Terms & Conditions

1. About Us

These Terms of Business ("Terms") govern the provision of services by Ciao Change Ltd ("we", "us", "our").

By booking, purchasing, accessing or participating in any of our services through wwww.ciaochange.com, whether as a guest or a registered user, you agree to be bound by these Terms.

These Terms should be read together with our Privacy Notice and Terms of website use.

2. Our Services

We provide health coaching and wellbeing services designed to support individuals in improving health, wellbeing, lifestyle habits, behaviour change and personal development.

Our services may include:

One-to-one coaching
Group coaching
Coaching programmes
Workshops
Partnerships with other organisations or professionals
Retreats and events
Educational resources
Digital downloads and workbooks
Accountability support
WhatsApp support
Email support
Other wellbeing-related services offered from time to time

Services may be delivered online, by telephone, video call, email, messaging platforms, in person or through a combination of these methods.

3. Nature of Health Coaching

Health coaching is a collaborative process designed to support individuals in identifying goals, exploring options, developing healthier habits and taking action towards meaningful change.

Health coaching is not healthcare, therapy, counselling, psychotherapy, nutritional therapy, diagnosis or medical treatment.

Coaching is intended to support personal development and wellbeing and is not intended to diagnose, treat, cure or prevent any medical or psychological condition.

You remain responsible for all decisions, actions and outcomes arising from your participation in coaching.

4. No Medical Advice

We do not provide:

Medical advice
Medical diagnosis
Medical treatment
Nutritional therapy
Psychotherapy
Counselling
Psychiatric services
Any regulated healthcare service

Information provided during coaching sessions, group programmes, workshops, retreats, emails, WhatsApp messages, resources, website content, social media content and any other communication is provided for educational and coaching purposes only.

Nothing provided by us should be relied upon as medical advice or as a substitute for consultation with an appropriately qualified healthcare professional.

You should always seek professional medical advice regarding any medical condition, symptoms, diagnosis, treatment, medication or mental health concern.

You should never disregard, delay or discontinue medical advice or treatment because of information received through our services.

5. Informed Participation

By participating in coaching services you acknowledge and agree that:

You understand the nature and scope of health coaching [maybe link?];
Coaching is not therapy, counselling or medical treatment;
You have had the opportunity to ask questions before purchasing services;
Your participation is voluntary;
You accept responsibility for your own decisions and actions;
No specific outcome can be guaranteed.

6. Individual Results

Every client is different.

Results depend upon numerous factors including personal circumstances, health status, commitment, consistency, readiness for change and factors outside our control.

Testimonials, case studies and client success stories are examples only and do not guarantee that current or future clients will achieve similar results.

We make no promise or guarantee regarding:

Weight loss
Behaviour change
Wellbeing improvements
Health outcomes
Habit formation
Achievement of personal goals

7. Health Information and Disclosure

You agree to provide information that is accurate and complete to the best of your knowledge.

You agree to inform us promptly of any significant change to your:

Physical health
Mental health
Medication
Diagnosis
Treatment plan
Personal circumstances

We are entitled to rely upon information supplied by you and shall not be responsible for any consequences arising from inaccurate, incomplete or misleading information.

We reserve the right to decline, suspend, terminate coaching where we reasonably believe:

Coaching is unsuitable;
Additional professional support is required; or
Participation may pose a risk to you or others.

Referral to appropriate healthcare professional service will be proposed too.

8. Professional Standards

We aim to provide services in accordance with recognised health coaching standards, ethical principles and good professional practice.

We reserve the right to exercise professional judgement regarding whether coaching is appropriate for a client and whether continuation of coaching is in the client's best interests.

Nothing in these Terms requires us to continue providing coaching where doing so would be inappropriate, unsafe or outside our professional competence.

Ciao Change Ltd aims to operate in accordance with applicable professional standards and ethical principles, including those promoted by the UK & International Health Coaching Association (UKIHCA), where applicable.

9. Crisis and Safeguarding

Coaching is not a crisis service.

If you are experiencing:

Suicidal thoughts
Self-harm concerns
Severe mental distress
Psychiatric crisis
A medical emergency

you should immediately contact emergency services, NHS 111, your GP, a mental health crisis service or another appropriate healthcare professional.

