Legal and Compliance
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Elmway Education Ltd is a company registered in England and Wales.
Company number: 15102606Registered office: 33-35 Exchange Street, Driffield, England, YO25 6LL
Email: support@elmwayeducation.co.uk
Website: www.elmwayeducation.co.uk
Elmway Education Ltd is a private limited company. -
Last updated: 01/11/26
Elmway Education Ltd respects your privacy and is committed to protecting your personal information.
This Privacy Notice explains how we collect, use, store and protect personal information when you visit our website, contact us, purchase or book a service, or work with us.
1. Who we are
Elmway Education Ltd is a company registered in England and Wales.
Company number: 15102606
Registered office: 33–35 Exchange Street, Driffield, England, YO25 6LL
Email: info@elmwayeducation.co.uk
Website: www.elmwayeducation.co.ukElmway Education Ltd is the data controller for information collected through its website and directly from its own clients.
When delivering services under contract to a local authority, school, multi-academy trust or other organisation, our responsibilities may differ depending on the agreed arrangements. We comply with the relevant contractual and data protection requirements.
2. What personal information we collect
Depending on the service, we may collect:
Your name, email address, telephone number and other contact details
Information supplied through website enquiries and booking forms
Employment history, CVs, job applications, supporting statements and interview preparation documents
Information about your professional role, leadership responsibilities and development priorities
Education-related information supplied when requesting parental support or consultancy
Booking, purchase and payment records
Correspondence, coaching notes and feedback
Website usage and cookie information
Some education-related enquiries or consultancy work may involve information about children, families, special educational needs, disabilities or safeguarding matters.
We aim to collect only information reasonably necessary for the service. Where sensitive or special category personal information is involved, we apply the additional legal requirements and safeguards appropriate to that information.
Please avoid sending sensitive personal information that is not relevant to your enquiry or the service being provided.
3. How we use your information
We use personal information to:
Respond to enquiries and requests for information
Deliver education consultancy, professional coaching, mentoring and parental guidance services
Review applications and provide personalised feedback
Arrange appointments and conduct online meetings
Process purchases, instalment payments and subscriptions
Communicate about services you have purchased
Maintain appropriate business and financial records
Improve our services and website
Send marketing communications where legally permitted
Meet our legal and regulatory responsibilities
We do not sell your personal information.
4. Our lawful basis for processing information
We process personal information only where we have an appropriate lawful basis under UK data protection law.
Depending on the circumstances, this may include:
Contract: Where information is necessary to provide a service you have purchased or requested.
Legitimate interests: Where necessary to manage enquiries, operate our business, maintain appropriate records, protect our systems or manage professional relationships, provided those interests are not overridden by your rights.
Legal obligation: Where information must be retained or disclosed to meet legal requirements.
Consent: Where consent is required, including certain marketing activities or non-essential cookies.
Where special category personal information is processed, we identify an additional legal condition as required by UK data protection law.
Certain information, such as contact details and relevant service documents, is necessary for us to arrange and deliver purchased services. Without it, we may be unable to provide the service requested.
5. How we share and process information
We use trusted third-party providers to operate our business and deliver services. These may include:
Squarespace, for website hosting, enquiries, online purchasing and customer records
Microsoft 365, including Outlook, Bookings and Teams, for email, appointment scheduling, document handling and online meetings
Payment processing providers, for managing purchases and recurring payments
Email marketing service providers, where applicable
Professional advisers, including accountants and legal advisers
Relevant public authorities where disclosure is legally required or otherwise lawful
We share only the information necessary for the relevant purpose and take reasonable steps to ensure appropriate contractual and security safeguards are in place.
Some service providers may process or access information outside the United Kingdom. Where international transfers occur, we comply with applicable UK data protection requirements, including the use of appropriate transfer mechanisms and safeguards. You may contact us for further information.
6. Confidentiality of coaching and consultancy
We recognise that professional coaching, mentoring and education consultancy may involve sensitive or confidential discussions.
