Terms of Service for Reasonable Adjustments service

1. Scope of Service

Innovate UK Business Connect offers Reasonable Adjustments services to assist applicants in submitting applications. This may include:

1.1 Exploration Session

An initial session where we assess your needs for support.

1.2 Recommendations

Sent to you via email after the Exploration session, this document outlines the support that the service will provide for you based on the discussion during the Exploration session. You can provide feedback on these suggestions, which will be reviewed on a case-by-case basis.

1.3 Support (or RAP) Sessions

Working with a Reasonable Adjustments Provider (RAP) who provides tailored one-to-one support to help with your specific application needs. The number of hours you have with a RAP will be outlined and agreed in your recommendations. This will take place via Zoom/Teams calls or via email (e.g. when receiving proofreading support). This can include:

• Proofreading
• Clarifying complex language
• Time management and organisation
• Note-taking and scribing

1.4 Other Services

We may provide other adjustments as outlined in your recommendations document. This includes:

• Signposting you to a sector expert at Innovate UK Business Connect
• Signposting you to resources, assistive technology and tools

1.5 What is not included

• Developing business ideas
• Advising on which competition to apply for and the scope of your innovation
• Commenting on the strength of the application
• Providing insights into whether an application will be successful
• Financial advice
• Offering general business support (in your recommendations, you may be signposted to an Innovate UK Business Connect sector expert if this need is identified during your Exploration session)
• Ongoing support via email between Support Sessions (unless this is specifically included in your recommendations)
• Communication with your RAP via phone, text, Whatsapp, social media or any other communication route or mechanism
• Entering your information and application answers directly into the Innovate UK Grant platform called Innovation Funding Service (IFS).
• Any other support which, at Innovate UK Business Connect’s discretion, is not considered reasonable nor related to your submission of an application.

The Reasonable Adjustments service is available during standard office hours (9:00 AM to 5:30 PM, Monday to Friday, excluding bank holidays and seasonal business closures).

1.6 Applicant Responsibilities

By engaging with this service, you agree to the following:

• Complete and submit your application into the Innovate UK grant platform.
• Provide relevant information at all points of interacting with the service.
• Attend the agreed Reasonable Adjustments sessions punctually.
• Notify your RAP in advance if you cannot attend a pre-agreed session.
• Engage with your RAP in a collaborative, respectful manner.

1.7 Reasonable Adjustments Provider (RAP) Responsibilities

The RAP will:

• Provide support based on the recommendations document.
• Schedule and attend the agreed sessions.
• Work collaboratively with you to ensure the agreed support is delivered.
• Direct you to other sources of support if needed.
• Maintain confidentiality regarding your information.

1.8 Changes to Sessions and Cancellations

A session may be rescheduled with more than 24 hours’ notice without reducing the Applicant’s allocated Reasonable Adjustments support time. However, if this session is rescheduled multiple times, this may limit the support we can provide. Extenuating circumstances will be considered on a case-by-case basis.

If an Applicant cancels or rearranges a session within 5 working days of the competition deadline, we may not be able to honour this session during particularly busy periods on the service.

If a session is not attended by the Applicant, this time may be taken from the total time allocated to the Applicant for Reasonable Adjustments.

If an Applicant is late to their Reasonable Adjustments support session, this may be taken from the total time allocated to their Reasonable Adjustments. A RAP will only wait for 15 minutes, after this time the call will be closed resulting in the loss of this session.

The RAP will reach out three times to initiate the support sessions. If the Applicant doesn’t respond to these, then the support may be withdrawn, and you will be notified of this via email.

Scenario: Cancellation/rearranging by applicant with at least 24 hours’ notice
Policy: Notify RAP in advance.
Impact on Support: No impact on support for the first two occasions.

Scenario: Cancellation/rearranging by applicant with less than 24 hours’ notice
Policy: Notify RAP.
Impact on Support: May impact the support we can provide. (Extenuating circumstances will be considered.)

Scenario: Cancellation/rearranging by applicant multiple times
Policy: Notify RAP.
Impact on Support: May impact the support we can provide. (Extenuating circumstances will be considered.)

Scenario: Cancellation/rearranging by applicant within 5 working days of the competition deadline
Policy: Notify RAP.
Impact on Support: May impact the support we can provide. Please note: rearranging at this stage may mean a session cannot be offered before the deadline.

Scenario: Missed session without notice
Policy: Failure to attend without prior notification.
Impact on Support: May reduce the support provided.

Scenario: Late to session
Policy: RAP will wait up to 15 minutes before closing the session.
Impact on Support: May reduce the support provided.

2. Confidentiality

Confidentiality will be maintained throughout the Reasonable Adjustments process. Information shared during support sessions will not affect the outcome of your application. However, we may share personal data with your RAP or other relevant parties only with your consent.

In certain circumstances, confidentiality obligations may not apply, such as:

• When information is already public.
• If required by law to disclose information.
• If we believe that there is a serious risk of harm to yourself or others.

3. Data Protection and Privacy

Innovate UK Business Connect respects your privacy and is committed to protecting your personal data. We comply with applicable data protection laws, including the UK GDPR and the Data Protection Act 2018. Under the Data Protection Act you have certain rights, more information on these rights and how to exercise them can be found in our Privacy Policy. Please note that exercising certain rights may impact or prevent us from providing the Reasonable Adjustments service to you.

4. Intellectual Property

Innovate UK Business Connect does not make any claim to the Intellectual Property Rights (IPR) arising from providing the Reasonable Adjustments service, and our activities supporting businesses and innovators. We will, through the application of an accredited Information Security Management System, protect any IPR shared during the use of the Reasonable Adjustments service.

