Company Information

Last updated on July 30, 2026.

The owner of this website is:

Coyama - Operated Happiness Rests Inside Limited SC897401 Limited Company
Warehouse, 2 -6 Lothian Street, Hawick, TD9 9HB
United Kingdom
Email: calm@coyama.live
Phone number: 07960915153

The legal representative(s) of Coyama - Operated Happiness Rests Inside Limited SC897401 Limited Company:

Barry Chalmers

1. General

1.1 We are registered at Yoga Alliance under the licence or registration number:

812983

We are willing or obliged to participate in dispute resolution procedures before a consumer arbitration board.

Disclaimer

Coyama - Operated Happiness Rests Inside Limited SC897401 is committed to keeping this website up to date and accurate.

Should you nevertheless encounter anything that is incorrect or out of date, we would appreciate it if you could let us know. Please indicate where on the website you read the information. We will then look at this as soon as possible. Please send your response by email to: calm@coyama.live.

We are not liable for loss as a result of inaccuracies or incompleteness, nor for loss resulting from problems caused by or inherent to the dissemination of information through the internet, such as disruptions or interruptions. When using web forms, we strive to limit the number of required fields to a minimum. For any loss suffered as a result of the use of data, advice or ideas provided by or on behalf of Coyama - Operated Happiness Rests Inside Limited SC897401 via this website, Coyama - Operated Happiness Rests Inside Limited SC897401 accepts no liability.

The use of the website and all its components (including forums) is subject to terms of use. The mere use of this website implies the knowledge and the acceptance of these terms of use.

Any personal data you provide us with in the context of your response or request for information will only be used in accordance with our privacy statement.

Coyama - Operated Happiness Rests Inside Limited SC897401 shall make every reasonable effort to protect its systems against any form of unlawful use. Coyama - Operated Happiness Rests Inside Limited SC897401 shall implement appropriate technical and organisational measures to this end, taking into account, among other things, the state of the art. However, it shall not be liable for any loss whatsoever, direct and/or indirect, suffered by a user of the website, which arises as a result of the unlawful use of its systems by a third party.

Coyama - Operated Happiness Rests Inside Limited SC897401 accepts no responsibility for the content of websites to which or from which a hyperlink or other reference is made. Products or services offered by third parties shall be subject to the applicable terms and conditions of those third parties.

All intellectual property rights to content on this website are vested in Coyama - Operated Happiness Rests Inside Limited SC897401 or in third parties who have placed the content themselves or from whom Coyama - Operated Happiness Rests Inside Limited SC897401 has obtained a user licence.

Copying, disseminating and any other use of these materials is not permitted without the written permission of Coyama - Operated Happiness Rests Inside Limited SC897401, except and only insofar as otherwise stipulated in regulations of mandatory law (such as the right to quote), unless specific content dictates otherwise.

If you have any questions or problems with the accessibility of the website, please do not hesitate to contact us.

Training Terms and Conditions

Business: Happiness Rests Inside Limited, trading as COYAMA

Company number: SC897401

Effective date: 2 September 2026

Version: 1.0

Contact: calm@coyama.live

How to read these terms

These terms form the contract for training supplied by Happiness Rests Inside Limited, trading as COYAMA. Please read them together with the information shown on the relevant course page, booking form or written proposal (the “Course Information”).

Important

These terms cover COYAMA’s training services. Flights, transport, accommodation or other travel services contracted and paid for directly with a third party remain under that third party’s contract. Where COYAMA sells a combination that is a package under the Package Travel and Linked Travel Arrangements Regulations 2018, separate Package Booking Conditions and the legally required information will be provided before booking.

Contents

1. About these terms

2. Courses and Course Information

3. Eligibility and prerequisites

4. Booking and acceptance

5. Prices and payment

6. Delivery and reasonable changes

7. Cancellation or postponement by COYAMA

8. Attendance and missed training

9. Assessments, extensions and certification

10. Accreditation and professional status

11. Conduct, warnings and removal

12. Health, safety, consent and accessibility

13. Photography and recordings

14. Materials, intellectual property and ReSoMe®

15. Student cancellation, refunds and non-attendance

16. Complaints and appeals

17. Liability, insurance and general legal terms

18. Schedule 1: cancellation form

1. About these terms

1.1 In these terms, “COYAMA”, “we”, “us” and “our” mean Happiness Rests Inside Limited, trading as COYAMA, company number SC897401. “Student” means the person attending or accessing the training. “Purchaser” means the person or organisation making the booking and responsible for payment.

1.2 These terms apply to all current and future COYAMA training programmes, courses, workshops and continuing professional development activities, whether delivered in person, live online, through pre-recorded or self-paced content, in a blended or hybrid format, or as the educational element of residential delivery.

1.3 The contract consists of these terms, the Course Information, the booking confirmation, the COYAMA Training Cancellation, Transfer and Refund Policy and any written variation expressly agreed by COYAMA. Course-specific dates, prices, inclusions, prerequisites and assessment requirements in the Course Information take priority where they differ from general administrative details in these terms.

1.4 Nothing in these terms excludes or restricts rights that cannot lawfully be excluded. A consumer is an individual purchasing mainly for purposes outside their trade, business, craft or profession.

1.5 Where COYAMA sells accommodation together with training or other travel services and the booking is a package within the Package Travel and Linked Travel Arrangements Regulations 2018, separate Package Booking Conditions and the legally required pre-contract information will apply. Those terms will take priority for cancellation, alteration, insolvency protection and other package matters. These Training Terms may apply to the educational component only where the Package Booking Conditions expressly incorporate them.

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2. Courses and Course Information

2.1 The Course Information will identify the course format, learning outcomes, dates or access period, location or online platform, fees, inclusions, exclusions, prerequisites, attendance requirements, key modules and assessment requirements.

2.2 Images, sample schedules and descriptions are illustrative unless expressly stated to be fixed. The substance and advertised learning outcomes of the course will be maintained, subject to the reasonable-change provisions below.

2.3 For self-paced digital courses, access lasts for the period stated in the Course Information. If no period is stated, access will remain available for 12 months from purchase. For online materials supporting a scheduled programme, access will remain available for 12 months after the scheduled completion date unless stated otherwise.

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3. Eligibility and prerequisites

3.1 Students must be at least 18 years old when their course begins.

3.2 Any prerequisites appear in the Course Information. Floating Soundbath Practitioner Training requires an appropriate prior professional or practitioner qualification acceptable to COYAMA. ReSoMe® Practitioner and Master pathways require completion of the relevant COYAMA foundation or preceding pathway specified for that course.

3.3 The Student must provide accurate information and genuine evidence of prerequisites when requested. Acceptance based on false or materially incomplete information may be withdrawn.

3.4 COYAMA may decline or withdraw acceptance where prerequisites are not met or where there is a legitimate safety, safeguarding, suitability or operational reason. We are not required to disclose confidential information or provide a detailed reason where it would be inappropriate or unlawful to do so. Decisions will not be based on unlawful discrimination.

3.5 If COYAMA decides before training begins that a Student does not meet the prerequisites or cannot be accepted, all course fees paid directly to COYAMA will be refunded. This does not apply where acceptance is withdrawn because the Student supplied false information or committed misconduct, in which case section 11 applies.

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4. Booking and acceptance

4.1 A Purchaser may normally book and pay immediately without a separate application stage. A booking request is an offer to purchase the course. The contract is formed when COYAMA sends written booking confirmation, unless that confirmation expressly states that acceptance remains conditional. Before booking, the Purchaser must be given a reasonable opportunity to read these terms and the Training Cancellation, Transfer and Refund Policy and must confirm acceptance of both.

4.2 COYAMA does not ordinarily accept a new booking within 15 complete calendar days of a scheduled course start date.

4.3 Following confirmation, the Student must complete the required health questionnaire and participation and consent form within 72 hours. Completion is part of onboarding and does not replace the Student’s continuing responsibility to update relevant information.

4.4 If information supplied raises a concern, COYAMA may contact the Student to discuss reasonable adjustments, medical clearance or whether safe participation is possible. We will collect only information reasonably required for these purposes.

4.5 Where a business or other organisation books for one or more delegates, that organisation is the Purchaser, is responsible for payment and must ensure each delegate receives and follows the applicable course policies. Consumer cancellation rights do not apply to a business purchase unless the law provides otherwise.

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5. Prices and payment

5.1 The price and payment schedule are shown in the Course Information. Prices include VAT only where VAT is legally chargeable.

5.2 COYAMA may accept full payment, a deposit or an instalment plan. Unless the Course Information states otherwise, a deposit is 20% of the course price and is credited against the total price.

5.3 Unless a different date is shown in the Course Information, the outstanding balance is due 60 days before international or residential training that is not sold as a package, and 30 days before other scheduled in-person training. If a booking is accepted after the relevant balance date, full payment is due immediately. Package bookings follow the payment schedule in the applicable Package Booking Conditions.

5.4 If payment is overdue, COYAMA may suspend access, withhold certification or cancel the place after giving reasonable written notice. A cancellation for non-payment is treated as cancellation by the Purchaser under the Training Cancellation, Transfer and Refund Policy, and the deposit may be retained only to the extent permitted by that policy and applicable law.

5.5 Where a Purchaser uses Klarna or another credit provider, the separate agreement with that provider governs repayments and arrears owed to it. This does not alter the course contract or COYAMA’s cancellation terms.

5.6 The course price includes only the items identified in the Course Information. These may include tuition, manuals, ordinary assessments, certification, specified meals, specified accommodation and use of training equipment. Equipment is not supplied to keep unless expressly stated.

5.7 Unless expressly included, the price excludes travel, flights, visas, insurance, independently arranged accommodation, optional equipment purchases and fees payable by the Student to an accrediting or membership body.

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6. Delivery and reasonable changes

6.1 COYAMA may replace a tutor with a suitably qualified tutor, move training to a reasonably comparable venue in the same general area, make minor timetable changes or change the order of modules and activities.

6.2 COYAMA will inform affected Students as soon as reasonably practicable. A minor change that does not materially reduce the course’s main characteristics, learning outcomes or overall value does not entitle the Purchaser to cancel or receive a refund.

6.3 COYAMA will not move an advertised in-person component online without agreement where that would materially change the nature of the course.

6.4 Some courses require minimum enrolment. Where reasonably possible, a decision not to proceed for insufficient enrolment will be communicated at least 60 days before international or residential training and at least 30 days before UK non-residential training.

6.5 Where the booking is a package, the Package Booking Conditions govern changes, minimum-number cancellation deadlines and the Purchaser’s options. Nothing in this section reduces those rights.

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7. Cancellation or postponement by COYAMA

7.1 If COYAMA cancels a course or makes a material change that significantly alters its principal characteristics, the Purchaser may choose either a replacement date or a refund of the affected course fees paid directly to COYAMA.

7.2 If a course is postponed, COYAMA will offer a replacement date. If the replacement is not reasonably suitable, the Purchaser may request a refund of the affected course fees paid directly to COYAMA.

7.3 COYAMA is not responsible for independently booked flights, travel, visas, accommodation, insurance or other personal expenses, except where the law makes us responsible. Students should avoid non-refundable arrangements until COYAMA has confirmed that minimum enrolment has been reached.

7.4 For a package booking, cancellation, postponement, significant changes and any resulting refund or alternative arrangement are governed by the applicable Package Booking Conditions and package-travel law.

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8. Attendance and missed training

8.1 Students must complete 100% of required online modules. For scheduled in-person training, Students must normally attend at least 80% of teaching time and complete every module identified as a key or essential module.

8.2 Minor lateness or early departure will be managed reasonably. Repeated lateness, a missed key module or absence that prevents assessment of competence may delay or prevent certification.

8.3 Where educationally and operationally possible, COYAMA may offer a missed-hours or missed-module arrangement through a later course date, supervised session, recording or distance-learning task. Any additional fee will reflect the format and staff time required and will be agreed before the arrangement is confirmed.

8.4 An alternative or make-up arrangement is not guaranteed where the learning outcome requires live observation, specialist equipment, a particular venue or group participation.

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9. Assessments, extensions and certification

9.1 Depending on the course, assessment may include practical assessment, observed teaching, case studies, examinations, reflective or written work and evidence of participation.

9.2 Assessment is competency based. A Student who has not yet demonstrated the required competence may resubmit work or repeat an assessment, subject to reasonable academic and operational limits.

9.3 No resit fee is charged where a resit can be completed online or can reasonably be included within an existing in-person session without additional resources. COYAMA may charge a reasonable fee agreed in advance where additional tutor time, venue hire or a separate practical assessment is required.

9.4 Unless the Course Information states otherwise, outstanding work must be completed within 30 days after the scheduled course completion date or the date feedback is issued, whichever is later.

9.5 COYAMA may grant a 30-day extension for a £50 administration and continued-support fee. Additional extensions are discretionary and may carry an additional published fee.

9.6 A certificate may confirm attendance, completion or successful assessment, as appropriate to the particular course. Enrolment, payment or attendance alone does not guarantee successful certification.

9.7 COYAMA may withhold or delay certification while required attendance, assessments, payments or conduct proceedings remain outstanding.

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10. Accreditation and professional status

10.1 The Course Information will identify any accreditation or recognition actually held by the particular programme. A statement that accreditation is intended, pending or applied for is not a guarantee that it will be awarded.

10.2 COYAMA intends relevant programmes to be eligible for IPHM accreditation and relevant yoga programmes for Yoga Alliance recognition where available and appropriate. Accreditation belongs to the approved COYAMA programme and does not automatically make an individual Student a member of any professional body.

10.3 Students are responsible for their own applications, memberships, registration charges, continuing professional development and compliance with the requirements of IPHM, Yoga Alliance or any other professional body.

10.4 Completion does not guarantee employment, income, clients, professional insurance, membership of or acceptance by a professional body, or legal permission to practise in a particular country or setting.

10.5 Graduates act independently and not under the COYAMA banner unless a separate written agreement expressly provides otherwise. Before offering paid services, graduates should obtain appropriate insurance and satisfy themselves that they are competent, legally permitted and adequately equipped to do so.

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11. Conduct, warnings and removal

11.1 Students must behave safely, respectfully and professionally and follow reasonable instructions from COYAMA tutors, facilitators, staff and venue personnel.

