Terms of Service

Please read these Terms of Service ("Terms") carefully. They govern your access to and use of the Coach Connector website, apps, and related services (together, the "Platform"), operated by UK College of Personal Development Ltd. (trading as "Coach Connector", "we", "us", "our").

By creating an account, browsing coach listings, booking a session, or otherwise using the Platform, you agree to be bound by these Terms. If you do not agree, do not use the Platform.

1. What Coach Connector Is

Coach Connector is an online marketplace that connects individuals seeking coaching ("Clients") with independent coaches who list their services on the Platform ("Coaches"), across categories such as life, career, business, health, executive, and leadership coaching.

Coach Connector is a booking and payments marketplace, not a coaching provider. We do not employ Coaches, and we do not supervise, direct, or control how a Coach delivers a session. Coaches are independent, self-employed professionals (or independent businesses) responsible for their own qualifications, methods, advice, and conduct. Nothing in these Terms creates an employment, agency, partnership, or joint-venture relationship between Coach Connector and any Coach or Client.

We facilitate:

• Discovery of Coaches through search, filtering, and a guided matching tool;
• Booking of single sessions and multi-session packages;
• Secure payment processing and payout to Coaches (via Stripe Connect);
• Optional video-call links (Zoom™, Google Meet™, or Microsoft Teams™, as connected by the Coach) and optional calendar sync (Google Calendar™ or Outlook);
• A review system so Clients can share feedback on completed sessions.

We do not record, store, or transcribe coaching sessions. Video sessions take place directly between Coach and Client using the video provider the Coach has connected; Coach Connector is not a party to that call and has no access to its content.

2. Eligibility and Accounts

2.1 Who can use the Platform

You must be at least 18 years old and able to form a binding contract to create an account. By registering, you confirm this is true.

2.2 Account types

• Client accounts are required before you can book a session, purchase a package, or contact a Coach through the booking flow. You may browse public coach profiles without an account.
• Coach accounts require you to complete a profile, optionally submit a document to verify a listed qualification, connect a Stripe account for payouts, and be approved by Coach Connector before your listing goes live and becomes bookable (see Section 5).

2.3 Accuracy and security

You agree to provide accurate information, keep it up to date, and keep your login credentials confidential. You are responsible for all activity under your account. Tell us immediately if you suspect unauthorised use.

2.4 Suspension and termination

We may suspend or terminate any account that violates these Terms, misrepresents qualifications or memberships, engages in fraudulent payment activity, or otherwise poses a risk to the Platform, other users, or Coach Connector. Coaches may also have their listing suspended pending review of a complaint or a qualification concern.

3. Coach Listings, Qualifications, and Verification

3.1 Self-declared information

A Coach's category and specialisms are self-declared and do not require prior proof to appear on their profile. The same applies to professional memberships a Coach lists (e.g. accrediting-body membership) — these are always self-declared, never require a supporting document, and are never reviewed or approved by Coach Connector.

3.2 Qualifications and optional verification

A Coach may self-list a qualification, which appears on their profile immediately with no proof required. A Coach may additionally choose to submit a document to verify a listed qualification; Coach Connector (or its administrators) reviews that submission and may approve, reject, or request further information before displaying a "Verified" badge next to it. Approval of a qualification verification reflects that a document was submitted and reviewed for plausibility — it is not a guarantee, warranty, or independent verification by Coach Connector of a Coach's qualifications, licensing status, or professional standing. Clients should satisfy themselves as to a Coach's suitability before booking, particularly for matters involving health, medical, financial, legal, or mental health topics.

3.3 No professional advice from Coach Connector

Coach Connector does not provide coaching, medical, mental health, legal, or financial advice. Any guidance a Coach gives during a session is the Coach's own, and Coach Connector is not responsible for its content, accuracy, or outcome. Coaching is not a substitute for medical or mental health treatment. If you are in crisis or experiencing a medical emergency, contact emergency services or another appropriate professional directly — not through the Platform.

4. Bookings, Sessions, and Cancellations

4.1 Booking a session

Clients book by selecting a Coach's session type, choosing an available slot from the Coach's real-time calendar, and completing payment. A booking is confirmed once payment succeeds; you'll receive a confirmation with any video link generated for the session.

4.2 Packages and credits

Where a Coach offers a package (a bundle of sessions at a set price), purchasing a package creates session credits tied to that Coach. Credits have no cash value, are not refundable for cash, do not expire or roll over except as stated on the package at time of purchase, and can only be redeemed with the Coach they were purchased from.

