Terms and Conditions

The Calmer Group Ltd trading as Calmer

Contract Of Work

Calmer engages with the client according to the conditions established and agreed during the proposal process. The Client Agreement establishes all service expectations, dates, locations and working conditions of the engagement. Work will commence according to the timeframes agreed when the Client Agreement is signed by both parties.

Any modifications to the contract should be agreed and confirmed in writing by both parties.

Payment Terms

To secure the resources and time of the Calmer team, on receipt of the signed Client Agreement all services require an immediate non-refundable deposit payment:

Service value equal to or less than £1,000 50% Deposit

Service value greater than £1,000 25% Deposit

All bespoke products and training content incur a separate, non-refundable design fee that is payable on receipt of invoice at the same time as the deposit fee when confirming the booking.

Thereafter, invoices will be issued with a 14 day payment term from the date of invoice. The remaining fee for one-off events will be issued 15 days before the event date. Monthly invoices for long term programmes will be issued at the beginning of each contracted month.

Unless specified, the fees quoted do not cover the cost of travel, accommodation, or other out of pocket expenses incurred in connection with the client’s business. Additional expenses may include, but are not limited to, room bookings, printing, hiring of equipment and costs of support services. These costs will be charged in addition to the service fees quoted.

Mileage undertaken on behalf of business for the client will be charged at a rate of 0.45p per mile.

To ensure a smooth delivery of our long-term programmes, the Calmer team will be on hand to answer any questions you may have along the way, report on feedback from all sessions, provide marketing copy and assets to support your internal promotion of the sessions, and be available for meetings for a maximum of two hours per month. A 5% project management fee is added to the total programme cost to cover this service.

The fees agreed are based on an estimate of reasonable time involved in provision of services to the client but are subject to amendment/revision which can only be achieved with the written agreement of both parties.

An optional half hour meeting with a Calmer trainer to review training content before delivery, and an additional half hour debrief meeting post-training if required, is included within the training fee. Meetings that extend beyond these two half hour sessions will be charged to the client.

Any additional consultancy, training courses, specialist workshops, one-to-one sessions, or group sessions can be arranged and included as part of the programme delivery on an ad hoc basis and will be invoiced separately to the original Client Agreement.

As a UK based company all invoices are raised in Sterling (GBP). Any exchange rate fluctuations or bank fees for payments made from outside of the United Kingdom are the client’s responsibility and may be charged accordingly.

Interest at the rate of 2% per month will become payable upon any items outstanding for more than 15 days of their due date of payment.

This being additional to any other means of distress for obtaining payment available to us under normal procedures of law.

Postponement

Any delivery postponed up to 14 days prior to the event that is rebooked at the time of postponement will not levy a cancellation charge. Every other instance will be considered a cancellation and cancellation fees will apply.

Cancellation

We reserve the right to charge for any cancellation or postponement of work on the following basis:

· Where work has already been carried out on instruction from the client and completed in good faith, which for any reason becomes redundant.

· Time allotted by the client to conduct work which then is not utilised by the client due to cancellation or postponement.

· Work cancelled or postponed within 28 days of the delivery deadline.

The cancellation fee is calculated as a percentage of the total fee based on the following periods of notice:

Over 15 days 0% 7 - 14 days 50% 0 – 6 days 100%

Masterclasses & Workplace Training: In Person & Virtual

Calmer is an inclusive Company and as such, requests that Clients advise in advance of any accessibility requirements to ensure equal access to learning and enable all participants to fully engage with events.

Calmer expects all delegates attending Workplace Training sessions to participate. To ensure a psychologically safe, facilitated space, the maximum number of delegates per training course is 16.

For courses which are CPD accredited, participants who attend all sessions will receive CPD certificates. Those who are unable to attend the session(s) in full will not receive a certificate.

For masterclass bookings, pricing may be calculated accordingly if attendee numbers exceed 100 people. The number of attendees can be increased up to 7 days before the event.

Calmer reserves the right to increase the overall cost of the engagement, in proportion to the number of delegates who attend the event.

A decrease in the number of delegates shall not affect the cost of the engagement. Minimum group numbers are 4 for Workplace Training, and Calmer reserves the right to stop the session if numbers fall below this. In line with the Cancellation Policy, the client will be charged the full fee.

