Onward Shift Limited - Terms & Conditions

Website, customer, service, event and product terms

Company: Onward Shift Limited (company number 15583217)

Last updated: 25th August 2026

Website: https://onwardshift.com

Contact: jo*****@*********ft.com

These Terms explain the rules that apply when somebody uses the Onward Shift website, books or receives a service, attends an event, or purchases a physical or digital product. They are written to distinguish between Consumers and Business Clients and to work alongside separate booking, client and provider agreements.

1. About these Terms

1.1 These Terms and Conditions (Terms) apply to your use of the Website and, where relevant, to Services, Events, Physical Products and Digital Content supplied by Onward Shift Limited.

1.2 Please read these Terms before using the Website, making a purchase, confirming a Booking or attending an Event. By doing any of those things, you agree to the parts of these Terms that apply to you.

1.3 Different legal rights may apply depending on whether you are a Consumer or a Business Client. Nothing in these Terms limits any statutory right that cannot lawfully be limited or excluded.

1.4 Our Privacy Policy explains how we use personal information, our Cookie Policy explains Website technologies, our Data Deletion Policy explains erasure requests, and our Code of Ethics sets standards for Providers. These documents do not reduce any statutory right.

1.5 If you do not agree to these Terms, you must not purchase or use a paid Service, attend a paid Event, or buy Physical Products or Digital Content from us. You may still access publicly available information, subject to the Website-use provisions below.

2. Company information

2.1 Onward Shift Limited is a company registered in England and Wales under company number 15583217. In these Terms, Onward Shift Limited is referred to as Onward Shift, we, us or our.

2.2 Our registered office is 167-169 Great Portland Street, Fifth Floor, London, England, W1W 5PF.

2.3 Our Website is https://onwardshift.com. General enquiries, notices, cancellation requests and complaints may be sent to jo*****@*********ft.com unless a Booking Confirmation provides a different contact.

3. Definitions

3.1 Booking means an order or confirmed arrangement for a Service, Event, Physical Product or Digital Content.

3.2 Booking Confirmation means our written confirmation describing the relevant Booking, including any price, date, location, scope, provider, cancellation terms or other specific conditions.

3.3 Business Client means a company, partnership, sole trader, public body, charity, education provider or other person purchasing mainly for business, trade, professional or organisational purposes.

3.4 Consumer means an individual purchasing mainly for purposes outside their trade, business, craft or profession.

3.5 Digital Content means downloadable or electronically supplied materials, including PDFs, templates, toolbox talks, guides, recordings and similar resources.

3.6 Event means a public or private event such as a Walk and Talk, workshop, networking event, retreat, webinar or similar organised activity.

3.7 Physical Product means a physical item sold by us, including clothing, journals, calendars, printed materials and merchandise.

3.8 Provider means an independent counsellor, coach, keynote speaker, facilitator, trainer or other professional who supplies services through, for or following an introduction by Onward Shift.

3.9 Service means a service described on the Website, in a proposal or in a Booking Confirmation, including coaching, counselling, therapy, keynote speaking, workshops, training, workplace wellbeing, education services and event delivery.

3.10 Website means https://onwardshift.com and any Onward Shift domain or subdomain that links to these Terms.

3.11 Working Day means Monday to Friday, excluding public holidays in England.

3.12 Client means the individual receiving a Service, including where a Business Client or another person pays for it.

4. Other agreements and order of priority

4.1 These Terms are general terms. A particular Booking may also be governed by a Booking Confirmation, proposal, Client Service Agreement, Provider Agreement or other separately accepted written agreement.

4.2 If there is a conflict, the following order of priority applies: first, a signed Client Service Agreement; second, the relevant Booking Confirmation or accepted proposal; third, these Terms. A Provider Agreement governs the relationship between Onward Shift and the Provider and does not replace a customer’s Booking Confirmation.

4.3 Providers are also subject to a separate Provider Agreement and our Code of Ethics at https://onwardshift.com/code-of-ethics/. These Terms do not create an employment relationship between Onward Shift and any Provider.

4.4 Terms supplied by a Business Client do not apply unless Onward Shift expressly accepts them in writing.

5. Eligibility and authority

5.1 You must be at least 18 years old to make a purchase or enter into a Booking directly with us. A parent, guardian or authorised education or youth organisation must contract for a person under 18. This does not apply to coaching, counselling or therapy Services, which are available only to Clients aged 18 or over.

