Terms and Conditions of Service

Last updated: 24 August 2026

These Terms and Conditions of Service ("Terms") apply to courses, programmes and related training services provided by Advanced Excellence Ltd, trading as The Institute for Advanced Coaching Excellence ("ACE").

Advanced Excellence Ltd is a company registered in England and Wales under company number 17142165, with its registered office at:

Centenary House
Peninsula Park
Rydon Lane
Exeter
EX2 7XE
United Kingdom

Email: hello@advancedcoachingexcellence.com

ACE is not currently registered for UK VAT.

By purchasing or enrolling on an ACE Course, you agree to these Terms. Please read them carefully before purchasing.

These Terms apply to individual customers and, where applicable, organisations purchasing places for employees or other participants.

1. Definitions

In these Terms:

• "ACE", "we", "us" or "our" means Advanced Excellence Ltd, trading as The Institute for Advanced Coaching Excellence.
• "Course" means any coaching, professional development, continuing professional development or related educational programme offered by ACE.
• "Customer", "you" or "your" means the person purchasing a Course or, where applicable, the organisation purchasing a Course or place on behalf of a Participant.
• "Participant" means the individual attending or undertaking a Course.
• "Course Materials" means materials supplied by ACE in connection with a Course, including presentations, workbooks, recordings, videos, exercises, assessments, documents, templates and other learning resources.
• "Course Details" means the information about a particular Course published by ACE at the time of booking, including its content, dates, delivery method, location, duration, requirements, completion requirements, certification arrangements and any applicable additional terms.
• "Online Platform" means third-party platforms used to deliver a Course, including LearnWorlds, Microsoft Teams and Zoom.
• "Business Customer" means a Customer purchasing primarily for purposes relating to their trade, business, craft or profession.
• "Consumer" means an individual acting wholly or mainly outside their trade, business, craft or profession.

2. About ACE and our Courses

2.1 ACE provides continuing professional development and educational Courses relating to coaching and associated professional subjects.

2.2 Courses may be delivered in one or more of the following ways:

• asynchronously online through LearnWorlds;
• synchronously online using Microsoft Teams, Zoom or another platform specified by ACE; and/or
• synchronously in person at third-party venues.

2.3 The delivery method, dates, location, duration and other important details for each Course will be stated in the relevant Course Details.

2.4 ACE may use appropriately qualified trainers, facilitators, tutors, guest speakers and other professionals to deliver Courses.

2.5 ACE may make reasonable changes to Course content, trainers, delivery arrangements or venues where necessary, provided that such changes do not materially reduce the overall nature or value of the Course.

2.6 ACE aims to ensure that Course content is accurate and appropriately current at the time it is delivered. However, professional practice, research, guidance, legislation and other information may change over time. Participants remain responsible for using their own professional judgement and, where appropriate, consulting current authoritative sources.

3. Eligibility and enrolment

3.1 ACE Courses are intended for individuals aged 18 or over.

3.2 Courses may have entry requirements, including prior coaching experience or other relevant professional experience. Any such requirements will be stated in the Course Details.

3.3 By enrolling, you confirm that you meet any applicable entry requirements and that the information you provide to ACE is accurate and complete.

3.4 ACE reserves the right to refuse an enrolment where we reasonably consider that an applicant does not meet the published entry requirements or where participation would be inappropriate for the Course or the safety or wellbeing of other participants.

3.5 Where ACE refuses an enrolment before a contract has been formed, any payment already made will be refunded.

4. Formation of the contract and acceptance of these Terms

4.1 A contract between you and ACE is formed when:

• you complete the applicable purchase or booking process; and
• ACE receives and accepts your payment.

4.2 By clicking the applicable purchase, checkout or booking button, you confirm that you have read and agree to these Terms and that you wish to enter into a legally binding contract with ACE on the basis of these Terms.

4.3 ACE will make these Terms available to you before you complete your purchase. You should read them carefully before placing your order and retain a copy for your records.

4.4 Before you place an order online, ACE will provide information about the technical steps required to conclude the contract and a reasonable opportunity to identify and correct input errors before submitting the order.

4.5 Once the contract is formed, these Terms apply to the Course you have purchased together with the relevant Course Details.

4.6 ACE will provide appropriate confirmation of your booking and the information necessary to access or attend the Course.

