Terms of Service

Last updated: January 2026

This page provides transparency for prospective Clients, and must be accepted by Clients prior to engagement. Full details of scope, duration, and fees will be confirmed in writing during the contracting process prior to the commencement of any engagement. Please read these Terms and Conditions carefully as they are the basis for our working engagement.

These Terms and Conditions ("Terms") set out the basis on which services are provided by Tori Sutherland ("I", "me", "the Provider") to clients ("Client") and, where applicable, sponsoring organisations ("Sponsor").

1. Scope of Services

I provide coaching, advisory and leadership services ("Services"). The specific nature of the Services (type, duration, cadence, and fees) will be agreed in writing before work begins.

Where an engagement includes both coaching and advisory elements, I will be clear about the role I am fulfilling at any given time.

Sessions can be virtual, on client site (if based within Tyne and Wear, UK; or further afield with travel reimbursement), or at a mutually agreed external location.

2. Coaching Services

2.1 Description of Coaching

Coaching is a partnership (defined as an alliance, not a legal business partnership) between the Provider and the Client. It is a thought-provoking and creative process that supports the Client in maximising their personal and professional potential. Coaching may support the creation and development of personal, professional, or business goals and the design of strategies to work towards those goals. Coaching is non-directive in nature and does not involve giving advice, making decisions on the Client's behalf, or providing solutions.

2.2 What Coaching Is Not

Coaching is not therapy, counselling, mentoring, consulting, or the provision of legal, medical, financial, or mental health advice. Coaching does not diagnose, treat, prevent, or cure any mental health or medical conditions.

Clients are encouraged to seek appropriate independent professional support where required. If a Client is currently under the care of a mental health professional, it is recommended that they inform that professional of the coaching relationship.

2.3 Client Responsibility

The Client is solely responsible for their physical, mental, and emotional well-being, decisions, choices, actions, and results arising from coaching. The Coach is not responsible or liable for any actions or inaction, or for any direct or indirect outcomes resulting from coaching services.

The Client agrees to engage honestly, be open to feedback, and commit sufficient time and energy to participate fully in the coaching process.

2.4 Professional Standards and Ethics

I am a certified coach with the International Coaching Federation (ICF) and adhere to the ICF Code of Ethics, available at: https://coachingfederation.org/credentialing/coaching-ethics/icf-code-of-ethics/#ethical-standards

3. Advisory Services

3.1 Nature of Advisory Work

Advisory services are directive and may include professional insight, challenge, analysis, frameworks, recommendations, or opinions based on experience and professional judgement.

Advisory services are provided in good faith and on a best-endeavours basis. No guarantees are given as to outcomes, results, or business impact.

The Client remains responsible for all decisions made and actions taken as a result of advisory services, including implementation and outcomes.

4. Contracting, Relationship, and Status

4.1 Stakeholders

Engagements may involve:

• The Client (recipient of Services)
• The Sponsor (organisation or individual funding the Services)
• The Provider

Contracting may include:

• A discovery call with the Sponsor to determine objectives and scope
• A discovery call with the Client to assess mutual fit
• An optional tri-party conversation (Sponsor, Client, Provider) at the start and/or end of the engagement

4.2 Independent Contractor

I act at all times as an independent contractor. Nothing in these Terms creates a partnership, joint venture, employment, or agency relationship between the parties. I have no authority to bind or represent the Client or Sponsor.

5. Fees, Pricing, and Payment

5.1 Discovery Calls

Initial discovery and contracting calls are provided free of charge.

5.2 Invoicing and Payment

Invoices are issued in advance and acceptance of the invoice also confirms acceptance of these Terms.

Unless otherwise agreed in writing, Services are invoiced in advance and payment is due within 30 days of the invoice date ("Net 30").

For certain engagements, including individual clients or shorter programmes, shorter payment terms (such as 7 or 14 days) may be agreed in writing prior to commencement.

Work will normally commence only once payment has been received, unless otherwise agreed in writing between the Provider and the Client or Sponsor.

