SALES TERMS & POLICIES

Last updated: 5 October 2026

DeerHeart is a trading name of Agnieszka Teresa Jelen (“DeerHeart”, “I”, “me”, “my”).

These terms apply when you book or purchase coaching services from DeerHeart.

Services

DeerHeart provides wellness and life coaching services for personal development, behaviour change and general wellbeing.

Coaching is a collaborative process intended to support reflection, goal-setting and positive action. It does not guarantee any particular outcome or result.

DeerHeart coaching is not therapy, counselling, psychotherapy, medical treatment or clinical mental-health treatment.

Professional Scope

I do not diagnose or treat medical or mental-health conditions or provide medical, psychological or clinical advice.

Where an issue falls outside the scope of coaching or my professional competence, I may recommend that you seek support from an appropriately qualified healthcare or other professional.

Crisis Support

DeerHeart is not a crisis or emergency service and coaching is not suitable for urgent mental-health support.

If you are in immediate danger or require urgent medical or mental-health assistance, you should contact the appropriate emergency or healthcare service.

Client Responsibility

Coaching is collaborative. You remain responsible for your own decisions, actions, choices and results.

You are encouraged to raise any concerns or questions about the coaching process with me.

Confidentiality

Information you share during coaching will normally be treated as confidential and handled in accordance with the DeerHeart Privacy Policy.

There may be limited circumstances where information needs to be disclosed where required by law or where disclosure is reasonably necessary in connection with a serious safeguarding concern or immediate risk of serious harm.

Payments

Unless otherwise stated at the time of booking, coaching services must be paid for in full in advance.

Payments may be processed through the payment methods made available during booking.

Delivery

Sessions are delivered online using Google Meet and/or WhatsApp, as appropriate.

You are responsible for having a suitable device, internet connection and private environment where reasonably possible.

Cancellations and Rescheduling

At least 24 hours' notice is required if you wish to reschedule a coaching session.

Where less than 24 hours' notice is given, or you do not attend a booked session, the session may be treated as used and the fee may not be refunded or transferred.

I understand that genuine emergencies and exceptional circumstances can occur and may consider these situations reasonably on a case-by-case basis.

If DeerHeart needs to cancel or reschedule a session, I will offer an alternative appointment or an appropriate refund where necessary.

Your Right to Cancel an Online Purchase

Where you are purchasing DeerHeart services as a consumer online, you may have a legal right to cancel your contract within 14 days of the day the contract is entered into, without giving a reason.

To exercise this right, you must clearly inform DeerHeart that you wish to cancel.

If you ask for coaching services to begin during the 14-day cancellation period, you may be asked to expressly request that the service begins during that period.

If you subsequently exercise your right to cancel after the service has begun at your request, you may be required to pay a proportionate amount for services already provided, where permitted by law.

If a service has been fully performed during the cancellation period following your express request and acknowledgement that your cancellation right will be lost once the service has been fully performed, your right to cancel that service may end.

Nothing in these terms affects any statutory cancellation or consumer rights that apply to you.

Refunds

Outside any applicable statutory cancellation or consumer rights, payments are normally non-refundable once the relevant service has been provided or where a session is missed or cancelled without the required notice.

Nothing in this policy affects your statutory rights, including rights you may have where a service has not been provided with reasonable care and skill.

Ending Coaching

You may choose to end the coaching relationship at any time, subject to these terms regarding booked sessions, cancellations and any applicable statutory rights.

DeerHeart may also end or pause the coaching relationship where continuing coaching would be inappropriate, unsafe, outside the scope of the service or outside my professional competence.

Where appropriate, I may suggest that you seek support from another suitably qualified professional.

Privacy and Personal Information

Personal information is handled in accordance with the DeerHeart Privacy Policy.

This includes information provided through booking and intake forms, communications and relevant coaching records.

Limitation of Liability

Nothing in these terms excludes or limits liability where it would be unlawful to do so or excludes or restricts your statutory consumer rights.

Subject to applicable law, DeerHeart will not be responsible for indirect or consequential losses that were not reasonably foreseeable.

Coaching supports your own reflection and decision-making. You remain responsible for decisions and actions you take as a result of coaching.

Changes to These Terms

These terms may be updated from time to time. The version applicable to your booking will be the version made available to you when you enter into the relevant contract.

Governing Law

These terms are governed by the laws applicable in the part of the United Kingdom in which DeerHeart is established, and nothing in these terms affects any rights you have under applicable consumer law.

Contact

For questions about these terms or your booking, contact:

DeerHeart
Agnieszka Teresa Jelen
Email: aga@deerheart.co.uk