4.7 The information that ACE is legally required to provide to you before purchase, together with the relevant Course Details, forms part of the pre-contract information for the purposes of applicable consumer protection law. Where such information is required by law to form part of the contract, it will be treated as incorporated into the contract.

4.8 Nothing in these Terms is intended to exclude, restrict or otherwise interfere with any statutory rights you may have as a Consumer. Where a provision of these Terms conflicts with a mandatory statutory right, the statutory right will prevail.

5. Prices and payment

5.1 Course prices are stated in pounds sterling (GBP) unless expressly stated otherwise.

5.2 ACE is not currently registered for UK VAT and does not currently charge UK VAT on its Courses. ACE will comply with any applicable tax obligations arising from changes in its circumstances or applicable law.

5.3 Unless otherwise stated, Course fees must be paid in full at the time of booking.

5.4 ACE may offer instalment plans or other payment plans for particular Courses. Where available, the applicable payment schedule will be stated on the Course booking page or otherwise provided to you before purchase.

5.5 If an instalment payment fails:

• ACE will contact you and give you an opportunity to arrange an alternative payment;
• you will have 10 working days from ACE's notification of the failed payment to remedy the missed payment, unless a different period is agreed in writing;
• if the missed payment is not remedied within that period, ACE may suspend access to the Course and/or terminate the contract; and
• where the contract is terminated, ACE may revoke access to the relevant Course and associated Course Materials.

5.6 ACE will not charge interest or additional administration fees for late payments under an agreed payment plan.

5.7 Termination for non-payment does not affect any rights or obligations that accrued before termination.

5.8 ACE will only offer instalment or payment plans where doing so complies with applicable consumer credit and other applicable legislation. Where required by law, ACE will obtain any necessary authorisation or provide the information and protections required by law.

6. Asynchronous online Courses

6.1 Asynchronous Courses are delivered through LearnWorlds or another online learning platform specified by ACE.

6.2 Where an asynchronous Course is already available when you purchase it, access may begin immediately following purchase, subject to the applicable Course Details and any statutory requirements concerning immediate supply of digital content.

6.3 Where an asynchronous Course has a future opening date, access will normally begin when the Course opens.

6.4 Where ACE supplies digital content immediately after purchase and the law requires an express consent and acknowledgement before supply begins, ACE will obtain the required consent and acknowledgement through the purchase process or another appropriate method before access begins.

6.5 Nothing in these Terms limits or excludes any statutory rights you may have as a Consumer.

6.6 Subject to clause 6.8, access to an asynchronous Course remains available while ACE continues to make that Course available.

6.7 You must complete an asynchronous programme, including any applicable assessments and completion requirements, within three years of your access commencing, unless ACE agrees otherwise in writing.

6.8 ACE may extend the applicable completion period at its discretion, including where reasonable adjustments, exceptional circumstances or other circumstances make an extension appropriate.

6.9 ACE may retire or substantially change an asynchronous Course. Where reasonably practicable, ACE will notify registered users at least six months before retirement of a Course and provide a reasonable opportunity to complete the Course.

6.10 Where ACE retires a Course before a Participant's applicable completion period has expired, ACE will, where reasonably practicable, provide the Participant with at least six months' notice and a reasonable opportunity to complete the Course or, at ACE's discretion, access an equivalent or replacement Course.

6.11 ACE may delete or deactivate accounts where there has been no activity for 24 months after the relevant Course access or entitlement has ended, subject to applicable legal, regulatory, accounting and dispute-resolution requirements.

6.12 Some Course Materials may be made available for download. Downloaded materials are provided for your personal, non-commercial use only and remain subject to these Terms.

7. Live online Courses

7.1 Live online Courses may be delivered using Microsoft Teams, Zoom or another platform specified by ACE.

7.2 ACE will provide the necessary joining instructions and links.

7.3 You are responsible for ensuring that you have:

• suitable internet access;
• a compatible device;
• any required software or applications;
• suitable audio and, where required, video equipment; and
• the ability to access the relevant online platform.

7.4 ACE is not responsible for problems arising from your internet connection, device, software, network, third-party platform or other circumstances outside ACE's reasonable control.

7.5 ACE is also not responsible for outages, interruptions, changes to functionality or technical failures affecting third-party platforms including LearnWorlds, Zoom or Microsoft Teams, except to the extent that applicable law requires otherwise.

7.6 Not all live sessions will be recorded. Where a recording will be made available after a Course, this will be stated in the relevant Course Details.

