Terms of Service
Last updated: 10/6/2025
These terms and conditions govern your use of services provided by Dr André Penafiel. Please read this document in conjunction with my Privacy Policy and Practice Standards. By booking or using my services, you agree to these terms.
1. Services
1.1. Nature of Services
I provide one-to-one coaching for clients seeking personal or professional development. This includes specialist academic coaching as well as broader life coaching.
1.2. Session Structure
Each session lasts 60 minutes. Following the initial introductory session (which carries no obligation for either party), you may proceed with one of the following arrangements:
- ❖Fixed-Term — You will contract for a fixed series of six sessions, which may be renewed by mutual agreement
- ❖Open-Ended — You will contract on an open-ended basis. An initial minimum commitment of four sessions is required to allow sufficient time to evaluate the services and determine whether they meet your needs.
These arrangements are agreed at the outset of our work, during the introductory session.
1.3. Delivery Options
Sessions may be delivered in the following ways:
- ❖Online via Teams;
- ❖In-person at an agreed location in central Oxford;
- ❖As walk-and-talk sessions, by request.
2. Booking and Payments
2.1. Booking Process
Bookings can be made at the end of each session or by email, typically on a weekly or fortnight basis. Time slots are offered on a first come, first served basis. Regular time slots may be accommodated but are not guaranteed.
2.2. Payments
Payment is due on the day of the session by bank transfer. I reserve the right to review my fee from time to time. For open-ended work, I commit to give you at least one month’s notice. If you contract for a series of sessions, the price is fixed for the series.
3. Confidentiality and Commitments
I commit to maintaining high professional standards, upholding appropriate boundaries, and providing a safe, supportive, and non-judgemental space for all aspects of our sessions. I engage in continuous professional development and keep informed by current theory. I will review your development regularly.
All sessions are confidential. I will not disclose your identity nor what you share, with the following exceptions:
- ❖Professional supervision — I may discuss aspects of my work with a qualified supervisor, as is standard in professional practice. These discussions are anonymised, and supervisors are bound by strict confidentiality.
- ❖Legal or safety obligations — Confidentiality may be broken if required by law, or if I believe there is a serious and immediate risk of harm to you or to others. Details of legal constraints are published on my website, in the FAQ section, for your information.
4. Cancellation Policy
4.1. By You
You may cancel booked sessions at no cost by giving at least one full business day’s notice. If the notice period is not observed, I reserve the right to charge the missed session in full.
4.2. By Me
If I need to cancel a session, I will give you as much notice as reasonably possible. You will be offered alternative times. I shall not be liable for any costs, losses, or inconvenience arising from the cancellation or rescheduling of a session.
5. Session Protocol
5.1. Session Times
Sessions start and end at scheduled times. If you arrive late or request to end the session early, payment for a full 60-minute session is still due.
If you are late and do not notify me in writing, I will wait up to 20 minutes before ending the session. In this case, payment will be due as a missed session.
5.2. Online Sessions
I will send you a Teams link in advance, on the day of the session. A stable internet connection is required. Please ensure that you are in a quiet, private space. You are responsible for being able to access and use Teams. I will not compensate for lost time caused by technical issues on your side. If the issue is on my side, I will offer to make up any lost time, either during the session or at a later point.
5.3. Session Recording
It is agreed that neither party will record any part of a session, whether in person or online, without explicit prior agreement. This applies to audio or video recordings made using any device, including mobile phones, computers, or live recording software. Under no circumstances may any agreed recording be shared with others or published on any platform, including social media.
6. Communication
Email is the primary means of communication for logistical matters, such as booking, rescheduling, or cancelling sessions. WhatsApp messages, via my business account, may also be used for similar purposes. Please note that the number does not currently support SMS, so such messages will not be received. I only answer WhatsApp calls that have been scheduled in advance based on mutual availability.
Please refrain from discussing session content by email or by message. I am not an emergency service. In the event of an emergency, please contact your local emergency services (999 in the UK).
7. Intellectual Property
My services and their original content, materials and resources are and will remain my exclusive property. Resources are for personal use only. My services are protected by copyright, trademark, and other laws of the United Kingdom and other jurisdictions. My trademark may not be used in connection with any product or service without my prior written consent.
8. Scope of Practice
I am qualified to offer coaching and have additional training in counselling and psychotherapy, which inform my practice. I am not qualified to work with individuals under 18, or with PTSD, anorexia, psychosexual disorders, psychosis, or personality disorders. I am not a medical professional and do not prescribe or administer medication. You acknowledge the scope of my services and agree to inform me if any of the above issues are present or arise during our work.
9. Limitation of Liability
While every effort is made to provide a professional and supportive service, you acknowledge that outcomes vary between individuals and agree that the services are not a guarantee of specific outcomes.
Coaching is not a substitute for mental health treatment. You acknowledge that deciding how to handle any issues which may arise, the choices you make in relation to them and whether or not you follow through on any agreed action are exclusively your responsibility.
11. Changes to Terms
I reserve the right to update or modify these terms from time to time to reflect changes in services, legal requirements, or business needs.
If a revision is material—that is, if it significantly affects your rights, obligations, or the nature of the services—I will provide at least 30 days’ notice before the new terms take effect. I will assess materiality based on the nature and impact of the change, in accordance with applicable UK consumer protection and contract laws.
In exceptional circumstances where advance notice is not possible, I will notify you of the change as soon as reasonably practicable, and you may choose to discontinue the service if you do not accept the new terms.
By continuing to use my services after any changes take effect, you agree to be bound by the updated terms.
12. Termination
By agreeing to a series of sessions, you make a good faith commitment to complete the series in full. Either party may terminate the contract by giving notice at the final session. Alternatively, we may mutually agree to renew for another series or transition to a different format.
For open-ended contracts, after the initial four sessions, either party may terminate by giving notice at the end of any session.
I reserve the right to terminate immediately in cases of serious misconduct, breach of terms, or behaviour that compromises safety or the professional relationship. Provisions relating to confidentiality, intellectual property, and limitation of liability shall survive termination of the contract.
13. Governing Law
These terms are governed and construed in accordance with the laws of England and Wales. European professional coaching standards, the EMCC Code of Ethics, and relevant UK data protection legislation also apply.