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Conduct, Concerns and Complaints Policy

Last updated: 20th March 2026.​

1. Who We Are

This Website is owned and operated by FutureSmartMedia Limited trading as Kapu Lewis and Kapulewis.com ('FSM', ‘we’, ‘us’, ‘our’), a company registered in England and Wales (Company No. 09555889, VAT No. 280 249 112) of 4 Denbigh Close, London, W11 2QH, United Kingdom.

If you have any questions about this Policy, please contact us:

Email: hello@kapulewis.com

Post: FutureSmartMedia Limited, 4 Denbigh Close, London, W11 2QH, UK

Contact form: www.kapulewis.com/contact

2. This Conduct Policy

2.1

Information about this Policy. This conduct policy (the ‘Policy’) sets out the standards that apply across the entire Kapulewis.com ecosystem, both online via the Kapulewis.com Website (‘Website’), make contact with other Users on our Website, link to our Website, or interact with our Website in any way, or where you attend any kind of online, phone or in-person Kapulewis.com Service purchased via the Website, including but not limited to Creative Mentorship Programmes and Workshops.

2.2

What this Policy applies to. This Policy applies to customer generated literature, debates or discussions taking place in Services, and to any and all material which you contribute as part of the Service, including but not limited to, discussions in person, private messages, group messages, emails, webinars, conference calls, phone calls, including messages and calls made on third party messaging platforms and/or any behaviour between students, tutors, FSM staff, administrative staff or guests at any time while they are affiliated with FSM (‘Contribution’).

2.3

Who this Policy applies to. This Policy will apply to any customer, tutor, FSM staff, administrative staff or guest (‘Users’ or ‘you’) who makes a Contribution to our Service with other students, tutors, FSM staff, administrative staff or guests in person, online or via a third-party messaging platform, telephony platform in as a physical document.

2.4

Acceptance of this Policy. Please ensure you read this Policy carefully before interacting with our Website, making a Contribution, attending a Service or entering into an environment with other Users. By using our Website, or by making a Contribution or participating in any Service offered by Kapulewis.com in-person, or online or via a phone call, conference call, webinar or third-party messaging platform, or entering into an environment with other Users, you confirm that you accept the terms of this Policy and that you agree to comply with them. If you do not agree to this Policy, you must not use our Website, make a Contribution or attend any Service offered by Kapulewis.com, or in any way contact any other Users. We recommend that you save a copy of this Policy for future reference.

2.5

Other terms which may apply to you. Please ensure you have also read our Workshops and Mentoring Terms and Conditions, our Website Terms of Use, and our Privacy and Cookie Policy. These documents, together with this Policy, will govern our relationship with you.

2.6

Changes to this Policy. We may amend this Policy from time to time. Every time you wish to use our Website, make a Contribution or attend a Service, please check this Policy to ensure you understand the terms that apply at that time.

3. Conduct Standards

3.1

Accuracy. Where you are stating a fact, always double check the accuracy of it. If you are referring to a fact that comes from a report, study or article, try to cite the source of the fact so that other Users can understand the context and engage more usefully in discussion. Where you are stating an opinion consider whether it is one that you sincerely hold and whether it is one that suggests discriminating or prejudicing others; where you report someone else’s opinion take care not to represent it out of context or to misconstrue it. Discussions built on falsehoods are not constructive.
 

3.2

Relevance. Contributions should be made to help develop your own written work, add to a debate or broaden a perspective on a topic being discussed. While this means that additional points may be relevant to bring in, and while discussions may broaden and wander over time, you should not make a Contribution which is entirely off topic and causes the discussion to take a drastic turn in a different direction. In particular, where you have strong views on a particular subject, avoid conduct that tries to make every discussion feature the topic on which you hold those views. While you may consider your chosen topic to be urgent or important, others should be allowed the freedom to discuss other topics if they wish to.
 

3.3

Mindfulness. When making a Contribution, consider how could this be interpreted by other Users. There is a difference in how you come across in writing and in conversation and your tone may not come across as you intended in writing. Try to be as clear and specific as possible in your Contributions so that your intended meaning is more likely to come across. In particular, if you are making a Contribution that is designed to provoke or to test another person’s Contribution (in a way that is often described as “playing devil’s advocate”) it may be helpful if you make that clear at the same time as adding your Contribution.
 

3.4

Discrimination. You must not make any Contribution which is discriminatory in nature. This means that you should not make any Contribution which makes an unjust or prejudicial statement about a person or group of people based on their personal characteristics such as age, disability, gender reassignment status, marital or civil partner status, pregnancy or maternity status, race, colour, nationality, ethnic or national origin, religion or belief, sex or sexual orientation.
 