7.7 Where recordings are made available, ACE may determine the period for which they remain accessible.

7.8 Where a Consumer expressly requests that ACE begins providing a live service during the statutory cancellation period, ACE will provide the information and obtain any request or acknowledgement required by applicable law.

7.9 Where permitted by law, if a Consumer cancels after a service has begun following their express request, ACE may be entitled to receive a proportionate amount for the service provided before cancellation.

8. In-person Courses

8.1 In-person Courses may take place at third-party venues selected or hired by ACE.

8.2 The venue will be stated in the relevant Course Details or communicated to Participants before the Course.

8.3 ACE may change the venue where reasonably necessary, provided that the alternative venue is reasonably suitable for delivery of the Course.

8.4 Unless expressly included in the Course Details, you are responsible for your own:

• travel;
• accommodation;
• parking;
• travel insurance; and
• other costs associated with attending an in-person Course.

8.5 Where refreshments, lunch or other catering are provided, the Course Details will specify what is included.

8.6 You must comply with reasonable health, safety and venue requirements while attending an in-person Course.

8.7 Where a Consumer expressly requests that ACE begins providing an in-person service during the statutory cancellation period, ACE will provide the information and obtain any request or acknowledgement required by applicable law.

8.8 Where permitted by law, if a Consumer cancels after an in-person service has begun following their express request, ACE may be entitled to receive a proportionate amount for the service provided before cancellation.

9. Attendance and participation

9.1 You are responsible for attending the Course sessions applicable to your Course.

9.2 If you do not attend a Course, ACE is not required to provide a refund under its discretionary cancellation policy. This does not affect any statutory rights that cannot lawfully be excluded.

9.3 Where a Course has attendance, participation, assessment or other completion requirements, these will be specified in the Course Details.

9.4 ACE may require Participants to take part in coaching practice, demonstrations, discussions, exercises or other learning activities.

9.5 You remain responsible for deciding whether you are able and willing to participate in any particular activity and should notify ACE of any reasonable adjustment or accessibility requirement.

10. Cancellation by you and refunds

10.1 The following cancellation arrangements apply to Course bookings. These arrangements are ACE's contractual cancellation policy and apply in addition to, and not instead of, any statutory cancellation rights or other mandatory consumer rights that apply to your contract.

Statutory cancellation rights

10.2 If you are a Consumer and you buy a Course online or otherwise at a distance, you normally have a statutory right to cancel the contract without giving any reason within 14 days after the day on which the contract is entered into, unless an exception applies or the right has been lost or affected in accordance with applicable law.

10.3 To exercise a statutory cancellation right, you must inform ACE of your decision to cancel by a clear statement, for example by email to hello@advancedcoachingexcellence.com or by post to ACE's registered office. You may use the Model Cancellation Form in Schedule 1, but you do not have to.

10.4 If you validly exercise a statutory cancellation right, ACE will reimburse payments received from you for the relevant contract without undue delay and within the period required by applicable law, subject to any deductions or payments that applicable law permits where performance has begun following your express request.

10.5 Where you have expressly requested ACE to begin providing services during the statutory cancellation period, you may be required to pay a proportionate amount for services supplied before you cancel, where permitted by law.

10.6 Where digital content is supplied immediately during the statutory cancellation period, ACE will obtain any express consent and acknowledgement required by applicable law before supply begins.

10.7 Where a service has been fully performed during the statutory cancellation period following an express request and any required acknowledgement, the statutory cancellation right may be lost in accordance with applicable law.

ACE's contractual cancellation policy

10.8 Where you cancel a Course booking four weeks or more before the scheduled Course start date, you will receive a full refund, subject to any applicable statutory requirements.

10.9 Where you cancel between four weeks and two weeks before the scheduled Course start date, you will receive a refund of 50% of the Course fee, unless a statutory cancellation right or other mandatory right gives you a greater entitlement.

10.10 Where you cancel less than two weeks before the scheduled Course start date, no cash refund will ordinarily be provided under ACE's discretionary cancellation policy. Instead, ACE will offer you a credit that may be applied towards another ACE Course, less a cancellation charge of up to £50 to reflect ACE's reasonable administrative costs, unless a statutory cancellation right or other mandatory right gives you a greater entitlement.

10.11 ACE will not seek to recover the same loss twice. Any cancellation charge will be limited to a reasonable amount having regard to ACE's costs and losses arising directly from the cancellation and applicable law.

