Designing Customer Experiences with Soul — Practitioner’s Lab

Terms and Conditions

By registering for the Practitioner’s Lab, you agree to the following terms and conditions.

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

Session dates and times are published in advance and may be subject to reasonable adjustment where necessary.

The 1:1 sessions must be booked within 30th 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

Full payment is required in advance to secure your place.

Places are limited and registration is confirmed only once payment has been received.

3. Refund Policy

Because places are limited and reserved in advance, the following refund policy applies:

  • Cancellations made 14 days or more before the programme start date are eligible for a full refund.
  • Cancellations made 7–13 days before the programme start date are eligible for a 50% refund.
  • Cancellations made less than 7 days before the programme start date are non-refundable.

If you are unable to attend, you may request to transfer your place to a future cohort, subject to availability and reasonable notice.

Requests should be made via email.

4. Participant Transfers

If you are unable to attend after registering, you may transfer your place to another person within your organisation or network, provided you notify us before the programme begins.

5. Changes or Cancellation by the Organiser

In the unlikely event that the programme must be postponed or cancelled, participants 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.

We reserve the right to postpone or cancel a cohort if the minimum number of participants required to ensure a high-quality, interactive learning environment is not met. In such instances, a full refund or transfer to the next available date will be offered.

6. 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.

7. Confidentiality

Participants may discuss real organisational challenges during sessions.

To support open and meaningful discussion, all participants are expected to treat shared discussions, examples and materials as confidential and to respect the privacy of other participants.

Sessions are intentionally not recorded in order to maintain a focused and trusted working environment.

8. Intellectual Property

All course materials, frameworks, canvases and supporting content remain the intellectual property of the programme creators unless otherwise stated.

Materials are provided for personal and internal professional use only and may not be reproduced, distributed or resold without written permission.

9. 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.

10. Contact

For questions regarding registration, transfers, organisational bookings or programme details, please contact the course team.

Privacy Policy

Last updated: 7th May 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 you register for the Practitioner’s Lab or contact us, we may collect information such as:

  • Your name
  • Email address
  • Organisation or company name
  • Payment and transaction information
  • Any information you voluntarily provide in communications or registration forms

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 occasionally send information about future programmes, events, publications or related offerings. You may unsubscribe from these 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 this Privacy Policy or your personal information, please contact us.

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.

Participation in the programme does not constitute management consulting, legal advice, financial advice, psychological advice or any form of regulated professional service.

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.