5.2 If you make a Booking for another person, a team or an organisation, you confirm that you have authority to do so and that you will provide them with relevant information about the Booking, safety, privacy and these Terms.

5.3 A Business Client is responsible for ensuring that the person accepting a quotation, proposal or Booking Confirmation has authority to bind the organisation.

6. How Onward Shift provides Services

6.1 Onward Shift may provide a Service directly, provide it through an independent Provider engaged by us, or introduce a customer to an independent Provider who contracts directly with the customer.

6.2 We will use the Website, proposal or Booking Confirmation to explain the arrangement that applies where it would not otherwise be clear.

6.3 Where Onward Shift contracts with you and appoints a Provider to deliver the Service, the Provider acts as an independent delivery partner. The Provider may represent the Onward Shift brand for the engagement but does not have authority to change our prices or contractual terms unless we authorise it in writing.

6.4 Where we only introduce you to a Provider, the Provider may have their own professional terms, privacy notice and complaints procedure. We remain responsible for using reasonable care in administering the introduction, but the Provider remains responsible for the professional service they contract to supply directly.

6.5 Providers exercise independent professional judgement within their competence, professional obligations and applicable law. Onward Shift does not direct clinical decisions.

6.6 The availability of a Provider, Service or date shown on the Website is not guaranteed until a Booking Confirmation is issued.

7. Website use and general information

7.1 We aim to keep Website information accurate and reasonably up to date, but general articles, podcasts, videos, resources and signposting may not reflect every person’s circumstances. They are provided for general information and education, not as individual medical, legal, financial or clinical advice.

7.2 You must not use the Website to upload or transmit malware, spam, unlawful or harmful material; interfere with its security or operation; gain unauthorised access; scrape or systematically extract data; impersonate another person; or infringe intellectual property or privacy rights.

7.3 We may suspend, withdraw, restrict or change all or part of the Website for maintenance, security, legal or operational reasons. We do not guarantee uninterrupted availability.

7.4 Links to third-party websites are provided for convenience or signposting. Unless expressly stated, we do not control or endorse those websites and are not responsible for their content, availability, privacy practices or services.

7.5 You are responsible for using suitable devices, software and internet access when accessing online Services or Digital Content.

8. Enquiries, Bookings and contract formation

8.1 Submitting an enquiry, application or request does not itself create a Booking or require us to accept it.

8.2 Unless a separately signed agreement states otherwise, a binding Booking is created when we send a Booking Confirmation after receiving your order or written acceptance. If we take payment before accepting a Booking and cannot accept it, we will return the payment.

8.3 A quotation is valid for the period stated in it. If no period is stated, it is valid for 7 calendar days, subject to availability.

8.4 You must check the Booking Confirmation promptly and tell us about any error. We may correct an obvious typographical, technical or pricing error before delivery. If a correction materially affects a Consumer Booking, the Consumer may cancel and receive a refund for the affected undelivered element.

8.5 We may reasonably refuse or cancel a Booking where the requested Service is outside our or a Provider’s competence, would be unsafe or unlawful, involves abusive conduct, presents an unmanaged conflict of interest, or cannot be delivered with suitable safeguards. Any refund will be dealt with under these Terms and applicable law.

9. Prices, payment and recurring arrangements

9.1 Prices will be shown on the Website, quotation, proposal or Booking Confirmation before a Booking is completed. We will state whether VAT, delivery, travel, accommodation or other agreed expenses are included or payable separately.

9.2 Payment is due at the time stated in the Booking Confirmation or invoice. We may require full payment, a deposit, staged payments or a recurring payment arrangement.

9.3 A recurring payment, minimum commitment or automatic renewal applies only where it is clearly disclosed before the Booking is accepted. The relevant agreement will state the amount, frequency, minimum term, renewal arrangement and method of cancellation. We will also provide any reminder or cancellation information required by law.

9.4 If a Business Client does not pay an undisputed invoice when due, we may suspend the affected Service after giving reasonable notice. We may also claim statutory interest and recovery costs where legally available.

9.5 Payment processing may be carried out by a third-party payment provider. We do not normally receive or store full payment-card details.

