Last Updated: January 18, 2026
These Terms and Conditions (“Terms”) govern your access to and use of SPARK CX & Innovation’s website, services, and training programs. By engaging with our services, you agree to these Terms.
SPARK CX & Innovation provides customer experience consulting, design thinking facilitation, service design, training programs, and related professional services. Specific service details, deliverables, timelines, and fees are outlined in individual engagement agreements or proposals.
Services begin following mutual agreement on scope, timeline, and investment through a signed proposal or contract. We reserve the right to decline engagements that don't align with our expertise or values. Free assessments are consultative in nature and do not constitute formal service agreements.
Successful engagements require client collaboration. You agree to:
All methodologies, frameworks, templates, and approaches used in delivering our services remain our intellectual property. Materials specifically created for your organization (journey maps, strategy documents, research insights) become your property upon full payment. You may not resell, redistribute, or commercialize our training materials or methodologies without written permission.
Payment terms are specified in individual proposals. Typically:
Late payments may incur interest charges of 2% per month. We reserve the right to pause services for overdue accounts exceeding 30 days.
Training programs and workshops require 14 days’ notice for cancellation or rescheduling to receive a full refund. Cancellations within 14 days forfeit 50% of fees. No-shows forfeit all fees. Consulting engagements follow cancellation terms specified in individual contracts.
We maintain strict confidentiality regarding your business information, customer data, and proprietary details. Both parties agree not to disclose confidential information without prior written consent, except as required by law. This obligation survives termination of our engagement.
Our services are provided on an “as is” basis. While we commit to professional excellence, we cannot guarantee specific business outcomes or results. Our liability is limited to the fees paid for the specific service in question. We are not liable for indirect, consequential, or incidental damages.
We warrant those services will be performed professionally and competently. However, we do not warrant that our recommendations will achieve specific results, as implementation and outcomes depend on factors beyond our control.
Either party may terminate an engagement with 30 days’ written notice. You remain responsible for payment for work completed through the termination date. We reserve the right to terminate immediately for non-payment or breach of these Terms.
Any disputes will first be addressed through good-faith negotiation. If unresolved, disputes will be subject to mediation before pursuing legal action. These Terms are governed by the laws of Kenya.
We may update these Terms periodically. Continued engagement after changes constitutes acceptance. Material changes will be communicated directly to active clients.
Questions about these Terms? Please contact us from our Contact Page.
