These Terms of Service apply to leadership coaching services provided by Nat Heys Ltd (“we”, “us” or “our”). By purchasing a coaching service, you (“the Client”) agree to these terms.

1. Coaching Services

The coaching service provided will be the service described at the time of purchase.

Coaching is a collaborative process designed to support reflection, development, decision-making and action. The Client remains responsible for their own decisions, actions and results.

Coaching does not constitute legal, medical, psychological, financial or other regulated professional advice.

2. Fees and Payment

All prices are stated exclusive of VAT unless otherwise specified. VAT will be added at the applicable rate.

Where a service is purchased using a payment plan, the payment plan is a method of paying the agreed fee for the full coaching package and is not a monthly membership or cancel-any-time subscription.

By selecting a payment plan, the Client commits to paying all instalments due for the coaching package, subject to any statutory cancellation rights or other rights under applicable law.

Payments are processed securely through Stripe.

3. Booking Coaching Sessions

Following payment, the Client will receive information explaining how to arrange their coaching sessions.

Sessions should be booked and used within the period specified for the coaching package unless otherwise agreed in writing.

4. Rescheduling and Missed Sessions

We understand that circumstances change.

Where possible, at least 48 hours’ notice should be given if a Client needs to reschedule a coaching session.

Sessions cancelled or rescheduled with less than 48 hours’ notice, or sessions that the Client does not attend, may be treated as used. We will exercise reasonable discretion where exceptional circumstances arise.

If Nat Heys Ltd needs to reschedule a session, an alternative appointment will be offered.

5. Cancellation and Cooling-Off Rights

Where the Client is purchasing as a consumer and the agreement is entered into online or at a distance, the Client may have a statutory right to cancel the agreement within 14 days without giving a reason.

If the Client asks for coaching services to begin during this 14-day cancellation period, they expressly request that performance of the service begins before the cancellation period has expired.

If the Client subsequently exercises their statutory right to cancel after the service has begun, they may be required to pay a reasonable amount for the services already provided.

Where the coaching service has been fully performed during the cancellation period following the Client’s express request and acknowledgement, the Client may lose their statutory right to cancel.

Nothing in these terms affects the Client’s statutory rights.

6. Cancellation After the Cooling-Off Period

After any applicable statutory cancellation period has expired, fees paid are not automatically refundable simply because the Client decides not to continue with the coaching programme.

Where a Client needs to end a coaching programme early, they should contact us. Any refund or outstanding payment will be considered taking into account the coaching already provided, sessions reserved, costs incurred and our obligations under applicable consumer law.

7. Confidentiality

Coaching conversations are confidential and information shared during coaching will not normally be disclosed to a third party without the Client’s consent.

Exceptions may apply where disclosure is required by law or where there is a serious and immediate risk of harm.

Where coaching is funded by an employer or another organisation, any arrangements regarding objectives, progress reporting or information sharing will be agreed with the Client in advance.

8. Client Responsibility

Coaching requires the Client’s active participation.

The Client is responsible for deciding what actions to take as a result of coaching and for the consequences of those decisions.

While coaching is intended to support positive development and performance, no particular outcome or result can be guaranteed.

9. Liability

Nat Heys Ltd will provide coaching services with reasonable care and skill.

Nothing in these terms excludes or limits liability where it would be unlawful to do so or affects any statutory rights that cannot legally be excluded.

10. Ending the Coaching Relationship

Either party may raise concerns about whether the coaching relationship remains appropriate or effective.

Nat Heys Ltd reserves the right to end the coaching relationship where there is a serious breakdown in the relationship, inappropriate behaviour, non-payment or another reasonable basis for doing so.

Where we end a programme other than because of the Client’s breach of these terms, we will consider an appropriate refund for coaching services paid for but not provided.

11. Data Protection

Personal information will be handled in accordance with our Privacy Policy and applicable UK data protection legislation.

12. Governing Law

These terms are governed by the laws of England and Wales.

If the Client is a consumer living elsewhere in the UK, they may also have rights under the laws applicable where they live.

13. Contact

Questions about these terms, cancellations or coaching services should be directed to nat@natheys.co.uk

Updated 3 September 2026