9.6 Refunds and cancellation rights depend on the type of Booking, whether you are a Consumer or Business Client, the notice given and any specific written terms. Payments are not described as universally non-refundable.

10. Consumers: statutory cancellation rights

10.1 If you are a Consumer entering into a distance or off-premises contract, you may have a statutory right to cancel without giving a reason. These rights are separate from our contractual cancellation policies in later sections.

10.2 For most Service contracts, the statutory cancellation period is 14 days beginning on the day after the contract is entered into.

10.3 If you ask us to begin a Service during the 14-day cancellation period and later cancel before it is completed, you may be required to pay a proportionate amount for the Service supplied up to cancellation, provided the legal requirements for starting early have been met.

10.4 If a Service is fully performed during the cancellation period after you expressly requested early performance and acknowledged that the cancellation right would be lost on full performance, the statutory cancellation right ends when the Service has been fully performed.

10.5 The statutory cancellation right may not apply to certain accommodation, catering or leisure services arranged for a specific date or period, including some dated Events, where the legal exception applies. Any separate contractual cancellation right will still be stated in the Booking Confirmation or Event terms.

10.6 For most Physical Products purchased at a distance, the cancellation period ends 14 days after the day on which you or a person nominated by you takes physical possession of the goods. Different timing applies where an order contains multiple deliveries.

10.7 For Digital Content supplied without a physical medium, we may ask for your express consent to immediate supply and your acknowledgement that the statutory cancellation right will be lost when supply begins. If those requirements are not met, your statutory rights are not removed merely because a download was made available.

10.8 To exercise a statutory cancellation right, send a clear statement to jo*****@*********ft.com.

10.9 Where a valid statutory cancellation applies, we will make any required refund without undue delay and within the applicable legal period, normally using the original payment method unless we agree otherwise.

11. Individual coaching, counselling and similar sessions

11.1 Coaching, counselling and therapy Services are available only to Clients aged 18 or over. Onward Shift will not accept or provide these Services for anyone under 18, including where a parent, guardian, employer or other organisation wishes to arrange or fund the Service.

11.2 The Booking Confirmation will identify the type of session, Provider, price, length, format and whether the professional service is contracted with Onward Shift or directly with the Provider.

11.3 Unless a different period is shown in the Client Agreement, a five- or ten-session package must be used within 12 months of purchase. We will consider a reasonable extension for illness, emergency or circumstances outside the Client’s control. If the Client ends the package before it expires, any refund will be calculated from the price paid, less sessions already supplied or chargeable at the package’s discounted per-session rate. This does not affect the Client’s statutory rights.

11.4 Unless the Booking Confirmation states otherwise, an individual session may be cancelled or rescheduled without a session charge by giving at least 72 hours’ notice before its scheduled start time.

11.5 If less than 72 hours’ notice is given, or the client does not attend, the full session fee may remain payable because the time was reserved and may not reasonably be filled. We may make a reasonable exception for a genuine emergency. For a Consumer, any charge will be limited to a fair amount reflecting the loss we could not reasonably avoid. This clause does not affect any statutory right.

11.6 Where a Provider cancels, we will offer a reasonable replacement date or, where appropriate, another suitable Provider. If neither is accepted or reasonably available, any fee paid to Onward Shift for the affected undelivered session will be refunded.

11.7 If a Consumer asks for a session to take place within the statutory cancellation period, we may ask for an express request to begin early and the acknowledgement required by law.

11.8 Sessions are confidential within the limits explained by the Provider’s professional terms, safeguarding responsibilities and applicable law. Confidentiality may be broken where necessary to address a serious risk of harm, safeguarding concern or legal obligation.

11.9 You must not record a session without the prior written agreement of the Provider and, where Onward Shift is the contracting party, Onward Shift. Any recording must also comply with applicable privacy, confidentiality and data-protection requirements.

11.10 Coaching and counselling require active participation and cannot guarantee a particular outcome. You remain responsible for decisions you make, subject to the Provider’s duty to deliver the service with appropriate care and competence.

12. Business and corporate Services

12.1 Corporate wellbeing packages, keynote talks, workshops, live toolbox talks, training and education Services may be governed by a proposal, Booking Confirmation or Client Service Agreement containing additional terms.

12.2 The Business Client must provide accurate information needed for delivery, including audience profile, numbers, location, timings, accessibility requirements, safeguarding arrangements, site rules, health and safety information, technology and reasonable audio and visual requirements.

