Terms of Sale and Use

1. These terms

These terms govern your purchase and use of Ingrained. By buying or using the service you agree to them. Please read section 6 in particular — it sets out your right to cancel.

We sell to individuals buying for themselves. If you are buying for a business, the consumer rights in section 6 do not apply to you.

Contact: support@ingrained.coach.

2. What the service is

Ingrained is an AI-supported developmental coaching service. It includes a leadership assessment, a written developmental profile, and — if you choose — a series of coaching conversations that build memory across sessions.

The coaching conversations are generated by an AI system, not a human coach. There is no human reading or responding to your sessions. We will always tell you this — on the page where you buy, and in the coaching interface itself. It is a commitment we are making, not just a description of how the product happens to work today.

Because the coaching is generated rather than scripted, the conversations are produced fresh each time. That means the AI can occasionally be inaccurate, off-target, or simply odd. Please use your own judgement about anything it suggests before you act on it. This describes how the technology behaves; it does not reduce our responsibilities under section 10.

It is not therapy, counselling, psychiatric or medical care, and it is not a substitute for any of them. It does not diagnose or treat any condition. If you are in distress or crisis, please contact your doctor or an emergency service — the app also shows crisis resources for your country. Nothing anywhere in these terms limits this: no disclaimer in section 10 or section 13 applies to it.

Coaching outcomes depend on your own reflection and action. We do not promise any particular result, promotion, or change in your circumstances.

3. Your account

The assessment can be taken without an account. Buying the full profile or a coaching journey requires one.

Accounts are personal to you. Please keep your sign-in details secure and do not share your account. You must be at least 18 years old.

Accounts are individual and self-funded. There is no employer integration, and we do not report your results to anyone.

That is a design commitment rather than a feature we have not built yet. An AI system that assesses people inside a working relationship, on behalf of whoever employs them, is regulated as a different and more serious kind of product. This one sits deliberately outside that: it is bought by you, for you. We will not add employer dashboards, HR reporting or team administration to a self-funded account.

4. What you can buy

The assessment and your basic result are free, and need no account or card.

Full profile — a one-off payment. Unlocks the remaining sections of your developmental profile permanently, and they remain accessible from your account or your profile link.

Monthly journey — a recurring monthly subscription giving access to the coaching conversations. It renews each month until you cancel, and you can cancel or pause at any time from your account. What each payment buys is the month it covers.

Full journey — a one-off payment covering the complete series of 17 coaching conversations, with no recurring charge. What it buys is those 17 conversations; there is no time limit on working through them.

If you buy the full profile first and later upgrade to a journey, the amount you paid for the profile is credited against the journey price automatically.

5. Prices and payment

Prices are shown in your local currency before you pay, and the price shown at checkout is the price you pay. Prices vary by region and are set deliberately rather than converted at live exchange rates.

Payment is taken by Stripe. We never see or store your card details.

Subscription payments are taken monthly in advance on the anniversary of your purchase, until you cancel.

If a payment fails we may suspend access until it succeeds. We will tell you before that happens.

6. Your right to cancel (14 days)

If you are a consumer in the UK or EU you have a legal right to cancel your purchase within 14 days, without giving any reason. The 14 days run from the day your contract with us is made — that is, the day you pay.

HOW THIS INTERACTS WITH IMMEDIATE ACCESS. Most people want their profile or their first session straight away, which means we begin supplying before the 14 days are up. The law lets us do that only if you expressly ask us to and acknowledge what it means, which is why there is a tick box at checkout. What it means differs by product:

Full profile: this is digital content delivered in full the moment you pay. If you ticked the box asking for immediate access, your right to cancel ends once the profile has been unlocked. If you did not, you keep the full 14 days.

Full journey: this is a service delivered over time, and what the contract covers is the complete series of 17 coaching conversations. You keep the right to cancel for 14 days even after conversations have started. If you cancel in that window we refund what you paid, less two things: the current price of the Full Profile, because that is digital content delivered in full the moment it is unlocked; and a proportionate amount for what you have actually used, worked out as the number of conversations you have completed out of 17, applied to the balance. A conversation counts as completed when you reach the end of it; one you have started and not finished counts as a half. If you have completed all 17, the proportionate amount is the whole balance and no refund is due.

