Terms of Service
Effective: 2 September 2025
Contact: leisa@leisareichelt.com
Time zone: Australia/Sydney
Quick summary (not a substitute for the full terms)
- What you’re buying: Professional coaching for people who work in UX research (practitioners, leaders and managers or aspiring leaders/managers), and for product managers/designers tasked with doing research.
- Scope: Coaching focuses on your professional practice, leadership, decision‑making and impact. It is not legal, medical or financial advice, and it is not therapy or counselling.
- Payment & scheduling: Packages are paid upfront. Sessions won’t be scheduled until payment is received.
- Rescheduling & cancellations: Please give 24 hours’ notice. Late cancellations/no‑shows are charged in full (treated as a completed session).
- Refunds: Once purchased, packages are non‑refundable except as required by Australian Consumer Law.
- Confidentiality: I keep your information private with limited exceptions (see Section 8).
- Recordings: Sessions are not recorded unless you request recording in writing and we both agree.
- Law & venue: These terms are governed by the laws of New South Wales, Australia.
1) Accepting these terms
By booking, paying for, or attending any session, program, or workshop (the Services), you agree to these Terms of Service (the Terms). If you’re booking on behalf of someone else (for example, an employee), you confirm you’re authorised and you’ll ensure they comply with these Terms.
2) What the coaching relationship is (and isn’t)
Coaching is a structured, forward‑looking, professional conversation designed to clarify goals, strengthen practice, support leadership and improve outcomes in your work. Coaching is not therapy, counselling, medical care, legal or financial advice, HR advice, or a regulated health service. You remain responsible for your decisions and actions.
3) Services, packages and inclusions
Details of inclusions, duration and price are listed in your Quotation and Invoice. I may make reasonable changes to delivery (for example, switch to online, change platforms or reschedule for unforeseen events). Any material change to inclusions or price will be agreed with you in writing first.
4) Your responsibilities
You agree to:
- arrive on time, prepared and free from avoidable distractions;
- complete agreed actions between sessions; and
- behave respectfully toward me and (if applicable) any group participants.
You are responsible for your choices and outcomes. Coaching supports your professional judgment; it does not replace it.
5) My responsibilities
I’ll provide a professional, psychologically safe environment, use evidence‑informed coaching practices, and keep your information private as set out in Section 8. I may keep minimal notes to support the coaching process.
6) Payment, scheduling and cancellations
- Upfront payment: You agree to pay the full fee upfront for the agreed Package. Sessions are not scheduled until payment is received.
- Scheduling: We’ll schedule sessions based on mutual availability once payment is received. If payment becomes overdue for any reason (for example, a failed card on a subscription), Services may be paused until paid.
- Rescheduling by you: Please give at least 24 hours’ notice via email (leisa@leisareichelt.com) or by using the scheduling link. Sessions rescheduled with less than 24 hours’ notice are charged in full (treated as a completed session).
- No‑shows & lateness: If you do not attend or are more than 15 minutes late, the session may be treated as used and charged in full. Sessions finish at the scheduled time.
- Rescheduling by me: If I need to reschedule, I’ll offer a reasonable alternative time. If we can’t find one, I’ll credit you for that session.
7) Refunds
Except as required by the Australian Consumer Law (ACL), all sales are final once you purchase or commence a Package/session. Late cancellations or no‑shows are treated as completed sessions. For minor issues, I may re‑supply or credit at my discretion, consistent with the ACL.
8) Confidentiality and privacy
- Professional confidentiality: I keep what you share in coaching confidential, except where disclosure is required by law, to prevent or address serious harm, to obtain professional supervision/insurance advice on a ‘need‑to‑know’ basis, or to manage administration (e.g. accounting).
- Employer‑funded coaching: If your employer funds the coaching, I won’t share coaching content with them unless you consent in writing to specific information being shared (for example, high‑level progress updates).
- Group coaching/workshops: I’ll request that all participants respect confidentiality, but I cannot guarantee what others may share outside the session. Please share accordingly.
- Data handling: I collect and store only what’s needed to deliver the Services (e.g., contact details, bookings and minimal coaching notes). I apply reasonable safeguards and retain information only as long as needed or required by law. See my Privacy Policy for more detail.
Current third‑party service providers: Google Workspace (email & productivity), Calendly (scheduling), Zoom (video conferencing), Hnry (we do not store card/bank details), Cloudflare (website hosting/CDN), Cloudflare (analytics).
9) Recordings and notes
- Recordings: Sessions are not recorded unless you request this in writing and I agree. If a recording is agreed, we’ll confirm (in writing) storage, access and deletion arrangements before recording.
- Notes: I may keep minimal notes to support continuity. Unless law requires a longer period, notes are retained for up to 7 years after the end of our engagement, after which they are deleted or de‑identified. Financial records (such as invoices) may be kept for at least 5 years to meet tax obligations.
10) Intellectual property and fair use
Any materials I provide (for example, worksheets, frameworks, slides) are my intellectual property. I grant you a personal licence to use them for your own professional development. You must not copy, share or use them to train or coach others unless I give written permission.
11) Testimonials and logos
If you provide a testimonial, you allow me to use it (with your name and role or an agreed identifier) for marketing. You can withdraw permission later by emailing leisa@leisareichelt.com, and I’ll stop using it in new materials. Using a company logo requires separate written permission.
12) No guarantees
I’ll bring my best to our work, but I don’t guarantee specific outcomes. Your progress depends on your context and follow‑through.
13) Accessibility and safety
Please tell me about accessibility requirements in advance so I can make reasonable adjustments. If I believe coaching is not appropriate at a given time (for example, significant safety concerns), I may pause or end Services and refer you to other support options.
14) Termination
Either of us may end the coaching relationship at any time by written notice. Packages are prepaid and non‑refundable except as required by the ACL. If you terminate before using all sessions, there is no refund for unused sessions. If I terminate without cause, I will refund the unused, prepaid portion of your package.
15) Liability and Consumer Law
Nothing in these Terms limits your non‑excludable rights under the ACL. To the extent permitted by law, my total liability for any claim relating to the Services is limited to re‑supplying the Services or paying the cost of re‑supply. I’m not liable for indirect or consequential loss.
16) Indemnity
You agree to indemnify me for losses arising from your unlawful use of the Services or breach of these Terms, except to the extent I caused or contributed to those losses.
17) Force majeure
If events outside my reasonable control occur (for example, illness, power or internet outages, natural disasters), I may suspend or adjust delivery and will reschedule where possible.
18) Dispute resolution
We’ll try to resolve concerns informally first. If needed, either of us may request mediation (for example, via the Resolution Institute). Court proceedings may begin if the dispute isn’t resolved within 14 days of mediation.
19) General
- Entire agreement: These Terms plus your accepted quotation and paid invoice are our entire agreement.
- Changes: I may update these Terms by posting a new version on my website and/or emailing you. Changes apply to new bookings and renewals; material changes during an active engagement will be discussed with you.
- Assignment: Neither party may transfer this agreement without the other’s consent (not to be unreasonably withheld).
- Severability/waiver: If a clause is unenforceable, the rest still applies. No waiver is effective unless in writing.
20) Governing law
These Terms are governed by the laws of New South Wales, Australia, and the parties submit to the exclusive jurisdiction of its courts.