1. Identity of the business

Emilia Shend
Maastricht, Netherlands
Email: emilia.shend@gmail.com
Phone: +31 6 86 04 84 54
KVK number: 42009866

2. Applicability

2.1. These Terms and Conditions apply to all offers, quotations, digital products, services, consultancy work, training, and agreements concluded with Emilia Shend through the website or otherwise.

2.2. By placing an order, booking a service, requesting a quote, or accepting an offer, the customer accepts these Terms and Conditions.

2.3. If a provision of these Terms and Conditions is invalid or unenforceable, the remaining provisions remain in full force.

2.4. Where the customer acts in the course of a business, school, institution, or other professional capacity, the provisions applicable to business customers shall apply in addition to any consumer protections that do not apply.

3. Nature of the offers

3.1. Emilia Shend provides, among other things:

• curriculum consultancy and educational product development
• audits, framework design, and modular development
• teacher training, workshops, and implementation support
• digital educational materials and downloads
• Teacher First Aid digital packs
• custom school packages and licensing offers

3.2. Some offers are standard digital products, while others are custom services or mixed offers combining digital materials and live support.

3.3. The website may include starting prices. Final pricing for custom work depends on scope, materials volume, implementation needs, and any additional agreed deliverables.

4. Offers and quotations

4.1. All offers and quotations are non-binding unless expressly stated otherwise.

4.2. Emilia Shend may correct obvious mistakes, errors, or accidental omissions in pricing, descriptions, or other information.

4.3. A custom quotation remains valid for the period stated in the quotation. If no period is stated, it remains valid for 14 days from the date of issue.

5. Formation of the agreement

5.1. An agreement is concluded when:

• a customer completes and pays for a digital product or standard offer through the website, or
• Emilia Shend confirms acceptance of a request, booking, or quotation in writing, including by email.

5.2. Emilia Shend may refuse an order or request if there are reasonable grounds for doing so, including incomplete information, technical issues, or concerns about misuse of materials.

6. Prices and payment

6.1. All prices shown on the website or in quotations are in euros.

6.2. If VAT is applicable, it will be stated accordingly. If no VAT number is currently applicable, this may not be shown separately.

6.3. Payment for digital products and standard offers is due immediately at checkout, unless stated otherwise.

6.4. Payment for custom services or school packages is due according to the payment terms stated in the quotation or invoice.

6.5. Emilia Shend may require partial advance payment for custom services.

6.6. If the customer does not pay on time, Emilia Shend is entitled to suspend delivery or performance until payment has been received.


7. Digital products and downloads


7.1. Digital products include downloadable materials such as Teacher First Aid packs, guides, visuals, and other digital educational resources.

7.2. After successful payment, the customer receives access to the digital product in the manner indicated on the website or by email.

7.3. The customer is responsible for providing a correct email address and for downloading and storing the files after delivery.

7.4. Unless expressly stated otherwise, digital products are licensed for personal professional use only by the purchaser.

8. Services, training, and consultancy

8.1. Services may include audits, curriculum design, product development, training, implementation support, consultation, and related educational work.

8.2. Emilia Shend will perform services with reasonable skill, care, and professional judgment.

8.3. Timelines are indicative unless explicitly agreed as binding in writing.

8.4. The customer is responsible for supplying timely, accurate, and complete information necessary for the performance of the services.

8.5. Delays caused by the customer, including delayed feedback, missing materials, or changes in scope, may lead to revised timelines and additional fees.

9. Teacher First Aid offers

9.1. Teacher Pack is a digital product delivered electronically.

9.2. Guided Pack is a mixed offer consisting of a digital product plus one 45-minute implementation consultation.

9.3. School Pack is a custom offer for schools, teams, or leaders and is provided on the basis of a separate scope, quote, or written agreement.

9.4. Any school-wide, team-wide, or multi-user use beyond an individual purchase requires the appropriate school, team, or licensing arrangement.

10. Intellectual property and licence

10.1. All intellectual property rights in materials provided by Emilia Shend, including decks, PDFs, training materials, frameworks, guides, visuals, templates, and other content, remain the property of Emilia Shend unless expressly agreed otherwise in writing.

