Services Terms and conditions

SCHEDULE 1: SERVICE TERMS & CONDITIONS

10. Purpose of the Agreement and Coaching Relationship

    This Agreement sets out the terms under which the Coach will provide Services to the Client. It reflects the entire understanding between the parties and supersedes all prior discussions or representations. Any amendments must be agreed in writing by both parties. 

11. Purpose of the Agreement and Coaching Relationship

    This Agreement sets out the terms under which the Coach will provide Services to the Client. It reflects the entire understanding between the parties and supersedes all prior discussions or representations. Any amendments must be agreed in writing by both parties. 

12. Governing Law

    These Terms shall be governed by and construed in accordance with the laws of England and Wales. Any disputes shall be subject to the exclusive jurisdiction of the courts of England and Wales.   

13. Boundaries of Coaching

    Coaching is a collaborative, forward‑focused, time‑limited process designed to support personal and professional development. The Coach facilitates thinking, reflection, and goal achievement but does not provide answers or advice. 

    Coaching is not: 

    -therapy 

    -counselling 

    -medical or mental health treatment 

    -legal advice 

    -financial advice 

    -Crisis intervention 

    The Client remains responsible for their decisions, actions, and outcomes. 

    Specific results cannot be guaranteed. 

14. Responsibilities of the Coach

    The Coach agrees to: 

    Provide professional coaching in line with the International Coaching Federation (ICF) Code of Ethics.   

    Manage the coaching process while the Client leads the content.   

    Hold the Client to account where avoidance or misalignment with goals is observed.   

    Use tools, models, and techniques appropriate to the Client’s goals and learning style.   

    Seek informal feedback regularly and review progress throughout the coaching relationship. 

    Make reasonable adjustments where possible without additional cost Maintain confidentiality except where disclosure is required by law or ethical obligations.   

15. Responsibilities of the Client

    The Client agrees to: 

    Engage fully in the coaching process and take exclusive responsibility for implementing actions.    

    Recognise that progress depends on their own commitment, effort, and follow‑through.   

    Understand that coaching may involve reflection on different areas of life and that decisions remain solely their responsibility.   

    Attend sessions on time and communicate honestly.   

    Pay all fees as agreed.   

    Provide formal written feedback when requested.   

    The Client acknowledges that the Coach is not liable for decisions or actions taken as a result of coaching.   

16. Session Arrangements

    Sessions are typically held via Microsoft Teams unless otherwise agreed.  Sessions start and finish at the agreed time. 

    If the Client is late, the session still ends at the scheduled time.   

    If the Client is more than 10 minutes late, the session may be treated as cancelled.   

    Minimum frequency: one session per week unless agreed otherwise. 

17. Cancellations and Rescheduling

    Sessions cancelled with more than 48 hours’ notice may be rescheduled without charge. 

    Sessions cancelled with less than 48 hours’ notice, or non‑attendance, may be charged in full.   

    The Coach will attempt in good faith to reschedule the missed session.  

    If the Coach cancels, the session will be rescheduled at no additional cost.  

    Sessions not rescheduled in accordance with these terms may be forfeited unless exceptional circumstances apply. 

    If the Coach needs to cancel, the session will be rescheduled at no extra cost. 

18. Confidentiality

    The coaching relationship is confidential and follows the ICF Code of Ethics. 

    Confidential Information does not include information that: 

    -was already in the Coach’s possession  

    -is publicly known  

    -is lawfully obtained from a third party  

    -is independently developed  

    -must be disclosed by law or court order  

    -indicates imminent risk of harm to the Client or others  

    -relates to illegal activity 

    The Coach will not disclose the Client’s identity or information without written consent, except as required by law or ethical obligations.    

    9.1 Recording Sessions

    Sessions are recorded only with explicit Client consent. Recordings are used solely for training, supervision, or accreditation (e.g., ICF assessment), stored securely, and deleted when no longer required. Consent may be withdrawn at any time. 

