Terms & Conditions

Last updated: 24 September 2026

These Terms & Conditions apply to services provided by Inclusive Hospitality Co and Inclusive Hospitality Company, both trading names of Elaine Hughes Consultancy Ltd, registered in England and Wales, Company No. 13411137.

In these Terms & Conditions, “Inclusive Hospitality Co”, “Inclusive Hospitality Company”, “we”, “us” and “our” refer to Elaine Hughes Consultancy Ltd.

By engaging us to provide services, you agree to these Terms & Conditions together with any proposal, statement of work, booking confirmation, invoice or other written agreement relating to the engagement.

Where a project-specific proposal or contract contains terms that differ from these Terms & Conditions, the project-specific agreement will take priority for that engagement.

1. Our services

We provide accessibility strategy, consultancy, accessibility reviews and audits, guest-experience strategy, training, workshops, strategy sessions, Content Days, speaking and advisory services for venues, hospitality businesses and related organisations.

The exact scope of work, deliverables, fees and anticipated timescales will be confirmed in writing before work begins.

Our recommendations are based on the information available to us at the time and the agreed scope of the engagement.

Unless specifically agreed in writing, our services do not constitute legal, architectural, building-control, medical, financial or regulatory compliance advice.

2. Proposals and bookings

A proposal or quotation is not considered accepted until the client confirms acceptance in writing or makes the required initial payment.

Any validity period for a proposal will be stated within that proposal.

Project dates, Content Days, training dates, workshops, strategy days, site visits, speaking engagements and other delivery capacity are not normally secured until the required initial payment has been received.

Any changes to the agreed scope must be discussed and agreed before additional work is undertaken.

Significant additions or changes to scope may result in additional fees.

3. Fees and payment

Unless otherwise agreed in writing, projects are invoiced on the following basis:

50% of the agreed project fee is payable before work begins.

The remaining 50% is payable on completion of the agreed work and before final deliverables are released.

Alternative arrangements, including staged payments, instalments, retainers or bespoke payment schedules, may be agreed for larger projects, programmes or ongoing engagements and will be confirmed in writing.

Unless otherwise stated in a proposal, contract or invoice, invoices are payable within 7 days of the invoice date.

Payments may be accepted by bank transfer or through approved online payment providers, including Stripe.

Where a third-party payment provider is used, payment information may be processed by that provider in accordance with its own terms and privacy practices.

The client is responsible for ensuring payments are completed.

Where a payment fails, is reversed, disputed, charged back or otherwise not completed, the underlying amount remains payable unless the payment has been formally cancelled, waived or refunded by us.

Work will not normally begin until the required initial payment has been received.

We reserve the right to pause work, postpone delivery, withhold final deliverables or suspend further services where payment is overdue.

The client remains responsible for any undisputed amounts properly due.

For qualifying business-to-business transactions, overdue sums may be subject to statutory interest and applicable recovery charges in accordance with relevant late-payment legislation.

4. Advance payments and work already completed

An initial payment reserves project capacity and enables preparation and work to begin.

Once work has begun, the initial payment should not be treated simply as a refundable booking deposit. It contributes towards preparation, research, reserved capacity, administration and work undertaken.

If a client cancels after work has started, the client remains responsible for the value of work already completed and any reasonable costs already incurred.

Where the value of work completed exceeds the initial payment received, the additional amount may be invoiced.

Any different arrangements applying to a particular engagement will be stated in the relevant proposal, contract or booking confirmation.

5. Cancellations and rescheduling

If you need to cancel or reschedule a consultation, site visit, Content Day, training session, workshop, strategy day, speaking engagement or other booked service, you should provide as much notice as reasonably possible.

Where a delivery date needs to be moved, we will make reasonable efforts to offer another suitable date, subject to availability.

Where substantial preparation has already taken place, work has already been completed, third-party costs have been incurred or time has been specifically reserved and cannot reasonably be reallocated, charges may still apply.

Any project-specific cancellation or rescheduling charges will be set out in writing where relevant.

Where third-party bookings, travel or accommodation are non-refundable, those costs may remain payable if the client cancels or reschedules.

If we need to reschedule a booked service, we will offer an alternative date or make another reasonable arrangement.

Further information is available in our Refund & Cancellation Policy.

6. Travel and expenses

Unless expressly included in the quoted fee, reasonable travel, accommodation and other agreed out-of-pocket expenses incurred in delivering services will be charged in addition to professional fees.

These may include:

• rail fares

• mileage

• taxis

• accessible transport

• parking

• accommodation

• venue charges

• flights and transfers

• visas or other international travel requirements

• other reasonable costs necessary to deliver the engagement

Where overnight accommodation, specialist transport or other significant travel arrangements are required, these will normally be agreed with the client in advance.

Travel and accommodation may require advance payment.

Where travel or accommodation has been booked specifically for an engagement and is non-refundable or subject to cancellation charges, the client remains responsible for those costs where the engagement is cancelled or rescheduled by the client.

