These terms apply to coaching engagements with Infinity Learning. They are summarised here for transparency; a tailored engagement letter is issued at the start of each piece of work and is the authoritative document.
1. What we are agreeing.
A coaching engagement consists of a series of confidential 1:1 or team coaching sessions over an agreed period. Each engagement starts with a free 30-minute discovery call to confirm fit.
Coaching is not consulting, mentoring, training, therapy or legal advice. We do not provide guarantees of specific outcomes. We provide structured space for your own thinking.
2. Fees and payment.
Fees are bespoke and agreed at the discovery call. Most engagements are paid in two instalments — before the first session and at the mid-point. Some clients prefer session by session. Both are workable.
Invoices are payable within 14 days. Schools, MATs and small charities receive a reduced rate; this is applied without you having to ask.
No retainers by default. No automatic renewals. You can stop the engagement at any time and only pay for sessions delivered.
3. Cancellation and rescheduling.
Routine reschedules: 48 hours notice, no charge. Less than 48 hours: a token fee applies unless the reschedule is caused by genuine emergency, illness, or school crisis.
Withdrawal from the engagement: at any time. Fees apply only for sessions already delivered. Pre-paid sessions not yet delivered are refunded within 14 days.
If we cancel: on the rare occasion Hiral has to cancel for any reason, we either reschedule at no cost or refund the session in full, your choice.
4. Confidentiality.
Everything you say is confidential. The full list of exceptions (safeguarding, risk to life, mandatory crime reporting, court order) is set out in the ethics and supervision page.
If your organisation is paying, they receive confirmation that sessions are occurring — nothing about content.
5. Between sessions.
Light-touch contact between sessions is part of the engagement: short emails, voice-notes when something genuinely needs flagging. We aim to respond within one working day during weekdays.
Coaching is not a 24/7 service. We do not offer crisis support. If something urgent is happening that needs immediate attention, please contact the appropriate service (Samaritans 116 123, your GP, NHS 111, or 999 for emergencies).
6. Records and data.
Brief session notes are kept — initials and themes only, no detailed disclosure. Held in encrypted storage. Retained for 7 years post-engagement for professional indemnity purposes, then permanently destroyed. Full details in the privacy policy.
7. Limits of liability.
Coaching outcomes depend on what you choose to do with the sessions; we do not guarantee specific outcomes and we are not responsible for actions you take based on our work together.
Total liability for any claim arising from an engagement is limited to the fees paid for that engagement. Nothing in these terms limits liability for personal injury caused by negligence, fraud, or anything else that cannot be limited by law.
8. If something goes wrong.
Please tell us directly — in session if you can, by email if not. Most concerns are best resolved that way. The formal complaints route is set out on the ethics and supervision page.
9. Governing law.
These terms are governed by the law of England and Wales. Disputes are subject to the exclusive jurisdiction of the English courts.
A tailored engagement letter is signed at the start of each engagement. Last reviewed 14 May 2026.