Terms and conditions
When you are purchasing coaching services from Claire Macklin International Limited the following terms and conditions apply.
1. Coaching
Coaching is a confidential two-way process between the coach and the client, built on trust, honesty and respect. It is an active process.
2. Role of coach
Claire will:
· Be non-judgmental, objective, honest and open throughout the coaching relationship
· Encourage and challenge the client to take responsibility and focus on moving forward positively
· Provide a safe and supportive environment for clients to work through their feelings and explore strategies for change and development
· Support the client during their coaching journey
· Listen carefully, question and use coaching skills to help the client work through issues arising and create stepping stones towards their desired outcomes
· Observe confidentiality unless consent is given to disclose information, or disclosure is required by law
· Be honest with the client where an issue cannot be dealt with through coaching
3. Role of client
The client:
· Will be ready and willing to work openly and honestly with Claire
· Understands that coaching is an investment in their future, and wants to move forward positively
· Is open to challenges to their thoughts, ideas and mindset
· Is open to feedback and support and will create the time and energy to participate fully in coaching
· Is ready to make positive changes and to take conscious control of their life and future
· Understands that they have sole responsibility for making important decisions in their life
· Understands that Claire is not a psychotherapist, psychiatrist, counsellor or medical professional, and that coaching is not a substitute for professional mental health care or medical care, and is not intended to diagnose, treat or cure any mental health or medical conditions
· Understands that coaching does not include legal or financial advice
4. Coaching schedule
The coaching schedule will be agreed between the client and Claire.
5. Coaching investment
The investment for coaching will be agreed between the client and Claire. Claire will confirm the investment in writing, usually via email.
6. Payment terms
Payment can be made by bank transfer (as set out on invoice), via Go Cardless, or as agreed with the client in advance of the first session.
Fees are payable in advance of coaching sessions unless otherwise agreed. Where a payment schedule is agreed, this will be set out on the invoice to the client.
Claire reserves the right to postpone or cancel any session where payment has not been received in advance.
Where a client requests a receipt, this will be sent by email unless otherwise requested.
7. Between sessions
The client will leave each session with an action plan designed to help them focus on moving forward positively. Claire may ask the client to undertake certain tasks or exercises between coaching sessions. There is no obligation on the client to complete these, but not doing so may slow the client’s progress and impede their ability to move forward.
Where email support is agreed as part of a package, Claire will be available to the client, within reason, by email in between scheduled sessions. Claire will endeavour to reply to emails as promptly as possible from Monday - Thursday, within usual business hours.
8. Holidays
Claire will give at least 2 weeks’ notice of any planned holiday dates during which she will be unavailable.
9. Late arrivals and non-attendance
Sessions will start and end at the agreed time. If the client arrives late, the session will still finish at the agreed time and the full session fee will apply.
If the client has not joined the session within 15 minutes of the scheduled start time and has not made contact, the session may be treated as a non-attendance and will be considered to have taken place.
In the case of a situation beyond the client’s control, please contact Claire as soon as possible using Claire’s contact details as provided on her website or email signature. Claire may, at her discretion, offer flexibility in exceptional circumstances or genuine emergencies.
10. Cancellation, Rescheduling and Termination:
a. Cancellation and Rescheduling of Individual Sessions
If the client is unable to attend a scheduled session, at least 48 hours’ written notice is required. Where the required notice is given, Claire will make reasonable efforts to reschedule the session to a mutually convenient time.
Where less than 48 hours’ notice is given, or the client does not attend a scheduled session, the full session fee will remain payable and the session may be treated as having taken place.
In the event of a serious accident, emergency or other situation beyond the client’s control, the client should prioritise dealing with the situation and notify Claire at the earliest reasonable opportunity. Claire may, at her discretion, offer an alternative appointment.
If Claire needs to cancel or rearrange a session, she will provide as much notice as reasonably possible (typically at least five days where feasible) and will offer an alternative appointment.
b. Termination: Metamorphosis Coaching Programme
Either the client or Claire may terminate the coaching programme at any time by giving at least 48 hours’ written notice prior to any scheduled session. Upon termination, any future scheduled sessions will be cancelled.
Where the client has given the required notice, Claire will refund any pre-paid fees relating to sessions that were scheduled but have not yet taken place.
Termination ends future scheduled sessions only and does not affect sessions already delivered.
c. Termination: Monthly coaching agreements
Either the client or Claire may terminate the monthly coaching agreement at any time by providing one month’s written notice by email.
Notice will take effect from the date it is received unless otherwise agreed in writing.
d. Termination by Claire
If Claire considers it appropriate to terminate the coaching relationship, she will, wherever reasonably possible, explain the reasons to the client and will refund any pre-paid fees relating to sessions that have been scheduled but will not take place.
11. Confidentiality
Any personal information shared with Claire by the client as part of the coaching relationship will be treated as confidential. It will not be disclosed to a third party without the client’s prior consent, except where required by law or where action might be necessary to prevent harm to the client or someone else.
Claire will not disclose the client’s name as a reference without the client’s consent.
It is, of course, not possible to protect the confidentiality of information that is transmitted electronically through emails and computers connected to the internet that do not utilise security or encryption protection.
Coaching sessions conducted online are not recorded by Claire unless expressly agreed in advance.
Where consultations are conducted in a group format, the Client agrees to maintain the confidentiality of all information communicated to the client by Claire and Claire’s other coaching clients.
12. Liability
Claire’s coaching is provided with all reasonable care and skill. Subject to that, Claire does not accept any liability to the client, and gives no warranty as to what outcome the client may achieve as a result of Claire’s coaching. The client is responsible for the actions he/she takes or does not take following the coaching received by the client.
To the extent permitted by law, Claire’s maximum aggregate liability in acting for the client is capped at what is recoverable by Claire under her professional indemnity insurance cover from time to time. A copy of the relevant policy is available on request.