THE RETIREMENT MENTOR LTD – TERMS OF BUSINESS

These Terms of Business set out the basis on which The Retirement Mentor Ltd provides coaching services, self‑paced online courses and digital products to consumers. By purchasing or accessing any of our services or products via our website, you agree to be bound by these Terms of Business.

If you do not agree to these terms, you should not purchase or use our services or products.

1. Information About Us

1.1 We are The Retirement Mentor Ltd, a company registered in England and Wales (Company Number 16970601), with our registered address at Hollies, Blandford Road, Shillingstone, Dorset DT110SF and contact email [email protected]

1.2 Our website is www.theretirementmentor.net

1.3 You can contact us by emailing [email protected]. If we need to contact you, we will normally do so by email using the address you provided at checkout or when creating your account.

2. Our Services and Products

2.1 We provide the following (together, the “Services”):
(a) self‑paced online mini‑courses;
(b) 1:1 coaching sessions and coaching packages; and
(c) access to digital worksheets and other resources, which may be free or paid.

2.2 The specific content, duration, format and price of each Service are described on the relevant sales or booking page on our website at the time you place your order.

2.3 Our coaching is educational and developmental in nature. It is not therapy, medical treatment, financial advice, legal advice, or any other regulated professional service. You remain responsible for your own decisions, actions and results.

3. Ordering and Contract Formation

3.1 You place an order by following the online checkout process on our website or by using any booking or payment link we provide.

3.2 Your order is an offer to purchase the relevant Service or product. A legally binding contract is formed when we send you an order or booking confirmation email.

3.3 Please check your order carefully before submitting it. You are responsible for ensuring that the information you provide (including your email address and time zone) is accurate.

4. Fees and Payment

4.1 The price of our Services and digital products is shown on the relevant sales or booking page at the time you place your order. Prices include VAT (if applicable), unless stated otherwise.

4.2 Unless we expressly agree otherwise, payment is due in full at the time of purchase. If payment is not successfully completed, we do not have to supply the relevant Service or digital product.

4.3 We may from time to time offer payment plans or instalment options for certain Services. Where a payment plan is offered and selected, you agree:
(a) to pay each instalment on the dates specified at checkout; and
(b) that access to the relevant Service may be suspended or withdrawn if any instalment is missed or significantly delayed.

4.4 We reserve the right to change our prices at any time. Any change will not affect orders already accepted and confirmed, but will apply to future purchases and renewals.

5. Subscription Services and Auto‑Renewal

5.1 We may offer some Services (for example, ongoing coaching access, membership areas or resource libraries) on a subscription basis (the “Subscription Services”). The details of each subscription, including what is included, the billing period (for example, monthly or annually) and the price, will be stated on the relevant sales page.

5.2 By purchasing a Subscription Service, you agree to pay the applicable recurring subscription fee for each billing period, in advance, using the payment method you provide at checkout (or any updated payment method you later provide).

5.3 You authorise us to charge your payment method automatically at the start of each billing period until you cancel the subscription or it is otherwise terminated in accordance with these terms. If we cannot take payment (for example, because your card has expired or there are insufficient funds), we may suspend your access to the Subscription Services until payment is successfully made. If payment is not received within 7 days of the due date, we may treat this as your cancellation of the subscription with immediate effect.

5.4 Unless you cancel in accordance with clause 5.6, your subscription will automatically renew at the end of each billing period for a further billing period of the same length, at the then‑current subscription price.

5.5 We will give you reasonable prior notice of any increase in the subscription price and the date it will take effect. If you do not wish to continue at the new price, you should cancel your subscription before the end of the then‑current billing period.

5.6 You may cancel your subscription at any time via your account (if available) or by contacting us using the details on our website. If you cancel during any statutory cooling‑off period that applies, your refund will be handled in accordance with clause 6. If you cancel after any cooling‑off period has expired, your cancellation will take effect at the end of the current billing period, and you will continue to have access to the Subscription Services until that date. No partial refunds will be given for any unused portion of a billing period, unless required by law.

5.7 Cancelling your subscription does not affect any separate purchases of standalone courses, digital products or 1:1 session packages, which will continue to be governed by these terms.

6. Consumer Right to Cancel (Cooling‑Off) and Refunds

6.1 If you are a consumer in the UK or EU and you purchase Services or digital content online, you may have a legal right to change your mind within 14 days of the date of our confirmation email (the “cooling‑off period”), subject to the exceptions below.

6.2 For digital courses and digital products:
(a) where you purchase self‑paced online courses or digital worksheets, you will normally be asked at checkout to confirm that you want immediate access and acknowledge that you lose your 14‑day right to change your mind once access or download starts;
(b) if you do not give that consent, we may delay access until the cooling‑off period has expired.

