The Grayston Clinic Terms & Conditions
Our contact details:
Name: The Grayston Clinic
Phone Number: +44 203 332 2025
Email: hello@graystonclinic.com
Effective From: 1st May 2025
Welcome to The Grayston Clinic. These Terms and Conditions ("Terms") set out the agreement between you ("the Client") and The Grayston Clinic ("we", "us", "our") for coaching services provided to individuals and couples. Please read these Terms carefully before booking or attending any coaching session.
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1. Services Provided
The Grayston Clinic offers coaching services to individuals and couples in areas including (but not limited to) relationship coaching, communication improvement, dating support, pre-wedding coaching, heartbreak recovery, and separation support.
Each coaching session involves a confidential, client-led discussion facilitated by the coach with the aim of supporting self-awareness, goal-setting, and personal insight. Coaching sessions at The Grayston Clinic may involve the offering of guidance, suggestions, reflections, or personal opinions to support your progress. Many clients specifically seek out this proactive and engaged coaching style as a valuable part of the service.
All decisions and actions remain your sole responsibility. Coaching is not advice-giving in a professional, legal, financial, therapeutic, or medical sense, and is not a substitute for mental health care, therapy, counselling, or legal advice.
2. Confidentiality
All information shared in coaching sessions will be treated as confidential. We will not disclose information to third parties without your explicit consent unless required by law, or where there is a risk of harm to yourself or others.
When working with couples, each individual's private session is treated as confidential. Information disclosed in private sessions will not be shared with the other party or discussed in joint sessions unless explicit consent is given by the disclosing individual. Only information mutually agreed upon will be shared during joint sessions.
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3. Booking and Payment
- Sessions must be booked in advance via [website/booking system/email].
- Payment is required in full at the time of booking unless agreed otherwise.
- Fees are detailed on our website or as otherwise communicated.
- Payment can be made via bank transfer, debit/credit card, or other methods specified.
4. Cancellations and Rescheduling
- Cancellation: You may cancel your appointment without charge if you provide at least 24 hours' notice before the scheduled start time.
- Rescheduling: You may reschedule your appointment up to 6 hours before the scheduled start time without incurring any additional charges or penalties.
- No Refunds: Any cancellations made with less than 24 hours' notice are not eligible for a refund.
- Emergency Situations: We understand that genuine emergencies can occur. In such cases, we will assess the situation on a case-by-case basis and may, at our sole discretion, offer alternative arrangements.
- Repeated Rescheduling: Please note that repeated rescheduling may impact your ability to secure future bookings. We encourage consistency in attendance to support the best coaching outcomes.
- Communication: Rescheduling should be completed via the online booking system where possible. For cancellations or if you wish to discuss a reschedule, please email hello@graystonclinic.com.
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5. Refunds
Fees for coaching services are non-refundable, except where we are legally required to provide a refund under UK consumer law. If we cancel a session without offering a rescheduled appointment, a full refund will be provided. Attending a session without actively engaging, or dissatisfaction with the outcome of a session, does not entitle the Client to a refund.
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6. Client Responsibilities
- Clients are responsible for attending sessions on time. If you are late to a session, you may lose the time from the session for which you have not been present.
- Clients are expected to engage actively and honestly in the coaching process.
- Clients are invited to disclose any relevant medical conditions, including mental health issues, that could affect their experience of coaching. Disclosure is voluntary. Non-disclosure may limit our ability to provide the most appropriate coaching support. Any disclosures made will be treated in strict confidence.
- Coaching outcomes are dependent on the Client's commitment to the process.
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7. Communication Outside of Sessions
From time to time, we may offer written communication, including session summaries, notes, or post-session reports. The provision of such communication is at our sole discretion and is not guaranteed as part of our services.
Where written reports, emails, or notes are provided, they are offered for informational purposes only and do not constitute professional advice or guarantees of outcomes. We accept no liability for any reliance placed upon written communication outside of booked coaching sessions.
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8. Homework and Exercises
We may suggest exercises, reflection tasks, or "homework" to support your progress between sessions. Participation in these activities is voluntary and is the responsibility of the Client. We are not responsible for the Client's completion of, or outcomes arising from, any exercises or tasks.