3.5

Threats, harassment , bullying and violence. You must not make any Contribution which is threatening or harassing in nature or promotes violence either to an individual or a group of people.. Types of behaviour which may be considered threatening or harassing or bullying include but are not limited to:
 

  • Insults, name-calling and offensive language and gestures;

  • Inappropriate jokes including jokes which are racist, sexist, homophobic, biphobic, transphobic or ageist, or which contain derogatory or stereotypical remarks about a particular ethnic or religious group or gender or are of a sexually explicit nature;

  • Ridiculing and undermining behaviour;

  • Inappropriate or unnecessary physical contact;

  • Physical assault or threats of physical assault;

  • Intimidating, coercive or threatening actions and behaviours;

  • Unwelcome sexual advances including but not limited to physical contact, invasion of personal space, inappropriate remarks about a person’s appearance or dress, sexually explicit language and verbal and physical innuendo, intrusive staring of a sexual nature and persistent unwanted advances;

  • Isolation, non-cooperation or deliberate exclusion;

  • Inappropriate comments about a person’s appearance, intrusive questions or comments about a person’s private life and malicious gossip;

  • Outing or threatening to out someone’s sexual or gender identity;

  • Offensive images and literature;

  • Pestering, spying or stalking.


This list is non-exhaustive but is indicative of behaviour which would be considered unacceptable conduct by FSM and Kapulewis.com.
 

3.6

Hate and provocation. You must not make Contributions which incite hatred, or which are designed to provoke an individual or group of individuals, or cause that person or those individuals needless anxiety.


3.7

Legality. You must not post any Contribution that is illegal. This includes any Contribution which is slanderous, defamatory, libellous, encourages crime, is in breach of a court order or in contempt of court, or puts children at risk or encourages any other User to do any of these things.


3.8

Artificial Intelligence (AI). You undertake not to pass off any work produced entirely by or in significant conjunction with chatbots or other AI platforms (including but not limited to ChatGPT, Google Gemini, Claude or Sudowrite) as your own Contribution (including writing), without making this explicit. This applies to work shared during Services.
 

You will under no circumstances upload or input the work of other customers or Users or tutors into any AI platform for any purpose, at any time.
 

3.9

Ownership. You must not post any content or submit any Contribution which is plagiarised, or which would otherwise represent a breach of copyright (or any other intellectual property right).
 

3.10

Advertising. You must not make a Contribution directly seeking financial gain, for example asking for sponsorship or advertising a product or services or other messages that might be considered spam.
 

3.11

Privacy. You must not make a Contribution which includes personal data (such as the telephone number, location, home address or email address) of yourself or any other individual. You should not make a Contribution which includes information about another person which would reasonably be considered private about another person without their consent (for example, information about their personal relationships or employment).
 

3.12

Respect. You will treat your fellow Users, customers, tutors, administrative taff, FSM staff or guests with respect at all times and this will include respecting their sensitivities and boundaries during Contributions, during Services, while using the Website and/or in any in person, online, phone or other interactions through third party messaging Websites.

4. Principles on Which We Base Our Conduct Standards

4.1

At FSM and Kapulewis.com, we encourage freedom of expression, which is a fundamental right protected by the Human Rights Act 1998 and by Article 10 of the European Convention on Human Rights.

 

We understand that some opinions may cause offence, even if not intended, but nevertheless free speech protection extends to views that may shock, disturb or offend.

 

However, freedom of expression is not an absolute right. It does not protect statements that discriminate, harass, or incite violence or hatred against others on grounds of race, religion, nationality, gender or sexuality. Human rights exist to afford protection from that behaviour; and inciting hatred, or engaging in harassment or other threatening behaviour, is likely to be a criminal offence. The law also protects the reputations and privacy of others.

 

Often there is a balance to be struck between these rights and those of free speech. It is not always easy to decide what crosses the line.  Much will depend on the context of the content at issue and what appears to be the intention behind it. Some cases are more straightforward, and we will not tolerate any hateful content which encourages harm, exclusion or denigration of a group of people.

 

We want our community to be a place where everyone’s voice can be heard, and in order to progress ideas within the framework of a constructive debate, we need to  create an inclusive atmosphere that encourages focused discussion based on legitimate ideas.

 

Our conduct standards are designed to strike this balance: to foster creativity, expression and discussion without facilitating discrimination, hatred or violence.
 

4.2

Act within the spirit of this Policy. The Conduct Standards in 3 above, are guidelines and are designed with the above principles in mind. When using our Website you should behave in a way which is in keeping with the spirit of this Policy and not just the letter of it

5. Violations of This Policy

5.1

Materiality of breach. Any breach of this Policy constitutes a material breach of the Kapulewis.com Workshops and Mentoring Terms and Conditions and/or the Kapulewis.com Website Terms of Use, as applicable.

