Terms and conditions for Naked Recovery Online and our associated websites, including Naked Divorce.
The Terms and Conditions below apply to all coaching and support provided by Luminous Limited including all services by Naked Recovery Online (www.nakedrecoveryonline.com), Naked Divorce (www.nakeddivorce.com) and Naked Marriage Online (www.nakedmarriageonline.com).
During the course of this agreement, all companies will be referred to as Luminous.
The terms ‘coaching’, ‘Divorce Angel’, 'coaching services', 'trauma coaching' are here used and cover marriage coaching, trauma coaching, divorce coaching and support to clients and where applicable, includes mentoring or supervision services provided for other divorce angels and coaches.
The date that the first support session takes place shall be deemed to be the start date for the service.
Where any client is unhappy with any of the terms and conditions they can contact Luminous on [email protected] to discuss any concerns and see if they can be resolved before the first divorce support session.
Participation by any individual in the first support session and/or payment of the first invoice, constitutes acceptance of these terms and conditions.
1. Service to be provided.
1.1 Trauma Coaching including but not limited to Divorce Coaching / Divorce support / Divorce Angel support / Relationship Coaching / Family Mediation / Relationship Coaching / Mentoring / Supervision.
1.2 Format of Sessions: Telephone sessions, Skype sessions, Live Event or other format where such is agreed.
Unless otherwise agreed, the client is responsible for telephoning the team at agreed times. The Luminous team are responsible for ensuring that they are available for consultation at agreed times.
1.3 Length of Each Session: As agreed between Luminous and the client.
1.4 Initial Number of Sessions to be provided: To be agreed between Luminous and the client as per the agreement of the programme or services being conducted. Luminous will send the client information about how to book sessions with the assigned coaches. In cases where this is not possible, sessions will be confirmed by Luminous by email or written correspondence. Where no specific number of sessions are agreed, sessions will be provided on a session by session basis.
1.5 Per Session Fee: In accordance with Luminous‘s current per-session fee or fee for a programme of sessions, or any other such fee as shall be agreed and notified to the client. Luminous will confirm the fee in writing, usually by email, unless this is impractical.
1.6 Number of sessions for which payment is required in advance: To be agreed before coaching sessions commence.
2. Additional Sessions.
Unless a package of sessions has been purchased or a specific Online programme, Retreat or packaged service is provided, Luminous may agree to provide additional coaching sessions after completion of the initial agreed session(s). These terms and conditions will apply to any additional sessions so provided and the per-session fee will remain the same as originally agreed except where Luminous notifies the client in writing by letter or e-mail of a change to the Fee or to any other term or condition in accordance with the section in these terms and conditions headed “Variation of Terms and Conditions”.
3. Dates and Times of Sessions.
3.1 The date and time of the first session and all subsequent sessions will be agreed between Luminous and the client by phone or email and confirmed by Luminous by email or letter.
3.2 Sessions can only be rearranged in accordance with the section in these terms and conditions headed “Rearranging Sessions”.
4. Payment Terms.
4.1 Fees can be paid online by debit or credit card using the Paypal payments system, by standing order or by bank transfer. Where receipts or invoices are requested by the client, they will be sent by e-mail unless otherwise requested.
4.2 All Retreats, Live Events and Online Programmes need to be paid upfront.
4.3 All Coaching fees are payable in advance unless otherwise agreed.
4.4 Where payment is required on receipt of invoice rather than in advance, a charge may be levied for late payment.
5. Between Sessions.
5.1 Luminous may assign the client tasks or exercises to complete between coaching sessions. There is no obligation on the client to complete these items of ‘homework’, but not doing so may slow the client’s progress in gaining improved quality of life or achieving the outcomes of the Luminous coaching.
5.2 Where possible, clients are requested to submit any information requested by Luminous relating to assignments at least 24 hours before the coaching session when they are to be discussed. Luminous will provide feedback on completed assignments during coaching sessions.
5.3 The client may contact their assigned Coach or Angel by phone or e-mail between sessions to seek clarification regarding anything arising from a coaching session or for administrative purposes (e.g. where a client needs to rearrange a coaching session or make a payment).
5.4 Additional coaching can also be provided between sessions but there will be an additional charge for this (unless otherwise arranged). Luminous will always advise a client in advance if the nature of a client’s contract is likely to incur an additional charge and no such charges will be imposed without the client’s agreement.
6. Rearranging Sessions.
6.1 If a client needs to rearrange a coaching session, they should provide at least 24 hours' notice. In exceptional circumstances your assigned Coach or Angel may need to rearrange a coaching session. In those instances 48 hours notice will be given to the client where practical.
6.2 Where a client pays for sessions in advance, they must have the coaching session(s) that they have paid for within 6 months of the payment or their fee is forfeited.