Information shared during individual coaching and mentoring is handled confidentially, subject to applicable legal, safeguarding and contractual obligations.
Where an employer or organisation funds coaching, any agreed reporting arrangements and the boundaries of confidentiality will be explained in advance.
7. How long we keep your information
We retain personal information only for as long as reasonably necessary for the purposes for which it was collected.
Retention depends on the type of information, the service provided, the duration of the client relationship and any legal, accounting, contractual or professional obligations.
Financial and transaction records are retained in accordance with applicable legal and accounting requirements.
Working documents, such as CVs, application drafts, coaching materials and feedback, are reviewed in accordance with our retention arrangements and securely deleted or anonymised when no longer required.
We regularly review the information we hold to avoid unnecessary retention.
8. Cookies and website analytics
Our website uses cookies and similar technologies to support its operation and, where enabled, help us understand how visitors use it.
Where consent is required for non-essential cookies, we will request it through our website's cookie controls.
You can manage your cookie preferences through the available controls and your browser settings.
9. Marketing communications
We may send information about our services, resources or professional development opportunities where you have consented or where otherwise permitted under applicable law.
Signing up for marketing communications is separate from purchasing a service.
You can unsubscribe from marketing emails at any time using the unsubscribe link provided or by contacting us.
We do not sell or share customer contact details with third parties for their own marketing purposes.
10. Your data protection rights
Under UK data protection law, you may have the right to:
Request access to personal information we hold about you
Ask us to correct inaccurate or incomplete information
Request deletion of information in certain circumstances
Request restriction of certain processing
Object to certain uses of your information
Request transfer of your information where applicable
Withdraw consent where processing relies on consent
You have the right to object to the use of your personal information for direct marketing at any time.
These rights are subject to applicable legal conditions and exemptions.
To exercise your rights or raise a privacy concern, please contact:
You also have the right to complain to the Information Commissioner's Office (ICO) at www.ico.org.uk.
11. Keeping your information secure
We take appropriate technical and organisational measures to protect personal information against unauthorised access, accidental loss, misuse or disclosure.
We use established business systems and limit access to personal information according to operational need.
No method of electronic communication or storage can be guaranteed to be completely secure. We encourage clients to avoid sharing unnecessary sensitive information through ordinary email.
12. Changes to this Privacy Notice
We may update this Privacy Notice to reflect changes in our services, operational arrangements or legal requirements.
The latest version will be published on our website, with the date of the most recent update.
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Last updated: 01/05/2026
This website is operated by Elmway Education Ltd.
Our website is built and hosted using Squarespace. Squarespace may use cookies and similar technologies to help the website work properly, keep it secure, understand website traffic, and improve the visitor experience.
Cookies are small text files placed on your device when you visit a website. Some cookies are necessary for the website to function. Others, such as analytics or marketing cookies, may require your consent.
We use a cookie banner to give visitors information about cookies and, where required, to allow visitors to accept, decline or manage non-essential cookies.
Types of cookies that may be used on this website include:
1. Essential cookies
These are needed for the website to work properly and cannot usually be switched off.
2. Analytics cookies
These help us understand how visitors use the website, such as which pages are visited. These cookies should only be used where consent has been given.
3. Marketing or third-party cookies
These may be used if we add third-party tools, embedded content, advertising features or similar services. These cookies should only be used where consent has been given.
You can manage your cookie choices through the cookie banner on our website. You can also control cookies through your browser settings.
For more information about how Squarespace uses cookies, please see Squarespace’s own cookie information.
If you have any questions about cookies on this website, please contact:
Elmway Education Ltd
Email: support@elmwayeducation.co.uk
This website is built and hosted using Squarespace, and some cookies are managed through Squarespace’s cookie and visitor data tools. Elmway Education Ltd remains responsible for explaining how cookies are used on this website and for giving visitors appropriate choices where required.
