Interview Coaching – Customer Terms and Conditions

The Interview Coaching service is provided by UK Train Driver Academy Ltd, trading as Train Driver Foundation (TDF).

Email: contact@traindriverfoundation.com

In these Terms, "TDF", "we", "us" and "our" mean UK Train Driver Academy Ltd. "Customer", "you" and "your" mean the individual purchasing or receiving the Interview Coaching service.

2.1 Interview Coaching is a professional preparation and development service designed for individuals preparing for railway recruitment interviews.

2.2 Depending upon your requirements, the session may focus on:

• Driver Manager Interviews (DMI);
• Multi-Modal Interviews (MMI);
• Competency-Based Interviews (CBI);
• behavioural interviews; or
• another relevant railway recruitment interview format agreed by TDF.

2.3 A standard booking includes:

• reasonable review of information supplied by you before the session;
• preparation by your allocated Interview Coach;
• approximately 60 minutes of one-to-one coaching via Microsoft Teams or another platform notified by TDF; and
• structured post-session feedback.

2.4 The service is intended to provide realistic interview practice, professional feedback and development.

2.5 It is not an official railway recruitment assessment and TDF does not act on behalf of any train operating company, freight operating company, infrastructure manager or other railway employer unless expressly stated.

3.1 TDF uses approved Interview Coaches with relevant railway, management, recruitment, interviewing or associated professional experience.

3.2 Coaches may provide services to TDF as independent professional contractors.

3.3 Your contract for the Interview Coaching service is with UK Train Driver Academy Ltd trading as Train Driver Foundation, not personally with the individual Coach.

3.4 TDF is responsible for the overall delivery and quality of the service you purchase.

3.5 Where practical, information about the Coach available for a particular booking may be shown before you select your appointment.

3.6 TDF may replace an allocated Coach where reasonably necessary because of illness, availability, conflict of interest or another operational reason.

3.7 Where we need to replace your Coach, we will endeavour to provide a suitably experienced replacement. If we cannot do so for the booked time, we will offer an alternative appointment or refund as appropriate.

4.1 The standard price for a 60-minute Interview Coaching booking is £199, unless a different price is clearly displayed when you purchase the service.

4.2 The price shown at checkout is the total price payable by you, including VAT where applicable.

4.3 Payment must normally be made in full before the appointment is confirmed.

4.4 Payment may be processed by Stripe or another payment processor used by TDF.

4.5 Your booking is not confirmed until payment has been successfully received and TDF has issued confirmation.

5.1 Available appointments are determined by the availability submitted by our Interview Coaches.

5.2 Selecting an available time does not guarantee that appointment until payment has been completed and you have received booking confirmation.

5.3 You are responsible for ensuring that:

• the email address supplied when booking is correct;
• you can access Microsoft Teams or the platform specified;
• you have an appropriate internet connection;
• your microphone and audio equipment are functioning;
• you join the appointment at the correct date and time; and
• any information requested by TDF is provided sufficiently in advance.

5.4 Appointment times are displayed in the time zone stated on the booking system.

6.1 You may be invited to provide information such as:

• the role for which you are applying;
• the relevant employer;
• the recruitment stage you have reached;
• the vacancy advertisement;
• your CV;
• previous interview feedback;
• areas you particularly wish to practise; or
• other information reasonably relevant to the session.

6.2 You are responsible for ensuring information you provide is accurate and that you are entitled to provide it to TDF.

6.3 You should not provide confidential documents belonging to a railway employer or another third party where you do not have authority to share them.

6.4 The Coach will normally undertake reasonable preparation based upon the information available before the appointment.

6.5 Failure to provide requested information may reduce the amount of tailoring that can reasonably be provided during your session.

7.1 Interview Coaching is intended to help you:

• practise answering interview questions;
• structure and communicate your own experiences effectively;
• understand how your responses may be perceived;
• identify strengths and areas for development;
• improve interview technique;
• develop confidence through realistic practice; and
• better understand the professional standards generally expected within safety-critical railway environments.

7.2 TDF will not provide a service intended to enable you to cheat, circumvent or improperly manipulate a railway recruitment or assessment process.

7.3 Neither TDF nor its Coaches will knowingly:

• supply protected or confidential live recruitment questions;
• disclose confidential employer assessment material;
• disclose confidential scoring systems;
• manufacture false competency examples for you;
• encourage you to misrepresent your qualifications or experience;
• provide answers for you to memorise and dishonestly present as your own experience;
• assist you in circumventing psychometric, medical or competence requirements; or
• improperly influence a railway recruitment process.

