TERMS & CONDITIONS

Effective date: 14 September 2026

Welcome to Coach Penny Love.

These Terms & Conditions apply to the Coach Penny Love website and to services and products purchased from Coach Penny Love, including private coaching, The Expansion School membership, Your Pocket Love Coach Questions, Dating Decodes, digital resources, live calls and associated communities.

Please read these Terms before purchasing or using a service. By purchasing a product or service, joining a programme or membership, or using the website, you agree to these Terms.

Nothing in these Terms affects any statutory rights that cannot legally be excluded or restricted.

1. ABOUT COACH PENNY LOVE

Coach Penny Love provides coaching, education, digital resources and membership services from London, United Kingdom.

Email: [email protected]
WhatsApp Business: +44 7919 923772
WhatsApp messages only. Telephone calls are not monitored or accepted.

Services are available only to adults aged 18 or over.

2. COACHING, NOT THERAPY OR PROFESSIONAL TREATMENT

Coach Penny Love provides coaching and educational services.

Coaching is not psychotherapy, psychiatric treatment, medical care or medical advice, legal advice, domestic-abuse support, safeguarding services, crisis intervention, police services or emergency services.

Coach Penny Love is not acting as a clinical psychologist, psychiatrist, doctor, lawyer or other regulated healthcare or legal professional.

Coaching may complement appropriate professional support but should not be used as a substitute for it.

If your circumstances require medical, psychological, psychiatric, legal, domestic-abuse, safeguarding or emergency assistance, you should seek appropriately qualified professional or emergency support.

Coach Penny Love may decline, suspend or discontinue coaching where a client's needs fall outside the appropriate scope of coaching or where continuing would not, in Coach Penny Love's reasonable judgment, be appropriate or sufficiently safe.

3. PERSONAL RESPONSIBILITY AND RESULTS

Coaching and educational services are designed to support personal growth, self-trust, self-esteem, relationship skills, boundaries, decision-making and meaningful personal change.

However, no particular personal, psychological, dating, relationship, marriage, financial or other outcome is guaranteed.

Results vary according to individual circumstances, participation, decisions, actions and many factors outside Coach Penny Love's control.

Coach Penny Love does not provide partners, guarantee relationships or marriages, or guarantee that any particular person will pursue, commit to or remain in a relationship with a client.

Clients remain responsible for their own decisions, relationships, actions and use of information received through coaching.

Testimonials and examples describe individual experiences and are not guarantees that another person will achieve the same result.

4. WEBSITE AND EDUCATIONAL CONTENT

Material provided through the Coach Penny Love website, blog, social media, emails, courses, videos, workbooks, meditations, journaling exercises and other resources is provided for general coaching and educational purposes.

It is not individual medical, mental-health, legal or other regulated professional advice.

You are responsible for deciding whether information is appropriate to your circumstances and for seeking specialist advice where necessary.

5. PRIVATE COACHING

Private coaching may be purchased as individual sessions or packages where offered.

The price, number of sessions, payment arrangements and other material details applicable to a purchase will be those displayed or agreed at the time of purchase.

Where a package is paid by instalments, the instalments form the payment arrangement for the agreed package unless expressly stated otherwise. They should not be assumed to constitute a month-to-month coaching subscription that can be cancelled simply by stopping future instalments.

5.1 Scheduling

Please ensure that you are available before scheduling an appointment.

Both the client and Coach Penny Love agree to attend scheduled coaching sessions on time, minimise avoidable interruptions and distractions, give the session their full attention and respect its scheduled start and finishing time.

5.2 Rescheduling

Clients should provide at least 24 hours' notice when requesting to reschedule a private coaching appointment.

Failure to provide adequate notice may result in the appointment being forfeited.

5.3 Missed appointments

Appointments missed without appropriate prior notice are non-refundable, subject always to any rights that cannot legally be excluded.

5.4 Late arrival

A client's late arrival does not normally extend the scheduled finishing time. This protects appointments and commitments scheduled after the session.

6. COACHING SESSION ENVIRONMENT

Clients are responsible for attending private coaching sessions from a safe, private, quiet indoor location where they can speak freely and give the session their full attention.

