Operational Policy

About this policy

This policy explains the practical arrangements for my coaching, counselling and professional supervision services.

Although some arrangements are shared across these services, others differ according to the nature of the work and the professional agreement we establish.

Before we begin working together, we'll agree the service being provided, session arrangements, fees and other relevant terms. These will be set out in the appropriate professional agreement.

This public policy provides an overview of what to expect. It does not replace your individual agreement or affect any rights you have under applicable law.

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Services and working agreements

I provide business, leadership and career coaching, integrative counselling, and professional supervision for coaches, counsellors and psychotherapists.

These are distinct professional services, each with its own purpose, responsibilities and boundaries.

Coaching and counselling normally begin with an initial Clarity Call. This gives us an opportunity to discuss your needs, consider whether the service is appropriate and decide whether working together would be a suitable next step.

The initial conversation is not itself a coaching or counselling session.

If we agree to proceed, the relevant professional agreement will be provided before the work begins.

If a different type of support becomes appropriate during our work, we can discuss the options. Moving between coaching, counselling and supervision is not automatic and requires an appropriate separate or revised agreement.

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Session lengths and frequency

The length and frequency of appointments depend on the service and the arrangements we agree.

Coaching and counselling appointments are arranged according to their respective service agreements.

The Mighty 90 is a standalone 90-minute coaching session, supported by preparation beforehand.

Professional supervision is available in different session lengths, depending on whether the work concerns coaching, counselling or psychotherapy and the arrangements appropriate to your professional needs.

Where we work together over several appointments, we'll discuss a suitable frequency that takes account of your circumstances, the nature of the work and any relevant professional requirements.

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Session fees and delivery

Session fees reflect the professional service provided, including the time, expertise and attention dedicated to our work together.

The fee for an agreed service and session duration is the same whether we meet online or face-to-face.

Both formats are treated equally in relation to session fees, booking arrangements and cancellation terms.

The method of delivery does not change the professional service or the commitment made to the appointment.

Fees are explained before you commit to a service and confirmed through the relevant booking arrangements or professional agreement.

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Bookings and payment

Appointments are booked by agreement, taking account of availability, the nature of the service and the arrangements we have established.

Standalone appointments are generally paid for in advance. Payment details and deadlines will be confirmed before the booking is finalised.

Ongoing coaching packages involve advance payment for an agreed number of sessions.

Counselling and professional supervision are charged according to their respective fee and payment arrangements.

Organisational, commissioned and other separately contracted work may have different payment terms, which will be agreed in advance.

Please make payment by the agreed deadline. If payment has not been received, I may need to confirm whether the appointment can proceed.

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Cancelling or rearranging an appointment

I ask for at least 48 hours' notice if you need to cancel or rearrange a booked appointment.

Where at least 48 hours' notice is given, we can normally rearrange the appointment for another mutually suitable available date without an additional charge.

If you have paid for a standalone session and cancel with at least 48 hours' notice, but do not wish to rearrange it, you will receive a full refund of the session fee.

Appointments cancelled or rearranged with less than 48 hours' notice may incur a cancellation charge of up to the full session fee.

This reflects the professional time reserved for you and any loss arising from the cancellation that cannot reasonably be avoided, including where the appointment cannot be offered to another client at short notice.

The same cancellation arrangements apply to online and face-to-face appointments.

I recognise that illness, emergencies and unexpected circumstances can arise. Please contact me as soon as possible if you are unable to attend.

I will consider the circumstances, whether the appointment time can reasonably be recovered and whether an alternative arrangement is possible. Any cancellation charge will be applied fairly and proportionately.

Where a cancelled appointment forms part of a prepaid package, the same principles apply. An appointment for which a justified cancellation charge is retained is treated as used to the extent of that charge.

If I need to cancel an appointment, I will offer an alternative date or a refund for the session I am unable to provide.

These arrangements remain subject to applicable statutory rights.

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Arriving late or missing an appointment

Please let me know as soon as possible if you are running late or expect to miss an appointment.