7.4 You remain responsible for the answers and information you subsequently provide to any prospective employer.

8.1 Purchasing Interview Coaching does not guarantee:

• an interview;
• progression through recruitment;
• a particular interview score;
• successful completion of an MMI, DMI or CBI;
• employment;
• successful completion of psychometric testing;
• medical fitness; or
• appointment as a train driver or to any other railway role.

8.2 Recruitment decisions remain entirely with the relevant employer or assessment organisation.

8.3 Interview performance is affected by numerous factors outside TDF's control.

8.4 TDF's obligation is to provide the purchased service with reasonable care and skill, not to guarantee a particular recruitment outcome.

9.1 Feedback may identify weaknesses or areas requiring significant improvement.

9.2 Our Coaches are expected to provide constructive and professional feedback based upon your performance during the session.

9.3 Receiving critical feedback does not, by itself, mean that the service has been delivered incorrectly.

9.4 Feedback reflects the professional judgement of the Coach and is intended for developmental purposes.

9.5 Feedback does not constitute an official assessment by a railway employer or occupational psychologist.

10.1 Interview Coaching sessions may be recorded and/or transcribed.

10.2 Recording and transcription may be used for purposes including:

• reviewing your performance;
• producing or supporting your feedback;
• internal quality assurance;
• Coach quality monitoring;
• investigating complaints or disputes;
• maintaining professional standards; and
• improving the TDF Interview Coaching service.

10.3 You will be informed where a session is being recorded.

10.4 Recordings, transcripts and associated personal data will be handled in accordance with TDF's Privacy Policy and applicable data protection legislation.

10.5 You must not record the session yourself without the prior agreement of TDF and the Coach.

10.6 Session recordings and transcripts are not automatically supplied to customers unless this forms part of the product purchased or TDF agrees otherwise.

11.1 TDF may review Coaching sessions as part of its Internal Quality Assurance process.

11.2 This may include review of:

• recordings;
• transcripts;
• written feedback;
• customer feedback; and
• the Coach's delivery.

11.3 This process exists to maintain consistency and professional standards across TDF Interview Coaching.

12.1 Where you purchase the service online as a consumer, you will normally have a statutory right to cancel your contract within 14 days of entering into it, subject to the applicable consumer legislation.

12.2 If you book an appointment which takes place during that 14-day cancellation period, you expressly request that TDF begins providing the service before the cancellation period has expired.

12.3 We may deem the service has begun before the actual Teams appointment. For example, TDF or the Coach may:

• review information supplied by you;
• review your CV or previous feedback;
• prepare for your interview;
• arrange the appointment; or
• undertake other work directly connected with your Coaching Assignment.

12.4 If you exercise your statutory right to cancel after you have expressly requested that the service begin during the cancellation period, we may charge a proportionate amount for services already provided where permitted by law.

12.5 Once the service has been fully performed, following your express request for performance to begin during the cancellation period and your acknowledgement that your cancellation right will be lost once the service has been fully performed, you will no longer have the statutory right to cancel that completed service.

12.6 Nothing in these Terms affects any statutory cancellation or consumer rights which cannot legally be excluded or restricted.

13.1 We recognise that circumstances can change.

13.2 You may normally request to move your appointment without charge where at least 24 hours' notice is provided.

13.3 Requests are subject to Coach availability.

13.4 Where possible, TDF will allow one rescheduling request per booking.

13.5 Additional rescheduling requests may be accepted at TDF's discretion.

13.6 Rescheduling does not restart any statutory cancellation period.

14.1 If you cancel an appointment with less than 24 hours' notice, the booking may become non-refundable because:

• an Interview Coach has reserved that appointment exclusively for you;
• the Coach may have undertaken preparation;
• the appointment may no longer reasonably be capable of being resold; and
• TDF incurs costs in arranging and providing the service.

14.2 Where applicable statutory cancellation rights still exist, those rights take priority over this section.

14.3 TDF may, at its discretion, allow an appointment to be moved where exceptional circumstances have prevented attendance.

14.4 Any cancellation charge will be applied fairly and in accordance with applicable consumer law.

15.1 You should join your appointment at the scheduled time.

15.2 Where you have not joined within 15 minutes and have not contacted TDF or the Coach, you may be treated as having failed to attend.

15.3 A Coach is not normally required to remain available beyond 15 minutes where no contact has been received.

15.4 Where you fail to attend, the appointment will normally be treated as having been used and no refund will be provided, subject always to your statutory rights.

