Paired Coaching – Terms & Conditions
Welcome to London Speech Workshop. This document outlines our way of working and what you can expect from us.
By signing up to one of London Speech Workshop’s (LSW) Courses, you agree to the following terms and conditions. This page forms the Agreement between us.
In order for you to get the most out of coaching, it’s important that we share an understanding of how we will work together.
These terms form the basis on which our coaches operate and will govern your relationship. The intention is that both parties are clear and in agreement on what they can expect from each other.
Client/Coach Relationship
We are committed to supporting you to be a strong and confident communicator. We use our techniques to help you to increase effectiveness, clarity and engagement in your communication. Together with your pair and your coach we will create a plan that works for you. You will always be able to discuss the shape of your sessions and change or adjust your course programme throughout.
We promise to provide you with a place of support, positive feedback and a safe and stimulating environment.
All LSW coaches are fully trained in the Serlin Method® and have extensive training and experience in voice and speech. Like most work of this nature, there are no guarantees and the process works better the more effort you put in. Therefore we ask you to engage with the process and put work in between sessions. We know this can be difficult with your busy lives, but it will be worth it. You understand that getting the most from our coaching services depends primarily on your own effort, motivation, commitment and follow-through. We provide no representations, warranties or guarantees that our coaching services are fit for any particular purpose you have or that you will achieve your goal(s) or any particular result.
We are not doctors or therapists. If something occurs in which we feel you need to work with a speech therapist or other trained professional we will discuss this with you. Should you discuss anything with a coach of a concerning nature, we will refer you to the appropriate resources needed, which in some cases may be a healthcare professional.
Cancellation and Rescheduling Policy
For Paired Coaching, if you both need to reschedule or cancel the session, there is a strict 2 business day cancellation/rescheduling policy in place. This offers a degree of flexibility to our clients as well as protecting our coaches and respecting their time. While there is a minimum 2 business day cancellation policy we appreciate you giving as much notice as possible so that we can try to refill your session. For the purpose of this policy, and in order to protect our coaches, please note that sickness is regarded as a cancellation.
If only one of you cannot make the session, cancellation or rescheduling is not available. You must both be happy for the session to be recorded, so the recording can be sent to the person who cannot attend. Please read the “no shows” section for further details.
No Shows
We understand sometimes things happen, so that’s why we will contact you if you do not turn up to your session as planned. If we have not heard back from you within 20 minutes, we reserve the right to deny the opportunity to arrive late to the session. Our commitment to quality means that we are not able to reduce the session time by any more than 20 minutes.
If you both miss the session, the session will be lost and there is no opportunity to reschedule.
Validity
If we cannot find you a pair for your course within a month of your enquiry, you have the right to withdraw your enquiry. All courses are valid for 12 months from the date of purchase. All sessions must be booked within this 12 month window. Thereafter, any unbooked sessions shall be considered expired, or will be chargeable at the current business rate. We reserve the right to change our prices by amending our published price list.
Intellectual Property
Any intellectual property which lies within all materials, whether digital or printed, provided by LSW belongs to LSW and unless we agree otherwise you can only use those materials for your own personal use and you may not share them with third parties. If you are found to be in breach of this, legal action will be taken.
Recordings
As mentioned, if one of you misses a session, and to avoid losing the session completely, your coach will record the session for the missing pair to catch up.
We do allow clients to record their course sessions for personal use only. Under no circumstances should recordings be shared, published, broadcasted or made available to other individuals by any means. Your coach reserves the right to pause the recording at any time if deemed inappropriate and an alternative solution will be explored (such as note taking).
Refunds
As a consumer, you have the right to cancel a contract for the provision of services at any time before 14 calendar days have passed from the day after the package was purchased if no sessions are utilised. Any such cancellations must be provided to us in writing e.g. an email request to office@londonspeechworkshop.com. If we have already started fulfilling our side of the contract, i.e. delivering the sessions and course manual we will deduct the price of individual sessions (at the full single session price) from your total package price prior to calculating your refund plus £100 to cover the course manual and administration costs.
If only one person in the pair would like a refund, as per the refund notice period, we will try our utmost to match you with another pair. If we cannot find another pair for you within 2 weeks, you will be able to use the remaining value as credit towards a 1:1 course with your coach or a refund in full will be issued.
If sessions have already started within 14 days of purchasing your course and you request a refund, we will subtract the total cost of your used sessions (at the full single session price) from the total amount you paid for your course. The price of a single session is based on the charge for clients who purchase a single session outside of a package deal, and not the price the session equates to when bought in a package deal.
If you wish to receive a refund outside of the 14 days of purchasing your course, please email office@londonspeechworkshop.com to discuss this. Whilst we have a satisfaction guarantee on our Taster and course sessions, if we have managed to resolve any raised issues or concerns, we will not be able to extend the offer of a refund outside of the 14 calendar day policy.
It is your responsibility to report any dissatisfaction at the earliest opportunity. If at any point throughout your course you would like a deviation from your course roadmap, you must alert your coach as soon as possible.
In line with our commitment to fraud prevention and to uphold best practice, any refunds that are actioned will be refunded to the original card on which the purchase was made. If the original account has been closed, we will await the funds being returned to us by the bank before issuing a refund to an alternative bank account. We will not be held responsible for any delays to refunds caused by banks. Refunds cannot be made to third-party accounts (including family members, business accounts, or alternative personal cards).
Disruption to Your Course
The course contract is with LSW, if the client’s coach becomes sick or unable to coach, LSW will ensure the client is matched with a coach of the same level of experience. In these unlikely circumstances, where LSW have explored all avenues to ensure the client is able to continue their course with another coach, a refund will not be available. If LSW cannot service the client in the same way (e.g. there’s no other coaches available), then refund options will be available in accordance with our refund policy.
Disclaimer
You acknowledge and accept that:
- Our coaching services are not a substitute for professional mental health care or medical care and are not intended to diagnose, treat or cure any mental health or medical conditions.
- Coaches are not and do not act as mental health or medical professionals. You agree that you are solely responsible for your wellbeing when using our coaching services and that it is your responsibility to consult with the relevant professionals if you have concerns about your health.
- London Speech Workshop (as a company and as a representative for our communication coaches) are not responsible for and shall have no liability to you or any third party relating to your earnings, the success or failure of your personal or business decisions, the increase or decrease of your finances or income level, or any other result of any kind that you or a third party may have connected to your use of our coaching services.
Nothing in this clause restricts or limits our liability for death or personal injury resulting from our negligence or fraud or fraudulent misrepresentation.
Last Updated: September 2025