11.2 Misconduct includes:

• harassment, discrimination, bullying, sexual misconduct or retaliation;
• violence, threats, intimidation, abusive behaviour or deliberate disruption;
• attending or participating while impaired by alcohol, unlawful drugs, misused medication or any substance to an extent that creates a safety or participation concern;
• unsafe conduct, refusal to follow reasonable safety instructions or inappropriate physical contact;
• dishonesty, plagiarism, falsification of records or material misrepresentation;
• unauthorised recording, misuse of confidential information or infringement of intellectual property;
• damage to equipment or property, unlawful conduct or conduct seriously affecting the welfare or learning of others.

11.3 Where appropriate, COYAMA will explain the concern and give a warning and reasonable opportunity to correct the behaviour. Serious misconduct, an immediate safety concern or conduct incompatible with continued participation may result in suspension or removal without a prior warning.

11.4 An owner, course director, tutor or other authorised COYAMA team member may take an immediate safety decision. Any longer suspension or final removal will be reviewed by COYAMA as soon as reasonably practicable.

11.5 Removal does not automatically entitle the Purchaser to a refund. Any financial outcome will take account of the circumstances, services already supplied, losses caused and applicable law. The Student may use the complaints and appeal process in section 16.

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12. Health, safety, consent and accessibility

12.1 Students must provide accurate information reasonably relevant to safe participation, including relevant health conditions, injuries, allergies, dietary needs, medication effects, pregnancy, accessibility requirements and emergency-contact details, and must promptly update it if circumstances change.

12.2 To help us support the Student and provide a more comfortable training experience, the health questionnaire will invite, not require, the Student to share any concerns about their physical or emotional wellbeing that they believe may affect participation. Detailed disclosure of trauma or sensitive personal history is not required.

12.3 COYAMA uses a trauma-informed approach, but its training is educational and is not medical care, psychotherapy, counselling, psychiatric treatment, regression therapy or crisis support. Movement, sound, breath awareness and meditation can sometimes bring up physical sensations or unexpected emotions. Students may pause, observe, modify or decline an exercise and should tell a facilitator if they need support.

12.4 Hands-on adjustments and placement of instruments on or near the body require clear, informed and ongoing consent. Consent may be refused or withdrawn at any time, without explanation or disadvantage. A consent preference recorded before training does not replace checking consent in the moment.

12.5 Accessibility and reasonable adjustments are considered individually according to the course outcomes, activities, venue and available delivery methods. Students should contact COYAMA as early as possible so that reasonable options can be considered.

12.6 Students remain responsible for working within their limits, using equipment as instructed and seeking appropriate independent medical advice where needed. A waiver or acknowledgement does not exclude liability that cannot legally be excluded.

12.7 Students attending international residential training must obtain travel insurance appropriate to the destination and planned activities, including suitable medical, cancellation and curtailment protection. COYAMA does not sell or advise on insurance. Failure to arrange suitable insurance does not create an additional cancellation or refund right against COYAMA.

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13. Photography and recordings

13.1 COYAMA may invite Students to consent to photography, filming or testimonials for marketing and educational purposes. Marketing consent is optional, is recorded separately and can be withdrawn for future use. Refusing marketing consent will not affect participation.

13.2 COYAMA may make administrative or teaching recordings where this has been explained and a lawful basis exists. Access will be limited and recordings will be retained only as reasonably necessary.

13.3 Students may record a training session only with COYAMA’s prior written permission and the consent of any identifiable participant. Permission may be limited or withdrawn to protect confidentiality, intellectual property or the learning environment.

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14. Materials, intellectual property and ReSoMe®

14.1 Unless stated otherwise, Students may download and retain manuals and handouts supplied for their course and may use the knowledge, exercises and methods learned when working with their own clients within their competence and scope of practice.

14.2 Course materials remain owned by COYAMA or the identified rights holder. Students must not copy or distribute substantial parts, upload materials to shared drives or artificial-intelligence systems, publish recordings, resell materials, remove ownership notices or reproduce a COYAMA course for training other practitioners without written permission.

14.3 Students must protect personal information and confidential disclosures encountered during training, case studies, group discussions and assessments.

14.4 ReSoMe® is a registered trade mark, UK00004416666. Successful completion of relevant training permits only the practitioner use expressly described in the applicable certificate or licence. Use by a leisure centre, yoga studio, spa or other commercial venue may require a separate venue licence. Community-based teaching and all branded use remain subject to the separate ReSoMe® licence terms supplied for the relevant pathway.

14.5 Completion of a course does not transfer ownership of a trade mark, curriculum, manual, recording, brand asset or other COYAMA intellectual property.

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15. Student cancellation, refunds and non-attendance

15.1 All cancellation, transfer, reallocation, refund, non-payment, withdrawal and non-attendance matters are governed by the COYAMA Training Cancellation, Transfer and Refund Policy. That policy forms part of the contract and is supplied or clearly linked before booking.

15.2 In summary only, a consumer booking online may have a statutory 14-day cancellation right. Immediate supply of digital content or the early start of a service requires the appropriate express request, consent and acknowledgement. The full rules, deadlines and refund process are set out in the Training Cancellation, Transfer and Refund Policy.

15.3 After any applicable statutory cancellation period, cancellation does not create an automatic right to a refund, transfer or credit. Any amount retained or deducted will be assessed under the Training Cancellation, Transfer and Refund Policy, applicable consumer law, the services already supplied and COYAMA’s reasonable net loss. COYAMA will not recover the same loss twice.

15.4 Cancellation must be communicated clearly in writing to calm@coyama.live. The effective date is the date the clear cancellation statement is received. The optional form in Schedule 1 may be used but is not compulsory.

15.5 Package bookings are excluded from the ordinary Training Cancellation, Transfer and Refund Policy to the extent stated in that policy. The applicable Package Booking Conditions govern cancellation, transfer, changes and refunds for a package.

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16. Complaints and appeals

16.1 A concern should be raised promptly with the tutor or COYAMA where it is safe and appropriate to do so, allowing an opportunity to resolve it during the course.

16.2 A formal complaint should be sent to calm@coyama.live with the Student’s contact details, the relevant course, a clear description, relevant dates, supporting information and the outcome requested.

16.3 COYAMA will acknowledge a formal complaint within five working days and aims to issue a substantive written response within 28 days. If more time is reasonably required, we will explain why and provide an updated timeframe.

16.4 A complaint or conduct appeal will be reviewed by the director, training consultant or another appropriate person who was not directly involved where reasonably possible. For a small organisation, fully independent review may not always be practicable; an external adviser may be used where proportionate and available.

16.5 No person will be treated adversely for raising or supporting a concern in good faith. Deliberately false or malicious allegations may themselves be addressed under the conduct process; an allegation is not malicious merely because it is not upheld.

16.6 The detailed Complaints and Appeals Policy applies. Its internal time limits do not remove statutory rights or prevent a person contacting a regulator, accrediting body or court where entitled to do so.

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17. Liability, insurance and general legal terms

17.1 COYAMA will provide its services with reasonable care and skill. Nothing excludes liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation, or any liability that cannot legally be excluded.

17.2 COYAMA is responsible for foreseeable loss caused by its breach of contract or failure to use reasonable care and skill. It is not responsible for loss that was not foreseeable, not caused by our breach, avoidable through reasonable action by the affected person, or attributable to an independent contract with a third party, except where the law provides otherwise.

17.3 Where the Purchaser is a business, COYAMA is not liable for loss of profit, revenue, business, anticipated savings, opportunity or goodwill. Subject to clause 17.1, our aggregate contractual liability to a business Purchaser will not exceed the course fees paid for the affected Student and course.

17.4 Events outside reasonable control may require delay or alteration. COYAMA will take reasonable steps to minimise disruption and will apply sections 6 and 7 where a course cannot be delivered as agreed.

17.5 The Student is responsible for independently arranged travel, accommodation, visas and insurance. A recommendation to obtain insurance does not make COYAMA an insurance adviser or guarantee that a policy will respond.

17.6 COYAMA may update these terms for future bookings. The version supplied when the contract is formed continues to apply to that booking unless a change is required by law or expressly agreed.

17.7 If any provision is found invalid or unenforceable, the remaining provisions continue in effect. A delay in enforcing a right is not a waiver of that right. No third party may enforce this contract under the Contract (Third Party Rights) (Scotland) Act 2017 unless expressly stated.

17.8 The contract is governed by Scots law. The Scottish courts have jurisdiction, but a consumer living elsewhere in the United Kingdom may bring proceedings in the courts available to them under applicable consumer law.

17.9 Notices and questions may be sent to calm@coyama.live or to Happiness Rests Inside Limited, Warehouse, 2–6 Lothian Street, Hawick, TD9 9HB.

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Schedule 1. Optional cancellation form

Complete and return this form only if you wish to cancel during an applicable statutory cancellation period.

To: Happiness Rests Inside Limited, trading as COYAMA

Email: calm@coyama.live

Address: Warehouse, 2–6 Lothian Street, Hawick, TD9 9HB

 

I/We give notice that I/we cancel the contract for the following course:

 

Course: _______________________________________________________________

Order or booking reference: ______________________________________________

Booked on: _____________________________________________________________

Name of Purchaser: _____________________________________________________

Address of Purchaser: ___________________________________________________

______________________________________________________________________

Signature (only if sent on paper): __________________________________________

Date: __________________________________________________________________

End of Training Terms and Conditions

Attendance and Course Completion Policy

Business: Happiness Rests Inside Limited, trading as COYAMA

Company number: SC897401

Effective date: 2 September 2026

Version: 1.0

Policy contact: calm@coyama.live

This policy should be read with the applicable Course Information and COYAMA Training Terms and Conditions.

At a glance

Required online modules must be completed in full. Scheduled in-person training normally requires at least 80% attendance and completion of every key module. Meeting an attendance threshold does not by itself guarantee certification: all applicable competency and assessment requirements must also be completed.

1. Purpose and scope

1.1 This policy explains how COYAMA records attendance, manages absence and missed learning, determines course completion and issues certificates.

1.2 It applies to all current and future COYAMA training programmes, workshops and continuing professional development activities, including in-person, live-online, self-paced, blended, hybrid and residential training formats.

1.3 Course-specific requirements—including teaching hours, key modules, assessments and deadlines—appear in the relevant course page, learner handbook, timetable or booking information (the “Course Information”). Where a professional or accrediting body requires a higher attendance standard, the Course Information will state that requirement.

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2. Attendance requirements

2.1 Students must complete 100% of modules designated as required online learning. A module is complete only when its required content and any associated knowledge check, task or acknowledgement have been submitted.

2.2 For scheduled in-person training, Students must normally attend at least 80% of the total scheduled teaching time and complete every module identified as key or essential.

2.3 A blended or hybrid course requires both completion of all required online modules and satisfaction of the applicable in-person attendance and key-module requirements.

2.4 Some courses or accreditations may require 100% attendance or a different threshold. COYAMA will identify this before booking or, if an accrediting body introduces a later mandatory change, as soon as reasonably practicable.

2.5 Reaching the numerical attendance threshold does not guarantee course completion or certification. The Student must also demonstrate the required competencies, complete assessments, comply with conduct requirements and pay all fees due.

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3. Recording attendance and engagement

3.1 COYAMA may record attendance using registers, tutor records, online-platform completion records, participation in live sessions, submission logs or reasonable equivalent evidence.

3.2 Students are responsible for signing or checking in accurately and must not record attendance for another person. Suspected falsification may be addressed under the Student Code of Conduct.

3.3 For online learning, leaving content open, skipping required elements or allowing another person to complete work does not amount to meaningful completion. COYAMA may require a Student to repeat content or demonstrate understanding.

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4. Punctuality and leaving early

4.1 Occasional minor lateness or early departure will normally be managed informally and need not prevent completion.

4.2 Repeated lateness, substantial time missed or absence during a key module may be recorded as missed training and may require a make-up arrangement before certification.

4.3 A Student arriving after a safety briefing or essential setup may be asked to observe, wait for a suitable entry point or complete that element later if immediate participation would be unsafe or disruptive.

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5. Notifying COYAMA of absence

5.1 A planned absence should be discussed with the programme contact as early as possible. Approval of an absence does not automatically waive an attendance, key-module or assessment requirement.

5.2 For unexpected illness or emergency, the Student should contact COYAMA as soon as reasonably practicable. The Student is not required to disclose intimate details, but should provide enough information for COYAMA to understand the likely attendance impact and discuss available options.

5.3 Failure to attend without contact is treated as an unapproved absence. COYAMA will not manage or chase routine attendance on the Student’s behalf.

5.4 Absence does not create a right to a refund, transfer or free repeat course. Financial consequences are governed by the Training Terms and Conditions and applicable law.

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6. Missed modules and make-up learning

6.1 A missed key or essential module must be completed before certification, even where the Student has attended at least 80% of the remaining in-person teaching.

6.2 Where educationally and operationally suitable, COYAMA may offer one or more of the following:

• attendance at the relevant module on a later course date;
• a supervised practical or individual tutor session;
• a live-online or recorded learning activity;
• additional written, reflective or case-study work;
• another reasonable method that allows the required learning outcome to be demonstrated.

6.3 The make-up method will depend on the learning outcome. A recording or written task will not replace live practical work where direct observation, specialist equipment, physical presence or group participation is essential.

6.4 Any fee for make-up learning will reflect additional tutor time, administration, venue hire, equipment or access required. The fee and arrangement will be confirmed before the Student commits to it. Where no additional resources are required, COYAMA may provide the arrangement without charge.

6.5 Make-up opportunities depend on course scheduling and availability and cannot be guaranteed by a particular date. Until the relevant requirement is completed, certification may be delayed.

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7. Assessment and competency

7.1 Depending on the course, assessment may include practical demonstrations, observed teaching, case studies, examinations, knowledge checks, reflective work and other written submissions.

7.2 Assessment is competency based. A result may therefore be recorded as competent, not yet competent, complete, incomplete or another equivalent description rather than simply pass or fail.

7.3 A Student who has not yet demonstrated competence may ordinarily resubmit work or repeat an assessment. Multiple attempts may be available, subject to academic integrity, reasonable time limits and the continued suitability of the course pathway.