6.3 For 1:1 coaching:
(a) if you book a 1:1 coaching package or single session that is due to start within the 14‑day cooling‑off period, you acknowledge that you will be liable to pay for any sessions provided before you cancel;
(b) if you cancel during the cooling‑off period after some sessions have taken place, we may provide a pro‑rata refund for the unused portion of the package, after deducting the value of sessions already delivered.

6.4 In addition to your statutory rights, our goodwill refund, cancellation and rescheduling policies are set out in clauses 7 and 8 for 1:1 coaching and in the relevant course/digital product descriptions for our online courses and digital worksheets.

6.5 Nothing in these terms affects your statutory rights, including your rights under the Consumer Rights Act 2015.

7. Booking, Cancellations and Rescheduling for 1:1 Coaching

7.1 This section applies to bookings for 1:1 coaching sessions made via our website or any booking link we provide. It should be read together with any additional information on the booking page.

7.2 Sessions are booked via our online booking system or by any method we make available. A booking is not confirmed until you have completed any required payment and received a booking confirmation email.

7.3 You are responsible for ensuring your contact details and time zone are correct and for having a stable internet connection, appropriate device and a quiet, private space for the session.

7.4 Your cancellations and rescheduling (standard)

7.4.1 If you wish to cancel or reschedule a session, you must do so via the online booking system (where available) or by contacting us in writing using the contact details on our website.

7.4.2 You may cancel or reschedule a session without charge up to 48 hours before the scheduled start time.

7.4.3 If you provide less than 48 hours’ notice of cancellation or rescheduling, the session fee will remain payable and no refund will be given, except as set out in clause 7.7 (sickness and exceptional circumstances) or where required by law.

7.4.4 If you arrive late, the session will still finish at the scheduled time. If you are more than 15 minutes late and have not contacted us, we may treat the session as missed and the fee will remain payable.

7.4.5 For session packages, any session not attended or cancelled with insufficient notice will normally be treated as taken, unless we agree otherwise in writing.

7.5 Our cancellations, holidays and changes

7.5.1 We may occasionally need to cancel or reschedule a session (for example, due to illness, technical issues or unforeseen circumstances). We will give you as much notice as reasonably possible by email or via the booking system.

7.5.2 If we cancel a session and are unable to offer a reasonable alternative time within a four‑week period, we will refund the fee for that session (or the proportionate part of a package fee) unless you agree to another arrangement.

7.5.3 We reserve the right to schedule holidays and breaks from coaching. We will provide reasonable advance notice of planned holiday periods, for example by posting dates on our website and/or emailing current clients.

7.5.4 Where holidays or planned breaks affect existing bookings or ongoing packages, we may:
(a) push appointments back by one or more weeks so you do not lose any sessions; and/or
(b) extend the overall expiry date of your package where necessary to accommodate our holiday dates.

7.6 Packages, expiry and session windows

7.6.1 Where you purchase a block of sessions or a coaching package, the package will have a stated duration or expiry date. Unless otherwise stated on the sales or booking page, all sessions in a package must be taken within four months of the date of purchase.

7.6.2 It is your responsibility to schedule and attend sessions within the applicable period.

7.6.3 We may, at our discretion, extend the expiry date in limited circumstances, including where we have cancelled multiple sessions, taken extended holidays that materially reduce availability, or where you have experienced significant illness or serious circumstances that reasonably prevent attendance. Any extension will be confirmed in writing and will apply only to the specific package identified.

7.7 Sickness and exceptional circumstances

7.7.1 If you are unwell or affected by a genuine emergency and cannot attend a session, please notify us as soon as reasonably possible and, where possible, before the scheduled start time.

7.7.2 As a gesture of goodwill and subject to availability, where you notify us of sickness or a genuine emergency with less than 48 hours’ notice, we may allow you to reschedule that session once without charge.

7.7.3 We reserve the right to request reasonable evidence where frequent short‑notice rescheduling occurs and to decline further exceptions if we reasonably consider the policy is being misused.

7.7.4 If we are unwell or otherwise unable to deliver a session safely and effectively, we will inform you as soon as we reasonably can and offer to rearrange the session. If rearrangement is not possible, we will refund the fee for that session (or the relevant part of a package fee).

7.8 No‑shows and technical issues

7.8.1 A “no‑show” is where you do not attend a booked session and have not notified us in advance in accordance with this clause 7.

7.8.2 In the case of a no‑show, the session fee will remain payable and, if the session forms part of a package, it may be treated as used. Repeated no‑shows may lead us to suspend or terminate your coaching package or subscription.

