Our
Expectations

Our Big Idea

Founded in 2017, we provide inclusion, belonging and inclusive culture consultancy services to businesses and organisations in the UK, Europe and globally. Joanne Lockwood is "The Inclusive Culture Expert".

What You Can Expect From Us

We are a specialist service and expect to be treated fairly, professionally and paid on time. We work on the basis of trust, collaboration and clear communication, and expect you to do the same. We will provide you with a proposal which will set out:

• The Services we will be providing and our delivery methods (see 'How We Deliver Our Expertise' and 'What Do We Mean By…' which explain what we mean);
• The Fees you will pay, plus any agreed travel time and expenses (see 'Paying Fees, Travel and Expenses' for more on this), as well as any proposed or agreed timescales; and
• Any goals, objectives, deliverables or assumptions that are relevant to our Services.

To help us deliver at our best, and to understand your role in the process, please read 'The Tech Basics'.

If there is any inconsistency between our proposal and these terms, the proposal will take priority unless we agree otherwise in writing.

The Essentials

Payment Terms

Unless our proposal states otherwise, we ask for payment in advance by bank transfer to secure your booking. Where a staged payment arrangement is agreed, this will be set out in our proposal. Any remaining fees and agreed expenses should be paid within 14 days of delivery, unless our proposal or invoice states otherwise. We do not accept cheques. If you have a complex purchase approval, onboarding or supplier set-up process, please speak to us early so this can be completed before we deliver our services.

We reserve the right to charge interest, compensation and reasonable recovery costs on late commercial payments in accordance with applicable UK late payment legislation, unless different terms have been agreed in writing.

Intellectual Property & Copyright

What we provide – including our content, materials, resources, frameworks, slides, exercises, tools and delivery style – reflects our intellectual property. We ask you to ensure that you and your audience/delegates do not record, copy, broadcast, reuse, adapt or distribute it, including for internal re-use, training, archive or AI training purposes, without our explicit written consent. Unless we agree otherwise, no single clip longer than 30 seconds can be shared on social media.

This restriction includes the use of AI tools, automated note-takers, transcription bots, meeting assistants, summarisation tools, screen recording, internal knowledge bases or learning repositories, unless we have agreed this in writing.

Cancellations

We may charge our full Fees, plus any pre-booked or non-refundable expenses, if you cancel less than 28 days before the event or our first agreed delivery date. We may charge 50% of our Fees if you cancel between 28 and 56 days beforehand. We may credit those fees towards a future event or service, at our discretion.

Rescheduling

If you ask to reschedule, we will try to accommodate this where reasonably possible. Rescheduling more than 28 days before delivery may not incur an additional Fee, unless we have already incurred costs or the change creates additional work. Rescheduling within 28 days of delivery may be treated as a cancellation unless we agree otherwise in writing.

Marketing and Promotion

We are happy for you to promote the event and can provide approved headshots, biography information and agreed promotional wording where appropriate. We are proud of the work we do and may ask to use images, photos, logos, feedback or testimonials for our own marketing purposes, including on social media and our websites, but only with your prior agreement where required.

Social Media

We welcome audience/delegate engagement on social media where appropriate. Unless otherwise agreed, your audience/delegates may post photos, short quotes and up to 30 seconds of video or audio clips from the event, provided this does not disclose confidential information, misrepresent the session, breach another delegate's privacy, or conflict with any agreed client requirements. Please use relevant event hashtags and, where appropriate, #SEEChangeHappen, @jo_lockwood1965 and @seechangehappen.

Please do not share identifiable images, recordings, quotes or comments from other delegates without their permission.

How We Deliver Our Expertise

Our Standards

We will use reasonable skill, care and expertise in carrying out the Services and working towards the agreed goals and objectives. We will comply with applicable law, including data protection law, equality law and relevant health and safety requirements, where they apply to the Services we provide.

Our Services provide professional inclusion, culture, learning and consultancy support. Unless expressly agreed in writing, they do not constitute legal advice, HR outsourcing, therapeutic support, safeguarding investigation, or a substitute for advice from appropriately qualified professionals.

We use reasonable skill and care, but we cannot guarantee specific organisational, behavioural, cultural, commercial, legal or reputational outcomes. The impact of our work depends on leadership commitment, delegate engagement, organisational context and follow-through.

We will follow your reasonable instructions relating to the event or Services, provided they are lawful, practicable, within scope, and consistent with our professional standards, values and agreed proposal.

We will keep confidential any business-sensitive information that is shared with us and identified as confidential, or that would reasonably be understood to be confidential.