Personal information or business information supplied by clients in coaching sessions will be treated as confidential. It will not be disclosed to a third party without the client’s prior permission, save where required by law or where action might be necessary to prevent harm to the client or someone else or where the team reserves the right to contact family members or parties close to clients if concerned for emotional or physical well-being of a client. We review cases of concern with our clinical supervisors.
8. Refunds and Returns.
8.1 Returns policy for Coaching sessions.
8.1.1 Session-by-Session Coaching – this pertains to clients who purchase sessions one at a time.
8.1.2 Any client who is dissatisfied with a particular coaching session that they have purchased, can ask for a full refund for that particular session and this will be given, provided that the request for a refund has been made within one week of completion of the singular coaching session.
8.1.3 If a client obtains a refund for a session in accordance with this clause, then the client and Luminous each have the option to terminate this contract immediately, confirming such termination by email or letter.
8.1.4 Pre-purchased Coaching Packages – this pertains to clients who purchase coaching packages bought in advance which have been discounted at a special rate for a bulk purchase.
8.1.5 If the client has done all the work assigned to them and still felt no value was derived, the original fee received will be returned. No adjustments will be made in changes to foreign exchange rates.
8.1.6 If the client has not done all the work assigned to them and want to quit coaching for their own personal reasons or for reasons covered under Section 9 Early Termination, a full refund will be given only at the discretion of Luminous and once an administration fee and Paypal processing fee has been deducted (this amounts to between 5-15%). No adjustments will be made in changes to foreign exchange rates.
Luminous reserve the right to convert the coaching already provided pro rata at standard hourly rates and issue a refund less the hours spent on coaching to reflect the total value the Coaches and Angels spend on the coaching.
8.3 Electronic and Physical Products
8.3.1 If you are not 100% satisfied with your purchase of electronic products, we will be happy to accept a return for up to 14 days from the purchase date. Electronic products will be refunded up to 5 days after date of purchase provided they have not been downloaded and there is sufficient evidence to show they have not been downloaded. Physical products must be in the condition you received them in and include the original packing slip. We highly recommend you return the product using a tracking number. All transactions are conducted in USD and no adjustment for changes in foreign exchange rates will be made.
8.3.2 Return Policy for Online Products:
Luminous do NOT issue refunds after online products have been downloaded and delivered to the client, who is responsible for understanding the terms and conditions upon purchasing from our site. However if a client finds a functional error in an online product, they can contact us using the contact form on our website and we will rectify any errors and provide the corrected online product to the customer within 48 hours. The notification of error in relation to an online product needs to be made by the customer within 2 weeks of receipt of the online product.
If you have any questions about this information, please feel free to contact our team and we will be in touch within 48 hours.
8.3.3 Return Policy for Physical Products:
If you are not completely satisfied with your purchase, simply return the item to us in its original condition within 14 days of receipt. Returned items should be unused and must be returned in original packaging with any enclosed documentation. We will issue a full refund on receipt, excluding the original delivery charge. Alternatively, if preferred, we will exchange the item.
Please note: Goods will only be accepted for return if they are dispatched within 14 days of delivery, unless we have notified you otherwise. The item is your responsibility until it reaches us. Therefore for your own protection we recommend that you send the parcel using a delivery service that insures you for the value of the goods.
The cost of returning the item to us is your responsibility.
Delivery charges are only refundable where goods are faulty and a refund is made.
We recommend that customers return goods for refund or exchange using Parcel2Go.com
Parcel2Go.com is a reputable online parcel delivery company offering a wide range of international courier services including DHL, Parcelforce Worldwide and City Link. In addition, Parcel2Go.com is the only parcel delivery website in the UK to offer FedEx’s first class services.
With Parcel2Go.com, online parcel tracking means the progress of a consignment can be checked at every stage of transit.
For your protection, Parcel2Go.com offers FREE £50.00 compensation cover for loss or damage.
Click here to go to the Parcel2Go.com website.
Luminous 42 Old Hertford Road. Hatfield. Hertfordshire. AL9 5EY. United Kingdom
All returns are inspected to ensure that the item has not been used, and are refunded within 30 days of cancellation. You card is refunded to the full amount, but any additional shipping charges are non-refundable.
If you have any questions about this information, please feel free to contact [email protected] and please provide as much information as possible.
9. Early termination.
9.1 In exceptional circumstances, such as illness or unavailability due to bereavement or other commitments, inappropriate behaviour or a lack of commitment by the client, actual or potential conflict of interest, or other reasons, Luminous can decide to terminate the service to the client early or refuse or be unable to provide further divorce coaching sessions to the client. In such a circumstance the client will be given reasonable notice of termination by Luminous or the assigned Coach or Angel where practicable. If a coaching package was provided at reduced rates, Luminous reserve the right to convert the coaching already provided pro rata at standard hourly rates and issue a refund less the hours spent on coaching to reflect the total value the Coaches and Angels spend on the coaching. Refunds will be given less an administration fee of between 5-15% which covers the Paypal processing fee as well as the administrative fee of processing the refund. No adjustments will be made in changes to foreign exchange rates.