If you have not arrived or joined a scheduled session, I will normally make reasonable efforts to contact you to check whether you intend to attend.

A late start will not normally extend the scheduled finishing time, as I may have other appointments or commitments.

If you do not attend a booked appointment without giving notice, the appointment will be treated as a no-show.

No-shows are normally charged at the full session fee and are not ordinarily eligible for a refund. This reflects the professional time reserved and the opportunity to provide the agreed service.

Where the appointment forms part of a prepaid coaching package, a no-show will normally be counted as a used session.

Any charge remains subject to applicable statutory rights and the requirement for charges to be fair and proportionate.

If I am unexpectedly delayed, I will let you know as soon as reasonably possible and discuss an appropriate arrangement.

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Ongoing coaching packages, pauses and unused sessions

Ongoing coaching is normally arranged as a prepaid package containing a fixed number of sessions rather than an open-ended commitment.

Before we begin, we'll agree the number and duration of sessions, the expected frequency and a suitable period for completing the package.

Sessions are often scheduled more frequently at the beginning, typically fortnightly for the first three appointments before moving towards monthly meetings where appropriate.

The actual schedule will be agreed with you and may be adjusted according to the nature of the work and your circumstances.

I recognise that circumstances sometimes change during a package. If you need to pause or rearrange sessions, please raise this so that we can consider the available options.

You may choose to end a coaching package before all sessions have been completed by notifying me. The value of genuinely unused sessions will be refunded, subject to any fair and applicable charges for previously missed or cancelled appointments.

The refund is calculated using the average session price paid for the package. Sessions already completed will not be retrospectively charged at a higher standalone rate.

Where a justified cancellation charge applies to a missed appointment, this will be accounted for when calculating the refund, without charging twice for the same loss.

The agreed completion period provides a framework for scheduling, rather than an automatic reason to forfeit prepaid sessions.

The relevant arrangements will be confirmed in the coaching agreement and applied in accordance with your statutory rights.

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Online sessions and technical difficulties

Online sessions are normally hosted through Zoom. Telephone sessions may also be arranged where appropriate.

Both of us need a reasonably private environment and a reliable means of communication for online work.

If technical problems interrupt a session, we'll first consider whether it is practical to reconnect or continue by telephone.

If a substantial technical interruption prevents a session from taking place as agreed, we'll consider an appropriate arrangement for the undelivered time.

This may include completing the session at another time, rearranging the appointment or providing an appropriate refund where applicable.

Technical difficulties that prevent an agreed service from being delivered are considered separately from ordinary client cancellations and non-attendance.

Further information about online communication, privacy, recording and digital services is provided in my Digital Policy.

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Privacy and attendance during sessions

Individual coaching, counselling and professional supervision appointments are normally conducted on a one-to-one basis.

This helps us maintain a private, confidential and appropriately focused professional relationship.

If you attend online, please choose a space where you are unlikely to be overheard or interrupted.

Other people should not ordinarily be present or listening during a session without prior agreement, including when they are outside the view of the camera.

I recognise that accessibility needs, caring responsibilities or other circumstances may require different arrangements. Please discuss these with me in advance where possible.

If suitable privacy cannot be maintained, we may need to consider whether the session can proceed appropriately.

Recording or transcribing sessions, including through AI-assisted tools, requires prior discussion and agreement as explained in my Digital Policy.

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Accessibility and individual needs

I aim to provide a welcoming, respectful and accessible service.

If you have accessibility, communication, mobility or other requirements that may affect how we work together, please let me know.

We can discuss reasonable adjustments or alternative arrangements relating to communication, meeting format, the environment or other relevant needs.

Assistance animals are welcome where appropriate arrangements can be made.

I will take account of your needs and preferences alongside the practical and professional requirements of the service.

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Respectful and safe working

Coaching, counselling and professional supervision can involve sensitive, challenging or emotionally charged conversations.

