Client Terms & Conditions

If you have a general question or would like more information about our services, you can contact us at info@unitedgroup26.com.

This email address is for general enquiries only. It is not designed or intended for diagnosing or treating any condition, for offering medical or clinical advice, or for delivering any coaching or therapy service. If you need to discuss your care, please contact your practitioner or UNITE Administration directly through your booked sessions.

By booking a session with UNITE, you agree to be bound by these Terms and Conditions in full. By reading and accepting these terms and paying for your session, you agree to the coaching standards and the framework under which UNITE operates — no separate coaching agreement or signed informed-consent document is required.

UNITE provides coaching and support services — and, where delivered by appropriately regulated practitioners, therapy — for people affected by brain injury. All sessions are delivered entirely online by video call; UNITE does not currently offer in-person appointments. The specific service and practitioner will be agreed with you before sessions begin.

Sessions are booked via UNITE's intake process or, once available, self-service calendar booking. You will receive a calendar invite confirming the date, time, and practitioner, together with a video link for your session, which is always conducted through Google Meet. We do not use other video platforms (such as WhatsApp, Zoom, Skype, or FaceTime) for coaching sessions, to keep your information secure.

We understand that circumstances change. Sessions must be cancelled at least 3 days in advance; to cancel and request a refund, contact your practitioner or UNITE Administration. To keep sessions available for other clients, the following notice periods apply:

— 3 days' notice or more: cancellation and refund available. Rebook at any time that suits you. — Less than 3 days' notice (including no-shows): not eligible for cancellation or refund. The session is charged in full.

Bookings made within the 3-day window are not eligible for cancellation or refund. Short-notice cancellations make it more difficult for us to reallocate the space to another client, and they can also affect your practitioner's ability to take on other coaching work in that time, so costs are still incurred on both counts. Refunds for eligible cancellations are processed through the same payment provider used for booking.

UNITE's coaching service is pay-as-you-go. You are not tied into any ongoing commitment, subscription, or minimum number of sessions — you simply pay for each session as you book it.

Session fees are confirmed in writing before your first session. Payment is processed through our booking page, which you will receive access to once we believe you are suitable for our Life Coaching programme (following your discovery call). The booking page accepts a range of payment methods, including Apple Pay and Pay Per Session, so you can choose what works for you.

Fee changes are communicated with at least 30 days' notice and do not apply retroactively to sessions already booked and paid for.

Where UNITE facilitates a referral-funded or grant-funded place, the terms of that funding arrangement take precedence over these standard payment terms, and will be set out separately in writing.

Coaching provided by UNITE is not therapy, medical treatment, or clinical rehabilitation, unless explicitly delivered by a practitioner regulated and qualified to provide that specific service. This distinction is about the qualification of the practitioner, not the format of delivery — all sessions, whether coaching or regulated therapy, take place online.

5.1 Your Acknowledgement By booking and attending sessions, you confirm that: you have read and understood this section; you understand the difference between coaching and regulated therapy, and which one you are receiving; and you are entering into coaching voluntarily and are free to ask questions, seek independent advice, or stop at any time. Decisions you make in your personal, professional, or clinical life as a result of coaching remain your own decisions to make.

6.1 Confidentiality What you share with your practitioner is treated as confidential. We will not discuss your situation with family members, employers, other agencies, or anyone else without your consent, except in the specific circumstances described below.

Confidentiality has limits where there is a risk of serious harm to you or another person. UNITE may need to share information without your consent in circumstances such as:

— you tell us, or we have reason to believe, that you are at risk of serious harm to yourself; — you disclose a serious risk of harm to another named person; — we become aware that a child or vulnerable adult may be at risk of abuse or neglect; or — we are required to disclose information by law or court order.

Where possible, we will discuss this with you before any information is shared.

6.2 How Safeguarding Concerns Are Handled If a concern of this kind arises during a session, your practitioner raises it internally with a designated safeguarding lead, who assesses the situation and agrees the appropriate next steps with you wherever that is possible. Concerns are taken seriously whether they come from something you tell us directly, from a noticeable change in how you seem during a session, or from information shared by a family member or another organisation involved in your care.

Where there is an immediate and serious risk to your safety or someone else's, UNITE may need to act quickly — which can include contacting emergency services — without always being able to wait for that conversation first. This is a step we only take where it is genuinely necessary, and it exists to keep you and others safe.

Full operational detail on how UNITE identifies, escalates, and manages safeguarding concerns is set out in our internal Safeguarding & Crisis Escalation Policy, which is available on request.

6.3 Professional Boundaries Your practitioner maintains clear professional boundaries throughout your coaching relationship. All contact should take place through official UNITE channels — your booked Google Meet sessions and correspondence with your UNITE email address — rather than personal phone numbers, social media, or other private channels.

