LBLIVEWELL Coaching Terms & Conditions / Client Agreement

Lisa Booth trading as LBLIVEWELL Sole trader based in England

These terms apply to paid coaching services provided by Lisa Booth trading as LBLIVEWELL.

Please read them carefully before signing. They explain what you can expect from coaching, what LBLIVEWELL expects from you, payment and cancellation arrangements, and the boundaries of the coaching service.

1. Who the service is for

LBLIVEWELL provides coaching to adults aged 18 and over who live in the United Kingdom: England, Scotland, Wales or Northern Ireland.

Before coaching begins, Lisa may discuss whether coaching appears suitable for your needs.

If your needs fall outside the scope of coaching, Lisa may recommend that you contact your GP, another healthcare professional, an appropriate specialist service or an emergency service.

If you have accessibility requirements that may affect your participation in coaching, please let Lisa know. LBLIVEWELL will consider reasonable adjustments where practicable to help you access the service.

2. Coaching service

LBLIVEWELL provides non-clinical health and wellbeing coaching.

Coaching may support areas such as reflection, goal setting, behaviour change, lifestyle and wellbeing.

Lisa is a Registered Nurse by professional background and a Full Member of the UK & International Health Coaching Association (UKIHCA), but LBLIVEWELL coaching is not a nursing or clinical healthcare service.

Through LBLIVEWELL coaching, Lisa does not:

• diagnose medical or mental health conditions;
• provide medical or clinical treatment;
• create clinical treatment plans;
• prescribe medication;
• advise you to start, stop or change prescribed medication;
• provide emergency or crisis care; or
• replace the care of your GP or other regulated healthcare professionals.

Any questions about diagnosis, treatment or medication should be discussed with an appropriate healthcare professional.

Coaching cannot guarantee a particular health, wellbeing or personal outcome. You remain responsible for your own decisions and actions.

Nothing in these terms affects your statutory consumer rights, including the requirement for services to be provided with reasonable care and skill.

3. Free introductory call

LBLIVEWELL may offer a free 30-minute introductory call.

This call is separate from paid coaching and allows Lisa and the prospective client to discuss the coaching service and whether it may be suitable.

Taking part in a free introductory call does not oblige you to purchase coaching.

4. Paid coaching options

LBLIVEWELL currently offers:

Single session 1 × 60-minute coaching session — £65

Three-session package 3 × 60-minute coaching sessions — £150 total

Six-session package 6 × 60-minute coaching sessions — £270 total

Any change to the agreed service or price will be confirmed before you enter into the contract.

There is no subscription and packages do not automatically renew.

5. How sessions are provided

Coaching will normally take place remotely using Google Meet or Zoom.

Face-to-face coaching may be available for clients who live locally, where agreed in advance.

Clients may also receive relevant wellbeing resources, worksheets and agreed follow-up notes by email as part of their coaching. These service communications are different from marketing and from disclosing coaching information to other people. Personal information in completed worksheets or personalised notes is handled under the Privacy Policy, including its health-information safeguards and retention rules.

Brief email contact between sessions may be used for practical questions or clarification. This does not provide continuous messaging, clinical advice, emergency care or crisis support.

6. Package period

A three-session package should normally be completed within 3 months of the first paid coaching session.

A six-session package should normally be completed within 6 months of the first paid coaching session.

LBLIVEWELL may agree a reasonable extension where circumstances such as genuine illness, caring responsibilities, Lisa's absence or another significant circumstance affect the client's ability to complete the package.

If Lisa is unavailable for a period of time, the package period will normally be extended to take account of that absence.

If Lisa is unable to resume coaching within a reasonable period, any unused prepaid sessions will be refunded where appropriate.

7. Payment

Payment arrangements will be confirmed before coaching begins.

Payment is currently by bank transfer. No card-payment service is offered at launch. If another payment method is introduced, the available method and relevant privacy information will be provided before the client chooses to use it.

For payment by bank transfer, payment is normally due within 3 days of booking confirmation.

Where a session is due to take place sooner than 3 days after confirmation, payment must be received before the appointment.

A coaching appointment is not secured until the payment due for that booking has been received. If payment is not received by the stated deadline, LBLIVEWELL may release the appointment.

Instalments

Where agreed:

• the £150 three-session package may be paid in 2 instalments of £75;
• the £270 six-session package may be paid in 3 instalments of £90.

The first instalment is due before the first paid session. The timing of subsequent instalments will be confirmed in writing before coaching begins.

LBLIVEWELL will not introduce additional charges that have not been explained and agreed in advance.