Where we reasonably believe there is a serious risk of harm to you or another person, we may disclose relevant information to appropriate authorities, healthcare professionals or emergency contacts where reasonably necessary.

10. Eligibility

You must be at least 18 years old and legally capable of entering into a binding contract.

By purchasing our services you confirm that you meet these requirements.

11. Booking and Contract Formation

A contract is formed when we confirm acceptance of your booking or purchase in writing, including by email.

We reserve the right to refuse bookings where we reasonably believe our services are not suitable.

Programme descriptions, pricing information and booking confirmations form part of the contract.

12. Fees and Payment

Fees will be displayed on our website or otherwise communicated before purchase.

Unless agreed otherwise in writing, payment must be made in advance.

Where instalment plans are offered, payments must be made in accordance with the agreed payment schedule.

Failure to make payment may result in suspension or termination of services.

We reserve the right to charge interest on overdue amounts at 4% above the Bank of England base rate together with any reasonable recovery costs permitted by law.

13. Coaching Programmes and Session Expiry

Coaching programmes are personal to the client and may not be transferred without our written consent.

Sessions included within a programme must be used within the duration of the programme plus an additional three calendar months unless otherwise agreed in writing.

Unused sessions remaining after this period may expire without refund.

14. Rescheduling and Missed Sessions

You must provide at least 48 hours' notice if you wish to reschedule a session.

Where sufficient notice is provided, we will make reasonable efforts to offer an alternative appointment.

Sessions cancelled with less than 48 hours' notice may be treated as completed and charged in full.

Failure to attend a scheduled session without notice will be treated as a completed session.

We may exercise discretion in exceptional circumstances.

15. WhatsApp and Email Support

Where WhatsApp or email support forms part of a programme, such support is intended to supplement coaching sessions and not replace them.

Support is provided during normal business hours where reasonably possible.

We do not provide emergency support and cannot guarantee immediate responses.

Messages received outside working hours may be answered on the next working day.

16. Group Coaching

Group coaching programmes are designed to provide a supportive learning environment.

Participants agree to respect the confidentiality and privacy of other participants.

We cannot guarantee the conduct of other participants and are not responsible for disclosures made by members of the group.

We reserve the right to remove participants whose behaviour is disruptive, abusive, discriminatory, threatening or otherwise inappropriate.

No refund will be payable where removal is justified under this clause.

17. Retreats, Workshops and Events

Additional terms of business may apply to retreats, workshops, live events or special programmes.

Where separate event terms are provided, those terms will take precedence for the relevant event.

We reserve the right to make reasonable changes to speakers, venues, schedules, content or event arrangements where necessary.

18. Consumer Cancellation Rights

Where you purchase services online or remotely as a consumer, you may have a legal right to cancel within 14 days of entering into the contract.

This won’t apply if you request that services begin during this cancellation period or you expressly request immediate performance.

If services have commenced before cancellation, you may be required to pay for services already provided.

Once services have been fully performed, your cancellation rights may end.

Nothing in these Terms affects your statutory consumer rights.

19. Refunds

Refund requests will be considered in accordance with applicable consumer protection laws.

Where a programme is cancelled after commencement, any refund may be reduced by:

Coaching sessions already delivered
Programme elements completed
Resources supplied
Digital materials accessed
£100 of administrative costs

Completed coaching sessions are non-refundable.

20. Complaints

If you are dissatisfied with any aspect of our services, we encourage you to notify us as soon as reasonably possible so that we can attempt to resolve the issue.

Complaints should be submitted in writing to info@ciaochange.com.

We will acknowledge complaints within a reasonable period and will seek to resolve them fairly, professionally and in accordance with our professional obligations.

21. Confidentiality

We treat coaching conversations and information shared by clients as confidential.

Information may be disclosed where:

You consent;
Disclosure is required by law;
There is a serious risk of harm;
Disclosure is required in legal proceedings;
Disclosure is necessary to protect our legal rights; or
Disclosure is required by professional advisers or service providers operating under confidentiality obligations.

22. Data Protection

We process personal information in accordance with UK GDPR, the Data Protection Act 2018 and our Privacy Notice.

Health and wellbeing information may constitute special category personal data.

Further information regarding how we collect, process, store and protect personal information is set out in our Privacy Notice.