10.12 The cancellation structure in clauses 10.8 to 10.10 does not operate to remove or reduce any cancellation, refund, repair, replacement, repeat-performance, price-reduction or other rights that you may have under applicable law.

10.13 Where a Course has already commenced, no refund will ordinarily be available for non-attendance or failure to complete the Course under ACE's contractual cancellation policy. This does not affect any statutory rights that cannot lawfully be excluded or restricted.

10.14 Nothing in this section affects any rights you may have under applicable consumer protection legislation, including rights relating to the quality, conformity, performance or delivery of digital content or services.

11. Transfers and substitutions

11.1 You may request to transfer your booking to another scheduled date up to two weeks before the Course start date, subject to availability.

11.2 A transfer fee of up to £50 may apply to reflect ACE's reasonable administration costs in processing the transfer.

11.3 Transfers are not guaranteed and depend upon availability.

11.4 Individual Participants may not transfer their booking to another person.

11.5 Where a Business Customer has purchased a Course place or places, the organisation may request to substitute another employee or representative by providing ACE with written notice.

11.6 ACE may reasonably require a replacement Participant to meet any Course prerequisites.

12. Changes or cancellation by ACE

12.1 ACE will make reasonable efforts to deliver Courses as advertised but reserves the right, where reasonably necessary, to:

• change the date;
• change the trainer or facilitator;
• change the delivery method;
• change the venue;
• make reasonable changes to Course content; or
• cancel a Course.

12.2 ACE may make such changes where reasonably necessary for operational, safety, trainer, venue, technical or other legitimate reasons.

12.3 ACE may cancel or reschedule a Course where minimum enrolment numbers are not achieved, where this is reasonably necessary and ACE gives affected Customers reasonable notice where practicable.

12.4 No particular trainer, facilitator, tutor or guest speaker is guaranteed.

12.5 ACE will not make changes for the purpose of materially reducing the Course or avoiding its contractual obligations.

12.6 Where a change materially affects the nature or delivery of a Course, ACE will notify affected Customers as soon as reasonably practicable and, where appropriate, provide the options set out in clause 12.7.

12.7 If ACE cancels a Course or makes a material change that means you can no longer reasonably attend or participate, ACE will offer you one of the following, as appropriate:

• an alternative date;
• an alternative ACE Course;
• a credit towards a future ACE Course; or
• a full refund of the Course fee paid to ACE for the affected Course.

12.8 Where ACE changes a Course, we will make reasonable efforts to notify you as soon as practicable.

12.9 Subject to applicable law, ACE will not be responsible for your travel, accommodation, loss of earnings or other costs incurred as a result of a Course being changed, postponed or cancelled.

12.10 Nothing in this section limits any liability or remedy that cannot lawfully be excluded or limited.

13. Course completion and certificates

13.1 Each Course may have its own completion requirements.

13.2 Completion requirements may include attendance, participation, assessments, assignments, practical demonstrations, reflective work or other requirements specified in the Course Details.

13.3 Where you meet the applicable completion requirements, ACE will issue a certificate where the Course includes certification.

13.4 Certificates are issued by ACE.

13.5 Some ACE Courses may be accredited or recognised by professional bodies, including the International Coaching Federation (ICF) and/or the Association for Coaching (AC). Where applicable, the relevant accreditation or recognition will be clearly identified in the Course Details.

13.6 Accreditation, recognition, continuing professional development status or eligibility for professional-body requirements may be subject to the continuing rules, policies and decisions of the relevant professional body, over which ACE has no control.

13.7 Unless expressly stated otherwise in the Course Details, completing an ACE Course does not constitute accreditation, certification or membership of ICF, AC or any other professional body.

13.8 ACE Courses are continuing professional development and educational programmes. ACE does not guarantee that completing a Course will result in employment, clients, income, promotion, professional accreditation, insurance eligibility or business success.

13.9 Where an assessment is failed, you may resubmit it an unlimited number of times during the applicable Course completion period, subject to any reasonable requirements concerning the format, quality and substance of the resubmission.

13.10 No additional assessment or resubmission fee will be charged unless expressly stated in the relevant Course Details.

13.11 Unless otherwise specified, all assessment and completion requirements must be completed within three years of the relevant Course commencing.

14. Intellectual property

14.1 ACE and/or its licensors and faculty own all intellectual property rights in the Course Materials and in the materials, content, structure and resources created or supplied by ACE in connection with a Course.

