Terms and conditions

Effective date: 14 March 2026

These terms apply to coaching and related non-clinical services provided through Rikta Coaching, operated by Riktningskliniken AB.

By booking, purchasing, or attending a session, you agree to these terms.

1. What these terms cover

These terms apply to:

  • one-to-one coaching sessions;
  • coaching packages and programmes;
  • parent coaching;
  • workplace or Access to Work coaching;
  • consultation calls and other paid non-clinical sessions.

These terms do not replace any separate clinical terms that may apply to psychiatric assessment, diagnosis, medication, or other regulated healthcare services.

2. Eligibility, adults, and bookings for children or teenagers

If you are 18 or over, you may book services for yourself.

If coaching is booked for a person under 18, the booking must be made or authorised by a parent or legal guardian with authority to do so.

The parent or guardian is responsible for:

  • giving accurate information at the point of booking;
  • accepting these terms on the young person’s behalf where legally required;
  • making sure the young person is able to attend;
  • paying all fees unless we have agreed a different payer in writing;
  • acting as the main contact for administrative matters unless we agree otherwise.

We may decide that some services for children or teenagers require parent or guardian involvement as a condition of the service.

2. What coaching is, and what coaching is not

Our coaching is a practical, non-clinical service.

Coaching may include:

  • planning and prioritisation;
  • organisation and follow-through;
  • routines, structure, and accountability;
  • study or workplace systems;
  • communication and practical self-management;
  • support in applying strategies in day-to-day life.

Coaching is not therapy, psychotherapy, counselling, trauma treatment, psychiatric treatment, crisis care, or emergency support.

Coaching does not:

  • diagnose mental health or neurodevelopmental conditions;
  • provide psychotherapy or counselling;
  • replace medical, psychiatric, or therapeutic care;
  • provide emergency safeguarding or crisis intervention.

If you need therapy, psychiatric care, crisis support, or another clinical service, coaching is not the correct service and we may pause, refuse, or end coaching and ask you to seek more appropriate support.

We may also refuse complaints that are based only on the fact that coaching did not provide therapy, counselling, diagnosis, medical advice, or another service that was never part of the coaching agreement.

4. Booking and attendance

When you book a session, you are reserving that time with a coach and agreeing to attend the session at the scheduled time.

You are responsible for:

  • attending on time;
  • ensuring that your phone, internet connection, device, and meeting link are working if the session is remote;
  • being in a suitable place to take part in the session;
  • giving accurate contact details so we can reach you if needed.

If you do not attend, are unavailable, or cannot be reached at the agreed start time, and we are ready to provide the session, the session will be treated as a no-show or late cancellation.

No-shows and late cancellations are chargeable in full.

If you arrive late, the session may still end at the original scheduled time. Time lost because you are late does not have to be made up, and the full session fee remains payable.

If a remote session cannot proceed because of problems on your side, including device failure, internet failure, or being in an environment where the session cannot reasonably continue, we may treat that as attended time, a late cancellation, or a no-show depending on the circumstances.

5. Cancellation and rescheduling

If you need to cancel or move a session, you must give at least 24 hours’ notice in writing or through the booking method we have agreed.

If you give at least 24 hours’ notice, we will usually reschedule the session or, where appropriate, apply the fee to a later booking.

If you give less than 24 hours’ notice, or you do not attend, the full fee for that session remains payable.

This is because the session time has been reserved for you and usually cannot be filled at short notice.

6. Fees, payment, and disputes over payment

Fees are due as stated at the point of booking, on invoice, or under the programme terms agreed with you.

Unless we agree otherwise in writing:

  • single sessions must be paid before the session takes place;
  • packages and programmes must be paid according to the payment plan or invoice timetable issued;
  • unpaid fees remain due even if you later decide not to continue.

If a package or programme is sold for a defined number of sessions, those sessions must usually be used within the time period we specify at the time of booking or, if no period is specified, within 6 months of purchase. Unused sessions may expire after that point unless we agree otherwise in writing.

If a session takes place and the booked coaching service is substantially delivered, payment remains due.

That is still the case even if:

  • you are disappointed with the outcome;
  • you hoped for therapy rather than coaching;
  • you do not implement the advice or strategies discussed;
  • progress is slower than you expected.

If you believe a session was materially defective, not delivered at all, or delivered in a way that clearly fell below the service booked, you must tell us in writing within 7 days and explain the problem clearly. We will review the complaint fairly and decide whether a repeat session, credit, partial refund, or full refund is appropriate.

