Terms & Conditions
Last updated: 9 September 2026
Welcome to LUCOLE LTD. These Terms & Conditions apply to your use of www.lu-cole.com (the “Website”) and, where applicable, to coaching and therapy services purchased from LUCOLE LTD.
By using this Website or purchasing our services, you agree to these Terms. If you do not agree with them, please do not use the Website or purchase our services.
About Us
This Website is owned and operated by:
LUCOLE LTD
Registered Office:
167–169 Great Portland Street, 5th Floor
London W1W 5PF
United Kingdom
Email: hello@lu-cole.com
Use of This Website
You agree to use this Website only for lawful purposes.
You must not:
- attempt to gain unauthorised access to the Website;
- interfere with the Website’s operation or security;
- upload malicious software or harmful code;
- misuse any forms, booking systems or communication tools;
- copy, reproduce or distribute Website content without our written permission.
We reserve the right to suspend or restrict access where misuse is reasonably suspected.
Professional Information
The information published on this Website is provided for general educational and informational purposes only.
Nothing on this Website constitutes individual medical, psychiatric or psychological advice, diagnosis or treatment.
Reading our content, downloading a resource, subscribing to our mailing list, submitting an enquiry or attending an initial consultation does not automatically create a therapist–client or coach–client relationship.
A professional relationship begins only when the relevant service has been agreed and any required assessment, consent, service agreement and payment arrangements have been completed.
Coaching and Therapy Services
LUCOLE LTD provides online coaching and therapy services to adults aged 18 and over.
Before services begin, clients may be required to complete separate service agreements, informed consent documentation, assessment forms or other relevant documentation.
These Terms should be read alongside any separate agreement provided to the client. Nothing in these Terms limits a client’s statutory rights.
LUCOLE LTD does not guarantee any particular outcome from therapy or coaching. Progress varies between individuals and may depend on several factors, including engagement, attendance, personal circumstances and the nature of the difficulties being addressed.
Fees and Payment
The current fees for individual coaching or therapy sessions are:
- Pay as you go: £200 per session
- 10-session package: £1,500
- 20-session package: £2,800
The discounted equivalent rates are:
- 10-session package: £150 per session
- 20-session package: £140 per session
Pay-as-you-go sessions must be paid for before each appointment.
Packages must be paid for in advance unless an alternative arrangement has been agreed in writing.
The 20-session package may be paid in full or divided into two payments of £1,400 where this has been agreed in advance.
The applicable price and payment arrangements will be confirmed before services begin.
LUCOLE LTD reserves the right to change its fees. Any fee change will not retrospectively affect sessions or packages that have already been purchased, unless otherwise agreed with the client.
Booking Appointments
Appointments are subject to availability and are not confirmed until the date and time have been agreed.
Clients are responsible for ensuring that they:
- attend appointments at the correct date and time;
- have a suitable private space for online sessions;
- have a reliable internet connection and appropriate device;
- notify LUCOLE LTD promptly if they cannot attend;
- provide accurate contact and booking information.
LUCOLE LTD is not responsible for a client’s inability to attend due to personal scheduling errors, internet problems, device failure or an unsuitable environment.
Where possible, reasonable efforts may be made to address technical difficulties during an appointment, but this cannot be guaranteed.
Cancelling or Rescheduling an Appointment
Clients must provide at least 24 hours’ notice if they wish to cancel or reschedule an appointment.
Appointments cancelled or rescheduled with at least 24 hours’ notice will not be charged. Where the client has purchased a package, the session will remain available within that package.
Appointments cancelled or rescheduled with less than 24 hours’ notice will be charged in full or deducted from the client’s package.
Missed appointments where no notice is provided will also be charged in full or deducted from the client’s package.
Late attendance will not normally extend the scheduled finishing time of the appointment. The full session fee will remain payable.
LUCOLE LTD may exercise reasonable discretion in exceptional circumstances. Any decision to waive or reduce a charge is made on an individual basis and does not create an obligation to do so in future cases.