8. Cancelling or rescheduling an individual appointment

Please give at least 24 hours' notice if you need to cancel or rearrange an appointment.

Where at least 24 hours' notice is provided, the appointment can normally be rearranged without an additional coaching charge.

Where less than 24 hours' notice is provided, or where a client does not attend an appointment, the session may normally be treated as used where this fairly reflects LBLIVEWELL's loss arising from the late cancellation.

Genuine emergencies and exceptional circumstances will be considered fairly.

This appointment policy is separate from your statutory right to cancel a distance contract during the cooling-off period described below.

9. Arriving late

If you arrive late, the session will normally still end at its originally scheduled time.

Where a client arrives so late that there is not enough time remaining for a meaningful coaching session, the appointment may be treated in the same way as a late cancellation.

Exceptional circumstances will be considered fairly.

10. Technical problems

If a Google Meet or Zoom session is affected by a technical problem, Lisa and the client will first try a reasonable alternative, such as continuing by telephone.

Where the problem cannot reasonably be resolved and the coaching session cannot properly continue, the session will be rearranged rather than automatically treated as used.

11. If Lisa cancels

If Lisa needs to cancel an appointment, she will offer to rearrange the session at no additional cost.

If rearranging is not suitable, the client will be entitled to an appropriate refund for the affected prepaid session.

12. Ending the coaching relationship

Either Lisa or the client may end the coaching relationship by giving written notice.

This is different from cancelling or rearranging one individual appointment.

Where a client has paid in advance and ends coaching before all sessions have been supplied, any refund will be calculated fairly, taking into account:

• coaching already provided;
• any applicable statutory cancellation rights;
• any genuine direct loss caused by the cancellation;
• costs that LBLIVEWELL has saved because the remaining service will no longer be supplied; and
• any other relevant circumstances.

LBLIVEWELL will not automatically retain all unused advance payments simply because a package has started.

Where Lisa ends the coaching relationship and the client is not responsible for the termination, unused prepaid sessions will normally be refunded.

Nothing in this section limits any statutory rights or remedies available to the client.

13. Fourteen-day cancellation period

Where the coaching contract is entered into at a distance, such as online, by email or by telephone, you will normally have a statutory right to cancel the contract during a 14-day cancellation period, beginning after the contract is made.

You do not need to give a reason for exercising this right.

To cancel, you must clearly tell LBLIVEWELL of your decision to cancel. You may do this by email or by using the model cancellation form included at the end of this agreement.

You do not have to use the model form.

Where applicable, LBLIVEWELL will make any refund required by law using an appropriate payment method.

Starting coaching during the 14-day period

If you want LBLIVEWELL to begin providing paid coaching before the 14-day cancellation period has ended, you must expressly request this.

If you make that request and then cancel during the 14-day period after some coaching has already been provided, you may be required to pay an amount proportionate to the service supplied up to the time you communicated your cancellation.

If the service is fully performed during the cancellation period, your statutory cancellation right can only be lost where the applicable legal requirements have been met, including your prior express request and acknowledgement.

The early-start request at the end of this agreement should be completed if coaching is to begin during your statutory cancellation period.

14. Confidentiality

Information shared during coaching will be treated as confidential and handled in accordance with LBLIVEWELL's Privacy Policy.

Confidentiality is not absolute.

Lisa may need to disclose limited information where legally required or where a lawful, necessary disclosure is justified to respond to an immediate risk to life. This may include contacting emergency services or an appropriate nominated contact. Where appropriate and safe, Lisa will discuss this with you. Only relevant information would be shared.

LBLIVEWELL coaching sessions are not recorded or transcribed. Lisa does not use AI meeting assistants to record or transcribe sessions.

Sending you agreed coaching resources or your own follow-up notes does not authorise disclosure of your coaching content to an employer or another person. The limited sharing arrangements, including any agreed information shared with a professional at your request, are explained in the Privacy Policy.

Further information about how personal information and coaching records are handled is provided in the LBLIVEWELL Privacy Policy.

15. Emergencies and urgent support

LBLIVEWELL does not provide an emergency, urgent-care or crisis service.

If there is an immediate danger to life, call 999 or use the appropriate emergency service.

For medical, mental health or other professional support that falls outside coaching, clients should contact an appropriate healthcare or support professional.

16. Complaints

LBLIVEWELL aims to resolve concerns fairly and directly.

If you wish to make a complaint, please email Lisa at lisa@lblivewell.com.

Lisa will aim to:

• acknowledge the complaint within 5 working days; and
• provide a full response within 20 working days, where possible.