7.4 No resit fee is charged where a resit can be completed online or reasonably included within an existing in-person session without additional resources. A reasonable fee may apply where a separate practical assessment, venue, specialist equipment or additional tutor time is required; it will be agreed in advance.

7.5 Feedback will identify the areas requiring further work. The Student is responsible for acting on feedback and submitting the required evidence within the applicable deadline.

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8. Completion deadlines and extensions

8.1 Unless the Course Information specifies another period, outstanding assessment or make-up work must be completed within 30 days after the scheduled course completion date or the date feedback is issued, whichever is later.

8.2 A Student may request a 30-day extension. If approved, the standard extension and continued-support fee is £50. Further extensions are discretionary and may attract an additional published fee.

8.3 An extension changes the submission deadline only. It does not reduce the required standard, guarantee certification or reserve unlimited tutor support.

8.4 COYAMA will consider disability-related reasonable adjustments individually. No charge will be imposed where waiving or modifying a fee is required as a reasonable adjustment or by law.

8.5 If work remains outstanding after the final agreed deadline, the Student may be recorded as incomplete. Re-entry later may require payment for reassessment, updated learning or enrolment on a newer course version.

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9. Completion and certification decisions

9.1 A Student completes a course only after satisfying all applicable attendance, key-module, online-learning, assessment, conduct and payment requirements.

9.2 The certificate issued will reflect the result achieved. It may be a certificate of attendance, a certificate of completion or a certificate confirming successful competency assessment and certification.

9.3 Payment, enrolment, attendance or submission of work does not guarantee successful certification.

9.4 COYAMA may withhold or delay a certificate while requirements remain incomplete, fees remain unpaid, submitted work is being verified or a relevant conduct process remains unresolved.

9.5 If accreditation or professional-body recognition applies, certification may also depend on mandatory standards imposed on the particular programme. The Course Information will identify any such requirements known at the time of booking.

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10. Withdrawal from a programme

10.1 COYAMA may consider withdrawing a Student where continued completion is no longer realistically or safely achievable, including where:

• attendance falls below the required level and suitable make-up learning is unavailable or not completed;
• required online modules or assessments remain incomplete after the final agreed deadline;
• false or materially misleading information affects eligibility or assessment integrity;
• fees remain overdue after reasonable written notice;
• the Student is removed under the Student Code of Conduct or Training Terms and Conditions.

10.2 Where appropriate, COYAMA will first explain what remains outstanding and provide a reasonable opportunity to resolve it. Immediate withdrawal may be appropriate for serious misconduct, dishonesty or safety concerns.

10.3 Withdrawal does not automatically produce a refund. Any financial outcome is determined under the Training Terms and Conditions, taking account of services supplied, applicable law and the circumstances.

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11. Review and appeal

11.1 A Student who believes an attendance, completion or assessment decision contains a factual or procedural error should first contact the programme lead promptly with the relevant information.

11.2 If the issue is not resolved informally, the Student may use COYAMA’s Complaints and Appeals Policy. Raising a concern in good faith will not result in retaliation or disadvantage.

11.3 An appeal reviews whether the decision was reasonable, evidence based and made under the applicable course requirements. It is not an automatic reassessment or entitlement to certification.

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12. Records, privacy and review

12.1 COYAMA retains appropriate attendance, assessment and certification records in accordance with its Privacy and Data Protection Policy, accreditation needs and legal obligations.

12.2 Information about health, disability or personal circumstances is handled separately and shared only where reasonably necessary to support participation, safety or a requested adjustment.

12.3 This policy is reviewed annually and when course formats, accreditation requirements or relevant law materially change. The version supplied for a booking applies alongside the corresponding Training Terms and Conditions.

12.4 Policy contact: Tamara Goldie, calm@coyama.live. Postal address: Happiness Rests Inside Limited, Warehouse, 2–6 Lothian Street, Hawick, TD9 9HB.

End of Attendance and Course Completion Policy

Student Code of Conduct

Business: Happiness Rests Inside Limited, trading as COYAMA

Company number: SC897401

Effective date: 2 September 2026

Version: 1.0

Policy contact: calm@coyama.live

This Code should be read with the applicable Course Information, COYAMA Training Terms and Conditions and supporting policies.

At a glance

Students must act respectfully, safely and honestly; respect consent, boundaries, confidentiality and the learning environment; and follow reasonable instructions. COYAMA will normally seek to address concerns proportionately, but serious misconduct or an immediate safety risk may result in removal without a prior warning.

1. Purpose and scope

1.1 This Code sets the standards of behaviour expected from every person enrolled on or attending a COYAMA course, assessment, workshop, residential programme or other training activity (a “Student”).

1.2 It applies during in-person and live-online teaching, self-paced learning, assessments, residential stays, course-related travel or activities, digital groups and communications, and any interaction connected with a COYAMA programme.

1.3 The Code protects Students, tutors, facilitators, venue staff, contractors, guests and the wider community. It applies alongside the Training Terms and Conditions, Attendance and Course Completion Policy, Anti-Harassment Policy, Professional Conduct Policy and Complaints and Appeals Policy.

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2. Core standards

2.1 Students are expected to take responsibility for their conduct and to help maintain a professional, supportive and inclusive learning environment.

2.2 Students must:

• treat others with dignity, courtesy and respect, including when opinions, identities, backgrounds or levels of experience differ;
• follow reasonable instructions given by tutors, facilitators, venue staff and authorised COYAMA team members;
• participate without deliberately disrupting, intimidating or undermining others;
• communicate honestly and constructively, including when raising a concern or giving feedback;
• respect personal boundaries, consent, privacy, property and the facilities being used;
• take reasonable care of their own health and safety and that of others.

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3. Respect, equality and harassment

3.1 Bullying, harassment, discrimination, victimisation, sexual harassment and sexual misconduct are not permitted. This includes verbal, physical, visual, written and online behaviour.

3.2 Unacceptable conduct includes threats, intimidation, persistent unwanted contact, degrading remarks, slurs, hostile jokes, sexual comments or advances, unwanted touching, deliberate exclusion, stalking, and displaying or sharing offensive or sexually explicit material.

3.3 COYAMA will consider the behaviour, its impact, the surrounding circumstances and whether it forms part of a pattern. A person does not have to intend harm for conduct to be inappropriate.

3.4 Good-faith disagreement, respectful discussion and proportionate feedback are allowed. They must not be used as a cover for personal attacks, discriminatory behaviour or repeated disruption.

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4. Safety, fitness to participate and intoxication

4.1 Students must follow safety briefings, venue rules, equipment instructions and reasonable directions relating to risk, hygiene, safeguarding and emergency procedures.

4.2 A Student must not attend or participate where their judgement, coordination, behaviour or ability to take part safely is materially impaired by alcohol, illegal or non-prescribed drugs, prescribed or over-the-counter medication, or any other substance.

4.3 Taking prescribed medication is not misconduct. However, a Student should seek appropriate medical advice and inform COYAMA of any participation restriction or relevant safety consideration where this is reasonably necessary. They need not disclose more private medical detail than is required to manage participation safely.

4.4 Violence, threats of violence, reckless conduct, possession of unlawful substances, and possession or use of a weapon are treated as serious concerns. COYAMA may stop participation or require a person to leave immediately where safety may be at risk.

4.5 In an emergency or where required to protect a person, COYAMA may contact emergency services, venue security or another appropriate authority.

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5. Consent, boundaries and wellbeing

5.1 Physical contact, hands-on adjustments and the placement of instruments on or near the body require clear, informed and ongoing consent. Consent may be declined or withdrawn at any time without the Student having to give a reason.

5.2 Students must respect another person’s stated or apparent boundary. Pressuring, mocking or disadvantaging someone for declining touch, an exercise, a disclosure or optional participation is not acceptable.

5.3 Some practices, including meditation, may bring up unexpected emotions. Students may pause or step out where safe to do so and should alert a tutor if they need practical support. COYAMA training is educational and is not medical care, psychotherapy or crisis treatment.

5.4 Students must not attempt to diagnose, treat or counsel another participant beyond their competence or present personal opinion as medical or professional advice.

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6. Participation and the learning environment

6.1 Students should arrive prepared, attend as required, complete work within stated deadlines and avoid behaviour that unreasonably interrupts teaching or prevents others from learning.

6.2 Reasonable questions and respectful challenge are welcome. Persistent interruption, hostile argument, refusal to follow a reasonable instruction, or repeated lateness that materially affects others may be addressed under this Code.

6.3 Phones and other devices must be silent or used only as permitted. During residential training, Students must also respect shared accommodation, quiet hours, local customs, venue staff and the reasonable privacy of others.

6.4 A Student who needs an accessibility adjustment should contact COYAMA as early as reasonably possible. COYAMA will consider reasonable adjustments individually and in accordance with applicable law.

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7. Academic and assessment integrity

7.1 All submitted work and assessment evidence must be the Student’s own except where collaboration, quotation, research assistance or another form of support has been expressly permitted.

7.2 Plagiarism, fabrication, impersonation, falsifying attendance or evidence, unauthorised collaboration, obtaining assessment material improperly, or arranging for another person or an automated system to complete assessed work is misconduct.

7.3 Artificial-intelligence tools may be used only to the extent permitted in the Course Information or by the assessor. Any required disclosure or acknowledgement must be made, and the Student remains responsible for accuracy, originality and demonstrating their own competence.

7.4 COYAMA may investigate authorship or require a Student to explain, repeat or demonstrate work where there is a reasonable integrity concern.

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8. Confidentiality, privacy and recording

8.1 Personal stories, health information, case-study information and sensitive matters shared by another participant must be treated respectfully and kept confidential, subject to safeguarding, legal and safety exceptions.

8.2 Students must not photograph, film, livestream or make an audio recording of a training session, assessment or participant without COYAMA’s prior written permission and the consent of anyone identifiable in the recording.

8.3 Permission to record may be limited or withdrawn. An approved personal-accessibility recording must not be shared, published, sold, copied to another person or used for another purpose.

8.4 Students must not disclose another person’s contact details, image, private communications or personal information without a lawful and appropriate reason.

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9. Digital communication and social media

9.1 This Code applies to course groups, learning platforms, email, messaging services, social media and other digital spaces where the conduct has a sufficient connection with COYAMA or its community.

9.2 Students must not use digital channels to harass, threaten, shame or impersonate another person; publish confidential information; circulate misleading allegations as fact; or disrupt course delivery.

9.3 Nothing in this Code prevents a Student from giving an honest review, raising a protected concern, seeking advice, reporting suspected wrongdoing or exercising another legal right. Students are asked to communicate accurately and responsibly.

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10. Property, materials and use of the COYAMA name

10.1 Students must take reasonable care of venues, accommodation, equipment and property. Theft, deliberate damage, unauthorised use or reckless handling may lead to removal and a claim for the reasonable cost of loss or damage.

10.2 Course materials may be used only as permitted by the Training Terms and Conditions and Course Information. Students must not share, reproduce, resell or distribute protected materials without permission.

10.3 A Student must not claim to represent, work for or be authorised to bind COYAMA, and must not misrepresent their enrolment, results, certification, accreditation or professional status.

10.4 Use of COYAMA or ReSoMe® names, logos, marks and programme branding is subject to the applicable written permission and licensing requirements. ReSoMe® is registered under UK trade mark number UK00004416666.

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11. Raising and responding to concerns

11.1 A Student who experiences or witnesses concerning behaviour should, where they feel able, tell a tutor, programme lead, owner, director or other COYAMA team member, or contact calm@coyama.live.

11.2 Immediate safety concerns should be raised straight away. A Student is not expected to confront the person involved. Emergency services should be contacted where urgent external assistance is required.

11.3 COYAMA may take proportionate interim measures while considering a concern, including separating participants, changing groups, limiting contact, pausing participation or asking a person to leave for the day. An interim measure is not itself a final finding.

11.4 Information will be handled as discreetly as reasonably possible, but absolute confidentiality cannot be promised where information must be shared to investigate, obtain advice, protect safety or comply with law.

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12. Warnings, investigation and decisions

12.1 COYAMA will respond proportionately, taking account of seriousness, impact, available evidence, risk, any pattern of behaviour, previous guidance or warnings, and the need to act fairly.

12.2 For a concern that is suitable for informal resolution, COYAMA will normally explain the issue and may give guidance or a verbal or written warning, together with the conduct expected and the possible consequence of repetition.

12.3 A warning is not required before action in every case. Serious misconduct, a significant safety or safeguarding concern, suspected criminal conduct, material dishonesty or conduct that makes continued participation untenable may justify immediate suspension or removal.

12.4 Where practicable, the Student will be told the substance of the concern and given a reasonable opportunity to respond before a final decision. COYAMA may proceed on the available information if the Student does not engage or urgent action is required.

12.5 Any tutor, facilitator, owner, director or authorised team member may take immediate steps needed to manage a session or protect safety. A final conduct decision may be made by a COYAMA owner, director, programme lead, tutor or another team member authorised for that purpose.

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13. Possible outcomes

13.1 Depending on the circumstances, an outcome may include:

• no further action, informal guidance, an agreed boundary or a restorative conversation where appropriate;
• a verbal or written warning, behavioural conditions or a requirement to apologise;
• repeat learning, reassessment or another action needed to protect academic integrity;
• restricted participation, change of group, temporary suspension or exclusion from an activity or venue;
• removal from the course, refusal of certification or exclusion from future COYAMA activities;
• recovery of reasonable loss or damage, or referral to a venue, accrediting body, emergency service or other authority where appropriate.

13.2 Removal, suspension or withdrawal for conduct reasons does not automatically create a right to a refund, transfer, reallocation or certificate. Any financial outcome will be determined under the Training Terms and Conditions, services already supplied, applicable law and the circumstances.

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14. Appeals and non-retaliation

14.1 A Student may challenge a final conduct decision through COYAMA’s Complaints and Appeals Policy. An appeal should identify the factual or procedural error, relevant new evidence or reason the outcome is said to be disproportionate.

14.2 An appeal does not automatically pause a safety measure, suspension or removal. COYAMA will decide whether an interim arrangement can safely remain in place while the appeal is considered.

