CUSTOMER CONDUCT POLICY

This Customer Conduct Policy (“Policy”) was published in July 2026. It is incorporated by reference into, and forms part of, our Terms of Service, including Section 9 (Prohibited Uses, Code of Conduct and Lateness). Capitalised terms not defined here have the meaning given in our Terms of Service. In this Policy, “Customer” means the same thing as “User” as defined in our Terms of Service.

1. ZERO TOLERANCE

EdgeMind Solutions Limited (“EdgeMind Solutions”, “we”, “us”, “our”) operates a strict, zero-tolerance policy toward abusive, threatening, discriminatory, or disruptive conduct. This standard applies without exception to every Service, Session, class, workshop, coaching call, event, digital platform, and communication channel we operate, and to every interaction with our staff, coaches, trainers, contractors, and other Customers, whether in person, online, by phone, or in writing.

We will not tolerate conduct that endangers, intimidates, harasses, or demeans any person connected with our business. We reserve the right to enforce this Policy immediately, without warning, and at our sole and absolute discretion.

2. PROHIBITED CONDUCT

The following conduct is strictly prohibited and will be treated as a material breach of these Terms of Service:

Violence and threats — any act or threat of physical violence, intimidation, or aggression directed at any person, whether express or implied.
Harassment and abuse — any harassing, abusive, humiliating, demeaning, or bullying conduct, whether verbal, written, physical, or online, including repeated unwanted contact after being asked to stop.
Sexual harassment and misconduct — any unwelcome sexual comment, advance, contact, or conduct of a sexual nature directed at our staff, coaches, trainers, or any other Customer.
Discrimination — any conduct that harasses, excludes, or demeans any person on the basis of gender, gender identity, sexual orientation, religion, ethnicity, race, age, national origin, disability, or any other protected characteristic.
Intimidation of staff — any conduct intended to intimidate, coerce, or pressure our staff, coaches, or trainers, including aggressive complaints, shouting, or repeated hostile communication.
Intoxication — attending or attempting to attend a Session under the influence of alcohol or drugs, as already provided for in Section 9(2)(1) of our Terms of Service.
Disruption — any conduct that disrupts, obstructs, or materially impedes the delivery of a Session or the experience of other Customers, including persistent lateness that disrupts a group Session, refusal to follow reasonable instructions from a coach or trainer, or deliberately derailing a class.
Breach of confidentiality — disclosing, repeating, recording, or distributing any personal, emotional, or sensitive information shared by another Customer during a Session, in breach of Section 21(o) (Confidentiality) of our Terms of Service.
Unauthorised recording or AI use — recording a Session or inputting any Recorded Material or Our Content into an AI Tool in breach of Section 13 and Section 20 of our Terms of Service, or our Recording, Confidentiality & AI Use Policy.
Fraud and payment abuse — providing false payment information, filing a fraudulent chargeback, or otherwise attempting to obtain our Services without payment.
Impersonation and misrepresentation — impersonating another person, misrepresenting your identity or credentials, or fraudulently misrepresenting your reasons for booking a Service.
Damage to property — damaging, tampering with, or misusing any physical or digital property belonging to EdgeMind Solutions, its staff, or other Customers.

This list is illustrative and not exhaustive. We reserve the right to determine, in our sole discretion, whether conduct not expressly listed above nonetheless breaches the spirit of this Policy.

3. THE NATURE OF OUR WORK REQUIRES RESPECT

Our Services, including coaching delivered using the Beck Emotional Access Technique® (BEAT™), routinely involve participants sharing emotionally vulnerable, personal material in front of a coach or other Customers. This makes the standards in this Policy especially important. You must:

Treat every disclosure made by another Customer during a Session as confidential and refrain from repeating, mocking, judging, or exploiting it, whether during or after the Session.
Refrain from any conduct that could reasonably cause another Customer to feel unsafe disclosing personal or emotional material.
Immediately comply with any instruction from a coach or trainer intended to protect the emotional safety of the group.

A breach of this Section 3 will be treated with particular severity given the vulnerability of the material and participants involved.

4. CONSEQUENCES

Immediate removal. We may remove you from a Session, class, course, or Service immediately and without notice if, in our sole judgment, you have breached this Policy.
No refund. Removal or termination under this Policy does not entitle you to any refund, in whole or in part, except where and to the extent a refund is required by law.
Permanent ban. We may permanently ban you from our Platform and all future Services. You are not entitled to create a new Account or attempt to access our Services under a different name or identity following a ban, and doing so is itself a further breach of this Policy and our Terms of Service.
No obligation to explain. We are under no obligation to give advance warning, a detailed explanation, or an opportunity to respond before taking action under this Policy, save where required by law.
Reporting to authorities. Where conduct may constitute a criminal offence, we reserve the right to report the matter to the police or other relevant authority, and to provide them with any information reasonably required, including your Account details and any relevant Recorded Material.
Indemnity and cost recovery. You agree to indemnify us in accordance with Section 18 of our Terms of Service for any loss, damage, or cost — including legal fees — arising from your breach of this Policy. Where we incur costs replacing or repairing damaged property, or compensating affected staff or Customers, we reserve the right to recover those costs from you.
No tolerance for retaliation. Any attempt to retaliate against a member of staff, coach, trainer, or another Customer for reporting a breach of this Policy is itself a serious breach of this Policy and will be treated accordingly.

5. REPORTING A CONCERN

If you experience or witness conduct that may breach this Policy, please report it immediately to courses@edgemindsolutions.com. We will treat all reports seriously and take appropriate action at our discretion. Where appropriate, we will keep the identity of the person reporting confidential, save where disclosure is required by law or necessary to investigate the matter fairly.

6. OUR DISCRETION IS FINAL

Determinations under this Policy are made at our sole and absolute discretion. This Policy does not create, and should not be read as creating, any right to a hearing, appeal, or particular process before action is taken, except to the extent required by law.

7. RELATIONSHIP TO OTHER POLICIES

This Policy supplements, and does not replace, Section 9 (Prohibited Uses, Code of Conduct and Lateness), Section 18 (Disclaimer of Warranties; Limitation of Liability and Indemnity), Section 20 (Consent to be Photographed, Filmed and Recorded; Restrictions on Recording by Users), Section 21(o) (Confidentiality), and Section 22 (Termination) of our Terms of Service, our Recording, Confidentiality & AI Use Policy, and any other policy referenced in our Terms of Service. Where this Policy and another policy both apply, the more restrictive provision applies.

8. AMENDMENT

We may update this Policy from time to time by publishing a new version on our Website. Your continued use of our Services following the posting of any changes constitutes acceptance of those changes.

9. CONTACT

Questions about this Policy should be addressed to courses@edgemindsolutions.com or to our registered address, 451 Wick Lane, Room 304, The Permanite Building, London, England, E3 2TB.