Terms and conditions

Last updated 5 November 2026

These terms apply when you book or buy our training, programmes and advisory services, and when you use this website. They are written for two kinds of customer. Organisation customers book for a business, a public body or a group of colleagues (sections 5 and 6). Individual customers buy a place for themselves, outside their business, trade or profession (section 7). The sections before and after apply to everyone. Terms agreed in writing for a particular contract replace these terms where they differ.

1. Who we are

Change & Learning Solutions Ltd is registered in England and Wales, company number 08314664. Registered office: 89 Jacobs Well Lane, Wakefield, England, WF1 3PB. We are not currently registered for VAT.

2. Our services and your booking

We provide change management, training and related services as described on this website and in the proposal, statement of work or booking confirmation we agree with you. A booking is made when we send you written confirmation, or when we take your payment. Quotes are valid for 30 days. Course descriptions, lengths and prices on this website are a guide until we confirm your booking.

3. Prices and payment

All prices are in pounds sterling and are shown before VAT. We are not VAT registered at present. When we register, VAT will be added at the current rate and shown separately on the invoice. For group courses, the price is a group fee for up to the stated number of learners, plus a set price for each extra learner up to the stated limit. The minimum group size for a live course is 5 learners unless we agree otherwise. Travel for on site courses is charged at cost and agreed with you first.

Organisations: invoices are payable within 30 days of the invoice date unless we agree otherwise in writing. Individuals: you pay when you book, or on the date shown on your invoice or payment plan. If an invoice is paid late, we may charge interest and fixed compensation under the Late Payment of Commercial Debts (Interest) Act 1998, and we may pause further services until the overdue amount is paid. Please tell us promptly if you dispute part of an invoice, and pay the part that is not in dispute. Where we offer a payment plan, its terms are confirmed when you book.

4. Delivery, dates and changes by us

We will deliver the course with reasonable skill and care. We may change a trainer, the timetable or the format where we need to, as long as the course content and learning aims stay the same. If we have to cancel or move a live course, for example because a trainer is unavailable or too few learners have booked, we will offer you a new date or a full refund of what you have paid for it.

5. Group and organisation bookings

Learners. Please give us the names and work email addresses of your learners at least 5 working days before the course. You can swap a learner for a colleague at any time, at no charge. If your numbers change, the price changes in line with section 3, subject to the minimum and maximum group size for the course.

Your part. For on site courses, please provide a suitable room, a screen or projector, and the access we agree in advance. For live online courses, we send a Zoom link and learners need a computer, a camera and a microphone.

Recordings. We may record live online sessions for learners who miss them. We will tell you first, and recordings are for the learners on that booking only.

6. Cancelling or moving a booking (organisations)

You may cancel or move a course by written notice. If you give us more than 14 days' notice before the course starts, we will refund the fee in full or move your booking to another date at no charge. If you give us between 14 and 7 days' notice, we may keep 50% of the fee. If you give us less than 7 days' notice, or learners do not attend, the full fee is payable. For bespoke or in house courses, any different terms in your proposal apply instead.

7. Individuals buying for themselves (consumers)

Your right to cancel. You have the right to cancel within 14 days without giving a reason, under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. The 14 days start on the day after we confirm your booking. To cancel, tell us clearly in writing, by email or through our contact page. We will refund what you paid within 14 days of hearing from you, using the same payment method.

Starting early. If you ask us to start before the 14 days are over, for example by joining a live course that begins within that time, we will ask you to confirm that when you book. If you then cancel, you pay a fair amount for what we have already provided, in proportion to the full price.

On demand modules. Our on demand programmes are digital content. If you ask us to give you access straight away and you acknowledge that you will lose your right to cancel once access begins, you can no longer cancel under this section after you start. We ask you to confirm both points when you enrol.

Toolkits. Our toolkits are digital content, which you download straight after you pay. The same rule applies as for on demand modules: if you ask us to give you the files straight away and you acknowledge that you will lose your right to cancel once they are available to download, you can no longer cancel under this section. We ask you to confirm both points on the payment page before you pay. Your download links work for seven days, and you can ask for fresh links at any time by using the “Send me my links again” page or by emailing us. If a file is faulty or does not open, tell us and we will put it right.

One to one Change Strategy Session. This is a service delivered by video call. You can move your session to another date if you tell us at least 48 hours before it starts. If you cancel with less notice, or do not attend, the fee is not refundable. If you are an individual, your 14 day right to cancel applies as set out above, but if you ask for your session to take place within those 14 days, you pay a fair amount for any session that has taken place.

After the 14 days. For a live course, you can move to another date or get a full refund if you tell us at least 14 days before it starts. If you give us less notice, or do not attend, the fee is not refundable, but you can send someone in your place at no charge. Access to an on demand programme lasts for the period stated when you enrol (12 months for Change Strategy and Leadership).

