Coaching Terms and Conditions

Last updated: 29 September 2026

These terms form the agreement between you and Elevate Online Life Coaching, operated by Natasha Purton (ABN 41 165 508 001) (“we”, “us”, “I”). They apply to the free discovery call and to every coaching session and package you book. Please read them together with our Privacy policy.

Coaching isn’t crisis or mental-health support. If you are struggling or in crisis, contact your GP, call Lifeline on 13 11 14, or call 000 in an emergency.

1. Accepting these terms

Before your first paid session you will be sent these terms and a coaching agreement to sign electronically. You can also accept them by ticking the acceptance box when you book online.
Electronic signature or acceptance has the same effect as signing on paper, consistent with the Electronic Transactions Act 1999 (Cth) and the Electronic Transactions (Queensland) Act 2001.
You must be 18 or older to book coaching.

2. What coaching is and isn’t

Life coaching is a forward-focused partnership built around your goals, actions and accountability. It isn’t counselling, psychotherapy, or medical, financial or legal advice, and it isn’t a substitute for those services. If I believe another type of support would suit you better, I will tell you, and we may pause or end coaching while you seek it (see section 9).

3. The free discovery call

The discovery call is a free, no-obligation online call of about 20 minutes. We use it to understand your goals, check that coaching is the right fit, and agree on a package. There is no charge and nothing to sign for the discovery call.

4. Your responsibilities

You are responsible for your own decisions, actions and results.
Join each session on time, from a private space with a stable internet connection.
Be open and honest about your goals and circumstances, and tell me if anything changes that affects your wellbeing or your ability to take part.
Complete agreed actions between sessions — coaching works best with your active participation.

5. Packages and sessions

What each package includes (number, length and frequency of sessions) is described on our website and confirmed in your coaching agreement.
Package sessions must be used within the package period stated in your agreement, unless we agree otherwise in writing. Unused sessions expire at the end of that period.
Sessions are delivered by secure video. If you arrive late, the session still finishes at its scheduled time.
Where your package includes accountability between sessions, this is by email or message during business hours. I aim to reply within two business days. This contact is not for urgent or crisis support.

6. Fees and payment

All prices are in Australian dollars. You can pay in either of two ways:

Upfront: the full package fee is paid by card when you book. Micro Reset sessions are always paid at the time of booking.
Payment plan: for the Momentum and Steady programs, the package fee can be split into equal fortnightly instalments. The number of instalments is set out in your coaching agreement. The first instalment is paid when you book, and later instalments are charged automatically to the card you nominate. The total cost is the same as paying upfront.

If a payment plan instalment fails, we will let you know and give you 7 days to update your payment details. Sessions may be paused until any overdue amount is paid. If an overdue amount remains unpaid after 14 days, we may end your package under section 9.

7. Rescheduling and cancelling a session

You can reschedule free of charge using the link in your confirmation email up to 24 hours before your session.
If you cancel or reschedule less than 24 hours before a session, or don’t attend, that session may be forfeited. We will consider genuine emergencies case by case.
If I need to reschedule, I will give you as much notice as I can and offer another time. If no suitable time is available, that session will be refunded.
If a session is disrupted by a technical problem on our side, it will be rescheduled at no cost.

8. Cancelling a package and refunds

You can cancel a package at any time by emailing us.
Paid upfront: we will refund the value of any sessions not yet delivered, calculated at the package’s per-session rate.
On a payment plan: remaining instalments are cancelled. You pay only for sessions already delivered, calculated at the package’s per-session rate; any amount paid above that is refunded.
Refunds are made to the original payment method within 14 days.
Nothing in these terms limits your rights under the Australian Consumer Law, including remedies if a service is not provided with due care and skill or is not fit for its stated purpose.

9. Pausing or ending coaching

Either of us may end the coaching arrangement by giving notice in writing. I may also pause or end coaching if:

coaching is no longer the right support for you, or you would be better served by counselling, medical or other professional help
payments under a payment plan remain overdue after 14 days
behaviour during sessions or contact is abusive, threatening or unlawful.

Where coaching ends for any reason other than overdue payment or unacceptable behaviour, sessions not yet delivered are refunded as set out in section 8.

10. Confidentiality and records

What you share in coaching is confidential. Sessions are not recorded unless you give written consent.
Confidentiality may be broken only where the law requires it, or where there is a serious risk of harm to you or someone else.
Brief session notes are kept securely and handled in line with the Privacy Act 1988 (Cth) and our Privacy policy. You can ask to see them.

11. Results

Coaching supports you to set goals and take action, but results depend on many factors, including your own effort. We can’t guarantee any particular outcome.

12. Liability

To the extent permitted by law, including the Australian Consumer Law, we are not liable for any indirect or consequential loss arising from coaching or your decisions. Where liability can’t be excluded, it is limited to supplying the service again or refunding the amount paid for it.

13. Materials and website content

Worksheets, tools and other coaching materials remain our property and are for your personal use only. Content on this website is general information and is not personal advice.

14. Feedback and complaints

If you are unhappy with any part of your coaching, please email us first so we can put it right. We will acknowledge your complaint within 2 business days and aim to resolve it within 10 business days. If you are not satisfied with the outcome, you can contact the Queensland Office of Fair Trading.

15. Changes and governing law

We may update these terms from time to time. The version in force when you sign your coaching agreement or make your booking applies to that package. These terms are governed by the laws of Queensland, Australia.

Contact

Questions about these terms? Email natashapurton75@gmail.com.