14.2 Nothing in these Terms transfers ownership of ACE's intellectual property to you.

14.3 Subject to these Terms, ACE grants you a limited, non-exclusive, non-transferable, revocable licence to use the Course Materials solely for your own personal learning and professional development.

14.4 You must not, without ACE's prior written permission:

• reproduce or redistribute Course Materials;
• share Course Materials with other people;
• sell, licence or commercially exploit Course Materials;
• upload Course Materials to a public or shared online repository;
• use Course Materials to create or deliver competing training;
• share your LearnWorlds or other Course login credentials;
• record, copy or reproduce Course sessions or teaching materials, except where expressly authorised by ACE;
• systematically photograph or reproduce presentation slides or other Course Materials; or
• otherwise make ACE's proprietary materials available to third parties.

14.5 You must not upload, submit, reproduce or otherwise provide ACE Course Materials, in whole or in substantial part, to any artificial intelligence or generative AI system for training, fine-tuning, analysis, reproduction or generation of derivative content without ACE's prior written permission.

14.6 Nothing in this section prevents you from making reasonable personal notes about your own learning, provided those notes do not reproduce substantial parts of ACE's intellectual property.

14.7 You retain ownership of intellectual property in materials that you independently create and bring to a Course, subject to any ACE intellectual property incorporated into those materials. You grant ACE no rights in your intellectual property except where reasonably necessary to administer and deliver the Course or where you separately agree otherwise.

14.8 ACE may suspend or terminate access, refuse certification, or take other reasonable and proportionate steps where it reasonably believes that a Customer or Participant has shared access credentials, enabled unauthorised access, copied or redistributed Course Materials, or otherwise breached ACE's intellectual property rights.

14.9 Any action taken under clause 14.8 will be proportionate to the circumstances and will not affect any statutory rights the Customer or Participant may have.

15. Confidentiality and participant privacy

15.1 Courses may involve discussions in which Participants share personal, professional or commercially sensitive information.

15.2 You must respect the confidentiality and privacy of other Participants.

15.3 You must not disclose another Participant's personal or confidential information outside the Course without their permission, unless disclosure is required or permitted by law.

15.4 You must not record another Participant, their contribution or a Course session without ACE's prior permission and, where applicable, the consent of those being recorded.

15.5 Participants may use confidential information from their own professional practice during exercises where appropriate. However, you must take reasonable steps to avoid unnecessarily identifying clients or other third parties.

15.6 ACE does not prohibit Participants from discussing their own experiences. However, Participants must respect the confidentiality of other people and organisations.

15.7 ACE may permit Participants to share confidential information as part of a Course exercise. If a Participant would like a recording to be stopped because of something they wish to discuss, they should inform the tutor before the relevant session begins wherever reasonably possible.

15.8 ACE will consider reasonable requests to stop recording in accordance with the nature and purpose of the recording and applicable data protection requirements.

16. Recording and photography

16.1 ACE may record some live sessions, coaching demonstrations or other Course activities.

16.2 ACE may also take photographs or other images at in-person Courses.

16.3 Where recording or photography is intended for a particular Course, ACE will provide appropriate information to Participants and, where required, obtain the relevant consent or rely on another lawful basis.

16.4 Where ACE intends to use identifiable photographs, video or other media containing Participants for promotional or marketing purposes, ACE will provide appropriate information and, where required by law, obtain consent or rely on another lawful basis.

16.5 Where consent is required for marketing use, ACE will provide an appropriate separate consent mechanism rather than making marketing consent a condition of purchasing a Course.

16.6 ACE may retain recordings or photographs in accordance with its Privacy Policy and applicable data protection law.

16.7 Where recordings, photographs or similar media involve personal data, ACE will process them in accordance with its Privacy Policy and applicable data protection law.

17. AI notetakers and artificial intelligence tools

17.1 ACE does not permit AI notetakers, automated meeting assistants or similar AI recording, transcription or note-taking tools to attend live Course sessions.

17.2 This restriction exists to protect Participant privacy and confidentiality and ACE's intellectual property.

17.3 Participants must not activate or permit an AI notetaker or similar tool to record, transcribe, analyse or otherwise process an ACE Course session without ACE's prior written permission.

17.4 You must ensure that any AI meeting assistant, transcription tool, recording tool or similar technology associated with your device or account is disabled for the duration of the session.

