Terms and Conditions

Effective date: 27 April 2026

1. Who I am

Service provider ("I", "me", "my"): Connah Anders, a sole trader.

Business address:
17 Sunleigh Road
Wigan
WN2 2RE

Email: coach@connahanders.com
Phone: 07545775630

Note: I currently operate as a sole trader. If I later operate through a limited company, I will update these details (company name, registered number, and registered office).

2. Definitions

• "Client", "you", "your": the person, parent/guardian, organisation, or other customer purchasing and/or receiving services.
• "Services": health, nutrition, lifestyle coaching, education, and programme support; disability advocacy, education, inclusion support, document review, meeting support, speaking, and training; and any related resources delivered remotely or, where agreed, in person.
• "Disability advocacy support": non-legal practical support relating to disability, accessibility, inclusion, communication, self-advocacy, reasonable adjustments, and fair participation in services, education, activities, or organisations.
• "Session": a scheduled live call, meeting, training session, speaking engagement, or support meeting (if included in your package or booking).
• "Plan" or "Package": the service option you purchase (for example: monthly coaching subscription, one-off programme, fixed-term package, advocacy support package, document review, meeting support, training, or speaking engagement).

3. Scope of services and professional boundaries

My services are educational, coaching-based, and advocacy-support based. I aim to provide practical guidance, support, education, and accountability within my professional competence and lived/professional experience.

• For health, nutrition, and lifestyle coaching, I can support general healthy eating, weight management, performance nutrition strategies, behaviour change, and lifestyle habits.
• For disability advocacy, education, and inclusion support, I can support disabled adults, parents/guardians, schools, colleges, and other organisations with practical advocacy, self-advocacy skills, communication support, accessibility and inclusion issues, reasonable-adjustment preparation, speaking, and training.
• I may attend meetings with or on behalf of clients as a non-legal advocate or supporter, online or in person where possible and agreed in advance. This may include meetings with schools, colleges, services, organisations, or other institutions.
• I may review documents and help clients understand, organise, and respond to letters, complaints, accessibility issues, education/service communications, and other relevant materials. I may help clients prepare what they want to say, but I do not make decisions for them.
• I am not a legal professional. I do not provide legal advice, reserved legal services, formal legal representation, regulated claims management services, financial advice, medical diagnosis, medical treatment, social work, counselling, psychotherapy, or any other regulated professional service unless expressly stated in writing and within my qualifications.
• My support should not be relied on as a substitute for advice from a solicitor, doctor, registered dietitian, social worker, therapist, benefits adviser, or other appropriately regulated professional where that type of advice is needed.
• I may signpost you to appropriate healthcare professionals, legal professionals, charities, local authority services, education professionals, or other relevant organisations where this is in your best interests or where the issue falls outside my scope.
• If you have a medical condition, are pregnant, have symptoms that concern you, are taking medication, or are considering significant changes to your diet, activity, or lifestyle, you should seek advice from your GP or relevant clinician before making significant changes.
• If you are experiencing an emergency, call 999 (UK) or your local emergency number.

4. Who the services are for

My services may be used by disabled adults, parents/guardians or responsible adults supporting disabled children or young people, and schools, colleges, charities, clubs, businesses, or other organisations seeking disability advocacy, education, inclusion support, speaking, or training.

To use my services you must:

• be at least 18 years old, or if you are under 18 have a parent/guardian (or other responsible adult) contract on your behalf. A parent/guardian or responsible adult must be present at all times during any sessions and interactions (including calls/online meetings), and must be included in any written communications,
• if you are booking on behalf of an organisation, have authority to make the booking and provide the information needed to deliver the service,
• provide accurate information about your health, diet, lifestyle, disability-related needs, circumstances, documents, communications, goals, and relevant history, and
• tell me promptly if anything changes that could affect your safety, the appropriateness of the service, or the support I can responsibly provide.
• I hold a valid DBS check.

I may refuse or end services if I reasonably believe that the service is not appropriate, safe, within my scope of practice, or deliverable in a responsible way.

5. Your responsibilities

Coaching, advocacy support, speaking, and training work best when there is clear communication and active participation. You agree to:

• complete any intake forms honestly and to the best of your knowledge,
• provide relevant documents, background information, access details, deadlines, and meeting information in good time where advocacy support is being provided,
• follow food safety and hygiene practices where nutrition support is involved,
• use your own judgement and seek medical, legal, financial, safeguarding, or other regulated professional advice where appropriate,
• understand that any decisions you make remain your responsibility unless a separate professional has a legal duty to decide or act on your behalf,
• attend sessions on time (if included), and
• treat all communications respectfully.