If a concern ever arises about the boundaries of the coaching relationship, for either you or your practitioner, this is raised confidentially with UNITE management, who handle it sensitively. Where continuing with the same practitioner would no longer be appropriate, UNITE will arrange for you to continue your sessions with a different practitioner within the network, so that your care is not interrupted.

6.4 Data Protection We handle your personal data in line with UK GDPR and data protection law. This covers how we collect, store, use, and secure your information, and your rights over it. Full detail is available in our Data Handling Policy.

Our services are pay-as-you-go. You are not tied into any ongoing commitment, subscription, or minimum number of sessions, and you may end your relationship with UNITE at any time, for any reason, by telling your practitioner or contacting UNITE Administration. No notice period is required, though advance notice helps us close out your care appropriately.

UNITE may end the relationship where: the service is no longer clinically or practically appropriate for your needs; there has been a serious breach of these terms, such as abusive conduct toward staff; or continued provision is not viable for reasons UNITE will explain to you. Except in cases involving immediate risk to safety, UNITE will give at least 14 days' notice and support a safe transition, including a referral elsewhere where appropriate.

If you are unhappy with any aspect of the service — the coaching you have received, how a member of staff has behaved, or a decision UNITE has made — you have the right to raise it, and we want to hear from you. Raising a complaint will never affect the quality of care you receive.

You can raise a complaint at any time by emailing complaints@unitedgroup26.com. Please include your name and contact details, the service or practitioner involved, a summary of what happened, and the outcome you are hoping for.

8.1 Making This Easier for You We know that brain injury can make cognitive fatigue, memory, and communication more difficult, so standard complaints processes are adjusted for you as needed:

— If writing is difficult, you can raise a complaint by phone, audio recording, or video call instead of email. — You are welcome to have a family member, carer, or independent advocate act on your behalf at any stage. — Timelines can be extended without penalty if you need more time to review findings or attend meetings. — We will communicate with you in clear, jargon-free language throughout.

8.2 How Your Complaint Is Handled Once you raise a concern, it moves through five stages from submission to resolution: (1) Submission & Acknowledgement — within 3 business days; (2) Investigation — minimum 30 days; (3) Review & Decision — approx. days 31–35; (4) Outcome Shared With You — approx. days 36–40; (5) Learning & Improvement — ongoing.

A dedicated case handler acknowledges your complaint and keeps you updated as it progresses — including interim updates roughly every 10 days during the investigation stage. Once the investigation is complete, the findings are reviewed and a decision reached, which is then shared with you in writing, explaining what was found, acknowledging anything that went wrong, and confirming any changes we are making as a result.

8.3 If You Remain Unhappy If you are not satisfied with how your complaint was handled or its outcome, you have the right to take it further to an independent body outside UNITE. The relevant body depends on the type of service involved, for example:

— Life coaching: the Association for Coaching. — Regulated psychology or counselling: the Health & Care Professions Council (HCPC) or BACP. — Regulated clinical or mental health care: the Care Quality Commission (CQC).

Your case handler will confirm which body is relevant to your complaint and how to contact them.

9.1 Standard of Care UNITE will provide services with reasonable care and skill, in line with the professional standards applicable to the practitioner delivering your service.

9.2 Your Responsibility Coaching is a collaborative process, and you remain responsible for the decisions you make and the actions you take in your own life, career, relationships, or health, whether during or following a coaching relationship with UNITE. UNITE's role is to support and facilitate your own thinking and choices, not to direct, diagnose, or treat you, except where a service is expressly delivered as regulated therapy by a qualified practitioner. You confirm that you enter into coaching on this basis, having had the opportunity to ask questions and, where you consider it appropriate, to seek independent professional advice before acting on anything discussed in a session.

9.3 Limitation of Liability Subject to clause 9.4, UNITE's total liability for losses arising from the services — whether in contract, tort (including negligence), or otherwise — is limited to the fees paid by you for the specific service giving rise to the claim. UNITE is not liable for any indirect or consequential loss, or for losses arising from decisions you make independently in reliance on general coaching discussion rather than on a specific, agreed course of action within UNITE's scope of service.

9.4 What Cannot Be Limited Nothing in these terms excludes or limits liability for death or personal injury caused by negligence, for fraud or fraudulent misrepresentation, or for any other liability that cannot lawfully be excluded or limited. Nothing in this clause affects your statutory rights.

UNITE is a company based in the United Kingdom. These terms are governed by the laws of England and Wales, and the courts of England and Wales have exclusive jurisdiction over any dispute arising from them, regardless of where you are based.