1. About these Booking Terms

These Booking Terms supplement the INCLUDE Framework Terms of Use and Privacy Policy. They apply specifically to coaching and strategic support services purchased from INCLUDE Framework.

These Booking Terms apply when you purchase or participate in any INCLUDE Framework coaching service, including:

  • INCLUDE Strategic Intervention;

  • INCLUDE Leadership Coaching; and

  • INCLUDE Strategic Partnership.

Our general Terms of Use continue to apply to your use of the INCLUDE Framework website, learning platform, digital products and resources.

Where these Booking Terms and our general Terms of Use deal with the same matter, these Booking Terms will take precedence in relation to the specific coaching service you have purchased.

References to “INCLUDE”, “we”, “us” or “our” mean INCLUDE Framework, trading as The INCLUDE Framework.

References to “you” or “client” mean the individual purchasing or participating in the coaching service, or the school, trust or organisation purchasing the service where applicable.

2. Your coaching package

The coaching service you purchase will be the package described on the relevant product, booking or checkout page at the time of purchase.

Your order confirmation will identify the service you have purchased.

Different packages include different levels of coaching, preparation, resources and follow-up support. The package summaries at the end of these Booking Terms provide further information.

Where there is a difference between a general package description and a specific written proposal or order confirmation agreed with you, the specific written proposal or order confirmation will apply.

3. Formation of the agreement

Your coaching agreement is normally formed when:

  1. you submit your order;

  2. payment is successfully authorised or another payment arrangement has been agreed; and

  3. we confirm your purchase.

Purchasing a package does not automatically reserve a particular date or time unless this is expressly stated.

You must use the booking instructions provided after purchase to select an available session.

4. Booking your sessions

After purchasing your coaching package, you will normally receive instructions explaining how to book your session or sessions.

You are responsible for selecting an appropriate available date and time and ensuring that the contact details provided during booking are accurate.

Coaching will normally be provided online unless another arrangement has been expressly agreed.

Meeting details will be sent to the email address associated with your booking. Please check these details before the session and contact us promptly if anything appears incorrect.

5. Preparing for your coaching

Some coaching packages require preparation before the first session. This may include:

  • completing an INCLUDE diagnostic;

  • completing an intervention or reflection brief;

  • identifying a particular challenge or priority;

  • reviewing relevant INCLUDE materials;

  • considering previous action already taken; or

  • providing other information reasonably required to prepare for the session.

You should complete required preparation by any deadline given in your booking instructions.

For the INCLUDE Strategic Intervention, the current process includes submission of the Strategic Diagnostic and Intervention Brief, pre-session review, the intervention itself and a Strategic Intervention Action Plan afterwards.

Failure to complete requested preparation may reduce what can reasonably be achieved during the session. Unless otherwise agreed, it does not automatically extend the duration of the session.

6. Fees and payment

The fee payable is the price displayed at checkout or agreed with you in writing before purchase.

Where VAT or other applicable taxes are chargeable, this will be indicated where required.

Unless an instalment arrangement or other payment schedule has been expressly agreed, payment is due before the coaching service begins.

Any additional costs, such as agreed travel or other expenses for an in-person engagement, will be confirmed with you before they are incurred.

7. Consumer cancellation rights

If you purchase a coaching service as an individual acting mainly outside your trade, business, craft or profession, you may have statutory consumer cancellation rights.

For many distance contracts this includes a 14-day cancellation period.

If you ask us to begin providing coaching or preparatory services during that statutory cancellation period, we may ask you to expressly request early performance.

If you subsequently exercise a statutory cancellation right after work has begun, you may be required to pay a proportionate amount for services already provided where the law permits.

Where the coaching service has been fully performed following the legally required request and acknowledgement, your statutory right to cancel may come to an end.

Nothing in these Booking Terms limits any statutory consumer rights that cannot lawfully be excluded.

8. Rescheduling a coaching session

We recognise that school and professional circumstances can change unexpectedly.

You may request to reschedule a booked coaching session by contacting us at least 48 hours before the scheduled start time.

Where at least 48 hours’ notice is provided, we will normally allow the session to be moved to another available date without a rescheduling charge.

Repeated requests to reschedule may be subject to reasonable limits, particularly where they prevent completion of a multi-session programme within its agreed delivery period.

A new date will be subject to availability.

9. Late cancellation

If you cancel a session with less than 48 hours’ notice, we may make a reasonable deduction or charge reflecting the loss caused by the late cancellation.