12.3 The Business Client is responsible for providing a safe and suitable venue, lawful site access, emergency procedures and any specialist site equipment that it has agreed to provide. Onward Shift and the Provider will comply with reasonable instructions notified in advance.

12.4 Unless the Booking Confirmation states otherwise, a Business Client may request one reschedule without an additional cancellation charge by giving at least five Working Days’ notice. The replacement date is subject to availability and should normally take place within six months.

12.5 If a Business Client cancels with at least five Working Days’ notice, we will refund any prepaid fee attributable to the undelivered Service, less reasonable non-recoverable third-party costs that were disclosed or approved. A signed agreement or Booking Confirmation may provide a different cancellation scale.

12.6 If a Business Client cancels or requests a reschedule with less than five Working Days’ notice, the full agreed fee and any agreed non-recoverable expenses may remain payable. We will take reasonable steps to reduce avoidable loss where practicable.

12.7 A material change to the date, location, format, audience size, duration, travel requirement or scope after confirmation may require a revised fee and is not binding until agreed in writing.

12.8 If a named Provider becomes unavailable because of illness, emergency or circumstances outside reasonable control, we may offer a suitable replacement, reschedule the Service or refund the fee for the affected undelivered element. We will not substitute a named keynote speaker without discussing it with the Business Client.

12.9 Workplace wellbeing, training and keynote Services provide education, awareness and signposting. They are not clinical interventions and do not create an individual therapeutic relationship with attendees.

12.10 We do not guarantee specific organisational results, including reduced absence, improved productivity, staff retention, cultural change or fewer incidents. Outcomes depend on factors beyond a single Service.

12.11 Where attendees are under 18 or may be vulnerable, the Business Client or education provider remains responsible for lawful consent, supervision, its designated safeguarding arrangements and making appropriate support available.

13. Events, Walk and Talks, workshops and retreats

13.1 Event details, eligibility, price, location, timing, accessibility information and any specific cancellation rules will be stated on the Event page or Booking Confirmation.

13.2 Participation is voluntary. We will take reasonable steps to plan and manage foreseeable risks, but participants must take reasonable care of themselves and others, follow safety instructions and use suitable clothing, footwear and equipment.

13.3 You should tell us in advance about an accessibility requirement or relevant health consideration that may affect safe participation, so far as you are comfortable and it is reasonably necessary for us to make arrangements. We will consider reasonable adjustments.

13.4 Outdoor Events may be changed, postponed or cancelled because of weather, route conditions, safety, venue closure, low attendance or circumstances outside reasonable control.

13.5 If we cancel a paid Event and do not provide a reasonable alternative, we will refund the ticket price paid to us for the cancelled Event. We are not responsible for separate travel or accommodation costs unless we expressly agreed otherwise or the law requires it.

13.6 Some dated leisure Events may fall within a statutory exception to the 14-day cancellation right. Where this applies, the Event’s published cancellation terms will govern any voluntary refund or transfer.

13.7 Personal belongings remain your responsibility. We are not responsible for loss or damage unless caused by our negligence or another liability that cannot lawfully be excluded.

13.8 A person under 18 may attend only where the Event permits it and the required parent, guardian or responsible organisation has provided consent and appropriate supervision.

14. Physical Products

14.1 Physical Products are subject to availability. Images and colours are illustrative, and minor variations caused by screens, materials or manufacturing do not necessarily amount to a defect.

14.2 We will provide the total price, delivery charges and estimated delivery arrangements before you place an order. Unless otherwise agreed, Consumer orders will be delivered without undue delay and normally within 30 days.

14.3 Risk in a Physical Product passes to a Consumer when the Consumer or a nominated person, other than the carrier, takes physical possession. Ownership passes when we receive full payment.

14.4 A Consumer who validly cancels a distance order must normally return the goods within 14 days after telling us of the cancellation. Contact jo*****@*********ft.com for return instructions and do not send goods to the registered office unless instructed.

14.5 Unless the goods are faulty, incorrect or not as described, the Consumer is responsible for the direct return cost where this was disclosed before purchase. We may reduce a refund to reflect handling beyond what is reasonably necessary to establish the nature, characteristics and functioning of the goods.