Accessibility-related travel requirements

Where an engagement requires travel, accommodation or venue access, reasonable accessibility requirements necessary for the consultant to deliver the service must be taken into account when arrangements are made.

Where appropriate, costs associated with accessible transport, suitable accommodation, support or other reasonable access requirements required for delivery may form part of the engagement expenses.

7. Client responsibilities

The client agrees to provide the information, materials, access and cooperation reasonably required for the agreed work.

This may include access to websites, booking journeys, policies, premises, members of staff, systems, documentation or other relevant information.

The client is responsible for ensuring information provided to us is accurate and complete to the best of their knowledge.

Where delivery is delayed because required information, approvals or access have not been provided, agreed timescales may need to change.

Additional work created by significant changes to scope, repeated revisions or new requirements may be quoted and charged separately.

8. Accessibility reviews, audits and recommendations

Accessibility reviews, audits and consultancy are intended to identify barriers, opportunities and practical improvements within the agreed scope.

No review, audit or assessment can guarantee that a venue, website, service or organisation will meet every individual access requirement.

Disabled and neurodivergent people have different needs and experiences. Accessibility should therefore be treated as an ongoing area of business practice rather than a one-off guarantee of universal accessibility.

The client remains responsible for deciding which recommendations to implement and for obtaining specialist legal, architectural, technical, health-and-safety, building-control or regulatory advice where required.

Any scoring, assessment or benchmarking provided as part of our work reflects the agreed methodology and information available at the time of assessment.

Such scoring should not be treated as a guarantee of legal compliance or universal accessibility.

9. Training, workshops and presentations

Training, workshops and presentations are provided for the organisation and participants specified in the booking.

Unless agreed otherwise in writing, sessions and associated materials may not be recorded, reproduced, republished, resold, redistributed or delivered to third parties.

Training is designed to develop awareness, knowledge, confidence and practice. It does not replace specialist legal, medical, HR or regulatory advice.

Where participant numbers, format, location or delivery requirements change substantially after booking, additional charges may apply.

10. Content Days

Content Days may include photography, videography, venue access, styling, creative direction, accessibility consultancy, supplier participation, models, contributors or other third-party services depending on the agreed scope.

The specific deliverables, participants, usage rights, timings, location and fees for each Content Day will be confirmed in the relevant proposal, booking confirmation or contract.

Where third-party suppliers are involved, their availability, cancellation terms, licences and other conditions may also apply.

Booking fees, deposits and third-party costs already committed or incurred in relation to a Content Day may be non-refundable.

Any image, video or other content usage rights included within the booking will be confirmed in writing.

Participation in or payment for a Content Day does not automatically transfer copyright or grant unlimited usage rights.

Where photographers, videographers, models, contributors, venues or other suppliers impose restrictions on use of content, those restrictions will apply.

Participants are responsible for complying with any agreed usage licences or restrictions.

We are not responsible for delays, cancellations or changes caused by third-party suppliers, venues, weather conditions or other circumstances outside our reasonable control.

Where possible, we will make reasonable efforts to agree an alternative arrangement.

11. Intellectual property

Unless otherwise agreed in writing, all intellectual property created or owned by Elaine Hughes Consultancy Ltd before or independently of a client engagement remains the property of Elaine Hughes Consultancy Ltd.

This includes, without limitation:

• F’AIRE™, Access All Aisles, proprietary frameworks, methodologies, assessment approaches, training materials, presentations, templates, workshop content, written resources, processes, models, tools and original consultancy materials.

• Copyright in original written, visual, training, educational and framework materials remains with Elaine Hughes Consultancy Ltd unless expressly transferred in writing.

• Payment for consultancy, audits, advisory work, training or other services does not transfer ownership of our underlying intellectual property.

• Once all agreed fees have been paid, clients may use project-specific reports and deliverables internally for the purpose for which they were supplied.

• Clients may not reproduce, adapt, publish, sell, licence, distribute, teach from, commercially exploit or provide our proprietary materials to third parties without prior written permission.

Where material has been specifically created for a client and ownership is intended to transfer, this will be stated expressly in the relevant proposal or contract.

12. Confidentiality

Both parties agree to treat confidential business information obtained during an engagement appropriately.

Confidential information will not be disclosed to third parties unless disclosure is reasonably necessary for delivery of the agreed services, permission has been given by the relevant party, or disclosure is required by law.

This obligation does not apply to information already lawfully in the public domain.

13. Client names, testimonials and case studies

We will not knowingly publish confidential client information.

We will seek permission before using a client’s name, logo, testimonial or identifiable project details in marketing, publicity or case-study material unless permission has already been included in a separate written agreement.

Anonymised learning, aggregated information or general insights may be used where they do not identify the client or disclose confidential information.

14. Third-party services

Our work may refer to, recommend or involve third-party platforms, software, contractors, suppliers or services.

This may include payment processors such as Stripe, website platforms, booking systems, email providers, venues, photographers, videographers, creative suppliers and specialist external professionals.

We are not responsible for the availability, performance, accessibility, security, pricing, policies or actions of third-party providers outside our reasonable control.