This may take account of:

  • preparation already completed specifically for your session;

  • coaching time that can no longer reasonably be reallocated;

  • administrative work already undertaken; and

  • other direct losses reasonably resulting from the cancellation.

Any cancellation amount will not exceed the value attributable to the affected session and will be applied subject to your statutory rights.

We will not impose a cancellation charge where doing so would be unlawful or unfair.

10. Failure to attend

If you do not attend a booked session and have not contacted us beforehand, the session may be treated as having been used.

Where appropriate, we will consider the circumstances and any reasonable opportunity to rearrange the session.

For multi-session packages, repeated non-attendance may make it impractical to complete the package within its intended timeframe.

11. Late arrival

If you arrive late, we will normally finish at the originally scheduled end time so that later appointments are not affected.

Where practicable, Evelyn may agree otherwise, but additional time cannot be guaranteed.

If technical difficulties on our side materially reduce the coaching time available, we will take reasonable steps to provide the missed time or another appropriate remedy.

12. Cancellation or rescheduling by INCLUDE

Occasionally we may need to change a coaching session because of illness, emergency, technical failure or another circumstance outside our reasonable control.

Where this occurs, we will seek to give you as much notice as reasonably possible and offer an alternative appointment.

If we are unable to provide a service you have paid for and no suitable alternative can reasonably be agreed, we will provide an appropriate refund or other remedy for the affected service.

13. Delivery periods and unused sessions

Multi-session packages are intended to be completed within the delivery period described when the package is purchased.

For example:

  • INCLUDE Leadership Coaching is structured across approximately 6–8 weeks; and

  • INCLUDE Strategic Partnership is designed as sustained strategic support over approximately three months.

Sessions should therefore be booked at reasonable intervals so that the coaching maintains continuity and momentum.

Where an agreed delivery period cannot be completed because of circumstances affecting either party, we will discuss a reasonable revised schedule.

Unused sessions do not automatically convert into cash refunds unless required by law or expressly agreed.

14. Between-session support

Where your package includes between-session support, this is intended to support implementation of the agreed coaching priorities.

Unless otherwise expressly agreed, between-session support does not provide:

  • unlimited on-demand consultancy;

  • emergency advice;

  • safeguarding case management;

  • legal advice;

  • urgent operational decision-making; or

  • unlimited review of documents.

Requests that substantially exceed the scope of the package may require a separate agreement or additional fee, which will be discussed with you before additional work is undertaken.

15. Your responsibilities as the client

Coaching works best where the client participates actively and provides sufficient context for meaningful discussion.

You agree to:

  • provide information that is accurate to the best of your knowledge;

  • complete agreed preparation where reasonably required;

  • attend scheduled sessions;

  • participate professionally and respectfully;

  • exercise your own professional judgement;

  • decide whether recommendations are appropriate to your circumstances; and

  • comply with the policies, statutory duties and professional requirements applying to you and your organisation.

The client, school or organisation remains responsible for all operational, educational, safeguarding, employment and pupil-related decisions.

16. Confidentiality

Coaching discussions will be treated as confidential professional conversations.

We will not ordinarily disclose information shared during coaching to third parties without your permission.

Confidentiality may, however, be limited where:

  • disclosure is required by law;

  • there is a safeguarding concern that requires appropriate action;

  • there is a serious risk of harm;

  • disclosure is necessary to protect legal rights; or

  • you have authorised information to be shared.

Where coaching has been commissioned and paid for by a school or organisation, any reporting arrangements to that organisation should be agreed in advance where relevant.

17. Pupil, staff and confidential information

You should avoid providing identifiable pupil information unless it is genuinely necessary for the agreed coaching work and an appropriate method of sharing that information has been agreed.

Where possible, examples should be anonymised.

You should not send us through ordinary booking forms or general email:

  • safeguarding records;

  • medical records;

  • detailed case files;

  • special-category personal information; or

  • identifiable information about pupils that is not necessary for the coaching engagement.

If personal information needs to be processed as part of a larger strategic or consultancy engagement, appropriate data-processing arrangements may be agreed separately.

18. Safeguarding

INCLUDE coaching does not replace your organisation’s safeguarding arrangements.

Where a safeguarding concern arises, you remain responsible for following your organisation’s safeguarding policy and escalating the concern to the appropriate safeguarding lead or authority.

Coaching should not be used as an alternative reporting route for an immediate safeguarding concern.