17.5 If you require notes or a transcript for accessibility, learning or another legitimate reason, please contact ACE before the session. Where reasonably possible, ACE may provide or arrange access to notes or other materials supplied by ACE.

18. Participant conduct

18.1 ACE is committed to providing an inclusive, respectful and professional learning environment.

18.2 You must not:

• behave abusively, threateningly or aggressively;
• harass, bully or discriminate against another Participant, trainer, facilitator, staff member or venue representative;
• disrupt the delivery of a Course;
• breach another Participant's confidentiality;
• record a Course without permission;
• share access credentials;
• copy or distribute ACE's intellectual property without permission;
• use Course activities to promote unrelated commercial services without permission; or
• engage in conduct that ACE reasonably considers inappropriate or likely to harm the safety or wellbeing of others.

18.3 ACE may suspend or remove a Participant from a Course where we reasonably believe that they have breached this section or otherwise pose a significant risk to the learning environment.

18.4 Where a Participant is removed for misconduct, no refund will ordinarily be provided, subject to any statutory rights that cannot lawfully be excluded.

18.5 ACE may also suspend, remove or refuse continued participation where ACE reasonably considers that participation presents a safeguarding concern, serious welfare concern, risk to staff, trainers, venue representatives or Participants, or material disruption to the learning environment.

18.6 Where ACE has a safeguarding concern, ACE may take reasonable steps to protect Participants, staff and others, including pausing or ending participation, seeking appropriate support, and sharing information where ACE reasonably believes this is necessary to protect a person from harm, comply with a legal obligation, or otherwise where permitted by law.

19. Coaching, health and professional responsibility

19.1 ACE Courses are educational and professional development programmes.

19.2 ACE does not provide medical, psychiatric, psychological, therapeutic, legal, financial or other regulated professional advice through its Courses unless expressly stated otherwise.

19.3 Coaching is not a substitute for appropriate medical, psychological, therapeutic or other professional care.

19.4 Some ACE Courses may address subjects including mental health, trauma, wellbeing, neurodivergence or other sensitive topics. These subjects are addressed for educational and professional development purposes.

19.5 Participants are responsible for exercising appropriate professional judgement when applying their learning.

19.6 Nothing in an ACE Course should be interpreted as authorising a Participant to practise outside their competence, qualifications, professional scope or applicable legal or regulatory requirements.

19.7 Participants are responsible for determining when a coaching client should be referred to another suitably qualified professional.

19.8 ACE does not guarantee that the approaches, models, techniques or information discussed during a Course will produce a particular outcome for any Participant or their clients.

19.9 Participants remain solely responsible for professional decisions, advice, interventions, services and actions they provide to their own clients, employers, organisations or other third parties, including ensuring that they act within their competence, qualifications, professional scope and applicable legal or regulatory requirements.

19.10 ACE is not responsible for the actions, decisions, outcomes or consequences arising from a Participant's use of their learning in their own professional practice, subject always to ACE's liability under applicable law.

20. Accessibility and reasonable adjustments

20.1 ACE is committed to providing inclusive training and making reasonable adjustments to support Participants with disabilities and other accessibility requirements.

20.2 If you require a reasonable adjustment, please contact ACE at hello@advancedcoachingexcellence.com as early as reasonably possible and preferably before the Course begins.

20.3 ACE will consider requests for reasonable adjustments and, where legally required, make reasonable adjustments in accordance with applicable equality and accessibility legislation and the practical requirements of the Course.

20.4 Reasonable adjustments may include, where appropriate:

• accessible Course Materials;
• additional breaks;
• captions or transcripts where reasonably available;
• adjustments to participation methods;
• reasonable changes to the physical learning environment; or
• other appropriate adjustments.

20.5 ACE cannot guarantee that every requested adjustment will be possible in every circumstance, particularly where the Course involves third-party venues or technology platforms, but we will make reasonable efforts to identify suitable solutions.

20.6 For in-person Courses, you should tell ACE as early as reasonably possible about any accessibility, dietary, health, safety or other practical requirement that may be relevant to your attendance, so that ACE can consider reasonable arrangements where appropriate.

21. Complaints

21.1 If you have a complaint about an ACE Course or service, please contact us at hello@advancedcoachingexcellence.com.

21.2 Wherever possible, complaints should be made within 30 days of the event giving rise to the complaint.

21.3 ACE will acknowledge and review complaints fairly and reasonably and may request further information where necessary.