23. Recordings

Sessions may not be recorded by either party without prior written or verbal consent.

Any authorised recording must not be copied, distributed, published or shared without permission.

24. Intellectual Property

All coaching materials, frameworks, worksheets, downloads, programme content, videos, recordings, resources, website content and educational materials remain our intellectual property unless expressly stated otherwise.

You are granted a personal, non-exclusive, non-transferable licence to use such materials for your own personal purposes only.

You may not reproduce, distribute, publish anywhere, sell, share or commercially exploit our materials in any form without prior written permission.

We are the owner or the licensee of all intellectual property rights in our site and the material published on it. Those works are protected by copyright laws and treaties around the world. All such rights are reserved.

If, in our opinion, you are in breach of these provisions, your right to use our site will cease immediately and you must either return or destroy (as required by us) any copies of the materials you have made.

25. Website Content and Educational Materials

Content published through our website, social media channels, newsletters, blogs, podcasts, downloads and educational resources is provided for general information and educational purposes only.

Such content should not be treated as medical advice, healthcare advice or professional treatment.

26. Service Standards

We will provide our services with reasonable skill and care.

If you believe there is a problem with the services, you should notify us promptly and allow us a reasonable opportunity to address the issue.

Nothing in these Terms affects your statutory rights as a consumer.

27. Limitation of Liability

Nothing in these Terms excludes or limits liability for:

Fraud or fraudulent misrepresentation;
Death or personal injury caused by negligence;
Any liability that cannot legally be excluded or limited.

Subject to the above, our total liability arising from the provision of services shall not exceed the total amount paid by you for the services giving rise to the claim.

We are not liable for indirect, consequential or unforeseeable losses or for outcomes arising from decisions made by you.

We maintain appropriate professional indemnity and public liability insurance (where applicable) for the services we provide.

28. Events Outside Our Control

We are not responsible for delays or failures caused by events beyond our reasonable control including illness, accidents, internet outages, power failures, severe weather, natural disasters, government restrictions, failures of third-party providers or force majeure

29. Changes to These Terms

We may update these Terms from time to time.

We reserve the right, at our discretion, to modify, add or remove any or all of these terms and conditions at any time and each such change shall be effective immediately upon posting.

Please check the terms before every purchase. If the revised parts of these terms&conditions apply to any existing provision of services, we will notify you of the changes.

The version in force at the time of booking shall apply to the relevant purchase unless otherwise agreed.

30. Entire Agreement

These Terms of Business, together with our Privacy Notice, Cookie Policy, Website Disclaimer and terms of use, booking confirmation and any programme description provided to you, constitute the entire agreement between you and us relating to the services.

You acknowledge that you have not relied upon any statement, representation, promise or assurance that is not expressly set out in those documents.

Nothing in this clause excludes liability for fraud or fraudulent misrepresentation.

30.1: Proposal/Order Acceptance:

These Terms will become binding on you and us and a Contract will come into effect between you and us only upon our written acceptance of the order issued to you by a confirmation email or when we contact you to tell you that we are able to provide the services to you. We are not bound by the order unless we accept it in writing.

If there is any conflict between these Terms and any term of the order, the order will take priority.

31. Notices

Any notice required under these Terms must be given in writing.

Notices to us should be sent to info@ciaochange.com.

Notices to you may be sent to the email address provided when booking services.

A notice shall be deemed received:

Immediately if delivered by hand;
On the next 2 business day if sent by email;
Three business days after posting by first-class mail.

32. Assignment and Third-Party Rights

We may transfer our rights and obligations under these Terms as part of a sale, merger or restructuring of our business.

You may not transfer your rights without our written consent.

No third party has any right to enforce these Terms under the Contracts (Rights of Third Parties) Act 1999.

33. Severability

If any provision of these Terms is held to be invalid or unenforceable, the remaining provisions shall continue in full force and effect.

34. Governing Law

These Terms are governed by the laws of England and Wales.

If you are a consumer resident within the United Kingdom, you may bring legal proceedings in the courts of the part of the United Kingdom in which you live.

35. Contact Details

Ciao Change Ltd
Company Number: 16465483

Registered Office: 71–75 Shelton Street, London WC2H 9JQ, United Kingdom

Email: info@ciaochange.com