These terms set out how we work together. Please read them before committing to coaching with me. If anything is unclear, do get in touch and I’ll happily discuss.
In these terms ‘I’, ‘me’ and ‘my’ refer to Elaine Cook trading as Elaine Cook Coaching. ‘You’ and ‘your’ refer to the client.
1. About My Services
I offer individual coaching programmes delivered online (via video call) and in person in Corsham, Wiltshire. The scope, number of sessions, format, and fee for your programme will be agreed in writing before work begins.
Coaching is a professional partnership focused on your goals and development. It is not therapy, counselling, or medical advice. If you are experiencing significant mental health challenges I may recommend that you seek additional professional support alongside coaching.
2. Starting Work Together
A binding contract between us is formed when:
- you confirm in writing (email is fine) that you wish to proceed, and
- I confirm acceptance by email or by issuing an invoice.
I reserve the right to decline a booking if I believe my services are not the right fit.
3. Fees and Payment
Your fee will be confirmed in writing before we start. I will invoice you by email.
Payment structures:
- Block programmes — 50% deposit due within 7 days of invoice; the balance due before session 2, or as otherwise agreed in writing.
- Monthly retainer — invoiced monthly in advance; payment due within 7 days of invoice.
- Pay-per-session — full fee due at least 24 hours before each session.
Payment is by bank transfer (BACS). Details provided on the invoice.
Late payment: If payment is not received by the due date, I may postpone or withhold sessions until the account is settled. I may also charge statutory interest at 8% above the Bank of England base rate under the Late Payment of Commercial Debts (Interest) Act 1998.
If you are experiencing financial difficulty, please contact me early — I would rather find a workable solution than interrupt our work together.
4. Cancelling or Rescheduling Sessions
Required notice: 48 hours before the scheduled session start time.
48 hours’ notice or more:
- You may reschedule at no charge. Rescheduled sessions must take place within the original programme period.
Less than 48 hours’ notice:
- The session is forfeited — it cannot be rescheduled and no refund is due.
- Goodwill exception: once per programme I will allow a late-notice reschedule for a genuine emergency (serious illness or a serious family matter). This is at my discretion.
No-shows (no notice given): the session is forfeited and the full session fee remains payable.
If I need to cancel:
- I will give you as much notice as possible and offer an alternative date.
- If we cannot agree a new date within a reasonable timeframe, you will receive a pro-rata refund for any sessions prepaid but not yet delivered.
All cancellation and reschedule requests must be made by email to [your email].
5. Cooling-Off Period (Consumer Right)
If you are booking coaching as an individual for personal purposes (i.e. as a consumer), you have a legal right to cancel within 14 days of the contract being formed, for any reason, and receive a full refund.
If you ask me to begin coaching within that 14-day window, you acknowledge that this right may be reduced in proportion to any sessions already delivered.
To exercise this right, email me within 14 days of receiving my booking confirmation.
6. Ending a Programme Early
After the cooling-off period, if you wish to withdraw from a block programme:
- Give me at least 14 days’ written notice by email.
- I will refund sessions paid for but not yet delivered, minus an administration charge of £[X] to cover preparation and scheduling time already incurred.
I may end our arrangement with 14 days’ notice if, in my professional judgement, continuing is not in your interests, or if you breach these terms. In that case I will refund prepaid unused sessions in full.
7. Confidentiality
Everything discussed in our sessions is confidential. I will not share information about you or our work without your consent, except where I am legally required to do so (for example, where there is a serious risk of harm to you or others).
I ask you equally to treat any materials, tools, or frameworks I share with you as confidential and for your own personal use only.
8. Intellectual Property
All materials, worksheets, frameworks, and resources I create and share remain my intellectual property. You may use them for your own personal development but may not share, reproduce, or commercialise them without my written permission.
9. Data Protection
I handle your personal data in accordance with UK GDPR and the Data Protection Act 2018. Information you share with me is used solely to deliver and administer your coaching programme. Please see my Privacy Policy at [website link] for full details of your rights and how I protect your data.
10. Sessions and Recordings
Sessions are not routinely recorded. If either of us wishes to record a session, we will agree this in advance and in writing. You may withdraw consent to recording at any time.
Online sessions take place via [Zoom / Microsoft Teams — please specify]. You are responsible for a suitable internet connection and a private, quiet environment.
11. Liability
Coaching outcomes depend on your own engagement and actions. I make no guarantee of specific results. I am not liable for decisions you make as a result of our coaching work.
My total liability to you shall not exceed the total fees you have paid to me in the three months before the event giving rise to the claim.
Nothing in these terms limits my liability for death or personal injury caused by my negligence, fraud, or any other liability that cannot be excluded by law.
12. Complaints
If you are unhappy with any aspect of my service, please email me at [your email] in the first instance. I will acknowledge your complaint within 5 working days and aim to resolve it within 28 days.
If a dispute cannot be resolved between us, it will be subject to the exclusive jurisdiction of the courts of England and Wales.
13. General
These terms are governed by the law of England and Wales.
If any clause is found to be unenforceable, the remaining terms continue in full force.
I may update these terms from time to time. Any updates will be shared with you before they take effect for any ongoing arrangement.