Terms and Conditions

Head Heart Hand Coaching

1. About these Terms

These Terms & Conditions apply to the coaching services provided by [Head Heart Hand Coaching ] (“I”, “me”, “my”) to you as the client (“you”, “your”). By booking or purchasing coaching services, you confirm that you have read and agree to these Terms. A separate Privacy & Cookies Policy explains how personal information is handled.

2. The Coaching Relationship

Coaching is a collaborative and active process built on trust, honesty and mutual respect. I provide a supportive, non-judgmental space, appropriate challenge, structure and coaching tools to help you explore your circumstances, choices and goals. I will use reasonable care and skill in providing the service.

You remain responsible for your participation in coaching and for the decisions, actions and choices you make before, during and after our work together.

3. Scope and Limitations of Coaching

My coaching may support you with relationships, separation, divorce, neurodiversity-related relationship challenges, mid life challenges, confidence, communication and personal development.

I am not acting as your solicitor, financial adviser, doctor, psychiatrist, counsellor, psychotherapist or mediator. Coaching does not provide legal, financial, medical or mental-health diagnosis or treatment. I can help you prepare for conversations, mediation, legal or financial appointments and identify questions you may wish to ask, but I cannot advise you what legal or financial decision to make or act on your behalf.

If something arises that is outside my professional scope, I will be open about this and may recommend that you seek support from an appropriately qualified professional.

4. Discovery Calls

Any free discovery call is intended to understand what support you are looking for, consider whether coaching may be appropriate and decide whether we are a good fit. It is not a full coaching session and does not create an ongoing coaching relationship.

5. Our Responsibilities

I will treat you with respect and provide coaching in a professional, supportive and non-judgmental way.

I will listen, question, appropriately challenge and use coaching tools relevant to the work we have agreed.

I will maintain appropriate professional boundaries and confidentiality, subject to the exceptions below.

I will be honest where I believe an issue falls outside the scope of coaching or where another form of professional support may be more appropriate.

6. Your Responsibilities

Engage as openly and honestly as you feel able and take responsibility for your participation in the coaching process.

Take responsibility for your own decisions, actions, wellbeing and outcomes.

Attend sessions on time and let me know as soon as possible if you need to change an appointment.

Treat me respectfully and not attend a session under the influence of alcohol or recreational drugs.

Seek appropriately qualified legal, financial, medical or therapeutic advice where needed.

Not record a session without my prior agreement.

7. Sessions, Fees and Payment

Session length, fees and any package arrangements will be made clear before you book. Payment is required in advance unless we have agreed otherwise in writing. If payment has not been received when due, I may postpone the session until payment is made.

If you arrive late, the session will normally still finish at the scheduled time. I will make reasonable efforts to accommodate unforeseen circumstances, but cannot guarantee an extension.

8. Cancellations and Rescheduling

Please give at least 24 hours’ notice if you need to cancel or reschedule. Where less than 24 hours’ notice is given, I reserve the right to charge for the booked session, taking account of the circumstances and whether the appointment can reasonably be reallocated. A missed session without notice may be charged in full.

If I need to cancel a session, I will give as much notice as reasonably possible and offer an alternative appointment. If a suitable alternative cannot be agreed, any fee paid for that session will be refunded.

9. Packages and Ending Coaching

Either of us may decide to end the coaching relationship. I ask that, where possible, this is communicated in writing.

If you have purchased a discounted package and decide to stop coaching before completing it, any refund due for unused sessions will be calculated after sessions already taken have been charged at my standard individual-session rate. Sessions already provided and any sessions properly chargeable under the cancellation policy will not be refunded.

I may end coaching if I believe it is no longer appropriate or within my professional scope, or in the event of threatening, abusive or seriously inappropriate behaviour. Where I end the relationship, unused prepaid sessions will normally be refunded unless there is a lawful reason otherwise.

10. Your Right to Cancel a Distance Contract

Where you enter into a consumer contract for coaching online, by telephone or otherwise at a distance, you may have a statutory 14-day cancellation right. Details of that right, including how to cancel, will be provided when you enter into the coaching agreement.

If you ask me to begin providing coaching during the 14-day cancellation period and later cancel within that period, you may be required to pay a proportionate amount for services already supplied. Where the service is fully performed during that period, the statutory cancellation right may be lost where the legal requirements for your express request and acknowledgement have been met. Nothing in these Terms affects your statutory consumer rights.

11. Hold your Hand - Between Session Contact

Between-session email, telephone or messaging support is available only where it has been expressly included in your coaching package or agreed with me. I will respond within reasonable boundaries during my normal working hours. Between-session contact is not unlimited coaching, a crisis service or an emergency contact facility.

12. Confidentiality and Safeguarding

I treat information shared during coaching as confidential. There are limited circumstances in which confidentiality may need to be broken, including where you consent to disclosure, where I am required to disclose information by law or court order, or where I reasonably believe disclosure is necessary because of a serious safeguarding concern or risk of serious harm.

Where appropriate and safe to do so, I will aim to discuss a proposed disclosure with you first. Personal information and coaching records are handled in accordance with my Privacy & Cookies Policy.

13. Online Coaching

For online sessions, you are responsible for joining from a reasonably private and safe location with a suitable device and internet connection. If technology fails, we will try to reconnect or agree an appropriate alternative. Neither party can guarantee that internet-based communications will be uninterrupted or completely secure.

14. Outcomes and Liability

I will use my professional skills, experience and appropriate coaching tools to support you in working towards your goals. Coaching outcomes depend on many factors, including your circumstances and participation, and no particular result or resolution can be guaranteed.

Nothing in these Terms excludes or limits any liability or consumer right that cannot lawfully be excluded or limited.

15. Concerns and Complaints

If you have any concern about the coaching or service you have received, please raise it with me as soon as possible. I will take concerns seriously and aim to resolve them openly, fairly and promptly.

16. Intellectual Property and Website Content

Unless otherwise stated, the content of this website and any original coaching resources, worksheets or materials I provide are owned by me or used with permission. They are provided for your personal use and must not be copied, republished, sold, distributed or used commercially without permission.

Website information is general in nature and is not a substitute for individual professional advice. Links to third-party websites are provided for convenience; I am not responsible for their content or practices.

17. Data Protection

Personal data is collected, used and stored in accordance with my separate Privacy & Cookies Policy, which is available on this website.

18. Changes to these Terms

I may update these Terms from time to time. The version applying to an existing coaching engagement will be the version agreed when that engagement began, unless a change is required by law or we agree otherwise.

19. Governing Law

These Terms are governed by the laws of England and Wales. Nothing in this clause removes any mandatory consumer rights you may have.

20. Contact

Head Heart Hand Coaching
headhearthandcoaching@gmail.com