21.4 The 30-day period is intended to assist ACE in resolving issues promptly.

21.5 Failure to make a complaint within 30 days will not, by itself, prevent you from exercising any statutory or contractual rights or bringing a claim within any applicable legal limitation period.

22. Data protection and privacy

22.1 ACE is the data controller for personal data processed in connection with its Courses and services.

22.2 ACE's processing of personal data is explained in its Privacy Policy.

22.3 The Privacy Policy is available at:

ACE Privacy Policy

22.4 ACE uses third-party service providers in delivering its Courses and services, which may include LearnWorlds, Zoom, Microsoft Teams, Stripe, Microsoft and other technology and service providers.

22.5 Such providers may process personal data on ACE's behalf or independently where appropriate, in accordance with applicable data protection law and the relevant contractual arrangements.

22.6 You should not submit unnecessary sensitive or confidential personal information about yourself or another person through an ACE platform.

22.7 Where ACE or its service providers transfer personal data outside the United Kingdom, ACE will ensure that appropriate safeguards or lawful transfer mechanisms are used where required by UK data protection law.

23. Marketing communications

23.1 ACE may send you service communications relating to Courses you have purchased, including booking confirmations, joining instructions, Course updates, assessments and other necessary communications.

23.2 ACE may also send information about other ACE Courses, events, services and professional development opportunities where ACE has a lawful basis to do so under applicable electronic marketing and data protection law.

23.3 You may opt out of marketing communications at any time using the unsubscribe mechanism provided or by contacting ACE.

23.4 Opting out of marketing communications will not affect essential communications relating to a Course you have purchased.

24. Third-party services and platforms

24.1 ACE uses third-party services and platforms to deliver and administer its Courses.

24.2 These may include LearnWorlds, Zoom, Microsoft Teams, Stripe and other providers.

24.3 ACE is not responsible for failures or changes to third-party services outside ACE's reasonable control.

24.4 Your use of third-party platforms may also be subject to the third party's own terms and privacy policies.

25. Force majeure

25.1 ACE will not be liable for failure or delay in performing its obligations where the failure or delay results from circumstances outside its reasonable control.

25.2 Such circumstances may include, without limitation:

• serious illness or unexpected unavailability of a trainer;
• venue closure or unavailability;
• severe weather;
• natural disaster;
• epidemic or pandemic;
• fire;
• flood;
• power or telecommunications failure;
• internet or technology infrastructure failure;
• cyber incident affecting third-party providers;
• industrial action;
• government action or restrictions;
• war, terrorism or civil unrest; or
• failure of a third-party supplier or platform.

25.3 Where such circumstances occur, ACE will take reasonable steps to minimise their impact and, where appropriate, offer an alternative Course date, delivery method, Course, credit or refund.

25.4 Nothing in this section affects any statutory rights or remedies that cannot lawfully be excluded or limited.

26. Liability

26.1 Nothing in these Terms excludes or limits liability that cannot lawfully be excluded or limited.

26.2 In particular, nothing in these Terms excludes or limits liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation, or any other liability that applicable law does not permit ACE to exclude or limit.

26.3 Subject to clauses 26.1 and 26.2, ACE will not be liable for loss or damage that is not reasonably foreseeable or that arises from circumstances outside ACE's reasonable control, to the extent that such limitation is permitted by applicable law.

26.4 For Business Customers only, and subject to clauses 26.1 and 26.2, ACE will not be liable for indirect or consequential loss, loss of business, loss of profit, loss of opportunity or loss of anticipated savings.

26.5 For Business Customers, subject to clauses 26.1 and 26.2, ACE's total aggregate liability arising out of or in connection with a particular Course will not exceed the amount of the fees paid or payable for that Course.

26.6 For Consumers, ACE does not seek to limit liability in a way that would deprive you of rights or remedies available to you under applicable consumer law.

26.7 ACE's Courses and services will be provided with the reasonable care and skill required by applicable law.

26.8 ACE is not responsible for loss, theft or damage to personal belongings at in-person Courses, except to the extent that liability cannot lawfully be excluded or limited.

27. Consumer rights

27.1 Nothing in these Terms affects your statutory rights as a Consumer.

27.2 Where applicable, Consumers have legal rights in relation to the quality, conformity and performance of digital content and services supplied by ACE.

