1. Introduction

This Agreement sets forth the Terms and Conditions for services provided by Lilly Nicolosi (hereinafter "the Practitioner") to you, the client (hereinafter "the Client"). Its purpose is to outline the scope of services and the mutual expectations of both parties in a clear and professional manner. By engaging the Practitioner’s services, the Client acknowledges and agrees to the following terms.

2. Cancellation & Refund Policy

Client Cancellations: To reschedule or cancel an appointment, the Client must provide at least 48 hours notice before the scheduled session. Cancellations or rescheduling requests made with sufficient notice will be accommodated whenever possible. If the Client cancels a session with more than 48 hours notice, any pre-paid fee for that session can be applied as credit according to the Practitioner’s policy.
Late Cancellations & No-Shows: Cancellations made with less than 48 hours notice, or failure to attend a scheduled session (no-show), may result in the Client being charged the full session fee. In such cases, no refund will be issued for payments already made, and any outstanding fees for the missed session will remain due.
Rescheduling: If proper notice is given, the Practitioner will make reasonable efforts to reschedule the session at a mutually convenient time. Repeated rescheduling requests or cancellations may result in the Practitioner re-evaluating future scheduling or terminating the service agreement.
Practitioner Cancellations: In the event the Practitioner needs to cancel or reschedule a session (due to illness, emergency, or other unforeseen circumstances), the Client will be notified as soon as possible. The Practitioner will offer an alternative appointment time. If rescheduling is not possible, any fee already paid for the canceled session will be refunded in full or applied to a future session, per the Client’s preference.
Refunds: Refund eligibility for packages or prepaid services will be handled on a case-by-case basis. If the Client has purchased a bundle or program and wishes to terminate it early, the Practitioner’s [refund policy, e.g., prorated refund for unused sessions or no refund] will apply. The Practitioner will clearly communicate whether any part of the fees is refundable. Aside from what is outlined in this policy, all sales are final, and the Client is responsible for full payment of agreed fees.

3. Cancellation & Refund Policy for Classes & Events

Client Cancellations:
Clients wishing to cancel their place in a class or event must provide a minimum of 2 days notice prior to the scheduled start time. Cancellations made with sufficient notice may be eligible for a full refund or credit towards a future class or event, in accordance with the Practitioner’s policy.

Late Cancellations & No-Shows:
Cancellations made with less than 2 days notice, or failure to attend a class or event without prior notification (‘no-show’), will result in the loss of any fees paid. No refunds or credits will be issued in these cases.

Practitioner Cancellations:
In the unlikely event that the Practitioner must cancel a class or event due to unforeseen circumstances, Clients will be offered the choice of a full refund or the option to transfer their booking to a future date.

Refunds:
Refunds for multi-session courses, event packages, or special programmes will be considered on a case-by-case basis. Where a refund is granted, it may be subject to a deduction for any classes or events already attended. Except where specified, all sales are final, and Clients are responsible for full payment of booked classes or events.

4. Confidentiality

The Practitioner is committed to protecting the Client’s privacy and confidential information. All personal information, discussions, and records shared during sessions will remain confidential. This means the Practitioner will not disclose any identifiable information about the Client to any third party without the Client’s explicit consent.

Exceptions to confidentiality apply only in rare circumstances required by law or ethical duty – for example, if the Practitioner is compelled by a court order, or if the Client indicates intent to harm themselves or others, or in cases of abuse that the law requires to be reported. In such situations, the Practitioner will limit the disclosure to only what is necessary and, when feasible, inform the Client of the need to disclose.

The Practitioner maintains any session notes or client records in a secure manner (protected by passwords or locked files, as appropriate). The Client’s contact details and personal data are handled in compliance with applicable data protection laws, UK & EU GDPR or relevant privacy regulations. By agreeing to these terms, the Client also agrees to respect the Practitioner’s privacy and not share any confidential details about the Practitioner or other clients. Confidentiality is a cornerstone of the trust in the coach-client/therapist-client relationship and will be strictly upheld by the Practitioner.

5. Liability Disclaimer

Results Not Guaranteed: The Client understands that the Practitioner’s services (coaching, healing, nutritional guidance, therapy, etc.) are intended to assist in personal development and well-being, but no specific outcomes or results are guaranteed. Progress depends on many factors including the Client’s own effort, participation, and circumstances. The Practitioner makes no warranties or representations, express or implied, about the results of the services.

Not Medical or Emergency Services: Unless expressly stated and qualified, the Practitioner’s services are not a substitute for professional medical advice, diagnosis, or treatment. The Client should consult a physician or licensed healthcare provider for any medical or mental health concerns. Any suggestions or guidance provided by the Practitioner are for the purpose of supporting well-being and are to be implemented at the Client’s discretion. The Client agrees that they will not disregard medical advice or delay seeking it because of any consultation with the Practitioner. If the Practitioner is a licensed professional (such as a therapist or nutritionist), their guidance is given according to their scope of practice, but this clause still applies to clarify that ultimate responsibility for decisions lies with the Client.

