• Nature of Service: Voice coaching is an educational, skill-building process. I cannot offer a guarantee of results, but the more energy, curiosity, and attention you bring to the process, the more you will gain.

• Not Medical Advice: Voice coaching is not a substitute for medical advice, ENT diagnosis, speech-language therapy, or mental health therapy.

• Physical & Vocal Safety: Some sessions involve standing, physical movement, and vocal exercises. Please ensure you have a safe, clear area to move around in. You agree to work within your limits, listen to your body, and stop immediately if anything causes pain or discomfort. Exercises can always be adapted.

• Health Declarations: You agree to inform your coach of any current or chronic vocal health issues, physical conditions, or medical concerns prior to sessions.

• Mental & Emotional Well-being: Voice work can occasionally bring up strong emotional responses. By agreeing to these terms, you acknowledge that you are voluntarily participating and take full personal responsibility for your physical, emotional, and mental well-being during and after sessions.

• Primary Payment Method: The primary and preferred method of payment is via direct bank transfer (BACS / international transfer details will be provided on your invoice).

• Alternative Payment Gateways: Where agreed or when booked directly on the website, credit/debit card payments are processed securely via Stripe.  Recurring monthly installment plans are processed securely via GoCardless.

• Data Processing: By using Stripe or GoCardless, you authorize these third-party processors to handle your payment details securely on behalf of Chat Naturally. Your financial details are encrypted and never stored directly on my website or servers.

• GoCardless Advance Notice: For clients on installment plans managed via GoCardless, you will receive an automated advance notice email prior to each scheduled payment collection.

• Failed Payments: If an installment or payment fails due to insufficient funds or account errors, you remain responsible for the outstanding balance. I reserve the right to retry the payment or request payment via direct bank transfer before continuing sessions.

• Internet Connection: Please ensure a stable internet connection for online sessions. Your coach cannot accept responsibility for technical disruptions on your end.

• Audio & Screen Setup: To get the most from your session, your device should have a good microphone/external speaker or wireless headset, and a screen large enough to view shared materials or physical demonstrations clearly.

• Coach-Side Disruptions: If technical problems on your coach’s end cause a session to be disrupted significantly or end prematurely, any remaining time will be rescheduled at no extra charge.

ROADMAPS

• Timeline: You will typically receive your analysis within 2 weeks of audio file submission.  
• Scheduling your Strategy Session: You will receive details of how to schedule this along with your analysis.
• Rescheduling: You may reschedule your Strategy Session provided you give at least 24 hours’ notice.  
• Lateness: Sessions start and end at the scheduled time. Arriving late reduces your available session time.

PROGRAMMES

• Booking Commitment: Booking a multi-session 1-on-1 programme secures dedicated schedule space across multiple weeks or months. Payment or deposit secures your programme schedule.

• Programme Cancellation Before Start Date:

  • More than 14 days before start date: Full refund (less any payment processing fees).

  • Between 7 and 14 days before start date: 50% refund.

  • Less than 7 days before start date: The 15% deposit payment (or 15% of the total programme fee) is retained as non-refundable compensation for schedule allocation and administration.

• Once the Programme Has Started: Payments and agreed installment plans are non-refundable for the overall programme.

• Rescheduling Individual Sessions Within a Programme: You may reschedule individual dates within your 1-on-1 programme provided you give at least 24 hours’ notice. Sessions rescheduled with sufficient notice will be moved to an agreed alternative date within the active timeframe of your programme.  (This is 3 months for the Discovery Programme and 6 months for the Classic Programme.)

• Unforeseen Circumstances: If you are forced to pause a programme due to unavoidable and unforeseen circumstances, any remaining unused sessions may be applied toward a resumed programme starting within 6 months of your pause date.

• Booking Confirmation: Once payment or deposit is received, your place in the programme is secured for the specified dates shown on your invoice.

• Consumer Rights (Cooling-Off Period): As a consumer, you have the right to cancel your booking within 14 calendar days of purchase for a full refund, provided no sessions have been attended.

• Cancellations Before Start Date:

  • More than 14 days before start date: Full refund (less any administrative payment processing fees).

  • Between 7 and 14 days before start date: 50% refund.

  • Less than 7 days before start date: The 15% deposit payment (or 15% of the total fee) is retained as non-refundable compensation for administration and reserved space.

• Once the Programme Has Started: Payments made cannot be refunded, and any outstanding installments remain due on the agreed dates.

• Unforeseen Circumstances: If you are forced to pause or stop a programme due to unavoidable and unforeseen circumstances, any remaining unused sessions may be applied toward a future programme starting within 6 months of your pause date.

• Payment: Payment must be made upon booking to secure your agreed date and time.
• Rescheduling & Cancellation Notice: A minimum of 48 hours (or 2 working days) notice prior to the session time is required to reschedule or cancel an ad-hoc session with a full refund.
• Late Cancellation / No-Shows: If less than 48 hours’ notice is given, or if you fail to attend, it may not be possible to reschedule, and the session fee will be forfeited without a refund.
• Lateness: Sessions start and end at the scheduled time. Arriving late reduces your available session time.
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• Cancellation by Coach: If your coach is forced to cancel a session or programme due to illness or unforeseen circumstances, you will be offered the choice of a rescheduled time or a full refund for any affected sessions.

• Ownership of Materials: All course materials, exercises, frameworks, PDFs, graphics, audio clips, and video recordings provided to you remain the exclusive intellectual property of your coach.

• Personal Use Only: Any video clips, audio files, or written resources sent to you are for your own personal, non-commercial use only.

• No Sharing or Reproduction: No part of any session, programme, or resource may be recorded, reproduced, shared, uploaded to social media, transmitted, or distributed in any form without prior written consent.

• 1-on-1 Session Recordings: Where live 1-on-1 sessions are recorded by mutual agreement, these recordings are strictly for your personal study and practice. They must not be published, posted online, or shared with third parties.