If LUCOLE LTD needs to cancel or reschedule an appointment, the client will not be charged and the appointment will be rearranged. If rearrangement is not possible, any payment made specifically for that appointment will be refunded or credited as appropriate.
Pausing Services
A client may ask to pause therapy or coaching by contacting LUCOLE LTD.
Any pause, its expected duration and the arrangements for restarting services should be discussed and agreed in advance where possible.
Pausing services does not guarantee that the same appointment time will remain available when the client wishes to return.
A pause does not automatically constitute termination of the package unless the client confirms that they wish to end services.
Ending Services and Package Refunds
Clients are not required to continue therapy or coaching simply because they have purchased a package.
A client may request to end services at any time by contacting LUCOLE LTD. Any future appointments will be cancelled, subject to the 24-hour cancellation policy.
Where a client ends a prepaid package before using all the included sessions, completed or otherwise chargeable sessions will be recalculated according to the number of sessions completed when the package ends.
The following rates will apply:
- Where fewer than 10 sessions have been completed, each completed or chargeable session will be recalculated at the standard pay-as-you-go rate of £200 per session.
- Once at least 10 sessions have been completed, the 10-session package rate of £150 per session will apply.
- Once all 20 sessions have been completed, the 20-session package rate of £140 per session will apply.
The discounted package rates apply only after the corresponding number of sessions has been completed. Purchasing a package does not, by itself, guarantee the discounted rate if the client chooses to end the package before reaching the relevant number of sessions.
Appointments cancelled or rescheduled with less than 24 hours’ notice, as well as missed appointments, will count as chargeable sessions when calculating any refund.
Any remaining balance following the recalculation will be refunded to the client’s original payment method or another payment method agreed with the client.
Refund example: 10-session package
If a client purchases a 10-session package for £1,500 but ends the package after completing six sessions:
- the six sessions will be recalculated at £200 each;
- the cost of the completed sessions will be £1,200;
- the remaining £300 will be refunded.
Refund example: 20-session package
If a client purchases a 20-session package for £2,800 but ends the package after completing 12 sessions:
- the 10-session threshold has been reached;
- the 12 completed sessions will be recalculated at £150 each;
- the cost of the completed sessions will be £1,800;
- the remaining £1,000 will be refunded.
Where the recalculated value of completed or chargeable sessions equals or exceeds the amount already paid for the package, no refund will be due.
The client will not be required to pay more than the total package price already paid solely because they have chosen to end the package.
Nothing in this section affects any statutory refund or cancellation rights that may apply.
Statutory Right to Cancel
Where a consumer purchases a service or package online, by telephone or through another distance-selling method, they may have a statutory right to cancel the contract within 14 days without giving a reason.
The cancellation period normally begins on the day after the contract is entered into.
To exercise this right, the client must communicate a clear decision to cancel by emailing hello@lu-cole.com.
If the client asks LUCOLE LTD to begin providing services during the 14-day cancellation period, the client expressly requests early performance of the contract.
If the client subsequently exercises the statutory right to cancel during that period, LUCOLE LTD may deduct a proportionate amount for services already supplied, where permitted by applicable law.
Where a service has been fully performed during the cancellation period following the client’s express request and acknowledgement, the statutory right to cancel may be affected as permitted by law.
This statutory right is separate from the appointment cancellation and package termination policies described in these Terms.
Nothing in these Terms limits or excludes a client’s statutory consumer rights.
Suitability and Scope of Services
Coaching and therapy services are not suitable for every person or situation.
LUCOLE LTD may recommend a different service, specialist provider, medical assessment or emergency support where this is considered more appropriate.
LUCOLE LTD may decline, pause or end services where:
- the service is not considered suitable for the client’s needs;
- specialist, medical or emergency support is required;
- continuing the service would fall outside professional competence or scope of practice;
- professional boundaries have been seriously or repeatedly breached;
- the client behaves in a threatening, abusive or inappropriate manner;
- payment obligations remain outstanding;
- there has been a serious breakdown in the working relationship.