Chargebacks, payment reversals, or payment disputes must not be used as a substitute for the complaints procedure where the session was booked and substantially delivered. We reserve the right to challenge unjustified chargebacks and to recover unpaid sums.

Where a third party funds or contributes to the service, including an employer, Access to Work, or another organisation, that funding arrangement does not remove your obligations under these terms unless we expressly agree otherwise in writing.

7. Third-party funders, employers, and Access to Work

Some coaching is paid for or supported by a third party, including:

  • an employer;
  • Access to Work;
  • a school, college, or university;
  • a parent, guardian, or family member.

Where a third party is involved, we may need to exchange limited administrative information relevant to the arrangement, such as:

  • whether a session was booked or attended;
  • invoice and payment information;
  • the number of sessions used or remaining;
  • basic scheduling information.

Unless we agree otherwise in writing, we do not provide full coaching content, private session discussions, or detailed personal disclosures to a third-party payer merely because they are paying.

If a third-party payer stops paying, delays payment, or refuses payment, we may pause services until the position is resolved.

8. Cooling-off rights for online bookings

If you buy services online or at a distance as a consumer, you usually have a 14-day cancellation right under the Consumer Contracts Regulations.

If you ask us to start the service during that 14-day period, and we do so, you agree that:

  • we may begin work before the cooling-off period ends;
  • you must pay for any services already supplied up to the date of cancellation;
  • once a session or programme has been fully delivered, the fee for that part remains payable.

To cancel within the cooling-off period, email info@riktacoaching.com with your name, the service booked, the booking date, and a clear statement that you want to cancel.

9. Coaching suitability and our right to pause or end services

We may refuse, pause, or end coaching if:

  • coaching is not clinically or practically appropriate for your situation;
  • you need therapy, crisis support, safeguarding intervention, or another service that we do not provide;
  • you do not attend repeatedly;
  • fees remain unpaid;
  • you behave abusively, threateningly, or in a way that makes continued work unreasonable;
  • the coaching relationship is no longer workable or no longer likely to be useful.

If we end services for suitability reasons, we will usually explain why and, where appropriate, suggest a more suitable route.

10. Boundaries, safety, and emergencies

Coaching is not an emergency service.

You must not rely on coaching for urgent mental health support, crisis response, or safeguarding intervention. If there is an immediate risk to you or anyone else, you should contact emergency services, a crisis line, your GP, NHS 111, or another appropriate urgent support service.

We may break normal confidentiality where we reasonably believe it is necessary to reduce a serious risk of harm, respond to a safeguarding issue, or comply with a legal obligation.

11. No guarantee of outcome

We do not guarantee a specific result, diagnosis, exam result, employment outcome, funding decision, or behavioural change.

Coaching is a collaborative service. Results depend on many factors, including your participation, your circumstances, the suitability of coaching for your needs, and whether the issues involved are actually coaching issues rather than therapeutic or medical ones.

12. Confidentiality and data protection

We handle personal data in line with our Privacy Policy.

You should not use coaching as a channel for emergency disclosures or urgent risk situations. If there is a serious safety concern, or if we are legally required to do so, we may disclose information where necessary to protect you or others or to comply with the law.

13. Recording sessions and use of materials

You must not record sessions without our express written agreement in advance.

If recording is agreed, the permission is limited to the agreed purpose only and does not transfer ownership or wider reuse rights.

14. Intellectual property

Any worksheets, frameworks, templates, written materials, recordings, or resources we provide remain our intellectual property unless we state otherwise in writing.

You may use them for your own personal or internal business use only. You must not resell, publish, share commercially, or reproduce them widely without our written permission.

15. Complaints

If you are unhappy with the service, email info@riktacoaching.com as soon as possible with:

  • your name;
  • the date of the session or service;
  • what happened;
  • what outcome you are seeking.

We will review complaints fairly and respond within a reasonable time.

If the complaint is about the fact that you wanted therapy, counselling, or another clinical service, we will assess the complaint by reference to the service actually booked, which is coaching unless expressly stated otherwise in writing.

16. Changes to services or terms

We may update our services, prices, processes, and terms from time to time.

The latest version of the terms will be published on this page. The terms in force at the time of booking will usually apply to that booking unless a change is required by law or we notify you otherwise.

17. Governing law

These terms are governed by the laws of England and Wales.

18. Contact details

Riktningskliniken AB trading as Rikta Coaching
Email: info@riktacoaching.com