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Last updated: 01/11/26
These Terms & Conditions apply to services provided by Elmway Education Ltd through www.elmwayeducation.co.uk or through arrangements made directly with clients.
Please read these terms alongside our Cancellation & Refund Policy and Privacy Policy before purchasing a service.
By purchasing a service or entering into a consultancy agreement, you agree to the applicable Terms & Conditions.
1. About us
Elmway Education Ltd is a private limited company registered in England and Wales.
Company number: 15102606
Registered office: 33–35 Exchange Street, Driffield, England, YO25 6LL
Email: support@elmwayeducation.co.uk
Website: www.elmwayeducation.co.uk2. Our services
Elmway Education Ltd provides education consultancy, professional advice and guidance, career coaching, application and interview support, leadership development, coaching and mentoring, and related professional services.
Our services include:
Education consultancy and advisory support for schools, multi-academy trusts, local authorities and other organisations
Education advice, support and guidance for parents
Job application advice, coaching and written feedback
Interview preparation and coaching
Leadership progression and professional development
Leadership coaching and mentoring
CALM Conversations training and professional development
Other education-related services agreed with clients
The precise services provided depend on the package purchased or the terms of an individually agreed consultancy arrangement.
We provide professional advice, guidance and coaching but cannot guarantee admission, employment, an interview, appointment, promotion or any particular outcome.
3. ElevateEd coaching packages
Our ElevateEd programmes offer personalised career development, application and interview coaching, and leadership mentoring.
Application Advice & Support — £149
Includes one 45-minute individual coaching session and one detailed review of one draft application or supporting statement, with annotated written feedback and practical recommendations.
Interview Preparation & Coaching — £349
Includes two 60-minute individual coaching sessions, tailored interview preparation, practice and feedback for one identified role and selection process.
Application & Interview Support — £595
Includes one 45-minute application coaching session, one detailed annotated review of an application or supporting statement, and three 60-minute interview coaching sessions for one identified role and selection process.
12-Week Application & Interview Coaching — £1,295
Includes six 60-minute individual coaching sessions, an individual career review and development plan, up to three detailed application reviews, interview preparation for up to three selection processes, tailored resources, brief agreed email support and a final review.
Thrive — 12-Month Leadership Coaching & Mentoring — £4,500
Includes one introductory 90-minute leadership coaching session, eleven monthly 60-minute coaching and mentoring sessions, personalised leadership development, resources, CALM Conversations support and agreed brief support between sessions.
Full details of each programme are provided on the relevant product page.
Our packages include the services specifically described. Additional sessions, application revisions, preparation materials or other services are not included unless separately agreed.
4. Booking and payment
Services may be purchased through our website or arranged directly.
Payment is required in full unless an instalment payment arrangement, monthly subscription or other written payment agreement is offered.
Following a website purchase, clients receive an order confirmation and separate instructions for arranging coaching appointments.
Coaching appointments are subject to availability. Clients are responsible for allowing sufficient time before application, interview or other relevant deadlines.
The first online coaching appointment should normally take place at least 48 hours after purchase.
Prices may change for future customers, but changes will not affect the agreed price of an existing purchase.
Bespoke consultancy services will be subject to an agreed proposal, contract or written confirmation of fees and delivery arrangements.
5. Instalment payment arrangements
Selected ElevateEd programmes may be purchased through instalment payments.
Application & Interview Support — £595
First payment: £297.50
Second payment: £297.50
Total payable: £595
12-Week Application & Interview Coaching — £1,295
First payment: £435
Second payment: £430
Third payment: £430
Total payable: £1,295
Instalment payments spread the agreed purchase price over scheduled payments. They do not represent a discount or a recurring monthly coaching subscription.
Payment dates and amounts will be shown at checkout.
Subsequent instalments are ordinarily collected automatically through the payment provider.
Cancellation, refunds and any outstanding payments are governed by the Cancellation & Refund Policy and applicable consumer law.
