Terms & Conditions

SERVICES

The ‘Services’ will be delivered as outlined in this agreement.

The coaching package includes a total number of 6 sessions, to be delivered weekly or bi-weekly as specified by the client. Email will be used for all formal communication regarding this service, including check-ins, support and queries in between sessions, other communication methods such as slack or telegram may also be used if agreed.

Any services, tasks, or deliverables outside the agreed-upon scope may:

Require a separate agreement;
Incur additional charges; and
Be subject to scheduling availability.

No additional work will be undertaken without prior discussion and mutual written agreement.

Upon completion of the contract period, you may be offered the option to extend the Agreement or be presented with alternative support options.

RESULTS DISCLAIMER

Your results are ultimately your responsibility. While @support is committed to providing high-quality coaching services, your progress and outcomes depend on your own efforts, commitment, and follow-through.

@support does not guarantee specific results, including increased revenue, business growth, or personal transformation. Success involves many factors outside my control, including your actions, mindset, decisions, and external circumstances.

By engaging in my services, you acknowledge that outcomes vary based on individual circumstances; and no guarantees or warranties are offered regarding specific results.

CLIENT RESPONSIBILITIES

You agree to actively participate in the coaching process by:

Providing any necessary information in a timely manner;
Attending scheduled sessions as agreed;
Communicating honestly and openly;

@support is not responsible for missed opportunities, stalled progress, or unmet goals resulting from a lack of engagement or responsiveness.

Your commitment and follow-through are essential to achieving meaningful results.

SESSION ATTENDANCE & RESCHEDULING POLICY

It is your responsibility to attend all scheduled calls and sessions on time. Our time together is structured to ensure consistency and maximum benefit.

If you are unable to attend a scheduled session due to an urgent or unforeseen circumstance, you can request to reschedule once without penalty. Requests must be made as soon as possible and will be accommodated at the discretion of @support.

Sessions cancelled or rescheduled with less than 48 hours’ notice, and without a valid reason (e.g., emergency), will be considered forfeited and will not be rearranged.

Repeated short-notice cancellations or missed sessions may result in termination of the coaching Agreement.

AVAILABILITY

@support operates Monday to Friday and aims to respond to communications within 48 hours. While I strive to respond promptly, response times may vary depending on the nature of the request. If your request is of an urgent nature, please email @support and put URGENT in the email subject so this can be prioritised.

PAYMENT TERMS

All payments are non-refundable, except in cases where services were not delivered as agreed.
Invoices must be paid by the due date. Late payments may result in suspension or termination of services.
Either party may terminate this Agreement for cause, including but not limited to breach of these Terms, unethical conduct, or misconduct. Termination must be provided in writing.

TERMINATION OF THE CONTRACT

Either party may terminate this Agreement for cause, including but not limited to breach of these Terms, unethical conduct, or misconduct. Termination must be provided in writing.

CONFIDENTIALITY

All information shared between the Client and @support during the course of the business relationship will be treated as strictly confidential unless otherwise agreed in writing.

Confidential information may only be disclosed if:

Required by law or court order;
The information is publicly available through no fault of the receiving party;
Prior written consent is provided by the disclosing party.

This mutual confidentiality ensures a safe and trusted environment for open dialogue and effective progress.

ACCREDITATION

As part of my coaching qualification I am required to attend regular supervision sessions and submit evidence of the coaching sessions including a coaching client log, client notes and session diaries, this is to ensure appropriate standards are maintained. Everything discussed/submitted will remain confidential.

In addition, all coaching will be delivered inline with the Global Code of Ethics.

CASE STUDY CONSENT

Your project may be featured as a case study in marketing materials, including but not limited to, my website, social media, presentations, and proposals. This may include a general overview of the work completed, challenges addressed, and outcomes achieved.

Upon request, any identifying details, such as your name, business name, logo, or proprietary data, will be anonymised.

If you do not wish to be included in case studies in any form, you may opt out at any time by notifying me in writing. If no opt-out is received, it will be assumed that you consent to potential use of an anonymised case study.

PRIVACY & DATA PROTECTION

Data Controller
For the purposes of data protection law, the data controller is @support

Contact email: hello@supportbyemma.com

What personal data is collected

When you engage these services, your personal data may be collected and processed including:

Name and contact details (such as email address, phone number and socials)
Billing and payment information if applicable
Information to deliver the service (including forms, communications, call notes, or
feedback)

How we use your data

Your personal data is used to:

Provide and manage my services
Communicate with you about your service
Process payments and maintain financial records
Meet legal, tax, and accounting obligations

Marketing communications will only be sent where you have given consent or where permitted under UK law.

Lawful basis for processing

Under the UK General Data Protection Regulation (UK GDPR), your personal data is processed on the following lawful bases:

Contract – where processing is necessary to deliver the services agreed
Legal obligation – for accounting and regulatory purposes
Consent – where you have opted in to receive marketing communications

Data storage and security

Your personal data is stored securely using trusted third-party systems (such as client management, email, payment, or document storage platforms).

Reasonable steps are undertaken to protect your data from unauthorised access, loss, or misuse.

Data retention

Personal data will be retained for a maximum of 6 years, only for as long as necessary to:

Deliver the services
Comply with legal and financial obligations
Resolve disputes

When data is no longer required, it is securely deleted.

Sharing of data

Your personal data will not be sold.

Your data may be shared with trusted third parties only where necessary to provide our services (for example, payment processors or email providers), and only in accordance with data protection law.

Your rights

Under UK GDPR, you have the right to:

Request access to your personal data
Request correction of inaccurate data
Request deletion of your data
Object to or restrict processing
Withdraw consent at any time (where consent is the lawful basis)

To exercise your rights, please contact us at hello@supportbyemma.com.

Complaints
If you have concerns about how your data is handled, you have the right to lodge a complaint with the UK Information Commissioner’s Office (ICO). Website: www.ico.org.uk

LIMITATION OF LIABILITY
I am not liable for any indirect, incidental, or consequential damages arising from the use of my services. You agree to indemnify and hold me harmless from any claims, damages, or expenses resulting from services performed based on your instructions.

MODIFICATIONS TO THESE TERMS
I reserve the right to amend these Terms at any time. You will be notified of any changes via email or other communication channels. Continued use of my services constitutes acceptance of the updated Terms.