14.3 COYAMA will not tolerate retaliation against anyone who raises a concern, supports another person or participates in a review in good faith. Knowingly false or malicious allegations may themselves be addressed under this Code; an allegation is not malicious merely because it is not upheld.

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15. Records, review and contact

15.1 COYAMA may retain proportionate records of concerns, evidence, warnings, decisions and appeals in accordance with its Privacy and Data Protection Policy, accreditation requirements and legal obligations.

15.2 This Code is reviewed annually and whenever course delivery, accreditation requirements or relevant law materially change. The version supplied for a booking applies to that programme, subject to any change required for safety or by law.

15.3 Policy contact: Tamara Goldie, calm@coyama.live. Postal address: Happiness Rests Inside Limited, Warehouse, 2–6 Lothian Street, Hawick, TD9 9HB.

End of Student Code of Conduct

Health, Safety and Wellbeing Policy

Business: Happiness Rests Inside Limited, trading as COYAMA

Company number: SC897401

Effective date: 2 September 2026

Version: 1.0

Policy lead: Tamara Goldie

This policy should be read with the applicable Course Information, Student Code of Conduct, Privacy and Data Protection Policy and COYAMA Training Terms and Conditions.

At a glance

COYAMA uses proportionate risk assessment, pre-course health information, clear safety briefings and ongoing consent to support safe participation. Students remain responsible for working within their limits, following instructions and telling us about relevant restrictions. They may decline touch or pause an activity without having to justify that choice.

1. Purpose and scope

1.1 COYAMA is committed to providing a learning environment that protects health, safety, dignity and wellbeing so far as reasonably practicable.

1.2 This policy applies to all current and future COYAMA courses, workshops, assessments and continuing professional development, including in-person, live-online, self-paced, blended, hybrid and residential formats in the UK and overseas.

1.3 The policy covers Students, tutors, facilitators, contractors, volunteers, visitors and others who may be affected by COYAMA activities. All COYAMA training programmes are intended for adults aged 18 or over.

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2. Responsibilities

2.1 Overall responsibility for this policy rests with Happiness Rests Inside Limited. Tamara Goldie is the Health, Safety and Wellbeing Lead.

2.2 The lead tutor or designated COYAMA representative for each activity is responsible for immediate session safety, including checking the space, giving relevant briefings, responding to concerns and knowing the local emergency arrangements.

2.3 COYAMA will provide suitable information, instruction and supervision; maintain proportionate risk assessments; use competent facilitators; and review accidents, near misses and safety concerns.

2.4 Students must take reasonable care of themselves and others, follow safety instructions, use equipment only as directed, work within their limits and report hazards, accidents or material changes affecting safe participation.

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3. Risk assessment and safe delivery

3.1 COYAMA assesses foreseeable risks in proportion to the activity, participants, equipment, venue, delivery format and location. Additional assessment is undertaken for new activities, unfamiliar venues and residential or overseas programmes.

3.2 Controls may include adapting the activity, changing equipment or layout, limiting numbers, increasing supervision, providing an alternative, pausing participation or cancelling an activity that cannot be delivered safely.

3.3 Risk assessment reduces foreseeable risk but cannot remove every possibility of illness, injury, distress, travel disruption or accidental loss. Students must use their own judgement and stop if they feel unable to continue safely.

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4. Health questionnaire and participation information

4.1 Following booking, Students will be sent a combined health questionnaire, participation acknowledgement and consent form. It should be completed accurately within 72 hours of receipt. A proportionate version may be used for online-only learning.

4.2 The form asks for information reasonably relevant to participation, which may include injuries, medical conditions, pregnancy, allergies, dietary needs, medication-related restrictions, accessibility needs and emergency contact details.

4.3 We invite Students to share any concerns about their physical or emotional wellbeing that they feel may affect participation, so we can support them better and provide a more comfortable experience during training. Students are not expected to disclose diagnoses, trauma histories or intimate details they do not wish to share.

4.4 A Student must tell COYAMA about a material change arising before or during the programme. Where a disclosed matter creates a genuine safety question, COYAMA may discuss modifications, request appropriately focused medical clearance, restrict a particular activity or defer participation.

4.5 The form supports risk management and informed participation. It does not exclude liability that cannot lawfully be excluded, remove a Student’s statutory rights or make a Student responsible for risks created by COYAMA’s negligence.

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5. Health information and privacy

5.1 Health information is sensitive personal data. COYAMA will collect only information it reasonably needs, explain its use, protect it appropriately and handle it in accordance with the Privacy and Data Protection Policy.

5.2 Relevant information may be shared with the tutor, designated safety lead, venue or emergency personnel only where reasonably necessary for participation, an adjustment, safeguarding, emergency response or legal compliance.

5.3 Emergency contact information is used only where reasonably needed. Students are responsible for ensuring their nominated contact knows that their details have been provided.

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6. Consent, choice and trauma-informed practice

6.1 COYAMA takes a trauma-informed approach based on choice, clear explanation, predictable delivery, respect for boundaries and avoiding unnecessary pressure or disclosure.

6.2 Consent to physical touch, hands-on adjustment or placement of an instrument on or near the body must be clear, informed, specific and ongoing. A preference recorded on a form may be changed verbally or non-verbally at any time.

6.3 A Student may decline touch, choose an offered variation, pause or step out where it is safe to do so, without having to explain why. Declining an optional activity will not attract criticism or disadvantage, although a required competency may need to be demonstrated later by an appropriate method.

6.4 Meditation, restorative practice, sound and other reflective activities may sometimes bring up unexpected sensations or emotions. Tutors will not deliberately conduct regression, psychotherapy, trauma processing or other psychological treatment as part of training.

6.5 If distress arises, the tutor may pause the activity, offer practical grounding choices, identify a quieter space, contact an emergency person where appropriate or signpost external professional support. COYAMA does not provide medical or mental-health diagnosis, treatment or crisis care.

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7. Physical practice and equipment

7.1 Practice spaces are checked for suitable flooring, space, lighting, ventilation, temperature and foreseeable trip or access hazards. Students must keep personal belongings and equipment positioned safely.

7.2 Movement is taught with clear instructions and, where suitable, modifications or props. Students should not force a movement, compete with others or continue through sharp pain, dizziness, breathing difficulty or another warning sign.

7.3 COYAMA equipment is visually checked and maintained appropriately. Students must report damage and must not use unfamiliar, specialist or electrical equipment without permission or instruction.

7.4 Any equipment a Student brings remains their responsibility and must be suitable, maintained and used safely. COYAMA may refuse equipment that presents a risk or is inappropriate for the venue.

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8. Sound-based activities

8.1 Bowls, gongs, speakers and other sound equipment will be positioned, transported and used to reduce risks from weight, instability, trailing cables, electrical supply and proximity to participants.

8.2 Volume and proximity will be managed reasonably. Students should tell the tutor promptly about discomfort or relevant sound sensitivity, tinnitus, hearing concerns or another participation restriction.

8.3 An instrument will not be placed on a person’s body without specific consent and suitable instruction, supervision and consideration of weight, position and the Student’s disclosed needs.

8.4 Floating sound-bath and water-based activities require additional venue and activity controls. Students must follow all pool, flotation, hygiene, entry, exit and supervision instructions and must not participate while impaired or where a disclosed restriction makes participation unsafe.

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9. Venues, fire safety and first aid

9.1 Before in-person delivery, COYAMA or the venue checks relevant matters such as emergency exits, evacuation arrangements, first-aid provision, access, floor condition, lighting and activity-specific hazards.

9.2 Students will receive a proportionate safety briefing and must follow the venue’s rules and evacuation instructions. Fire exits and access routes must not be obstructed.

9.3 Appropriate first-aid arrangements will be identified for each in-person activity. COYAMA may rely on suitable venue-provided cover. A first-aid kit will be available or its location confirmed.

9.4 Where a venue is controlled by a partner organisation, COYAMA will cooperate with that organisation on shared safety responsibilities. Students must promptly raise a concern with the tutor or venue team.

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10. Online and self-paced learning

10.1 Students undertaking movement, meditation or practical work remotely are responsible for choosing a suitable space with enough room, stable flooring, ventilation, safe equipment and freedom from avoidable obstruction or interruption.

10.2 Remote supervision is necessarily limited. Students should position their device only where safe, follow the stated level of practice, take breaks and stop if they feel unwell, unsafe or unable to follow an instruction.

10.3 A live-online tutor may ask a Student to modify or stop an activity. For self-paced content, the Student should use the support route supplied with the course before continuing if unsure.

10.4 Students must not undertake practical activities while driving, operating machinery, supervising another risk-sensitive activity or in another unsuitable environment.

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11. Residential and overseas programmes

11.1 Residential and overseas programmes receive additional consideration of the destination, accommodation, planned activities, local conditions, climate, food and water arrangements, transport interfaces, communication and access to medical or emergency assistance.

11.2 Students must follow local laws, venue requirements, reasonable group-safety instructions and the specific pre-departure information. They remain responsible for passports, visas, vaccinations or health advice, personal medication and their independent travel arrangements.

11.3 Adequate travel insurance is a condition of participation in an international residential programme. The Student is responsible for selecting and maintaining cover suitable for the destination, activities, medical needs, cancellation and disruption. Unless Course Information says otherwise, COYAMA does not assess the suitability of an individual policy.

11.4 For UK residential programmes and other activities involving material travel or accommodation commitments, suitable travel insurance is strongly recommended. A lack of insurance does not transfer the Student’s travel or cancellation losses to COYAMA.

11.5 A designated COYAMA representative will coordinate the programme response to an incident, but local venues, emergency services, transport providers and authorities remain responsible for matters within their control.

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12. Accessibility and reasonable adjustments

12.1 Accessibility varies by activity and venue. COYAMA will provide available information and consider reasonable adjustments individually, taking account of the Student’s needs, course outcomes, safety, venue constraints and applicable law.

12.2 Students are encouraged to contact COYAMA as early as possible. COYAMA may discuss an alternative method, support person, equipment, schedule, room arrangement or venue access, but cannot guarantee that every adjustment will be reasonable or preserve every course outcome.

12.3 A health condition or disability does not automatically prevent participation. Any restriction will be based on the actual activity and available controls rather than assumption.

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13. Illness, medication and fitness to participate

13.1 Students should not attend in person where they have a contagious illness or symptoms that create a material risk to others. They should notify COYAMA promptly so that any available learning or attendance option can be discussed.

13.2 Students remain responsible for taking and safely storing their own medication. COYAMA personnel do not administer medication unless a specific lawful and agreed arrangement has been made.

13.3 A Student must not participate while materially impaired by alcohol, illegal or non-prescribed drugs, prescribed or over-the-counter medication, or another substance. Taking medication as directed is not misconduct, but its effects must be considered when deciding whether participation is safe.

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14. Accidents, incidents and emergencies

14.1 Any accident, injury, near miss, equipment failure, safeguarding concern or significant hazard should be reported to the tutor or designated COYAMA representative as soon as possible.

14.2 COYAMA will record appropriate details, immediate action and follow-up. Serious incidents will be reviewed, and external reporting will be made where required by law or the responsible venue or authority.

14.3 In an emergency, COYAMA may stop an activity, administer or arrange first aid, contact emergency services, use relevant health or emergency-contact information, evacuate a venue or take another proportionate protective step.

14.4 Students must cooperate with reasonable fact-finding after an incident. Raising a genuine concern or reporting a near miss in good faith will not result in retaliation.

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15. Insurance, records and review

15.1 COYAMA maintains public-liability and professional-indemnity insurance appropriate to the activities it delivers. Facilitators must hold any insurance COYAMA requires for their role. Current evidence is retained internally and may be supplied to a venue or accrediting body where appropriate.

15.2 Risk assessments, checks, health information and incident records are retained and reviewed in accordance with operational need, accreditation requirements, the Privacy and Data Protection Policy and applicable law.

15.3 This policy is reviewed annually, after a significant incident and when a new activity, delivery format, venue type, destination or material legal requirement is introduced.

15.4 Policy contact: Tamara Goldie, calm@coyama.live. Postal address: Happiness Rests Inside Limited, Warehouse, 2–6 Lothian Street, Hawick, TD9 9HB.

End of Health, Safety and Wellbeing Policy

Complaints and Appeals Policy

Business: Happiness Rests Inside Limited, trading as COYAMA

Company number: SC897401

Effective date: 2 September 2026

Version: 1.0

Policy contact: calm@coyama.live

This policy should be read with the applicable terms and conditions, Student Code of Conduct, Facilitator Professional Conduct Policy and Privacy and Data Protection Policy.

At a glance

A concern may be raised informally or as a formal written complaint. COYAMA will normally acknowledge a formal complaint within five working days and aim to issue its written outcome within 28 calendar days. A final decision may be appealed on defined grounds, and nobody will be disadvantaged for raising a genuine concern in good faith.

1. Purpose and commitment

1.1 COYAMA aims to provide high standards of teaching, assessment, facilitation, administration and customer care. Concerns and complaints are treated seriously, respectfully and as an opportunity to resolve problems and improve services.

1.2 This policy explains how to raise a concern, how COYAMA will consider it, the possible outcomes and how a final decision may be appealed.

1.3 COYAMA will seek a fair and proportionate process. Fairness does not require a court-style hearing, legal representation or an external investigator in every case.

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2. Scope

2.1 This policy may be used by current or former Students, applicants, clients, participants, facilitators, contractors, visitors and members of the public with a direct and legitimate concern about a COYAMA service or activity.

2.2 It covers concerns about teaching, assessment, course content, administration, communication, facilities, safety, accessibility, discrimination, harassment, conduct, refunds and other aspects of COYAMA’s services.

2.3 Employment grievances, contractor disputes and data-protection rights may require a separate process. COYAMA will explain the appropriate route and may coordinate related procedures to avoid unnecessary duplication.

2.4 An immediate danger, suspected crime, medical emergency or urgent safeguarding matter should be reported to the appropriate emergency service or authority as well as COYAMA. This complaints procedure is not an emergency response service.

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3. Concerns, complaints and appeals

3.1 A concern is an issue that may be suitable for prompt informal resolution. A complaint is an expression of dissatisfaction requiring a formal response. An appeal asks COYAMA to review a defined decision, such as an assessment, attendance, conduct, removal or complaint outcome.

