Terms & Conditions

Last updated: 28 September 2026

These Terms and Conditions have two parts:

Part A: Website Terms of Use apply to everyone who uses theswitchlab.co.uk (the "Website").
Part B: Standard Terms for Services apply to leadership development, coaching, training and assessment services we supply to business customers.

Who we are

The Website is operated by The SWITCH Lab Limited, trading as The S.W.I.T.C.H. Lab ("we", "us", "our"). Company number: 15802773. Registered in England and Wales. Registered office: C/O Vantage Accounting, 1 Cedar Office Park, Cobham Road, Wimborne, Dorset, BH21 7SB, UK. Trading address: 61 New Street, Salisbury, Wiltshire, SP1 2PH, UK. VAT number: GB 470 820 989. Email: jonathanbowder@theswitchlab.co.uk. Telephone: +44 7594 900570.

Part A: Website Terms of Use

1. Acceptance

By using the Website you agree to these Terms of Use. If you do not agree, please do not use it. Our Privacy Policy explains how we use personal data, and our Accessibility Statement explains how we approach accessibility

2. Using the Website

The Website is provided for general information about our services. You may view, download and print pages for your own personal or internal business use. We may change, suspend or withdraw any part of the Website at any time without notice, and we are not liable if it is unavailable for any period.

3. Intellectual property

All content on the Website, including text, articles, the S.W.I.T.C.H. framework, The Voyage, Humanify, logos, images, graphics and design, belongs to us or our licensors and is protected by copyright, trade mark and other intellectual property laws. All rights are reserved.

You must not copy, reproduce, republish, adapt, distribute, sell or use our content for commercial purposes without our prior written permission. You may quote short extracts with clear attribution and a link to the Website.

Extraordinary Leader™, Zenger Folkman and other third-party names and marks belong to their respective owners. Their use on the Website does not imply that we own them, and any assessment tools or materials supplied by third parties are subject to those owners' licence terms.

4. Acceptable use

You must not use the Website:

in any unlawful way or for any fraudulent or harmful purpose;
to transmit spam, malware, viruses or other harmful code;
to attempt to gain unauthorised access to the Website, its servers or connected systems;
to scrape, harvest or extract data from it by automated means without our written consent; or
in a way that damages, disables, overburdens or impairs the Website or interferes with others' use of it.

5. Enquiries and information you send us

When you submit an enquiry, you confirm that the information you give is accurate and that you are entitled to give it to us. Please do not send us confidential or sensitive information through the contact form. Submitting an enquiry does not create a contract or a professional relationship; any services are provided only under a written proposal or agreement (see Part B).

6. No advice; no guarantee of

results

The information and articles on the Website are general in nature and are not professional, legal, financial, medical or psychological advice. Leadership development outcomes depend on many factors outside our control, including participants' effort and organisational context. Statements about research, results or performance on the Website describe our approach and third-party research and are not a guarantee of any particular result for you or your organisation.

7. Links to other websites

The Website may link to third-party sites (for example LinkedIn and Zenger Folkman). We do not control them and are not responsible for their content, availability or privacy practices. A link is not an endorsement.

8. Our liability for use of the Website

Nothing in these Terms limits or excludes our liability for death or personal injury caused by our negligence, for fraud or fraudulent misrepresentation, or for anything else that cannot lawfully be limited or excluded.

Subject to that, and because the Website is provided free of charge: (a) the Website and its content are provided "as is" and we give no warranty that it is accurate, complete, up to date, error-free or free from viruses; (b) we are not liable for any loss arising from your use of, or reliance on, the Website; and (c) we are not liable for any loss of profit, revenue, business, goodwill or data, or for any indirect or consequential loss. If you are using the Website as a consumer, your statutory rights are not affected.

9. Changes to these terms

We may update these Terms from time to time. The version published on the Website on the date you use it applies. Please check this page periodically.

10. Governing law and jurisdiction

These Terms of Use, and any dispute or claim arising from them or the Website (including non-contractual disputes), are governed by the law of England and Wales. The courts of England and Wales have exclusive jurisdiction, except that if you are a consumer living in Scotland or Northern Ireland you may also bring proceedings in the courts of the part of the UK where you live.

Part B: Standard Terms for Services

11. Application

These Standard Terms apply to all services we supply to business customers ("Client") unless we agree otherwise in writing. They form part of the contract, together with our written proposal, statement of work or order confirmation (the "Proposal"). If there is a conflict, the Proposal prevails on matters it expressly addresses, and otherwise these Standard Terms prevail. The Client's own terms do not apply.

These Standard Terms are intended for businesses. If you are a consumer, please contact us before booking so we can give you terms that reflect your statutory consumer rights, which nothing in these Terms affects.

12. The services

We will provide the leadership development, coaching, training, workshop, 360° assessment and related services described in the Proposal ("Services") with reasonable skill and care. Dates and timings are estimates unless we expressly agree they are fixed. We may use suitably qualified associates or subcontractors, and we remain responsible for their work.

13. Client responsibilities

The Client will: give us the information, access, facilities and decisions we reasonably need on time; make sure participants are properly briefed and released to attend; and make sure it has the right to give us any personal data it provides, and has told the individuals concerned. Delay or failure by the Client may affect timings and fees, and we are not liable for any resulting delay or shortfall.