19. Nature and limits of the coaching service

INCLUDE coaching provides educational, strategic and professional support relating to SEND and inclusion practice.

It does not constitute:

  • legal advice;

  • medical or clinical advice;

  • therapeutic advice;

  • safeguarding advice;

  • regulatory advice;

  • HR or employment-law advice;

  • a diagnosis of SEND; or

  • specialist assessment.

The service does not replace statutory guidance, professional judgement, school policies or advice from appropriately qualified specialists.

20. Outcomes

Coaching is intended to support reflection, decision-making, leadership and implementation.

Educational settings and circumstances vary significantly, and outcomes depend on many factors outside INCLUDE’s control.

We therefore do not guarantee:

  • a particular pupil outcome;

  • an inspection result;

  • a particular SEND decision;

  • improved attendance or behaviour;

  • additional funding;

  • acceptance of a particular strategy by colleagues or leaders;

  • a regulatory outcome; or

  • any particular professional, organisational or financial result.

21. Recording coaching sessions

Neither party may audio-record, video-record or create an automated transcript of a private coaching session without the prior agreement of the other party.

This includes using third-party artificial-intelligence meeting assistants, transcription tools or automated note-taking services.

If recording is agreed, the purpose, storage, access and retention arrangements should be agreed before recording begins.

Ordinary personal notes may be taken during the session.

22. INCLUDE materials and intellectual property

The INCLUDE Framework, methodology, tools, diagnostics, templates, worksheets, action plans, presentations and other original resources remain the intellectual property of INCLUDE Framework.

Your purchase of coaching does not transfer ownership of those intellectual-property rights.

Resources supplied as part of coaching may be used in accordance with the licence accompanying the relevant resource or package.

Unless expressly permitted by that licence, you must not:

  • resell INCLUDE materials;

  • publish them online;

  • distribute them outside the permitted licence;

  • remove INCLUDE branding or attribution;

  • represent the INCLUDE Framework as your own methodology; or

  • reproduce substantial portions of the material for commercial use.

Where a school, trust or organisation requires wider staff use of an INCLUDE resource, an appropriate school or organisational licence may be required.

23. Ending an ongoing coaching engagement

Either party may ask to bring an ongoing coaching arrangement to an end.

Where you end a programme before all services have been delivered, any financial adjustment will depend upon:

  • services already supplied;

  • preparation or work already undertaken;

  • resources already supplied;

  • appointments already committed;

  • the terms of any specific proposal; and

  • any statutory rights applying to you.

Any amount retained or payable will be reasonable and proportionate to the services and losses involved.

INCLUDE may terminate an engagement immediately where there are serious grounds to do so, including unlawful conduct, abusive behaviour, a serious confidentiality breach, fraud or other material breach of the agreement.

Where appropriate, we will first give you a reasonable opportunity to resolve a less serious breach.

24. Events outside reasonable control

Neither party will be responsible for a failure or delay caused by circumstances genuinely outside their reasonable control.

Examples may include significant illness, widespread technology failure, severe disruption to communications or other exceptional events.

Where such circumstances affect a session or programme, the parties will seek to agree a reasonable alternative arrangement.

25. Complaints

If you are unhappy with any aspect of your coaching service, please contact us as soon as reasonably possible so that we have an opportunity to understand and address the issue.

Please provide your name, the service purchased and enough information for us to investigate the matter.

We will seek to resolve complaints fairly and within a reasonable period.

Nothing in this process affects any statutory rights you may have.

26. Relationship with our Terms of Use

These Booking Terms supplement the INCLUDE Framework Terms of Use.

The general Terms of Use continue to apply to matters including:

  • website and account use;

  • payments;

  • intellectual property;

  • product licences;

  • statutory consumer rights;

  • privacy;

  • liability;

  • website availability;

  • complaints; and

  • governing law.

If there is an inconsistency relating specifically to the scope, scheduling, cancellation, confidentiality, delivery or operation of a coaching engagement, these Booking Terms or a more specific written coaching agreement will apply.

27. Governing law

These Booking Terms are governed by the laws of England and Wales.

Where you purchase as a business, school, trust or other organisation, the courts of England and Wales will have jurisdiction unless another written agreement states otherwise.

If you are a consumer, nothing in these Booking Terms removes any mandatory rights you have under applicable consumer law.

28. Contact us

Questions concerning this policy should be directed to:

The INCLUDE Framework

Website: www.includeframework.co.uk

Email: [email protected]