Terms of Service
1. Introduction and Scope
These Terms of Service ("Terms") govern your access to and use of the website located at https://www.onwardandupwardcoaching.com and all coaching services offered by Onward and Upward Coaching, a company registered in the Netherlands under registration number KVK 92019986, with its registered address at Bestevâerstraat 96-3, 1056 HR Amsterdam, the Netherlands ("Coach", "we", "us", "our").
By creating an account or booking a session, you confirm that you have read, understood and agree to be bound by these Terms. Where you are a consumer — meaning a natural person acting for purposes outside your trade, business, craft or profession — mandatory consumer protection rules applicable in your country of residence take precedence over any conflicting provision in these Terms, to the extent required by applicable law.
If you do not agree to these Terms, you must not use our services.
These Terms apply to all users aged 18 years or older. Our services are not intended for persons under the age of 18.
2. Our Services
We provide online career and life coaching services ("Services") delivered by video call, on a one-on-one basis. Coaching is a professional relationship focused on personal and professional development. It is not therapy, counselling, psychotherapy, or any other form of regulated mental health treatment, and does not substitute for professional medical, psychological or legal advice.
If at any point during our relationship we determine that coaching is not appropriate or safe in your circumstances, we reserve the right to suspend or terminate the provision of Services and, where appropriate, refer you to suitable professional support.
A full description of available service packages and fees is set out on our website at https://www.onwardandupwardcoaching.com.
3. Account Registration
To book and attend sessions, you must register an account. You agree to provide accurate, current and complete information and to keep your account details up to date. You are responsible for maintaining the confidentiality of your login credentials and for all activity that takes place under your account.
4. Booking and Contract Formation
A binding agreement for a specific coaching session or package is formed when:
(a) you have completed the booking process on our website and received a written booking confirmation from us by e-mail; and
(b) we have confirmed acceptance of your booking.
We reserve the right to decline a booking at our discretion, for example if we conclude that coaching is not suitable for your situation at that time.
5. Consumer Right of Withdrawal
This section applies only where you are a consumer.
Where you book a coaching service that will be performed within 14 days of the date of booking, you have the right to withdraw from the contract within 14 calendar days of the date of booking without giving any reason ("withdrawal period").
However, if you wish the service to begin before the end of the withdrawal period, we require your express prior request to do so. By checking the relevant confirmation box during the booking process, you acknowledge that:
(a) you expressly request that the service commences before the withdrawal period expires;
(b) if the service is fully performed within the withdrawal period, you lose your right of withdrawal once performance has been completed; and
(c) if you withdraw after partial performance has begun at your request, you will owe a proportionate payment for services already delivered.
To exercise your right of withdrawal, you must notify us by e-mail to melinda@onwardandupwardcoaching.com or in writing to Bestevâerstraat 96-3, 1056 HR Amsterdam, the Netherlands before the withdrawal period expires. You may use the model withdrawal form below, though use of that form is not mandatory.
Model Withdrawal Form
To Onward and Upward Coaching, Bestevâerstraat 96-3, 1056 HR Amsterdam, the Netherlands, melinda@onwardandupwardcoaching.com:
I/We hereby notify you of my/our withdrawal from the contract for the provision of the following service: [description of session/package].
Booked on: [date] Name of consumer(s): [name] Address of consumer(s): [address] Signature (if submitted on paper): [signature] Date: [date]
6. Fees, Payment and Invoicing
All fees are as stated on our website at the time of booking. Prices are inclusive of applicable taxes unless stated otherwise.
Payment is due at the time of booking, unless we have agreed alternative payment terms in writing. We use Wix Payments to process payments. We do not store your payment card details.
We will issue an invoice or payment confirmation by e-mail following each completed payment.
7. Cancellation, Rescheduling and Refunds
7.1 Cancellation by you
You may cancel a booked session via the online booking system or by e-mail to melinda@onwardandupwardcoaching.com, at least 24 hours before the scheduled start time. If you cancel within this notice period, you will receive a full credit or refund, as applicable. If you cancel with less than 24 hours' notice, or do not attend without notice, the session fee will be forfeited.
You may reschedule a session at no additional charge provided you give at least 24 hours' notice. Rescheduling requests received with shorter notice may not be accommodated, and the original session fee may be forfeited.
7.2 Termination of the coaching relationship by you
You may terminate the ongoing coaching relationship at any time by written or electronic notice to melinda@onwardandupwardcoaching.com. Any fees already paid for sessions not yet delivered will be refunded pro rata, unless otherwise agreed in your Coaching Services Agreement.
7.3 Cancellation by us
If we need to cancel a scheduled session, we will give you as much notice as practicable and offer you an alternative time or a full refund for that session. Where we are unable to continue the coaching relationship, we will give you reasonable notice and refund any prepaid, undelivered sessions.