14. Fees, expenses and payment

Fees are set out in the Proposal and are exclusive of VAT, which the Client pays at the applicable rate.
Reasonable travel, accommodation, materials and third-party assessment licence costs are charged in addition, unless the Proposal says otherwise. Expenses are charged at cost.
We will invoice as set out in the Proposal. Unless stated otherwise, invoices are payable within 30 days of the invoice date, in pounds sterling, by bank transfer to the account stated on the invoice, without set-off or deduction.
If an invoice is not paid on time, we may charge interest and fixed compensation under the Late Payment of Commercial Debts (Interest) Act 1998, and suspend the Services until payment is made.

15. Cancellation and rescheduling

If the Client cancels or postpones confirmed Services, we may charge:

more than 28 days before the start date: no charge, other than non-recoverable costs already committed;
14 to 28 days before the start date: 50% of the fees for the affected sessions; and
fewer than 14 days before the start date: 100% of the fees for the affected sessions.

Assessment licences and materials already purchased or issued are non-refundable. If we need to cancel or reschedule because of illness or other circumstances outside our control, we will offer a new date or refund fees paid for Services not delivered.

16. Intellectual property in the Services

We (and our licensors, including Zenger Folkman) keep all intellectual property rights in our methods, frameworks (including the S.W.I.T.C.H. framework, The Voyage and Humanify), tools, assessments, reports, training materials and pre-existing content ("Our Materials"). We grant the Client a non-exclusive, non-transferable, non-sublicensable licence to use Our Materials for its own internal purposes only, for the duration and purpose of the Services. The Client must not copy, adapt, distribute, sell or use Our Materials to train others or to deliver similar services without our written consent. Assessment tools and reports supplied under licence from third parties are also subject to those third parties' licence terms. The Client keeps ownership of its own materials and data, and grants us the right to use them for the purpose of providing the Services.

17. Confidentiality

Each party will keep the other's confidential information confidential, use it only for the Services, and not disclose it except to employees, advisers or subcontractors who need to know and are bound by equivalent duties, or where required by law. This does not apply to information that is public other than through breach, already lawfully known, or independently developed. These obligations continue for 3 years after the Services end.

We treat individual coaching conversations and the individual responses of assessment raters as confidential. Unless the Proposal or the individual agrees otherwise, we will share with the Client only aggregated, anonymised or agreed outputs.

18. Data protection

Each party will comply with data protection law (the UK GDPR and the Data Protection Act 2018). In most engagements we act as an independent controller of the personal data we use to deliver the Services, as explained in our Privacy Policy. Where a third-party platform (such as Zenger Folkman) collects data from participants or raters, its privacy notice also applies. If we process personal data on the Client's behalf as its processor, we will agree the required terms in writing. The Client must make sure participants and raters have the information they need before their data is shared with us or with an assessment platform.

19. Nature of the Services

Coaching, training and assessment services are professional development, not therapy, counselling, medical, legal, financial or HR advice, and they do not replace it. Participants remain responsible for their own decisions and for how they apply what they learn. The Client remains responsible for its employment, promotion, performance and other decisions, including any decisions made using assessment results. Assessment results are one input and are not a definitive judgement of any individual.

20. Limits on our liability

Nothing in these Standard Terms limits or excludes liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation, or anything else that cannot lawfully be limited or excluded.

Subject to that: (a) we are not liable for any loss of profit, revenue, business, contracts, goodwill or anticipated savings, or for any indirect or consequential loss, whether arising in contract, tort (including negligence) or otherwise; (b) our total liability arising out of or in connection with each engagement is limited to the fees paid or payable to us for that engagement; and (c) we give no guarantee that the Services will produce any specific business result, improvement or score.

21. Term and termination

The contract starts on acceptance of the Proposal and continues until the Services are completed, unless terminated earlier. Either party may terminate by written notice if the other commits a material breach that is not remedied within 14 days of written notice, or becomes insolvent. The Client will pay for Services delivered and costs committed up to termination. Clauses that by their nature should survive termination (including 14, 16, 17, 18, 20 and 25) will continue.

22. Events outside our control

Neither party is liable for delay or failure caused by events beyond its reasonable control (including illness, severe weather, transport disruption, industrial action, pandemic restrictions, or failure of utilities or communications networks), provided it notifies the other promptly and takes reasonable steps to limit the effect. If the event continues for more than 30 days, either party may terminate the affected Services on written notice.

23. Complaints

If you are unhappy with any Services, please tell us promptly at jonathanbowder@theswitchlab.co.uk. We will acknowledge your complaint within 5 working days, investigate, and aim to give a full response within 20 working days.

24. General

Entire agreement: the contract is the whole agreement between us on its subject matter and replaces earlier discussions. Neither party relies on statements not set out in it, but nothing limits liability for fraudulent misrepresentation.
Variation: changes must be in writing and agreed by both parties.
Assignment and subcontracting: the Client may not assign or transfer its rights without our written consent.
Third-party rights: no one other than the parties has any right to enforce the contract under the Contracts (Rights of Third Parties) Act 1999.
Severance and waiver: if any provision is found unenforceable, the rest continues in force. A delay in enforcing a right is not a waiver of it.
Notices: notices must be in writing and sent to the address or email in the Proposal (for us, jonathanbowder@theswitchlab.co.uk).
Relationship: we are an independent contractor. Nothing creates a partnership, agency or employment relationship.

25. Governing law and jurisdiction

The contract, and any dispute or claim arising out of or in connection with it (including non-contractual disputes), is governed by the law of England and Wales, and the courts of England and Wales have exclusive jurisdiction.

Contact us

If you have any questions about these Terms, please contact us at jonathanbowder@theswitchlab.co.uk.