Terms & Conditions of Service

1. These terms

1.1 These are the terms and conditions on which we supply products to you, whether these are goods, services (including both 1:1 and group programmes) or digital content.

1.2 Please read these terms carefully before you submit your order to us. These terms tell you who we are, how we will provide products to you, how you and we may change or end the contract, what to do if there is a problem and other important information. If you think that there is a mistake in these terms, please contact us to discuss. 

2. Information about us and how to contact us

2.1 We are Holden Operations Limited a company registered in England and Wales. Our company registration number is 16562998 and our registered office is at 85 Great Portland Street, First Floor, London, W1W 7LTOR.

2.2 You can contact us by telephoning our customer service team at 07921811645 or by writing to us at kirsty@kirstyholden.com

2.3 If we have to contact you we will do so by telephone or by writing to you at the email address or postal address you provided to us in your order. 

2.4 When we use the words “writing” or “written” in these terms, this includes emails.

3. Our contract with you

3.1 Our acceptance of your order will take place when we email you to accept it with a receipt or email confirmation, at which point a contract will come into existence between you and us. 

3.2 If we are unable to accept your order, we will inform you of this and will not charge you for the product. This might be because the product is out of stock, because of unexpected limits on our resources which we could not reasonably plan for, because we have identified an error in the price or description of the product or because we are unable to meet a delivery deadline you have specified. 

3.3 We will assign an order number to your order and tell you what it is when we accept your order. It will help us if you can tell us the order number whenever you contact us about your order.

4. Our products

4.1 The images of the products on our website are for illustrative purposes only. Although we have made every effort to display the colours accurately, we cannot guarantee that a device’s display of the colours accurately reflects the colour of the products. Your product may vary slightly from those images. 

4.2 If we are making the product to measurements you have given us you are responsible for ensuring that these measurements are correct. You can find information and tips on how to measure on our website or by contacting us.

5. Your rights to make changes

If you wish to make a change to the product you have ordered please contact us. We will let you know if the change is possible. If it is possible we will let you know about any changes to the price of the product, the timing of supply or anything else which would be necessary as a result of your requested change and ask you to confirm whether you wish to go ahead with the change. If we cannot make the change or the consequences of making the change are unacceptable to you, you may want to end the contract (see clause 8).

6. Our rights to make changes

6.1 We may change the product to reflect changes in relevant laws and regulatory requirements and to implement minor technical adjustments and improvements.  These changes will not affect your use of the product or service.

6.2 In addition, we may make changes to these terms or the product or service, but if we do so we will notify you and you may then contact us to end the contract before the changes take effect and receive a refund for any products or service paid for but not received.

7. Providing the products or services

7.1 A cost of delivery will be as displayed to you on our website where necessary.

7.2 During the order process we will let you know when we will provide the products or services to you. 

7.2.1 We will begin the services (including both 1:1 and group programmes) on the date agreed with you during the order process.

7.2.2 You may reschedule a coaching session with at least 24 hours’ notice. Sessions cancelled with less than 24 hours’ notice will be treated as delivered and are non-refundable.

7.2.3 If the products are ongoing services (including both 1:1 and group programmes) or a subscription to receive goods or digital content. We will supply the services, goods or digital content to you until either the services are completed or the subscription expires (if applicable) or you end the contract as described in clause 8 or we end the contract by written notice to you as described in clause 10.

7.2.4. Coaching sessions delivered via Zoom are considered provided in full once the scheduled session has taken place, regardless of attendance. Missed sessions are non-refundable unless otherwise agreed in writing.

7.3 If our supply of the products or services is delayed by an event outside our control then we will contact you as soon as possible to let you know and we will take steps to minimise the effect of the delay. Provided we do this we will not be liable for delays caused by the event, but if there is a risk of substantial delay you may contact us to end the contract and receive a refund for any products you have paid for but not received. 