If a scheduled payment fails, we will contact the client to seek an appropriate resolution.
6. Programme commencement and duration
For the 12-Week Application & Interview Coaching programme, the 12-week period begins on the date of the client's first coaching session.
For Thrive, the 12-month programme begins on the date of the client's first coaching session.
These commencement dates relate to the delivery of coaching, not the date of purchase or the schedule of payments.
The client and Elmway Education Ltd will agree an appropriate schedule of appointments within the programme period.
Clients are encouraged to book sessions with sufficient notice, taking account of their professional circumstances and our appointment availability.
Any request to extend a programme beyond its agreed duration will be considered individually. Extensions are not automatic.
7. Thrive — payment and programme arrangements
Thrive is a structured 12-month leadership coaching and mentoring programme.
The total programme price is £4,500.
Clients may choose between:
Payment in full: £4,500
Monthly subscription: £375 per month for 12 payments, totalling £4,500
The monthly subscription is a fixed 12-payment arrangement and is not intended to renew indefinitely.
Monthly payments are normally collected automatically by the payment provider according to the schedule confirmed at checkout. Payment dates may therefore differ from coaching appointment dates.
The programme includes one introductory 90-minute session followed by eleven monthly 60-minute sessions.
At the introductory session, we will explore the client's leadership priorities, agree development objectives and establish an appropriate schedule for the remaining sessions.
Where an employer or organisation funds the programme, payment responsibilities, development objectives and confidentiality arrangements will be clarified.
8. Thrive — early cancellation and refunds
Clients may cancel Thrive at any time by notifying Elmway Education Ltd in writing.
There is no early cancellation penalty.
If a client chooses to withdraw before completing the programme, they will pay only for coaching sessions already delivered.
For the purpose of calculating cancellation payments and refunds, each completed coaching session is valued at £375. This includes the introductory 90-minute session.
No payment is due for future coaching sessions that have not been delivered.
Where the client has paid in full:
We will calculate the value of coaching sessions already delivered and refund the balance of the programme fee.
Where the client is paying monthly:
We will arrange for future subscription payments to stop, calculate the value of sessions already delivered and refund any overpayment.
If the value of completed sessions exceeds the payments already collected, the client will be asked to pay only the outstanding value of those completed sessions.
There are no additional cancellation fees or penalties.
Refunds will be processed promptly, in accordance with our Cancellation & Refund Policy and applicable consumer law.
For example, where a client cancels after four coaching sessions, the amount payable is £1,500. A client who has paid the full £4,500 will receive a refund of £3,000.
These arrangements do not restrict any additional statutory cancellation or refund rights.
9. Notice following the first coaching session
We understand that clients may reconsider their circumstances or decide that a programme is not appropriate for their needs.
If a client decides not to continue after their first coaching session, we ask them to notify Elmway Education Ltd in writing within 48 hours of that session, where reasonably possible.
This allows us to discuss their decision, cancel future appointments where appropriate and arrange any payments or refunds due.
For Thrive, clients remain free to cancel at any later stage without penalty, paying only for sessions already delivered.
The 48-hour notification request does not remove or reduce statutory cancellation rights or any other cancellation rights expressly provided under these terms.
10. Statutory cancellation rights
Consumers purchasing services online will generally have a statutory right to cancel within 14 days after entering into the contract, subject to applicable exceptions.
This statutory period is calculated from the date of the contract, not the date of the first coaching session.
Where a consumer expressly requests that services begin during the statutory cancellation period, and the applicable legal requirements are met, they may be required to pay a proportionate amount for services already delivered before cancellation.
Where services have been fully performed during the statutory cancellation period following the consumer's express request and the necessary acknowledgement, the statutory cancellation right may end.
We will not treat acceptance of these Terms & Conditions alone as an express request to begin services during the cancellation period.
Any charge for work carried out during the statutory cancellation period will comply with applicable consumer law.
Nothing in these terms removes or limits statutory consumer rights.