Data Protection and Delegate Information

Where we process personal data in connection with our Services, we will do so in accordance with applicable data protection law and our published policies, including our Privacy Policy and Data Protection of Delegate Information Policy.

Where we receive delegate information from you, a client, reseller, host organisation or event organiser, you are responsible for ensuring that you have an appropriate lawful basis for collecting and sharing that information with us. If a separate data processing agreement, controller-to-controller agreement, supplier onboarding form or data protection schedule is required, this should be agreed in writing before personal data is shared.

What Terms Mean

In Person: Any session where the speaker and audience/delegates attend a physical location, whether a conference centre, customer premises, workplace, venue or specially hired facility.

Live Stream/Webinar: A live session over the internet using a platform such as YouTube, Facebook, LinkedIn, Zoom Webinar, Teams Live or similar, and not wholly pre-recorded. Audience interaction is generally limited to asynchronous Q&A, online quizzes, chat, polls or post-event follow-up.

Remote Speaking: A session – such as a keynote, panel discussion, briefing or lunch & learn – using an interactive online event platform. This may be either pre-recorded or live, and may include Q&A and limited audience interaction.

Remote Training: A session – such as a workshop – using an internet platform where the speaker and audience/delegates may share voice/video and interact with the speaker and each other. Audience interaction may include breakout groups, full group discussions, facilitated activities, polls, chat, exercises and Q&A.

Online Delivery Platforms

Our standard delivery methods use Zoom or MS Teams for meetings, remote speaking, remote training and live streams/webinars. We can host sessions of up to 500 on Zoom and 100 on MS Teams, subject to the licence and technical arrangements available at the time of delivery.

Other internet delivery platforms may include Google Meet, Adobe Connect, GoToMeeting, GoToWebinar, Hopin, ON24 and similar services. We may also use interactive platforms such as Mentimeter, AhaSlides, Miro, Google Jamboard, Google Docs, Google Sheets, Kahoot! or Slido. Each platform has its own terminology, feature set, security settings, access methods and limitations.

We will do our best to accommodate reasonable requests for alternative delivery methods. Please note that some of our content, activities or interaction methods may not be suitable for your chosen platform due to platform limitations, security settings, breakout room functionality, accessibility constraints or licence restrictions.

Restrictions on Replays

Where we deliver a session, whether streamed, remote, in person or at a conference, you must not record it unless this has been agreed in advance in writing. If you want other audiences, additional delegates or future viewers to access our content, you must agree this in advance so we can confirm permissions, access arrangements, data considerations and pricing accordingly.

This also applies to AI note-takers, transcription bots, meeting assistants, automated summaries and similar tools, unless agreed in advance or needed as an agreed access adjustment.

What Do We Mean By…

Conference

An externally focused event that you organise or host for an audience or delegates, such as your customers, members, clients, partners, sector colleagues or community. You may or may not charge people to attend.

At a conference, we may deliver a bespoke keynote, workshop, seminar, Q&A, panel discussion, audience interaction or facilitated session for your audience/delegates with agreed takeaways and messages. We can also MC/Emcee an event or part of an event if required and agreed in advance.

Training/Workshop

An internal or closed event made up of your staff, volunteers, cohort, stakeholders, members or invited delegates. Training/workshops are usually interactive and may include facilitation, breakouts, discussion, video, polls, quizzes, reflection activities and Q&A.

We may deliver content from our menu of standard products, adapted products or bespoke content, depending on what has been agreed in our proposal.

Panel Discussion

Either standalone or as part of another event, where we are part of an expert group taking planned or unplanned questions from the audience/delegates, the panel host, the facilitator or all of these.

We can act as the panel host or facilitator if required and agreed in advance.

Lunch & Learn

An internally focused, client-focused or member-focused event with a short-form learning, keynote or discussion element. It may include audience interaction, polls, quizzes, reflection questions or Q&A.

We can tailor the session for your audience/delegates with agreed takeaways and messages. We would usually deliver this as a mini-keynote, seminar, briefing or facilitated discussion.

Consultancy

Providing expertise in the form of one-to-one engagements, discovery calls, advisory work, document review, writing, mentoring, coaching, audits, diagnostics, webinars, online video calls, stakeholder engagement or other agreed professional support.

The Tech Basics

We will provide these items to enhance our delivery:

• AV Equipment: We prefer to use our own laptop and slide clicker where possible, using an HDMI output. We can also work with VGA plus audio where agreed in advance.
• Presentation & Slides: As standard, our slides are formatted as 16:9 widescreen. We can accommodate 4:3 if we agree this in advance. We may charge extra to convert formats, create alternate templates or use client-branded templates.
• If we supply our slides to you, they will usually be provided in Microsoft PowerPoint (.pptx) format together with a PDF version, unless our proposal says otherwise.
• Hard Copy Materials: PDF copies of our slides or other materials for distribution to your audience/delegates only where our proposal states this.