10.2. The customer may not copy, resell, sublicense, distribute, publish, upload, share with third parties, or commercially exploit the materials without prior written permission.

10.3. An individual purchase gives a limited, non-exclusive, non-transferable licence for the permitted use stated with the product.

10.4. For schools, institutions, or teams, the licence scope depends on the purchased package or separate agreement.

10.5. The customer may not remove copyright notices, branding, or authorship indications from the materials.

11. Consumer right of withdrawal

11.1. If the customer is a consumer, they may have a legal right to withdraw from an online purchase within 14 days, unless a legal exception applies.

11.2. For services, the consumer may withdraw within 14 days from the conclusion of the agreement unless performance has begun at the consumer’s express request and the consumer has acknowledged the consequences where required.

11.3. For digital content not supplied on a tangible medium, the consumer acknowledges that delivery may begin immediately after purchase. If the consumer has expressly consented to immediate delivery and acknowledged that the right of withdrawal is lost once delivery begins, the right of withdrawal no longer applies from that moment.

11.4. If the right of withdrawal applies, the consumer may exercise it by sending an unambiguous statement by email to emilia.shend@gmail.com.

11.5. Any refund will be made using the original payment method, unless otherwise agreed.

12. Exclusions and limits on withdrawal

12.1. The right of withdrawal may not apply, or may be lost, where permitted by law, including in particular:

• for digital content once delivery has begun with the consumer’s prior express consent and acknowledgement of loss of withdrawal rights
• for fully performed services where the consumer expressly requested performance to begin during the withdrawal period and acknowledged the consequences where required
• for custom-made or clearly personalised services or materials, where applicable under law

12.2. Business customers do not have a statutory consumer cooling-off right unless explicitly agreed otherwise.

13. Cancellation and rescheduling of consultations or training

13.1. If a live session, consultation, workshop, or training is included in an offer, the customer may request rescheduling with reasonable notice.

13.2. Emilia Shend will try to accommodate rescheduling requests where possible.

13.3. If the customer fails to attend a booked session without timely notice, the session may be treated as used.

13.4. Custom workshop and training cancellations may be subject to the specific terms stated in the quotation or booking confirmation.

14. Complaints

14.1. Complaints about products or services should be submitted by email within a reasonable time after the issue arises.

14.2. Complaints should contain a clear description of the issue so that it can be assessed properly.

14.3. Emilia Shend will respond within a reasonable period and will make reasonable efforts to resolve the issue.

15. Liability

15.1. Emilia Shend is not liable for indirect or consequential damage, including lost profits, lost savings, reputational loss, or business interruption, except where liability cannot be excluded by law.

15.2. Any liability is limited to the amount paid by the customer for the relevant product or service, unless mandatory law provides otherwise.

15.3. Educational materials, decks, routines, and training are intended as professional support tools. The customer remains responsible for how they are implemented in their own classroom, school, or organisation.

15.4. Emilia Shend is not responsible for outcomes that depend on school policy, staff implementation, learner-specific circumstances, or third-party systems.

16. Force majeure

16.1. Emilia Shend is not liable for delay or failure to perform caused by circumstances beyond reasonable control, including illness, internet or platform failure, payment service disruption, software failure, government measures, or other force majeure events.

16.2. In such a case, performance may be suspended or rescheduled within a reasonable time.

17. Privacy and personal data

17.1. Personal data is processed in accordance with the Privacy Statement available on the website.

17.2. By using the website, placing an order, or submitting a form, the customer acknowledges that personal data may be processed as described in the Privacy Statement.

18. Applicable law and disputes

18.1. These Terms and Conditions and all agreements with Emilia Shend are governed by Dutch law.

18.2. If the customer is a consumer residing in the EU, mandatory consumer protections of the consumer’s country of residence may still apply where required by law.

18.3. Disputes shall be submitted to the competent court in the Netherlands, unless mandatory law requires otherwise.

19. Changes to these Terms and Conditions

19.1. Emilia Shend may amend these Terms and Conditions from time to time.

19.2. The most recent version will always be published on the website.

Last updated: March 2026