Terms & Conditions

Last updated: 22nd October 2025

1. Introduction

  • Welcome to Well by Plum. These Terms & Conditions (“Terms”) govern your use of our website and any coaching services provided by Victoria (“we”, “us”, “our”). By using the site and/or booking services, you agree to these Terms.

2. Who we are & contact

  • Well by Plum is operated by Victoria Bates, a certified Life & Health Coach based in London, UK.

  • Contact: victoria@wellbyplum.com • London, United Kingdom

  • Delivery of services: Online via Zoom (unless otherwise agreed in writing).

3. Services

  • We provide 1:1 life and health coaching and related programmes designed to support women in improving their overall wellbeing — including (but not limited to) energy, stress and burnout, inflammation, nutrition, hormone balance, mindset, and lifestyle habits.

  • Coaching is delivered in scheduled sessions with agreed goals and scope.

4. Eligibility

  • Clients must be 18+ and able to enter a contract under UK law.

5. Scope of practice (important)

  • Coaching supports lifestyle, mindset, habits and wellbeing. It is not medical, psychological, or dietary therapy. We do not diagnose, treat, prescribe or replace care from a GP/consultant/therapist/dietitian.

  • Any information shared is educational only.

  • Always seek advice from your healthcare professional before changing medications, supplements, or treatment plans.

6. Booking, contract & payment

  • Booking an offer (e.g., 1:1 package or programme) constitutes an offer to purchase. A contract forms when we issue written confirmation (email or checkout confirmation).

  • Fees are in GBP (£) and payable as shown at checkout or on invoice (card/Stripe/PayPal/bank transfer as available).

  • Access to sessions and materials begins after payment (or after the first instalment if a payment plan is agreed).

  • Payment plans: For coaching packages, payment-plan options may be available, allowing the total to be split over two monthly instalments.

  • Session scheduling: Sessions are typically held weekly or fortnightly, depending on your goals and schedule.

  • Package validity: All sessions within a package must be used within four (4) months of purchase. Unused sessions beyond this timeframe will expire and are non-refundable, except where required by law or at our discretion.

  • We may decline a booking or propose alternative terms at our discretion.

7. Cooling-off period (UK consumers)

  • Under the UK Consumer Contracts Regulations 2013, you have 14 days from purchase to cancel for a full refund if no sessions have taken place and no digital content has been accessed.

  • If you ask us to begin services within the 14-day period, you expressly waive the right to a full refund; a fair proportion may be retained for services already supplied.

8. Cancellations, rescheduling & lateness

  • Client reschedule/cancel: Please give at least 48 hours notice. Less than this may result in the session being forfeited and non-refundable.

  • Our reschedule: If we need to reschedule, we’ll offer the next available timeslot.

  • Lateness: Sessions end at the scheduled time; late arrivals may reduce your session time without fee reduction.

  • Package cancellation after start: Once the first session has occurred (or materials accessed), packages are non-refundable except at our discretion or where required by law.

9. Client responsibilities & informed consent

  • You agree to: attend sessions in a safe, private space; communicate honestly; complete agreed actions; and seek appropriate medical advice where relevant.

  • You are responsible for your health, decisions and outcomes. Coaching supports change, but results vary and are not guaranteed.

10. Confidentiality (no recordings)

  • All sessions are private and confidential.

  • Sessions are not recorded.

  • Session notes (if taken) are stored securely and used only to support your coaching.

  • Confidentiality may be broken if required by law or where there is risk of harm.

11. Data protection & privacy (UK GDPR)

  • We process personal data lawfully and securely in line with UK GDPR.

  • Please see our Privacy Policy for details of what we collect, why, and your rights (access/rectification/erasure).

  • By working with us you consent to necessary processing for service provision and communications. You can opt out of non-essential marketing at any time.

12. Digital materials & intellectual property

  • All website content, session materials, tools, workbooks and resources are our intellectual property (or licensed).

  • You receive a personal, non-transferable licence for your own use.

  • You may not copy, share, resell or adapt materials without written permission.

13. Testimonials & fair use

  • With your consent, we may feature anonymised or first-name testimonials on the website/social media.

  • You can withdraw consent for future use at any time (this will not require removing already-printed materials).

  • Minor edits for length/clarity may be made without changing meaning.

14. Group programmes, workshops & events (if/when offered)

  • Confidentiality is encouraged but cannot be guaranteed within groups. Please share sensitively.

  • We may set community guidelines; breaches may result in removal without refund for safeguarding reasons.

15. Third-party services & links

  • We may recommend third-party services or link to external sites. These are used at your own discretion; we are not responsible for their content, availability or performance.

16. Health & safety / crisis support

  • Coaching is not suitable for acute crisis. If you are in immediate distress or at risk, contact 999, NHS 111, your GP, or appropriate emergency/crisis services.

17. Fees, changes & offers

  • We may update fees, inclusions, or offers at any time (changes apply prospectively). Existing confirmed bookings are honoured as agreed unless mutually varied.

18. Results disclaimer

  • Every client is unique. While our coaching is personalised and evidence-led, we do not guarantee specific outcomes.

19. Limitation of liability

  • To the maximum extent permitted by law, our total liability for any claim arising from services or this website is limited to the amount you paid for the relevant service.

  • We are not liable for indirect or consequential loss (e.g., loss of profits, data, business opportunity). Nothing excludes liability for death or personal injury caused by negligence, or fraud.

20. Force majeure

  • We are not liable for delays/failures caused by events beyond our reasonable control (e.g., illness, outages, strikes, extreme weather).

  • We will rearrange affected sessions as soon as practicable.

21. Termination

  • Either party may end the coaching relationship by written notice. We may terminate where coaching is no longer appropriate/beneficial or where there is a material breach of these Terms.

  • Any unused sessions may be refunded at our discretion, subject to Section 7.

22. Website use

  • You agree not to misuse the site (e.g., introduce malware, attempt unauthorised access, scrape, or infringe IP). We may suspend access for maintenance or security.

23. Changes to these Terms

  • We may update these Terms from time to time. Changes take effect when posted with the updated date. Material changes to active clients will also be notified by email.

24. Governing law & jurisdiction

  • These Terms are governed by the laws of England and Wales. Courts of England and Wales have non-exclusive jurisdiction.

25. Contact

  • Questions about these Terms: victoria@wellbyplum.com

© 2025 Well by Plum. All rights reserved.
Well by Plum is a trading name of Victoria Plum Bates Limited, registered in England and Wales (Company No. 15384894).
All services are provided by Victoria Plum Bates Limited under UK law.