Further information is provided in our Cancellation & Refund Policy.
11. Service delivery
Services may be delivered remotely, in person or through a combination of methods.
Online coaching sessions normally take place through Microsoft Teams.
Elmway Education Ltd will provide its services with reasonable care and skill.
Clients agree to provide accurate and timely information, documents and relevant details needed for effective preparation and delivery.
Where documents or information are provided late, this may affect the time available for preparation or the completion of agreed work.
We will communicate any significant delivery concerns and seek reasonable solutions.
12. Appointments, rescheduling and non-attendance
Appointments will be arranged through our booking system or by mutual agreement.
Clients who need to rearrange an appointment are asked to provide at least 24 hours' notice wherever possible.
We aim to respond reasonably and flexibly to changes in personal or professional circumstances.
Where a client fails to attend or cancels with less than 24 hours' notice, we may treat the appointment as used where reasonable, taking account of exceptional circumstances and applicable consumer rights.
This does not affect the client's statutory rights or Elmway Education Ltd's responsibilities where an appointment cannot proceed because of our own actions.
If we need to rearrange a session, we will contact the client and offer a reasonable alternative.
13. Client responsibilities
Clients purchasing job application or interview support are responsible for:
Checking application and selection requirements
Meeting application deadlines
Providing accurate and truthful information
Reviewing applications and supporting documents before submission
Submitting their own applications
Making their own professional and career decisions
Informing us promptly of interview dates and selection requirements
Clients receiving leadership coaching, consultancy or advisory support remain responsible for their own decisions, professional responsibilities and implementation of advice.
We provide guidance and professional support but do not make employment, recruitment, governance or operational decisions on behalf of clients unless specifically contracted to do so.
14. Academic honesty and professional integrity
Elmway Education Ltd is committed to honest, ethical and professional practice.
We provide advice, coaching, feedback and guidance to help clients present their own abilities, knowledge and experience effectively.
We do not knowingly assist clients to submit false, misleading, plagiarised or dishonest information.
We may decline or discontinue work where there is a reasonable concern about dishonest, unlawful or professionally inappropriate conduct, subject to applicable legal and contractual rights.
15. Confidentiality
We recognise that education consultancy, coaching and mentoring may involve confidential or sensitive information.
We will handle personal and professional information appropriately, in accordance with our Privacy Policy, applicable data protection law and relevant contractual obligations.
For employer-funded coaching, the boundaries of confidentiality and any agreed reporting arrangements will be explained.
Confidentiality is subject to applicable legal, professional and safeguarding obligations.
16. Written feedback, resources and intellectual property
Written feedback, coaching notes, templates, guides, resources and professional development materials are supplied for the purchasing client's personal or agreed internal organisational use.
They must not be sold, reproduced, published or commercially distributed without prior written permission, except where permitted by law or separately agreed.
Clients retain ownership of their own original application documents and other materials they provide.
Elmway Education Ltd retains intellectual property rights in its original website content, resources, training materials, professional frameworks, branding and the CALM Conversations Method™.
17. Website information and third-party services
We aim to ensure that information on our website is accurate and up to date.
Our website and service delivery may involve third-party platforms for online payments, email, appointment scheduling and online meetings.
We are not responsible for independently operated third-party website content. This does not affect our responsibility to deliver our own services with reasonable care and skill.
18. Liability
Elmway Education Ltd will provide services with reasonable care and skill.
We do not guarantee outcomes determined by employers, recruitment panels, educational institutions or other independent organisations.
We are not responsible for losses caused solely by a client's failure to provide accurate information, check requirements or meet deadlines, where those losses do not result from our breach of contract or legal duty.
Nothing in these Terms & Conditions 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 restricted.
Nothing in these terms restricts a consumer's statutory rights or entitlement to appropriate remedies where services are not delivered with reasonable care and skill.
Any additional liability arrangements for organisational consultancy will be addressed in the relevant written agreement, subject to applicable law.
