Terms

Terms & Conditions

Last updated: 18 May 2026

These Terms and Conditions ("Terms") govern your use of the XEF Global website, the XEF Academy, and any products or services offered by XEF Global Limited ("XEF Global", "we", "us", "our").

By using our website, registering for an Academy course, purchasing a product, or engaging XEF Global for consulting services, you agree to these Terms. Where your access and use are on behalf of another person (e.g. a company), you confirm you are authorised to, and agree to these Terms on that person’s behalf, and therefore that person is bound by these Terms.  

If you do not agree to these Terms, you must not use our website or services.

This document is provided in English only. We do not currently offer translated versions.

1. About XEF Global

XEF Global is a New Zealand-registered company providing experience management consulting, certification through the XEF Academy, and published research through the Experience Ecosystem Framework™.

For questions about these Terms, contact us at: legal@xefglobal.com

2. Use of the website

You may use our website for lawful purposes only. You agree not to:

  • Use the website in any way that breaches applicable laws or regulations.
  • Attempt to gain unauthorised access to any part of the website, its servers, or any connected systems.
  • Use the website to transmit any material that is unlawful, defamatory, harmful, or otherwise objectionable.
  • Use automated systems (including bots, scrapers, or crawlers) to access the website, except for legitimate search engine indexing.
  • Use the website in any way that could damage, disable, or impair its operation.

We reserve the right to restrict or terminate your access to the website at any time, without notice, if we reasonably believe you have breached these Terms.

3. Intellectual property

All content on the XEF Global website, including text, graphics, logos, images, videos, frameworks, and methodologies, is owned by XEF Global or its licensors and is protected by copyright, trademark, and other intellectual property laws.

The Experience Ecosystem Framework™ (XEF), the XEF name, the XEF logo, and all related branding are trademarks of XEF Global. You may not use these marks without our prior written permission.

You may view, download, and print content from our website for personal, non-commercial use only. You may not:

  • Reproduce, distribute, modify, or create derivative works from any content without our prior written permission.
  • Use any content for commercial purposes without a licence from us.
  • Remove or alter any copyright, trademark, or other proprietary notices.

Limited extracts may be quoted for the purposes of review, criticism, or educational discussion, provided that XEF Global is appropriately credited and the use complies with applicable fair dealing or fair use principles.

4. XEF Academy

The XEF Academy is an online learning platform offering certification programmes and training in the Experience Ecosystem Framework.

Registration and accounts. To access Academy content, you must create an account. You must provide accurate and current information when creating your account. You are responsible for keeping your login credentials secure and for all activity that occurs under your account. You must notify us immediately if you become aware of any disclosure or unauthorised use of your account.  

Course access. Once you have purchased a course, you will be granted access to the course materials for the period specified at the point of purchase. Access is personal to you and may not be shared, transferred, or resold.

Certification. Where a course leads to certification, certification is awarded only on successful completion of all assessment requirements. We reserve the right to revoke a certification if it is later found to have been obtained through fraudulent means or in breach of these Terms.

Conduct. You agree to engage with the Academy in good faith and to treat instructors, other students, and XEF Global staff with respect. We reserve the right to suspend or terminate accounts that engage in disruptive, abusive, or otherwise unacceptable conduct.

Course content. We may update, modify, or withdraw course content at any time to reflect changes in the framework, the evidence base, or operational requirements. We will make reasonable efforts to maintain continuity of learning for students currently enrolled in affected courses.

5. Payments

Pricing. Prices for our products and services are displayed at the point of purchase. Prices may be displayed in different currencies depending on your location. All prices are inclusive of applicable taxes unless otherwise stated.

Payment processing. Payments are processed through our payment provider, Stripe. By making a purchase, you authorise the payment provider to charge the payment method you have provided.

Failed payments. If a payment fails, we may suspend access to the relevant product or service until payment is successfully completed.

6. Refunds and cancellations

Academy courses. If you have purchased an Academy course and have not yet accessed any course material, you may request a full refund within 14 days of purchase by contacting us at academy@xefglobal.com. Once course material has been accessed, the purchase is non-refundable except where required by applicable consumer protection law.

Books and other digital products. Digital products are non-refundable once delivery has commenced, except where required by applicable consumer protection law.

Consulting engagements. Refunds and cancellations for consulting engagements are governed by the specific terms of the engagement letter or contract agreed between XEF Global and the client. The terms of that agreement take precedence over this section.

