Terms of Business
Last updated: 30 September 2026
Information about us
These terms apply to the supply of services by Kirstie Walker-Poole Ltd, trading as Pause & Beyond.
You can find key information about us and our services on our website and in our communications with you before you book. We will also confirm the key details of your booking in writing, usually by email.
Business name
Kirstie Walker-Poole Ltd
Company number
16896369
Registered office
71–75 Shelton Street, Covent Garden, London, WC2H 9JQ
Email
hello@pauseandbeyond.com
By purchasing services from us, you agree to these terms.
1. Introduction
These terms explain how we work, what you can expect from us, and what we ask of you in return. They also set out the basis on which coaching services, programmes, and related materials are provided.
If anything is unclear, please contact us before booking.
2. How we work together
Our intention is to create a coaching relationship that is supportive, respectful, and professionally boundaried.
We commit to:
providing a safe and confidential space
bringing professional skill, care, and attention to the work
treating you with respect, dignity, and compassion
working honestly and transparently, with appropriate boundaries
signposting you to other professionals where needed
Coaching is a collaborative process. Its value depends in part on your willingness to engage openly and take responsibility for your own reflections, choices, and actions.
3. Coaching disclaimer
Coaching is a reflective and developmental process. It is not:
therapy
counselling
mental health treatment
medical advice
a substitute for professional legal, financial, medical, or therapeutic support
We do not diagnose, treat, or guarantee outcomes. You remain responsible for your own decisions, wellbeing, and actions.
If at any point we believe you would be better supported by another form of help, we may pause or end the coaching relationship and suggest appropriate alternative support.
Coaching can be highly valuable, but outcomes vary. No specific results are guaranteed. Progress depends on your participation, circumstances, and commitment.
4. Client responsibilities
To help us work effectively together, you agree to:
attend sessions on time
engage honestly and openly
take responsibility for your own choices and actions
let us know about any relevant accessibility needs
use any coaching materials for your own personal use only
seek professional support where needed outside the scope of coaching
Your progress will depend in part on your own effort, engagement, and circumstances.
5. Confidentiality
Everything shared in coaching is treated with care and confidentiality.
We will only break confidentiality where:
you give explicit permission
we are legally required to do so
we believe you or someone else may be at risk of serious harm
We keep minimal notes, stored securely, and retained only for as long as necessary in line with legal obligations and good practice.
6. Changes to these terms
We may update these terms for future bookings. The version supplied when you book applies to your contract. Changes to an existing booking will be agreed with you in writing, except where a change is required by law.
7. Privacy and acceptable use
Any personal information you provide is handled in accordance with our Privacy Notice.
By using our website, you also agree not to misuse it or attempt to interfere with its operation.
8. Age requirement
You must be at least 18 years old to purchase services from us.
9. Acceptance of your order
A contract between you and us begins only when we confirm your booking or order in writing, usually by email.
Until that point, we are not obliged to provide services.
Any marketing materials, website copy, social media content, or general descriptions are for information only and are not contractual.
10. Entire agreement
These Terms of Business, the Refunds & Cancellations policy, your Coaching Agreement and your completed Booking Confirmation form your contract.
Specific details agreed in your Booking Confirmation take priority over general descriptions. Your Coaching Agreement takes priority over these general Terms of Business where they conflict. Statutory consumer rights always apply.
Our Privacy Notice explains how we handle your personal information.
11. Information about the service
Information about the service that you rely on when deciding to book remains binding where required by law. Nothing in these terms excludes liability for misrepresentation or removes your statutory rights.
12. Providing the services
Services will begin on the date agreed with you or as set out in your confirmation email or invoice.
We aim to deliver services on time, but delays may occasionally occur due to circumstances outside our control.
We may need information from you in order to provide services properly. If this information is not provided, or is incomplete or inaccurate, we may need to delay or pause the service.
We may also pause services to:
address technical or administrative issues
make agreed improvements
respond to urgent or unexpected circumstances
suspend services where payment is overdue
If services are paused by us, we will give you as much notice as reasonably possible where appropriate.
Any materials, digital products, tools, worksheets, or resources provided as part of the services remain our intellectual property unless otherwise stated.
13. Session cancellation and rescheduling
You can rearrange a one-to-one session without charge with at least 48 hours’ notice.
For the core programme, a session cancelled with less notice or missed will normally count within the 12 sessions, with no additional fee. We use discretion for illness or unexpected emergencies. Any retained amount must reflect a fair actual loss and take account of costs saved or a replacement booking.