7.4 We may need certain information from you so that we can supply the products or services to you. If so, we will contact you to ask for this information. If you do not give us this information within a reasonable time of us asking for it, or if you give us incomplete or incorrect information, we may either end the contract (and clause 10.2 will apply) or make an additional charge of a reasonable sum to compensate us for any extra work that is required as a result. We will not be responsible for supplying the products or services late or not supplying any part of them if this is caused by you not giving us the information we need within a reasonable time of us asking for it. 

7.5 We may have to suspend the supply of a product or services to:

7.5.1 Deal with technical problems or make minor technical changes;

7.5.2 Update the product or service to reflect changes in relevant laws and regulatory requirements;

7.5.3 Make changes to the product or service as requested by you or notified by us to you (see clause 6).

7.6 We will contact you in advance to tell you we will be suspending supply of the product or service, unless the problem is urgent or an emergency. If we have to suspend the product or service for longer than 1 month you may contact us to end the contract for a product and we will refund any sums you have paid in advance for the product in respect of the period after you end the contract.

7.7 If you do not pay us for the products or service when you are supposed to (see clause 12.4) and you still do not make payment within 7 days of us reminding you that payment is due, we may suspend supply of the products or service until you have paid us the outstanding amounts. As well as suspending the products or service we can also charge you interest on your overdue payments (see clause 12.5).  

8. Your rights to end the contract

8.1 Your rights when you end the contract will depend on what you have bought, whether there is anything wrong with it, how we are performing and when you decide to end the contract:

8.1.1 If what you have bought is faulty or misdescribed you may have a legal right to end the contract (or to get the product repaired or replaced or a service (including both 1:1 and group programmes) re-performed) or to get some or all of your money back, see clause 11;

8.1.2 If you want to end the contract because of something we have done or have told you we are going to do, see clause 8.2;

8.1.3 If you have just changed your mind about the product, see clause 8.3. You may be able to get a refund if you are within the cooling-off period, but this may be subject to deductions and you will have to pay the costs of return of any goods; 

8.1.4 In all other cases (if we are not at fault and there is no right to change your mind), see clause 8.6.

8.2 If you are ending a contract for a reason set out at (1) to (5) below the contract will end immediately and we will refund you in full for any products or services which have not been provided. The reasons are:

8.2.1 We have told you about an upcoming change to the product or services or these terms which you do not agree to (see clause 6.2);

8.2.2 We have told you about an error in the price or description of the product or service you have ordered and you do not wish to proceed;

8.2.3 There is a risk that supply of the products or service may be significantly delayed because of events outside our control; 

8.2.4 We have suspended supply of the products or services for technical reasons, or notify you we are going to suspend them for technical reasons, in each case for a period of more than 1 month; or

8.2.5 You have a legal right to end the contract because of something we have done wrong. 

8.3 For most products bought online you have a legal right to change your mind within 14 days and receive a refund. These rights, under the Consumer Contracts Regulations 2013, are explained in more detail in these terms. 

8.4 You do not have a right to change your mind in respect of:

8.4.1 Services, once these have been completed, even if the cancellation period is still running;

8.4.2 Digital content, once you have started to download or stream it after you have given your consent to waive the 14-day cooling-off period.

8.5 How long you have depends on what you have ordered and how it is delivered.

8.5.1 If you have bought services, (including both 1:1 and group programmes) you have 14 days after the day we contact you to confirm we accept your order. However, once we have completed the services you cannot change your mind, even if the period is still running. If you cancel after we have started the services, you must pay us for the services provided up until the time you tell us that you have changed your mind.

8.5.2 If you bought digital content for download or streaming, you have 14 days after the day we contact you to confirm we accept your order, or, if earlier, until you start downloading or streaming. If we delivered the digital content to you immediately, and you agreed to this when ordering, you will not have a right to change your mind. 

