Booking Terms for Consumers

1. Who We Are

1.1 We are Innovective Ltd ("Innovective", "we", "us"), a company registered in England and Wales. Our registered office is Forma House, 40 Bowling Green Lane, London EC1R 0NE, United Kingdom.

1.2 You can contact us by email at [email protected], or by writing to us at our registered office. If we need to contact you, we will use the email address you gave when you booked.

2. The Service

2.1 Each kind of session we offer is described on our booking page, with its length, where it takes place (online by Google Meet unless the page gives a location) and its price. The session you book is the one described there when you made your booking request.

2.2 Booking works in three steps:

• you choose a time and send a booking request — this does not commit you to anything;
• we confirm the booking, or decline it, and if the session has a price we send you a link to pay; and
• the contract between us is made when your payment goes through (or, for a free session, when we confirm it). We then email you a confirmation and a calendar invitation.

2.3 A confirmed booking that isn't paid by the deadline we give you lapses, and the time is released. Nothing is owed.

3. Price and Payment

3.1 The price shown on the booking page and in our emails is the total price of the session. We are not registered for VAT, so no VAT is added, and there are no other charges.

3.2 You pay in full, in advance, by card through our payment provider, Stripe. We never see or store your card details.

4. Your Right to Cancel Within 14 Days

4.1 You have the right to cancel this contract within 14 days without giving any reason. The cancellation period ends 14 days after the day the contract is made (the day you pay).

4.2 To cancel, you must tell us of your decision by a clear statement. You can:

• use the cancel button on your booking page (the link is in your confirmation email), or on the booking's page in our client portal;
• email us at [email protected]; or
• write to us at Innovective Ltd, Forma House, 40 Bowling Green Lane, London EC1R 0NE, United Kingdom.

4.3 You may use the model cancellation form below, but you don't have to. To meet the deadline it is enough to send your notice before the cancellation period has ended.

4.4 Sessions within the 14 days. If the session you book takes place within 14 days of paying, we can only deliver it if you expressly ask us to start within the cancellation period. You make that request, and acknowledge what it means, by ticking the box on the payment page. You can still cancel up until the session starts and be refunded in full. Once the session has been fully delivered, you lose the right to cancel.

4.5 A session can't be cancelled once it has started.

5. Cancelling After the Cancellation Period

5.1 After the 14-day cancellation period has ended, you can still cancel a session in the same ways as in section 4.2:

• with at least 48 hours' notice before the session starts, we refund you in full;
• with less than 48 hours' notice, or if you don't attend, there is no refund, because we will usually be unable to offer the time to anyone else.

5.2 Your notice counts from the moment it reaches us — the moment you press cancel, or the time your email or letter arrives.

6. If We Cancel

6.1 We may need to cancel a session, for example if the person running it is ill. If we do, we will tell you as soon as we can and refund you in full. You are welcome to book another time.

7. Refunds

7.1 When a refund is due, we refund you without undue delay and in any event within 14 days of the day we are told of your cancellation, or the day we cancel.

7.2 We refund you using the same means of payment you paid with, unless you expressly agree otherwise. You will not be charged any fee for the refund. How long the money takes to reach your account after we send it depends on your card issuer.

8. Our Service and Your Statutory Rights

8.1 We will provide the session with reasonable care and skill, as the Consumer Rights Act 2015 requires, and as described on our booking page. What we tell you about the session before you book, and what we write in our emails, forms part of the contract.

8.2 If the session isn't provided with reasonable care and skill, or as described, tell us. You are entitled to ask us to put it right (for example by running the session again) or, where that isn't possible or isn't done within a reasonable time and without significant inconvenience to you, to a price reduction, which may be a full refund.

8.3 For more detailed information about your rights, contact Citizens Advice (citizensadvice.org.uk). Nothing in these terms limits or excludes your statutory rights.

9. Our Responsibility for Loss

9.1 If we break these terms or fail to use reasonable care and skill, we are responsible for loss or damage you suffer that is a foreseeable result of that. Loss or damage is foreseeable if it is obvious that it will happen, or if, when the contract was made, both of us knew it might happen.

9.2 We do not exclude or limit our liability where it would be unlawful to do so, including for death or personal injury caused by our negligence, for fraud or fraudulent misrepresentation, or for breach of your rights under the Consumer Rights Act 2015.

9.3 We provide sessions for private use only. We are not liable to you for any loss of profit, loss of business, business interruption or loss of business opportunity.

10. Your Information

10.1 We use the details you give when you book to arrange, deliver and account for your session, as described in our Privacy Policy.

11. Complaints and the Law

11.1 If you are unhappy with anything we have done, please email us at [email protected] and we will try to put it right.

11.2 These terms are governed by the law of England and Wales, and you can bring legal proceedings in the courts of England and Wales. If you live in Scotland or Northern Ireland, you can also bring proceedings in your local courts, and the mandatory consumer protections of the law where you live still apply.

11.3 The version of these terms that applies to your booking is the one in force when you paid. We record which version that was against your booking.

Model Cancellation Form

(Complete and return this form only if you wish to cancel the contract. Your booking confirmation email includes a copy with your booking's details filled in.)

• To Innovective Ltd, Forma House, 40 Bowling Green Lane, London EC1R 0NE, United Kingdom, [email protected]:
• I hereby give notice that I cancel my contract for the supply of the following service:
• Ordered on:
• Name of consumer:
• Address of consumer:
• Signature of consumer (only if this form is notified on paper):
• Date: