TERMS AND CONDITIONS
For consumers and business customers
These Terms and Conditions apply to products and services supplied by When The Adults Change Ltd, company number 13234344, whose registered office is at 18 Hunters Close, Bovingdon, Hemel Hempstead, England, HP3 0NF, VAT number 375277074 (When The Adults Change, we, us or our).
They apply both to Consumers purchasing through our Website and to Business Customers, including schools, academy trusts, colleges, local authorities, charities, companies and individuals purchasing mainly for professional purposes.
Please read these Terms carefully before placing a Website Order or accepting a Quote. Nothing in these Terms excludes or restricts any statutory right or remedy that cannot lawfully be excluded or restricted.
You may also view our Privacy Policy here.
1. Definitions
Agreement means the legally binding agreement between the Client and When The Adults Change, comprising the accepted Quote or confirmed Website Order, these Terms and any document expressly incorporated by reference.
Authorised Users means the individuals, staff members, delegates, school, organisation, site or other permitted group identified in the Quote or otherwise approved by us in writing.
Business Customer means a person or organisation purchasing Products or Services wholly or mainly for purposes relating to its trade, business, craft or profession, including a school, academy trust, college, local authority, charity or company.
Client, you or your means the Consumer or Business Customer entering into the Agreement and, where the context requires, its Authorised Users.
Consumer means an individual acting for purposes wholly or mainly outside that individual's trade, business, craft or profession.
Digital Content means online courses, recorded training, videos, audio, downloadable resources, presentation materials and other digital materials supplied as part of the Products or Services.
Fees means all charges, expenses, VAT and other sums payable under the Agreement.
Products means books, workbooks, printed resources and any other physical goods identified in the Quote.
Quote means our quotation, proposal, order form, booking confirmation or agreement describing the Products and/or Services to be supplied and the applicable commercial terms.
Services means the services identified in the Quote, including online courses, Press Play INSET, consultancy, training, workshops, keynotes, speaking engagements and related services.
Terms means these Terms and Conditions, as incorporated into the Agreement.
Website means our website at www.WhenTheAdultsChange.com, on which these Terms, our Privacy Policy and other policies referred to in the Agreement are published.
Website Order means an order placed through www.WhenTheAdultsChange.com for Products and/or Services.
2. Website Orders, Quotes and formation of the Agreement
2.1 A Quote is an offer by When The Adults Change to supply the Products and/or Services described in it, subject to any stated expiry date and these Terms.
2.2 A Business Customer accepts a Quote, and a legally binding Agreement is formed, when it signs or electronically approves the Quote or otherwise communicates its express acceptance to us in writing. Acceptance of the Quote also constitutes acceptance of these Terms, which remain available on our Website and form part of the Agreement. The person accepting the Quote confirms that they have authority to bind the Business Customer and confirms that they have had a reasonable opportunity to read these Terms before accepting.
2.3 Once a Business Customer has accepted a Quote, it may not withdraw from, cancel or vary the Agreement except as expressly permitted by these Terms or agreed by us in writing. Failure to pay an invoice does not cancel or invalidate an accepted Quote; the Business Customer remains liable for all Fees properly due.
2.4 A Website Order is an offer by the Client to purchase the Products and/or Services in its basket. Before submitting a Website Order, the Client must confirm, by ticking a box or clicking to agree, that it has read and accepts these Terms; a Website Order cannot be completed without that confirmation. An automated acknowledgement of receipt is not acceptance. We accept the Website Order, and the Agreement is formed, when we send an order confirmation. We may reject or cancel a Website Order before acceptance, including where a Product is unavailable, a price or description is materially incorrect, payment is not authorised or delivery or access cannot reasonably be provided.
2.5 A Consumer's statutory right to cancel a distance contract, where applicable, is set out in clause 9. Contract formation does not remove that right.
2.6 Each accepted Quote or confirmed Website Order forms a separate Agreement unless expressly stated otherwise.
2.7 If there is a conflict, the following order of precedence applies: (a) special terms expressly stated in an accepted Quote or order confirmation; (b) the remaining provisions of that Quote or order confirmation; and (c) these Terms. A purchase order or other document issued by a Business Customer does not amend the Agreement unless we expressly agree in writing.
2.8 Any estimate, availability indication or provisional date given before the Agreement is formed is not binding unless included or confirmed in the Agreement.
2.9 These Terms may be updated from time to time and the current version will be published on the Website. The version of these Terms in force at the date the Quote is accepted or the Website Order is placed applies to that Agreement, and a later update does not vary an Agreement already formed unless we and the Client agree otherwise in writing. We will retain a dated copy of the version of these Terms accepted for each Agreement.
3. Our obligations
3.1 We will supply the Services with reasonable care and skill and will use reasonable endeavours to supply the Products and Services in accordance with the Agreement.
3.2 Dates and times are binding only where the Quote expressly identifies them as fixed. Otherwise they are estimates, and time is not of the essence.
3.3 We may make reasonable changes to content, materials, delivery methods, trainers or speakers where necessary, provided that the overall nature and standard of the Products or Services are not materially reduced.
3.4 Educational and professional-development content is supplied for general learning and organisational development. We do not guarantee a particular educational, behavioural, commercial, inspection, qualification or employment outcome.
4. Client responsibilities
4.1 The Client must provide, in a timely manner, accurate information, decisions, access, facilities, delegate details and cooperation reasonably required for us to perform the Agreement.
4.2 The Client is responsible for checking that the Products and Services described in the Quote meet its requirements before acceptance and for ensuring that Authorised Users comply with the Agreement.
4.3 For on-site or Client-hosted Services, the Client must provide a safe, suitable and accessible venue; suitable presentation and audio-visual equipment where agreed; and any safeguarding, security or site information reasonably required in advance.
4.4 The Client must not behave, or permit its personnel or delegates to behave, in an abusive, threatening, discriminatory, unsafe or seriously disruptive manner towards our personnel or other participants. We may pause or end the affected Service where reasonably necessary to protect people or property, without refund where the Client is responsible for the circumstances.
4.5 We are not responsible for delay, additional cost or reduced performance caused by the Client's failure to comply with this clause. We may adjust dates and charge reasonable additional costs resulting from that failure after notifying the Client.
5. Fees, VAT and payment
5.1 The Client must pay the Fees stated in the accepted Quote, order confirmation or Website checkout. Prices displayed to Consumers include VAT and other compulsory taxes. Delivery charges and any optional additional costs will be shown before the Consumer places the Website Order. Prices quoted to Business Customers are exclusive of VAT unless expressly stated otherwise, and agreed delivery, travel, accommodation, taxes or duties may be added.
5.2 Payment is due on the date stated in the Quote or invoice. If neither states a due date, payment is due within 30 calendar days of the invoice date.
5.3 A Business Customer must pay all undisputed invoices in full without set-off, counterclaim, deduction or withholding, except where required by law. If it disputes an invoice, it must notify us promptly, explain the basis of the dispute and pay any undisputed amount by the due date.
5.4 If a Business Customer's payment is overdue, we may charge interest and claim compensation and recovery costs to the extent permitted by the Late Payment of Commercial Debts (Interest) Act 1998. We may also suspend delivery or access on written notice until overdue sums are paid.
5.5 Suspension for non-payment does not extend any booked date or licence period unless we agree otherwise in writing, and does not affect the Client's obligation to pay.
6. Online Services and licence periods
6.1 Subject to payment and compliance with the Agreement, we grant the Client a limited, non-exclusive, non-transferable and non-sublicensable licence for its Authorised Users to access and use the relevant Digital Content for the Client's internal educational and professional-development purposes during the applicable licence period.
6.2 Unless the accepted Quote expressly states a different period: (a) Press Play INSET access is licensed for 14 consecutive calendar days from the agreed activation date; and (b) online course access is licensed for 12 months from the agreed activation date.
6.3 Any exception to those default periods is valid only if expressly stated in the accepted Quote or approved by When The Adults Change in writing.
6.4 The licence begins on the activation date stated in the Quote or otherwise agreed in writing. Where no activation date has been agreed, it begins when we first make access available. A delay or failure by the Client or an Authorised User to log in, enrol, view or complete the content does not pause or extend the licence period.
6.5 Access is restricted to the Authorised Users, organisation, site and/or number of licences stated in the Quote. Login credentials and access links are personal to the relevant Authorised User and must not be shared outside the licensed group.
6.6 The Client is responsible for providing compatible equipment, software and internet connectivity. We do not guarantee uninterrupted access, but will use reasonable endeavours to address material platform issues within our reasonable control.
6.7 At the end of the licence period, access ends automatically. Any extension, renewal, transfer or additional user access is subject to our written approval and may incur additional Fees.
6.8 Digital Content supplied to Consumers must be of satisfactory quality, fit for a particular purpose made known to us where the law requires, and as described. Nothing in these Terms limits a Consumer's statutory remedies where Digital Content does not conform to the Agreement.
7. Training, keynotes and events
7.1 Dates, locations, timings, audience limits, format, speaker or trainer, equipment responsibilities and expenses are as stated in the Quote.
7.2 The Client must promptly notify us of any material change to the venue, format, audience size, timing, safeguarding requirements or technical arrangements. A change is not agreed unless we confirm it in writing, and may result in revised Fees or expenses.
7.3 Unless expressly permitted in the Quote, the Client must not record, livestream, broadcast or otherwise capture a training session, keynote or event. Photographs and short promotional clips require the prior consent of the speaker or trainer and must not reproduce substantive protected content.
7.4 Where illness, travel disruption or another circumstance outside our reasonable control affects a named trainer or speaker, we may offer a suitable substitute, remote delivery or an alternative date. If no reasonable alternative can be provided, our liability is limited as set out in clause 14.
8. Books and physical materials
8.1 Product descriptions and quantities are as stated in the Quote. Images, dimensions and colours shown online are illustrative and may vary slightly where this does not materially affect the Product.
8.2 We will deliver Products to the address provided by the Client. Unless a different period is agreed, Products ordered by a Consumer will be delivered without undue delay and no later than 30 days after the Agreement is formed. Other delivery dates are estimates unless expressly guaranteed. The Client must provide accurate delivery information and reasonable access, and may be charged reasonable redelivery costs where delivery fails because of information or access for which the Client is responsible.
8.3 For a Consumer, risk passes when the Consumer or a person identified by the Consumer takes physical possession of the Products. For a Business Customer, risk passes on delivery. Title passes only when we receive full payment for the relevant Products.
8.4 A Business Customer must inspect Products promptly and notify us within five business days of delivery of any visible shortage, damage or incorrect item, with reasonable supporting evidence.
8.5 Products supplied to Consumers must be as described, of satisfactory quality and fit for any particular purpose made known to us where the law requires. Consumer remedies for faulty Products are not limited by the five-business-day period in clause 8.4 or by any other provision of these Terms.
8.6 Subject to a Consumer's statutory rights, we may repair or replace defective Products or provide an appropriate price reduction, refund or credit. Business Customer returns require our prior written agreement unless the Products are defective or a right that cannot lawfully be excluded applies.
9. Cancellation, returns and changes requested by the Client
9.1 Consumer right to cancel. If a Consumer enters into an Agreement online, by telephone or by email, the Consumer normally has a legal right to cancel without giving a reason during the cancellation period described below, subject to the exceptions in this clause.
9.2 Products. For books and other physical Products, the cancellation period ends 14 days after the day on which the Consumer, or a person nominated by the Consumer, receives the Products. Where one order is delivered in separate instalments, the period ends 14 days after receipt of the last instalment.
9.3 Returning Products. The Consumer must tell us of the cancellation within the cancellation period and return the Products within 14 days after doing so. Unless the Products are faulty or we agree otherwise, the Consumer is responsible for the direct cost of return. The Consumer must take reasonable care of the Products and may be responsible for any reduction in value caused by handling beyond what is necessary to establish their nature, characteristics and functioning.
9.4 Refunds for Products. We will refund the price and the cost of our least expensive standard delivery option. We may withhold the refund until we receive the returned Products or the Consumer supplies evidence of return, whichever occurs first. We will make the refund within 14 days after that event, using the original payment method unless agreed otherwise.
9.5 Digital Content and online courses. The cancellation period normally ends 14 days after the Agreement is formed. If the Consumer expressly requests immediate access before that period ends and acknowledges that the right to cancel will be lost once supply begins, the right to cancel ends when access to the Digital Content begins. If we do not obtain the required express consent and acknowledgement, the Consumer retains the rights provided by law.
9.6 Services. For a Service that is not Digital Content, the cancellation period normally ends 14 days after the Agreement is formed. If the Consumer expressly asks us to begin during that period and then cancels before the Service is fully performed, the Consumer must pay a proportionate amount for the Service supplied up to cancellation. The right to cancel is lost once the Service has been fully performed where the Consumer expressly requested early performance and acknowledged that consequence.
9.7 How a Consumer cancels. The Consumer may cancel by sending a clear statement to hello@WhenTheAdultsChange.com or to any of our employees’ email addresses associated with the order.
9.8 Exceptions. The statutory right to change one's mind does not apply where an exception in law applies, including to Products made to the Consumer's specifications or clearly personalised. This does not affect rights where a Product, Service or Digital Content is faulty, misdescribed or otherwise does not conform to the Agreement.
