Client Agreement / Terms & Conditions

1. About this agreement

These Client Agreement / Terms & Conditions apply when you book or purchase coaching services from Lyndsey Kelly, trading as Lyndsey Kelly Coaching ("Lyndsey Kelly Coaching", "we", "us" or "our").

Our business address is:
Lyndsey Kelly
Lyndsey Kelly Coaching
7-11 Linenhall Street
Belfast
BT2 8AA
Northern Ireland

Our contact email is: lyndsey@lyndseykellycoaching.com

By booking or purchasing a coaching service, you agree to these terms.

Nothing in these terms affects any legal rights you have as a consumer that cannot lawfully be excluded or restricted.

2. Our coaching services

Lyndsey Kelly Coaching provides personal development and transformation coaching.

Coaching may be delivered:

• online, including by video call or other agreed communication methods; and
• in person, where agreed in advance and subject to availability.

The majority of coaching may be delivered online.

Where an in-person session is agreed, the location will be confirmed separately. This may include a suitable office, hired venue or other appropriate location. We do not guarantee that an in-person venue will always be available.

The services currently offered may include:

• Free Discovery Call — A free introductory conversation intended to help you understand the coaching service and decide whether it is suitable for you. The Discovery Call is not itself a paid coaching session or a guarantee that coaching will be suitable for you.
• Single Clarity Session — A standalone coaching session lasting approximately 60 to 90 minutes.
• Core Transformation Package — A package consisting of 6 coaching sessions for £500, subject to the package details displayed at the time of purchase. After the first session, subsequent sessions may be booked individually rather than being booked all at once.
• Premium 3-Month Container — A three-month coaching programme consisting of 8 coaching sessions together with between-session support, subject to the package details, price and support arrangements displayed at the time of purchase.

The exact services included in a package will be confirmed on the website and/or at checkout before you purchase.

3. Coaching is not medical or psychological treatment

Coaching is a personal development service. It is not:

• medical treatment;
• psychotherapy;
• counselling;
• psychiatric care;
• diagnosis or treatment of a mental health condition; or
• a substitute for professional medical or mental health care.

Lyndsey is not acting as your doctor, therapist, psychologist, psychiatrist or other healthcare professional through the coaching service.

You remain responsible for deciding whether coaching is appropriate for you and for seeking appropriate professional support where necessary.

If you are experiencing an emergency or mental health crisis, you should contact an appropriate healthcare professional or emergency/crisis service rather than relying on coaching or between-session support.

4. No guaranteed outcome

Coaching is collaborative and outcomes vary from person to person.

We do not guarantee that coaching will produce a particular result, transformation, improvement, financial outcome, relationship outcome, career outcome or other specific result.

Your progress will depend on a range of factors, including your circumstances, decisions, participation and actions outside coaching sessions.

Any testimonials, examples or descriptions of previous client experiences are illustrative and are not guarantees of what you will experience.

5. Eligibility

The standard coaching service is available to clients aged 18 or over.

If Lyndsey Kelly Coaching agrees to provide coaching to someone under 18 in the future, this will be subject to a separate process and any additional parental/guardian consent, safeguarding arrangements and terms that may be required.

We reserve the right not to accept or continue a booking where we reasonably consider that the service is unsuitable or cannot appropriately be provided.

6. Booking and formation of the contract

You can book a service through the Lyndsey Kelly Coaching website or through another booking method we make available.

Before you complete a purchase, you will be shown the relevant service, price and other important information.

When you place an order, you are making an offer to purchase the relevant service.

A contract is formed when we accept your booking and confirm it to you, normally by email or through the booking/payment system.

We reserve the right to correct obvious pricing or description errors before accepting an order.

7. Prices and payment

The price payable will be the price displayed at the time you book.

Unless otherwise stated, payment is due at the time of booking.

Payments may be processed through Stripe.

Where available at checkout, instalment payment may be offered through Klarna. Klarna's instalment or financing arrangement is provided by Klarna under Klarna's own terms. Lyndsey Kelly Coaching is not the provider of Klarna's credit or financing service. You should review Klarna's terms before choosing an instalment option.

If payment is not successfully completed, we may suspend or decline the booking until payment has been received.

8. The 14-day cancellation period for online bookings

If you are a consumer entering into a contract with us online or at a distance, you may have a statutory right to cancel the contract within 14 days, subject to the applicable law and exceptions.

These statutory cancellation rights are separate from our additional commercial refund policy.

If you are entitled to cancel, you do not need to give a reason.

You may exercise your cancellation right by contacting us using lyndsey@lyndseykellycoaching.com or by using any cancellation method we make available.

