Complaint & Grievance Policy

Spitfire Coach seeks to ensure equitable treatment of every person and to attempt to solve any grievances in a timely and fair manner.

Participants have the right to file a grievance regarding presentation or content, facility concerns, or instructor/faculty behavior. All grievances will be addressed to the best of our ability to prevent further problems.

A process for filing grievances can be found below:

A participant should first attempt to resolve the issue directly with the educator/trainer, staff, or participant with whom they have an issue. If participants are not comfortable approaching the individual, they can proceed to step 2.
If participants are not comfortable approaching the individual with whom they have a grievance, or are unable to resolve the issue directly, participants should submit a written grievance to the program manager within 7 days. The program manager will review the issue and talk to the student within 7 days of receiving the complaint. The program manager will work with all parties involved to resolve the issue.
If a participant does not feel the issue is resolved, a written request for a partial tuition refund for the module they are currently in – prorated to the number of hours that have not been provided. This written request will be sent to The DOT – Director of Training at: support@spitfirecoach.com . A response will confirm receipt within 72 hours. If the matter cannot be resolved to the participants satisfaction, the prorated refund will be credited to the participant within 7 days. All appeal decisions are final.

Diversity, Equity, Inclusion and Justice Policy

The ICF Global Board of Directors approved the ICF Statement of Diversity, Inclusion, Belonging and Justice in July 2020.

Staff and volunteer leaders from ICF’s six family organizations subsequently cosigned the statement. This statement of principles reflects a position we invite every ICF Member, Credential-holder and accredited provider to subscribe to.

ICF Members and Credential-holders live and work in more than 140 countries and territories. ICF is a vibrant global community committed to the shared vision of making coaching an integral part of a thriving society.

Our mission is to lead the global advancement of coaching. To do this, we must reflect on our blind spots and be aware of opportunities for improvement. We cannot ignore the challenges that many coaches and coaching clients face due to systemic problems in their communities. As members of the ICF community, we ascribe to the core values of integrity, excellence, collaboration, and respect. The foundation of these values is a shared commitment to diversity, inclusion, belonging and justice.

We will place diversity, inclusion, belonging and justice at the forefront of every decision we make within our Association. As we continue the journey toward our vision, we will recommit ourselves to valuing the unique talents, insights and experiences that every coach and client brings to the world.

Non-Discrimination Policy

It is the policy of Spitfire Coach that:

Recruitment and hiring of all personnel is conducted without discrimination against any individual with regard to race, age, religion, color, creed, national origin, gender, sexual orientation, gender identity, marital status, disability, or veteran status.
All staff and personnel will not discriminate against any employee or participant because of race, age, religion, color, creed, national origin, gender, sexual orientation, gender identity, marital status, disability, or veteran status.
All individuals are welcome to participate regardless of race, age, religion, color, creed, national origin, gender, sexual orientation, gender identity, marital status, disability, or veteran status.
All employees, students, and other participants should be able to enjoy an environment free of discrimination and harassment. This includes, but is not limited to, discrimination or harassment in the areas of race, age, religion, color, creed, national origin, gender, sexual orientation, gender identity, marital status, disability, or veteran status.
Our organization does not and will not tolerate conduct by any employee, student, volunteer, contractor, visitor, or vendor which unreasonably interferes with an individual’s ability to learn in a welcoming environment.

Participants who wish to report discrimination are encouraged to follow the Grievance Policy here.Spitfire Coach will promptly investigate all claims and reports of inappropriate conduct.

ESG Statement

Spitfire Coach is committed to a mission of sustainability and equity at a corporate, culture and policy level. We are accountable and take ownership in being proactive and solution-oriented to advance sustainable, long-term growth in the world in which we live.

By engaging with our coaches, clients and decision makers – we listen, learn and apply those findings to improve today’s environmental and societal challenges, better serve our community and simultaneously deliver outperformance for our company.

Environmental Impact

Spitfire Coach is committed to minimizing its environmental footprint and promoting sustainability in all areas of operation. This policy outlines our approach to environmental management and our commitment to continuous improvement.

Purpose

The purpose of this policy is to ensure that Spitfire Coach conducts its operations in an environmentally responsible manner, complies with relevant environmental legislation, and fosters a culture of sustainability among employees and stakeholders.

