Terms of use

Last updated: 1 September 2026

1. Who runs this website

thecsconsulting.net is owned and operated by The Customer Success Consulting LTD, registered in England and Wales, company number 17067881. Registered office: 11 South Close, London N6 5UQ, United Kingdom. VAT number GB 517 962 562. In these terms that's "we", "us" and "our", and "you" is anyone using the site.

By using the site you accept these terms. If you don't accept them, please don't use it.

2. What this website is

This site is information. It describes our consulting work, sets out a framework, and links to talks, writing and the online courses.

Nothing on it is professional advice, and nothing on it is an offer to enter a contract. Descriptions of services are an invitation for you to get in touch, nothing more. Every engagement starts with a conversation and is agreed in writing.

Case studies describe real work. Outcomes are specific to those clients and their circumstances, and are not a prediction of what would happen for you.

3. Consulting engagements

This website takes no payment. Nothing is bought or paid for here.

Consulting work is governed by a separate written agreement between us and the client, covering scope, fees, timing, confidentiality, intellectual property and termination. Where that agreement and this page disagree, the agreement wins.

4. Online courses

We sell self-paced online courses through The CS Academy at shop.thecsacademy.net, which runs on Payhip. This site only links to them. The purchase, the payment and the delivery all happen there, and the terms below apply to that purchase.

What you are buying

A licence to access the course for your own use, for as long as we keep it available. You are not buying the material itself. The price shown at checkout includes any tax we are required to charge, and the checkout will tell you before you pay.

Payment is final once you open the course

Access is granted immediately when you pay. Before you pay, the checkout asks you to agree to two things: that access starts straight away, and that starting it ends the right to cancel that you would otherwise have under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

Once you have agreed to that and opened the course, the sale is final. We do not give refunds because you changed your mind, because you did not have time to work through it, or because it was not what you pictured. Please read what the course covers before you buy.

If you have paid but have not opened the course, that cancellation right has not yet been used up, and you can cancel within 14 days for a full refund.

If something is actually wrong with the course

The Consumer Rights Act 2015 gives you rights that we cannot sign away and that this page does not try to. If a course is faulty, is not as described, or does not do what we said it does, you are entitled to have it put right, or to a refund where it cannot be. Tell us what is wrong at thomas@thecsconsulting.net and we will deal with it.

That is the only circumstance in which we refund a course.

Access and availability

Access is personal to you. Please don't share your login, and don't download, copy, resell or redistribute the material, or use it to run training for other people, without our written permission. If a course is withdrawn, anyone who has already bought it keeps their access for at least 12 months from the date it was withdrawn.

Buying for a team

If you are buying on behalf of an organisation rather than as an individual consumer, the consumer cancellation rights above do not apply, and the arrangement is covered by whatever we agree in writing between us.

5. Content and intellectual property

The content of this site, including the text, the case studies, the design and the A.C.E. framework document, belongs to us or is used with permission.

You're welcome to read it, share links to it, and use the framework inside your own organisation. Please don't republish it, sell it, or present it as your own work. If you want to use it in something you're publishing, ask us. The answer is usually yes.

6. Links to other websites

This site links to services we use, including Calendly, Substack, ScoreApp, the CS Academy shop on Payhip, YouTube and LinkedIn, and to third-party videos and articles. We don't control those and aren't responsible for their content or their terms. Once you click through, you're on their site under their rules.

7. Availability

We try to keep the site up, but we don't promise it will always be available, uninterrupted or free of errors. We may change or remove any part of it at any time without notice.

8. Liability

The site is provided as it is. To the extent the law allows, we exclude all warranties, express or implied, about the site and its content.

We're not liable for any loss arising from your use of this site or from anything you do or don't do based on what you read here, including lost profit, lost revenue, lost business or lost data.

Nothing in these terms excludes or limits our liability for death or personal injury caused by negligence, for fraud or fraudulent misrepresentation, or for anything else that can't be excluded under English law.

9. Privacy

How we handle personal information is set out in our privacy policy. The short version is that this website collects nothing.

10. Changes to these terms

We may update these terms. The current version is always the one on this page, and the date at the top tells you when it last changed. Continuing to use the site means you accept the version in front of you.

11. Governing law

These terms are governed by the law of England and Wales, and the courts of England and Wales have exclusive jurisdiction over any dispute arising from them.