5.3 Coaching Session Validity and Refunds

• Sessions do not expire within an agreed programme.
• Sessions are non-refundable, unless enacting section 10 ("Termination") of these Terms.
• Unused sessions are non-refundable.

5.4 Late Payment

If payment is not received by the due date, the Provider reserves the right to suspend or pause Services until full payment has been received, without liability to the Client or Sponsor.

The Provider further reserves the right to charge statutory interest and reasonable recovery costs on overdue amounts in accordance with the Late Payment of Commercial Debts (Interest) Act 1998, without prejudice to any other rights or remedies available.

Suspension of Services due to non-payment does not relieve the Client or Sponsor of their obligation to pay outstanding fees.

6. Cancellation and Rescheduling

• Sessions may be rescheduled with at least 48 hours' notice.
• Cancellations with less than 48 hours' notice or failure to attend (no-show) will be treated as the session having taken place. Exceptional circumstances will of course be considered at my discretion.
• If I cancel a session with less than 48 hours' notice, the session will be rescheduled and an additional session will be provided free of charge.

7. Confidentiality

All information shared within the coaching or advisory relationship is treated as confidential and handled in accordance with the ICF Code of Ethics (for coaching) and applicable law.

The coaching relationship is not a legally privileged relationship (unlike medical or legal professions). Confidential information will not be disclosed without the Client's consent except where:

• required by law, subpoena, or court order;
• there is illegal activity; or
• there is an imminent or likely risk of harm to the Client or others.

Topics may be shared anonymously and hypothetically with other professionals for supervision, training, mentoring, or professional development purposes.

No sessions should be recorded by the Client or the Provider without explicit consent. Any agreed recordings remain confidential and may not be shared or reproduced without written permission.

8. Data Protection and Record Retention

Personal data will be processed in accordance with applicable data protection legislation, including the UK GDPR.

Client contact details and coaching notes (where applicable) will be retained securely for a reasonable period following the completion of Services and will not be shared with third parties except as outlined in these Terms.

Separately, coaching Clients will be asked to sign an optional consent form for their contact details to be stored on the Provider's Coaching Log for ICF Credentialing.

9. Intellectual Property

All methodologies, materials, frameworks, processes, and content provided by me remain my intellectual property unless otherwise agreed in writing.

Clients may use materials for personal or internal use only and may not reproduce, distribute, or commercialise them without prior written consent.

10. Termination

Either party may terminate an engagement by providing not less than 30 days' written notice. Unpaid fees for Services delivered up to the effective termination date, and for the notice period, remain payable.

I may terminate an engagement immediately where there is a material breach of these Terms, non-payment, or other circumstances that make continuation inappropriate.

11. Force Majeure

Neither party shall be liable for any failure or delay in the performance of their obligations under these Terms where such failure or delay results from events beyond their reasonable control. This may include, but is not limited to, illness, accident, fire, flood, extreme weather, pandemic, government action, system or network failure, or interruption to utilities or communications.

Where a force majeure event occurs, the affected party shall notify the other as soon as reasonably practicable, and the parties will use reasonable endeavours to agree appropriate alternative arrangements, including rescheduling Services where possible.

12. Limitation of Liability

To the fullest extent permitted by law, the Provider shall not be liable for any loss, damage, or claims arising from decisions, actions, or outcomes resulting from the Services.

13. Governing Law

These Terms are governed by and construed in accordance with the laws of England and Wales, and the courts of England and Wales shall have exclusive jurisdiction.

14. Complaints or Concerns

If the Client has any concerns or complaints regarding the Services, they are encouraged to raise these directly with the Provider in the first instance so that they may be addressed promptly and constructively.

15. Entire Agreement

These Terms constitute the entire agreement between the parties and supersede all prior discussions, representations, or agreements, whether written or oral. Any amendments must be agreed in writing.

16. Severability and Waiver

If any provision of these Terms is held to be invalid or unenforceable, the remaining provisions shall remain in full force and effect.

A failure by either party to enforce any provision shall not constitute a waiver of that provision or any other provision.

17. Acceptance of Terms

By engaging in Services, the Client and, where applicable, the Sponsor confirm that they have read, understood, and agreed to these Terms as part of the contracting process.