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Our Terms & Conditions

The following terms and conditions apply to all relationships between you (the client) and A New Normal Ltd (the provider). By commissioning us to work on a project, you are agreeing to these terms in connection with our services. 


It is not necessary for any client to have signed an acceptance of these terms and conditions for them to apply. If a client accepts a quote then the client will be deemed to have satisfied themselves as to the terms applying and have accepted those terms and conditions in full.


Please read these terms and conditions carefully. Any purchase or use of our services implies that you have read and accepted our terms and conditions.


Quoting for our work

The estimated cost of a project with a proposal of the work to be completed (the scope) will be quoted in advance. It will include the cost for work to be completed as well as the expected cost of any subcontracted services (such as a DE&I survey or video editing).


All quotes are valid for 30 days, once this time has elapsed, the project may need to be requoted. 


Charging for our work


The final scope and costs will be defined in a Scope of Services document that will be agreed to in writing by the Client. 

The final cost of a project will vary from the agreed cost in the Scope of Services document if:

  • changes made by the client to the project are significantly different from the agreed Scope of Services.

  • the client delays, defaults or otherwise significantly disrupts the project and its agreed timescales. 

  • there are unexpected increases in our overheads or expenses. In this event, we will do our best to give you as much notice as possible. 

  • circumstances occur that are not reasonable within our control.


In such circumstances, we will advise you of any increase in costs before charging. 


Payment terms


We will charge a 30% non-refundable deposit upon agreement of the Scope of Services and require a purchase order number before starting any project work. The deposit is non-refundable should the project be cancelled and is payable upon receipt of the invoice.


We charge the remainder of the costs in the month they occur (minus 30%). As part of our project launch process, we will confirm to you the amounts forecast to be billed in each month. 


Ad-hoc Consultancy - In the event that the client requires additional consultancy outside of the scope of the agreed plan, we will charge £200 per hour and bill for those hours at the end of the month in which the work is undertaken. If the client wishes to set a limit for this kind of additional consultancy, we can discuss and include in an addendum to this Scope of Service.


All invoices will be due for payment within 30 days of receipt by bank transfer except for the deposit payment which is payable upon receipt. 


All costs provided exclude VAT and any travel expenses


Legal rights for the project work


While the project is underway, the copyright and other intellectual property rights in connection with our work on client’s projects belong to us alone. 


Where we are providing podcasts or videos to the client it is for their internal use only and can only be used externally with the explicit agreement in writing from A New Normal Ltd.  


For bespoke podcasts or videos, once a project is complete and our invoices have been paid in full, all rights are transferred to the client. You do not have the right to the original files and A New Normal Ltd retains the rights to unused concepts/ideas that have been generated throughout the project.*

Cancellation of project


We have the right to cancel any commitments we have made:

  • if you break any of your obligations under this agreement

  • if you substantially change or call a halt to a project while it is still in progress


If you do break your commitments, or if we cancel our commitments, you will immediately be responsible for paying any fees or expenses resulting from us carrying out your instructions up until the date of cancellation.


If you cancel a project, or place it on hold indefinitely, at any stage, we may invoice you in full: 

  • for all the work we have done up until that point, at our quoted rate

  • for any costs we face for outside suppliers already ordered for that project.


If you call a halt to a project before it is completed, you have no rights in the work we have done so far nor can you make use of our work or exploit it in any way. 

Cancellations and changes to sessions and impact on reports

"Sessions" is a general term we use to cover any discovery, education or coaching work with either a client group or individual. 


We will hold dates for you for any sessions for a period of two weeks after which, if not confirmed by you, we reserve the right to release those dates for other clients. 


Where 1-2-1 coaching is undertaken by a coachee who is not the budget holder, the coachee agrees to accept any cross-charge should there be any changes or cancellations made by them of their session. A New Normal will take responsibility for ensuring the coachee is aware and agrees. 



Our group sessions are designed to maximise learning and engagement for the attendees and as such, we have defined parameters for the number of people we can accommodate at each type of session. The minimum and maximum number of attendees will be outlined in the Scope of Services. On the day, if the minimum number of attendees for the session is not met, we reserve the right to cancel that session and charge 100% of the cost. This is to preserve the learning experience of attendees. Any replacement session that is required will also be charged at the full rate. 


Some of our projects include reports which depend on the timely delivery of sessions detailed above for their input. Should any cancellations or postponements of workshops affect the delivery date of a report, a cancellation fee of 50% of the report cost will be applied. 


We also reserve the right to charge our project management fee on top of all the costs (15%) detailed above to cover the time taken to administer changes/cancellations. 

Once sessions are booked with us, any changes or cancellations will be subject to the following charges: 

  • For sessions cancelled or postponed 21 working days or more in advance: No charge

  • For sessions cancelled or postponed within 20 working days of date: 50% of session cost

  • Cancelled or postponed within 10 working days: 75% of session cost

  • Cancelled or postponed within 5 working days: 100% of session cost

We also reserve the right to charge our project management fee on top of these costs (15%) to cover the time taken to administer these changes. 

Our right to subcontract 


We are entitled to subcontract any of the work to be carried out on your project. The project will be done under our supervision and to our standards.


Data Protection


All information that we hold concerning you will be held and processed by A New Normal Ltd in strict accordance with our Data Protection policy (available on request).


A New Normal Ltd will not at any time or in any manner, either directly or indirectly, use for our personal benefit or divulge, disclose or communicate in any manner any information that is proprietary to the client. We will act reasonably to protect such information and treat it as strictly confidential.

Terms and Conditions

These terms and conditions of business supersede any previous versions and apply to all present and future projects unless otherwise agreed in writing. A New Normal Ltd reserves the right to change or modify these terms at any stage with immediate effect. By agreeing to these terms, your statutory rights are not affected.

* Only in the case of bespoke client deliverables. In all other cases, A New Normal Ltd retains ownership. This will be made clear in the Scope of Services.

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