Restrictions on Use

You must not share or publish our presentations in Microsoft PowerPoint format without our permission. Where sharing is agreed, please use the PDF version unless we have agreed otherwise.

You must not resell, amend, incorporate, edit, copy, upload, train AI systems on, or post online for public view any materials that we provide without our prior written permission.

You will provide these items to enhance our delivery:

• AV Equipment: A projector and screen, TV monitor or display suitable for the room, format and audience size.
• For larger audiences or conference rooms, a lapel or headset microphone and public address system. For keynotes, a presenter-view monitor and, where possible, a countdown timer. We can explain these items if needed.
• Multimedia: Audio capability as well as visuals. We may provide our own Bluetooth speaker if necessary for smaller training and workshop settings.
• Interactive Content: A reliable internet connection for presenter use and, where relevant, audience/delegate interaction via mobile device, QR code, poll, quiz or online platform such as AhaSlides, Mentimeter, Kahoot! or Slido.
• Accessibility: Any venue, platform or technical arrangements needed to support agreed access requirements, such as microphones, captions, hearing loops, accessible seating, step-free access or suitable room layout.

Online Events

You will provide licences, access permissions and technical support for any alternative delivery platforms such as Google Meet, Adobe Connect or other platforms where these are required instead of Zoom or MS Teams.

What Else You Need to Know…

Resources for Training/Workshops

Unless otherwise agreed, you will provide:

• marker pens, sharpies, flipcharts and whiteboards;
• a room layout that enables delegates to work individually, in pairs or in small groups where activities require this;
• ballpoint pens and post-it pads in various colours;
• colour-printed copies of our materials for delegates, where printed materials are required and agreed;
• any venue-specific accessibility resources or equipment needed for delegate participation.

Preparing for the Event

You will respond promptly to our reasonable requests for information to help us meet your goals. We strongly advise that we schedule a discovery call with you ahead of any event to explore your goals, audience, risks, context, values and expectations.

You are responsible for ensuring that the information you provide to us is accurate, complete and timely, and that relevant internal stakeholders are appropriately briefed. We are not responsible for delays, reduced impact or delivery issues caused by incomplete, inaccurate or late information, unavailable decision-makers, internal disagreement, unsuitable venues, unsuitable platforms, or failure to prepare delegates appropriately.

For live streaming or remote training, we recommend an online run-through of content, topics and technical details so we understand your expectations and can meet them. Where requested and agreed, we may screen-share slide decks and walk through sessions or activities.

For conferences, lunch & learn sessions or panel discussions, if you would like on-site rehearsals or run-throughs, you need to tell us in advance, as this is not included as standard in our proposal unless expressly stated.

Changing our Agreement

If you ask us to make any changes to our proposal or these terms, including the dates, format, scope, content or delivery arrangements, we will confirm those changes and any extra Fees or expenses by email. Changes are not binding unless agreed in writing.

Neither party will be responsible for delay or failure to perform where this is caused by events outside reasonable control, including serious illness, bereavement, transport disruption, severe weather, industrial action, platform failure, power outage, public health restrictions, safety concerns, venue closure or other emergency. Where this happens, we will seek to reschedule or agree a reasonable alternative where possible.

Delegate Conduct and Psychological Safety

We expect delegates, hosts, clients and contributors to engage respectfully and in good faith. Our work may involve sensitive, personal or contested topics, and we aim to create spaces where people can learn, reflect and participate without harassment, hostility or personal attack.

We reserve the right to pause, redirect or end an activity, discussion or session where behaviour becomes abusive, discriminatory, unsafe, disruptive, or inconsistent with the agreed purpose of the session.

Improving Accessibility

You must ask your audience/delegates about accessibility, communication, dietary, religious, cultural, safety or reasonable adjustment requirements that may affect participation in our sessions, and notify us as early as possible of any relevant requirements. We will work with you to support reasonable adjustments where practicable and in line with our Reasonable Adjustments and Accessibility Policy.

Where delegate information includes accessibility, dietary, religious, cultural, disability, health or other sensitive information, this should be handled in line with our Data Protection of Delegate Information Policy.

Where you control the venue, platform, registration process, delegate communications or event logistics, you are responsible for ensuring that these are accessible and suitable for your audience/delegates. In turn, we will let you know anything reasonably required to support our own access, safety or delivery needs.

Improving our Service

We can provide an audience/delegate feedback form where appropriate. We may request or receive written or video testimonials and feedback to share on social media or on our website, but we will only use identifiable testimonials, images or recordings with appropriate agreement or permission.

