Francesca Donnelly Health Coaching

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Terms & Conditions

Francesca Donnelly Health Coaching

Website: http://www.francescadonnelly.com
Last updated: 3rd September 2026

Minimum Age

Coaching is available to adults aged 18 and over.

Confidentiality

What you share with me during coaching remains confidential. The only exceptions are if you disclose something suggesting a genuine risk of serious harm to yourself or someone else, or if I’m legally required to disclose information, for example, as part of a court process. For details on how your personal data is stored and processed, please see my Privacy Policy.

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 is designed to be completed within a set period of time — this is your “expiry window.” 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, at the same price either way. Your expiry window is calculated as the total number of sessions in your programme, delivered at your chosen frequency, plus a 4-week buffer to allow for occasional rescheduling.

If your expiry window closes with sessions still unused, those sessions are forfeited. This does not apply where a pause has been agreed under “Ending Your Programme Early.”

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

Payment Method & Timing

Payment is made by bank transfer to the details provided upon booking. Full payment (or the first instalment, where applicable) must be received at least 24 hours before your intake session, to allow time for the transfer to clear. If payment hasn’t cleared by this point, your intake session may need to be rescheduled.

Instalment Payment Terms

The 2–3 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): due in three equal instalments, 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’ll get in touch to arrange payment within 5 working days. If payment isn’t received within that window, sessions will be paused until the outstanding instalment is settled, and your programme’s expiry window will extend by the length of the pause.

Refund Policy & Right to Cancel

As this agreement is entered into online, you have a legal right to cancel within 14 days of the date this 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’ll receive a full refund of any payment made, within 14 days of your cancellation request.

If you’d 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(s) already completed (charged at £95 for the intake session, and £65 for each regular session).
  • Once you have received the full number of sessions included in your programme, your right to cancel under this clause no longer applies.

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

After the 14-day period, this Refund Policy no longer applies, and the Rescheduling & Missed Sessions terms below govern how individual sessions 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’m able to offer flexibility.

In the rare event that I have to reschedule a session, I’ll give you as much notice as possible, and we’ll agree a new time as soon as we can. A session rescheduled by me is never treated as forfeited, and doesn’t 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.

Support Between Sessions

Restore and Sustain include one weekly 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 working hours, which are 9am–5pm Monday–Thursday / 9am–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.

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’re 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’re able, rather than losing your remaining sessions. This is offered at my discretion on a case-by-case basis, and isn’t a guaranteed entitlement, but reflects my commitment to working with your energy and health, not against it.

Terminating This Agreement

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

By me. I may end this 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
  • 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

Except where this agreement ends due to abusive or threatening behaviour, any sessions already paid for but not yet delivered will be refunded.

Complaints Procedure

If you’re ever unhappy with any aspect of your coaching experience, please contact me directly at [email protected] so I can address your concerns. If you feel your concern hasn’t been resolved, you may also raise it with UKIHCA, my professional body, via their own Complaints Procedure.