5. Limitation of Liability

Innovate UK Business Connect does not guarantee the success of any application or any subsequent funding decisions. We are not liable for any losses, damages, or liabilities arising from the services provided or from the services we may signpost you to.

The support offered through the Reasonable Adjustments service is purely to assist applicants in preparing their applications and does not assess the strength of an application or its likelihood of success.

6. Conduct and Behaviour

We expect all participants in the Reasonable Adjustments process to engage respectfully. Any abusive behaviour (e.g. offensive language, harassment, or intimidation) will not be tolerated and may result in the withdrawal of support.

Reasonable Adjustments Providers (RAPs) are also expected to maintain respectful conduct at all times.

6.1 Anti-Discrimination Compliance

Innovate UK Business Connect is committed to promoting equality, diversity, and inclusion in line with the requirements of the Equality Act 2010 and other applicable anti-discrimination laws. We strive to ensure that all applicants have equal access to our Reasonable Adjustments service, regardless of their protected characteristics such as age, disability, gender reassignment, marriage or civil partnership, pregnancy or maternity, race, religion or belief, sex, or sexual orientation.

Mutual respect is essential for fostering a positive and productive environment. Abusive behaviour towards our staff or service partners, whether written, verbal, or through other forms of communication, violates this commitment and may result in the withdrawal of support. Examples of abusive behaviour include, but are not limited to, discriminatory language, harassment, intimidation or unnecessarily repetitive/persistent/aggressive communication or behaviour.

By participating in the Reasonable Adjustments service, applicants agree to uphold these principles. Innovate UK Business Connect reserves the right to terminate support if these standards are not met.

6.2 Abuse policy

Innovate UK Business Connect is committed to maintaining a safe and respectful environment for all staff, applicants, and service partners. Abusive behaviour is strictly prohibited and will not be tolerated under any circumstances.

Abusive behaviour will be assessed based on the context of the interaction, including the content and tone of communication. Account will be taken of any disclosed conditions or disabilities which involve different types of communications and behaviours. Innovate UK Business Connect reserves the right to terminate support if any participant fails to adhere to these standards.

6.3 Definition of Abusive Behaviour

Abusive behaviour includes, but is not limited to:

• Use of offensive, threatening, or discriminatory language in verbal or written communication, including emails, social media, or applications.
• Harassment, intimidation, or bullying of staff or service partners.
• Repeatedly interrupting or obstructing the provision of support services.
• Aggressive or hostile behaviour during phone calls, virtual meetings, or in-person interactions.
• Any other actions that undermine the dignity or safety of staff or service partners.

6.4 Assessment of Behaviour

Innovate UK Business Connect will assess reported incidents of abusive behaviour based on:

• The content and tone of communication.
• The context of the interaction.
• Reports from staff or service partners directly involved in the incident.

6.5 Consequences of Abusive Behaviour

If abusive behaviour is identified:

• A formal warning may be issued to the applicant, clearly outlining the specific behaviour that must change.
• In severe or repeated cases, Innovate UK Business Connect reserves the right to immediately withdraw Reasonable Adjustments support.
• In extreme cases, abusive behaviour may be reported to relevant authorities, in compliance with legal obligations.

7. Termination of Support

Innovate UK Business Connect reserves the right to withdraw support if the applicant engages in abusive conduct or fails to meet their responsibilities under these Terms. This decision will be communicated to the applicant via email.

If both the applicant and the RAP agree that the support is no longer suitable, the service may be mutually terminated and this will be confirmed in writing.

In the event of termination, applicants may appeal the decision by submitting a written appeal within 14 calendar days. The appeal will be reviewed by a senior member of the Innovate UK Business Connect team, and a decision will be communicated within 21 calendar days.

8. Appeals Process

Innovate UK Business Connect is committed to fair and transparent decision-making. If an applicant disagrees with a decision to withdraw Reasonable Adjustments support due to non-compliance or other concerns, they may appeal the decision by following the steps outlined below:

8.1 Submit an Appeal

Applicants must submit their appeal to complaints@iukbc.org.uk in writing within 14 calendar days of being notified of the decision. The appeal should include:

• The applicant’s full name and contact information.
• A detailed explanation of the grounds for the appeal.
• Any supporting evidence or documentation.

8.2 Review of the Appeal

Appeals will be reviewed by a senior member of the Innovate UK Business Connect team who was not involved in the original decision. The review will consider:

• The reasons for the original decision.
• The information provided by the applicant in their appeal.
• Any relevant policies and guidance

8.3 Communication of Decision

A decision regarding the appeal will be communicated to the applicant in writing within 21 calendar days of receiving the appeal. This decision will be final.

8.4 Reinstatement of Support

If the appeal is upheld, the Reasonable Adjustments support may be reinstated under agreed terms, with a clear understanding of expectations moving forward.

If you have any questions about this process or need assistance, contact complaints@iukbc.org.uk.

Please note: Submitting a complaint or appeal does not alter any application deadlines or result in extensions being granted.

9. Governing Law

These Terms are governed by and construed in accordance with the laws of England and Wales. Any disputes will be subject to the exclusive jurisdiction of the courts of England and Wales.

10. Additional Provisions

10.1 Entire Agreement

These Terms constitute the entire agreement between you and Innovate UK Business Connect. No oral or written representations outside this document will be binding unless specifically agreed to in writing.

10.2 Force Majeure

Innovate UK Business Connect is not liable for any failure or delay in providing services due to circumstances beyond our control, such as acts of God, war, or other unforeseen events.

By accepting these Terms of Service, you agree to comply with all provisions set forth in this document. If you have any questions or concerns, please contact your Reasonable Adjustments Provider or Innovate UK Business Connect directly.