To facilitate full group involvement, the same principles apply to virtual training sessions.

1-2-1 Mentoring Services

In addition to the provisions detailed above, the following will apply in respect of the provision of mentoring services:

· Any re-scheduling of mentoring appointments must be made a minimum of 48 hours in advance of the planned appointment, otherwise the full fee for that appointment will be payable.

· Any missed appointments will be charged at the full fee, in addition to any expenses incurred related to the appointment. Expenses may include, but are not limited to room booking charges, travel and mileage expenses.

· If the client is late for mentoring appointments, the time available may be shortened accordingly.

· Any mentoring sessions not taken by the client will not be refunded unless otherwise agreed with the client and/or organisational sponsor.

Events

All Events are subject to the above cancellation and postponement terms. All events will operate according to the parameters and conditions as agreed. In exceptional situations where circumstances are beyond the control of Calmer, if an event is cancelled attendees will be invited to rebook the event or receive a refund of an amount to be agreed, subject to the cost of expenses already incurred.

The organiser cannot be held responsible for travel reservation losses or inconvenience resulting from cancellations.

Replacement Trainers, Consultants and Speakers

Where a specific trainer, consultant or speaker is scheduled to run or attend an appointment, workshop, event, meeting, or course and is unable to fulfil this commitment, Calmer will make every effort to replace them.

The replacement will be a carefully selected and experienced coach/consultant. Where the Calmer team member cannot be replaced, the event will be cancelled or rescheduled and there will be no charge.

Client Complaints Policy

Calmer is dedicated to providing outstanding customer service and maintaining healthy client relationships, at all levels. This Complaints Policy serves to ensure that any complaints are handled as efficiently and effectively as possible.

Process

We aim to resolve any complaints in a respectful and timely manner.

In the first instance, any complaint should be referred to the Client Relationship Manager. Concerns should be made in writing either by email or post. The Client Relationship Manager will acknowledge the complaint within 24 hours and respond to the complaint in full within 5 working days.

If the complainant feels that this has not resolved the matter, they may refer to the Directors of The Calmer Group Ltd. A written email or letter should be submitted which will be acknowledged within 24 hours of receipt and investigated as soon as possible. Following review of the issue, a full reply will be sent within 10 working days. Any directors involved in the initial relationship with the client will not be included in this part of the discussion.

Should further escalation be required, in the final instance, the Shareholders of The Calmer Group Ltd will undertake a full investigation. Such an investigation should only be required in extreme circumstances and will be instigated by a written email or letter from the complainant. Receipt of such communication will be acknowledged within 24 hours and following a full investigation, a reply will be sent to the complainant within 30 working days.

Aims

We treat each compliant on a case by case basis, and our goal is to:

Provide an efficient and fair structure for complaints
Provide our clients with access to the complaints handling process
Keep clients informed on the progress of their complaint and expected timeframe for resolution
Resolve the complaint within as short a timeframe as possible
Review our complaints policy annually, to ensure a high quality standard of client service

Support Contact

If a client is unsure of how to escalate a complaint in the first instance, they can get in touch with our Operations and Communications Manager, who will refer them accordingly.

Email: karen@thisiscalmer.com

Address: The Calmer Group Ltd, Arquen House, 4-6 Spicer Street, St Albans, AL3 4PQ

Data Use

All information gained during an assignment regarding the business activity of the client will be treated in strictest confidence and in line with current GDPR legislation and relevant UK legislation.

Please click on this link to view our current Privacy Policy.

Limits of Liability

Calmer will not be liable for any loss (except for death or personal injury) over and above £10m arising out of or in connection with this or any other engagement under the same Terms of Business being handled by Calmer, in contract, tort, by statute or otherwise.

Calmer has full Public Liability Insurance and Professional Indemnity Insurance. Copies of the Insurance Certificates can be provided on request.

Jurisdiction

These terms of business are governed and construed in accordance with English law and it is hereby agreed to submit any dispute which arises in connection with them to the exclusive jurisdiction of the English courts.

Contact Us

Email: karen@thisiscalmer.com
Call: 07956 659 237