Online Connection Issues

We recognise that the internet and online platforms are not perfect. There are times when failures and outages occur. We will work with you to reschedule or work around the issue as best we can, regardless of where the problem may lie, and we ask that you show the same understanding.

Paying Fees, Travel and Expenses

Fees

Payments must be net of any transaction fees, exchange rate conversion costs, withholding charges or commission and must be made in GBP (£), unless we agree otherwise in writing. All quoted Fees exclude UK VAT, which is currently 20%, and VAT will be applied to our invoices in accordance with UK HMRC rules where applicable.

Currency

We conduct our business in GBP (£) with UK-based banks. If needed, we may accept other international currencies, such as Euro or USD, by prior agreement.

Although we prefer direct bank transfers, we may accept card payments where available. We may pass on or include reasonable processing costs where permitted and agreed.

We do not accept or process cheques or cryptocurrency.

Accommodation

Where our proposal requires overnight accommodation due to location, travel time, start/finish times, safety or delivery needs, you will need to organise overnight accommodation and meals before and/or after your event, unless we agree another arrangement.

Please choose safe hotel accommodation close to the venue, preferably the main event hotel or equivalent to Premier Inn or 3-star standard as a minimum.

Meals and Refreshments

You will arrange or reimburse reasonable meals, refreshments and soft drinks during travel and at the event where these are required by the proposal, schedule, travel arrangements or delivery format.

Transfers

Please organise transfers to and from airports, train stations, hotels and venues where needed, preferably pre-booked.

Travel Time

We charge travel time on top of our Fees in portions of half-day units unless our proposal says otherwise. Our proposal will set out any applicable travel time rates.

Travel Costs

Where possible, you will pre-book any flights, trains, parking, transfers or accommodation once we confirm the necessary arrangements.

Air Travel: Where you arrange flights, you will book at least premium economy for international air travel over 2 hours, and business class where it is over 3 hours, unless we agree otherwise. You will also include checked-in hold luggage, seat reservations, and where applicable speedy boarding or equivalent arrangements.

Travel by Car: We charge car mileage at 50p per mile, together with any parking costs, road tolls, ferry costs, congestion charges, clean air zone charges or other necessary expenses. Alternatively, we charge taxi fares at cost.

Public Transport: We will use public transport where possible. For journey times greater than 2 hours, or where seating is limited, inaccessible or unsuitable for work/preparation, travel may be charged at first or premium class.

Understanding More About Us

Business Name

We are a limited company registered in England and Wales under the name SEE Change Happen Ltd.

Company Reg No: 13138905 | VAT Reg No: GB 368 9768 15

Business Addresses

Correspondence and Trading Address: 7 Covert Grove, Waterlooville, Hampshire, PO7 8EY

Registered Address: 1 The Briars, Waterberry Drive, Waterlooville, PO7 7YH

Social Media

You can contact us on social media or via email at info@seechangehappen.co.uk.

Our websites are https://seechangehappen.co.uk and https://joannelockwood.co.uk.

Our current social media handles may include @seechangehappen and @jo_lockwood1965. Please check the relevant platform for the most up-to-date details.

Concessions and Discounts

We are open to conversations with not-for-profit, charity, community or public sector organisations to discuss our fee structure. We are a commercial organisation and are not able to work for free. We always require travel expenses and agreed delivery costs to be covered.

Risks

We hold Professional Indemnity and Public Liability insurance cover. Please ask us for details if required for procurement or onboarding. If you require changes to our cover, we may charge you for any additional premium or associated cost.

Our total liability under our agreement with you is limited to the sum stated in our proposal, except for claims arising from death, personal injury caused by negligence, fraud, fraudulent misrepresentation, or any liability that cannot lawfully be excluded or limited. You must bring any legal claims within 2 years of us completing the Services, unless a longer period is required by law.

Complaints

If you are not happy with our service, please tell us as soon as possible and before posting publicly about it. We will do what we reasonably can to understand the issue and put things right where appropriate.

If we end up falling out, we prefer to resolve any issues amicably. If not, any dispute will be subject to English law and conducted in English in the English courts.

Ending this Agreement

Where there is a serious breach of this agreement, either of us may bring it to an end by giving the other party 30 days' written notice. If either of us becomes insolvent, ceases trading, enters administration, or is otherwise unable to meet its obligations, the other may bring this agreement to an end immediately.

© 2023–2026 Joanne Lockwood, All Rights Reserved. Reg No: 13138905, Registered Address: 1 The Briars Waterberry Drive Waterlooville PO7 7YH.