Our rights under those terms and conditions will apply to this Policy in addition to the right set out in this clause 5.
 

5.2

Right to determine breaches and appropriate action. FSM has the right in its absolute discretion to determine whether a Contribution is in breach of this Policy and what the appropriate action to be taken in response to that breach.
 

5.3

Right to notify User or Customer of a breach of this Policy. If FSM deems a Contribution made by you or made in relation to your Account to be in breach of this Policy, we may issue a warning to you and ask you to either remove the Contribution or amend the Contribution so that it no longer breaches this Policy.
 

5.4

Right to remove Contribution with notice. If you do not respond to our warning to remove or amend the Contribution swiftly or if you refuse to do so, we will be entitled to remove the Contribution ourselves.
 

5.5

Right to remove the Contribution without notice. If we determine that a Contribution is likely to cause serious harm or offence or is a clear violation of this policy, we have the right to remove the Contribution without prior notice to you. We will endeavour to let you know afterwards if your Contribution has been removed in line with this clause.
 

5.6

Right to remove Contributions and Users and Customers from Services: If you breach this Policy in one of your purchased Services or in any Contributions which you submit, we reserve the right to remove those Contributions from any Services they have been shared in and/or remove you from that Services and any other similar Services.
 

5.7

Right to delete or suspend Kapulewis.com Account. If you breach this Policy, we reserve the right to delete or suspend your Kapulewis.com Account and/or cancel or suspend any Services you have booked with Kapulewis.com.
 

5.8

Right to pass details to the appropriate authorities. Where we consider that a Contribution represents a criminal offence (such as incitement to violence, or harassment) we reserve the right to disclose the Contribution made and your details to law enforcement authorities as we reasonably feel is necessary or as required by law.
 

5.9

Right to bring legal proceedings. We reserve the right to commence legal proceedings against you for reimbursement of all costs on an indemnity basis (including, but not limited to, reasonable administrative and legal costs) resulting from any breach by you of this Policy.
 

5.10

No liability for action taken or not taken. We exclude our liability for all action we may take, or not take in response to breaches of this acceptable use policy. The actions we may take are not limited to those described above, and we may take any other action we reasonably deem appropriate. Any decision not to take action will be solely at the discretion of FSM.
 

5.11

If you think a Contribution violates this Policy. If you believe a Contribution made by another User or customer is in breach of this Policy, please contact us via our contact form.
 

5.12

Right to apply this to Contributions and Services. This Conduct Policy applies also to Contributions shared in Services or on our Website, and to debates and Contributions which take place in our Services, online, by phone, conference call, webinar or in person or through third party messaging Websites.

6. Dispute Resolution Procedure

6.1

If you are not satisfied with our decision. If you have been subject to any action set out in clauses 5.3 – 5.9 and you disagree with our reason for taking such action, or if you have reported a Contribution under 5.11 and no action has been taken and you disagree with our reason for refusing to take such action our complaints procedure is as follows

6.2

Raise a concern. In the first instance, you should raise a concern with your tutor, either via our contact form or by post (address below). Raising a concern will open a dialogue up between yourself and FSM and we will work with you to resolve the concern.

 

Tutor Name
Kapulewis.com
FutureSmartMedia Limited
4 Denbigh Close
London
W11 2QH

UK

6.3

Raise a Complaint. If you have raised a concern but are not satisfied with the outcome, you can raise a formal complaint by contacting Katharine Lewis, Director of FutureSmartMedia Limited (4 Denbigh Close, London, W11 2QH, UK). When raising a complaint, include as much relevant detail as possible, including dates and times, the names of the parties involved, the specific nature of the complaint and, if possible, a record of any previous contact you have had with FSM regarding the issue.

The Director will acknowledge receipt of your complaint within two working days of receipt of the complaint and will aim to respond in full within ten working days thereafter. In order to try to resolve your complaint, it may be necessary to appoint a third-party mediator. This may be another Director or it may be someone else, but if such an appointment is deemed necessary, it will be made in consultation with you.

 

Our aim is always to resolve a complaint quickly and equitably.

 

6.4

Appeal a decision. If you are not satisfied with the outcome of your complaint, or if your complaint specifically concerns the Director, you may raise it to another director with responsibility for FSM, Patrick Ugeux. To do that, write to:

 

Patrick Ugeux
FutureSmartMedia Limited
4 Denbigh Close
London
W11 2QH

 

Patrick Ugeux’s decision will be final.

6.5

Our assurances. Whenever you raise a concern, complaint or appeal a decision with us we will always listen and respond:

6.5.1

in good time. We strive to respond to all emails within two working days, even if just to acknowledge receipt; and

6.5.2

in strictest confidence. If anyone at FSM needs to hear the details, you will be informed of who and why.

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