If you cancel within the applicable cancellation period after asking us to begin providing the coaching service, you may be required to pay a proportionate amount for the service supplied up to the point at which you told us you wanted to cancel, where the law permits this.

Where the service has been fully performed during the cancellation period following your express request for it to begin and the required acknowledgement that the cancellation right may be lost once the service is fully performed, your statutory cancellation right may no longer apply.

Our checkout process should therefore separately capture any required confirmation from you if you ask us to begin providing coaching before the 14-day cancellation period has expired.

Nothing in this section is intended to remove or reduce any statutory consumer right.

9. Our additional refund policy

Subject always to your statutory consumer rights:

Before Session 1 — If you purchase a coaching package and Session 1 has not yet taken place, you may request a refund in accordance with the refund arrangements displayed at the time of purchase. Our current commercial policy is to provide a full refund before Session 1 takes place.

After Session 1 — If you choose to end a Core or Premium package after Session 1 has been delivered, we will consider a refund for any sessions or services not yet provided, taking into account the services already provided and any reasonable, non-recoverable costs or losses arising from the cancellation.

This does not remove any right to cancel or obtain a remedy where consumer law gives you such a right.

10. Booking sessions

After purchasing a package, sessions will be arranged through the booking system or directly with Lyndsey, depending on the package.

For the Core package, Sessions 2–6 may be booked individually rather than being reserved automatically at the time of purchase.

Clients are responsible for attending their scheduled sessions and providing accurate contact and booking information.

11. Rescheduling and cancellation of individual sessions

We understand that circumstances can change.

A coaching session may be rescheduled without charge where at least 24 hours' notice is provided.

Where less than 24 hours' notice is provided, or where a client does not attend a scheduled session without notice, the session may be treated as used and will not normally be rescheduled. This reflects the time reserved for the session and our inability to offer that appointment to another client at short notice.

This does not affect any statutory consumer rights that may apply.

Where Lyndsey needs to cancel or reschedule a session, we will provide reasonable notice where possible and offer an alternative appointment.

12. Premium between-session support

The Premium 3-Month Container includes between-session support through the dedicated Lyndsey Kelly Coaching business WhatsApp number.

This support is intended for:

• brief check-ins;
• encouragement;
• accountability;
• questions relating to the coaching work; and
• reasonable between-session communication.

It is not intended to replace a coaching session or provide continuous or emergency support.

The current target response time is within 24 hours on weekdays. This is a response-time target rather than a guarantee. Messages sent outside normal working periods, at weekends or on public holidays may take longer to receive a response. Lyndsey is not required to provide an immediate response to WhatsApp messages.

The Premium support service must not be used for emergencies, crisis support or urgent medical or mental health matters.

13. Confidentiality

We will treat information shared with us during coaching as confidential and will not ordinarily disclose it to others without your permission.

However, confidentiality is not absolute. We may disclose information where:

• we are required to do so by law;
• disclosure is necessary to comply with a legal obligation;
• there is a serious safeguarding concern;
• disclosure is necessary to protect someone's vital interests; or
• another lawful basis for disclosure applies.

Our handling of personal information is also governed by our Privacy Policy.

14. Your responsibilities

You agree to:

• provide accurate information where reasonably required;
• attend sessions at the agreed time;
• give appropriate notice if you need to reschedule;
• participate honestly and constructively in coaching;
• take responsibility for your own decisions and actions;
• communicate respectfully; and
• not use coaching or between-session communication for emergency or crisis support.

You remain responsible for your own decisions and for obtaining professional advice where appropriate.

15. Coaching materials and intellectual property

Any worksheets, exercises, written materials, frameworks, recordings, resources or other materials supplied by Lyndsey Kelly Coaching remain the intellectual property of Lyndsey Kelly Coaching or the relevant rights holder unless stated otherwise.

You may use materials supplied to you for your own personal use in connection with your coaching.

You must not, without prior written permission:

• reproduce materials for commercial use;
• sell or redistribute them;
• publish them online;
• provide them to another person as a coaching programme;
• copy substantial parts of the coaching methodology for commercial purposes; or
• represent Lyndsey Kelly Coaching's materials as your own.

Nothing in these terms prevents you from exercising rights you have under applicable copyright law.

16. Client-generated content and feedback

You retain ownership of content that you provide to Lyndsey Kelly Coaching, subject to any rights that you separately grant to us.

If you provide feedback or a testimonial, we will only use it for marketing purposes where we have an appropriate legal basis and, where required, your permission.

We will not publish identifying information about you as a testimonial without appropriate consent.

17. Personal information

We collect and use personal information in order to operate the coaching service, process bookings and payments, communicate with clients and provide coaching.