27.3 Where a Course or service does not conform to the contract or is not provided with the reasonable care and skill required by law, Consumers may have rights to require the service to be brought into conformity, require repeat performance, receive an appropriate price reduction or exercise another statutory remedy, depending on the circumstances.

27.4 Where a statutory right conflicts with a provision of these Terms, the statutory right will prevail.

27.5 Where you purchase a Course from outside the United Kingdom, mandatory consumer protections applicable in your country of residence may also apply and nothing in these Terms is intended to exclude or restrict such rights where the law does not permit this.

28. International customers

28.1 ACE welcomes Customers internationally.

28.2 You are responsible for ensuring that you are legally permitted to purchase and participate in the relevant Course from your jurisdiction.

28.3 Online Course delivery may involve the transfer or processing of information internationally through third-party technology providers. Details are set out in ACE's Privacy Policy.

28.4 Where a Course requires attendance at a UK venue, you are responsible for ensuring that you have any visa, immigration or other permissions required to attend.

28.5 Where applicable law in the Customer's jurisdiction imposes mandatory requirements concerning consumer protection, cancellation, taxation or the provision of services, those requirements will apply to the extent that they cannot lawfully be excluded.

29. General

29.1 You may not transfer your contract with ACE to another person except where expressly permitted under these Terms.

29.2 ACE may transfer its rights and obligations under these Terms to another organisation as part of a restructuring, sale, merger or transfer of the relevant business, provided that your rights are not adversely affected.

29.3 If any provision of these Terms is found to be unlawful, invalid or unenforceable, that provision will be modified or removed to the minimum extent necessary and the remaining provisions will continue in effect.

29.4 A failure by ACE to enforce a provision of these Terms does not constitute a waiver of our right to enforce that provision later.

29.5 These Terms, together with the applicable Course Details and any other documents expressly incorporated into the contract, constitute the agreement between you and ACE concerning the relevant Course.

29.6 ACE's Website Terms and Cookie Policy apply separately to your use of ACE's website.

29.7 For Business Customers, these Terms, together with the applicable Course Details and any documents expressly incorporated into the contract, constitute the entire agreement between ACE and the Business Customer in relation to the relevant Course. The Business Customer acknowledges that it has not relied on any statement, representation, assurance or warranty that is not set out in those documents, except that nothing in this clause limits or excludes liability for fraud or fraudulent misrepresentation.

29.8 Except where these Terms expressly provide otherwise, a person who is not a party to the contract has no right to enforce any term of the contract under the Contracts (Rights of Third Parties) Act 1999.

30. Changes to these Terms

30.1 ACE may update these Terms from time to time.

30.2 The Terms applicable to your purchase will be those in force when your contract is formed, unless a later change is required by law or is otherwise agreed with you.

30.3 ACE will not use a change to these Terms to materially alter an existing contract without your agreement, unless the change is required by law or is otherwise permitted by the contract and applicable law.

30.4 Where a change materially affects an existing Course or contract, ACE will provide reasonable notice where appropriate.

31. Governing law and jurisdiction

31.1 These Terms and any contract between you and ACE are governed by the law of England and Wales.

31.2 If you are a Consumer, you will also benefit from any mandatory provisions of the law of the country in which you are resident where those provisions cannot lawfully be excluded.

31.3 Subject to clause 31.2, the courts of England and Wales will have jurisdiction over disputes arising from or connected with these Terms or a Course.

32. Contact

If you have any questions about these Terms, a Course, accessibility, cancellation, complaints or any other matter relating to your purchase, please contact:

Advanced Excellence Ltd trading as The Institute for Advanced Coaching Excellence

Centenary House
Peninsula Park
Rydon Lane
Exeter
EX2 7XE
United Kingdom

Email: hello@advancedcoachingexcellence.com

Company number: 17142165

Schedule 1 – Model Cancellation Form

To: Advanced Excellence Ltd trading as The Institute for Advanced Coaching Excellence
Centenary House, Peninsula Park, Rydon Lane, Exeter, EX2 7XE, United Kingdom
Email: hello@advancedcoachingexcellence.com

I/We hereby give notice that I/We cancel my/our contract for the supply of the following Course:

Course name: ______________________________________

Ordered on: ______________________________________

Name of Consumer(s): ______________________________________

Address of Consumer(s): ______________________________________

Signature of Consumer(s) (only if this form is notified on paper):

Date: ______________________________________