Terms of Service

Coaching Participants

1. Introduction

These Terms of Service (“Terms”) govern access to and use of services provided by Coaching Centre Pty Ltd (ABN 47 662 226 897) (“Coaching Centre”, “we”, “us”, or “our”) by individuals who access the Coaching Centre platform or receive coaching or related services through it (each, a Participant). The Services may include online (virtual) coaching, in-person coaching, courses, workshops, the Coaching Centre website, and any related software, applications, tools, or other services we may provide (collectively, the Services). By accessing or using the Coaching Centre Platform or participating in any Services, you acknowledge that you (“Participant”, “you”, or “your”) have read, understood, and agree to be bound by these Terms of Service. These Terms apply only to invited or enrolled Participants and do not constitute an offer to the general public.

2. Definitions

• Coach: An individual engaged or appointed by Coaching Centre who has completed Coaching Centre certification and is authorised by Coaching Centre to provide professional coaching. This may include, where applicable, an AI coach developed exclusively for Coaching Centre.
• Coaching: A one-on-one or group service conducted online or in person between the Participant and the Coach, forming an integral part of the Services.
• Coaching Platform (“Platform”): The digital system provided by Coaching Centre that enables Participants to access the Services, including scheduling, communication, and related functionality.
• Confidentiality: The obligation and practice of maintaining sensitive or confidential information and not disclosing such information except where permitted by these Terms, required by law, or authorised by the relevant individual.
• Organisation: An incorporated body or other legal entity through which a Participant has been granted access to the Services.
• Participant: An individual who accesses or uses the Platform or receives the Services, whether as an individual or through an Organisation.
• Personal Information: Personal information as defined under the Privacy Act 1988 (Cth).
• Program: A coaching program that outlines the structure and delivery of the Services, including duration, session frequency, and other relevant information, as made available by Coaching Centre from time to time.
• Services: Coaching and any related services provided by Coaching Centre through the Platform or otherwise, including those delivered as part of a Program.
• Session: A single coaching interaction between a Participant and a Coach during which Coaching is delivered.

3. Duties, Obligations and Responsibilities

3.1 Coaching Centre

• Coaching Centre will ensure that all tools, resources, and technology reasonably necessary to deliver the Services are available to Participants and Coaches at the commencement of the Services.
• In the event of unforeseen circumstances or disruptions, Coaching Centre and its representatives, including Coaches, will make reasonable efforts to provide a suitable resolution as soon as practicable.
• Coaching Centre ensures that all Coaches operate to appropriate professional standards, hold relevant accreditation where applicable, and adhere to the International Coaching Federation (ICF) Code of Ethics.
• Coaching Centre will identify, monitor, and manage conflicts of interest and, where relevant, work with the Participant and/or any Organisation involved to resolve such issues as soon as reasonably practicable.
• Coaching Centre will address any Participant concerns in a timely and professional manner.
• Except as expressly stated in these Terms, Coaching Centre makes no guarantees or warranties regarding the Services and is not liable for any indirect or consequential loss, to the extent permitted by law.

3.2 Organisation

Where a Participant’s access to the Services is provided through an Organisation, the Participant acknowledges that, under separate arrangements between Coaching Centre and the Organisation, and subject to those arrangements:

• The Organisation has committed to providing Participants with access to the necessary tools, resources, and sufficient time to participate in the Services.
• The Organisation has committed to informing Participants of any contractual obligations relevant to their participation in the Services.

3.3 Participant

• The Participant is solely responsible for all actions, decisions, and outcomes arising from or related to their participation in the Services and acknowledges that the effectiveness of coaching depends on their active engagement during and between Sessions.
• The Participant understands that coaching is a collaborative, future-focused process that may address various areas of life and work, including leadership, relationships, performance, and wellbeing. The Participant retains sole responsibility for decisions about how and to what extent to approach any topic raised during Sessions, and for any actions taken or implemented as a result of the coaching process.
• The Participant acknowledges that coaching is distinct from consulting or therapy and is not a substitute for medical, legal, financial, or psychological advice. The Participant agrees to seek independent professional guidance where appropriate. If the Participant is under the care of a mental health professional, it is strongly recommended that they inform that provider of their participation in coaching.
• The Participant agrees to communicate honestly, be open to feedback, allocate appropriate time and energy for coaching, and actively participate in the coaching process.
• The Participant will schedule coaching Sessions via the Platform at least 72 hours in advance, subject to Coach availability.
• The Participant agrees not to cancel or reschedule any Session within 24 hours of the scheduled start time. Any Session cancelled or rescheduled within this period, or not attended, will be forfeited and counted as a completed Session, or otherwise treated in accordance with the applicable Program guidelines.
• The Participant acknowledges that repeated cancellations or no-shows may result in further actions being taken in relation to their access to the Services.
• The Participant is responsible for ensuring access to the required technology and the ability to use it effectively before the first Session.
• The Participant must communicate with the Coach using the secure messaging system provided by the Platform.
• The Participant agrees to raise any concerns or issues with Coaching Centre promptly.
• The Participant must take reasonable steps to protect the confidentiality of their login details for the Platform and must not share their login credentials or allow any other person to access the Platform using their account.