3.2 COYAMA may classify or redirect a submission according to its substance rather than its title. The person raising it will be told which process is being used.

3.3 A service complaint does not automatically change an attendance requirement, assessment result, payment obligation, cancellation term or safety measure while it is considered. COYAMA may agree an interim arrangement where appropriate.

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4. Informal resolution

4.1 Where the person feels able and the issue is suitable, they are encouraged to raise it promptly with the tutor, facilitator, programme lead, training consultant or COYAMA director. Many misunderstandings and practical issues can be resolved quickly.

4.2 Informal resolution is optional. It is not required where the matter is serious, concerns the person who would receive it, involves harassment or safeguarding, or the person reasonably feels unable to raise it directly.

4.3 An informal resolution might include clarification, correction, practical support, an agreed boundary, an apology or another proportionate action. If it does not resolve the matter, a formal complaint may be made.

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5. Making a formal complaint

5.1 A formal complaint should be sent by email to calm@coyama.live or by post to the registered address in section 16. A reasonable alternative method will be accepted where required as an accessibility adjustment.

5.2 The complaint should, so far as possible, include:

• the complainant’s full name and preferred contact details;
• the relevant course, booking, event, service or decision;
• a clear account of what happened, including dates and people involved;
• the steps already taken to resolve the matter;
• the outcome sought;
• copies of relevant messages, documents or other available evidence.

5.3 A complaint should normally be made within three months of the event or of the complainant reasonably becoming aware of it. COYAMA may consider a later complaint where there is a good reason, the matter is serious or it remains reasonably possible to investigate.

5.4 COYAMA may ask for clarification or focused additional information. A complainant is not expected to disclose more sensitive personal or health information than is reasonably necessary.

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6. Reports by witnesses, representatives and anonymous reports

6.1 A person who witnesses misconduct or a safety or safeguarding concern may report it even if they were not the person directly affected. COYAMA will consider the information and the wishes and privacy of those affected.

6.2 A complainant may be supported or represented by another person with their authority. COYAMA may seek direct confirmation where a decision affects the complainant personally.

6.3 Anonymous information may be considered, but anonymity can limit verification, response and the fairness of action against another person. COYAMA cannot promise a particular investigation or outcome where material facts cannot be tested.

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7. Acknowledgement and initial assessment

7.1 COYAMA will normally acknowledge a formal complaint within five working days of receipt. The acknowledgement will identify the contact person and may request further information.

7.2 COYAMA will consider the nature, urgency and appropriate route; any immediate safety or welfare measures; potential conflicts; the information needed; and whether another organisation controls part of the issue.

7.3 COYAMA may pause or adapt the process where a police, safeguarding, insurer, court, regulator, accrediting body or other external process could be prejudiced. The complainant will be informed so far as reasonably possible.

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8. Who handles the complaint

8.1 As a small organisation, a complaint will normally be handled by a director, training consultant, yoga consultant, programme lead or another suitable person appointed by COYAMA.

8.2 Where practicable, the handler will not be the person whose conduct or decision is principally challenged and will not have a material conflict of interest.

8.3 If no wholly uninvolved internal person is reasonably available, COYAMA will disclose the position and apply safeguards such as documented reasons, separate evidence review or consultation with another suitable person. An external adviser may be appointed where proportionate or required, but is not automatic and cannot be demanded merely because COYAMA is a small business.

8.4 A person involved in the complaint must cooperate honestly, preserve relevant information and must not attempt to intimidate participants, coordinate accounts or interfere with the process.

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9. Review and evidence

9.1 The handler may review correspondence, booking and attendance records, policies, assessment evidence, photographs or recordings lawfully available, and may speak separately with the complainant, the person complained about and relevant witnesses.

9.2 The process will be proportionate to the seriousness and complexity of the matter. COYAMA is not required to pursue every suggested line of enquiry where it is repetitive, irrelevant, unavailable or unlikely to affect the outcome.

9.3 Where a finding may materially affect a person, they will normally be told the substance of the concern and given a reasonable opportunity to respond before a final decision, subject to urgent safety action and lawful confidentiality restrictions.

9.4 Decisions will be made on the information reasonably available, taking account of consistency, reliability, corroboration, context and any plausible alternative explanation. A lack of independent witnesses does not automatically determine the outcome.

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10. Timescale and communication

10.1 COYAMA aims to provide a written formal outcome within 28 calendar days of receiving the complaint. Where essential information is missing, the period may reasonably run from receipt of that information.

10.2 If the matter cannot reasonably be completed within 28 days, COYAMA will explain the reason, provide a progress update and give a revised anticipated date. Complex, multi-party or external-process cases may take longer.

10.3 The complainant should respond to reasonable information requests and keep contact details current. Unreasonable delay or non-engagement may result in a decision on the available information or closure of the complaint.

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11. Outcome and remedies

11.1 The written outcome will normally summarise the issues considered, the conclusion and key reasons, any action that can appropriately be disclosed, and the right to appeal.

11.2 Possible outcomes include no further action, explanation, correction, apology, practical support, service improvement, reassessment, staff guidance or training, a warning, conditions, suspension, removal or referral to another body.

11.3 A refund, credit or financial adjustment may be offered where appropriate under the applicable terms, services supplied, legal rights and circumstances. Making a complaint does not itself create an entitlement to a refund or compensation.

11.4 Privacy and fairness may prevent COYAMA from disclosing confidential employment, contractual, health, safeguarding or disciplinary details concerning another person. COYAMA may confirm that appropriate action has been taken without giving its private details.

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12. Assessment and course-decision appeals

12.1 A Student may appeal an assessment, attendance, completion, certification, conduct or removal decision where they believe there was a material factual error, procedural irregularity, undisclosed conflict, unreasonable application of the published criteria or relevant new evidence that could not reasonably have been supplied earlier.

12.2 An appeal is not a fresh assessment merely because the Student disagrees with academic judgement. COYAMA may arrange reassessment or moderation where the appeal identifies a sufficient basis.

12.3 The appeal should be submitted to calm@coyama.live within 14 calendar days of the decision, identify the decision challenged, state the grounds and include the supporting information. A late appeal may be accepted where there is a good reason.

12.4 COYAMA will normally acknowledge the appeal within five working days and aim to provide a written appeal outcome within 28 calendar days, subject to the extension process in section 10.2.

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13. Appealing a complaint outcome

13.1 A complainant or person directly subject to a complaint finding may appeal the final outcome within 14 calendar days on one or more of the grounds in section 12.1 or because the remedy or sanction is said to be clearly disproportionate.

13.2 Where practicable, an appeal will be reviewed by a person who did not make the original decision. If no uninvolved internal reviewer is reasonably available, COYAMA will use the safeguards in section 8.3 and may appoint an external adviser where proportionate.

13.3 The appeal reviewer may uphold, vary or overturn the decision, require further enquiries or return a matter for reconsideration. The internal appeal outcome is final within COYAMA’s procedure.

13.4 An appeal does not automatically suspend a safety measure, course removal, assessment restriction or other protective action. COYAMA will decide whether an interim arrangement can safely and fairly remain in place.

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14. External escalation and legal rights

14.1 If COYAMA holds relevant IPHM status and the complaint concerns a course, provider or conduct within IPHM’s remit, an unresolved complainant may approach IPHM after completing COYAMA’s process or once 28 days have passed without satisfactory resolution, in accordance with IPHM’s current procedure.

14.2 IPHM acts as an accreditation body and may review or mediate relevant concerns, but it does not issue refunds or enforce financial outcomes. The complainant should consult IPHM’s official website for its current scope and submission form.

14.3 Where another accrediting or professional body has jurisdiction, the outcome will identify any relevant external route known to COYAMA. External bodies set their own eligibility, time limits and remedies.

14.4 Nothing in this policy removes any statutory right, prevents a person from seeking independent advice or reporting a matter to an appropriate authority, or requires urgent criminal, safety or safeguarding concerns to await the internal process.

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15. Conduct during the process and non-retaliation

15.1 Everyone involved must communicate respectfully. COYAMA may set reasonable boundaries on abusive, threatening, discriminatory, repetitive or excessive communication while continuing to consider the substance of a genuine complaint.

15.2 COYAMA will not tolerate retaliation against anyone who raises a concern, supports another person, provides information or participates in a review in good faith.

15.3 Knowingly false or malicious allegations and deliberate interference with evidence may be addressed under the applicable conduct policy. A complaint is not malicious merely because it is mistaken, cannot be substantiated or is not upheld.

15.4 Where repeated correspondence raises no materially new issue after the process is complete, COYAMA may issue a final response and limit further communication about the same matter, while remaining open to genuinely new evidence or a new complaint.

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16. Confidentiality, records and contact

16.1 Complaints and appeals are handled as discreetly as reasonably possible, but absolute confidentiality cannot be promised. Information may be shared where needed for fair review, safety, safeguarding, insurance, accreditation, professional advice or legal compliance.

16.2 COYAMA retains proportionate records of submissions, evidence, correspondence, decisions, action and appeals in accordance with its Privacy and Data Protection Policy, accreditation requirements and legal obligations.

16.3 This policy is reviewed annually and following significant procedural learning or a material change in accreditation requirements or law.

16.4 Complaints contact: Tamara Goldie, calm@coyama.live. Registered postal address: Happiness Rests Inside Limited, Warehouse, 2–6 Lothian Street, Hawick, TD9 9HB.

End of Complaints and Appeals Policy

Facilitator Professional Conduct Policy

Business: Happiness Rests Inside Limited, trading as COYAMA

Company number: SC897401

Effective date: 2 September 2026

Version: 1.0

Policy contact: calm@coyama.live

This policy should be read with the Student Code of Conduct, Health, Safety and Wellbeing Policy, Anti-Harassment Policy, Privacy and Data Protection Policy and Complaints and Appeals Policy.

At a glance

Everyone teaching, assessing or supporting a COYAMA programme must work within their competence, protect student welfare, maintain clear boundaries, obtain ongoing consent, preserve confidentiality and act honestly. The position carries trust and must never be used for sexual, emotional, financial or professional exploitation.

1. Purpose and scope

1.1 This policy sets the professional and ethical standards required of every tutor, trainer, facilitator, assessor, mentor, assistant, guest teacher and contractor delivering or supporting activity for or on behalf of COYAMA (a “Facilitator”).

1.2 It applies to all current and future COYAMA programmes, workshops, assessments, residential training and related communications, whether delivered in person, online, in the UK or overseas.

1.3 The policy applies during preparation, delivery, assessment and follow-up, and to conduct outside a session where it has a material connection with COYAMA, a Student or the Facilitator’s role.

1.4 Facilitators may also be subject to contractual duties and the standards of an insurer, venue, accrediting body or professional organisation. The higher applicable standard should be followed where requirements differ.

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2. Core professional duties

2.1 Facilitators must act with integrity, care, competence, fairness and respect, recognising the trust and influence associated with the Facilitator–Student relationship.

2.2 Facilitators must:

• place Student welfare and safe learning ahead of personal status, convenience or financial gain;
• prepare appropriately and deliver the agreed syllabus and learning outcomes to a professional standard;
• follow COYAMA policies, risk controls, course procedures and reasonable management instructions;
• communicate accurately, respectfully and without intimidation, humiliation or favouritism;
• raise promptly any matter that may affect safe, fair or competent delivery;
• cooperate honestly with quality assurance, complaints, safeguarding and incident reviews.

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3. Competence and scope of practice

3.1 Facilitators must represent their qualifications, experience, accreditation, insurance and professional status honestly, and teach or assess only within their competence and authorised role.

3.2 A Facilitator must not diagnose a medical or psychological condition, prescribe treatment, advise a Student to disregard professional care, or claim that yoga, meditation, restorative practice or sound work cures a condition.

3.3 Where a Student’s needs fall outside the Facilitator’s competence, the Facilitator should explain the limit, pause or modify the activity if necessary, and signpost an appropriately qualified service without presenting the referral as diagnosis or treatment.

3.4 Facilitators must not improvise a high-risk, therapeutic or psychologically intensive intervention that is outside the published course and their competence. Regression, psychotherapy and deliberate trauma processing are not part of COYAMA training.

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4. Student welfare and trauma-informed practice

4.1 Facilitators must use a trauma-informed approach based on clear explanation, predictable delivery, meaningful choice, respect for boundaries and avoidance of unnecessary pressure or disclosure.

4.2 Students should be reminded that they may choose an offered variation, decline touch, pause or step out where safe to do so. A Facilitator must not shame, coerce or penalise a Student for exercising an optional choice.

4.3 If a Student becomes distressed, the Facilitator should respond calmly and within role: pause the activity where appropriate, offer practical grounding choices, protect privacy, identify support and seek emergency help if necessary.

4.4 Facilitators must not solicit detailed trauma histories or intimate health disclosures unless a clearly defined and authorised process makes limited information genuinely necessary. Sensitive disclosures must not be explored for curiosity, teaching drama or group discussion.

4.5 A Facilitator must report a significant welfare, safeguarding or safety concern through the appropriate COYAMA route rather than attempting to manage it beyond their competence.

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5. Consent and physical contact

5.1 Physical touch, hands-on adjustment and placement of an instrument on or near a Student’s body require clear, informed, specific and ongoing consent.

5.2 The Facilitator must explain what is proposed before contact, provide a genuine opportunity to decline and remain attentive to verbal and non-verbal withdrawal. Consent recorded on a form is not permanent consent for every contact.

5.3 Contact must be necessary for the stated educational or safety purpose, proportionate, professionally appropriate and stopped immediately if the Student withdraws consent or appears uncomfortable.

5.4 A Student must not be required to explain a refusal. Refusal of optional touch or instrument placement must not affect how the Student is treated, although an assessed practical competency may need to be demonstrated through an agreed appropriate method.

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6. Professional boundaries and relationships

6.1 Facilitators must maintain boundaries appropriate to the imbalance of power in a teaching, mentoring or assessment relationship and must not use access to Students to meet their own emotional, sexual, social, commercial or professional needs.

6.2 A Facilitator must not initiate, invite, encourage or engage in sexual or romantic conduct with a current Student. This applies regardless of who initiates the interaction or whether the conduct is said to be consensual.

