London Speech Workshop Terms and Conditions

Welcome to London Speech Workshop. This page outlines our way of working and what you can expect from us.

By signing up to one of London Speech Workshop’s (LSW) Subscription Packages, 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.

1:1 Coaching – Subscription Packages – Terms and Conditions

Eligibility

Subscription packages are only available to clients who have previously completed a course with London Speech Workshop. Subscription packages are offered per product stream as a way of embedding your learning. A product stream is a stand alone course i.e. Accent Softening, Effective Communication, Authentic Presence, Powerful Storytelling, Genuine Connections, Navigating Conflict. To subscribe to a new product, you must first complete the corresponding package of 5, 10 or 15 sessions.

Billing & Subscription Structure

Subscriptions are billed monthly in advance and will automatically renew until cancelled. Each Subscription includes a fixed number of one-to-one coaching sessions per month, depending on the chosen plan of one, two or four sessions. Pricing is inclusive of VAT and varies by coach level.

Discount Codes & Offers

If you use a discount or promotional code when subscribing, the discount will apply only to your first instalment. All subsequent instalments will be charged at the standard subscription rate. Discount codes cannot be applied retrospectively or to future instalments after the first.

Refunds

In line with UK law, you are entitled to a fourteen-day cooling-off period from the date of purchase. During this period, refunds will be applied as follows:

a) If you cancel within the fourteen-day period and no sessions have taken place, a full refund will be issued.

b) If you cancel within the fourteen-day period and only some of your sessions have been used, you will be refunded for the unused sessions only. Any sessions that have been taken will be charged at the standard single-session rate (without discounts), as set out below.

c) If you cancel within the fourteen-day period and all of your sessions have been used, no refund will be provided.

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. The cost of a single session with a Senior coach is £270, a Principal coach is £340 and Head coach is £400.

Subscriptions may be cancelled at any time with effect from the end of the current billing cycle. If you cancel after your monthly billing cycle has started, you may continue to use your sessions until the end of that cycle, but no refunds will be provided for any unused sessions.

Subscriptions cannot be paused. If you wish to stop, you may cancel and re-subscribe at any time.

Session Validity & Rollover Policy

Unused sessions roll forward for up to six months while the Subscription remains active. Any unused sessions are forfeited when the Subscription ends. In the event that London Speech Workshop is unable to fulfil sessions due to coach availability, we will honour those sessions beyond the Subscription end date.

Session Expiry

All sessions must be used within six months of their issue date i.e. from the month in which they would otherwise roll forward. After six months, any unused sessions will expire and therefore be forfeited, even if the subscription is still active or renewed. It is the client’s responsibility to schedule and attend sessions in a timely manner so as not to lose them through expiry.

London Speech Workshop will not be obligated to provide retroactive credit or extensions for expired sessions, except in cases where LSW is unable to deliver due to coach unavailability (in which case those sessions may be honoured beyond the expiry period).

Description of Coaching

Coaching is a partnership (defined as an alliance, not a legal business partnership) between the Coach and the Client involving a thought-provoking and creative process that inspires you to maximise personal and professional potential. It is designed to facilitate the creation/development of personal, professional or business goals and to develop and carry out a strategy/plan for achieving those goals.

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 coach you 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.

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.

Your role as Client is to be solely responsible for creating and implementing your own physical, mental and emotional well-being, decisions, choices, actions and results arising out of or resulting from the course materials, the coaching relationship and your coaching calls and interactions. As such, you agree that our coaches are not and will not be liable or responsible for any actions or inaction, or for any direct or indirect result of any services provided. You understand coaching is not therapy and does not substitute for therapy if needed, and does not prevent, cure, or treat any mental disorder or medical disease.

Homework Expectations & Communication outside of sessions

Your coach might set you homework, or even recommend you to send through messages between sessions for accountability purposes. Please note that coaches are not obliged or contracted to reply to queries or messages outside of sessions. Coaching support outside of sessions is not a current part of our packages.

If you have any questions about homework or your sessions, please email or call the Office Team directly; and we’ll gladly support.

Commitment to sessions

When participating in a remote session, please ensure you are able to conduct your sessions via a laptop or tablet. Coaches may occasionally share their screen, so it is highly recommended that you have a screen larger than a mobile phone. If this is not possible, please make sure you are in a quiet space with a reasonable set up for your mobile device. It is important that you have a stable and reliable internet connection to allow for a conducive session. Please note that we reserve the right to cancel a session and ask you to pay in full to reschedule should you not be in a reasonable location or state to participate in your session (e.g. driving your car, shopping etc.). We also reserve the right to cancel a session and ask you to pay in full to reschedule if you are not able to focus on the session (e.g. taking multiple phone calls, writing emails etc.) Our coaches are entirely committed to your success and full engagement in the process is imperative on both sides.

Cancellation and Rescheduling Policy

We have 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. For the purpose of this policy, UK business days are Monday-Friday, except for public UK bank holidays. 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.

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, and request that you pay in full to reschedule. Our commitment to quality means that we are not able to reduce the session time by any more than 20 minutes.

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

We may occasionally record sessions for in house training purposes. Please note, should we opt to record a session for this purpose, we will always ask for your consent which will be recorded in accordance with GDPR.

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).

Zoom Recordings will be kept on our system for a maximum of 6 months, during which time you may request access to the recording. After 6 months, these recordings will be deleted, and you will lose access to them. It is your responsibility to download the recordings upon receipt, as all cloud recordings will be deleted after a period of 6 months.

Price Changes

London Speech Workshop reserves the right to change subscription prices. You will be given at least thirty days’ notice before any price change takes effect. You may cancel your Subscription if you do not wish to continue at the new price.

Disruption to Your Course

The course contract is with London Speech Workshop (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 has 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.

In Person Sessions

Occasionally situations arise out of our control; for example coach illness, train strikes, weather disasters etc. When these happen, LSW will ensure that the client is notified as soon as possible, and the session is cancelled, made remote or rescheduled with good notice. Whilst we endeavour to ensure that there is no disruption to your course or sessions, for circumstances entirely outside of our control, no refunds will be available. We will always find a suitable time for your session to be rescheduled should you wish not to conduct the session online.

Safeguarding and Duty of Care

We are committed to maintaining a safe environment for all clients. As part of this commitment, we may take action to safeguard you if you are at risk, in compliance with applicable laws and best practices.

Disclosure of Information in Safeguarding Situations

In cases where we reasonably believe you may be at risk of harm (e.g., abuse, neglect, or self-harm), we reserve the right to share relevant information with appropriate authorities or organisations without prior consent, in accordance with our legal obligations and duty of care. This may include sharing details with law enforcement, social services, healthcare providers, or other relevant bodies.

While we respect your privacy, confidentiality cannot be guaranteed in safeguarding situations where an individual’s welfare is at risk. You understand and agree that, in such cases, we may need to disclose information to ensure the safety and wellbeing of those involved.

Support and Reporting

If your coach has any concerns about your welfare they have the right to let the office team know immediately. We will handle all reports sensitively and with the highest level of care.

Disclaimer

You acknowledge and accept that:

1.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.

2.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.

3.You acknowledge that coaching does not involve the diagnosis or treatment of mental disorders as defined by the Mental Health Act 2007 and that coaching is not to be used as a substitute for counselling, psychotherapy, psychoanalysis, mental health care, substance abuse treatment, or other professional advice by legal, medical or other qualified professionals and that it is your exclusive responsibility to seek such independent professional guidance as needed.

4.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.

5.You understand that in order to enhance the coaching relationship, you agree to communicate honestly, be open to feedback and assistance and to create the time and energy to participate fully in the programme.

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