If we cancel, we will rearrange without you losing a session, or refund its allocated value if we cannot provide it.
The full arrangements are set out in our Refunds & Cancellations policy. Statutory cancellation rights take priority.
Extended breaks from the core programme are agreed in writing, including their effect on sessions, support, payment dates and completion.
Any expiry dates for packages or programmes will be made clear when you book.
14. If there is a problem
If you are unhappy with any part of the service, please let us know as soon as reasonably possible so that we have the opportunity to address it.
We ask that you:
contact us promptly
explain the issue clearly
allow us a reasonable opportunity to respond or put things right
We will make every reasonable effort to resolve genuine concerns within 7 days where possible.
Nothing in these terms affects your legal rights as a consumer.
15. Your right to cancel before services begin
Before services begin, you may have a legal right to cancel within 14 days of our written confirmation of your order.
If you cancel within that period and services have not yet started, we will refund any advance payment you have made.
If you ask us to begin providing services during that 14-day period and then cancel, we may charge for the part of the services already provided.
If the services have already been fully completed, you will not have a right to cancel simply because you are still within the 14-day period.
16. Ending the contract
Either of us may end the core one-to-one programme in writing.
If you end early, we calculate the amount due for completed sessions and any fair applicable session-cancellation loss under our Refunds & Cancellations policy. The remaining programme fee does not automatically become payable.
We refund any overpayment and cancel future instalments apart from any settlement due. Email support ends on early termination, and the separate three-month check-in follows completion of the full programme.
If we end the programme, we settle for services provided and refund any overpayment. We do not charge for future sessions we cannot provide.
Other services have their own booking details, subject to fair cancellation arrangements and your statutory rights. Intellectual property protections continue after the contract ends.
17. Price and payment
Prices are shown on the website, agreed with you directly, or set out in the invoice or booking confirmation.
We may change prices at any time, but any changes will not affect bookings already confirmed.
Any payment due on the first-session date must arrive before that session starts. Completing sessions sooner does not shorten the agreed payment schedule.
Payment is by bank transfer using the details and reference on your invoice. The booking payment forms part of the programme fee and is not automatically retained on cancellation.
If payment is late, we may charge interest at 3% above the Bank of England base rate, calculated daily from the due date until payment is received.
Late payment may also result in services being paused.
18. Intellectual property
All materials, frameworks, worksheets, resources, and digital content provided as part of our services remain the property of Kirstie Walker-Poole Ltd unless otherwise stated.
You are granted a personal, non-transferable licence to use these materials for your own use only.
You may not copy, reproduce, share, publish, distribute, or use them commercially without our written permission.
19. Limitation of liability
We are responsible for loss or damage you suffer where it is a foreseeable result of our negligence or breach of contract.
We are not responsible for loss or damage that is not foreseeable.
Our total liability to you in connection with the services shall not exceed the total fees paid by you for those services.
We are not liable for:
losses that could not reasonably have been anticipated
business losses where services are intended for personal use
decisions you make based on coaching conversations
loss of income, profits, opportunity, or indirect or consequential loss
Nothing in these terms excludes or limits liability for:
fraud or fraudulent misrepresentation
death or personal injury caused by negligence
any other liability that cannot legally be excluded
20. Circumstances beyond our control
We are not liable for failure or delay in performing our obligations where this results from circumstances beyond our reasonable control.
This may include events such as:
illness
strikes or industrial action
fire, flood, or storm
failure of telecommunications or digital systems
epidemic or pandemic
civil unrest, war, or other major disruption
If such circumstances affect the services:
we will let you know as soon as reasonably possible
our obligations may be suspended for the period affected
time for performance may be extended accordingly
If the disruption continues for more than 30 days, either party may cancel the contract.
21. Notices
You can contact us by email, post, or any contact details provided on the website.
We will contact you using the details you provided when placing your order or enquiry.
22. Other important terms
We may transfer our rights and obligations under these terms to another person or entity. If we do, we will let you know in writing.
You may not transfer your rights or obligations under these terms to another person without our written agreement.
This contract is between you and us only. No third party has any right to enforce any part of it.
If any part of these terms is found to be unlawful or unenforceable, the remaining terms will continue in full force.
If we do not immediately enforce any right we have under these terms, that does not mean we have waived that right.
These terms are governed by English law, and the courts of England and Wales will have jurisdiction over any dispute arising from them.
23. Contact us
If you have any questions about these terms, please contact us:
Phone
0333 050 9359
Email
hello@pauseandbeyond.com