Consumer terms

These terms apply when you, as an individual buying for yourself rather than for a business, book or buy a MindHug consumer service. That includes one-to-one coaching, Backstage access, and any consumer group training or experiential-learning session we run. MindHug Zero, once it launches, and any other new consumer service will have its own additional terms, provided when it launches.

You contract with the MindHug entity named in your booking or order — usually MindHug Ltd, or MindHug Impact CIC for its community-benefit work. Where a service has its own service-specific terms, those are provided at booking and, for that service, take priority over these terms if they differ. Purchases made by or for an organisation are governed by our separate commercial terms instead.

Our coaching, training and experiential learning are educational and developmental. They are not therapy, counselling or a medical or crisis service, and they are not a substitute for advice or treatment from a qualified health professional. What each service is, and is not, is set out on our disclaimer and safety and health pages.

We provide our services with reasonable care and skill. Taking part is voluntary; you can pause or step back at any time. Where a coach or facilitator becomes aware that you may need clinical or urgent support, they will say so and point you to it rather than continuing as if the session could meet that need.

The price, what is included, and any schedule are set out when you book. Unless stated otherwise, payment is due before the service is delivered, and a booking is confirmed once we accept it and any payment due has been made. We may change our prices for future bookings, but not for one already confirmed.

Backstage gives you access to MindHug content, sessions or community as described where you sign up, under any membership terms provided there; if it renews or is time-limited, we tell you before you commit, and you can cancel future renewals at any time.

For group training and experiential learning, your place is personal to you unless we agree otherwise. If we have to change the time, format or facilitator, we will tell you and offer a suitable alternative or a refund for that session.

As a consumer you normally have 14 days to cancel a service contract for a refund. If you ask us to start within those 14 days, you may need to pay for what has already been delivered, and once a service is fully performed the right to cancel is used up. This does not affect your legal rights if a service is not carried out with reasonable care and skill.

Outside the statutory right, if you need to reschedule or cancel a coaching session or booking, tell us as early as you can and we will tell you what is possible and any charge that applies, as set out at booking. If we cancel a session, we will offer to reschedule it or refund it.

A few standard terms:

We do not exclude or limit our liability where it would be unlawful to do so, including for death or personal injury caused by our negligence, or for fraud. Nothing in these terms affects your statutory rights as a consumer, including under the Consumer Rights Act 2015. Subject to that, we are not responsible for loss that was not foreseeable or that arises from how you choose to apply what a session covers.

These terms are governed by the law of England and Wales, and you can bring proceedings in the courts of England and Wales. If something goes wrong, please tell us — see our complaints page — and email [email protected] for anything about these terms.