Terms & Cancellations

Last updated: 7 September 2026

Who you are contracting with

Coaching is provided by Tom Smith, trading as Tom Charles Coaching, based in Thame, Oxfordshire.

What coaching is, and is not

Coaching is a collaborative conversation aimed at helping you gain clarity, make decisions and change patterns that are not serving you. It is not therapy, counselling, psychiatric treatment or medical care, and it is not a substitute for any of them.

If what you are dealing with would be better served by clinical support, I will say so and help you find it. If you are in crisis or at immediate risk, please contact your GP, NHS 111, or the emergency services.

Sessions

Sessions are 90 minutes unless otherwise agreed.
Sessions take place over video by default, or in person at the private practice in Thame, or at your home where a mobile consultation has been arranged.
Sessions are talking-based and fully clothed. There is no physical or sexual contact of any kind.
Couples may be seen together or individually, as agreed at the outset.

Cancellations and rescheduling

Please give at least 24 hours’ notice to cancel or reschedule a session. Sessions cancelled or rescheduled with less notice, and sessions missed without notice, are charged in full.

If I need to cancel or move a session, it will be rescheduled at no cost to you, or refunded if a suitable time cannot be found.

Payment

Programmes are payable in advance, in full or in instalments agreed before the work starts. Prices are as shown on the site at the time of booking. Mobile consultations outside Thame carry a separately agreed travel charge.

Unused sessions in a programme remain available for 12 months from the date of purchase. If you decide not to continue, sessions already taken are charged at your programme’s per-session rate and the balance is returned to you.

Single sessions and the programme credit

A single private 90-minute session may be booked on its own for £195, payable in advance. If you go on to book any coaching programme within 14 days of that session taking place, that session is converted into the first session of the programme: the £195 is deducted from the programme price and the balance is payable. Converting to Foundations leaves £555 payable and a further four sessions; to Transformation, £1,980 and a further fourteen; to Deep Transformation, £3,180 and a further twenty-four. The total number of sessions in the programme is unchanged.

The credit applies once, to one programme, and cannot be exchanged for cash, transferred to another person or combined with a second single-session credit. A single session booked on its own is not covered by the first session guarantee below, as the session is the whole of what was purchased.

What a programme includes

Single sessions and programmes are the same 90 minutes of coaching. Programmes carry commitments that a single session does not:

A held slot. Your session time is reserved for the run of the programme. If I need to move it, I will offer an alternative within the same week.
Payment by instalment. Available on any programme, agreed before we begin, at no surcharge.
The first session guarantee. Set out below. It does not apply to single sessions.
A written plan after your first session, on Transformation and Deep Transformation.
Messaging between sessions on Transformation and Deep Transformation. Email or voice note, with a reply within one working day, Monday to Friday. This is coaching support between sessions, not crisis or out-of-hours support, and it is not a substitute for medical or emergency care.
Progress reviews. At the midpoint on Transformation, and every five sessions on Deep Transformation.
A held rate. Your per-session rate is fixed for 12 months from purchase on Transformation, and 24 months on Deep Transformation, including for any programme you buy again within that period. Published prices may change in the meantime.

First session guarantee

Every programme is guaranteed on its first session. If, after your first 90-minute session, you tell me the work is not right for you, that session is charged at your programme’s per-session rate and the balance of the programme is refunded in full. No reason is required.

To use the guarantee, tell me before your second session. Refunds are returned to the original payment method, normally within 10 working days. Where a programme is being paid in instalments, remaining instalments are cancelled and any amount already paid above the single-session charge is refunded.

Confidentiality

Everything discussed in a session is confidential and will not be shared. The exceptions, which are the standard limits on confidentiality, are where there is a serious risk of harm to you or to someone else, where a child or vulnerable adult may be at risk, or where disclosure is required by law.

Where couples are seen individually, I will agree with both partners at the outset how information is handled between the individual and joint sessions.

Your responsibility

Coaching is a collaboration. The decisions you make and the actions you take remain yours. Outcomes cannot be guaranteed, and nothing discussed in a session should be treated as medical, legal or financial advice.

Insurance and complaints

Professional indemnity insurance is held. If anything about the work is not right, please raise it with me directly at tom@tomcharles.co.uk and I will address it.

Governing law

These terms are governed by the law of England and Wales.