Terms & Conditions

Terms & Conditions

These Terms & Conditions ("T&Cs") set out the general legal framework governing all interactions between The Institute of Applied CX Science (IACS) and individuals or organisations who access our platform, engage with our services, or participate in institutional programmes. These T&Cs should be read alongside the Terms of Service, Privacy Policy, and, where applicable, the Terms of Audit.

1. Institutional Authority

IACS operates as an independent institutional governance authority. Membership, certification, and engagement with IACS programmes constitutes recognition of the Institute's authority to set, assess, and uphold standards within the field of Customer Experience Science and Customer Solvency governance. IACS decisions relating to certification, credential status, and audit findings are final subject to the formal appeals process set out below.

2. Membership

Individual and corporate membership of IACS is subject to eligibility criteria as published for each membership category. IACS reserves the right to:

• Decline or revoke membership at its sole discretion where eligibility requirements are not met.
• Suspend membership pending investigation of conduct that may breach the IACS Professional Code of Conduct.
• Terminate membership permanently in cases of proven misconduct, fraud, or deliberate misrepresentation.

Membership fees, where applicable, are non-refundable once the membership period has commenced, except where a statutory cooling-off period applies.

3. Payment Terms

All fees payable to IACS are subject to the following terms:

• Fees are stated in Pounds Sterling (GBP) and are exclusive of applicable taxes unless stated otherwise.
• Payment is due in full at the time of application or as specified in a formal invoice or Engagement Letter.
• IACS accepts payment via approved electronic payment methods as displayed at checkout.
• All transactions are processed securely through our authorised payment provider. IACS does not store payment card details.
• In the event of a failed payment, access to services may be suspended until full payment is received.

4. Refund Policy

Refunds are assessed on a case-by-case basis under the following framework:

• Certification Application Fees: Non-refundable once the application has been reviewed by IACS.
• Membership Fees: Non-refundable after the commencement of the membership period.
• Audit Fees: Governed by the specific Engagement Letter for each audit. Partial refunds may apply where an engagement is terminated before completion.
• Statutory Rights: Nothing in this policy affects your statutory rights under applicable consumer protection legislation.

5. Intellectual Property

All content, frameworks, methodologies, tools, publications, branding, and software on the IACS platform are the exclusive intellectual property of The Institute of Applied CX Science or its licensed contributors. You are granted a limited, non-exclusive, non-transferable licence to access and use this content for your personal professional purposes only. Any reproduction, modification, redistribution, or commercial exploitation of IACS intellectual property without express written consent is strictly prohibited and may result in legal action.

6. Standards of Professional Conduct

All IACS members, certified professionals, and individuals who interact with the Institute are expected to uphold the IACS Professional Code of Conduct, which includes:

• Honest and transparent conduct in all professional and institutional interactions.
• Accurate representation of IACS credentials, membership status, and audit findings.
• Respect for the confidentiality of IACS institutional information and other members' data.
• Cooperation with any IACS investigation or review process.

Breaches of the Professional Code of Conduct may result in suspension or revocation of membership and credentials.

7. Appeals Process

Where you wish to appeal an IACS decision regarding certification, credential status, or membership, you must submit a written appeal to chairman@appliedcxscience.com within 28 days of receiving the decision. Appeals will be reviewed by a panel independent of the original decision-makers. The outcome of the appeals panel is final and binding.

8. Disclaimer of Warranties

The IACS platform and services are provided on an "as is" and "as available" basis. IACS makes no warranties, express or implied, regarding the accuracy, completeness, reliability, or fitness for purpose of any information or service provided. To the fullest extent permitted by law, IACS disclaims all implied warranties, including those of merchantability and fitness for a particular purpose.

9. Force Majeure

IACS shall not be in breach of these T&Cs or liable for any delay or failure to perform its obligations where such delay or failure arises from causes beyond its reasonable control, including but not limited to acts of God, pandemic, government action, cyberattack, or infrastructure failure.

10. Entire Agreement

These T&Cs, together with the Terms of Service, Privacy Policy, Cookie Policy, and any applicable Engagement Letter or programme-specific terms, constitute the entire agreement between IACS and you in relation to the subject matter herein, and supersede all prior representations, agreements, or understandings.

11. Governing Law and Jurisdiction

These Terms & Conditions are governed by the laws of England and Wales. Any dispute arising under or in connection with these T&Cs shall be subject to the exclusive jurisdiction of the courts of England and Wales.

12. Contact

For any enquiries relating to these Terms & Conditions, please contact IACS at chairman@appliedcxscience.com or write to The Institute of Applied CX Science, 34–35 Hatton Garden, London, United Kingdom.