Consumer protection rights. Nothing in these Terms is intended to limit any rights you have under applicable consumer protection laws, including the Consumer Guarantees Act 1993 (New Zealand), the Australian Consumer Law, the Consumer Rights Act 2015 (United Kingdom), or equivalent laws in other jurisdictions.

7. Consulting services

Consulting services are provided under separate engagement letters or contracts agreed between XEF Global and the client. Those agreements govern the specific scope, fees, deliverables, intellectual property arrangements, and other terms of each engagement.

In the absence of a separate written agreement, the following general principles apply:

Methodology and frameworks. XEF Global retains all intellectual property rights in the Experience Ecosystem Framework, our methodologies, tools, and any pre-existing materials we bring to an engagement.

Client-specific work product. The specific deliverables we produce for a client (such as a strategy document, an audience definition, or an operating model design developed for that client) are owned by the client upon full payment, subject to our retained rights in the underlying methodology.

Confidentiality. We treat all client information shared during a consulting engagement as confidential and will not disclose it without consent, except where required by law.

8. Third-party links and content

Our website may contain links to third-party websites or services. We do not control these third parties, and we are not responsible for their content, privacy practices, or terms of use. Linking to a third party does not imply endorsement.

If you choose to access a third-party website or service from our website, you do so at your own risk and subject to that third party's own terms.

9. Disclaimers

The XEF website, the XEF Academy, and the Experience Ecosystem Framework are provided for educational and informational purposes. While we take care to ensure the accuracy and quality of our content, we make no warranties or representations about:

  • The completeness, accuracy, or reliability of any information or content provided.
  • The fitness of the framework or our services for any particular purpose.
  • The results that you or your organisation may achieve from applying the framework or our recommendations.

Decisions made in reliance on the framework, our consulting advice, or our published materials are your responsibility. The framework is a structured approach to experience management, and outcomes depend on how it is applied within the specific context of each organisation.

To the maximum extent permitted by law, the website and services are provided "as is" and "as available", without warranties of any kind, whether express or implied.

10. Limitation of liability

To the maximum extent permitted by law:

XEF Global is not liable for any indirect, incidental, special, consequential, or punitive damages, including loss of profits, loss of business, loss of data, or loss of goodwill, arising out of or in connection with your use of our website or services.

Where liability cannot be excluded, our total liability to you for any claim arising under or in connection with these Terms is limited to the greater of: (a) the amount you have paid to XEF Global in the twelve months preceding the event giving rise to the claim, or (b) NZD $1,000.

Nothing in these Terms limits liability for fraud, fraudulent misrepresentation, death or personal injury caused by negligence, or any other liability that cannot be limited or excluded under applicable law.

Consumer rights. Nothing in this section limits any rights you have under applicable consumer protection laws.

11. Indemnity

You agree to indemnify and hold XEF Global, its directors, employees, and contractors harmless from any claims, losses, liabilities, damages, costs, and expenses (including reasonable legal fees) arising out of:

  • Your breach of these Terms.
  • Your misuse of the website or services.
  • Your violation of any law or the rights of any third party.

12. Termination

We may suspend or terminate your access to the website, the Academy, or any other service at any time, with or without notice, if we reasonably believe you have breached these Terms or that termination is otherwise necessary to protect our legitimate interests.

You may stop using our website or services at any time. Sections of these Terms that by their nature should survive termination (including those relating to intellectual property, disclaimers, limitation of liability, and indemnity) will continue to apply.

13. Changes to these Terms

We may update these Terms from time to time to reflect changes in our practices, technology, legal requirements, or other factors. Unless stated otherwise, any change takes effect immediately. When we make material changes, we will update the "Last updated" date at the top of this document and, where appropriate, notify you directly.  

Your continued use of the website or services after changes are posted constitutes your acceptance of the updated Terms.

14. Governing law and jurisdiction

These Terms are governed by the laws of New Zealand.

Any dispute arising under or in connection with these Terms will be subject to the exclusive jurisdiction of the courts of New Zealand, except where the law of your country of residence requires that disputes be heard in your local courts.

15. Severability

If any provision of these Terms is found to be unenforceable or invalid by a court of competent jurisdiction, that provision will be modified or removed to the minimum extent necessary, and the remaining provisions will continue in full force and effect.

16. Entire agreement

These Terms, together with our Privacy Policy and any specific engagement letters or contracts entered into between XEF Global and a client, constitute the entire agreement between you and XEF Global in relation to your use of our website and services.

For XEF Global to waive a right under these Terms, the waiver must be in writing.

17. Contact us

If you have any questions about these Terms, contact us at:

XEF Global: legal@xefglobal.com