Francesca Donnelly Health Coaching

Book A Free First Step Call

Terms & Conditions

Francesca Donnelly Health Coaching

Website: http://www.francescadonnelly.com
Last updated: 7th October 2026

Eligibility

By signing your coaching agreement, you confirm that you are 18 years of age or over.

You also confirm that you are resident in the United Kingdom, the European Union, or Switzerland. I am not able to accept clients resident outside these territories. If you relocate outside them during your programme, please tell me as soon as possible so that we can discuss how to proceed.

Confidentiality

Everything you share is confidential and remains within our coaching relationship, unless I reasonably believe there is a risk of serious harm to you or another person, there is a safeguarding concern involving a child or a vulnerable adult, or disclosure is required by law or to comply with a legal or regulatory obligation. In these circumstances I may be required to inform the relevant authorities so that protective measures can be taken. In addition, this confidentiality commitment may be overridden where a legal process requires that I appear in court or otherwise disclose information. Only in such cases may I be required to divulge the contents of our conversations.

This confidentiality commitment relates to what is discussed in our sessions. My Privacy Policy sets out separately how your personal data, including session records and transcripts, is stored, protected and retained.

I will never publish, quote or share anything about you, including a testimonial, without your separate written consent.

You may not record our sessions, in any form, without my prior written consent, and you may not share, publish or distribute any recording you make. This is separate from the optional transcription described in my Privacy Policy, which only ever operates with your consent and under my control.

Scope of Practice

Health coaching is guidance-based and non-medical. It does not diagnose, treat, or replace the advice of a doctor or other qualified healthcare professional, and outcomes depend on your own engagement and effort as well as mine. For full details, please see the Scope of Practice section on my Coaching page.

Expiry Windows

Your programme has an expiry date, recorded in your coaching agreement. It exists to keep your programme moving toward real progress, and to make sure your package remains fairly priced and sustainable for both of us, rather than being held open indefinitely.

Sessions can be booked weekly or fortnightly, whichever best supports your energy and capacity. The price is the same either way. Your expiry window is calculated as the total number of sessions in your programme, delivered at your chosen frequency, plus a buffer of 4 weeks for weekly booking or 8 weeks for fortnightly booking, to allow for occasional rescheduling.

If your expiry date passes with sessions still unused, those sessions are forfeited and are not refundable. This does not apply where a pause has been agreed under “Ending Your Programme Early,” or where the window has been extended under “Instalment Payment Terms” or “Rescheduling & Missed Sessions.”

As your expiry date approaches, I will get in touch to help you schedule any remaining sessions, so this only happens if we have been unable to find a workable time together.

Payment Method & Timing

Payment is made by bank transfer. My account details, a payment reference and the amount due will be set out on the invoice I send you.

Your full payment, or your first instalment where applicable, must be sent at least 24 hours before your intake session. If the funds have not reached my account by the time of your session, I may ask you to provide proof that the transfer has been sent. If neither the payment nor proof of transfer has been provided, your intake session may need to be rescheduled.

Please allow extra time if you are paying from outside the UK, as international transfers can take several working days to arrive.

Instalment Payment Terms

The instalment option is available on Sustain and Flourish only. Restore is paid in full upfront.

  • Sustain (2 instalments): 50% due before your intake session, 50% due by the start of week 6.
  • Flourish (3 instalments): three equal instalments, due before your intake session, before the start of week 6, and before the start of week 11.

If a payment is missed or fails, I will get in touch to arrange payment within 5 working days. If payment is not received within that window, sessions will be paused until the outstanding instalment is settled, and your programme’s expiry date will be extended by the length of the pause. No late payment fee or interest is charged.

Refund Policy & Right to Cancel

As your coaching agreement is entered into online, you have a legal right to cancel within 14 days of the date your coaching agreement is signed, without giving a reason, under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

If you cancel before any sessions have taken place, you will receive a full refund of any payment made, within 14 days of your cancellation request.

If you would like to begin sessions before the 14-day period ends, you can request this explicitly. By doing so, you agree that:

  • If you cancel after your intake session or any coaching session has taken place, a refund will be issued for any sessions not yet delivered, minus the cost of the session or sessions already completed, charged at the per-session rates recorded in your coaching agreement. For the standard programmes these rates are £95 for the intake session and £65 for each regular coaching session; for a bespoke package, the applicable rates are those set out in your coaching agreement.
  • Once you have received the full number of sessions included in your programme, your right to cancel under this section no longer applies.