6.3 If personal or romantic feelings arise, the Facilitator must maintain the professional boundary and seek confidential guidance from a COYAMA director or designated lead. A teaching or assessment relationship may need to be reassigned.

6.4 After teaching ends, Facilitators must continue to consider the prior power imbalance, vulnerability, duration and intensity of the relationship and any ongoing influence. They must not exploit the former relationship or use confidential information obtained through it.

6.5 Dual relationships—including friendship, family, employment, commercial dealings or therapeutic work—must be disclosed where they create an actual or perceived conflict, impaired judgement, unfair advantage or risk to a Student.

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7. Equality, inclusion and harassment

7.1 Facilitators must provide an environment free from unlawful discrimination, harassment, sexual harassment, bullying, victimisation and retaliation, and must apply course rules and opportunities fairly.

7.2 Unacceptable conduct includes degrading remarks, slurs, stereotypes, hostile jokes, intimidation, unwanted sexual attention, sexualised comments or imagery, persistent unwanted contact and unnecessary or unwanted touching.

7.3 Facilitators should use inclusive language, avoid assumptions about a person’s body, identity, beliefs, relationships, health or ability, and respond constructively to reasonable accessibility needs.

7.4 A Facilitator who witnesses or receives a report of serious misconduct must take immediate reasonable protective steps and report the matter through COYAMA’s procedure. They must not dismiss, conceal or discourage a good-faith concern.

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8. Confidentiality, privacy and recording

8.1 Facilitators must keep confidential personal, health, assessment, complaint and safeguarding information obtained through their role and access it only where needed for authorised duties.

8.2 Information may be shared only with an authorised person who reasonably needs it, or where necessary for safety, safeguarding, legal compliance or professional advice. Casual discussion, gossip and public disclosure are prohibited.

8.3 Health questionnaires and consent records must be handled through the approved COYAMA process. Facilitators must not retain unnecessary private copies on personal devices, messaging accounts or paper files.

8.4 A Facilitator must not photograph, film, livestream or record a Student except through an authorised process with the necessary consent. Student consent to marketing photography or testimonials must be optional and capable of withdrawal for future use.

8.5 Case studies and examples used in teaching must be anonymised unless there is a lawful and authorised basis for identification.

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9. Assessment and academic integrity

9.1 Assessments must be conducted consistently against the stated criteria, supported by appropriate evidence and free from favouritism, prejudice, retaliation or personal influence.

9.2 A Facilitator must disclose any relationship or conflict that could reasonably call impartiality into question and must step back where directed.

9.3 Feedback must be specific, constructive and related to the required learning or competency. Public humiliation, ridicule and criticism directed at personality or protected characteristics are not acceptable.

9.4 Facilitators must protect assessment materials, results and records; report suspected plagiarism, fabrication or impersonation fairly; and give the Student an appropriate opportunity to respond through the applicable process.

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10. Health, safety and fitness to facilitate

10.1 Facilitators must understand the relevant risk assessment, emergency arrangements, first-aid provision, venue requirements and participation restrictions before delivery begins.

10.2 A Facilitator must not teach, assess, supervise or drive on COYAMA business while their judgement or ability is materially impaired by alcohol, illegal or non-prescribed drugs, prescribed or over-the-counter medication, illness, fatigue or another condition.

10.3 Taking prescribed medication is not misconduct. The Facilitator must nevertheless assess its effects, seek appropriate advice where needed and notify COYAMA of any work restriction necessary for safe delivery without being required to disclose more private detail than reasonably necessary.

10.4 Accidents, near misses, unsafe equipment, significant hazards and safeguarding concerns must be reported promptly and recorded through the approved process.

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11. Financial integrity and conflicts of interest

11.1 Facilitators must describe fees, products, services, affiliations and financial arrangements honestly and must not use pressure, fear or a Student’s vulnerability to make a sale.

11.2 A Facilitator must not request or accept direct course payments, undisclosed commissions, referral benefits, gifts of significant value or another personal benefit connected with a COYAMA Student unless expressly authorised and transparently managed.

11.3 Actual or potential conflicts—including ownership interests, referral relationships, personal relationships and outside services offered to Students—must be disclosed promptly to COYAMA.

11.4 A Facilitator must not imply that purchase of an additional product, private session, membership or external service is required for certification unless it is an authorised and clearly disclosed course requirement.

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12. Public communication, materials and brand

12.1 Facilitators must not make false, exaggerated or misleading claims about COYAMA, a course, accreditation, professional status, health outcomes, employment prospects or likely income.

12.2 Public criticism and professional disagreement must be expressed responsibly. Nothing in this policy prevents honest review, protected disclosure, reporting wrongdoing or seeking advice, but confidential information and knowingly false statements must not be published.

12.3 Course materials, student work and COYAMA intellectual property must be used only as authorised. A Facilitator must not copy, sell, adapt or supply protected material for an unauthorised programme.

12.4 Use of COYAMA and ReSoMe® names, logos and programme branding must comply with written permissions and licensing requirements. ReSoMe® is registered under UK trade mark number UK00004416666.

12.5 A Facilitator must distinguish personal views and independent services from authorised COYAMA statements and must not imply authority to bind the company unless that authority has been given.

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13. Professional competence and ongoing requirements

13.1 Facilitators must keep required qualifications, registrations, first-aid competence, insurance and other role-specific documents current and provide reasonable evidence when requested.

13.2 Facilitators are expected to maintain relevant knowledge and skills through appropriate continuing professional development, reflective practice, supervision or standardisation activity.

13.3 A Facilitator must tell COYAMA promptly about a restriction, investigation, complaint finding, loss of insurance, suspension, criminal matter or other circumstance that may materially affect suitability to deliver their role. Disclosure will be assessed fairly and does not automatically determine the outcome.

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14. Reporting concerns and non-retaliation

14.1 Concerns about conduct should be raised promptly with a COYAMA director or through the Complaints and Appeals Policy. Immediate safety or safeguarding concerns must be escalated without delay.

14.2 COYAMA will not tolerate retaliation against a person who raises, supports or participates in the consideration of a concern in good faith. Retaliation includes threats, exclusion, adverse treatment, intimidation and interference with evidence or reporting.

14.3 Knowingly false or malicious allegations may be addressed as misconduct. A concern is not malicious merely because it is mistaken, cannot be substantiated or is not upheld.

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15. Investigation and possible outcomes

15.1 COYAMA will respond proportionately, considering seriousness, safety, impact, available evidence, any pattern, the Facilitator’s response and the need for a fair process.

15.2 Where appropriate, a concern may be addressed through guidance, additional training, supervision, a management instruction or a verbal or written warning. A prior warning is not required for serious misconduct or urgent safety action.

15.3 COYAMA may take an interim measure while a concern is considered, including altered duties, increased supervision, restricted contact or suspension. An interim measure is protective and is not itself a final finding.

15.4 Possible final outcomes include no further action, guidance, warning, corrective training, conditions, reassignment, suspension, removal from teaching or assessment, termination of the engagement, and referral to an accrediting body, insurer, venue or authority where appropriate.

15.5 Where practicable, the Facilitator will be told the substance of the concern and given a reasonable opportunity to respond. Any contractual review or appeal route will be explained with the decision.

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16. Records, review and contact

16.1 COYAMA may retain proportionate records of disclosures, concerns, evidence, interim measures, decisions and reviews in accordance with its Privacy and Data Protection Policy, accreditation requirements and legal obligations.

16.2 This policy is reviewed annually and when delivery models, professional standards, accreditation requirements or relevant law materially change.

16.3 Policy contact: Tamara Goldie, calm@coyama.live. Postal address: Happiness Rests Inside Limited, Warehouse, 2–6 Lothian Street, Hawick, TD9 9HB.

End of Facilitator Professional Conduct Policy

Training Cancellation, Transfer and Refund Policy

Effective from: 2 September 2026

1. Scope of this policy

This policy applies to bookings made directly with Happiness Rests Inside Limited, trading as COYAMA (“COYAMA”), for:

• in-person training courses and workshops;
• live online training;
• self-paced digital training;
• blended and hybrid training programmes;
• continuing professional development activities; and
• non-package residential or overseas training where the booking does not include travel services sold by COYAMA as a package.

This policy applies to COYAMA’s current and future training programmes. Course-specific dates, prices, inclusions, entry requirements and payment arrangements will be stated on the relevant booking page or booking confirmation.

This policy does not apply to ordinary leisure events such as guest Floating Sound Bath sessions, which are governed by their own event terms.

Accommodation-inclusive retreats or training programmes that constitute a package under the Package Travel and Linked Travel Arrangements Regulations 2018 are governed by separate booking conditions, as explained in section 14.

This policy forms part of COYAMA’s Training Terms and Conditions. By completing a booking, you confirm that you have read and accepted both documents.

Nothing in this policy excludes or restricts any statutory right or legal remedy that cannot lawfully be excluded or restricted.

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2. Consumer and business bookings

Certain statutory cancellation rights apply only where an individual is acting wholly or mainly outside their trade, business, craft or profession. Such an individual is referred to in this policy as a consumer.

Statutory consumer cooling-off rights do not normally apply where the booking is made wholly or mainly for business or professional purposes. This may include bookings made and paid for by studios, spas, leisure centres, employers and other organisations.

Nothing in this section prevents COYAMA from offering a business customer an additional cancellation or transfer arrangement in writing.

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3. Booking window

COYAMA does not normally accept a new booking for live training when 15 calendar days or fewer remain before its advertised start date.

Where a booking is accepted after an applicable balance-payment deadline but more than 15 days before the training begins, full payment will be required when the booking is made.

The 15-day booking restriction does not apply to a self-paced digital course that does not have a fixed start date.

Before booking, please check the course dates, delivery method, location, entry requirements, travel arrangements and your availability carefully.

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4. Fourteen-day consumer cooling-off period

If you book as a consumer online, by telephone, by email or in another situation where you and COYAMA are not physically together when the contract is made, you will normally have a statutory right to cancel within 14 calendar days without giving a reason.

The cancellation period normally ends 14 days after the day on which the booking contract is entered into.

To exercise this right, you must send COYAMA a clear cancellation statement before the cancellation period expires. You may do this by emailing calm@coyama.live.

If you cancel validly during an applicable cooling-off period before any part of the service or digital content has been supplied, COYAMA will refund all payments received for the cancelled booking.

The refund will be made without undue delay and normally within 14 days after COYAMA receives your cancellation notice. Unless agreed otherwise, the original payment method will be used.

The cooling-off right does not normally apply to a booking completed in person at COYAMA’s premises. It also does not normally apply to a booking made wholly or mainly for business or professional purposes.

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5. Early services and digital course access

If you ask COYAMA to begin supplying a service during an applicable cooling-off period and subsequently cancel, COYAMA may deduct a reasonable amount for the proportion of the service supplied before cancellation.

Where a self-paced course or other product consists wholly of digital content supplied immediately, access will only begin during the cooling-off period if you:

• expressly consent to immediate supply; and
• acknowledge that your applicable cancellation right will be lost when supply of the digital content begins.

COYAMA will confirm your express consent and acknowledgement in the booking confirmation or another durable medium.

Where these requirements have been satisfied, opening, streaming, downloading or otherwise accessing the digital course content may cause the cancellation right relating to that digital content to end.

If a booking combines digital materials with an in-person or live service, consent to immediate digital supply does not automatically remove any cancellation right that applies separately to the undelivered service.

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6. Deposits, balances and instalments

COYAMA may accept payment in full, a deposit followed by a balance, or an approved instalment arrangement.

Unless a different amount is stated before booking, the deposit will be 20% of the total course price. The deposit forms part of the total course fee and reserves your place.

Describing a payment as a deposit does not affect any statutory cancellation or refund right that applies.

Unless different arrangements are confirmed before booking:

• the balance for UK-based live training is due 30 calendar days before the training begins; and
• the balance for international live training is due 60 calendar days before the training begins.

If a booking is accepted after the applicable balance deadline, full payment will be required when booking.

If a payment is not received by its due date, COYAMA may suspend course access or cancel the booking after providing reasonable notice. Any amount retained following cancellation will be limited to the amount COYAMA is lawfully entitled to retain under this policy.

Where payment is made through Klarna or another finance or instalment provider, you may also be subject to that provider’s separate agreement. Any refund due from COYAMA will normally be processed through the original provider. Processing a refund does not automatically cancel any separate finance agreement, and you should follow the provider’s instructions.

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7. Cancellation when more than 15 days remain

If an applicable cooling-off period has ended but more than 15 calendar days remain before the advertised start date, you may cancel by emailing calm@coyama.live.

COYAMA will make reasonable efforts to reallocate the place to another eligible participant, including someone on a waiting list.

You may nominate a replacement participant. That person must:

• meet the applicable course prerequisites;
• complete the required registration and health information;
• accept the applicable course terms; and
• be approved by COYAMA before attending.

Reallocation is not guaranteed. The place is not considered reallocated until an eligible replacement has been accepted and the required payment has been received.

If the place is successfully reallocated, COYAMA will refund the amount recovered for the place after deducting:

• a reasonable administration charge capped at the lower of £100 or 10% of the advertised course price; and
• any payment-processing charges actually incurred and not recovered by COYAMA in connection with the original payment and refund.

The administration charge reflects the reasonable work involved in processing the original registration, reviewing forms, updating participant records, dealing with the cancellation, advertising or contacting a waiting list, registering a replacement and processing any refund.

If the place is not reallocated, COYAMA may deduct from the amount paid its reasonable net loss arising directly from the cancellation. This may include costs already committed and the net income lost from the reserved place, after taking account of costs saved because of the cancellation.

Depending on the circumstances, that loss may be equal to the full course fee. COYAMA will not retain more than its reasonable net loss and will provide an explanation of the calculation if requested.

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8. Cancellation within 15 days

If you cancel when 15 calendar days or fewer remain before the advertised start date, no automatic refund, credit, transfer or reallocation will be available, except where required by law.

COYAMA may apply a cancellation charge of up to 100% of the course price where this reflects its reasonable net loss arising from the cancellation. By this stage, COYAMA will normally have:

• reserved the place for you;
• closed the booking window;
• confirmed whether the course will proceed;
• committed venue, staffing and preparation costs; and
• planned the course around the confirmed number of students.

