Designing Customer Experiences with Soul — Practitioner’s Lab
Terms and Conditions
Last updated: 21st September 2026
These Terms and Conditions apply to organisations and groups booking a dedicated Small Teams Edition of the Designing Customer Experiences with Soul Practitioner’s Lab. The organisation or individual making the booking and responsible for payment is referred to as the ‘Client’. The individuals attending the programme are referred to as ‘Participants’.
1. Programme Format
The Practitioner’s Lab is a live online programme delivered via Google Meet in a small-group format.
The programme consists of:
- Three live online sessions
- Supporting frameworks and materials
- A private 45-minute 1:1 strategy session for each Participant
Group size, session dates and times will be agreed with the Client. Dates and times may be subject to reasonable adjustment where necessary.
The 1:1 sessions must be booked within 30 days of the final live session.
Participants are responsible for ensuring they have a stable internet connection and the necessary hardware (camera/microphone) to participate.
2. Payment
The Small Teams Edition is booked and paid for as a group programme rather than as individual Participant places. The agreed programme fee covers the number of Participants specified at the time of booking.
Payment terms will be agreed with the Client at the time of booking. Full payment is required in advance. The programme booking is confirmed once the agreed payment or deposit has been received.
The agreed programme fee is not reduced if fewer Participants ultimately attend than the number specified at the time of booking.
3. Refund Policy
Organisational Cancellation
The Small Teams Edition is booked as a dedicated programme for your organisation or group, rather than as a series of individual Participant places.
If you need to cancel your booking, please notify us in writing as soon as possible.
Cancellations made more than 30 days before the first scheduled session are eligible for a full refund, less any non-refundable payment processing fees.
Cancellations made between 15 and 30 days before the first scheduled session are eligible for a 50% refund.
Cancellations made fewer than 15 days before the first scheduled session are non-refundable.
Where possible, and subject to availability, we may agree to reschedule the Practitioner’s Lab to alternative dates rather than cancel the programme. Any rescheduling arrangements will be agreed directly with the Client.
Once the Practitioner’s Lab has begun, the programme fee is non-refundable.
Participant Substitutions
We understand that circumstances may change between booking the Practitioner’s Lab and the start of the programme.
The Client may substitute a registered Participant with another person from the same organisation or group at no additional charge, provided that Holonomics is notified before the first scheduled session.
Once the Practitioner’s Lab has begun, Participant substitutions are not normally permitted. This is because the three sessions form a connected learning journey, with each session building on the work and discussions of the previous sessions. Any exceptional substitution after the programme has begun will therefore be at the discretion of Holonomics.
If an individual Participant is unable to attend some or all of the programme, this does not constitute cancellation of the Client’s booking and does not entitle the Client or Participant to a full or partial refund of the programme fee.
Requests should be made via email.
4. Changes or Cancellation by the Organiser
In the unlikely event that the programme must be postponed or cancelled, Clients will be offered either:
- A full refund, or
- A transfer to a future cohort
We reserve the right to make reasonable changes to programme content, session structure or scheduling where necessary, prior to full postponements or cancellations.
5. Attendance and Participation
This programme is designed as a live, interactive working environment.
Participants are encouraged to attend all sessions and actively engage in discussions and exercises to gain maximum value from the experience.
Sessions are intentionally not recorded. This helps create a more open, focused and confidential working environment where Participants can discuss real organisational challenges more freely.
For those Participants not able to attend a particular session, all course teaching materials will still be made available.
Each Participant is responsible for booking and attending their individual 1:1 strategy session within the period specified above. Individual sessions may be rescheduled with at least 24 hours’ notice, subject to availability. Sessions cancelled with less than 24 hours’ notice, or missed without notice, may be considered forfeited and are not refundable.
6. Confidentiality
To support open and meaningful discussion, the Practitioner’s Lab is designed as a confidential working environment in which Participants may discuss real organisational challenges, experiences and commercially sensitive information.
Holonomics will treat confidential information shared by the Client or Participants during the programme as confidential and will not disclose it outside the Practitioner’s Lab without permission, except where disclosure is required by law.