9.9 Business Customers. A Business Customer has no automatic right to cancel or reschedule an accepted Quote. Any request must be made in writing and takes effect only if we agree in writing. If we agree, the Business Customer must pay Fees for Products or Services already supplied, non-refundable or committed third-party costs and expenses, and our reasonable net losses arising directly from the change, after credit for costs reasonably avoided and amounts reasonably recovered by reallocating reserved capacity.
9.10 If a Business Quote contains a specific cancellation or rescheduling schedule, that schedule applies instead of clause 9.9 to the extent of any conflict. A Business Customer's cancellation, non-attendance, failure to provide delegate details or failure to use activated access does not itself release it from payment obligations.
10. Cancellation or changes by When The Adults Change
10.1 We may cancel, postpone or materially change a Service where reasonably necessary because of illness, insufficient availability, venue or platform failure, safety concerns or circumstances outside our reasonable control.
10.2 We will notify the Client as soon as reasonably practicable and may offer replacement personnel, remote delivery, a reasonable alternative date, replacement access or a credit against a future Service.
10.3 If we cancel a Service and cannot offer a reasonable alternative, we will refund Fees paid for the cancelled part. We are not responsible for the Client's indirect losses or its travel, accommodation, staffing or other arrangements, subject to clause 14 and except where liability cannot lawfully be excluded.
11. Intellectual property and permitted use
11.1 All intellectual property rights in the Products, Services, Digital Content, course materials, resources, presentations, recordings, methods, brands and materials supplied by or on behalf of When The Adults Change remain owned by us or our licensors. No ownership transfers to the Client.
11.2 Except to the limited extent expressly permitted by the Agreement, the Client and Authorised Users must not copy, record, reproduce, modify, translate, publish, upload, broadcast, distribute, sell, sublicense, share or make available any protected content; remove proprietary notices; allow access by unlicensed persons; or use the content to create, deliver or support another commercial course, training product or service.
11.3 Authorised Users may use expressly downloadable resources for the Client's internal, non-commercial educational purposes during the licence period, subject to any restrictions shown on the resource or in the Quote.
11.4 The Client must promptly notify us of suspected unauthorised use. A material breach of this clause entitles us to suspend access immediately and, if the breach is not capable of remedy or is not remedied promptly following notice, terminate the affected Agreement without refund, without prejudice to our other rights.
12. Third-party platforms and data protection
12.1 Certain Services are delivered or administered using third-party service providers and platforms, which may include Thinkific, HubSpot, video-hosting, payment, webinar and communications services.
12.2 The Client must provide the information reasonably required to create accounts, enrol users, authenticate access, process orders and deliver the Services. A Business Customer providing information about Authorised Users confirms that it is authorised to do so and will give those individuals any privacy information it is required to provide.
12.3 We will process personal data in accordance with applicable data protection law and our Privacy Policy, available on our Website. The Privacy Policy explains the purposes of processing, lawful bases, retention and the categories of recipients or service providers involved.
12.4 Authorised Users may be required to accept a platform provider's applicable user terms or privacy information. We are not responsible for an outage or act of a third-party platform outside our reasonable control, but will use reasonable endeavours to support access or provide a proportionate alternative where appropriate.
13. Confidentiality
13.1 Each party must keep confidential all non-public commercial, financial, operational, technical and personal information disclosed by the other party and use it only to perform or receive the Agreement.
13.2 A party may disclose confidential information to its personnel, professional advisers, insurers and service providers who need it for the Agreement and are subject to appropriate confidentiality obligations, or where disclosure is required by law, a court or a competent authority.
13.3 This clause does not apply to information that is lawfully public, already lawfully known to the receiving party, independently developed without use of the confidential information or lawfully received from a third party without restriction.
13.4 This clause survives termination of the Agreement.
14. Liability
14.1 Nothing in the Agreement excludes or limits liability for death or personal injury caused by negligence; fraud or fraudulent misrepresentation; breach of any obligation as to title that cannot lawfully be excluded; or any other liability that cannot lawfully be excluded or limited.
14.2 Consumers. If we fail to comply with the Agreement, we are responsible for loss or damage a Consumer suffers that is a foreseeable result of our breach or failure to use reasonable care and skill. We are not responsible for loss that was not foreseeable. Nothing in these Terms limits the Consumer's statutory rights.
14.3 We supply Products and Services to Consumers only for private use. We are not liable to a Consumer for business losses, including loss of profit, revenue, business opportunity, anticipated savings, goodwill or reputation, arising from use for a trade, business, craft or profession.
14.4 Business Customers. Subject to clause 14.1, neither party is liable to the other for loss of profit, revenue, anticipated savings, business opportunity, goodwill or reputation or for any indirect or consequential loss arising out of or in connection with the Agreement.
