Booking Terms

These terms explain what happens when you book a conversation, Midlife Review Session, coaching session or coaching package with Her Midlife Empowerment. They are intended to be clear and fair to both you and us. Please read them before making a paid booking.

Nothing in these terms affects the legal rights you have as a consumer.

Who we are

Her Midlife Empowerment is a trading name of HME Online Limited, a company registered in England and Wales. Our company number is 17296830 and our registered office is Regus C/O Ginger Bucks Ltd, Central Boulevard, Solihull, West Midlands, England, B90 8AG.

You can contact us at [email protected]. In these terms, “HME”, “we”, “us” and “our” mean HME Online Limited. “You” means the person receiving the service, or the person purchasing it where the context requires.

When these terms apply

These terms apply to services booked directly through our website, by email, by invoice or through an agreed booking link. They apply alongside any service description, written proposal or coaching agreement we provide to you.

Your contract with us begins when we send you a booking confirmation or otherwise confirm in writing that we have accepted your booking. If there is any conflict between these Booking Terms and a separately signed coaching agreement, the signed coaching agreement will take priority for the point in question.

What coaching is, and what it is not

Coaching is a collaborative service intended to support reflection, decision-making and practical change. A Midlife Review Session is a structured coaching session. A free conversation is an initial discussion about what you are looking for and whether working together may be appropriate.

Coaching is not therapy, counselling, medical care, diagnosis, crisis support, legal advice or financial advice. It does not replace support from an appropriately qualified professional. You are responsible for your own decisions, actions and wellbeing, and no particular outcome is guaranteed.

We may decide that coaching is not appropriate for your needs, or that we are not the right service for you. If this happens before a paid service is provided, we will explain this sensitively and refund any payment for services that will not be supplied.

Bookings and confirmation

Please check the date, time, time zone, meeting format, price and contact details shown before confirming a booking. You will receive confirmation by email. If it does not arrive within a few minutes, please check your spam or junk folder and contact us if you still cannot find it.

A booking is personal to the named client. Please contact us before transferring a booking to somebody else.

Prices and payment

The price shown when you book is the total price payable for that service, unless we clearly state otherwise. Payment for a Midlife Review Session is taken in full at the time of booking. Other coaching services may be paid through the website or by invoice, as agreed before the service begins.

Payments are processed by our payment provider. We do not receive or store your complete card details. Unless a service is expressly described as a subscription, there are no automatic recurring charges.

Any discount or promotional offer is subject to the conditions stated with that offer. A discount has no cash value and cannot normally be combined with another offer.

Your 14-day right to cancel

If you are a UK consumer and book online, by telephone or by email, you will normally have a legal right to cancel the contract within 14 days without giving a reason. The 14-day period starts on the day after the contract is made.

You can cancel by emailing [email protected] or by making another clear statement that you wish to cancel. You may use the model cancellation wording at the end of this page, but you do not have to.

If your appointment takes place within the 14-day period, we will ask you to request that the service begins during that period and to acknowledge that your right to cancel the service will end once it has been completed in full. If you cancel after we have begun genuine work that you expressly asked us to start, we may charge a proportionate amount for the part already supplied.

Payment and cancellation policy

Payment for services is final and non-refundable after the 14-day statutory cancellation period has ended. This applies to single sessions, Midlife Review Sessions, coaching packages and all other services.

Within the 14-day statutory period, you have a legal right to cancel without giving a reason. After 14 days have passed, refunds will only be considered in the following exceptional circumstances:

i) We identify that coaching is not appropriate for your needs, or we determine that we are not the right service for you.

ii) You require a different form of support such as therapy, counselling or medical care rather than coaching.

iii) We are unable to deliver the service due to circumstances beyond our control, such as illness, injury or other unavoidable reason.

iv) Exceptional personal circumstances beyond the three above, such as bereavement, serious illness or significant life disruption. We assess these on a case-by-case basis and will apply our discretion fairly.

Where a refund may be considered under these circumstances, we will calculate any amount fairly by taking account of services already provided, work already completed, any discount that depended on completing a package, and any reasonable loss we cannot avoid.

Rescheduling appointments

You can reschedule appointments using the rescheduling link in your confirmation email or through your booking calendar. No contact with us is required for routine rescheduling.

If you give at least 48 hours notice of the original appointment time, you can reschedule at no charge. This rescheduling is self-service and subject to availability of alternative times.

If you give less than 48 hours notice, the appointment is locked in and cannot be rescheduled. You will be expected to attend or the appointment will be recorded as used.

Late arrival

If you arrive late, the session will normally still end at the booked time so that the next client is not affected. The full appointment price will remain payable. If you are more than 10 minutes late and we have not heard from you, we may treat the appointment as missed. Where reasonably possible, we will try to contact you before doing so.

If we need to change or cancel

If we need to cancel an appointment, we will offer you a suitable replacement time or a full refund for the affected appointment. We will not charge you a cancellation fee.

We are not responsible for additional costs you choose to incur in connection with a session, such as travel or childcare, unless the law requires otherwise. We will always try to give you as much notice as reasonably possible.

Coaching packages

The number of sessions, price, payment schedule and any intended completion period for a coaching package will be confirmed before you buy it. Packages do not renew automatically unless we expressly agree this with you in writing.

A package is a fixed commitment rather than a collection of unrelated appointments. The payment and rescheduling policies above apply to all sessions within the package. Each session within the package is subject to the same 48-hour rescheduling window and the same exceptions for refunds.

