Terms of use and of service
Last updated 1 August 2026
These are the terms on which I provide this website, and how coaching with me works. Sections 4 and 9 matter most, because they cover what coaching is, what it isn't, and what to do if something urgent happens. They're worth reading even if you skip the rest.
1. Who I am
I'm Dr Jo Cranwell, trading as Jo Cranwell Coaching, a sole trader based in the United Kingdom. You can write to me at [email protected], and if you need my postal address, email me and I'll send it to you.
I'm a Chartered Psychologist of the British Psychological Society, a UKIHCA Accredited Health and Wellbeing Coach and a Personalised Care Institute Practitioner. I work to the codes of conduct of the British Psychological Society and the UK & International Health Coaching Association.
2. What these terms cover
Two separate things. Using this website means accepting sections 3 and 10 to 13. The rest sets out how coaching works, so you know before you commit to anything.
Your Client Agreement is the contract, not this page. When you start coaching you'll read and sign a fuller Client Agreement covering confidentiality, records, consent and how we'll work together. It's written to say the same things as this page. Where the two ever differ, your signed Client Agreement is what counts, and please tell me so I can correct whichever one is wrong.
How I handle personal information is set out in the privacy notice.
3. Using this website
This site is here to explain what I do and help you decide whether to get in touch. It's general information rather than advice for your situation, and reading it doesn't make you my client. There's nothing to fill in and nothing to download. Coaching worksheets are never posted here, and only ever go to clients directly.
I keep it accurate as far as I reasonably can, but I can't promise it's complete or free of errors, and I may change what's on it at any time. I also can't promise it will always be available. One or two buttons take you to services I don't run, such as the booking page, and those aren't mine to answer for.
The words and images here are mine and protected by copyright. Read them, and print a copy if it's useful. Please don't republish them or pass them off as your own.
4. What coaching is, and what it isn't
This is the most important section on the page.
Coaching is a working partnership. I bring structure, questions and evidence. You bring the knowledge of your own life. You stay in the driving seat throughout, so I won't tell you what your goals ought to be, and nothing we agree in a session is an instruction.
Coaching is not medical care, therapy, or dietetics.
- I'm not a medical doctor. My doctorate is a PhD. I don't diagnose, treat or advise on medical conditions, and I don't interpret test or blood results.
- I'm not a dietitian, so I don't prescribe therapeutic diets or supplements to treat a condition.
- I'm not a therapist, counsellor or clinical psychologist. Coaching looks forwards, and it isn't the right setting for working through trauma or treating a mental health condition.
- Chartered Psychologist isn't a clinical qualification. It's a professional standing awarded by the British Psychological Society. It doesn't make me a practitioner psychologist, and I don't diagnose, assess or treat.
Coaching doesn't replace anything your GP or another health professional has told you. If the two ever seem to conflict, follow their advice and let me know. If something comes up that coaching can't properly help with, I'll say so and point you towards where it's better dealt with.
5. How coaching is agreed
It goes in this order, and nothing is binding until the last step.
- A discovery call, which is free, puts no obligation on either of us, and isn't a coaching session. It's how we both work out whether this is right.
- A programme and a fee, confirmed to you in writing, so you know exactly what you're buying and what it costs before you agree to anything. Programmes shown on this site are an invitation to discuss rather than an offer I'm bound to.
- The Client Agreement, which you read and sign. That's the point the contract is made, and I'll send you your own copy of what you agreed to.
I may decline to take someone on, or suggest a different kind of support, where I don't think coaching is the right fit. That's a professional judgement and part of doing this properly.
Between sessions I may send you a worksheet as a single-use link addressed to you by name. Those links are personal to you, so please don't forward them, and tell me if you think one has gone astray. You'll never be asked to create an account or a password, and if anyone contacts you claiming to be me and asks you to, it isn't me.
The worksheets stay my copyright and are meant for your own coaching rather than to pass on. Anything you write on one is yours.
6. Fees and payment
The fee for your programme is agreed with you and confirmed in writing before we start. I'm not VAT registered, so the figure I give you is the figure you pay.
