Terms and Conditions
**Last Updated: November 19, 2025**
1. Introduction and Agreement
These Terms and Conditions ("Terms") constitute a legally binding agreement between you ("Client," "you," or "your") and Kintsugi Healthcare and Leadership Consulting trading as Kintsugi Coaching ("we," "us," "our," or "Coach") regarding your use of our website and coaching services.
By booking, purchasing, or engaging in any coaching services with us, you confirm that:
- You have read, understood, and agree to be bound by these Terms
- You have read and understood our Legal Disclosure and Privacy Policy
- You are at least 18 years of age
- You have the legal capacity to enter into a binding contract
- All information you provide to us is true, accurate, and complete
If you do not agree with these Terms, you must not use our services.
2. Services
2.1 Description of Services
We provide professional coaching services including but not limited to:
- One-to-one coaching sessions
- Group coaching programmes
- Online courses and digital products
- Workshops and masterclasses
2.2 Service Delivery
Coaching sessions may be delivered via:
- In-person meetings at an agreed location
- Video conferencing (Zoom, Microsoft Teams, or similar platforms)
- Telephone calls
- Email correspondence
The specific format will be agreed upon at the time of booking.
2.3 Duration and Frequency
Unless otherwise specified:
- Individual coaching sessions typically last 60 minutes
- Coaching packages are tailored on an individual basis
- Session frequency is typically weekly but may be altered according to individual commitments or needs, on both our sides.
Specific details will be confirmed in your booking confirmation.
2.4 Scope of Services
Our coaching services are designed to support your personal and professional development. They are:
**NOT** medical, therapeutic, or mental health services
**NOT** legal, financial, or tax advice
**NOT** counselling or psychotherapy
**NOT** a guarantee of specific outcomes or results
You acknowledge that coaching is a collaborative process and that your results depend significantly on your own commitment, actions, and circumstances.
3. Fees and Payment
3.1 Pricing
Current fees for our services are displayed on our website and in booking confirmations. All prices are in British Pounds Sterling (GBP) unless otherwise stated.
We reserve the right to change our fees at any time. Changes will not affect services already booked or packages already purchased.
3.2 Payment Terms
**For Individual Sessions:**
- Payment is due in full at the time of booking
- Sessions will not be scheduled until payment is received
**For Coaching Packages:**
- Full payment is due at the time of booking, unless otherwise agreed
- Instalment payment plans may be available subject to our approval
- If paying by instalments, failure to make any payment on time may result in suspension of services
3.3 Payment Methods
We accept payment via:
- Credit/debit card through our secure payment processor
- Bank transfer
- Cash
3.4 VAT
We are not currently registered for VAT. Should we become VAT registered during our engagement, we will notify you of any pricing changes in advance.
3.5 Refund Policy
**Cooling-Off Period:**
Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, you have the right to cancel your booking within 14 days of purchase ("Cooling-Off Period") and receive a full refund.
However, if you request that coaching services commence during the Cooling-Off Period, you expressly agree that:
- You forfeit your right to a full refund for any services delivered during that period
- You will be charged for services provided on a pro-rata basis
**After the Cooling-Off Period:**
- Payments for coaching packages are non-refundable
- If you discontinue coaching for any reason, fees already paid will not be refunded
- Unused sessions may be transferable to another person at our sole discretion and subject to a transfer fee of 20%
**Exceptions:**
We may offer a refund at our sole discretion in exceptional circumstances, such as:
- Serious illness or bereavement (medical evidence may be required)
- If we are unable to fulfil our obligations to you
- Other circumstances deemed appropriate at our discretion
4. Booking and Scheduling
4.1 Booking Process
To book coaching services:
1. Select your desired service or package through our website
2. Complete the booking form with accurate information
3. Make payment in full (or first instalment if agreed)
4. Receive booking confirmation via email
5. Schedule your sessions through our booking system or by mutual agreement
4.2 Scheduling and Rescheduling
**Initial Scheduling:**
We will work with you to find mutually convenient session times
**Rescheduling by Client:**
- You may reschedule a session by providing at least 48 hours notice
- Rescheduling requests must be made via email
- Rescheduled sessions must be completed within 2 months of the original session date
- Frequent rescheduling may result in termination of the coaching agreement
**Rescheduling by Coach:**
If we need to reschedule a session, we will:
- Provide as much notice as possible
- Offer alternative session times
- Ensure no loss of service to you
4.3 Cancellation Policy
**Less than 48 hoursnotice:**
- The session will be deemed to have taken place
- No refund or replacement session will be provided
- The session will be deducted from your package
**More than 48 hours notice:**
- The session may be rescheduled without penalty
- Subject to availability and must be completed within 2 months
**No-Show:**
If you fail to attend a scheduled session without notice:
- The session will be deemed to have taken place
- No refund or replacement session will be provided
- You will be charged the full session fee
**Exceptional Circumstances:**
We may waive cancellation fees in cases of:
- Medical emergencies (medical evidence may be required)
- Bereavement
- Other circumstances at our sole discretion
5. Client Responsibilities
You agree to:
5.1 General Responsibilities
- Attend sessions punctually and be prepared to participate fully
- Complete any agreed actions, exercises, or preparation between sessions
- Provide honest, accurate information to the Coach
- Inform the Coach immediately of any concerns or issues
- Take responsibility for your own decisions and actions
- Maintain confidentiality regarding the Coach's intellectual property and methods
5.2 Technical Requirements (for online sessions)
- Ensure you have a reliable internet connection
- Have appropriate video conferencing software installed and working
- Be in a quiet, private location free from interruptions
- Test your equipment before each session
- Notify us immediately if you experience technical difficulties
We are not responsible for technical issues that prevent you from attending online sessions, and standard cancellation fees will apply.