14.6 Where a valid change-of-mind cancellation applies, we will refund the price and the cost of our least expensive standard delivery method within the legally required period. We may wait until the goods are returned or evidence of return is supplied.

14.7 The statutory cancellation right may not apply to personalised or made-to-order goods, sealed goods that are unsuitable for return for health protection or hygiene reasons once unsealed, perishable goods or any other legally exempt category.

14.8 Consumer rights concerning goods that are faulty, not as described or not fit for purpose are separate from change-of-mind rights and are not limited by these Terms.

14.9 A Business Client may return a Physical Product only where it is faulty, incorrect, materially not as described or we agree otherwise in writing.

15. Digital Content and free resources

15.1 Before supplying paid Digital Content, we will describe its main features, price and any material compatibility or access requirements that we know or should reasonably know.

15.2 Where a Consumer chooses immediate access during the statutory cancellation period, supply will begin only after any express consent and acknowledgement required by law have been obtained.

15.3 Paid Digital Content must be of satisfactory quality, fit for any purpose made known and match its description, subject to applicable Consumer law. Contact us if a file is corrupted, inaccessible or materially different from its description.

15.4 Unless a Product page or written licence states otherwise, purchasing Digital Content gives the purchaser a non-exclusive, non-transferable licence to use it personally or internally within the purchasing organisation. It does not transfer copyright.

15.5 Resources expressly labelled for free workplace, educational or community use may be downloaded, printed and shared unchanged within the receiving organisation and with its workforce, learners or subcontractors for non-commercial awareness and support purposes.

15.6 You must not resell, sublicense, republish, materially alter, remove branding or copyright notices from, or present Onward Shift content as your own without written permission.

15.7 You may share links to publicly available Onward Shift webpages, articles, podcasts and resources. Any use permitted by copyright law is unaffected.

15.8 We may update or withdraw free resources. We are not obliged to provide ongoing updates to a download unless that was part of the Product description.

16. Professional Services, accuracy and outcomes

16.1 Providers must work within their training, experience, competence, insurance and professional obligations. Different forms of support have different purposes and may not be suitable for everyone.

16.2 No Service guarantees a particular personal, therapeutic, educational, commercial or organisational outcome.

16.3 You are responsible for giving information that is accurate and relevant to the Service. A Provider may recommend another service or decline to continue where the requested work is outside their competence, unsafe or inappropriate.

16.4 General wellbeing education and lived-experience content are not diagnosis or treatment. You should seek appropriately qualified medical or clinical support for diagnosis, medication, treatment or urgent risk.

16.5 Nothing in these Terms removes a Provider’s or Onward Shift’s duty to use reasonable care and skill where that duty applies.

17. Mental health, crisis support and safeguarding

17.1 Onward Shift is not an emergency or crisis service. If you or somebody else is in immediate danger, call 999 or attend the nearest Accident and Emergency department. Current urgent-support information is available at https://onwardshift.com/urgent-help/.

17.2 If information suggests a serious risk of harm, abuse, neglect or another safeguarding concern, Onward Shift or a Provider may take reasonable safeguarding action and share relevant information where necessary and lawful.

17.3 A Business Client or education provider must identify an appropriate safeguarding or responsible contact for Services involving employees, learners, under-18s or vulnerable people when reasonably requested.

17.4 Participants should not be pressured to disclose personal experiences publicly during a talk, workshop or Event. Group settings cannot provide the same confidentiality as an individual professional session.

17.5 Support information and emergency contacts can change. The Urgent Help page should be checked for current signposting.

18. Intellectual property

18.1 The Website and content created and owned by Onward Shift, including its branding, original toolbox talks, scripts, PDFs, articles, podcasts, videos, images and programmes, are owned by or licensed to Onward Shift and protected by intellectual property law.

18.2 A Provider retains ownership of their pre-existing keynote, personal story, methodology, training material and other original content unless a separate written agreement expressly provides otherwise.

18.3 A customer retains ownership of material they provide to us. The customer grants us and the relevant Provider a limited licence to use it only as reasonably necessary to deliver the Booking.

18.4 Ownership and permitted use of bespoke materials commissioned for a particular Business Client will be stated in the Booking Confirmation or Client Service Agreement. Payment for delivery does not itself transfer copyright or include recording and reuse rights.

18.5 The permissions for Digital Content and free resources are set out in Section 15. Any other copying, adaptation, sale, public distribution or commercial exploitation requires prior written permission.