19. Events outside our reasonable control
Occasionally, circumstances beyond our reasonable control may affect delivery, including serious illness, significant technical disruption or other unforeseen events.
Where this occurs, we will notify affected clients as soon as reasonably possible and seek appropriate alternative arrangements.
If we are unable to provide an agreed service, clients retain their applicable contractual and statutory rights.
20. Complaints
We aim to provide a professional, constructive and supportive service.
If you are dissatisfied with any aspect of our work, please contact:
Please include your name, relevant booking or order details and an explanation of your concern.
We aim to respond to complaints within 14 days and seek a fair and appropriate resolution.
21. Privacy and data protection
We handle personal information in accordance with our Privacy Policy and applicable UK data protection law.
Please refer to our Privacy Policy for further information about how personal information is collected, used, stored and protected.
22. Changes to these Terms & Conditions
We may update these Terms & Conditions from time to time.
The latest version will be published on our website.
Unless otherwise lawfully agreed, the terms applicable to a purchase will be those provided or made available when the contract was entered into.
Changes to published terms will not remove existing contractual or statutory rights.
23. Governing law
These Terms & Conditions are governed by the laws of England and Wales.
Where a client is a consumer, applicable consumer protection law may provide additional rights, including rights concerning where legal proceedings may be brought.
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Last updated: 01/11/26
This Cancellation & Refund Policy applies to services purchased from Elmway Education Ltd through www.elmwayeducation.co.uk or directly from us.
We understand that circumstances change. Our aim is to provide a fair, clear and reasonable approach to cancellations, rearrangements and refunds.
This policy should be read alongside our Terms & Conditions.
1. Your statutory right to cancel
If you are a consumer purchasing a service online, by email, by telephone or otherwise at a distance, you will generally have a legal right to cancel your purchase within 14 days without giving a reason, subject to applicable exceptions.
The statutory cancellation period begins when the contract is entered into and ends 14 days later.
For coaching packages, this period begins from the purchase or contract date, not from the date of your first coaching session.
To exercise this right, you must inform us of your decision to cancel before the cancellation period expires.
Nothing in this policy affects your statutory consumer rights.
2. Starting services during the 14-day cancellation period
You may wish to begin coaching or receive application support before the statutory 14-day cancellation period has ended.
Where this happens, we will obtain your express request to begin providing services during that period.
If you subsequently cancel within the statutory cancellation period, you may be required to pay a proportionate amount for services already delivered before we receive your cancellation, provided the applicable legal requirements have been met.
Where a service has been fully completed during the cancellation period following your express request and the required acknowledgement, the statutory cancellation right may end once the service is fully performed.
We will not charge for services supplied during the statutory cancellation period where consumer law does not permit us to do so.
3. How to cancel
To cancel a purchased service or programme, please contact us:
Email: support@elmwayeducation.co.uk
Please include your name, the service purchased and your order or booking reference where available.
A clear statement that you wish to cancel is sufficient. You do not need to provide a reason when exercising your statutory cancellation right.
You may use the optional cancellation form at the end of this policy, but you are not required to do so.
We will acknowledge your cancellation and explain any payments or refunds due.
4. Thrive — 12-Month Leadership Coaching & Mentoring
Thrive is a 12-month leadership coaching and mentoring programme with a total programme price of £4,500.
The programme begins on the date of your first coaching session.
The programme includes one introductory 90-minute session and eleven subsequent monthly 60-minute coaching and mentoring sessions.
Clients may purchase Thrive by paying £4,500 in full or by selecting twelve monthly payments of £375.
Cancelling Thrive
You may cancel Thrive at any time without an early cancellation penalty.
If you decide not to continue, you will pay only for coaching sessions already delivered.
For the purpose of calculating cancellation payments and refunds, each completed coaching session is valued at £375, including the introductory session.
You will not be charged for future coaching sessions that have not been delivered.