5.3 Suitability for Coaching
You confirm that:
- You are not currently experiencing serious mental health issues that require medical or therapeutic intervention
- You are not seeking therapy, counselling, or medical treatment
- If you are receiving treatment for any mental health condition, you have consulted your healthcare provider before engaging in coaching
- You will inform us immediately if your circumstances change in a way that affects your suitability for coaching
6. Our Responsibilities and Service Standards
We commit to:
6.1 Professional Standards
- Deliver coaching services professionally and competently
- Maintain appropriate professional boundaries
- Respect your confidentiality (subject to the exceptions outlined in our Legal Disclosure)
- Adhere to the ethical standards of any professional bodies to which we belong
- Maintain appropriate professional indemnity insurance
- Provide a safe, non-judgmental coaching environment
6.2 Service Delivery
- Attend scheduled sessions punctually
- Give you our full attention during sessions
- Provide continuity of coaching throughout the agreed programme
- Respond to your emails within [e.g., 2 business days]
- Notify you promptly if we need to reschedule
7. Confidentiality
7.1 Our Commitment
All information shared during coaching sessions will be kept strictly confidential, except where:
- You provide written consent for disclosure
- We are required by law to disclose information
- We believe there is a risk of serious harm to you or others
- We believe illegal activity is taking place
- Disclosure is necessary to protect our legal rights
- We need to consult with supervisors, insurers, or professional advisers (who are bound by confidentiality)
7.2 Your Commitment
You agree to keep confidential:
- Our proprietary coaching methods, tools, and materials
- Any information about our business practices
- Information about other clients (if in a group coaching setting)
8. Intellectual Property Rights
8.1 Our Property
All materials provided by us, including but not limited to:
- Coaching frameworks and methodologies
- Worksheets, templates, and resources
- Recorded sessions (where applicable)
- Course materials and content
- Website content
remain our intellectual property. You may use these materials solely for your personal development and may not:
- Reproduce or distribute them
- Use them for commercial purposes
- Share them with third parties
- Remove copyright notices
- Claim them as your own work
8.2 Your Property
You retain ownership of:
- Any ideas or intellectual property you bring to coaching
- Materials you create during coaching
- Your personal and business information
8.3 Testimonials and Case Studies
We may request your permission to use anonymised information about your coaching journey for:
- Case studies
- Testimonials
- Marketing materials
- Professional development purposes
We will always seek your explicit written consent before using any such information, and you are under no obligation to provide consent.
9. Termination
9.1 Termination by You
You may terminate the coaching relationship at any time by providing written notice. However:
- Fees already paid are non-refundable (except during the statutory cooling-off period)
- You remain liable for any outstanding payments
- You must still comply with confidentiality and intellectual property terms
9.2 Termination by Us
We reserve the right to terminate the coaching relationship immediately if:
- You breach these Terms
- You fail to make payments when due
- Your behaviour is abusive, threatening, or inappropriate
- We believe coaching is no longer appropriate for your needs
- We believe you require professional help beyond the scope of coaching
- Continuing the relationship would breach our professional or ethical obligations
If we terminate for reasons other than your breach, we will refund any fees paid for services not yet delivered on a pro-rata basis.
9.3 Effect of Termination
Upon termination:
- All outstanding fees become immediately payable
- Your right to use our materials ceases
- Confidentiality obligations continue indefinitely
- You must return or destroy all our materials in your possession
10. Data Protection and Privacy
We are committed to protecting your personal data in accordance with the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018, as amended by the Data (Use and Access) Act 2025.
Full details of how we collect, use, store, and protect your personal information are set out in our Privacy Policy, which forms part of this agreement.
10.1 Your Rights
Under UK GDPR, you have the right to:
- Access your personal data
- Correct inaccurate data
- Request deletion of your data (subject to legal obligations)
- Restrict processing of your data
- Object to processing
- Data portability
- Lodge a complaint with the Information Commissioner's Office (ICO)
- File a complaint with us about how we handle your data
To exercise any of these rights, please contact us using the details provided in Section 18.