18.6 Onward Shift and the Onward Shift name and branding must not be used in a way that falsely suggests endorsement, partnership or authorisation.

19. Conduct and respectful participation

19.1 Customers, attendees and Providers must treat others with dignity and respect, follow reasonable safety and safeguarding instructions, maintain appropriate professional boundaries and avoid harassment, discrimination, threats, abuse or unlawful behaviour.

19.2 You must not use a Service or Event to solicit attendees, distribute unauthorised promotional material, secretly record others, disclose another person’s confidential information or misuse Onward Shift branding.

19.3 We may warn, remove or refuse further participation to a person whose conduct creates a material safety risk, seriously disrupts delivery or breaches these requirements. Where urgent safety action is required, removal may be immediate.

19.4 Removal for serious misconduct does not automatically entitle the person responsible to a refund. Any Consumer rights and the circumstances of the incident will still be considered.

20. Photography, recordings, testimonials and publicity

20.1 A Service or Event will not be recorded by Onward Shift for reuse merely because somebody attends it. Where recording is planned, we will provide appropriate notice and obtain any consent or other authority required.

20.2 Attendees must not photograph or record a Provider or other attendee without permission.

20.3 A Business Client must obtain any consent required from its employees, learners, parents, guardians or attendees for photography, recording or publication that it arranges.

20.4 We will not publish a customer name, identifiable testimonial, photograph or case study as promotional content without appropriate permission. Permission may be withdrawn for future use, although this may not require recall of material already lawfully printed or published where recall is not reasonably practicable.

21. Personal information and confidentiality

21.1 We process personal information under our Privacy Policy at https://onwardshift.com/privacy-policy/. Website technologies are explained at https://onwardshift.com/cookies-policy/, and erasure requests at https://onwardshift.com/data-deletion/.

21.2 A Business Client must have a lawful basis for giving us personal information about employees, learners or attendees and must provide any privacy information required before doing so.

21.3 We and Providers will use confidential customer information only as reasonably necessary for the Booking, professional responsibilities, safeguarding, legal compliance or another purpose authorised by the person or organisation entitled to authorise it.

21.4 Confidentiality does not apply to information that is already public through no breach, lawfully received from another source without restriction, independently developed, or required to be disclosed by law or a competent authority.

21.5 We cannot guarantee that other attendees in an open group, workplace or public Event will keep information confidential. Participants should share personal information with care.

22. Complaints

22.1 Complaints may be sent to jo*****@*********ft.com with the complainant’s name, contact details, relevant Booking information and a clear description of the concern.

22.2 We aim to acknowledge a complaint within three Working Days and provide a substantive response within 14 Working Days. If more time is reasonably required, we will explain why and provide an updated timeframe.

22.3 We may need to share relevant information with the Provider, Business Client, insurer, adviser, safeguarding lead or professional or regulatory body so the concern can be investigated fairly and lawfully.

22.4 A complaint about a professional service may also be subject to the Provider’s professional complaints procedure or the process of a relevant membership or regulatory body. We will explain the appropriate route where we reasonably can.

22.5 Nothing in this section removes a Consumer’s statutory remedies or either party’s right to seek independent advice.

23. Suspension, cancellation and termination by Onward Shift

23.1 We may suspend Website access, a Booking or participation where reasonably necessary to protect safety, investigate a serious concern, prevent unlawful use, address non-payment by a Business Client or respond to a material breach.

23.2 Except where urgent action is required, we will give reasonable notice and an opportunity to address the issue where that is appropriate.

23.3 We may terminate a Booking for a material breach that is incapable of remedy or is not remedied within a reasonable period after notice.

23.4 Termination does not affect rights already accrued, including payment for Services properly delivered. The provisions concerning intellectual property, confidentiality, liability, complaints and governing law continue where their nature requires it.

23.5 Any refund following suspension or termination will depend on the reason, the Service already supplied, avoidable and unavoidable costs, the relevant Booking terms and applicable Consumer law.

24. Liability

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

24.2 If you are a Consumer, we are responsible for loss or damage that is a foreseeable result of our breach of these Terms or failure to use reasonable care and skill. We are not responsible for loss that was not foreseeable, was caused by information you withheld or misstated, or could reasonably have been avoided.