6. How sessions and support work

Your Plan or booking details what is included (for example: number of sessions per month, check-ins, messaging support, document review, meeting support, speaking, training, resources, or follow-up notes). Unless stated otherwise:

• Sessions are delivered remotely using a video/voice platform (for example: Microsoft Teams, Google Meet, or similar).
• In-person support, meeting attendance, speaking, or training is only included where agreed in advance and where location, accessibility, travel, timing, and safety arrangements are suitable.
• Between-session support (if included) is for guidance, accountability, preparation, and practical support. It is not urgent medical advice, legal advice, crisis support, or emergency support.
• For advocacy support, I may help you prepare for meetings, organise your points, review relevant documents, attend meetings where agreed, and support communication. I cannot force an organisation to engage, allow me to attend, change a decision, or take a particular action.
• Response times: I aim to respond within two business days. I sometimes conduct sessions at weekends, so response times may be quicker.

7. Booking, rescheduling, lateness, and no-shows

Where Sessions are included:

• You can book via my booking link (for example: Calendly) using available times.
• Rescheduling: you must reschedule at least 24 hours before the session start time. Late reschedules may be treated as a no-show.
• Lateness: if you are late, the session may still end at the scheduled time. If I am late by more than 10 minutes without notice, you may reschedule.
• No-shows: missed sessions without notice are chargeable and not refunded.
• For external meetings, speaking, training, or in-person support, rescheduling may also depend on third-party availability, venue arrangements, travel, accessibility, and any deadlines involved.

If you have accessibility needs (for example: you require written summaries, voice notes, alternative formats, step-free access, or a specific communication method), tell me and we will agree reasonable adjustments where possible.

8. Fees, payment, and renewals

Prices are shown at the point of purchase or agreed in writing and are in GBP unless stated otherwise. Payment is taken via Stripe unless we agree another method in writing.

• Subscriptions: if you purchase a subscription, payments repeat each billing period until cancelled.
• One-off plans, document reviews, meeting support, speaking engagements, and training bookings: payment is due in full before delivery unless we agree a payment plan or invoice terms in writing.
• In-person services may involve additional costs such as travel, accommodation, venue access, parking, or other reasonable expenses. Any such costs will be agreed in writing before they are incurred.
• Late payments: I may pause services until payment is received.
• You are responsible for any bank or card charges applied by your provider.

9. Consumer cancellation rights (distance selling)

If you purchase online, by phone, or away from my premises, you normally have a legal right to cancel within 14 days of the contract being made (the "cooling-off period"). This comes from UK consumer law on distance contracts.

If you cancel within the cooling-off period:

• I will refund payments in line with the law and any work already carried out.
• If you ask me to start providing services during the cooling-off period, you may have to pay for the proportion of services provided up to the time you cancel.

If the services are fully performed within the cooling-off period, your right to cancel may be lost if you requested early performance and acknowledged this in advance.

How to cancel: email me at coach@connahanders.com with your name, the service purchased, and a clear statement that you want to cancel.

10. My cancellation and refund policy (in addition to your statutory rights)

I want to be fair and transparent. The following applies unless I state a different policy at the point of purchase or in a written booking agreement:

• Discovery calls: free (if offered) and non-transferable.
• One-off sessions: refundable if cancelled with at least 24 hours notice.
• Packages: once started, package fees are non-refundable except where required by law.
• Subscriptions: you can cancel future renewals at any time. Fees already paid for the current billing period are non-refundable unless required by law.
• Speaking, training, in-person meeting support, or organisation bookings may have separate cancellation terms where agreed in writing, especially where preparation, travel, venue arrangements, or third-party scheduling are involved.

If you cancel because of serious hardship, you can contact me and I may offer a discretionary partial refund or credit, depending on circumstances.

11. Changes to the services

I may update how I deliver the services (for example: platforms, resources, processes, meeting formats, or support methods) to improve quality or for security/reliability reasons. I will not materially reduce what you purchased without offering a suitable alternative or refund where appropriate.

12. Results and guarantees

I cannot guarantee specific results. Outcomes depend on many factors including your health status, adherence, lifestyle, circumstances, the actions of third parties, organisational policies, available evidence, deadlines, and decisions made by schools, colleges, services, organisations, public bodies, or other institutions. I will provide evidence-informed guidance, practical support, and advocacy support within my scope, but you remain responsible for your decisions and actions.

For disability advocacy support, I can help you communicate concerns, prepare for meetings, request adjustments, organise documents, and challenge barriers in a non-legal way. I cannot guarantee that any organisation will agree with you, change a decision, provide a particular adjustment, offer funding, admit liability, apologise, or take any specific action.