    9.2 ICF Credentialing

    The Client agrees that their name, contact details, and coaching start/end dates may be shared with ICF solely for credential verification. No session content or notes will be shared. 

    This confidentiality obligation survives termination of the Agreement. 

    The Client also acknowledges his or her continuing obligation to raise any confidentiality questions or concerns with the Coach in a timely manner.  

19. Data Protection

    Personal data is collected and processed solely for delivering Services and in accordance with UK General Data Protection Rights 2018. 

    The Client has the right to request access, correction, or deletion of their data.  

    The Privacy Notice on the Keys To Value Ltd website applies. 

20. Intellectual Property Rights

    All materials, tools, templates, and resources provided by the Coach remain the intellectual property of Keys To Value Ltd unless otherwise agreed in writing. 

    The Client may use materials for internal personal use only and may not reproduce, distribute, or resell them. 

21. Fees and Payment

    Fees are payable in advance and no later than 24 hours before each session.  

    Package discounts apply only when the full package fee is paid upfront.  

    Payments must be made to Keys To Value Ltd using the bank details provided on the invoice. 

    Packages must be used within the specified timeframe unless otherwise agreed. 

    Sessions may be refused if payment has not been received. 

22. Consumer Cooling Off Rights (Online Purchases)

    If the Client purchases Services online or at a distance, they have a 14‑day statutory cooling‑off period under the Consumer Contracts Regulations 2013. 

    The Client may: 

    Cancel within 14 days for a full refund if no sessions have been delivered. 

    If the Client requests services to begin within the 14‑day period: 

    The Client agrees to waive part of their cooling‑off rights. 

    Fees for any sessions already delivered are non‑refundable. 

    If a package was purchased, the Client will receive a pro‑rated refund for unused sessions. 

23. 14‑Day Satisfaction Guarantee

    If the Client feels the programme is not the right fit after the first session, they may request a refund within 14 days of the programme start date. Before a refund is considered, the Client agrees to attend a resolution call with the Coach to explore whether the issue can be resolved.

    If the Client still wishes to proceed, the Coach will refund the programme fee minus the value of the first session, which becomes non‑refundable once delivered. Upon refund, the Client will immediately lose access to all programme materials, including recordings, worksheets, templates, and digital resources.

    After the 14‑day period has passed, or once the second session has begun (whichever comes first), all payments are final. Coaching outcomes depend on the Client’s own effort and commitment, and no specific results are guaranteed.

24. Termination

    Either party may terminate this Agreement at any time with 14 days written notice.   

    Upon termination: 

    Fees for completed sessions remain payable. 

    Pre‑paid but unused sessions will be refunded (minus transaction fees) unless the Client is within the 14‑day cooling‑off period and has received services. 

    Confidentiality obligations continue. 

25. Force Majeure

    The Coach is not liable for delays or failure to perform due to events beyond reasonable control, including natural disasters, war, pandemics, or government restrictions. 

26. Concerns and Dispute Resolution

    The Client should raise any concerns directly with the Coach so they can be addressed promptly. 

    If a dispute cannot be resolved informally, both parties agree to attempt mediation in good faith for up to 30 days before pursuing legal action. 

27. Limits of Liability

    Except where prohibited by law: 

    The Coach is not liable for indirect, consequential, or special damages. 

    Total liability under this Agreement is limited to the fees paid by the Client in the preceding three months. 

    Nothing limits liability for death or personal injury caused by negligence, fraud, or any liability that cannot be excluded under UK law. 

    The Client agrees to indemnify the Coach against claims arising from their participation in coaching or use of materials. 

28. Amendment

    Keys To Value Ltd may update these Terms from time to time. Clients will be notified of any material changes. 

29. Severability

    If any provision is found invalid or unenforceable, the remaining provisions remain in full force. Where possible, the invalid provision will be modified to make it enforceable. 

30. Waiver

    Failure to enforce any provision does not constitute a waiver of the right to enforce it later.