Terms of Service

These terms apply to services supplied by the operator of Utterly Better, trading as Utterly Better, from our registered service address. Contact: our business email address. They should be read with the Privacy Notice, Service Boundaries and Cancellations pages. Any individual written service agreement confirmed after the free call forms part of the contract. If a specific written term conflicts with a general website summary, the clearer term agreed for that service applies, subject to your statutory rights.

You must be 18 or over and able to use a non-emergency coaching service safely. Utterly Better provides non-clinical coaching, reflection, planning and accountability. It does not provide therapy, healthcare, diagnosis, emergency response, legal advice, regulated financial advice or another excluded professional service listed on the Service Boundaries page.

A website enquiry or free call does not by itself create a paid-service contract. A contract is formed when we have confirmed the service, provider, date or service period, total price, relevant terms and payment method in writing, you accept, and any required payment is received. We may decline work that is outside scope, unsafe, unlawful, conflicted or beyond capacity.

Prices are in pounds sterling. The price and any applicable tax will be stated before agreement. Payment is normally due before a one-off session or billing month. We use business bank transfer or PayPal Business invoices. You remain responsible for charges imposed by your own bank or payment provider. We do not request PayPal Friends and Family payment for commercial services.

Join at the agreed time from a reasonably private and safe environment. Provide information honestly enough for the service to be useful, while avoiding unnecessary sensitive information. You remain responsible for decisions and actions. Do not record a session without written agreement. We do not record launch sessions. Abusive, threatening, discriminatory, sexualised or persistently boundary-breaking conduct may lead to a session or service ending.

We will provide the agreed time and service with reasonable care and skill. Insight, action and external outcomes depend on many factors. We do not guarantee employment, promotion, admission, qualifications, income, business performance, reconciliation, behaviour by another person, health improvement or a particular emotional state.

A rolling plan covers the stated number of sessions during one billing month. It has no minimum term and may be ended before the next billing period with at least seven calendar days' notice. A recurring payment is used only where expressly agreed. Session use, rollover, rescheduling and between-session contact follow the Pricing and Cancellations pages and the written service agreement.

Consumers purchasing at a distance may have a 14-day right to cancel. If you expressly ask us to begin during that period, you may be asked to acknowledge that you must pay a proportionate amount for service already supplied, and that the right may be lost once the service has been fully performed where the law permits. The Cancellations page explains the process. Nothing in these terms removes statutory rights.

Any included messages are limited to the stated accountability purpose and response window. They are not continuously monitored, therapy, crisis support or extra on-demand sessions. If you need urgent help, use an appropriate urgent service rather than waiting for a reply.

We may recommend that you consult an appropriately qualified independent professional. Unless expressly stated otherwise, that person is not our employee or subcontractor, you choose whether to contact them, and their service has separate terms. If we propose involving an associate in our service, we will explain their role, status, cost and information-sharing before involvement.

Utterly Better retains rights in its website, BETTER Path materials, original worksheets and general methods. A paying client receives a personal, non-transferable licence to use materials supplied to them for their own non-commercial purposes. You may not sell, publish, teach from or systematically copy the materials without written permission. You retain rights in original information and materials you provide.

We handle personal information as explained in the Privacy Notice. Coaching confidentiality has limits and is not the same as legal professional privilege. Information may be used or disclosed where required by law, to establish or defend legal claims, to obtain confidential professional advice, or in another exceptional situation allowed by law and the service agreement. We do not use identifiable client stories for marketing without specific permission.

Nothing excludes or limits liability where it would be unlawful, including liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation, or your statutory consumer rights. Subject to that, we are responsible for loss that is a foreseeable result of breaching the contract or failing to use reasonable care and skill. We are not responsible for an external decision or outcome controlled by an employer, institution, partner, customer, market, public authority or other third party. We do not exclude liability merely because advice was delivered online.

Either party may end a rolling plan in line with the notice rules. We may pause or end a service immediately where continuing would be unsafe, unlawful, outside scope, abusive, seriously conflicted or impossible due to non-payment. We will explain the practical consequences and make any refund required by law or these terms.

Use the Complaints page or email our business email address. Raising a complaint does not affect your statutory rights.

These terms are governed by the law of England and Wales. A consumer may also benefit from mandatory protections and court rights in the part of the UK where they live. We will first try to resolve a dispute directly and fairly.