15.5 TDF may allow a replacement appointment in exceptional circumstances at its discretion.

16.1 If you arrive late, the session will normally still finish at the originally scheduled time.

16.2 This is because the Coach may have another appointment immediately afterwards.

16.3 Where practical, the Coach may choose to extend the session, but they are not required to do so.

17.1 If TDF or the Coach is unable to deliver your appointment, we will normally offer you:

• a replacement Coach;
• an alternative date or time; or
• a refund where a suitable replacement cannot reasonably be provided.

17.2 Where a significant technical failure attributable to TDF or the Coach prevents a meaningful session from taking place, TDF will normally rearrange the affected appointment without additional charge.

17.3 This does not apply to technical problems caused solely by your own equipment, internet connection or failure to access the meeting platform.

17.4 We will nevertheless make reasonable efforts to resolve technical issues during the appointment.

18.1 A Coach may decline or withdraw from a booking where a professional conflict of interest exists.

18.2 This may occur, for example, where the Coach:

• is directly involved in the recruitment process to which you are applying;
• could subsequently be required to formally interview or assess you;
• has responsibility for the relevant recruitment exercise; or
• identifies another professional conflict.

18.3 Where this occurs, TDF will seek to allocate another suitable Coach.

18.4 You will not be financially disadvantaged because a Coach has properly declared a conflict of interest.

19.1 Customers and Coaches are expected to treat each other professionally and respectfully.

19.2 TDF may terminate a session where a customer engages in:

• abusive behaviour;
• threatening behaviour;
• discriminatory or seriously offensive conduct;
• sexual harassment;
• deliberate attempts to obtain confidential employer information; or
• other conduct that makes continuation of the session unreasonable.

19.3 Where a session is terminated because of serious customer misconduct, TDF may refuse a refund where lawful and reasonable to do so.

20.1 TDF owns or licenses the intellectual property contained within its:

• coaching frameworks;
• feedback templates;
• training materials;
• guidance;
• documents;
• website;
• software; and
• associated resources.

20.2 Materials supplied to you are for your personal development and private use unless otherwise stated.

20.3 You must not reproduce, publish, sell, redistribute or commercially exploit TDF materials without written permission.

20.4 Nothing prevents you from using what you have personally learned during coaching when preparing for future interviews.

21.1 TDF will process personal information connected with the Interview Coaching service in accordance with its Privacy Policy and applicable data protection legislation.

21.2 Information may need to be shared with your allocated Coach so they can prepare for and conduct your session.

21.3 Coaches are required to handle customer information confidentially and in accordance with TDF requirements.

21.4 Further information about how personal information is collected, used, stored and retained is available within the TDF Privacy Policy.

22.1 If you believe the service has not been delivered appropriately, please contact TDF at contact@traindriverfoundation.com.

22.2 Please provide sufficient information for us to identify the booking and understand your concern.

22.3 We may review relevant recordings, transcripts, written feedback and other information when investigating a complaint.

22.4 We will seek to resolve legitimate complaints fairly and reasonably.

23.1 TDF will provide the Interview Coaching service with reasonable care and skill.

23.2 Nothing in these Terms excludes or restricts any consumer right which cannot lawfully be excluded.

23.3 Nothing in these Terms limits liability for:

• death or personal injury caused by negligence;
• fraud or fraudulent misrepresentation; or
• any other liability which cannot legally be limited or excluded.

23.4 Subject to your statutory rights, TDF is not responsible for recruitment decisions made by third-party employers or assessment providers.

24.1 TDF will not be responsible for delay or failure caused by circumstances outside our reasonable control where we have taken reasonable steps to minimise the effect upon you.

24.2 Where such circumstances prevent your appointment from taking place, we will seek to rearrange it or provide another appropriate remedy.

25.1 The Terms applying to your purchase will normally be those in force when you make your booking.

25.2 We may amend these Terms for future bookings.

25.3 A material change made after you purchase will not normally be applied retrospectively to your disadvantage.

26.1 These Terms are governed by the law of England and Wales.

26.2 If you are a consumer resident elsewhere within the United Kingdom, you may also have rights under the law applicable where you live which these Terms do not remove.

Questions regarding your booking should be directed to:

Train Driver Foundation
UK Train Driver Academy Ltd

Email: contact@traindriverfoundation.com

Website: https://traindriverfoundation.com/

By completing your purchase, you confirm that:

• you have read and agree to these Terms and Conditions;
• the information supplied when booking is accurate to the best of your knowledge;
• you understand that Interview Coaching does not guarantee success in any recruitment process; and
• you understand the purpose and limitations of the Interview Coaching service.

Where your appointment or preparation will begin during the statutory 14-day cancellation period, the additional express consent shown at checkout will also apply.