Booking Terms & Coaching Agreement

Dragonfly Mind & Body Ltd

Your wellbeing. Your goals. Your journey.

Last updated: 7 October 2026

Welcome to Dragonfly Mind & Body.

I believe a positive coaching relationship begins with trust, understanding and clear expectations. These terms explain what you can expect from me, how we can work together and the practical arrangements for bookings, payments and cancellations.

Please read them before booking a paid coaching session or package.

1. Scope of Practice

As a qualified Health & Wellbeing Coach, my role is to support and empower you to make informed choices about your health and wellbeing, develop sustainable habits and work towards goals that matter to you.

What I can help you with:

• Setting realistic health and wellbeing goals and creating achievable action steps.

• Building healthier habits around nutrition, movement, sleep, stress and everyday lifestyle.

• Providing general, evidence-based health and lifestyle information from reliable sources.

• Supporting positive lifestyle changes alongside treatment prescribed by your healthcare professionals.

• Encouraging self-management, confidence and greater responsibility for your own wellbeing.

• Signposting you to appropriately qualified healthcare professionals when additional support is needed.

What falls outside my role:

• Diagnosing, treating or claiming to cure medical conditions.

• Assessing medical symptoms, ordering or interpreting diagnostic tests.

• Prescribing medication, supplements, therapeutic treatments or advising changes to prescribed treatment.

• Providing detailed individual dietary advice, restrictive diets or personalised meal plans.

• Providing medical or psychological therapy.

Health coaching complements, but does not replace, professional medical care. I will always respect these boundaries and encourage you to seek appropriate professional advice when needed.

2. Bookings & Payments

Dragonfly Mind & Body offers health and wellbeing coaching to adults aged 18 and over.

Sessions are available online or in person in Eastbourne, East Sussex, by appointment.

Free Discovery Call

Your complimentary 20-minute discovery call is an opportunity to discuss your goals, ask questions and explore whether health coaching is right for you.

There is no charge and no obligation to continue.

Individual Coaching Sessions

Individual sessions are booked through my Google appointment booking calendar, with payments securely processed through Stripe.

Full payment is required at the time of booking.

The session price, duration, format and, where relevant, the Eastbourne appointment location will be confirmed before booking.

Fixed Coaching Packages

Coaching packages include an agreed number of sessions over a defined period.

You can choose to pay the full package price upfront or through equal monthly instalments.

All package sessions should normally be used within three months of the agreed package start date.

Before purchasing, you will receive details of the number and duration of sessions, total price, payment schedule, start and end dates, and applicable cancellation arrangements.

Monthly instalments contribute towards the agreed package price and are not payments for individual sessions.

If you wish to end your package early, please contact me. Any refund or outstanding payment will be assessed fairly, taking account of sessions already provided, reasonable losses and applicable consumer rights.

Remaining instalments will not automatically become payable in full simply because you choose to end coaching.

Failed Payments

If an agreed payment is unsuccessful, I will contact you so we can resolve the issue.

Future coaching appointments may be paused until payment arrangements have been resolved.

3. Cancellations & Rescheduling

I understand that life doesn't always go to plan. If you need to cancel or rearrange an appointment, please let me know as soon as possible.

At Least 48 Hours' Notice

You may cancel or reschedule an appointment without an appointment cancellation charge by giving at least 48 hours' notice.

For individual sessions, you may rearrange your appointment or request a refund.

For coaching packages, we can arrange an alternative appointment within the agreed package period.

Less Than 48 Hours' Notice

If you cancel with less than 48 hours' notice or miss an appointment, please contact me directly.

I will consider the circumstances individually, including unexpected illness or emergencies.

Where appropriate, I may offer an alternative appointment, credit or refund.

There is no automatic late-cancellation penalty. Any amount retained will be reasonable and proportionate, taking account of services provided, reasonable losses and applicable consumer law.

If I Need to Cancel

If I need to cancel an appointment, I will contact you as soon as reasonably possible.

You will be offered an alternative appointment or an appropriate refund or credit for the affected service.

Your statutory rights remain unaffected.

4. Refunds & Consumer Cancellation Rights

Your Statutory Right to Cancel

For eligible coaching services purchased online or through another distance-selling arrangement, you will generally have the right to cancel your contract within 14 days after the day the contract is made, without giving a reason.

This is separate from the 48-hour appointment cancellation policy.

To exercise your statutory cancellation right, please email [business email] with a clear statement that you wish to cancel. You may also use the statutory cancellation form provided with your booking information.

Starting Coaching Within 14 Days

If you wish to begin paid coaching during the statutory cancellation period, I will ask you to expressly request this before the service begins.

If you then cancel within that period, you may need to pay a proportionate amount for services already provided, where permitted by law and where the necessary information and consent requirements have been met.

If the contracted service has been fully performed following your express request and the required acknowledgement, your statutory cancellation right for that service may end.

Refund Processing

Where a refund is due under your statutory cancellation rights, it will be issued within the legally required timeframe, normally within 14 days of receiving your cancellation notice.

Refunds will ordinarily be processed through Stripe to the original payment method, unless otherwise agreed.

Nothing in these terms limits your statutory rights, including those under the Consumer Rights Act 2015.

5. Our Coaching Partnership

Health coaching is a supportive partnership built on trust, encouragement and mutual respect.

What You Can Expect From Me

I will provide a warm, welcoming and non-judgemental space where you can openly explore your health and wellbeing goals.

Together, we will look at your lifestyle, identify opportunities for positive change and agree on realistic, manageable steps.

My role is to listen, ask questions, provide appropriate guidance and encouragement, and support you in building healthier, sustainable habits.

Your Role in Coaching

You remain in control of your own choices, goals and actions.

I encourage you to participate openly, share relevant information and take an active role in the changes you wish to make.

Every person's journey is different, and specific outcomes cannot be guaranteed.

6. Confidentiality & Privacy

Your trust and privacy are important to me.

Information shared during coaching is treated with care, respect and confidentiality, subject to applicable legal obligations and necessary safeguarding disclosures.

Personal information and coaching records are handled in accordance with applicable data protection law.

For details about how your information is collected, used, stored and protected, please read my Privacy Policy.

7. Questions, Concerns & Contact

If you have any questions about your booking, coaching experience or these terms, please get in touch.

I value open communication and will aim to address any concerns fairly and promptly.

DRAGONFLY MIND & BODY LTD
trading as Dragonfly Mind & Body

Registered in England and Wales
Company number: 17287933

Registered office:
Suite RA01, 195-197 Wood Street, London, E17 3NU

Director: Beate Rotheneder

Email: info@dragonflymindbody.com

Website: www.dragonflymindbody.com

These terms are governed by the laws of England and Wales, without affecting any mandatory consumer protections that apply to you.

Nothing in this agreement excludes or restricts your statutory consumer rights.