To cancel, email [email protected] stating clearly that you wish to cancel, along with your name and the programme booked.

After the 14-day period, this section no longer applies, and the “Rescheduling & Missed Sessions,” “Expiry Windows,” “Support Between Sessions,” “Ending Your Programme Early” and “Terminating This Agreement” sections govern how sessions and payments are handled for the remainder of your programme.

Rescheduling & Missed Sessions

If you need to reschedule a session, please give at least 24 hours’ notice. Sessions rescheduled with this notice will simply be moved to a new time within your programme’s expiry window.

Sessions cancelled or missed with less than 24 hours’ notice are forfeited and cannot be rescheduled or refunded, though this remains subject to availability where I am able to offer flexibility.

If you have not joined the session within 15 minutes of the scheduled start time, and I have not heard from you, the session will be treated as missed.

In the rare event that I have to reschedule a session, I will give you as much notice as possible, and we will agree a new time as soon as we can. A session rescheduled by me is never treated as forfeited, and does not count against your usual notice-period terms. If the rescheduling means your session falls close to, or beyond, the end of your programme’s expiry window, your window will be extended to account for the change.

If a session cannot go ahead because of a technical problem, I will decide at my discretion, and having regard to the circumstances of the fault, whether the session is rescheduled at no cost or treated in line with the terms above.

Support Between Sessions

Restore and Sustain include one check-in via email or WhatsApp between sessions. Flourish includes two. This is intended for brief updates, questions, and accountability check-ins, not as a substitute for your scheduled sessions.

I aim to respond within 1 working day, during my responsive hours, which are 9am to 5pm Monday to Thursday and 9am to 3pm Friday. Messages sent outside of these hours, or during weekends or bank holidays, will be responded to on the next working day.

This support is offered on a fair-use basis. If a query raises something that would benefit from a full conversation, I may suggest holding it for your next session, or, where appropriate, offer an additional paid session.

Please note that WhatsApp and email are not monitored continuously and must not be used to raise urgent health or safety concerns.

Ending Your Programme Early

After the initial 14-day cancellation period, sessions already scheduled within your programme are not refundable if you choose to stop coaching for reasons of personal preference or dissatisfaction.

If exceptional circumstances arise, particularly a health flare-up or crisis, that mean you are unable to continue your programme as planned, please get in touch. Wherever possible, I will offer to pause your programme and extend your expiry window, within reason, so you can resume when you are able, rather than losing your remaining sessions. This is offered at my discretion on a case-by-case basis, and is not a guaranteed entitlement, but reflects my commitment to working with your energy and health, not against it.

If I am unable to continue delivering your programme for an extended period, for example because of my own illness, I will pause your programme and extend your expiry date by the same length as the pause, so that no sessions are lost.

Terminating This Agreement

By you. You may end your coaching agreement at any time. The “Rescheduling & Missed Sessions” and “Ending Your Programme Early” sections govern what happens to any remaining sessions or payments.

By me. I may end your coaching agreement if:

  • Payment remains outstanding after the process set out under “Instalment Payment Terms,” and no alternative arrangement has been agreed.
  • It becomes clear that your needs fall outside the scope of health coaching, in which case I will explain why, and where possible suggest other sources of support, as set out in your coaching agreement.
  • You behave in a way that is abusive, threatening, or otherwise makes it unsafe or inappropriate for me to continue working with you, in which case the agreement will end immediately, with no refund for any remaining sessions.
  • Either of us is unable to continue working together for any other reasonable reason, in which case I will give you as much notice as possible and discuss next steps with you directly.

Where I end your coaching agreement under this section, and except where it ends because of abusive or threatening behaviour, any sessions already paid for but not yet delivered will be refunded, whether you paid in full up front or by instalments.

Where you end your coaching agreement, the “Ending Your Programme Early” section applies. Sessions already scheduled are not refundable if you stop for reasons of personal preference or because you feel coaching is not working for you. The discretionary pause described under “Ending Your Programme Early” is available where you are unable to continue because of exceptional circumstances, particularly a health flare-up or crisis.

Complaints Procedure

If you have any concerns about your coaching experience, I encourage you to raise them with me directly, in the first instance, at [email protected], so we can address them together. I take all feedback seriously and will respond within 5 working days.

If, after raising a concern with me, you feel it has not been resolved to your satisfaction, you have the right to escalate your complaint to UKIHCA, the professional body I am registered with, in accordance with their Complaints Procedure.