Where a client chooses to purchase or use a third-party service, the contractual relationship for that service is normally between the client and the third-party provider.

Where payments are processed through a third-party provider such as Stripe, we do not directly store full payment card details processed by that provider.

15. Limitation of liability

We will provide our services with reasonable care and skill.

Nothing in these Terms & Conditions excludes or limits liability where it would be unlawful to do so.

Subject to applicable law and any different terms agreed in writing, Elaine Hughes Consultancy Ltd will not be responsible for indirect or consequential losses, loss of anticipated profits, loss of business opportunity or losses arising from decisions or actions taken by the client outside the agreed scope of our work.

Our work is advisory in nature.

The client remains responsible for business, operational, regulatory and implementation decisions made as a result of our recommendations.

Commercial outcomes

Our consultancy, reviews, audits, training and recommendations are intended to support improved accessibility, guest experience and commercial decision-making.

However, we do not guarantee any particular increase in bookings, revenue, profit, enquiries, conversion rates or other financial or commercial outcome.

Commercial results depend on factors outside our control, including implementation of recommendations, pricing, marketing, market conditions, operational decisions, customer demand and actions of third parties.

The client remains responsible for evaluating and implementing recommendations.

16. Events outside our reasonable control

We will not be responsible for delays or failure to perform obligations caused by events outside our reasonable control.

Where such circumstances affect delivery, we will communicate with the client and take reasonable steps to minimise disruption.

17. Ending an engagement

Either party may end an engagement where the other party commits a serious breach of the agreement and does not remedy that breach within a reasonable period after being asked to do so.

We may also pause or terminate an engagement where:

• invoices remain unpaid

• necessary cooperation or information is repeatedly withheld

• agreed access is not provided

• continuing the engagement would be unlawful, unsafe or professionally inappropriate

• Ending an engagement does not remove the client’s responsibility to pay for work already completed or reasonable costs already incurred.

Any final materials due to the client may be withheld until outstanding invoices have been paid.

18. Refunds

Because many of our services involve reserved consultancy time, research, preparation and bespoke work, refunds are assessed according to the stage the engagement has reached and the work already undertaken.

Where a refund is due, it will take account of work already completed, reasonable costs incurred and any specific terms agreed for the engagement.

Separate refund or cancellation terms may apply to particular workshops, Content Days, programmes, events, digital products or other services and will be stated at the point of purchase or within relevant booking information.

Where a project-specific proposal, contract or booking confirmation contains different cancellation or refund terms, those project-specific terms will apply.

Nothing in these Terms & Conditions removes statutory rights that cannot lawfully be excluded.

Further information is available in our Refund & Cancellation Policy.

19. Consumer clients

Inclusive Hospitality Co and Inclusive Hospitality Company primarily provide services to businesses and organisations.

Where an individual contracts with us as a consumer rather than for purposes relating to their trade, business or profession, additional statutory rights may apply.

Where applicable, consumers purchasing services at a distance may have statutory cancellation rights.

Where a consumer expressly asks us to begin delivering services during an applicable statutory cancellation period, they may be required to pay for services properly supplied before cancellation, where permitted by law.

Additional rules may apply where digital content is supplied immediately.

Nothing in these Terms & Conditions is intended to restrict consumer rights that cannot legally be excluded.

For more information, please see our Refund & Cancellation Policy.

20. Complaints

If you are unhappy with any aspect of our service, please contact us as soon as possible so that we have the opportunity to understand and address the issue.

We will aim to deal with concerns fairly and within a reasonable timeframe.

General service enquiries and complaints:

info@inclusivehospitalitycompany.com

Billing and payment enquiries:

accounts@inclusivehospitalitycompany.com

21. Data protection and privacy

Personal information is handled in accordance with our Privacy Policy.

Inclusive Hospitality Co and Inclusive Hospitality Company are trading names of Elaine Hughes Consultancy Ltd.

Elaine Hughes Consultancy Ltd is registered with the Information Commissioner’s Office under registration number ZB675460.

Where third-party providers are used to deliver services, process payments, manage bookings, host websites or communicate with clients, personal information may be processed by those providers where necessary for those purposes.

Further information is available in our Privacy Policy.

22. Changes to these Terms & Conditions

We may update these Terms & Conditions from time to time to reflect changes to our business, services, systems or legal obligations.

Unless otherwise agreed, the version applying to a particular engagement will normally be the version in force when that engagement was agreed.

23. Governing law

The laws of England and Wales govern these Terms & Conditions and any dispute or claim arising from them.

The courts of England and Wales have jurisdiction, subject to any applicable statutory rights.

24. Contact

Inclusive Hospitality Co / Inclusive Hospitality Company

Trading names of

Elaine Hughes Consultancy Ltd

Company No. 13411137

ICO Registration No. ZB675460

General enquiries

info@inclusivehospitalitycompany.com

Billing and payment enquiries

accounts@inclusivehospitalitycompany.com

Customer Support

www.inclusivehospitalitycompany.com/customer-support