14.5 Subject to clauses 14.1 and 14.4, our total aggregate liability to a Business Customer arising out of or in connection with an Agreement, whether in contract, tort (including negligence), breach of statutory duty or otherwise, is limited to 100% of the Fees paid or payable under the affected Agreement.
14.6 We are not liable for the Client's decisions, policies, practices or outcomes resulting from its interpretation or application of the content, except to the extent caused by our breach of the Agreement or negligence.
14.7 Each party must take reasonable steps to mitigate any loss for which it seeks to recover from the other. Every limitation in this clause applies only to the extent permitted by law.
15. Suspension and termination
15.1 Either party may terminate an Agreement by written notice if the other party commits a material breach that is capable of remedy and fails to remedy it within 14 days after written notice requiring it to do so, or commits a material breach that is not capable of remedy.
15.2 We may suspend access or performance immediately where reasonably necessary because of overdue payment, a serious security or intellectual-property breach, unlawful use or a serious risk to people, property, systems or reputation. Where appropriate, we will give the Client an opportunity to remedy the issue.
15.3 Either party may terminate immediately if the other becomes insolvent, enters administration or liquidation, ceases or threatens to cease business or is subject to an analogous event, except for a solvent restructuring.
15.4 On expiry or termination: (a) all outstanding Fees for Products and Services supplied or properly chargeable become due, subject to a Consumer's statutory cancellation and refund rights; (b) the Client's access rights end; and (c) provisions intended to survive, including payment, intellectual property, confidentiality, liability and general provisions, continue in force.
15.5 Termination does not affect rights, remedies or liabilities accrued before termination.
16. Events outside reasonable control
16.1 Neither party is liable for delay or failure caused by an event beyond its reasonable control, including severe weather, natural disaster, epidemic, terrorism, civil disorder, industrial dispute, government action, utility or telecommunications failure, transport disruption, venue closure or serious illness of essential personnel.
16.2 The affected party must notify the other as soon as reasonably practicable and use reasonable endeavours to reduce the effect. Obligations are suspended only to the extent and for the period affected.
16.3 If the event prevents a material part of the Agreement for more than 60 days, either party may terminate the affected part on written notice. A Business Customer remains liable for Products and Services already supplied and non-refundable costs reasonably incurred before termination. A Consumer remains liable only to the extent permitted by law.
17. General
17.1 Entire agreement. For Business Customers, the Agreement is the entire agreement between the parties concerning its subject matter and supersedes previous discussions, proposals and arrangements. Each party acknowledges that it has not relied on a statement not set out in the Agreement, but nothing excludes liability for fraud or fraudulent misrepresentation. This clause does not exclude or restrict rights a Consumer has in relation to statements made about the Products or Services where the law treats those statements as part of the Agreement.
17.2 Variation. A variation is effective only if agreed in writing by authorised representatives of both parties. This does not affect our right to update these Terms generally as described in clause 2.9, which applies only to future Agreements.
17.3 Assignment and subcontracting. The Client may not assign or transfer the Agreement without our prior written consent. We may subcontract performance while remaining responsible for our obligations, and may assign the Agreement as part of a genuine sale, transfer or reorganisation of our business on written notice to the Client.
17.4 No partnership or agency. Nothing in the Agreement creates a partnership, joint venture, employment or agency relationship between the parties.
17.5 Third-party rights. A person who is not a party to the Agreement has no right to enforce it under the Contracts (Rights of Third Parties) Act 1999.
17.6 Waiver. A delay or failure to exercise a right is not a waiver of that right. A waiver is effective only if given in writing and only for the specific circumstances stated.
17.7 Severance. If a provision is invalid or unenforceable, it will be modified to the minimum extent necessary to make it valid and enforceable, or deleted if modification is not possible. The remaining provisions continue in force.
17.8 Communications. Contractual communications must be sent by email to the addresses stated in the Quote or, for communications to When The Adults Change, to hello@WhenTheAdultsChange.com. A party must notify the other promptly if its contact details change.
18. Governing law and jurisdiction
18.1 The Agreement and any non-contractual dispute or claim arising from it are governed by the laws of England and Wales.
18.2 The courts of England and Wales have exclusive jurisdiction to settle any dispute or claim arising out of or in connection with the Agreement.
19. Contact
When The Adults Change Ltd
18 Hunters Close
Bovingdon
Hemel Hempstead
England
HP3 0NF
Email: hello@WhenTheAdultsChange.com
Website: www.WhenTheAdultsChange.com
Version 2.0 | August 2026