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9. Referrals to Third Parties
Upon specific request by the Client, we may refer you to third-party service providers such as financial consultants, lawyers, or other professionals. Any referrals provided are for your convenience only and do not constitute an endorsement or recommendation of those third parties or their services.
We may receive a small referral fee if you choose to engage the services of a referred provider. However, we make no warranties or guarantees regarding the quality, suitability, or outcomes of services provided by third parties, and we accept no liability for any acts, omissions, advice, or services provided by them.
You are under no obligation to use any referred providers and are encouraged to conduct your own independent research before engaging any third-party services.
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10. Limitation of Liability
- To the fullest extent permitted by law, The Grayston Clinic shall not be liable to you for any loss of profit, loss of business, loss of goodwill, emotional distress, psychological injury, or any indirect, special, incidental, or consequential loss or damage arising out of or in connection with the services provided.
- We do not guarantee any particular outcomes from the coaching process. Clients are responsible for their own decisions, actions, and the consequences thereof.
- Our total liability for any direct claims shall not exceed the total amount paid by you for the specific coaching session(s) giving rise to the claim.
- We shall not be liable for any decisions you make or consequences arising from coaching sessions.
- Nothing in these Terms limits or excludes our liability for death or personal injury caused by our negligence, or for fraud or fraudulent misrepresentation.
11. No Guarantees and Client Acknowledgement
By engaging with The Grayston Clinic, you acknowledge and accept that:
- Coaching is a facilitative, non-directive process intended to support your personal insight and decision-making.
- You are solely responsible for your own decisions, actions, and their outcomes.
- The coaching process may involve exploration of personal, emotional, or challenging issues, and you accept responsibility for your emotional wellbeing during and after coaching sessions.
- No guarantees are made regarding specific results, including but not limited to relationship outcomes, career achievements, or emotional states.
12. Disclosure of Risk of Self-Harm or Suicide
If a Client discloses thoughts or intentions of self-harm or suicide, The Grayston Clinic will treat such disclosures with sensitivity and care. As a coaching service and not a mental health or medical service, we do not undertake a duty of care to assess, monitor, or intervene regarding the Client's mental health.
Clients are encouraged to seek professional medical advice or support from appropriately qualified mental health professionals if they are experiencing suicidal thoughts or urges. By engaging with The Grayston Clinic, you acknowledge that we are not responsible for any actions taken or not taken following a disclosure of self-harm or suicidal ideation.
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13. Third Party Rights
Nothing in these Terms shall confer any rights upon any third party, whether under the Contracts (Rights of Third Parties) Act 1999 or otherwise. Only the Client who has contracted for the services may bring any claim under these Terms.
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14. Complaints
We are committed to providing a high-quality service. If you have a complaint, please raise it as soon as possible by contacting hello@graystonclinic.com. We will address concerns promptly and fairly.
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15. Intellectual Property
Materials provided during coaching (written, audio, or visual) remain the property of The Grayston Clinic unless otherwise stated. Clients may not reproduce, distribute, or commercially exploit such materials without permission.
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16. Governing Law
These Terms and any dispute or claim arising out of or in connection with them shall be governed by and construed in accordance with the laws of England and Wales. Any disputes shall be subject to the exclusive jurisdiction of the English courts.
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17. Amendments
We reserve the right to amend these Terms at any time. Changes will apply only to future bookings unless otherwise agreed with the Client in writing. The latest version will be available on our website. Continued use of services following any changes constitutes acceptance of the updated Terms.
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18. Age Restrictions
Coaching services at The Grayston Clinic are available only to clients aged 16 years and over. Clients aged 16 or 17 must have written consent from a parent or legal guardian before commencing coaching. By booking a session, you confirm that you meet these age requirements.
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19. Non-Reliance
By engaging with The Grayston Clinic, you agree that you have not relied on any statement, promise, representation, assurance, or warranty made or given by or on behalf of The Grayston Clinic which is not set out in these Terms and Conditions.
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By booking and attending coaching services with The Grayston Clinic, you agree to be bound by these Terms and Conditions.
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