Policy Statements

Compliance with Environmental Legislation: Spitfire Coach will comply with all applicable environmental laws, regulations, and standards.
Pollution Prevention: We are committed to preventing pollution and minimizing waste by adopting efficient practices and recycling measures.
Sustainable Resource Use: Spitfire Coach will prioritize the use of sustainable resources and energy-efficient practices throughout its operations.
Stakeholder Engagement: We will actively engage with employees, customers, suppliers, and the community to promote environmental awareness and action.
Continuous Improvement: Spitfire Coach is dedicated to the continuous improvement of its environmental performance, setting and reviewing environmental objectives and targets.

Roles and Responsibilities

Management: Ensure policy implementation, set environmental objectives, and allocate resources.
Employees: Adhere to environmental best practices and participate in sustainability initiatives.
Environmental Officer: Monitor environmental performance, compliance, and coordinate improvement initiatives.
Suppliers and Contractors: Comply with Spitfire Coach's environmental standards and practices.

Social Impact

Spitfire Coach recognizes the importance of positive social impact and is committed to contributing to the well-being of our employees, communities, and stakeholders. This policy outlines our approach to social responsibility and community engagement.

Purpose

The purpose of this policy is to guide Spitfire Coach in making meaningful contributions to society, ensuring fair labor practices, and fostering an inclusive and diverse organizational culture.

Policy Statements

Community Engagement: Spitfire Coach is dedicated to supporting community initiatives and partnerships that align with our values and contribute to societal well-being.
Fair Labor Practices: We commit to upholding fair labor practices, ensuring all employees are treated with respect and dignity, provided with fair compensation, and work in a safe environment.
Diversity and Inclusion: Spitfire Coach pledges to promote diversity, equity, and inclusion within our workforce and in all areas of operation.
Employee Development: We are committed to the continuous development and well-being of our employees through training, education, and wellness programs.
Ethical Conduct: Spitfire Coach will conduct its business ethically, ensuring transparency, integrity, and accountability in all interactions.

Roles and Responsibilities

Management: Ensure the implementation of the Social Impact Policy, set specific social objectives, and monitor progress.
Human Resources: Develop and enforce fair labor practices, diversity and inclusion programs, and employee development initiatives.
Employees: Uphold the principles of ethical conduct, engage in community initiatives, and contribute to a positive work environment.
Community Relations Officer: Facilitate community engagement projects and partnerships, aligning them with the company's social objectives.

Ethics, Integrity Policy

As an ICF Accredited provider, Spitfire Coach adheres to and emphasizes the International Coaching Federation Code of Ethics. The ICF Code of ethics describes the ICF core values, ethical principles, and standards of behavior for all ICF professionals. Meeting these ethical standards of behavior is the first of the ICF core coaching competencies. You can read more about the ICF Code of Ethics here.

Additionally, Spitfire Coach commits to acting with integrity and transparency. We hold ourselves and our participants to the highest level of integrity and strive to be as transparent as possible by explicitly stating measures being taken to provide programs in an ethical manner. We currently offer our programs only in English. We do not believe in using manipulative or dishonest sales tactics and strive to provide a safe and ethical sales process. Further, we work to provide fair and equitable pricing for all programs to ensure access and quality of coaching education.

Information Collection And Use

We collect several different types of information for various purposes to provide and improve our Service to you.

Types of Data Collected

Personal Data

While using our Service, we may ask you to provide us with certain personally identifiable information that can be used to contact or identify you ("Personal Data"). Personally identifiable information may include, but is not limited to:

Email address
First name and last name
Phone number
Address, State, Province, ZIP/Postal code, City
Cookies and Usage Data

Usage Data

We may also collect information how the Service is accessed and used ("Usage Data"). This Usage Data may include information such as your computer's Internet Protocol address (e.g. IP address), browser type, browser version, the pages of our Service that you visit, the time and date of your visit, the time spent on those pages, unique device identifiers and other diagnostic data.

Tracking & Cookies Data

We use cookies and similar tracking technologies to track the activity on our Service and hold certain information.

Cookies are files with small amount of data which may include an anonymous unique identifier. Cookies are sent to your browser from a website and stored on your device. Tracking technologies also used are beacons, tags, and scripts to collect and track information and to improve and analyze our Service.

You can instruct your browser to refuse all cookies or to indicate when a cookie is being sent. However, if you do not accept cookies, you may not be able to use some portions of our Service.