4.3 Rescheduling and cancellation

Cancellation and rescheduling policies (notice periods, fees, and refund eligibility) are a matter between Coach and Client and may vary by Coach or session type. Where no Coach-specific policy is stated, sessions cancelled by a Client with less than 24 hours' notice may not be eligible for a refund or credit, at the Coach's discretion. Coach Connector will not typically issue a refund of the platform fee once a session has been paid for and delivered as booked.

4.4 No-shows and disputes

If a Coach does not attend a confirmed session, contact us so we can review the booking record and, where appropriate, facilitate a refund or rescheduled credit. We are not obligated to arbitrate every disagreement between Coach and Client but may use our discretion to help resolve payment-related disputes.

4.5 Video calls and technology

Sessions are conducted using the video provider the Coach has connected (Zoom, Google Meet, or Microsoft Teams). Coach Connector is not responsible for the availability, quality, or security of third-party video or calendar services. We do not record or transcribe sessions, and we have no ability to access session content.

5. Payments, Fees, and Payouts

5.1 Payment processing

All payments are processed by Stripe. Coach Connector does not store your full card details. By making a payment you also agree to Stripe's own terms as applicable to Stripe's services.

5.2 Platform fee

Coach Connector charges a platform fee of 10% on each single-session and package payment, deducted before funds are transferred to the Coach's connected Stripe account. The price a Client sees at checkout is the total amount charged; the fee is not added on top.

5.3 Payouts to Coaches

Coaches receive payouts to their own connected Stripe account, subject to Stripe's standard payout schedule and any verification Stripe requires to enable payouts. Coach Connector does not hold Coach funds beyond the processing needed to route payment.

5.4 Currency

Prices are set by each Coach in their chosen payout currency. Currency conversion, where applicable, is handled by Stripe or your card issuer and may involve additional charges outside our control.

5.5 Saved payment methods

If you save a card for future bookings, it is stored securely by Stripe, not by Coach Connector. You can remove saved cards from your Client dashboard at any time.

5.6 Taxes

Coaches are responsible for determining and remitting any taxes applicable to their earnings. Coach Connector does not act as a Coach's tax or accounting agent.

6. Reviews

After a session is marked completed, Clients may leave a rating and written review. Reviews are subject to approval by the Coach they concern before they appear publicly; a Coach may decline to publish a review but may not edit its wording. Reviews must reflect a genuine experience with that Coach — we may remove reviews that are fake, abusive, off-topic, or that disclose another person's private information.

7. Acceptable Use

You agree not to:

• Impersonate any person or misrepresent your qualifications, identity, or affiliation;
• Attempt to take a booking, payment, or communication off-Platform in order to avoid the platform fee, once a booking relationship has begun through Coach Connector;
• Upload a false or fraudulent qualification verification document, or misrepresent a professional membership;
• Use the Platform to harass, threaten, or discriminate against another user;
• Scrape, reverse-engineer, or interfere with the Platform's normal operation;
• Use the Platform for any unlawful purpose.

We may remove content, suspend accounts, or report conduct to relevant authorities where we reasonably believe these Terms or the law have been broken.

8. Intellectual Property

The Platform's design, software, and branding belong to Coach Connector or our licensors. Coaches retain ownership of their own profile content (bio, photos, credentials) but grant us a licence to display it on the Platform and in reasonable marketing of the Platform for as long as their listing is active.

9. Disclaimers and Limitation of Liability

To the fullest extent permitted by law:

• The Platform is provided "as is." We do not warrant that it will be uninterrupted, error-free, or that any Coach's advice or conduct will meet any particular standard.
• Coach Connector is not liable for the acts, omissions, advice, or conduct of any Coach or Client, or for any outcome of a coaching relationship.
• Our total liability to you arising from these Terms or your use of the Platform is limited to the total platform fees we received in connection with the booking(s) giving rise to the claim in the twelve (12) months before the claim arose.
• Nothing in these Terms excludes or limits liability that cannot lawfully be excluded or limited, including liability for death or personal injury caused by our negligence, or for fraud.

10. Indemnity

You agree to indemnify Coach Connector against claims, losses, and reasonable costs arising from your breach of these Terms, your misuse of the Platform, or (for Coaches) the coaching services you provide.

11. Changes to These Terms

We may update these Terms from time to time. We'll post the updated version with a new "last updated" date, and where changes are material we'll make reasonable efforts to notify account holders. Continued use of the Platform after changes take effect means you accept the updated Terms.

12. Governing Law

These Terms are governed by the laws of England and Wales, and any dispute not resolved informally will be subject to the exclusive jurisdiction of the courts of England and Wales.

13. Contact

Questions about these Terms can be sent to info@ukcpd.co.uk.

14. Trademarks

Google Meet™, Google Calendar™, Zoom™, and Microsoft Teams™ are trademarks of their respective owners.