Your legal rights. Nothing in these terms affects your legal rights. Under the Consumer Rights Act 2015, services must be provided with reasonable care and skill, and digital content must be of satisfactory quality, fit for purpose and as described. If something is wrong, tell us and we will put it right.

8. On demand programmes and live coaching

When you enrol you get a personal licence to use the modules for the access period shown at enrolment. Please do not share your login, or copy or share the materials. Live coaching sessions are run on Zoom on the dates we publish. We may reschedule a session with reasonable notice, and we record sessions for anyone who misses one. A coaching session runs even if only one or two learners join.

9. Assessment, certificates and badges

Where a course includes assessment, we explain what is needed to pass when you start. We issue our own certificate and digital badge when you have met the requirements. Our own programmes are not accredited qualifications and are not Prosci or APMG certifications unless the course page says so. We may withhold or withdraw a certificate where work is not your own.

10. No guarantee of outcomes

We work with skill and care, but we cannot guarantee particular results. Comments and results shown on this website are those reported to us by clients, and the results you achieve will depend on your organisation and your own efforts. Our courses, materials and evidence packs are general training and information. They are not legal advice and do not guarantee that your organisation complies with any law. You remain responsible for your own legal obligations and should take your own advice.

11. Materials and intellectual property

We own our course materials, methods and templates, including the READY and UPELO methods. UPELO is our trade mark, and an application to register it has been made. We give you a nonexclusive licence to use them within your organisation, or for your own learning, for the course you have booked. You may not copy, resell or share them outside your organisation without our written permission.

Toolkits. We own the copyright in every toolkit, including the words, templates, scripts, spreadsheets, layout and design. When you buy a toolkit, you buy a licence for your own use. You are not buying the copyright. You may print it, and fill in and edit the templates, scripts and spreadsheets with your own content for your own work, and share the filled in versions you create with colleagues, clients and sponsors as part of that work. You may not sell, resell, rent, lend, share, give away, upload or publish a toolkit or any part of it, including edited or renamed versions. You may not give anyone a blank copy, present it as your own work or product, remove our name or copyright notice, or put it where others can download or copy it, such as a shared drive, intranet or website. A toolkit licence is for one person. If your team wants to use a toolkit, please ask us about a team licence first. We may end a licence if these terms are broken. Our toolkits are practical aids and general guidance. They are not legal, human resources or professional advice, and they do not guarantee any result. Names of other methods, products and organisations, including ADKAR, Kotter, Lewin and Microsoft, belong to their owners. We use them only to describe what our practitioners know and use, or the tools we train people on. This does not mean we are affiliated with, endorsed by or certified by them.

12. Your information and data protection

We handle personal information in line with our privacy notice. Where we process learners' details for your organisation, we will agree data protection terms with you.

13. Confidentiality

Each of us will keep the other's confidential information confidential and use it only for the services.

14. AI tools

AI tools change often and their answers can be wrong. We train people to check their work, and we are not responsible for the tools or the results people produce with them. Product and tool names mentioned on this site belong to their owners.

15. Learner conduct

Learners should take part respectfully and follow your organisation's policies. We may ask someone to leave a session if their behaviour makes it unsafe or unworkable for others, and in that case no refund is due.

16. Our liability

Nothing limits liability for death or personal injury caused by negligence, for fraud, or for anything the law does not allow us to limit. For organisation customers, our total liability for any claim relating to a service is limited to the fees you paid for that service, and we are not liable for loss of profit, loss of business, loss of goodwill or any indirect or consequential loss. For individual customers, we are responsible for losses that are a foreseeable result of our breaking these terms or of our negligence, but not for losses that were not foreseeable, or for business losses.

17. Events outside our control

Neither of us is responsible for delay or failure caused by events outside our reasonable control, such as severe weather, illness, technical failure or industrial action. If an event like this stops a live course, we will offer a new date or a refund.

18. Complaints

If you are not happy, please tell us by email or through our contact page. We will acknowledge your complaint within 5 working days and aim to give you a full reply within 20 working days. If we cannot settle it, you may be able to use an alternative dispute resolution provider, and we will tell you which if one applies.

19. Website

Information on this website is general and may change. We try to keep it accurate but do not promise it is complete. We are not responsible for other websites we link to.

20. General

These terms, with your booking confirmation or proposal, are the whole agreement between us for the service. If part of them cannot be enforced, the rest still applies. You may not transfer your booking to someone else without our agreement, except by naming a replacement learner as set out above. Only you and we can enforce these terms. We may update these terms, and the version that applies is the one in force when you book.

21. Law and courts

These terms are governed by the law of England and Wales, and the courts of England and Wales have jurisdiction. If you are an individual living in Scotland or Northern Ireland, you may also bring a claim in the courts where you live.