Any cancellation charge will take account of costs that COYAMA saves and any replacement income it actually receives. COYAMA will not receive payment twice for the same place.

If COYAMA unexpectedly resells the place, any resulting refund will be calculated after deducting the reasonable administration and payment-processing costs described in section 7 and any remaining loss.

These provisions apply regardless of whether cancellation results from illness, injury, bereavement, pregnancy, work, family circumstances, travel disruption, inability to obtain travel documents or another personal circumstance. These circumstances may instead be covered by suitable cancellation or travel insurance.

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9. Non-attendance and withdrawal

No refund, credit or transfer will normally be provided if you:

• fail to attend without cancelling;
• arrive too late to participate safely;
• leave the course early;
• stop participating after the course begins; or
• do not complete required online modules or assessments.

This is subject to any statutory right or remedy that cannot lawfully be excluded.

Requirements for making up missed learning, completing outstanding work and obtaining certification are contained in COYAMA’s Attendance and Course Completion Policy.

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10. Transfers and substitutions

A booking is made for the specific course and date selected. There is no automatic right to transfer the booking to another date.

When more than 15 days remain, COYAMA may approve a transfer at its discretion where:

• a suitable alternative date is available;
• the original place can be reallocated;
• the transfer will not cause COYAMA an additional loss; and
• all applicable eligibility requirements continue to be met.

A transfer is not confirmed until COYAMA provides written confirmation. Transfers are not normally permitted within 15 days of the start date.

A proposed substitute participant must satisfy all entry requirements and be approved by COYAMA. A private transfer between participants is not valid without COYAMA’s prior written approval.

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11. Insurance and independently booked expenses

You are strongly encouraged to obtain suitable cancellation insurance for the full value of your booking.

Where attending requires travel or an overnight stay, you should also consider insurance covering illness, injury, cancellation, transport disruption and other circumstances that could prevent attendance.

Selecting and purchasing appropriate insurance is your responsibility. COYAMA does not sell insurance or recommend a particular provider.

COYAMA is not responsible for independently booked flights, transport, accommodation, visas, loss of earnings or other personal expenses where you cancel or cannot attend.

You should use refundable or changeable travel arrangements where possible. Travel arrangements should not be treated as confirmed until COYAMA has confirmed that the required minimum number of students has been reached.

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12. Cancellation or rescheduling by COYAMA

Courses may require a minimum number of students. The relevant minimum may vary between programmes.

Where cancellation is being considered solely because the minimum number has not been reached, COYAMA will normally confirm whether the course will proceed no later than:

• 30 calendar days before UK-based training; or
• 60 calendar days before international training.

COYAMA may still accept additional eligible bookings after confirming that the course will proceed.

If COYAMA cancels a course and does not provide it, you may choose between:

• a full refund of the course fees paid directly to COYAMA; or
• a transfer to a suitable available replacement date without an additional administration charge.

If COYAMA reschedules the course and you cannot reasonably attend the replacement date, you will be entitled to a refund of the affected course fees paid directly to COYAMA.

COYAMA is not responsible for independently booked travel, accommodation, visas, loss of earnings or other consequential expenses, except where required by law.

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13. Changes to tutors, venues and timetables

COYAMA may make reasonable changes that do not materially alter the nature or value of the training. These may include:

• replacing a tutor with another suitably qualified tutor;
• moving the training to another suitable venue in the same area; or
• making minor changes to the timetable or order of teaching.

COYAMA will inform students of relevant changes. These minor changes do not automatically create a right to cancel, transfer or receive a refund.

If COYAMA makes a material change to an essential feature of the course, you will be offered an appropriate alternative, transfer or refund for the affected training that will not be provided as agreed.

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14. Residential retreats and package bookings

This policy applies to training bookings that do not include a combination of travel services sold by COYAMA as a package.

Where COYAMA sells an accommodation-inclusive retreat or residential training programme that is subject to the Package Travel and Linked Travel Arrangements Regulations 2018, separate package booking conditions and statutory information will be supplied before booking.

Those separate booking conditions will govern cancellation, transfers, changes, organiser responsibilities and financial protection for the package booking. Any statutory rights applying to the package will take priority over a conflicting provision of this policy.

Where you book accommodation, flights, transport or another travel service directly with an independent provider, your booking is governed by your contract with that provider. COYAMA is not responsible for refunding independently purchased third-party services.

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15. Admission and removal

Where participation is subject to prerequisites or a suitability review and COYAMA determines before the course that you do not meet the stated entry requirements, the course fees paid will be refunded in full, provided that the booking was made using accurate and complete information. Where materially false or incomplete information was supplied, any refund will be assessed according to COYAMA’s reasonable net loss and applicable law.

COYAMA may refuse an application where it reasonably considers this necessary for safety, safeguarding, course suitability, professional standards or the effective delivery of the training.

COYAMA may remove a student for serious misconduct or a serious or repeated breach of the Student Code of Conduct.

Removal does not automatically entitle the student to a refund. Any amount retained will take account of the training already provided, costs incurred and COYAMA’s reasonable net loss, subject to applicable law.

A student may use COYAMA’s Complaints and Appeals Policy to challenge a removal decision.

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16. Payment-processing charges

COYAMA will not deduct an administration or payment-processing charge from a full refund required during an applicable statutory cooling-off period or from a refund arising because COYAMA cancelled the course.

In other cases, COYAMA may deduct payment-processing charges that were actually incurred and are not recoverable from the payment provider. Charges vary according to the payment method and provider.

COYAMA will explain any payment-processing deduction when calculating the refund and will provide further details if requested.

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17. How to cancel

All cancellation, transfer and substitution requests must be sent by email to calm@coyama.live.

Please include:

• the name used for the booking;
• the course name and date;
• the booking reference, if available; and
• whether you are cancelling, requesting a transfer or proposing a substitute.

The date on which COYAMA receives the email will be treated as the cancellation-request date.

COYAMA will normally acknowledge the request within five working days and will confirm whether a refund is due, how it has been calculated and the expected payment date.

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18. Company and contact details

Happiness Rests Inside Limited
Trading as COYAMA
Company number: SC897401
Registered office: Warehouse, 2–6 Lothian Street, Hawick, TD9 9HB, United Kingdom
Email: calm@coyama.live

This policy is governed by Scots law. If you are a consumer, this does not prevent you from relying on any mandatory protections or bringing proceedings in another UK court where applicable law permits.

If any provision is found to be unlawful or unenforceable, the remaining provisions will continue to apply.

Package Booking Conditions

For accommodation-inclusive retreats and residential training packages that do not include flights

Business: Happiness Rests Inside Limited, trading as COYAMA

Company number: SC897401

Registered address: Warehouse, 2–6 Lothian Street, Hawick, TD9 9HB

Email: calm@coyama.live

Telephone: +44 7960 915153

Effective date: 3 September 2026

Version: Draft 1.0

IMPORTANT — COMPLETE SECTION 18 BEFORE USE

These conditions must not be published as final or used to accept payment for a package until COYAMA has obtained compliant insolvency protection and replaced every bracketed placeholder in section 18 with the insurer and claims details.

REVIEW REQUIRED BEFORE 6 APRIL 2027

The Package Travel and Linked Travel Arrangements (Amendment) Regulations 2026 come into force on 6 April 2027 for contracts entered into on or after that date. These conditions are drafted for contracts governed by the law in force on 3 September 2026 and must be reviewed before accepting any booking on or after 6 April 2027.

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How these conditions work

These Package Booking Conditions govern a booking where COYAMA combines and sells accommodation with retreat, wellbeing, training or other tourist services for the same trip and the arrangement is a package under the Package Travel and Linked Travel Arrangements Regulations 2018 (the “Package Travel Regulations”). They should be read with the Package Information supplied for the particular trip.

COYAMA does not arrange, sell or include flights. Travellers book and pay for flights independently. These conditions must be reviewed before COYAMA offers any package that includes a flight or other passenger transport requiring different financial protection or licensing.

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1. Parties and definitions

1.1 “COYAMA”, “we”, “us” and “our” mean Happiness Rests Inside Limited, trading as COYAMA, company number SC897401.

1.2 “Traveller” means an individual who seeks to enter into the package contract or is entitled to travel under it. “Lead Traveller” means the person making the booking and acting as the principal contact. “Package Information” means the retreat or residential-training webpage, booking summary, itinerary and other pre-contract information supplied for the particular package.

1.3 “Package” means the accommodation and retreat, wellbeing, training or other services expressly included in the booking confirmation. Flights and any other service described as excluded are not part of the Package.

1.4 “Unavoidable and extraordinary circumstances” means a situation beyond the control of the party relying on it, where the consequences could not have been avoided even if all reasonable measures had been taken.

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2. Contract documents and priority

2.1 The package contract consists of these conditions, the Package Information, the booking confirmation, accepted special requirements and any written variation expressly agreed by COYAMA. The Package Information supplies the trip-specific details required by law.

2.2 The COYAMA Training Terms and Conditions, Student Code of Conduct, Health, Safety and Wellbeing Policy, Attendance and Course Completion Policy and relevant consent forms also apply to any educational component where they are expressly incorporated. They do not reduce rights provided by the Package Travel Regulations.

2.3 For package cancellation, transfer, alteration, performance, assistance and insolvency matters, these Package Booking Conditions take priority over COYAMA’s ordinary Training Cancellation, Transfer and Refund Policy.

2.4 Nothing in the contract excludes or limits a right or remedy that cannot lawfully be excluded or limited.

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3. Information provided before booking

3.1 Before a Traveller is bound, COYAMA will provide the applicable standard information form and the Package Information, including where applicable:

• destination, dates, itinerary, number of nights and the main features and location of the accommodation;
• included meals, activities, tuition, excursions and other services, and whether they are provided as part of a group;
• the total price, taxes, known additional charges, deposit and balance-payment timetable;
• the minimum number required and the deadline for possible cancellation if it is not reached;
• passport, visa and destination health-formality information;
• the general suitability of the Package for persons with reduced mobility and, on request, information relevant to the Traveller’s stated needs;
• termination rights, any package-specific requirements and information concerning travel insurance; and
• COYAMA’s contact details and the insolvency-protection arrangements.

3.2 Information forming part of the contract will not be changed before booking unless COYAMA communicates the change clearly and the parties expressly agree it.

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4. Booking and formation of the contract

4.1 A booking request is an offer to purchase the Package. The contract is formed only when COYAMA sends written confirmation and any required deposit or payment has cleared, unless the confirmation states that acceptance is conditional.

4.2 The Lead Traveller must be at least 18, have authority to book for everyone named and ensure that all Travellers receive the applicable information. The Lead Traveller is responsible for communications and payment, without removing any statutory rights held by another Traveller.

4.3 COYAMA may decline a booking for a legitimate safety, safeguarding, eligibility, suitability or operational reason, provided that it does not unlawfully discriminate. If COYAMA declines before the contract is formed, money paid directly to COYAMA will be returned.

4.4 The Traveller must check the confirmation promptly and report any error without delay.

4.5 A package booked for a group or paid for by a business is not automatically excluded from the Package Travel Regulations. Any statutory exclusion will apply only where its legal requirements are met, including certain packages purchased on the basis of a general agreement for business travel.

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5. Package price and payment

5.1 The total price, deposit and balance due date will be stated in the Package Information. Deposits may vary because accommodation and supplier payment terms differ between Packages.

5.2 If a balance is not paid when due, COYAMA may give written notice requiring payment within a reasonable period. If payment remains outstanding, COYAMA may terminate the contract and apply the termination fee calculated under section 10.

5.3 Charges not expressly included—such as flights, visas, personal travel, optional treatments or excursions, insurance and personal expenditure—remain the Traveller’s responsibility.

5.4 Where a payment or credit provider is used, its separate terms govern the payment facility. They do not replace this package contract.

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6. Passports, visas and destination requirements

6.1 COYAMA will provide the general passport, visa and destination health-formality information required before booking. Each Traveller remains responsible for checking the requirements applicable to their nationality and circumstances and for obtaining valid documents in time.

6.2 A Traveller who cannot travel because of an invalid passport, missing visa, refused entry, failure to meet a health or entry requirement, or another personal documentation issue may terminate under section 10 but does not automatically receive a full refund. This does not affect rights arising from a failure by COYAMA to provide required information correctly.

6.3 Travellers should monitor current advice from the UK Foreign, Commonwealth & Development Office and relevant destination authorities.

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7. Health, accessibility and special requirements

7.1 The Package Information will state whether the trip is generally suitable for persons with reduced mobility. COYAMA will provide more precise information on request, taking account of the Traveller’s stated needs.

7.2 A Traveller should disclose dietary needs, allergies, medical considerations, accessibility requirements and other information reasonably relevant to safe participation through the applicable health and consent process. Detailed disclosure of trauma or sensitive personal history is not required.

7.3 A special requirement becomes part of the contract only when COYAMA expressly accepts it in writing. If COYAMA cannot meet a requested requirement, it will say so before accepting the booking where reasonably possible.

7.4 Travellers remain responsible for seeking appropriate medical advice and deciding whether they are fit to travel and participate. Nothing in a health form or waiver excludes liability that cannot legally be excluded.

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8. Transfer to another Traveller

8.1 A Traveller may transfer the Package to another person who satisfies all conditions applicable to it by giving reasonable notice on a durable medium. Notice given at least seven days before the Package starts will be treated as reasonable, although earlier notice may be necessary where a supplier reasonably requires it.

8.2 The original and replacement Travellers are jointly and severally liable for the outstanding balance and the actual additional costs caused by the transfer. COYAMA will provide evidence of those costs on request. Transfer charges will not be unreasonable or exceed the costs actually incurred.

8.3 A transfer is effective only when COYAMA confirms it in writing and the replacement Traveller completes required eligibility, health, consent and booking information.

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9. Changes to the price

9.1 After the contract is formed, COYAMA may increase the Package price only as a direct consequence of changes in: the cost of passenger transport resulting from fuel or other power-source costs; taxes or fees imposed by third parties not directly involved in performing the Package; or exchange rates relevant to the Package.

9.2 Because COYAMA reserves that right, the Traveller is entitled to a corresponding price reduction where the same factors produce a reduction. COYAMA may deduct reasonable administrative expenses from a reduction and will provide evidence of those expenses on request.