Either you or we may decide not to continue after a completed package. Renewal is never assumed.

Gifted sessions

A session or package may be purchased for another person. The recipient must choose freely whether to take part and must agree to these terms before the service begins.

After any statutory cancellation period has ended, the purchaser is not entitled to a refund merely because the recipient changes her mind, does not arrange the service or does not attend. The payment and cancellation policy, rescheduling policy and exceptions clause above apply to gifted services.

Any refund that is due will be made to the original purchaser using the original payment method. A gift cannot be exchanged for cash by the recipient. Any validity period or other condition specific to a gift will be stated clearly before purchase. Please contact us if a gift needs to be transferred to a different recipient. If we cannot provide the gifted service, the purchaser will receive a full refund for the service not supplied.

Employer-funded and sponsored support

An employer, business or other organisation may pay for some or all of a service. Unless we agree otherwise in writing, the person receiving the coaching is our client and these terms apply to the service.

The paying organisation may receive necessary administrative information, such as the service purchased, attendance information where agreed, and invoices or payment records. It will not receive the content of coaching conversations, session notes or the client’s written review summary without the client’s clear permission, except where disclosure is required by law or covered by the confidentiality limits below.

The payment, cancellation and rescheduling arrangements agreed with the paying organisation will apply. We will make these clear before accepting the booking.

Video and telephone sessions

Video sessions are normally held through Google Meet. Telephone sessions may be held through WhatsApp or another agreed service. You are responsible for providing accurate contact details, having a suitable device and connection, and joining from a private place where you feel able to speak.

If a technical problem on our side prevents the session from taking place or materially disrupts it, we will offer additional time, a replacement appointment or an appropriate refund. If the problem is on your side, we will try a reasonable alternative, such as continuing by telephone. If that is not possible, we will consider the circumstances fairly.

International clients

Virtual coaching is available internationally through Google Meet or WhatsApp. Appointment times are shown in your local time zone during booking. Payments are processed online, and your card provider may apply its own currency conversion rate or fee.

HME Online Limited is based in England. If a legal, regulatory, insurance, payment or other restriction means we cannot provide the service in your location, we may cancel the booking and will issue a full refund for the service not supplied. Nothing in these terms removes any mandatory consumer right that applies where you live.

Language

Sessions are conducted in English. You must be able to understand and communicate in spoken English sufficiently to participate meaningfully. Interpretation and translated sessions are not currently available.

In-person, walking and grounded sessions

The location and format will be agreed in advance. Please tell us about any accessibility, mobility or health consideration that is relevant to arranging the session. You remain responsible for deciding whether the activity and conditions are suitable for you.

We may change the location or format where weather, safety, accessibility or another practical issue makes the original plan unsuitable. We will agree a reasonable alternative with you.

Your participation

Please provide information that is accurate to the best of your knowledge and take part respectfully. You do not have to answer a question or discuss anything you do not wish to discuss.

We may pause or end a session if continuing would be unsafe, unlawful, abusive or outside the proper scope of coaching. Where reasonably possible, we will explain the concern and discuss an appropriate next step. Any refund will be considered fairly in light of the services provided and the reason the session ended.

Confidentiality

We treat coaching conversations as private. We will not share what you discuss with a family member, employer, sponsor or another person without your permission.

Confidentiality may need to be limited where disclosure is required by law, where there is a serious and immediate concern about safety, where safeguarding duties apply, or where information must be shared to obtain confidential professional or legal advice. Where it is lawful and safe to do so, we will try to discuss this with you first and disclose only what is reasonably necessary.

Recordings, transcripts and notes

A session will not be recorded or transcribed unless you request or agree to this in advance. If a recording or transcript is created for you, we will explain how it will be shared and retained. Our copy will be deleted after it has been provided to you, unless we have agreed another lawful reason and period for retaining it.

Please do not record or transcribe a session, including through an automated meeting tool, without telling us and obtaining our agreement first.

Materials and personal use

Any worksheets, written summaries, frameworks or other materials we provide are for your own personal use. They remain the intellectual property of HME Online Limited unless we state otherwise. Please do not publish, sell, copy for others or use them to provide your own commercial service without our written permission.

Our standard of service and your legal rights

We will provide services with reasonable care and skill and in accordance with the information we have agreed with you. The Consumer Rights Act 2015 gives consumers legal rights and remedies where a service is not provided with reasonable care and skill or does not match what was agreed. Nothing in these terms excludes or restricts those rights.

Nothing in these terms excludes or limits liability where it would be unlawful to do so, including liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation.

Concerns and complaints

If something has gone wrong, please email [email protected] as soon as you reasonably can. Tell us what happened and what you would like us to consider. We will acknowledge your message and aim to respond properly within 10 working days.

Personal information

We use personal information to administer bookings, take payment, communicate with you and provide the service. Please read our Privacy Policy for more information about how personal data is handled.

Changes to these terms

The terms that apply to your booking are those in force when the contract is made, together with any later change you expressly agree with us. We may update this page for future bookings. The date at the top shows when it was last updated.

Governing law and courts

These terms are governed by the law of England and Wales. If you live in another part of the United Kingdom, you may also be entitled to bring proceedings in your local courts. Nothing in this section removes any protection you have under the mandatory law that applies to you.

Model cancellation wording

You may copy and email the wording below to [email protected]. You do not have to use this wording, but your cancellation must clearly identify the booking.

Questions

If anything in these terms is unclear, please email [email protected] before booking.

See also our Privacy Policy and Website Terms of Use.