Terms & Conditions

These Terms & Conditions (“Terms”) govern the purchase and use of coaching services offered by theMettle.coach, operated by Andrew Mainwaring (“Coach”). By booking a discovery call, purchasing a coaching package, or engaging in coaching services, you (“Client”) agree to these Terms.

These Terms operate alongside the Coaching Agreement, which governs the nature of the coaching relationship itself.

Coaching services are offered as a professional, forward-focused partnership designed to support clarity, resilience, and intentional decision-making.

Coaching is not therapy, counseling, medical treatment, mental health care, legal advice, or financial advice, and does not diagnose or treat any condition. Outcomes are not guaranteed.

All sessions, packages, and services are booked through the Paperbell platform. Access to coaching services is confirmed once payment has been successfully processed.

The Client is responsible for providing accurate contact information and ensuring access to the required technology for sessions.

Access to coaching services is dependent on the availability and functionality of the Paperbell platform. theMettle.coach is not responsible for temporary platform outages, maintenance, or technical failures outside the Coach’s control.

Fees, payment schedules, and package details are clearly presented at the time of purchase.

Payments are processed securely via Stripe through Paperbell.

Coaching engagements reserve time, attention, and availability in advance. By completing a purchase, the Client authorizes payment according to the selected option, including any installment or recurring payment plan. Authorization remains in effect unless canceled in accordance with the stated cancellation terms.

Where a payment plan is selected, the Client agrees to complete all scheduled payments regardless of whether all sessions have been used. Failure to complete a scheduled payment does not release the Client from their payment obligation. If a scheduled payment is not received within fourteen (14) days of its due date, coaching services will be paused until payment is received. If payment remains outstanding for thirty (30) days or more, the Coach reserves the right to end the engagement. The remaining balance remains due.

Stripe receipts and payment confirmations are issued automatically.

The Client may cancel their coaching engagement within seven (7) days of purchase, provided that no coaching sessions have taken place. In this case, a full refund will be issued.

Once the first coaching session has been completed, the cooling-off period no longer applies and the engagement is considered active.

Because coaching services involve advance commitment of time and resources:

Substantive coaching work is considered to have begun upon completion of the Client’s first scheduled coaching session. Once substantive coaching work has begun, payments are non-refundable.

If the coaching relationship ends early due to ethical concerns, misalignment, or conflict of interest before substantive work has occurred, any unused portion may be handled by mutual agreement, as outlined in the Coaching Agreement.

Missed sessions or late cancellations may be forfeited according to the scheduling policies communicated at the start of the engagement.

The Client agrees to attempt resolution directly with the Coach before initiating any chargeback or payment dispute with their financial institution. Chargebacks do not negate the Client’s contractual obligations. In the event of a payment dispute, records of the signed agreement, session attendance, scheduling, and service delivery may be used to support resolution.

Clients are encouraged to raise concerns directly so they can be addressed respectfully and promptly.

Sessions are scheduled in advance. The Client is responsible for attending sessions as scheduled.

Sessions may be rescheduled with at least 24 hours’ notice. Cancellations or rescheduling requests made with less than 24 hours’ notice may result in the session being forfeited.

Repeated missed sessions or late cancellations may impact availability and are not guaranteed to be rescheduled.

Sessions are conducted via video conference (typically Google Meet), unless otherwise agreed.

Between-session communication, when included, is intended for brief reflections or clarifying questions and is not continuous support or crisis care.

The Client is responsible for maintaining a stable internet connection and a private environment. In the event of technical disruption, reasonable efforts will be made to continue via an alternative method or reschedule.

Coaching services do not include crisis support, emergency services, or mental health care. Clients experiencing acute distress or safety concerns should seek appropriate professional or emergency support.

Information shared during coaching is treated as confidential, subject to legal exceptions (such as risk of harm).

Client data is stored securely within Paperbell and associated service providers (such as Stripe) in accordance with their privacy and security standards.

Coaching notes are for internal use only and are not shared without consent.

Any original materials, frameworks, exercises, or content created by the Coach and provided during the coaching engagement remain the intellectual property of theMettle.coach. The Client may use these materials for personal purposes in connection with their own development but may not reproduce, distribute, or share them without written consent.

Third-party tools and assessments used during the coaching engagement (such as the Energy Leadership Index) remain the intellectual property of their respective owners and are subject to their own terms of use.

The Client remains fully responsible for their decisions, actions, and outcomes. Coaching supports reflection and choice but does not direct or control the Client’s actions.

Either party may determine that continuing the coaching relationship is no longer appropriate. In such cases, the relationship will be brought to a close respectfully and ethically.

Termination does not alter payment obligations already incurred. Any remaining sessions, access, or refunds are governed by these Terms and the Coaching Agreement.

The Coach is not liable for decisions, actions, or outcomes resulting from coaching services. Coaching involves exploration, reflection, and personal responsibility.

To the maximum extent permitted by law, the Coach’s liability is limited to the fees paid for the coaching services giving rise to the claim. The Coach is not liable for indirect, incidental, or consequential outcomes.

These Terms shall be governed and construed in accordance with the laws of the State of New York, without regard to conflict of laws principles. This provision does not limit the Coach’s ability to work with clients outside the State of New York or internationally.

The Coach practices in alignment with the ethical standards of the International Coaching Federation (ICF).

By purchasing or engaging in coaching services, the Client confirms they have read, understood, and agreed to these Terms & Conditions.