13. Health, safety, safeguarding, and suitability

For health, nutrition, and lifestyle coaching, you confirm that, to the best of your knowledge, you are physically and mentally able to take part in coaching. You agree to stop and seek medical advice if you experience symptoms that may indicate a problem (for example: dizziness, fainting, chest pain, or any new or worsening symptoms).

If I have reasonable concerns about risk (for example: suspected eating disorder, unsafe weight-loss practices, medical red flags, safeguarding concerns, serious distress, abuse, neglect, or risk of harm), I may pause or end services and recommend appropriate support.

If I believe there is a serious risk of harm to you, a child, a vulnerable adult, or another person, I may need to share relevant information with an appropriate person, service, or authority, in line with safeguarding and legal responsibilities.

14. Confidentiality

I treat your information as confidential and will not share it except:

• with your consent,
• where you ask me to share information with another person, professional, organisation, school, college, service, or meeting participant as part of advocacy support,
• where I am legally required to do so, or
• where there is a serious risk of harm to you or others, including safeguarding concerns involving a child or vulnerable adult.

For full details of how I handle personal data, see my Privacy Notice.

15. Data protection and special category data

Health, nutrition, lifestyle coaching, disability advocacy, and inclusion support may involve personal data and, in some cases, special category data. This may include health information, disability-related information, access needs, education or service history, correspondence, meeting notes, and other sensitive details you choose to share.

I process personal data in line with UK GDPR and the Data Protection Act 2018, using an appropriate lawful basis and, where needed, an appropriate condition for special category data (for example: explicit consent where required).

You can find more information about what I collect, why, how long I keep it, who I share it with, and your rights in my Privacy Notice.

16. Intellectual property

All materials I provide (for example: documents, templates, meal ideas, frameworks, videos, written content, advocacy preparation materials, speaking materials, training resources, and presentation content) are my intellectual property unless stated otherwise. You may use them for your personal use or internal organisational use only, depending on what you purchased. You must not copy, share, resell, adapt, publish, or deliver them as your own without my written permission.

17. Acceptable use and respectful conduct

You agree not to use my services or platforms to:

• harass, threaten, or abuse anyone,
• request or share unlawful content,
• ask me to misrepresent facts, act dishonestly, impersonate anyone, or provide legal advice or other regulated advice outside my scope, or
• misuse or attempt to disrupt my systems or platforms.

I may end services immediately for serious misconduct.

18. Ending the service relationship

Either of us can end the service relationship.

• You: you can end at any time. Refunds (if any) are handled under sections 9 and 10.
• Me: I may end services with reasonable notice if I believe the service is no longer appropriate, if the matter falls outside my scope, if legal or regulated professional advice is required, if you repeatedly miss sessions, if information provided is misleading or incomplete, if there is a conflict of interest, or if you breach these Terms.

19. Complaints

If you are unhappy, please contact me first so I can try to resolve the issue quickly and fairly: coach@connahanders.com.

If we cannot resolve the issue, you may be able to use Alternative Dispute Resolution (ADR) or make a claim through the courts.

20. Limitation of liability

Nothing in these Terms limits or excludes liability for death or personal injury caused by negligence, fraud, or any liability that cannot be limited under law.

Subject to the above, my liability is limited to the amount you paid for the relevant Services in the 3 months before the event giving rise to the claim (or a different cap if required by law). I am not liable for indirect or consequential losses (for example: loss of profits, loss of business, loss of opportunity, reputational harm, or decisions made by third parties).

I am not responsible for the actions, omissions, decisions, policies, delays, or outcomes of third parties such as schools, colleges, employers, service providers, public bodies, healthcare providers, legal professionals, charities, venues, or other organisations.

21. Force majeure

I am not responsible for delays or failures caused by events beyond my reasonable control (for example: illness, internet outages, platform failures, severe weather, travel disruption, venue issues, third-party cancellation, or other disruptions). Where possible, we will reschedule or provide an alternative arrangement.

22. Changes to these Terms

I may update these Terms from time to time. The version that applies is the version in force at the time you purchase. If changes materially affect ongoing subscriptions or agreed services, I will give notice where appropriate.

23. Governing law and jurisdiction

These Terms are governed by the laws of England and Wales. Any disputes will be handled by the courts of England and Wales, unless mandatory consumer law in your location requires otherwise.

24. Contact

Email: coach@connahanders.com
Phone: 07545775630

Address for notices:
17 Sunleigh Road
Wigan
WN2 2RE

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