7.8.3 If technical problems on our side prevent a session from taking place, we will offer to rearrange at no additional charge. If technical issues on your side mean that you cannot join or continue, we will discuss a reasonable way forward, but are not obliged to provide an additional session or refund unless required by law.

8. Use of Online Courses and Digital Products

8.1 Access to self‑paced courses and digital products is granted for the period and on the basis stated on the relevant sales page (for example, lifetime access, time‑limited access, or access while your subscription remains active).

8.2 You must not share your login details with any other person. You are responsible for all use of your account.

8.3 Our digital courses and materials are for your personal use only. You must not copy, distribute, resell, or otherwise use them for commercial purposes without our prior written permission.

9. Intellectual Property

9.1 We (or our licensors) own all intellectual property rights in our website, courses, coaching materials, worksheets and digital products. All rights are reserved.

9.2 You are granted a non‑exclusive, non‑transferable licence to use the materials solely for your personal, non‑commercial use in connection with the Services.

9.3 You must not remove any copyright, trade mark or other proprietary notices from our materials.

10. Your Responsibilities

10.1 You are responsible for:
(a) attending sessions on time and engaging fully with the coaching process;
(b) completing any agreed actions or exercises between sessions; and
(c) seeking appropriate professional support (for example, medical, financial or legal) where your situation requires it.

10.2 You must not rely on coaching as a substitute for professional advice or treatment where such advice or treatment is needed.

11. Data Protection and Privacy

11.1 We will handle your personal data in accordance with UK data protection law and our Privacy Notice, which is available on our website.

11.2 Our Privacy Notice explains what personal data we collect, how we use it, the legal bases we rely on, how long we keep it and your rights in relation to your data.

11.3 We may keep brief notes of coaching sessions to support continuity and quality of service. These will be kept confidential and stored securely.

11.4 If we ever propose to record a session (audio or video), we will only do so with your explicit consent and will explain how any recording will be used and how long it will be kept.

12. Complaints

12.1 We aim to provide a high‑quality service. If you are unhappy, please contact us in the first instance at [email protected] so we can try to resolve the issue informally.

12.2 If the matter cannot be resolved informally, you may submit a formal complaint by email, setting out the nature of your complaint, relevant dates and any supporting information. We will acknowledge receipt within a reasonable time and aim to provide a substantive response within 21 days.

12.3 If you remain dissatisfied after our formal response, you may have the right to refer the matter to a consumer dispute resolution body or regulator, depending on the nature of your complaint. We will provide details on request where applicable.

13. Our Liability

13.1 Nothing in these terms excludes or limits our liability for death or personal injury caused by our negligence, for fraud or fraudulent misrepresentation, or for any other liability that cannot lawfully be excluded or limited.

13.2 Subject to clause 13.1 and your statutory rights:
(a) we are not liable for any loss of profits, loss of business, loss of opportunity, loss of anticipated savings, or any consequential, indirect or special loss; and
(b) our total liability arising in connection with any contract with you (whether in contract, tort, negligence or otherwise) will not exceed the total fees you have paid to us under that contract in the 12 months preceding the event giving rise to the claim.

13.3 We do not guarantee any particular outcome or result from coaching or from use of our courses or digital products. Any examples of past results or testimonials are not a guarantee of what you will achieve.

13.4 You are responsible for your own decisions, actions and results, and for ensuring that any actions you take are safe and appropriate for your circumstances.

14. Events Outside Our Control

14.1 We will not be responsible for any failure to perform, or delay in performing, any of our obligations where this is caused by an event outside our reasonable control, such as internet failures, strikes, pandemics, or changes in law.

14.2 If such an event occurs and materially affects our ability to provide the Services, we will contact you as soon as reasonably possible to discuss a suitable solution, which may include rescheduling, providing alternative formats or, where appropriate, a refund.

15. Behaviour and Right to Refuse Service

15.1 You agree to behave respectfully and appropriately during all interactions with us. Abusive, discriminatory or inappropriate behaviour may result in us ending a session immediately.

15.2 In serious or repeated cases, we may terminate your access to the Services or Subscription Services without refund where your conduct makes continuation of the relationship unreasonable.

16. Changes to These Terms

16.1 We may update these Terms of Business from time to time. The version in force when you place an order will apply to that order.

16.2 We will post any updated version on our website and may notify existing clients of material changes by email.

17. Governing Law and Jurisdiction

17.1 These terms and any dispute or claim arising out of them (including non‑contractual disputes or claims) are governed by the law of England and Wales.

17.2 You and we both agree that the courts of England and Wales will have exclusive jurisdiction to settle any dispute or claim arising out of or in connection with these terms (including non‑contractual disputes or claims), regardless of your country of residence.