These terms apply to all coaching services provided by Firm Ground Life Coaching ("we", "us"). By booking a session or purchasing a package, you agree to these terms. Nothing in these terms limits your rights under the Consumer Guarantees Act 1993 or the Fair Trading Act 1986.
Coaching is a forward-focused, collaborative process to help you gain clarity and take action. It is not therapy, counselling, medical treatment, or financial or legal advice, and it is not a substitute for any of those. If we believe you would be better served by a therapist or other specialist, we will tell you honestly and help point you in the right direction.
As an ICF Member, we deliver all coaching in accordance with the ICF Code of Ethics — the professional and ethical standards we work to, including integrity, confidentiality, and responsibility to clients.
Your discovery call (approximately 40 minutes) and your first two full coaching sessions are provided free of charge, with no obligation to continue. Free sessions have no monetary value, cannot be exchanged for cash or credit, and are limited to one discovery call and two complimentary sessions per client.
All prices are in New Zealand dollars and include GST where applicable.
Active coaching clients (casual or package) receive email support between sessions on a fair-use basis. This means short questions and quick check-ins related to your coaching goals — not extended coaching conversations by email. We aim to respond within two working days. If a question needs more depth than email allows, we'll suggest addressing it in your next session. We reserve the right to ask that extended discussions move to a session where fair use is consistently exceeded. Email support ends when your package expires or, for casual clients, one month after your last session.
You may cancel any package at any time. Because package discounts reward completing the full package, refunds are calculated by charging any sessions you have already taken at the standard casual rate of $175, with the balance refunded to your original payment method. The same formula applies to the 3-Session Package and both Life Packages:
Refund formula: refund = amount paid − (completed sessions × $175)
3-Session Package ($450), no sessions used: full $450 refund.
3-Session Package, cancel after one session: $450 − $175 = $275 refunded.
3-Month Life Package ($840), cancel after two sessions: $840 − $350 = $490 refunded.
6-Month Life Package ($1,560), cancel after four sessions: $1,560 − $700 = $860 refunded.
Refunds are processed within 10 working days of your request. To request a refund, email us — no forms, no hoops, no hard feelings.
If we are unable to deliver your sessions, or our service fails to meet the guarantees in the Consumer Guarantees Act, you are entitled to the remedies that Act provides, including a full or partial refund. This policy does not limit those rights.
Everything discussed in coaching sessions is confidential. We will not share the content of your sessions with anyone, with two exceptions: where we are required to by law, or where we believe there is a serious and imminent risk of harm to you or someone else.
Coaching results depend substantially on your own engagement, honesty, and follow-through. We commit to providing our services with reasonable care and skill; we cannot and do not guarantee specific outcomes.
We collect only the personal information you choose to give us — typically your name, contact details, and what you share through our contact form or in sessions. We use it solely to provide coaching services and respond to your enquiries. Specifically:
We may update these terms from time to time. The version on this page applies to new bookings and purchases from its "last updated" date; changes will not retroactively affect a package you have already purchased.
Questions about these terms, refunds, or your information: hello@firm-ground.com