11. Complaints Procedure
11.1 How to Complain
If you are dissatisfied with our services or believe we have breached these Terms:
1. Contact us in writing at kintsugihlc@gmail.com describing your complaint
2. We will acknowledge receipt within 5 working days
3. We will investigate and provide a substantive response within 28 days
4. We will work with you to resolve the matter fairly
11.2 Escalation
If you remain dissatisfied after following our complaints procedure:
- You may refer the matter to any professional body to which we belong
- You may report data protection concerns to the ICO
- You may seek independent legal advice
- You may pursue legal action through the courts
12. Limitation of Liability
12.1 What We Are Responsible For
Nothing in these Terms excludes or limits our liability for:
- Death or personal injury caused by our negligence
- Fraud or fraudulent misrepresentation
- Any liability which cannot be excluded or limited by UK law
12.2 What We Are Not Responsible For
To the fullest extent permitted by law, we exclude all liability for:
- Your decisions, actions, or omissions
- Outcomes or results of coaching
- Any loss or damage not reasonably foreseeable when the contract was made
- Loss of business, revenue, profits, or opportunities
- Loss of anticipated savings
- Loss of goodwill or reputation
- Loss of or damage to data
- Any indirect or consequential loss
12.3 Maximum Liability
Subject to Section 12.1, our total liability to you for any claims arising from these Terms or our services shall not exceed the total fees you have paid to us in the 12 months prior to the claim (or, if less, the total fees paid for the specific package or services giving rise to the claim).
13. Force Majeure
We shall not be liable for any failure to perform our obligations where such failure results from circumstances beyond our reasonable control, including but not limited to:
- Acts of God (earthquakes, floods, fires, storms)
- War, terrorism, civil disorder
- Government action or regulation
- Strikes, labour disputes
- Failure of public utilities or transport networks
- Pandemics or epidemics
- Technical failures beyond our reasonable control
If force majeure occurs, we will:
- Notify you as soon as reasonably practicable
- Take reasonable steps to minimise the impact
- Resume services as soon as reasonably possible
If force majeure continues for more than 60 days, either party may terminate the agreement, and we will refund fees paid for services not delivered on a pro-rata basis.
14. Dispute Resolution
14.1 Informal Resolution
If any dispute arises, we encourage you to contact us first to resolve the matter informally. Many disputes can be resolved quickly and amicably through open communication.
14.2 Mediation
If informal resolution is unsuccessful, both parties agree to attempt to resolve the dispute through mediation before pursuing legal action. Mediation costs will be shared equally.
14.3 Legal Action
If mediation fails or is inappropriate, disputes shall be resolved through the courts of England and Wales in accordance with English law.
15. Governing Law and Jurisdiction
These Terms and our relationship with you shall be governed by and construed in accordance with the laws of England and Wales. You and we both agree to submit to the exclusive jurisdiction of the courts of England and Wales.
16. General Provisions
16.1 Entire Agreement
These Terms, together with our Legal Disclosure and Privacy Policy, constitute the entire agreement between you and us regarding coaching services and supersede all prior agreements, representations, or understandings.
16.2 Changes to Terms
We reserve the right to update these Terms from time to time. Changes will be posted on our website with an updated "Last Updated" date. Material changes will be notified to existing clients via email at least 14 days before taking effect.
Your continued use of our services after changes take effect constitutes acceptance of the updated Terms. If you do not agree to the changes, you should discontinue use of our services.
16.3 Severability
If any provision of these Terms is found to be unenforceable or invalid by a court, that provision shall be limited or eliminated to the minimum extent necessary, and the remaining provisions shall remain in full force and effect.
16.4 No Waiver
Our failure to enforce any provision of these Terms shall not constitute a waiver of that provision or any other provision. Any waiver must be in writing and signed by us to be effective.
16.5 Assignment
You may not assign or transfer your rights or obligations under these Terms without our prior written consent. We may assign our rights and obligations to a successor business or entity.
16.6 Third Party Rights
These Terms are between you and us only. No third party shall have any rights to enforce any provision of these Terms under the Contracts (Rights of Third Parties) Act 1999.
16.7 Notices
All notices under these Terms must be in writing and sent to:
**You:** The email address or postal address you provided when booking
**Us:** Kintsugi Healthcare and Leadership Consulting ltd
Notices sent by email are deemed received on the day sent (if sent on a business day before 5pm) or the next business day (if sent after 5pm or on a non-business day).
17. Consumer Rights
17.1 Your Legal Rights
These Terms do not affect your statutory rights as a consumer under UK law, including rights under:
- Consumer Rights Act 2015
- Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013
- UK General Data Protection Regulation
- Data Protection Act 2018
If there is any conflict between these Terms and your statutory rights, your statutory rights shall prevail.
17.2 Alternative Dispute Resolution
If you are not satisfied with how we have handled any complaint, you may want to contact the alternative dispute resolution provider however, we are not obliged to use an alternative dispute resolution provider to resolve disputes with consumers.
18. Contact Information
If you have any questions about these Terms, please contact us:
**Email:** Kintsugihlc@gmail.com
**Phone:** 07738573307
**Website:** [Your website]
For complaints, please use the process outlined in Section 11.
**Acknowledgement**
By booking or using our coaching services, you acknowledge that you have read, understood, and agree to be bound by these Terms and Conditions, our Legal Disclosure, and our Privacy Policy.