Limitation of Liability: To the fullest extent permitted by law, the Practitioner shall not be liable for any indirect, incidental, consequential, or special damages arising out of or in connection with the services provided. This includes, but is not limited to, loss of income, personal injury, or emotional distress that might result from the Client’s use of the services or from participation in recommended activities. The Client agrees that the Practitioner’s total liability for any claim arising from this agreement or the services shall not exceed the amount the Client has paid to the Practitioner for the services in question.

Client’s Responsibility for Decisions: The Client acknowledges that they are responsible for their own life and decisions. The Practitioner will provide guidance, support, and possibly recommendations, but any choices and actions the Client takes – including implementing advice or making lifestyle changes – are solely the Client’s responsibility. The Practitioner is not liable for the outcomes of decisions that the Client makes based on the sessions or any information provided. By engaging in the Practitioner’s services, the Client releases the Practitioner from any liability for outcomes that deviate from the Client’s expectations, except in cases of gross negligence or willful misconduct by the Practitioner.

6. Client Responsibilities

For the coaching/healing/nutritional/therapeutic process to be effective, the Client plays an active role. By entering into this agreement, the Client agrees to the following responsibilities:

Honest Communication: Provide accurate, truthful, and complete information about your circumstances, health history, and needs so the Practitioner can tailor the services effectively. Be open and honest in all communications, and promptly inform the Practitioner of any concerns, changes, or relevant updates (for example, changes in health, schedule, or goals).
Active Participation: Commit to the process by actively engaging in sessions and any recommended exercises or homework. This includes completing any agreed-upon assignments or practice exercises between sessions and taking responsibility for applying the Practitioner’s guidance in your daily life. The Client acknowledges that personal effort and follow-through are essential for progress.
Timeliness and Attendance: Be punctual for all scheduled sessions. If a session is remote, ensure you have a suitable environment (quiet, private, and free from distractions) and log in on time. If an emergency or conflict arises that affects your ability to attend a session, notify the Practitioner as soon as possible in line with the Cancellation Policy (Section 3). Repeated lateness or missed appointments without proper notice may result in the Practitioner reassessing the continuity of services.
Respect and Conduct: Maintain respectful communication and behavior throughout the professional relationship. The Client is expected to be courteous and refrain from any form of harassment, discrimination, or inappropriate conduct towards the Practitioner. Both parties agree to uphold a safe, respectful environment for the sessions. If the Client ever feels uncomfortable or has boundaries to communicate, they agree to inform the Practitioner so that adjustments can be made.
Personal Responsibility for Health: Consult your healthcare provider when necessary. Especially for nutrition or wellness coaching, the Client should seek medical clearance if they have any medical conditions before implementing diet, exercise, or lifestyle changes. The Client is responsible for listening to their body and using their judgment; if any recommendation from the Practitioner causes discomfort or adverse effects, the Client should stop immediately and inform the Practitioner.
Feedback and Questions: Communicate any questions or need for clarification about the process or any exercises. If something is not working well for the Client, or if they require additional support, they should inform the Practitioner. Feedback is encouraged so the Practitioner can adjust the approach if necessary.

By fulfilling these responsibilities, the Client helps create a productive partnership and maximizes the benefits of the Practitioner’s services. Failure by the Client to uphold these responsibilities may impact the effectiveness of the services and, if severe (for example, persistent non-compliance or misconduct), may result in termination of the agreement by the Practitioner.

7. Amendments & Governing Law

Amendments to Terms: The Practitioner may update or modify these Terms and Conditions as needed to reflect changes in policies, laws, or services. Any changes will be communicated to the Client in writing, either by email, an updated document provided before a new session, or via a notice on the Practitioner’s website/ZenPass profile. The Client will have the opportunity to review any revised terms. Continued use of the Practitioner’s services after being informed of changes constitutes acceptance of the new Terms. If the Client does not agree to the updated Terms, they should notify the Practitioner in writing; this may result in discontinuation of services if a mutual agreement on terms cannot be reached.
Governing Law: This Agreement shall be governed by and construed in accordance with the laws of United Kingdom. Both the Practitioner and the Client agree that any disputes arising from or relating to this Agreement or the services provided shall be subject to the jurisdiction of the courts of the United Kingdom, unless otherwise required by consumer protection laws or agreed through an alternative dispute resolution process.
Dispute Resolution: In the event of a dispute, both parties agree to attempt good faith negotiation to resolve the issue amicably. If a resolution cannot be reached through direct discussion, the parties may consider mediation or arbitration as alternatives before pursuing legal action, although this clause does not restrict either party’s right to seek remedies in a court of law within the governing jurisdiction.

Acceptance: By using the Practitioner’s services, the Client acknowledges that they have read, understood, and agree to all the terms outlined in this Agreement. The Client consents to these Terms & Conditions voluntarily and with the intent to be legally bound. The Practitioner and the Client each retain a copy of this Agreement for their records.

Lilly

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