8.6 Even if we are not at fault and you do not have a right to change your mind (see clause 8.1), you can still end the contract before it is completed, but you may have to pay us compensation. A contract for goods is completed when the product is delivered and paid for. A contract for services is completed when we have finished providing the services and you have paid for them. If you want to end a contract before it is completed where we are not at fault and you have not changed your mind, just contact us to let us know. The contract will end immediately and we will refund any sums paid by you for products not provided but we may deduct from that refund (or, if you have not made an advance payment, charge you) reasonable compensation for the net costs we will incur as a result of your ending the contract.

9. How to end the contract with us (including if you have changed your mind)

9.1 To end the contract with us, please let us know by doing one of the following:  

9.1.1 Email us at kirsty@kirstyholden.com. Please provide your name, home address, details of the order and, where available, your phone number and email address. 

9.6 If you are exercising your right to change your mind: 

9.6.1 Where the product is a service, we may deduct from any refund an amount for the supply of the service for the period for which it was supplied, ending with the time when you told us you had changed your mind. The amount will be in proportion to what has been supplied, in comparison with the full coverage of the contract.

9.7 We will make any refunds due to you as soon as possible. If you are exercising your right to change your mind then: 

9.7.1 In all other cases, your refund will be made within 14 days of your telling us you have changed your mind

10. Our rights to end the contract

10.1 We may end the contract for a product at any time by writing to you if:

10.1.1 You do not make any payment to us when it is due and you still do not make payment within 7 days of us reminding you that payment is due;

10.1.2 You do not, within a reasonable time of us asking for it, provide us with information that is necessary for us to provide the products;

10.1.3 You do not, within a reasonable time, allow us to deliver the products to you or collect them from us; or

10.1.4 You do not, within a reasonable time, allow us access to your premises to supply the services.

10.2 If we end the contract in the situations set out in clause 10.1 we will refund any money you have paid in advance for products we have not provided but we may deduct or charge you reasonable compensation for the net costs we will incur as a result of your breaking the contract.

10.3 We may write to you to let you know that we are going to stop providing the product. We will let you know at least 1 weeks in advance of our stopping the supply of the product and will refund any sums you have paid in advance for products which will not be provided. 

11. Price and payment

11.1 The price of the product will be the price set out in the Order or our acceptance of it. We take all reasonable care to ensure that the price of the product advised to you is correct. However please see clause 11.3 for what happens if we discover an error in the price of the product you order. 

11.2 If the rate of VAT changes between your order date and the date we supply the product, we will adjust the rate of VAT that you pay, unless you have already paid for the product in full before the change in the rate of VAT takes effect.

11.3 We accept payment with debit, bank transfers or credit cards. When you must pay depends on what product you are buying:

11.3.1 For services, (including both 1:1 and group programmes) you must make an advance payment of the services, before we start providing them. We may choose to invoice you for the balance of the price of the services when we have completed them OR payment will be required in advanced for the services until the services are completed. You must pay each invoice within 14 calendar days after the date of the invoice.

11.3.2 If you agree to pay by instalments or on a subscription basis, you are legally required to complete all scheduled payments unless otherwise agreed in writing. Failure to make a scheduled payment may result in access to services or digital content being suspended until payment is received in full.

11.4 If you do not make any payment to us by the due date we may charge interest to you on the overdue amount at the rate of 4% a year above the Bank of England base rate from time to time. This interest shall accrue on a daily basis from the due date until the date of actual payment of the overdue amount, whether before or after judgment. You must pay us interest together with any overdue amount. 

11.5 If you think an invoice is wrong please contact us promptly to let us know. 

12. Our responsibility for loss or damage suffered by you

12.1 If we fail to comply with these terms, we are responsible for loss or damage you suffer that is a foreseeable result of our breaking this contract or our failing to use reasonable care and skill.

12.2 We do not exclude or limit in any way our liability to you where it would be unlawful to do so. This includes liability for death or personal injury caused by our negligence or the negligence of our employees, agents or subcontractors; for fraud or fraudulent misrepresentation; for breach of your legal rights in relation to the products and for defective products under the Consumer Protection Act 1987.