Where appropriate and reasonably possible, the client will be given notice and information about alternative sources of support.
Emergencies and Crisis Support
LUCOLE LTD does not provide an emergency or crisis service and cannot guarantee urgent support between appointments.
Emails, contact forms and booking messages are not continuously monitored and must not be used for emergency assistance.
If you are experiencing an immediate mental health crisis, believe that you may harm yourself or another person, or are concerned about someone’s immediate safety, contact the appropriate emergency or crisis service in your location.
In the United Kingdom, call 999 in an emergency or contact NHS 111 for urgent medical guidance. If you are outside the United Kingdom, contact the emergency services available in your country.
Confidentiality
Information shared during coaching or therapy will be treated confidentially in accordance with the applicable service agreement, privacy policy, professional obligations and relevant law.
Confidentiality may need to be limited where:
- there is a serious and immediate risk of harm;
- there is a safeguarding concern;
- disclosure is required by law or a court;
- the client has consented to disclosure;
- another lawful or professional obligation requires appropriate action.
Further information regarding confidentiality, records and data processing may be provided in the relevant service agreement and Privacy Policy.
Intellectual Property
Unless otherwise stated, all content on this Website is the intellectual property of LUCOLE LTD and is protected by applicable copyright and intellectual property laws.
This includes:
- text;
- articles and blog posts;
- graphics and images;
- logos and branding;
- downloadable resources;
- videos;
- courses;
- worksheets;
- therapeutic and coaching materials.
Material must not be copied, reproduced, republished, distributed, sold, adapted or used commercially without prior written permission.
Resources provided to clients are for their personal, non-commercial use only and must not be shared, reproduced or distributed without written permission.
External Links
The Website may contain links to third-party websites, platforms, booking systems or resources.
LUCOLE LTD does not control and is not responsible for the availability, content, security, terms or privacy practices of third-party services.
The inclusion of an external link does not necessarily constitute an endorsement.
Website Availability
We aim to keep the Website available and functioning correctly, but uninterrupted or error-free access cannot be guaranteed.
We may update, suspend, restrict or withdraw parts of the Website without notice where reasonably necessary for maintenance, security, operational or legal reasons.
Limitation of Liability
We make reasonable efforts to ensure that the information published on this Website is accurate and up to date. However, we do not guarantee that all Website content will always be complete, accurate or suitable for every individual circumstance.
To the fullest extent permitted by law, LUCOLE LTD shall not be liable for indirect or consequential loss arising solely from the use of, or inability to use, this Website.
Nothing in these Terms excludes or limits liability where exclusion or limitation is prohibited by law, including liability for fraud, fraudulent misrepresentation, death or personal injury caused by negligence, or a client’s statutory consumer rights.
Privacy and Data Protection
Your use of this Website and our handling of personal information are also governed by our Privacy Policy and applicable data protection law.
Please review the Privacy Policy to understand how personal information is collected, used, stored and protected.
Changes to These Terms
We may update these Terms & Conditions from time to time to reflect changes to our services, fees, business practices or legal obligations.
The updated version will be published on this page together with the revised “Last updated” date.
Changes will not normally apply retrospectively to services or packages already purchased unless required by law or expressly agreed with the client.
Severability
If any provision of these Terms is found to be invalid, unlawful or unenforceable, the remaining provisions will continue in effect.
Governing Law
These Terms & Conditions are governed by and interpreted in accordance with the laws of England and Wales.
The courts of England and Wales will have jurisdiction, subject to any mandatory consumer rights that allow a client to bring proceedings in another applicable jurisdiction.
Contact
If you have any questions about these Terms & Conditions, cancellations, refunds or our services, please contact:
LUCOLE LTD
167–169 Great Portland Street, 5th Floor
London W1W 5PF
United Kingdom
Email: hello@lu-cole.com