Client Service Agreement

This Agreement is made between:

Coach: With Grace, Amy Grace Williams (“the Coach”)

and

The Client: (“the Client”)

This Agreement outlines the terms and conditions between the client (“you”) and With Grace (“the Coach”, “we”, or “us”) for the provision of coaching services.

By completing the booking and/or paying for a session with With Grace, the Client confirms that they have read, understood and agreed to this Client Service Agreement. This agreement is legally binding from the date of booking.

1. Services Provided

With Grace offers the following services:

  • Clarity Call: 55-minute session offering guidance and practical advice on workplace or career issues.

  • Align with Grace: 90-minute coaching session focused on personal clarity, alignment, and next steps in one area of life.

  • Thrive with Grace: 3-month coaching program designed for deeper, longer-term transformation, including multiple sessions over the program duration.

Services are delivered online via video or phone call, unless otherwise agreed in writing.

With Grace also provides a range of in-person holistic treatments. These services are governed by a separate treatment policy and consultation process.

1A. Client Pre-Session Requirements

  • For all sessions, clients are responsible for completing and returning any pre-session questionnaires or forms at least 48 hours prior to the scheduled session

  • Failure to return completed questionnaires in time may result in the session being rescheduled at the Coach’s discretion, to ensure sufficient time for preparation and to provide a high-quality session.

  • The Coach is not responsible for reduced session effectiveness if pre-session materials are incomplete or submitted late.

2. Booking & Payment

  • Booking is confirmed once full payment has been received or, if applicable, once the first instalment of a payment plan has been received.

  • For clients using a payment plan (Thrive with Grace 3-month program):

    • The program is payable in six equal biweekly instalments.

    • Each instalment is due on the agreed date each month.

    • If an instalment is missed, the Coach reserves the right to suspend access to sessions or materials until payment is made.

  • Fees are non-refundable, except in the event of cancellation by the Coach.

3. Cancellation, Rescheduling & Lateness

  • Cancellations made at least 48 hours before the session may be rescheduled once at no additional cost.

  • Cancellations made less than 48 hours before the session are non-refundable.

  • If the Coach must cancel, the session will be rescheduled or refunded.

  • Sessions are booked at specific times. If a client arrives late, the session will end at the scheduled time. No additional time will be added to make up for lateness.

  • For clients enrolled into programs with multiple sessions (e.g., biweekly sessions), if a session falls on a date when the Coach is unavailable (e.g., holiday), the session will be rescheduled to the next available date.

  • All subsequent sessions will continue according to the original interval (e.g., biweekly) from the rescheduled date.

4. Confidentiality

  • All information shared in sessions is strictly confidential.

  • With Grace will not share client information with third parties without written consent, except where required by law.

  • Clients are asked to respect confidentiality of any shared materials.

5. Client Responsibilities

  • Clients agree to provide accurate information in pre-session questionnaires and during sessions.

  • Clients confirm they are capable of making their own decisions and are engaging in the session voluntarily.

  • The Coach is not responsible for any decisions or actions taken during or after the session.

  • Clients acknowledge that coaching is a collaborative process; they are responsible for their own decisions, actions, and outcomes.

  • Clients are encouraged to notify the Coach of any specific requirements or reasonable adjustments needed to participate fully in the session (e.g., audio/visual support, scheduling considerations). The Coach will make reasonable efforts to accommodate such needs.

  • With Grace is committed to creating a respectful and inclusive environment. Clients are encouraged to share their preferred pronouns, and the Coach will address clients accordingly during sessions.

  • With Grace does not provide legal, medical, or financial advice unless explicitly agreed.

6. Coaching Scope

  • Coaching sessions focus on guidance, clarity, alignment, and action planning within the areas discussed.

  • Coaching is not a replacement for professional therapy, counselling, medical, or legal advice.

  • If issues arise that require specialist support (e.g., mental health, trauma, medical concerns), clients are encouraged to seek qualified professional services.

6A. Practical Advice Sessions

  • Certain sessions (e.g., Clarity Call) may include practical advice and guidance on workplace or career-related issues, based on information provided by the client and the Coach’s professional experience, including knowledge of UK employment law.

  • While the coach provides informed guidance, clients are solely responsible for any decisions or actions taken as a result of the advice.

  • The Coach does not guarantee any particular outcome and is not liable for any consequences resulting from the client’s decisions or actions following the session.

  • If during a Clarity Call, it becomes apparent that the client’s issue would be better addressed by a qualified professional (e.g., a solicitor), the Coach may signpost the client to seek appropriate professional advice.

7. Coach Expertise

  • The Coach has professional experience in career, human resources, people management, and personal development, and is trained in coaching techniques to provide guidance and support in these areas.

  • Clients acknowledge that the Coach is not providing legal, medical or therapeutic advice unless explicitly agreed, and that coaching services are delivered within the scope outlined in this agreement.

8. Data Protection

  • Personal information collected will be handled in accordance with UK GDPR.

  • Data is stored securely and only used for session preparation, delivery, and follow-up.

  • Clients have the right to access, amend, or request deletion of their personal data.

9. Limitation of Liability

  • While With Grace aims to support clients with clarity and guidance, we cannot guarantee specific outcomes.

  • Clients accept responsibility for their own decisions and actions.

  • The Coach is not liable for any direct or indirect loss resulting from coaching services.

10. Intellectual Property

  • All materials, templates, and resources provided remain the property of With Grace.

  • Clients may use materials for personal purposes only and may not reproduce, distribute, or sell them without written permission.

11. Complaints & Feedback

  • With Grace values open and honest feedback. If at any point you are dissatisfied with a session or the service provided, you are encouraged to contact the Coach directly so that concerns can be addressed and resolved.

  • While With Grace welcomes constructive feedback, this clause does not affect your statutory rights as a consumer under UK law.

12. Governing Law

This Agreement is governed by the laws of England and Wales. Any disputes will be subject to the exclusive jurisdiction of the courts of England and Wales.

13. Agreement Confirmation

By booking and/or paying for a session with With Grace, you confirm that:

  • You have read and understood this Client Service Agreement

  • You agree to comply with the terms outlined above