12.3 If we are providing services in your property, we will make good any damage to your property caused by us while doing so. However, we are not responsible for the cost of repairing any pre-existing faults or damage to your property that we discover while providing the services. 

12.4 We only supply the products for domestic and private use. If you use the products for any commercial, business or re-sale purpose we will have no liability to you for any loss of profit, loss of business, business interruption, or loss of business opportunity.

12.5 Our coaching services and digital products are for educational and informational purposes only. They are not therapy, counselling, or a substitute for mental health care or medical treatment. You remain responsible for your own wellbeing, decisions, and actions during and after using our services or products. If you are experiencing mental health difficulties, you should seek support from an appropriately qualified professional.

13. How we may use your personal information

13.1 We will only use your personal information as set out in our privacy policy: kirstyholden.com/privacy-policy

13.2 We will only give your personal information to third parties where the law either requires or allows us to do so. 

14. Other important terms

14.1 We may transfer our rights and obligations under these terms to another organisation. 

14.2 You may only transfer your rights or your obligations under these terms to another person if we agree to this in writing. 

14.3 This contract is between you and us. No other person shall have any rights to enforce any of its terms.

14.4 Each of the paragraphs of these terms operates separately. If any court or relevant authority decides that any of them are unlawful, the remaining paragraphs will remain in full force and effect.

14.5 If we do not insist immediately that you do anything you are required to do under these terms, or if we delay in taking steps against you in respect of your breaking this contract, that will not mean that you do not have to do those things and it will not prevent us taking steps against you at a later date. 

14.6 These terms are governed by English law and you can bring legal proceedings in respect of the products in the English courts. If you live in Scotland you can bring legal proceedings in respect of the products in either the Scottish or the English courts. If you live in Northern Ireland you can bring legal proceedings in respect of the products in either the Northern Irish or the English courts.

15. Intellectual property

15.1 All content, materials and resources provided as part of our services or digital products (including but not limited to text, workbooks, templates, videos, audio, graphics and logos) remain the intellectual property of Holden Operations Limited.

15.2 You are granted a non-exclusive, non-transferable licence to use the materials for your personal use only. You may not copy, reproduce, distribute, publish, share, or sell any part of our materials without our prior written permission.

16. Results and limitation of liability

16.1 While we take all reasonable care in providing our services and digital products, we do not guarantee any specific results or outcomes. Any examples of results or success stories are not promises or guarantees of what you will achieve.

16.2 You are solely responsible for any business, financial or personal decisions you make as a result of using our services or products. We are not liable for any loss of income, opportunities, or business decisions made based on our coaching or digital content.

17. Use of AI tools, recordings and note-taking

17.1 We may use artificial intelligence (AI) tools and software to support the creation, editing or delivery of our digital products and services.

17.2 We may also record coaching sessions (audio, video or transcript) and/or use human or AI-powered note-taking tools for the purpose of capturing notes, action points, or progress tracking.

17.3 Recordings and notes are used solely for internal reference and to improve the services we provide to you. They will not be shared with third parties without your consent, except where required by law.

17.4 All content, notes and materials created using or with the assistance of AI or human note-takers remain the intellectual property of Holden Operations Limited.

17.5 While we take reasonable steps to review and ensure the accuracy and confidentiality of all content provided, we do not guarantee that content generated or supported by AI or note-taking tools will be free from errors or omissions. You are responsible for how you choose to use and apply any information or materials provided.

18. Group confidentiality and peer content

18.1 If you participate in any group coaching, community sessions, group programmes or similar settings, you agree to respect the confidentiality, privacy and intellectual property of all other participants.

18.2 You must not copy, record, share, or use any content, materials, business ideas, strategies or personal information shared by other participants without their express written permission.

18.3 You acknowledge that any breach of this obligation may result in your immediate removal from the group or programme without refund, and we accept no responsibility for disputes arising between participants.

Last Updated: 20 September 2025