9.2 The client is entitled to terminate the service early at any time by giving written notice by email or letter. Such notice will take immediate effect as soon as it is received by Luminous or the assigned Coach or Angel. In such a circumstance the client will be entitled to a full refund for any standard coaching sessions already paid for but not yet provided to the client. If a coaching package has been provided at a discount whereby standard coaching rates have been discounted, Luminous reserve the right to convert the coaching already provided pro rata at standard hourly rates and issue a refund less the hours spent on coaching to reflect the total value the Coaches and Angels spend on the coaching.
The Luminous team and all of the highly trained Coaches and Angels will seek to enable the client to improve their quality of life, heal from their divorce and to achieve their desired outcomes. Remarkable results can be achieved where clients follow a clear plan in a committed way. However, the client has sole responsibility for taking important decisions in their life. Luminous has no liability for any loss incurred by any client, whether financial or otherwise, following commencement of coaching sessions, or for any perceived failure by the client, whether justified or otherwise, to achieve a material improvement in quality of life or business or to achieve their desired outcomes or goals.
11. Limitation of liability.
11.1 Luminous shall only be responsible for direct losses that result from our failure to comply with these terms of business and our liability shall be limited to 100% of all payments made to us under this Agreement.
11.2 Luminous shall not be responsible for indirect losses that result from our failure to comply with these terms of business including, but not limited to, losses that fall into the following categories:
(a) loss of income or revenue;
(b) loss of business;
(c) loss of anticipated savings; or
(d) loss of data.
11.3 However, nothing shall limit in any way our liability for any matter for which it would be illegal or unlawful for us to exclude or attempt to exclude our liability.
12. Events outside our control.
We will not be liable or responsible for any failure to provide services, under these terms of business that are caused by events outside our reasonable control including any act, event, non-occurrence, omission or accident beyond our reasonable control and includes, in particular (without limitation), the following (a) strikes, lock-outs or other industrial action; or (b) civil commotion, riot, invasion, terrorist attack or threat of terrorist attack, war (whether declared or not) or threat or preparation for war; or (c) fire, explosion, storm, flood, earthquake, subsidence, epidemic or other natural disaster; or (d) impossibility of the use of railways, shipping, aircraft, motor transport or other means of public or private transport; or (e) impossibility of the use of public or private telecommunications networks; or (f) if a client has failed to disclose vital information during any sessions or lied during sessions.
13. Full disclosure.
It is vital that clients are honest within sessions to be properly supported by our team. If a client fails to disclose critical information, then in so doing, they waiver any rights to hold Luminous accountable for failure of service.
14. Intellectual property rights.
During the term of these terms of business and whilst providing the services, we will prepare or produce certain materials, including in hard copy and electronic form. Unless otherwise agreed the materials and intellectual property rights in those materials (including, but not limited to any copyright, patents, know-how, trade secrets, trademarks, trade names, design right, get-up, database rights) shall remain the ownership of Luminous.
15. Governing Law.
This contract is governed by the law of England whose courts have exclusive jurisdiction in relation to any dispute, disagreement, proceedings or legal claim of any nature relating to the service provided or the contract.
Luminous reserves the right to recommend the services of other institutions or professionals if appropriate to your outcomes. These services are offered without liability, obligation or redress to our company or ourselves.
On occasion Luminous will ask clients to put forward a testimonial or act as a referee for the business to be used in different formats, such as on the website or advertising campaign. This will only happen with your permission and after you have signed an agreement to that effect.
By commencing this programme, you agree to provide a testimonial in writing or video if satisfied with the programme.
ALL Luminous Coaches and Angels give advice in best faith. It will be the client’s decision to accept guidance. Luminous therefore cannot accept responsibility for the consequences of such decisions. If the team feel a client’s life is in danger, they reserve the right to contact family members to ensure client safety first and foremost.
Feedback about the service is welcomed and can be given during a coaching session or by writing to Luminous 42 Old Hertford Road, Hatfield, AL9 5EY, United Kingdom.
20. Variation of Terms and Conditions.
Where an Initial Number of Sessions is agreed, any changes to these terms and conditions intended to take effect prior to the conclusion of those Initial Number of Sessions will only have effect if agreed by both Luminous and the client and confirmed by Luminous in writing by email or letter. In other cases, Luminous may change any of these terms or conditions including the per-session fee by giving the client one week’s notice in writing by letter or e-mail of the change(s). If following receipt of such notification of change, the client no longer wishes to proceed with further coaching sessions, they may withdraw from the service immediately by giving notice in writing by email or letter.