If you have paid in full, we will refund the value of the remaining undelivered coaching sessions.
If you are paying monthly, we will arrange for future subscription payments to stop and refund any amount paid above the value of sessions already delivered.
If the value of completed sessions exceeds the payments already received, you will only be asked to pay the outstanding balance for those completed sessions.
There are no additional cancellation charges.
For example, if you cancel after four sessions, the total charge is £1,500. If you have paid the full programme fee of £4,500, you will receive a refund of £3,000.
These arrangements remain subject to any additional statutory cancellation rights that apply.
5. Notice after your first coaching session
We understand that a client may decide that a programme is not right for them after their first session.
If you decide not to continue, we ask that you notify us in writing within 48 hours of your first session, wherever reasonably possible.
This allows us to cancel future appointments and arrange any necessary payment adjustments or refunds promptly.
For Thrive, you may still cancel at any later stage without penalty, paying only for sessions already delivered.
The 48-hour notice request does not limit your statutory cancellation rights or any other cancellation rights expressly provided by this policy.
6. Application and interview coaching programmes
Our ElevateEd application and interview coaching packages include a defined number of coaching sessions, application reviews and related support.
These programmes are:
Application Advice & Support — £149
Interview Preparation & Coaching — £349
Application & Interview Support — £595
12-Week Application & Interview Coaching — £1,295
If you cancel within the statutory cancellation period, your legal cancellation rights will apply.
If services have begun at your express request during this period, any charge for work already delivered will be calculated in accordance with consumer law.
If you wish to withdraw after the statutory cancellation period has ended, please contact us in writing.
We will review the work already delivered, including coaching sessions, application reviews and agreed preparation, and consider whether any refund or adjustment is appropriate in accordance with your contract and applicable law.
For the 12-Week Application & Interview Coaching programme, the programme period begins on the date of your first coaching session.
Cancellation of an appointment does not automatically cancel the entire programme or its associated payment arrangement.
7. Instalment payments
Selected ElevateEd programmes are available with instalment payment arrangements.
These allow the agreed programme price to be spread across scheduled payments without an additional charge.
Instalment payments are not discounts and do not represent separate monthly coaching subscriptions.
Where a programme is cancelled, any outstanding payments or refunds will be assessed in accordance with this policy, the applicable Terms & Conditions and consumer law.
Cancelling a coaching appointment does not, by itself, cancel scheduled instalments.
If a refund or payment adjustment is due following cancellation, we will arrange this with the relevant payment provider.
8. Missed appointments and rearrangements
We understand that professional and personal circumstances can change.
If you need to rearrange an appointment, please provide at least 24 hours' notice wherever possible.
We aim to accommodate reasonable requests to reschedule.
For our standard application and interview coaching packages, a missed appointment or cancellation with less than 24 hours' notice may be treated as a used session where reasonable, taking account of exceptional circumstances and applicable consumer rights.
For Thrive, our no-penalty cancellation policy applies: clients who withdraw pay only for coaching sessions actually delivered. A missed session will not automatically be charged as a completed Thrive coaching session.
Where Elmway Education Ltd needs to rearrange a session, we will contact you and offer a reasonable alternative.
9. Refunds
Where a refund is due, we will normally return the payment using the original payment method unless another method is expressly agreed.
Refunds arising from statutory cancellation will be processed without undue delay and within the time required by law, normally no later than 14 days after we are informed of the cancellation.
For other refunds due under our contractual cancellation arrangements, we will process these promptly after confirming the amount payable.
We will explain any deductions or outstanding charges, where applicable.
We do not impose a cancellation penalty for withdrawing from Thrive.
10. Bespoke consultancy and organisational services
Bespoke education consultancy, advisory services and organisational coaching may be subject to separately agreed contractual arrangements.
These may include agreed delivery schedules, payment milestones and cancellation terms.
Where separate terms have been agreed in writing, those terms will apply to the relevant service, subject to applicable law.
