Terms and Conditions

Naturally Lottie is the trading name of Lottie, a sole trader registered in England. You can contact me about anything in these terms from the contact page.

• A free 15 minute discovery call, booked through my online calendar.
• The Inner Work: a single 60 minute coaching session by video, with a week of WhatsApp support afterwards.
• The Deeper Work: six one to one coaching calls over 6 to 12 weeks, with WhatsApp support throughout.
• Occasional self-guided resources and workshops, offered from time to time.

Coaching is a collaborative process. You remain responsible for the decisions you make and the actions you take, and coaching is not a substitute for your own judgement.

Coaching is not therapy, counselling, medical treatment or legal or financial advice, and it is not a substitute for any of them. I am a trauma-aware coach, not a healthcare professional, and I do not diagnose or treat any condition.

If you are struggling with your mental health or you are in crisis, please contact your GP, call NHS 111, or in an emergency call 999. You can also call the Samaritans free at any time on 116 123. I will always be honest with you if I think something belongs with a therapist or another professional, and I am glad to work alongside one.

Prices are shown when you book. Sessions are booked through my online calendar, and your place is confirmed once payment has been made. Payment is taken by card through Stripe, or by bank transfer against an invoice where we have agreed that in advance.

Where a payment plan has been agreed for The Deeper Work, each instalment is due on the date agreed in your plan. All prices are in pounds sterling and include any VAT due.

Life with a sensitive nervous system is not linear, so sessions can be moved. If you give me at least 48 hours notice, we will simply reschedule at no cost. If you need to change a session with less than 48 hours notice, the session fee is retained, because the time was held for you alone.

If I ever need to move a session, I will give you as much notice as I can and we will find a new time that suits you. If you decide to end The Deeper Work early, we will talk it through together. Fees for sessions already delivered remain payable, and any instalments for work already delivered remain due.

If you buy a session online, consumer law normally gives you 14 days to cancel for a full refund. By booking a session for a date within those 14 days, you are asking me to begin the service straight away. You accept that once the session has taken place, the service has been fully performed and no refund is due.

Online, self-led purchases such as courses, recorded sessions and other digital products are non-refundable. Access to these is granted immediately, so by buying one you are asking me to release the content straight away, and you accept that your 14 day cooling off period ends the moment access begins. Once access has been granted there is no refund, for any reason. Nothing in this section affects your statutory rights.

If you change your mind before your session has taken place, contact me and we will sort it out fairly. Free discovery calls can be cancelled or moved at any time.

What you share in our sessions stays between us. I will never share your name or your story with anyone. The only exceptions are where I believe there is a serious risk of harm to you or someone else, where I am required by law, or where I discuss work anonymously in supervision or mentoring, so that I can keep my practice safe and good.

I keep brief, factual notes of our work together. You can ask to see them at any time.

WhatsApp support is a space to land between sessions. It is included only where it has been agreed as part of your purchase or package, and is not automatic. Where it is agreed, messages are answered between 10am and 4pm, Monday to Friday, and I reply within 24 working hours. WhatsApp support completes 5 days after your last session, unless we have agreed otherwise in writing.

It is not an emergency or crisis service, and it is not monitored around the clock or outside those hours. If something urgent is happening, please use the crisis contacts in section 3.

My responsibilities

• Hold our time properly. Sessions start and finish when we agreed, and I arrive having thought about what we have already uncovered.
• Listen without judgement, and without assuming I know your life better than you do.
• Keep what you share between us private, with the small number of limits set out in section 7.
• Say honestly when I think something is not working, and admit it when I have got something wrong.
• Point you towards someone better placed than me whenever the support you need is not coaching.

Your responsibilities

• Arrive to our sessions on time, somewhere you can speak freely.
• Tell me what is true for you, including when something I have offered has missed the mark.
• Look after your own decisions, actions and wellbeing in the days between us.
• Meet me with the same respect and kindness you would want from me.

I would rather our work feel equal than formal. If respect breaks down on either side I may bring it to an end, and I would always say so clearly rather than quietly. If I end it for a reason that is not your fault, any payment for a session not yet delivered comes back to you.

Coaching asks a great deal of you, and what you get out of it depends on what you bring. I do not promise specific outcomes, and no responsible coach can. What I promise is my full attention, honest reflection and a practice shaped around you.

Worksheets, recordings, reflections and anything else I create for you are for your personal use only. Please do not copy, share or resell them.

I hold professional indemnity and public liability insurance. If I am at fault, my liability to you is limited to the fees you have paid me in the three months before the claim. Nothing in these terms limits or excludes my responsibility for death or personal injury caused by negligence, for fraud, or for anything else that cannot lawfully be limited. I am not liable for losses that are not a reasonably foreseeable result of either of us breaching these terms.

If you are unhappy with anything, please contact me directly by email. My email address is in your client contract. I will listen properly and respond within a reasonable time, and we will do our best to put it right.

These terms are governed by the law of England and Wales, and the courts of England and Wales have jurisdiction over any dispute. If any part of these terms is found to be unenforceable, the rest continues to apply.