Hold My Hand Coaching 

Terms & Conditions

Our terms

• These terms

1. 1. 1. What these terms cover. These are the terms and conditions on which we supply services to you. 
      2. Why you should read them. Please read these terms carefully before you submit your order to us. These terms tell you who we are, how we will provide services to you, how you and we may change or end the contract, what to do if there is a problem and other important information. If you think that there is a mistake in these terms, please contact us  to discuss. 

• Information about us and how to contact us

1. 1. 1. Who we are. We are Hold My Hand Coaching a sole trader established in England and Wales.. 
      2. How to contact us. You can contact us by telephoning our consumer service team at 07702 727971 or by writing to us at philippa@holdmyhandcoaching.com
      3. How we may contact you. If we have to contact you we will do so by telephone or by writing to you at the email address or postal address you provided to us in your order. 
      4. “Writing” includes emails. When we use the words “writing” or “written” in these terms, this includes emails.

• Our contract with you

1. 1. How we will accept your order. Our acceptance of your order will take place when we tell you that we are able to provide you with the services, which we will also confirm in writing to you, at which point a contract will come into existence between you and us. 
   2. If we cannot accept your order. If we are unable to accept your order, we will inform you of this in writing and will not charge you for the services. This might be because of unexpected limits on our resources which we could not reasonably plan for or because we have identified an error in the price or description of the services. 

• Your rights to make changes

1. 1. 1. If you wish to make a change to the services please contact us. We will let you know if the change is possible. If it is possible we will let you know about any changes to the price of the services, their timing or anything else which would be necessary as a result of your requested change and ask you to confirm whether you wish to go ahead with the change.

• Our rights to make changes

1. 1. Minor changes to the services. We may change the services: 
      1. to reflect changes in relevant laws and regulatory requirements; or
      2. to implement minor technical adjustments and improvements. These changes will not affect your use of the services.
   2. More significant changes to the services and these terms. In addition, as we informed you in the description of the services on our website, we may make the following changes to the services. 
      1. date and/or time of services
      2. venue change (online or live venue) 

If we make these changes we will notify you. We request that you make every effort to attend the services even if these changes are made. But if this is not possible, you may contact us to end the contract and receive a refund for the services you may not be able to access, before the changes take effect:

• Providing the services

1. 1. 1. When we will provide the services. During the order process we will let you know when we will provide the products to you.
         1. If the products are one-off services. We will begin the services on the date set out in the order. The estimated completion date for the services is as told to you during the order process.
         2. If the products are ongoing services or a subscription, we will supply the services to you until either the services are completed or the subscription expires (if applicable) or you end the contract as described in clause 7 or we end the contract by written notice to you as described in clause 8.
      2. We are not responsible for delays outside our control. If our performance of the services is affected by an event outside our control then we will contact you as soon as possible to let you know and we will take steps to minimise the effect of the delay. Provided we do this we will not be liable for delays caused by the event but if there is a risk of substantial delay you may contact us to end the contract and receive a refund for any services you have paid for but not received. 
      3. What will happen if you do not provide required information to us. As we informed you in the description of the services on our website, we will need certain information from you so that we can provide the services to you, for example, name, email address, telephone number, DOB, address, medical information (for meditation classes only). We will contact you in writing to ask for this information. If you do not, within a reasonable time of us asking for it, provide us with this information, or you provide us with incomplete or incorrect information, we may either end the contract (see clause  8.1) or make an additional charge of a reasonable sum to compensate us for any extra work that is required as a result. We will not be responsible for providing the services late or not providing any part of them if this is caused by you not giving us the information we need within a reasonable time of us asking for it. 
      4. Reasons we may suspend the services. We may have to suspend the services to:
         1. deal with technical problems or make minor technical changes;
         2. update the services to reflect changes in relevant laws and regulatory requirements;
         3. make changes to the services as requested by you or notified by us to you (see clause  5).
      5. Your rights if we suspend the services. All reasonable steps will be taken to provide an appropriate alternative service if the services need to be suspended. If you have tried the alternative service and would like to end the contract, you will be refunded the money minus the services you have already used. If we cannot provide an alternative service and need to suspend the services, we will contact you in advance to tell you we will be suspending the services, unless the problem is urgent or an emergency. If we have to suspend the services for longer than 3 months we will adjust the price so that you do not pay for services while they are suspended. You may contact us to end the contract if we suspend the services, or tell you we are going to suspend them, in each case for a period of more than 3 months and we will refund any sums you have paid in advance for services not provided to you. 
      6. We may also suspend the services if you do not pay. If you do not pay us for the services when you are supposed to (see clause  10.4) and you still do not make payment within 14 days of us reminding you that payment is due, we may suspend supply of the services until you have paid us the outstanding amounts. We will contact you to tell you we are suspending supply of the products. We will not suspend the services where you dispute the unpaid invoice (see clause  10.6). We will not charge you for the services during the period for which they are suspended. 