7.4 Technical failure
If a session cannot proceed due to a technical failure attributable to us, we will reschedule the session or refund the fee for that session at your option.
8. Changes to Sessions and Packages
We reserve the right to make reasonable changes to our service offering. Where any such change materially affects a booking you have already made, we will notify you in advance and you will have the right to cancel that booking with a full refund.
9. Your Obligations
You agree to:
(a) attend sessions punctually and prepared;
(b) engage honestly and in good faith;
(c) use our services only for lawful purposes and not in any way that may harm us or others;
(d) not record sessions without our prior written consent.
10. Intellectual Property
All materials we provide — including worksheets, exercises, frameworks and recorded content — are our intellectual property or licensed to us. You may use these materials for your own personal development only. You may not reproduce, distribute or share them without our prior written consent.
11. Confidentiality
We will treat the content of your coaching sessions as confidential. We will not disclose information shared during sessions to third parties, except:
(a) where required by applicable law or a court or regulatory authority;
(b) where you have given us your explicit consent;
(c) where disclosure is necessary to prevent serious harm to you or others.
12. Liability
12.1 Nothing in these Terms excludes or limits our liability for:
(a) death or personal injury caused by our negligence;
(b) fraud or fraudulent misrepresentation;
(c) any other liability that cannot be excluded or limited by applicable law, including mandatory consumer rights.
12.2 Subject to clause 12.1, our total aggregate liability to you in connection with these Terms, whether in contract, tort (including negligence), or otherwise, shall not exceed the greater of:
(a) the total amount paid by you for services during the six months preceding the event giving rise to the claim; or
(b) EUR 1,000.
12.3 We are not liable for any indirect, consequential, or incidental loss or damage, including loss of income, loss of opportunity or loss of data, except to the extent this cannot be excluded under applicable law.
12.4 Where you are a consumer, mandatory consumer protection rules of your country of residence may give you rights beyond those set out above. These Terms do not affect those rights.
13. Third-Party Tools and Services
We use a number of third-party tools to deliver our services, including for website hosting, scheduling, video conferencing, payment processing, e-signature, and e-mail. A list of these tools and how we use them is set out in our Privacy Policy at https://www.onwardandupwardcoaching.com.
We are not responsible for the actions, content or privacy practices of third-party service providers, though we take reasonable steps to select reputable providers.
14. Privacy and Data Protection
We process your personal data in accordance with our Privacy Policy, available at https://www.onwardandupwardcoaching.com, which forms part of these Terms. Please read it carefully before using our services.
Our use of cookies is governed by our Cookie Policy, also available at https://www.onwardandupwardcoaching.com. Non-essential cookies are only placed on your device with your prior consent.
15. Complaints
If you have a complaint about our services, please contact us in the first instance at melinda@onwardandupwardcoaching.com. We will acknowledge your complaint within 5 business days and aim to resolve it within 30 business days.
Where you are a consumer and your complaint cannot be resolved directly, you may have the right to refer the matter to an alternative dispute resolution body. [If we are affiliated with a specific body, it is: We are not currently affiliated with a specific alternative dispute resolution body and are not obliged to participate in such a procedure.
You may also submit a complaint to the relevant consumer authority in your country of residence.
16. Amendments to These Terms
We may update these Terms from time to time. Where we make changes that materially affect your rights or obligations, we will notify you by e-mail at least 30 days before the changes take effect, stating the effective date. If you do not wish to accept the revised Terms, you may terminate your account and any outstanding service bookings before the effective date, and we will refund any prepaid amounts for undelivered sessions. Your continued use of our services after the effective date of the changes constitutes acceptance of the revised Terms.
17. Governing Law and Jurisdiction
These Terms are governed by Dutch law.
Where you are a consumer, any dispute may be brought before the courts of your country of residence, or before the Dutch courts. Nothing in these Terms removes or restricts your right to bring proceedings in the courts of your country of habitual residence, or to rely on mandatory consumer protection rules applicable in that country.
Where you are not a consumer, any dispute shall be subject to the exclusive jurisdiction of the courts of Amsterdam, the Netherlands.
18. Miscellaneous
If any provision of these Terms is found to be invalid or unenforceable, the remaining provisions continue in full force. Our failure to enforce any right does not constitute a waiver of that right.
These Terms, together with the Coaching Services Agreement, Privacy Policy, Cookie Policy, and Consumer Notice (where applicable), constitute the entire agreement between us in respect of the subject matter hereof.
Onward and Upward Coaching | Bestevâerstraat 96-3, 1056 HR Amsterdam, the Netherlands | melinda@onwardandupwardcoaching.com | https://www.onwardandupwardcoaching.com | KVK 92019986
Last updated: 15 July 2026