Payment is by card. I'll send you a secure payment link, and you pay on the payment company's own page rather than anywhere on this website. Your card details go to them and never to me. Sessions in a package are drawn down as they're used, and if I change my prices later, it won't affect a programme you've already agreed.
7. Moving a session
Please give me at least 24 hours' notice if you need to move a session, and I'll do the same for you. A session cancelled with less notice is chargeable, unless it was something neither of us could have seen coming. Life happens, and I'll be reasonable about it.
If you're running late we'll still finish at the time we were due to, since the session can't run into someone else's. If I'm ever late, you get your full time.
8. Your 14-day right to change your mind
Because we arrange this at a distance, by email, online or over the phone, the law gives you a right to cancel. It sits alongside the rescheduling policy above rather than replacing it.
You can cancel within 14 days of entering into the agreement, for any reason or for none at all, and get a full refund. Just tell me in writing before the 14 days are up. An email to [email protected] saying you've changed your mind is all it takes. There's a cancellation form at the end of the printed Client Agreement if you'd rather use one, but you don't have to.
If you'd like to start within those 14 days, you say so when you sign, and that counts as asking me to begin. If you then cancel part way through, you only pay for the sessions you've actually had and I refund the rest. If we finish all the coaching you booked inside the 14 days, at your request, the right to cancel ends there. Refunds go back the way you paid, within 14 days of you telling me.
9. If something urgent happens
I work by appointment, and I'm not available between sessions for anything urgent. If you're in crisis, or you think you or someone else is at immediate risk, please contact your GP, NHS 111, the Samaritans on 116 123, or 999, rather than waiting to speak to me.
10. What I can and can't promise, and how this ends
I'll bring my full attention and skill to this. What I can't do is promise a particular outcome. The changes you make, and what comes of them, depend on your circumstances, your health and the choices you make between our sessions. Those decisions stay yours, as does telling me if your health changes or a health professional advises something that affects what we're doing.
Either of us can end this at any point, in writing. Anything you've paid for and not yet had will be refunded. If I think your needs would be better met by someone else, I'll say so and help you find the right person.
If something outside my control stops me delivering a session, such as illness or a power failure, I'll tell you as soon as I can and we'll rearrange. If a significant part of your programme can't be delivered, you can end it and I'll refund what you've paid for and not had.
11. My liability to you
Nothing in these terms limits my liability for death or personal injury caused by negligence, for fraud, or for anything else the law doesn't allow me to limit. Your rights as a consumer under the Consumer Rights Act 2015, including that a service be carried out with reasonable care and skill, apply and aren't affected by anything here.
Beyond that, I'm not liable for loss that wasn't a foreseeable result of my breaking these terms, or for business losses such as lost profit or lost opportunity, since I provide coaching to you as an individual. Where I am liable, my total liability is limited to the fees you've paid me for the coaching in question. I'm not liable for decisions you take or don't take as a result of coaching, or for anything arising because you followed coaching instead of medical advice.
12. If you're unhappy
Please tell me first, at [email protected]. Most things are best sorted out directly and I'd far rather hear it from you.
If that doesn't settle it, you can take it to the British Psychological Society or the UK & International Health Coaching Association, whose codes of conduct I work to. If your complaint is about how I've handled your personal information, you can also go to the Information Commissioner's Office at ico.org.uk.
13. Other terms
You can't transfer your programme to someone else without my agreement in writing. If any part of these terms turns out to be unenforceable, the rest still stands, and if I don't insist on something straight away, that doesn't mean I've given it up. These terms are between you and me, and nobody else has the right to enforce them.
They're governed by the law of England and Wales, and the courts of England and Wales have jurisdiction. If you live in Scotland or Northern Ireland, you can bring proceedings in your own courts.
I may update this page from time to time, and the date at the top shows when it last changed. The terms that apply to your coaching are the ones in force when you signed your Client Agreement, so a change here doesn't rewrite what you already agreed.