You are welcome to express a full range of feelings, including anger, frustration, disagreement and uncertainty.

You do not need to agree with me. Honest reflection, questions and constructive challenge are important parts of the work.

At the same time, our professional relationship needs to remain safe and respectful.

Threats, intimidation, harassment and physically aggressive behaviour are not acceptable.

If someone attends significantly affected by alcohol or other substances, or otherwise unable to participate safely and meaningfully, it may be necessary to postpone or end the session.

Where concerns arise, I will seek to address them appropriately, taking account of the circumstances, professional responsibilities and everyone's safety.

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Reviewing our work together

I encourage open conversations about how our work together is progressing.

You are welcome to ask questions, express concerns or suggest changes to our approach at any stage.

In ongoing coaching, we will normally review progress after the first three sessions, although adjustments can be discussed whenever they are needed.

Counselling and professional supervision involve their own arrangements for reviewing the work, considering ongoing needs and planning appropriate endings.

If our current approach no longer seems appropriate or helpful, we'll discuss the options and consider suitable next steps.

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Changing or ending a professional agreement

There may be circumstances in which either of us considers it appropriate to bring our work to an end.

Wherever possible, we will discuss the reasons, consider the implications and plan an appropriate ending.

This may include reviewing progress, considering further support or discussing a referral where appropriate.

Coaching, counselling and professional supervision have different responsibilities regarding endings, which will be considered in accordance with the nature of the work.

Where an agreement ends earlier than planned, any financial arrangements will be handled in accordance with the relevant agreement, the arrangements described in this policy and applicable law.

My services are provided with reasonable care and skill in accordance with applicable consumer law. If a service has not been provided as agreed or does not meet the relevant legal standards, your statutory rights and remedies remain available.

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Planned breaks and unexpected absence

I will give as much notice as reasonably possible of planned breaks that affect our appointments.

Occasionally, illness or other unexpected circumstances may prevent me from providing a session or continuing our work as planned.

If I need to cancel an appointment, I will contact you as soon as reasonably possible and offer an appropriate alternative date or a refund for the session I cannot provide.

If an ongoing coaching package cannot continue, any undelivered sessions will be refunded according to the package arrangements.

In the event of a more serious or prolonged interruption to my practice, appropriate continuity arrangements will be considered in accordance with professional, confidentiality and data protection obligations.

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Consumer rights and booking arrangements

Coaching and counselling normally begin with an initial Clarity Call. This gives us an opportunity to discuss your needs, consider the service and whether working together would be appropriate.

If we agree to proceed, you will receive information about the service, fees, appointment arrangements, professional agreement and applicable cancellation rights before making a commitment. We will agree a suitable date for our work to begin.

Where a service agreement is made remotely, individual consumers may have a statutory 14-day cancellation period. This normally runs from the day after the contract is agreed and does not prevent us from arranging an earlier appointment.

If you wish to begin receiving a service during an applicable cancellation period, I will explain the relevant arrangements and obtain your express request and acknowledgement before the work begins.

If you exercise a statutory cancellation right after the service has started, you may be required to pay a proportionate amount for the work already provided, where the legal requirements have been met. Any remaining payment will be refunded in accordance with your statutory rights.

Once the entire contracted service has been delivered, the statutory right to cancel that contract ends where the necessary early-start request and acknowledgement were obtained.

The 48-hour appointment cancellation policy operates separately from any statutory right to cancel a newly agreed contract.

Nothing in this policy or an individual professional agreement removes your rights under applicable consumer law.

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Questions, concerns and complaints

If you have questions about any of these arrangements, please raise them before we begin working together or whenever they arise.

If something about our work or my professional conduct concerns you, I welcome the opportunity to discuss it openly and consider how it might be addressed.

You are not required to resolve a concern directly with me before seeking independent advice or using an appropriate formal complaints process.

Information about relevant complaints procedures and professional routes for raising concerns can be provided on request.

Questions or complaints about the handling of personal information are addressed separately in my Privacy Notice.