coachinglabcollective.com and we will aim to resolve the matter promptly and fairly.
17. Liability
Nothing in these terms excludes or limits liability where it would be unlawful to do so. This includes liability for death or personal injury caused by negligence, fraud, fraudulent misrepresentation, or breach of rights that cannot lawfully be excluded or restricted.
Subject to the above:
• we shall not be liable for any indirect, consequential or special loss;
• where you are a Business Client, we shall not be liable for loss of profit, loss of
revenue, loss of business, loss of goodwill, loss of opportunity or anticipated savings;
• our total liability arising out of or in connection with the services shall not exceed the total fees paid or payable by you for the specific services giving rise to the claim.
Where you are a Consumer, this clause is subject always to your statutory rights.
18. Force Majeure
We will not be responsible for any failure or delay in performing our obligations where this is caused by events beyond our reasonable control, including illness, accident, severe weather, transport disruption, government restrictions, industrial disputes, power failure, internet failure, venue closure or other unforeseen events.
19. Termination
We may terminate or suspend the services immediately by written notice if:
• you fail to pay any amount due on time;
• you commit a material breach of these terms;
• your conduct is abusive, unsafe, unlawful, or inappropriate towards our staff, associates or participants.
You may terminate the contract in accordance with the cancellation provisions above or any separate written agreement.
Termination does not affect any accrued rights, remedies, obligations or liabilities existing at the date of termination.
20. General
If any provision of these terms is found to be invalid, illegal or unenforceable, the remaining provisions will remain in full force and effect.
Our failure to enforce any right or provision of these terms shall not constitute a waiver of that right or provision.
These terms constitute the entire agreement between the parties unless superseded by a separate written agreement.
21. Governing Law and Jurisdiction
These terms and any dispute or claim arising out of or in connection with them shall be governed by the law of England and Wales.
The courts of England and Wales shall have exclusive jurisdiction, except where applicable consumer law provides otherwise.
Last updated: 22 April 2026