Where an individual purchases services as a consumer, their statutory consumer rights remain protected.
11. Services cancelled or rearranged by Elmway Education Ltd
If we are unable to provide an agreed service or appointment, we will contact you as soon as reasonably possible.
We will seek to offer a suitable alternative arrangement.
Where we cannot provide an agreed service, we will offer any refund or other remedy required under the contract and applicable consumer law.
We will not charge clients for services we are unable to deliver where we have no lawful entitlement to payment.
12. Contact
For any questions about cancellations, refunds or payment arrangements, please contact:
Elmway Education Ltd
Email: support@elmwayeducation.co.uk
Website: www.elmwayeducation.co.ukWe aim to deal with concerns promptly, fairly and constructively.
13. Optional cancellation form
You may use the following form to notify us that you wish to cancel your contract. Using this form is optional; an email or other clear statement is sufficient.
To: Elmway Education Ltd
33–35 Exchange Street, Driffield, England, YO25 6LL
support@elmwayeducation.co.ukI hereby give notice that I wish to cancel my contract for the following service:
Service purchased: ____________________
Date ordered: ____________________
Name: ____________________
Address: ____________________
Date: ____________________
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Last updated: 01/05/2026
This Complaints & Contact section applies to services provided by Elmway Education Ltd through www.elmwayeducation.co.uk or directly from us.
1. Contact details
Elmway Education Ltd is a company registered in England and Wales.
Company number: 15102606
Registered office: 33-35 Exchange Street, Driffield, England, YO25 6LL
Email: support@elmwayeducation.co.uk
Website: www.elmwayeducation.co.uk
Elmway Education Ltd is a private limited company.
2. General enquiries
For general enquiries, service questions, booking queries, cancellation requests, refund queries, privacy queries or complaints, please contact us at:
Please include your name, contact details, and enough information for us to understand and respond to your enquiry.
3. Complaints
We aim to provide a high-quality, professional and supportive service. If you are unhappy with any aspect of our service, please contact us so that we can try to resolve the issue.
To make a complaint, please email:
Please include:
- your name and contact details;
- the service or package you purchased or enquired about;
- any relevant order or booking details;
- a clear explanation of the issue;
- copies of any relevant communication or documents; and
- the outcome you are seeking.
4. How we handle complaints
We will acknowledge your complaint as soon as reasonably possible.
We will aim to respond to complaints within 14 days.
If we need more information or more time to review the issue properly, we will let you know.
We may ask for further information to help us understand what happened and how best to respond.
5. Possible outcomes
Depending on the circumstances, we may offer an explanation, correction, apology, replacement service, partial refund, full refund or another appropriate resolution.
Any refund will be considered in line with our Terms & Conditions and Cancellation & Refund Policy.
We do not guarantee any particular school, college, university, course, scholarship, job, interview, admission, offer, appointment, promotion, progression outcome or other result. A complaint cannot be based solely on an unsuccessful application, interview, admission decision, appointment, promotion or other third-party outcome.
6. Client responsibilities
When reviewing a complaint, we may consider whether accurate, complete and timely information was provided to us, whether you checked requirements, deadlines and documents, and whether you followed any agreed process or guidance.
Final responsibility for applications, submissions, interviews, decisions and outcomes remains with you, as set out in our Terms & Conditions.
7. Cancellations and refunds
If your complaint relates to cancellation or refund rights, we will consider it in line with our Cancellation & Refund Policy.
If you wish to cancel a purchase, please clearly state that you wish to cancel and include your name, contact details, order details where relevant, and the service or package you purchased.
8. Privacy and data protection queries
If your query or complaint relates to personal information, privacy or data protection, please contact us at:
We handle personal information in accordance with our Privacy Notice.
You also have the right to complain to the Information Commissioner’s Office at www.ico.org.uk if you are unhappy with how your personal information has been handled.
9. Changes to this section
We may update this Complaints & Contact section from time to time.
The latest version will be published on our website.