Participants are likewise expected to respect the confidentiality of discussions, examples and organisational information shared by other Participants.
Sessions are intentionally not recorded in order to maintain a focused and trusted working environment.
Individual 1:1 strategy sessions are confidential between the Participant and Simon Robinson. The content of these sessions will not be shared with the Client or other Participants without the Participant’s permission, except where disclosure is required by law.
7. Intellectual Property
All course materials, frameworks, canvases and supporting content remain the intellectual property of the programme creators unless otherwise stated.
Participants may apply the frameworks and tools within their own professional work and organisational context. Course materials, frameworks, canvases and supporting content may not be reproduced, adapted for training purposes, distributed, published or resold without prior written permission.
8. Appropriate Conduct
We aim to create a professional, respectful and constructive learning environment.
We reserve the right to remove Participants whose behaviour is disruptive, inappropriate or harmful to the experience of others. In such cases, refunds will not be provided.
9. Contact
For questions regarding registration, transfers, organisational bookings or programme details, please contact the course team.
Privacy Policy
Last updated: 21st September 2026
This Privacy Policy explains how we collect, use and protect your information in relation to the Practitioner’s Lab and associated communications.
1. Information We Collect
When a Client books a Practitioner’s Lab, nominates Participants, or contacts us about the programme, we may collect information such as:
- Names and email addresses of the Client and Participants
- Organisation or company name
- Payment and transaction information relating to the Client
- Information required to administer the programme and schedule individual 1:1 sessions
- Any information voluntarily provided by the Client or Participants in communications or registration forms
Participant information may be provided directly by the Participant or by the Client organisation for the purpose of administering the Practitioner’s Lab.
Payment information is processed securely through third-party payment providers and is not stored directly by us.
2. How We Use Your Information
We use your information to:
- Manage registrations and programme participation
- Send course-related communications and updates
- Schedule sessions and 1:1 meetings
- Respond to enquiries and support requests
- Improve future cohorts and programme delivery
We may send Participants information necessary for their participation in the Practitioner’s Lab. Where permitted and where appropriate consent has been obtained, we may also send information about future programmes, events, publications or related offerings. Recipients may unsubscribe from marketing communications at any time.
3. Confidentiality and Session Participation
The Practitioner’s Lab is designed as a confidential, live working environment.
Sessions are intentionally not recorded in order to support open discussion and participant privacy.
Participants are expected to respect the confidentiality of discussions and organisational examples shared during sessions.
4. Sharing of Information
We do not sell, rent, or trade your personal information.
Your information may be shared only where necessary to support programme operations, such as:
- Payment processing providers
- Scheduling or communication platforms
- Online meeting platforms (e.g. Google)
These providers are responsible for managing data according to their own privacy and security policies.
5. Data Security
We take reasonable steps to protect personal information from unauthorised access, misuse or disclosure.
However, no online platform or electronic transmission can be guaranteed to be completely secure.
6. Data Retention
We retain information only for as long as reasonably necessary to administer the programme, maintain business records, or comply with legal obligations.
7. Your Rights
You may request to:
- Access the personal information we hold about you
- Correct inaccurate information
- Request deletion of your information
- Unsubscribe from communications at any time
To make a request, please contact us.
8. External Services
Our website and programme may use third-party services including payment processors, scheduling systems, and video conferencing platforms.
We are not responsible for the privacy practices of external services or websites.
9. Contact
For questions regarding bookings, Participant substitutions, scheduling or programme details, please contact the course team.
Disclaimer
The Practitioner’s Lab is an educational and professional development programme designed to support strategic thinking, customer experience transformation and organisational reflection.
While the frameworks, tools, and guidance provided are intended to support practical application, outcomes will vary depending on each participant’s context, organisation, implementation approach and decision-making environment.
Holonomics does not assume responsibility for organisational decisions or implementation arising from the programme.
Participants remain responsible for how they interpret and apply any ideas, frameworks or recommendations within their own organisations or professional practice.
Examples and discussions shared during sessions are provided for educational purposes only.
The Practitioner’s Lab is designed to encourage thoughtful application, reflection and experimentation within real organisational contexts.