Monthly journey: also a service delivered over time, and what each payment covers is the month it pays for. The 14 days run from your first payment, because that is when the contract is made. If you cancel in that window we refund what you paid for that month, less two things: the current price of the Full Profile, because the monthly plan unlocks it in full the moment you subscribe and it is digital content delivered at once; and a proportionate amount for the days of that month that have already run, applied to the balance. Later months are not covered by the 14-day right; to stop those, see ENDING A SUBSCRIPTION LATER below.

WHY IT IS WORKED OUT THAT WAY. The law lets us charge for what we have actually supplied, in proportion to what the contract covers as a whole, calculated on the price you agreed. Both sums above are that calculation and nothing more — we have set out what the contract covers so that you can check the arithmetic yourself rather than take our word for it. We do not apply a fixed cancellation fee, an administration charge, or any deduction that is not proportionate to what you used.

HOW TO CANCEL. Email support@ingrained.coach within 14 days saying you want to cancel. A clear statement is enough — you do not have to use any particular form of words. You may also write: "I hereby give notice that I cancel my contract for the sale of the following service", with your name, the product, the date of purchase and the date of your message.

REFUNDS. We refund to your original payment method within 14 days of receiving your cancellation, and usually much sooner.

AFTER THE 14 DAYS — FULL JOURNEY. Once the 14 days have passed, the Full Journey is not refundable. It is one payment for the whole series, so there is also nothing to cancel: no further payments are ever taken, and your access does not expire. You can leave it for a month or a year and pick it up where you left off. If you want to stop using it, simply stop — nothing is taken away, and everything you have built stays in your account.

ENDING A SUBSCRIPTION LATER. Separately from the 14-day right, you can cancel a monthly subscription at any time from your account. It stops at the end of the month you have already paid for, and you keep access until then. We do not refund part-months outside the 14-day window. This applies to the monthly journey only — the Full Journey has no recurring billing to stop, which is why your account offers no cancellation for it.

NOTHING HERE AFFECTS YOUR STATUTORY RIGHTS. If the service is not as described, or is not carried out with reasonable care and skill, you have rights under the Consumer Rights Act 2015 that these terms cannot limit.

7. Using the service properly

Please do not attempt to break, overload or gain unauthorised access to the service, resell access, or use it to harm anyone.

USING THE AI PROPERLY. Please do not try to bypass, modify or manipulate the coaching system’s instructions or the way it is built to behave — what is usually called prompt injection or jailbreaking. Please do not use the service to produce harmful, illegal or discriminatory content.

WHAT NOT TO TYPE IN. Please do not enter other people’s personal information without their agreement, confidential material belonging to your employer or anyone else, or anything you are under a professional or contractual duty not to disclose. The coaching works perfectly well with roles and situations rather than names, and it is better for you that way. This is a request about what you choose to share; it does not shift any of our own obligations for the data we hold, which are set out in the Privacy Policy.

Your profile and coaching content are yours. Our own material — the assessment, the framework, the written profile structure, the site — remains ours, and is licensed to you for your personal use only.

We may suspend or end an account that is being used in breach of these terms. If we do, we will refund anything you have paid for that you have not received.

8. Your data

How we handle personal data is set out in our Privacy Policy. In short: coaching transcripts are encrypted and stored in the EU, never used to train AI models, and never shared with an employer. Generating a reply involves processing by our AI and hosting providers in the US, under Standard Contractual Clauses — the Privacy Policy names every one of them.

You can export or permanently delete everything we hold from your account at any time.

Your profile is produced automatically from your assessment answers, with no human reviewing it first. It is a description offered back to you, not a decision about you, and it goes to nobody else. You can ask how a result was reached, disagree with it, or delete it.

9. Availability and changes

We aim to keep the service available but cannot guarantee it will be uninterrupted. We may carry out maintenance, and occasionally something will break.