• Your rights to end the contract

1. 1. 1. You can always end the contract before the services have been supplied and paid for. You may contact us at any time to end the contract for the services, but in some circumstances we may charge you certain sums for doing so, as described below.
      2. What happens if you have good reason for ending the contract. If you are ending the contract for a reason set out at (a) to (f) below, the contract will end immediately and we will refund you in full for any services which have not been provided or have not been properly provided. The relevant reasons are:
         1. we have told you about an upcoming change to the services or these terms which you have attempted to attend but do not agree to (see clause  5.2);
         2. If you have changed your mind about the product, see clause 7.3. You may be able to get a refund if you are within the cooling-off period; 
         3. we have told you about an error in the price or description of the services you have ordered and you do not wish to proceed;
         4. there is a risk the services may be significantly delayed because of events outside our control;
         5. we suspend the services for technical reasons, or notify you are going to suspend them for technical reasons, in each case for a period of more than 3 months; or
         6. you have a legal right to end the contract because of something we have done something wrong. 
      3. Exercising your right to change your mind (Consumer Contracts Regulations 2013). For most products bought online you have a legal right to change your mind within 14 days and receive a refund.. 
      4. What happens if you end the contract without a good reason. If you are not ending the contract for one of the reasons set out in clause  7.2, the contract will end immediately but we may charge you £50  as compensation for the net costs we will incur as a result of your ending the contract.
      5. When you don’t have the right to change your mind. You do not have a right to change your mind in respect of:
         1. services, once these have been completed, even if the cancellation period is still running.

• Our rights to end the contract

1. 1. 1. We may end the contract if you break it. We may end the contract at any time by writing to you if:
         1. you do not make any payment to us when it is due and you still do not make payment within 14 days of us reminding you that payment is due;
         2. you do not, within a reasonable time of us asking for it, provide us with information that is necessary for us to provide the services, for example, name, email address, phone number;
         3. you are abusive in any way; 
         4. it is deemed that your continuation of working with us is not beneficial for you.
      2. You must compensate us if you break the contract. If we end the contract in the situations set out in clause  8.1 we will refund any money you have paid in advance for services we have not provided but we may deduct or charge you £50 as compensation for the net costs we will incur as a result of your breaking the contract.
      3. We may stop providing the services. We may write to you to let you know that we are going to stop providing the services. We will let you know at least 1 month in advance of our stopping the services and will refund any sums you have paid in advance for services which will not be provided.

• If there is a problem with the services

1. 1. How to tell us about problems. If you have any questions or complaints about the services, please contact us. You can contact us by telephoning our consumer service team at 07702 727971 or by writing to us at philippa@holdmyhandcoaching.com.
   2. Summary of your legal rights. See the box below for a summary of your key legal rights in relation to the services. Nothing in these terms will affect your legal rights.

• Price and payment

1. 1. 1. Where to find the price for the services. The price of the services (which includes VAT) will be the price set out in our price list in force at the date of your order unless we have agreed another price in writing. 
      2. We will pass on changes in the rate of VAT. If the rate of VAT changes between your order date and the date we provide the services, we will adjust the rate of VAT that you pay, unless you have already paid for the services in full before the change in the rate of VAT takes effect.
      3. When you must pay and how you must pay. You must make an advance payment of the full amount (100%) of the price of the services, before we start providing them. You will receive a receipt for the amounts paid. If you would like an invoice for the services you have paid for, please write to us at philippa@holdmyhandcoaching.com and we will invoice you for the balance of the price of the services when we have completed them We accept payment through Stripe.
      4. What to do if you think an invoice is wrong. If you think an invoice is wrong please contact us promptly to let us know. You will not have to pay any interest until the dispute is resolved. Once the dispute is resolved we will charge you interest on correctly invoiced sums from the original due date.

• Our responsibility for loss or damage suffered by you

1. 1. 1. We are responsible to you for foreseeable loss and damage caused by us. If we fail to comply with these terms, we are responsible for loss or damage you suffer that is a foreseeable result of our breaking this contract or our failing to use reasonable care and skill, but we are not responsible for any loss or damage that is not foreseeable. Loss or damage is foreseeable if either it is obvious that it will happen or if, at the time the contract was made, both we and you knew it might happen, for example, if you discussed it with us during the sales process.
      2. We do not exclude or limit in any way our liability to you where it would be unlawful to do so. This includes liability for death or personal injury caused by our negligence or the negligence of our employees, agents or subcontractors; for fraud or fraudulent misrepresentation; for breach of your legal rights in relation to the services [as summarised at clause  9.2, including the right to receive services which are as described and supplied with reasonable skill and care.
      3. We are not liable for business losses. We only supply the services for domestic and private use. If you use the services for any commercial, business or re-sale purpose we will have no liability to you for any loss of profit, loss of business, business interruption, or loss of business opportunity.

• How we may use your personal information

1. 1. 1. How we will use your personal information. We will only use your personal information as set out in our Privacy Policy.
      2. We will only give your personal information to third parties where the law either requires or allows us to do so. 

• Other important terms

1. 1. Nobody else has any rights under this contract (except someone you pass your guarantee on to). This contract is between you and us. No other person shall have any rights to enforce any of its terms.
   2. If a court finds part of this contract illegal, the rest will continue in force. Each of the paragraphs of these terms operates separately. If any court or relevant authority decides that any of them are unlawful, the remaining paragraphs will remain in full force and effect.
   3. Even if we delay in enforcing this contract, we can still enforce it later. If we do not insist immediately that you do anything you are required to do under these terms, or if we delay in taking steps against you in respect of your breaking this contract, that will not mean that you do not have to do those things or prevent us taking steps against you at a later date. For example, if you miss a payment and we do not chase you but we continue to provide the services, we can still require you to make the payment at a later date.
   4. Which laws apply to this contract and where you may bring legal proceedings. These terms are governed by English law and you can bring legal proceedings in respect of the services in the English courts. If you live in Scotland you can bring legal proceedings in respect of the services in either the Scottish or the English courts. If you live in Northern Ireland, you can bring legal proceedings in respect of the services in either the Northern Irish or the English courts.
   5. Alternative dispute resolution. Alternative dispute resolution is a process where an independent body considers the facts of a dispute and seeks to resolve it, without you having to go to court. If you are not happy with how we have handled any complaint, you may want to contact an alternative dispute resolution provider.