Examples of Cookies we use:

Session Cookies. We use Session Cookies to operate our Service.
Preference Cookies. We use Preference Cookies to remember your preferences and various settings.
Security Cookies. We use Security Cookies for security purposes.

Use of Data

Spitfire Coach uses the collected data for various purposes:

To provide and maintain the Service
To notify you about changes to our Service
To allow you to participate in interactive features of our Service when you choose to do so
To provide customer care and support
To provide analysis or valuable information so that we can improve the Service
To monitor the usage of the Service
To detect, prevent and address technical issues

Transfer Of Data

Your information, including Personal Data, may be transferred to — and maintained on — computers located outside of your state, province, country or other governmental jurisdiction where the data protection laws may differ than those from your jurisdiction.

If you are located outside United States and choose to provide information to us, please note that we transfer the data, including Personal Data, to United States and process it there.

Your consent to this Privacy Policy followed by your submission of such information represents your agreement to that transfer.

Spitfire Coach will take all steps reasonably necessary to ensure that your data is treated securely and in accordance with this Privacy Policy and no transfer of your Personal Data will take place to an organization or a country unless there are adequate controls in place including the security of your data and other personal information.

Disclosure Of Data

Legal Requirements

Spitfire Coachmay disclose your Personal Data in the good faith belief that such action is necessary to:

To comply with a legal obligation
To protect and defend the rights or property of Coach For Life Institute, LLC
To prevent or investigate possible wrongdoing in connection with the Service
To protect the personal safety of users of the Service or the public
To protect against legal liability

Security Of Data

The security of your data is important to us, but remember that no method of transmission over the Internet, or method of electronic storage is 100% secure. While we strive to use commercially acceptable means to protect your Personal Data, we cannot guarantee its absolute security.

Service Providers

We may employ third party companies and individuals to facilitate our Service ("Service Providers"), to provide the Service on our behalf, to perform Service-related services or to assist us in analyzing how our Service is used.

These third parties have access to your Personal Data only to perform these tasks on our behalf and are obligated not to disclose or use it for any other purpose.

Analytics

We may use third-party Service Providers to monitor and analyze the use of our Service.

Google Analytics Google Analytics is a web analytics service offered by Google that tracks and reports website traffic. Google uses the data collected to track and monitor the use of our Service. This data is shared with other Google services. Google may use the collected data to contextualize and personalize the ads of its own advertising network.You can opt-out of having made your activity on the Service available to Google Analytics by installing the Google Analytics opt-out browser add-on. The add-on prevents the Google Analytics JavaScript (ga.js, analytics.js, and dc.js) from sharing information with Google Analytics about visits activity.
For more information on the privacy practices of Google, please visit the Google Privacy & Terms web page

Links To Other Sites

Our Service may contain links to other sites that are not operated by us. If you click on a third party link, you will be directed to that third party's site. We strongly advise you to review the Privacy Policy of every site you visit.

We have no control over and assume no responsibility for the content, privacy policies or practices of any third party sites or services.

Children's Privacy

Our Service does not address anyone under the age of 18 ("Children").

We do not knowingly collect personally identifiable information from anyone under the age of 18. If you are a parent or guardian and you are aware that your Children has provided us with Personal Data, please contact us. If we become aware that we have collected Personal Data from children without verification of parental consent, we take steps to remove that information from our servers.

Changes To This Privacy Policy

We may update our Privacy Policy from time to time. We will notify you of any changes by posting the new Privacy Policy on this page.

We will let you know via email and/or a prominent notice on our Service, prior to the change becoming effective and update the "effective date" at the top of this Privacy Policy.

You are advised to review this Privacy Policy periodically for any changes. Changes to this Privacy Policy are effective when they are posted on this page.

Contact Us

If you have any questions about this Privacy Policy, please contact us: lauren@spitfirecoach.com

Partial Completion Policy

Spitfire Coach will offer credit for partial completion of a course. The number of hours awarded will depend on the number of hours of curriculum received and completed assignments turned in, on time.

If you are interested in receiving partial credit for a course in which you are currently or were previously enrolled, please contact the DOT – Director of Training at support@spitfirecoach.com no more than (14) days after the course has ended. Please include details about the course in which you were enrolled, the number of credit hours you are seeking, and any additional relevant information. If approved, you will receive a certificate of credit from Spitfire Coach indicating the number of training hours completed.