These times are aims rather than guarantees, particularly where a matter requires further information or investigation. Lisa will keep you informed if more time is needed. Privacy complaints are also subject to the process in the Privacy Policy, including acknowledgement no later than 30 days after receipt. Separate statutory deadlines for information-rights requests are unaffected.

Lisa is a Full Member of UKIHCA. No separate UKIHCA complaints route is promised under this agreement unless LBLIVEWELL later confirms in writing that such a route applies.

17. Personal information

LBLIVEWELL handles personal information in accordance with its Privacy Policy.

The Privacy Policy explains what information is collected, why it is used, how it is stored, how long it may be retained and the rights available to individuals.

The coaching agreement and Privacy Policy should be read together, but they perform different functions. Agreeing to these service terms does not itself provide explicit consent to process health information. Where relevant health information is needed for coaching, Lisa will explain the proposed use and obtain separate explicit consent before using it for that purpose.

18. Changes to an existing agreement

LBLIVEWELL will not unilaterally make material changes to the price or coaching service after a client has entered into an agreement.

Any material change to an existing coaching arrangement will be discussed and agreed with the client.

19. Your statutory rights

Nothing in this agreement is intended to exclude or restrict rights that cannot lawfully be excluded or restricted.

LBLIVEWELL will provide its coaching services with reasonable care and skill.

20. Business details

The service is provided by:

Lisa Booth trading as LBLIVEWELL Business status: Sole trader Business location: England Geographical business address: 124 City Road, London, EC1V 2NX

Email: lisa@lblivewell.com

The client should retain a copy of this agreement and their booking confirmation.

Client Agreement

Client name: ______________________________________

Coaching option agreed:

• ☐ One 60-minute session — £65
• ☐ Three 60-minute sessions — £150
• ☐ Six 60-minute sessions — £270

Payment arrangement:

• ☐ Payment in full
• ☐ Agreed instalments

First paid coaching session: __________________________

I confirm that:

• I am aged 18 or over.
• I have read and understood this Coaching Terms & Conditions / Client Agreement.
• I understand that LBLIVEWELL provides non-clinical coaching and not medical diagnosis, clinical treatment, medication advice, nursing care, emergency care or crisis support.
• I have had the opportunity to ask questions before agreeing.
• I agree to these terms.

Client signature: ___________________________________

Date: _____________________________________________

Lisa Booth / LBLIVEWELL: ____________________________

Date: _____________________________________________

Early-Start Request

Complete this section only where you want paid coaching to begin before your statutory 14-day cancellation period has ended.

• ☐ I expressly request that LBLIVEWELL begins providing the agreed paid coaching service before the end of my 14-day cancellation period.

• ☐ I understand that if I cancel during that period after coaching has begun, I may have to pay a proportionate amount for the service already supplied.

• ☐ I understand that where the contracted service is fully performed during the cancellation period, my right to cancel may be lost where the applicable legal requirements have been satisfied.

Client signature: ___________________________________

Date: _____________________________________________

Model Cancellation Form

Complete and return this form only if you wish to cancel the contract. You do not have to use this form and may instead send another clear statement that you wish to cancel.

To: Lisa Booth trading as LBLIVEWELL Email: lisa@lblivewell.com Geographical business address: 124 City Road, London, EC1V 2NX

I hereby give notice that I cancel my contract for the following coaching service:

_____________________________________________________

Contract/booking date: ______________________________

Client name: _______________________________________

Client address: _____________________________________

_____________________________________________________

Client signature (only if this form is sent on paper):

_____________________________________________________

Date: _____________________________________________

Separate Health-Information Consent

This is separate from accepting the coaching terms. Complete it only after Lisa has explained the relevant health information needed for the agreed coaching purpose. Do not include a detailed medical history on this form.

Client name: ______________________________________

Agreed coaching purpose and relevant health-information categories:

_____________________________________________________

_____________________________________________________

• ☐ I explicitly consent to Lisa Booth trading as LBLIVEWELL collecting and using the relevant health information I choose to provide for the coaching purpose described above. This includes discussing that information, keeping the minimum necessary coaching records, and using it in agreed personalised worksheets or follow-up notes supplied to me.

I have received the Privacy Policy and understand that I can withdraw this consent by contacting lisa@lblivewell.com. Withdrawal does not affect earlier lawful use. Lisa will stop the consent-based use and discuss whether coaching can continue without that information. A limited record may still need to be retained or used for a separate, applicable purpose, such as a legal claim, as explained in the Privacy Policy.

This consent does not permit marketing or unrestricted disclosure to an employer, GP or other person. It does not remove the need for an appropriate secure communication method.

Client signature: ___________________________________

Date: _____________________________________________

Privacy Policy version supplied: _____________________