3.4. Coach

• The Coach will engage with the Participant in a thought-provoking and exploratory coaching process designed to support the Participant to maximise their personal and professional potential, while maintaining openness, transparency, and honesty throughout the coaching relationship.
• The Coach will act in the Participant’s best interests within the scope of the coaching relationship and in accordance with applicable professional standards.
• The Coach will maintain ethical standards in accordance with the International Coaching Federation (ICF) Code of Ethics.
• The Coach will accurately represent their qualifications, expertise, experience, and credentials.
• The Coach will identify any issues that may reasonably affect their coaching performance or professional relationships, including real or perceived conflicts of interest. Where such conflicts arise, the Coach will disclose them and, where appropriate, offer to withdraw from the engagement.
• The Coach will support the Participant to remain accountable to their objectives and will prioritise the Participant’s agenda, ensuring that coaching remains focused on the areas identified by the Participant, with additional areas addressed by mutual agreement.
• The Coach will uphold the confidentiality of the coaching relationship and ensure that any records maintained in connection with the Services are handled in accordance with applicable confidentiality and record-keeping standards.
• The Coach will make reasonable efforts to be available for the Participant to book coaching Sessions at mutually agreed times, subject to availability.
• The Coach will communicate with the Participant promptly via the secure messaging system provided by Coaching Centre, unless otherwise agreed or required.

4. Session Frequency and Program Types

• Fixed-session Programs: Participants enrolled in a fixed number of Sessions must complete all Sessions within the applicable Program duration. Any unused Sessions will expire at the end of the Program term.
• Unlimited Programs: Participants with unlimited coaching access may schedule Sessions as needed, subject to reasonable frequency, Coach availability, and applicable Program guidelines. Participants are encouraged to pay attention to best practices and relevant research. Extended gaps between Sessions (e.g. more than three or four weeks) may reduce momentum, while Sessions scheduled too closely together (e.g. weekly) may limit opportunities for reflection and application. Coaches may periodically discuss Session rhythm with Participants to support a steady approach that allows for reflection, continuity, and meaningful progress through coaching.

5. Confidentiality

• The coaching relationship and all information shared between the Participant and the Coach (whether written, verbal, or digital) are treated as confidential, in accordance with the International Coaching Federation (ICF) Code of Ethics.
• Confidential information will not be disclosed without the Participant’s consent, except where required by law, court order, or where there is a serious and imminent risk of harm to the Participant or others.
• Confidential information does not include information that is already known other than through the coaching relationship, is publicly available, or is lawfully obtained from a third party.
• The Coach may maintain private notes, accessible only by them, of coaching Sessions to support continuity in the coaching process and for professional purposes. Any such records will be securely stored and managed in accordance with applicable privacy laws and professional ethical standards. The Coach will explain the nature, purpose, and method of record-keeping at the outset of the coaching relationship, including how records are safeguarded, retained, and securely disposed of when no longer required.
• Coaching Centre will treat all information relating to the Participant and their use of the Services as confidential and handle such information in accordance with these Terms, applicable privacy laws, and Coaching Centre’s policies, subject to any lawful disclosure obligations.
• Coaching Centre will not disclose the content of individual coaching Sessions or information that reasonably identifies a Participant without the Participant’s consent, except as required by law or where there is a serious and imminent risk of harm.

6. Data Protection and Privacy

• Coaching Centre collects only the personal information reasonably necessary to deliver the Services and to operate the Platform, and handles such personal information in compliance with the Privacy Act 1988 (Cth) and applicable privacy principles.
• Coaching Centre will not share or disclose Participant personal information without consent, except where required or authorised by law.
• Participant data, including Personal Information, communication records, and platform-related materials, will be stored on secure systems managed by or on behalf of Coaching Centre and protected by appropriate technical and organisational security measures.
• Coaching Centre maintains reasonable security measures designed to protect Participant data against unauthorised access, data breaches, and other security risks.
• Coaching Centre retains Participant data for the duration of the applicable Program and for a reasonable period thereafter as required for legal, regulatory, contractual, or auditing purposes, after which such data will be securely deleted or de-identified.

7. Feedback, Evaluation and Support

• Coaching Centre conducts ongoing evaluations and surveys to improve service quality.
• Participants are encouraged to provide feedback to their Coach or directly to Coaching Centre through the Platform.
• For technical or administrative support, Participants may contact Coaching Centre via the help functions available within the Platform.

8. Limitation of Liability

• Coaching Centre does not guarantee any specific outcomes or results arising from participation in the Services.
• To the extent permitted by law, Coaching Centre’s total liability for any claim arising out of or in connection with the Services is limited to the amount paid for the applicable Program giving rise to the claim.
• To the extent permitted by law, Coaching Centre is not liable for any indirect, consequential, or special loss arising from the use of, or inability to use, the Services.
• Nothing in these Terms excludes, restricts, or modifies any rights or remedies that cannot be excluded under the Australian Consumer Law.

These Terms are governed by the laws of Queensland, Australia, and Participants submit to the non-exclusive jurisdiction of the courts of Queensland.Coaching Centre may update these Terms from time to time. Updated Terms will be made available through the Platform, and continued use of the Services after such updates constitutes acceptance of the revised Terms.