9.3 Any increase will be calculated from the actual effect of the relevant change. COYAMA will give clear written notice, justification and the calculation no later than 20 days before the Package starts.

9.4 If an increase exceeds 8% of the original Package price, it will be treated as a significant change under section 11.

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10. Cancellation by the Traveller

10.1 The Traveller may terminate the package contract at any time before the Package starts by sending a clear written notice to calm@coyama.live. The effective date is the date COYAMA receives the notice.

10.2 Unless a statutory right to terminate without a fee applies, COYAMA may deduct an appropriate and justifiable termination fee from payments made. The fee will reflect:

• irrecoverable payments and commitments made to accommodation providers and other suppliers;
• the value of services and administrative work already supplied for the booking;
• reasonable cancellation and administration costs;
• less costs saved because of the cancellation; and
• less income received from reselling or otherwise deploying the cancelled services.

10.3 The termination fee will not exceed the Package price. COYAMA will provide a justification for the amount on request and will not recover the same loss twice. Any refund due after deducting the termination fee will be paid without undue delay and no later than 14 days after termination.

10.4 Illness, injury, bereavement, work commitments, changes of mind, missed or cancelled independently booked transport, visa problems, refused entry and other circumstances personal to the Traveller do not ordinarily create a contractual right to terminate without a fee. Appropriate travel insurance is intended to address many such risks.

10.5 There is not generally a separate 14-day cooling-off right for a date-specific package containing accommodation, leisure or similar services. Where a statutory cooling-off right does apply to a particular booking, COYAMA will provide the required information and honour that right.

10.6 A Traveller who does not arrive, arrives late, leaves early or chooses not to use an included service is not entitled to a refund for the unused portion, unless the law provides otherwise or the failure results from COYAMA’s breach.

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11. Changes before the Package starts

11.1 COYAMA may make an insignificant change where these conditions reserve that right, provided the Traveller is told clearly on a durable medium. Examples may include a suitably qualified replacement facilitator, a comparable venue or accommodation in the same general area, minor timetable changes, changes to the order of activities, or replacement of an unavailable extracurricular activity with one of a reasonably similar nature.

11.2 COYAMA will not change the destination or make another significant change without applying this section.

11.3 If COYAMA is constrained to make a significant change to the main characteristics, cannot meet an expressly accepted special requirement, or proposes a price increase exceeding 8%, it will inform the Traveller without undue delay and state:

• the proposed change and its effect on the price;
• a reasonable deadline for accepting the change or terminating without a fee;
• that failure to respond may result in termination after a further notice; and
• details of any substitute Package offered and its price.

11.4 The Traveller may accept the change or terminate without paying a termination fee. If a substitute is lower in quality or cost, the Traveller is entitled to an appropriate price reduction. A refund due following termination will be paid without undue delay and no later than 14 days after termination.

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12. Unavoidable and extraordinary circumstances affecting the destination

12.1 Before the Package starts, the Traveller may terminate without paying a termination fee where unavoidable and extraordinary circumstances occurring at the destination or its immediate vicinity significantly affect performance of the Package or carriage of passengers to the destination. The Traveller is entitled to a full refund within 14 days but not additional compensation.

12.2 This right depends on the actual effect on the particular Package and is assessed case by case. Foreign Office advice is important but is not necessarily the only relevant factor.

12.3 Where circumstances affect the booked area but a safe and reasonably comparable alternative within the destination is legally available, COYAMA may discuss a lawful alternative. This does not remove the Traveller’s rights where the change is significant or the statutory conditions for termination are met.

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13. Cancellation by COYAMA

13.1 COYAMA may terminate and provide a full refund without additional compensation where:

• the stated minimum number is not reached and COYAMA notifies the Traveller by the deadline in the Package Information, which will never be later than 20 days before a Package lasting more than six days, seven days before a Package lasting between two and six days, or 48 hours before a Package lasting less than two days; or
• COYAMA is prevented from performing the contract because of unavoidable and extraordinary circumstances and notifies the Traveller without undue delay before the Package starts.

13.2 For international residential Packages, COYAMA intends wherever reasonably possible to set a minimum-number decision date at least 60 days before departure. The exact date will appear in the Package Information.

13.3 Refunds under this section will be made without undue delay and no later than 14 days after termination.

13.4 If COYAMA terminates for any other reason, the Traveller will receive the refund and any additional remedy required by the Package Travel Regulations.

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14. Performance of the Package

14.1 COYAMA is responsible for performance of the travel services included in the Package, regardless of whether they are performed by COYAMA or another supplier.

14.2 A Traveller must inform COYAMA without undue delay of any lack of conformity perceived during the Package, using the on-site contact details supplied. This allows COYAMA an opportunity to remedy the issue.

14.3 COYAMA will remedy a lack of conformity unless that is impossible or would entail disproportionate cost, taking account of its extent and the value of the affected service. If COYAMA does not remedy it within a reasonable period set by the Traveller, the Traveller may do so and request reimbursement of necessary expenses, subject to the Package Travel Regulations. No period need be set where immediate remedy is required or COYAMA refuses to remedy it.

14.4 If COYAMA cannot provide a significant proportion of the Package after it starts, it will offer suitable alternative arrangements at no extra cost and, where possible, of equivalent or higher quality. A lower-quality alternative will carry an appropriate price reduction. The Traveller may reject an alternative only where it is not comparable to what was agreed or the proposed price reduction is inadequate.

14.5 Where legally due, the Traveller may be entitled to a price reduction or compensation for lack of conformity. No compensation is due to the extent COYAMA proves that the lack of conformity is attributable to the Traveller, an unconnected and unforeseeable or unavoidable third party, or unavoidable and extraordinary circumstances.

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15. Assistance while travelling

15.1 COYAMA will give appropriate assistance without undue delay to a Traveller in difficulty, including where appropriate information about health services, local authorities and consular assistance, and help with distance communications or alternative arrangements.

15.2 If the difficulty is caused intentionally by the Traveller or through the Traveller’s negligence, COYAMA may charge a reasonable fee not exceeding the actual costs incurred.

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16. Traveller responsibilities and conduct

16.1 Travellers must comply with reasonable safety, conduct and venue rules; respect staff, suppliers, local communities and other Travellers; and avoid unlawful, threatening, harassing, abusive or dangerously impaired behaviour.

16.2 COYAMA may take proportionate steps, including removing a Traveller from an activity or accommodation, where reasonably necessary for safety or serious misconduct. This does not remove COYAMA’s statutory obligations, but the Traveller may be responsible for losses and alternative arrangements caused by their conduct to the extent permitted by law.

16.3 The applicable Student Code of Conduct and complaints process apply to training Packages.

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17. Personal travel insurance

17.1 Every Traveller must obtain suitable travel insurance as soon as practicable after booking and no later than the balance due date. For an international Package, cover should be appropriate to the destination and activities and should ordinarily include medical treatment, emergency assistance, cancellation, curtailment, personal liability, belongings and repatriation where relevant.

17.2 COYAMA does not sell insurance or advise that a particular policy is suitable. The Traveller is responsible for reading the policy, declaring relevant circumstances and complying with its terms. COYAMA may request evidence of cover but is not responsible for checking its adequacy.

17.3 Failure to obtain insurance does not transfer an uninsured loss to COYAMA or create an additional refund right. It also does not remove any right the Traveller has under the Package Travel Regulations.

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18. Insolvency protection — Financial Failure Insurance

18.1 COYAMA will protect payments received for Package services not performed because of its insolvency through a policy of insurance intended to satisfy the Package Travel Regulations. No flight is included in a COYAMA Package.

18.2 Entity providing insolvency protection: [INSERT FULL LEGAL NAME OF AUTHORISED INSURER OR APPROVED CLAIMS ADMINISTRATOR].

18.3 Policy or membership number: [INSERT NUMBER].

18.4 Claims address: [INSERT GEOGRAPHICAL ADDRESS].

18.5 Claims email: [INSERT EMAIL].

18.6 Claims telephone number: [INSERT TELEPHONE NUMBER].

18.7 Travellers may contact the entity above if Package services are denied because of COYAMA’s insolvency. Before sale, COYAMA must confirm that the insurer is authorised in the United Kingdom, the Channel Islands or the Isle of Man; that the policy recognises affected Travellers as insured persons and permits payment directly to them; and that it covers all payments requiring protection. If any Package includes carriage of passengers, COYAMA must also confirm legally compliant cover for repatriation and related accommodation.

18.8 THIS SECTION IS INCOMPLETE AND MUST NOT BE USED AS EVIDENCE OF INSOLVENCY PROTECTION UNTIL THE POLICY HAS BEEN ISSUED AND ALL DETAILS ABOVE HAVE BEEN COMPLETED.

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19. Liability and legal limits

19.1 Nothing limits liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation, or any other liability that cannot lawfully be limited.

19.2 Any compensation or liability may be limited in accordance with the Package Travel Regulations and any applicable international convention governing a service included in the Package. COYAMA will not require the Traveller to recover the same loss twice.

19.3 COYAMA is not responsible under the package contract for independently booked flights, transport, accommodation, excursions or other services that are not part of the confirmed Package, except where applicable law provides otherwise.

19.4 Nothing in this section affects the Traveller’s right to pursue the organiser where the Package Travel Regulations make the organiser responsible for a service included in the Package.

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20. Complaints, claims and contact during the Package

20.1 A Traveller should report a problem without undue delay to the facilitator, accommodation contact or emergency contact identified in the Package Information and should allow a reasonable opportunity for remedy.

20.2 A formal complaint may be sent to calm@coyama.live. COYAMA will acknowledge it within five working days and aims to provide a substantive written response within 28 days. The COYAMA Complaints and Appeals Policy applies.

20.3 COYAMA does not currently subscribe to a specific alternative dispute resolution scheme unless the Package Information states otherwise. This does not prevent a Traveller seeking advice, contacting Trading Standards or exercising a legal right.

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21. Data protection, media and course materials

21.1 Personal information will be handled under COYAMA’s Privacy and Data Protection Policy. Information may be shared with accommodation providers and other suppliers where reasonably necessary to perform the Package, meet legal duties or protect vital interests. International transfers will be handled using an appropriate lawful safeguard where required.

21.2 Consent to marketing photography, filming or testimonials is optional and separate from acceptance of these conditions. Refusing marketing consent will not affect the booking.

21.3 Training materials and intellectual property remain subject to the Training Terms and Conditions and any separate ReSoMe® licence terms.

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22. General terms

22.1 If any provision is invalid or unenforceable, the remainder continues in effect. A delay in enforcing a right is not a waiver.

22.2 COYAMA may update these conditions for future bookings. The version forming part of an existing contract will continue to apply unless a change is required by law or agreed in accordance with the Package Travel Regulations.

22.3 The contract is governed by Scots law. The Scottish courts have jurisdiction, but a Traveller may use any court available to them under mandatory consumer or package-travel law.

22.4 Notices to COYAMA should be sent to calm@coyama.live or Happiness Rests Inside Limited, Warehouse, 2–6 Lothian Street, Hawick, TD9 9HB.

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Schedule 1. Package Information to complete for every trip

The following trip-specific information must be supplied clearly before the Traveller is bound and repeated in or with the confirmation where required:

• Package name, destination, itinerary, dates and number of nights.
• Accommodation name, address, main features, room type and any applicable local category.
• Included meals, training, wellbeing activities, excursions, transfers and other services.
• Express exclusions, including that flights are booked independently.
• Whether services are provided as part of a group, approximate group size and language of delivery.
• General suitability for persons with reduced mobility and how to request individual information.
• Total price, taxes, all known charges, deposit and balance due date.
• Minimum number and COYAMA’s cancellation deadline.
• Passport, visa and destination health formalities, including approximate visa times where relevant.
• Travel-insurance requirement.
• On-site, emergency and complaint contact details.
• Accepted special requirements.
• Completed Financial Failure Insurance details.
• The applicable statutory standard information form.

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Schedule 2. Standard information for website package bookings

This wording must be displayed clearly before an online Traveller becomes bound. Replace the insurer placeholder and make the final words a working hyperlink to the current Package Travel and Linked Travel Arrangements Regulations 2018. Do not materially rewrite the statutory wording.

The combination of travel services offered to you is a package within the meaning of the Package Travel and Linked Travel Arrangements Regulations 2018. Therefore, you will benefit from all rights applying to packages. Happiness Rests Inside Limited, trading as COYAMA, will be fully responsible for the proper performance of the package as a whole. Additionally, as required by law, Happiness Rests Inside Limited has protection in place to refund your payments and, where transport is included in the package, to ensure your repatriation in the event that it becomes insolvent.

Insolvency protection is provided by: [INSERT INSURER/CLAIMS ENTITY AND CONTACT DETAILS].

More information on key rights under the Package Travel and Linked Travel Arrangements Regulations 2018: https://www.legislation.gov.uk/uksi/2018/634/schedule/2

Note: for telephone or non-hyperlink sales, use the applicable statutory form rather than this website version.

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Schedule 3. Statutory package-rights summary

• Travellers receive essential information before concluding the package contract.
• COYAMA is responsible for proper performance of all travel services included in the Package.
• Travellers receive an emergency telephone number or contact point.
• A Traveller may transfer the Package to another person on reasonable notice, subject only to actual and reasonable transfer costs.
• The price may be increased only for specified reasons and no later than 20 days before the Package. An increase over 8% gives the Traveller a right to terminate.
• If COYAMA makes a significant change, the Traveller may accept it or terminate without a fee and receive a refund.
• A Traveller may terminate without a fee where unavoidable and extraordinary circumstances at the destination or its immediate vicinity significantly affect the Package or carriage to the destination.
• If COYAMA cancels before departure for qualifying reasons, the Traveller receives a refund and, where appropriate, compensation.
• If significant services cannot be provided after the Package begins, suitable alternatives must be offered at no extra cost.
• Travellers may be entitled to a price reduction or compensation where services are not performed or are improperly performed.
• COYAMA must provide assistance to a Traveller in difficulty.
• Payments are protected if COYAMA becomes insolvent, through the completed arrangement in section 18.

End of Package Booking Conditions