1. DEFINITIONS

1.1 "Buyer" means the company or individual purchasing the Goods from the Seller.
1.2 "Goods" means the products or services provided by the Seller to the Buyer as described in the Sales Agreement.
1.3  "Seller" means Harmonising Ltd.

2. AGREEMENT

2.1. These Terms and Conditions of Sale ("Terms") apply to all sales of Goods by the Seller to the Buyer and shall prevail over any conflicting terms proposed by the Buyer, unless expressly agreed in writing by the Seller.

3. PRICE, PAYMENTS & CANCELLATIONS

3.1. The price for the Goods shall be as stated at the time of the Buyer booking and paying, or as visibly displayed and agreed at the point of sale.
3.2 Payment shall be made by the Buyer upon booking, or upon receipt of items purchased.
3.3  The Buyer may cancel any order for an event outside of 14 days of the event date and receive a full refund. Should the Buyer be unable to attend any event or cancel within 14 days of the event date, the Seller may offer an alternative event at the Seller's discretion.

4. LIABILITY

4.1 The Seller's total liability shall be limited to the price of the Goods.
4.2 The Seller shall not be liable for any indirect, special, or consequential damages, including loss of profits.
4.3 The Seller has no liability for the actions of any third party.
4.4 Nothing in these Terms shall limit or exclude the Seller's liability for death or personal injury caused by its negligence or for fraud.

 

5. DATA PRIVACY

5.1 Both parties shall comply with all applicable data protection and privacy laws.
5.2 The Buyer acknowledges that the Seller may collect, use, and store personal data provided by the Buyer for the purposes of fulfilling their processing of orders and providing the Buyer with relevant information and retain them if agreed with the Seller.
5.3 The Seller shall take reasonable steps to protect the personal data it holds from unauthorised access, use, or disclosure.
5.4 Neither party shall disclose to third parties any personal data obtained from the other party without the prior written consent of the disclosing party, except as required by law.

6. FORCE MAJEURE

6.1 Neither party shall be liable for any delay or failure to perform its obligations under these Terms if such delay or failure is due to circumstances beyond its reasonable control, including but not limited to acts of God, war, strikes, or natural disasters.
6.2  The Seller relies on specific practitioners qualified and experienced to facilitate the programs offered. Where practitioners are taken ill or suffer emergency circumstances which prevent them from working, and they cannot be replaced with suitably qualified alternative practitioners, the Seller reserves the right to cancel the event and offer the Buyer a choice of alternative dates. The Buyer accepts that such a circumstance does not create any automatic right to a refund.

7. GOVERNING LAW

7.1 These Terms shall be governed by and construed in accordance with the laws of England & Wales.
7.2 Any disputes arising out of or in connection with these Terms shall be subject to the exclusive jurisdiction of the courts of the governing law.

8. AMENDMENTS

8.1 These Terms may only be amended in writing and signed by both parties.

9. ENTIRE AGREEMENT

9.1 These Terms constitute the entire agreement between the parties and supersede all prior discussions, negotiations, and agreements.

10. SEVERABILITY

10.1  If any provision of these Terms is found to be invalid or unenforceable, the remaining provisions shall remain in full force and effect.

 

 

Compliments and complaints procedure

 

 

1. OUR AIM

Harmonising Ltd is committed to providing a quality service and working in an open and accountable way that builds trust and respect. One of the ways in which we can continue to improve our service is by listening and responding to the views of our clients, and in particular by responding positively to complaints, and by putting mistakes right. 

Therefore we aim to ensure that:

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• Making a compliment or complaint is as easy as possible

• We welcome compliments, feedback and suggestions

• We treat a complaint as a clear expression of dissatisfaction with our service which calls for an immediate response

• We deal with it promptly, politely and, when appropriate, confidentially

• We respond in the right way - for example, with an explanation, or an apology where we have got things wrong, or information on any action taken etc.

• We learn from complaints, use them to improve our service, and review annually our complaints policy and procedures

• We recognise that many concerns will be raised informally, and dealt with quickly

Our aims are to:

 

• Resolve informal concerns quickly

• Keep matters low-key

• Enable mediation between the complainant and the individual to whom the complaint has been referred

This policy ensures that we welcome compliments and provide guidelines for dealing with complaints from members of the public about our services, facilities, staff and volunteers.

2. DEFINITIONS

A compliment is an expression of satisfaction about the standard of service we provide. 

A complaint is defined as any expression of dissatisfaction, however, it is expressed. This would include complaints expressed face to face, via a phone call, in writing, via email or any other method. All staff should have sufficient knowledge to be able to identify an “expression of dissatisfaction” even when the word “complain” or “complaint” is not used. 

3. PURPOSE

We are always glad to hear from people who are satisfied with the services we offer.  All compliments are recorded, acknowledged, and a copy is sent to the relevant service manager to provide feedback to the member of staff or service.

4. COMPLAINTS

The formal complaints procedure is intended to ensure that all complaints are handled fairly, consistently and wherever possible resolved to the complainant's satisfaction.

5. RESPONSIBILITIES

Harmonising Ltd’s responsibility will be to:

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• Acknowledge the formal complaint in writing;

• Respond within a stated period of time;

• Deal reasonably and sensitively with the complaint; and

• Take action where appropriate.

A complainant's responsibility is to:

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• Bring their complaint, in writing, to Harmonising Ltd’s attention normally within 2 weeks of the issue arising;

• Raise concerns promptly and directly with a member of staff at Harmonising Ltd;

• Explain the problem as clearly and as fully as possible, including any action taken to date;

• Allow Harmonising Ltd a reasonable time to deal with the matter, and

• Recognise that some circumstances may be beyond Harmonising Ltd’s control.

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6. CONFIDENTIALITY 

Except in exceptional circumstances, every attempt will be made to ensure that both the complainant and Harmonising Ltd maintain confidentiality. However the circumstances giving rise to the complaint may be such that it may not be possible to maintain confidentiality (with each complaint judged on its own facts). Should this be the case, the situation will be explained to the complainant.

7. COMPLAINTS PROCEDURE

Written records must be made by Harmonising Ltd at each stage of the procedure.

Stage 1

In the first instance, staff member(s) must establish the seriousness of the complaint. An informal approach is appropriate when it can be achieved. But if concerns cannot be satisfactorily resolved informally, then the formal complaints procedure should be followed.

Stage 2

If the complaint cannot be resolved informally, the member of the public should be advised that a formal complaint may be made and the following procedure should be explained to them. It may sometimes be appropriate for a different member of staff, preferably a member of the Management Team, to make this explanation.

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• A formal complaint can be made either verbally or in writing. If in writing the attached form should be used. If verbally, a statement should be taken by a member of the Management Team, staff member or a supervisor. 

• In all cases, the complaint must be passed on to Daniel Henley. In the event of a complaint about Daniel Henley the complaint should be passed to Leah Kennie.

• Daniel Henley or Leah Kennie, depending on the nature of the complaint, must acknowledge the complaint in writing within one week of receiving it.

• One of the above will investigate the complaint. Any conclusions reached should be discussed with the staff member involved and their Line Manager.

• The person making the complaint will receive a response based on the investigation within four weeks of the complaint being received. If this is not possible then a letter must be sent explaining why.

Stage 3

If the complainant is not satisfied with the above decision then a meeting of the directors will be convened to re-assess the decision.
The sub-group will examine the complaint and may wish to carry out further interviews, examine files / notes. They will respond within four weeks in writing. Their decision will be final.

Dates of adoption & review

The Terms & Conditions of Sale and Compliments and Complaints Procedure were adopted on 15/03/2025 and will be reviewed by 14/03/2026