24.3 We supply Consumer Services, Products and Digital Content for personal use unless we agree otherwise. We are not responsible to a Consumer for business losses, including lost profit, revenue, opportunity or business interruption.

24.4 Where we clearly act only as an introducer and the customer contracts directly with a Provider, we are not responsible for the Provider’s separate breach, negligence or professional advice, except to the extent loss was caused by our own failure to use reasonable care in the introduction or administration or another liability that cannot be excluded.

24.5 Subject to clause 24.1, Onward Shift’s total aggregate liability to a Business Client arising from or connected with a Booking will not exceed 100% of the total fees paid or payable to Onward Shift for the affected Booking during the 12 months before the event giving rise to the claim. A signed Client Service Agreement may set a different cap.

24.6 We are not responsible for delay, failure or reduced quality caused by a Business Client’s venue, equipment, internet connection, inaccurate instructions, unsafe conditions, failure to provide agreed access or another matter within the Business Client’s reasonable control.

24.7 Free resources and general Website content are provided without a promise that they will meet every user’s needs. This does not limit liability for content supplied negligently where the law does not permit that limitation.

25. Events outside reasonable control

25.1 Neither party is responsible for delay or failure caused by an event outside its reasonable control, including severe weather, transport disruption, venue closure, utility or network failure, epidemic, government action, industrial dispute, serious illness or emergency, provided the affected party takes reasonable steps to notify the other and reduce the impact.

25.2 Where practicable, we will offer a replacement Provider, remote delivery, a new date, credit or refund for the undelivered element. Consumer statutory rights remain unaffected.

25.3 A Business Client remains responsible for Services already delivered and any reasonable non-recoverable third-party cost expressly agreed or disclosed before it was incurred.

26. Changes to Services and these Terms

26.1 We may make reasonable changes to a Service where necessary for safety, accessibility, law, professional standards or circumstances outside reasonable control, provided the change does not materially reduce what was agreed without an appropriate remedy.

26.2 We may update these Terms for future Website use and Bookings. The version that normally applies to a confirmed Booking is the version in force when the Booking was accepted, unless a change is required by law or the parties agree otherwise.

26.3 We will update the date at the beginning of these Terms and give reasonable notice of a material change affecting an ongoing Service where practicable.

27. General legal provisions

27.1 If a court or competent authority finds part of these Terms unlawful or unenforceable, that part will be treated as removed or limited to the minimum extent necessary. The remaining provisions continue to apply.

27.2 A delay in enforcing a right does not waive that right. A waiver is effective only for the specific circumstance in which it is given.

27.3 A Business Client may not transfer a Booking without our written agreement. We may transfer our rights and obligations to a successor or purchaser of our business provided this does not reduce a Consumer’s statutory rights.

27.4 Except where expressly stated, a person who is not a party to the relevant contract has no right to enforce it under the Contracts (Rights of Third Parties) Act 1999.

27.5 For Business Clients, the Booking Confirmation, accepted proposal, any signed Client Service Agreement and these Terms form the entire agreement concerning the Booking. This does not exclude liability for fraud or prevent a Consumer relying on information that is legally binding.

27.6 Headings are for convenience and do not change the meaning of these Terms. Words such as including and for example do not limit the words that come before them.

27.7 Written communication includes email and electronic signature where legally permitted. You are responsible for keeping the contact details supplied for a Booking reasonably up to date.

28. Governing law and courts

28.1 These Terms and each Booking are governed by the laws of England and Wales.

28.2 If you are a Consumer living in Scotland or Northern Ireland, you retain any mandatory protection available under the law of the part of the United Kingdom where you live and may bring proceedings in the courts available to you under applicable law.

28.3 If you are a Business Client, the courts of England and Wales have exclusive jurisdiction over disputes arising from or connected with these Terms or a Booking, unless a signed Client Service Agreement states otherwise.

29. Contact

29.1 Questions, notices, cancellation requests and complaints may be sent to jo*****@*********ft.com.

MODEL CANCELLATION FORM

For consumer distance and off-premises contracts

To:
Onward Shift Limited
167-169 Great Portland Street, Fifth Floor
London, England, W1W 5PF
Email: jo*****@*********ft.com

I/We hereby give notice that I/We cancel my/our contract of sale of the following goods / for the supply of the following service:

Delete I/We or my/our as appropriate.