Depending on how you interact with the business, this may involve information provided through:

• website forms;
• booking systems;
• payment systems;
• intake forms;
• email;
• WhatsApp;
• video-conferencing services; and
• other services used to operate the business.

Please see our Privacy Policy for full information about how personal data is collected, used, stored and shared.

18. Health and sensitive information

Clients should only provide information that is reasonably necessary for the coaching service.

If you choose to share information about your health, mental health or other sensitive matters, that information may constitute special category personal data under applicable data protection law.

Our Privacy Policy explains how such information is handled.

Coaching does not involve diagnosis or treatment of health conditions.

19. Online sessions and technology

Where coaching is delivered online, you are responsible for having a suitable device, internet connection and environment for the session.

We are not responsible for interruptions caused by your internet connection, device, software or other circumstances outside our reasonable control.

If a technical problem prevents a session from taking place, we will make reasonable efforts to resolve the issue or rearrange the session where appropriate.

20. In-person sessions

Where an in-person session is agreed, we will confirm the location and arrangements separately.

Clients are expected to behave respectfully and appropriately during in-person sessions.

We may refuse or end an in-person session where we reasonably consider that continuing would be unsafe, inappropriate or contrary to these terms.

Where we are responsible for cancelling an agreed in-person session, we will normally offer an alternative appointment or another appropriate remedy.

21. Our responsibility to you

We will provide the coaching service with reasonable care and skill as required by applicable law.

Nothing in these terms excludes or limits liability that cannot lawfully be excluded or limited. In particular, nothing in these terms excludes or limits liability for:

• death or personal injury caused by negligence;
• fraud or fraudulent misrepresentation;
• liability that cannot legally be excluded or restricted; or
• your statutory consumer rights.

Subject to the above, and to the maximum extent permitted by law, we are not responsible for losses that:

• were not reasonably foreseeable when the contract was formed;
• result from your own actions or decisions;
• result from circumstances outside our reasonable control; or
• arise because you did not follow reasonable instructions or information provided as part of the service.

We do not guarantee any particular personal, professional, financial, health, relationship or other outcome from coaching.

Nothing in this section is intended to deprive a consumer of any remedy or protection that cannot lawfully be excluded.

22. Events outside our reasonable control

We will not be responsible for failure or delay in providing the service where this results from circumstances outside our reasonable control.

This may include serious illness, technical failures, interruption to communications services, venue problems, natural events, government action or other circumstances that could not reasonably have been prevented.

Where such circumstances affect a booked session, we will make reasonable efforts to rearrange it.

23. Ending the agreement

We may suspend or terminate coaching where:

• you seriously or repeatedly breach these terms;
• you behave abusively, threateningly or inappropriately;
• continuing the coaching relationship would create a reasonable safeguarding or safety concern;
• you use the service for purposes for which it was not intended; or
• continuing the service would otherwise be inappropriate or unlawful.

Where we terminate a paid package and the termination is not due to your breach, we will consider an appropriate refund for any services paid for but not provided, subject to applicable law.

You may also end the coaching relationship, subject to the cancellation, refund and statutory rights described in these terms.

24. Complaints

If you have a concern about the service, please contact lyndsey@lyndseykellycoaching.com.

We will aim to acknowledge complaints within a reasonable period and work with you to resolve the issue fairly.

Nothing in this complaints procedure prevents you from exercising any legal rights you may have.

25. Changes to these terms

We may update these terms from time to time.

The terms applying to a purchase will normally be the version in force when you entered into the relevant contract, unless a change is required by law or otherwise agreed with you.

The latest version will be published on the website.

26. Governing law and jurisdiction

These terms are governed by the law of Northern Ireland.

If you are a consumer, you will also benefit from any mandatory protections provided by the law of the country in which you live that cannot legally be excluded.

Nothing in these terms prevents you from bringing proceedings in a court that has jurisdiction under applicable consumer protection law.

27. Severability

If any provision of these terms is found to be unlawful, invalid or unenforceable, that provision will be treated as modified or removed only to the extent necessary, and the remaining provisions will continue to apply.

28. Entire agreement

These terms, together with the information provided on the relevant booking or checkout page and any other documents expressly incorporated into the agreement, form the agreement between you and Lyndsey Kelly Coaching in relation to the relevant coaching service.

If there is a conflict between these terms and a specific written agreement made with you, the specific written agreement will take precedence to the extent of the conflict.

29. Contact

For questions about these terms, bookings, cancellations or complaints:

Lyndsey Kelly
Lyndsey Kelly Coaching
7-11 Linenhall Street
Belfast
BT2 8AA
Northern Ireland
Email: lyndsey@lyndseykellycoaching.com