We may improve or change the service. If we make a change that materially reduces what you have paid for, we will tell you and you may cancel and receive a proportionate refund.

We may change these terms for future purchases. The terms that apply to you are the ones published when you bought.

RENEWAL AND PRICE NOTICES. If you are on the monthly subscription we will remind you at least once a year that it is still running and how to stop it, and we will tell you before any price change takes effect, in time for you to cancel first. Cancelling takes the same number of clicks as starting, from your account, with no phone call and no retention conversation. Some countries and US states require this; we do it for everyone.

10. Our responsibility to you

We are responsible for loss you suffer that is a foreseeable result of us breaking these terms or failing to use reasonable care and skill.

We do not limit our liability for death or personal injury caused by our negligence, for fraud, or for anything else the law does not allow us to limit.

Because this is a developmental coaching service and not professional advice, we are not responsible for decisions you take in your work or life as a result of using it. Where our liability can lawfully be limited, it is limited to the greater of two figures: the total you have paid us under the contract the claim relates to, and £1,000. The floor matters — a one-off purchase would otherwise leave the cap at nothing a year later, and a cap that comes to nothing is not a limit we would ask you to accept.

11. If something goes wrong

Please email support@ingrained.coach first — most things are quickest to fix directly.

If we cannot resolve it, you may be able to use an alternative dispute resolution scheme, and you retain the right to take a claim to court.

12. Governing law and jurisdiction

These terms are governed by the law of England and Wales. Because we sell in several countries, that choice does not take away the protection of any mandatory consumer law of the country you live in — whatever your home law guarantees you, you keep.

UK and EU consumers: you may bring proceedings in the courts of England and Wales, or in the courts of the country where you live.

United States residents: disputes are handled under section 13, governed by the Federal Arbitration Act.

Everywhere else: the courts of England and Wales have exclusive jurisdiction, subject to any mandatory local law that says otherwise.

13. Additional terms for United States residents

THIS SECTION APPLIES ONLY IF YOU LIVE IN THE UNITED STATES. If you are a consumer in the UK or the EU it does not apply to you at all, and nothing in it limits your rights under sections 6 or 10.

TALK TO US FIRST. Before either of us starts anything formal, we both agree to try to sort it out directly. Email support@ingrained.coach with a short description of the problem and what you would like done, and give us 60 days. Almost everything ends here, and it costs neither of us anything.

INDIVIDUAL ARBITRATION. If that does not resolve it, any dispute between you and us will be settled by binding individual arbitration rather than in court, under the Federal Arbitration Act. YOU AND INGRAINED EACH GIVE UP THE RIGHT TO A JURY TRIAL AND THE RIGHT TO TAKE PART IN A CLASS ACTION OR CLASS-WIDE ARBITRATION.

WHAT IS CARVED OUT. Either of us may still bring an individual claim in a small claims court instead, and either of us may ask a court to stop misuse of intellectual property. Claims of sexual harassment or sexual assault are excluded from arbitration by US federal law and may always be brought in court.

HOW TO OPT OUT. You can refuse the arbitration agreement. Email support@ingrained.coach within 30 days of first accepting these terms and say that you opt out. It costs nothing, we will not treat you differently for it, and everything else in these terms carries on as normal — disputes simply go to court instead.

DISCLAIMER OF WARRANTIES. TO THE MAXIMUM EXTENT PERMITTED BY LAW, THE SERVICE IS PROVIDED "AS IS" AND "AS AVAILABLE", WITHOUT WARRANTIES OF ANY KIND, EXPRESS OR IMPLIED, INCLUDING BUT NOT LIMITED TO IMPLIED WARRANTIES OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE AND NON-INFRINGEMENT. WE DO NOT WARRANT THAT THE AI COACHING WILL BE ERROR-FREE, ACCURATE, OR SUITABLE FOR YOUR PARTICULAR CIRCUMSTANCES.

That disclaimer does not touch the crisis provisions in section 2, and it does not exclude anything your state does not allow to be excluded. Some states do not permit the exclusion of implied warranties, in which case the exclusion does not apply to you.