Clients must take reasonable steps to minimise interruptions, background noise and distractions. This may include closing doors and windows, turning off music or television, silencing unnecessary notifications and arranging not to be interrupted.

Private coaching sessions must not be attended from a car or other vehicle, car park, café, restaurant, bar, public transport, public outdoor space or other public or unsuitable environment. This applies whether a vehicle is moving or stationary.

Clients must attend private coaching sessions alone. Children, partners, friends, colleagues and other third parties should not be present or able to overhear the session.

Clients are responsible for having an appropriate device and sufficiently stable internet connection. Reliable Wi-Fi or a strong 5G connection should be used for online coaching. A 4G connection is not considered suitable for a scheduled private coaching session.

If Coach Penny Love reasonably considers a client's location, privacy, surroundings, connection, noise level or other circumstances unsuitable for safe or effective coaching, she may decline to begin the session or may end it early.

Where a session cannot proceed because the client has not met these requirements, the appointment may be treated as a late cancellation or missed appointment and will not automatically be rescheduled or refunded.

Coach Penny Love will likewise take reasonable steps to provide an appropriate private environment, minimise avoidable interruptions and be fully present during scheduled coaching.

7. TOXIC, ABUSIVE AND UNSAFE RELATIONSHIPS

Coach Penny Love will not provide coaching intended to maintain, repair, pursue or improve a relationship that, in Coach Penny Love's reasonable professional judgment, is toxic, abusive, coercive, dangerous, seriously harmful or otherwise incompatible with the client's safety and wellbeing.

This may include relationships involving physical, emotional, psychological or sexual abuse; coercive or controlling behaviour; violence; stalking; harassment; threats; serious intimidation; harm or risk of harm to children; or other circumstances that Coach Penny Love reasonably considers unsafe.

If such circumstances become apparent during the coaching relationship, Coach Penny Love reserves the right to stop coaching the relationship immediately.

If the client remains actively involved in, returns to, or continues pursuing such a relationship, Coach Penny Love reserves the right to terminate the client's coaching agreement and cease providing coaching services.

Coach Penny Love is not required to wait for a situation to escalate, for further harm to occur or for another incident to take place before exercising this boundary.

Decisions under this section will be made by Coach Penny Love based on the information reasonably available to her and her assessment of whether continuing to provide coaching is appropriate and sufficiently safe.

Termination under this section does not automatically create an entitlement to a refund. Any refund entitlement will be determined in accordance with these Terms, the services already provided and the client's applicable statutory rights.

8. YOUR POCKET LOVE COACH QUESTIONS

Your Pocket Love Coach Questions provide short, focused access to Coach Penny Love for questions that can reasonably be reviewed and answered within the scope of a brief coaching exchange.

A Pocket Love Coach Question must be purchased before it is submitted.

Once a client has purchased a question, she may submit it immediately. There is no need to contact Coach Penny Love first or wait for confirmation that she is ready to receive the question.

Clients who have already purchased a package of Pocket Love Coach Questions may submit a question at any time while they have unused, unexpired questions remaining in their package.

Questions are normally submitted through Facebook Messenger and may be submitted in writing or by voice note. The client should identify the message as a Pocket Love Coach Question and send the complete question and relevant information together.

Coach Penny Love aims to respond within 24 hours of receiving the question.

Pocket Love Coach Questions are intended for short, focused matters. They are particularly suitable for clients who are already familiar with Coach Penny Love's coaching approach and need clarification, perspective or guidance on a specific issue.

A Pocket Love Coach Question does not include follow-up questions or an ongoing back-and-forth coaching conversation. Coach Penny Love may voluntarily provide additional clarification at her discretion, but doing so does not create an entitlement to further responses.

Where a submission contains more than one question, develops into additional questions, or requires substantially more time, context or coaching than can reasonably be provided as one Pocket Love Coach Question, Coach Penny Love may require an additional question from the client's package to be used or may recommend a Dating Decode or private coaching session instead.

Pocket Love Coach Question packages are valid for 12 months from the date of purchase. Any unused questions remaining after that period expire unless Coach Penny Love expressly agrees otherwise.

Pocket Love Coach Questions must be purchased before use through the relevant Coach Penny Love purchase page.

9. DATING DECODES

Dating Decodes are intended for situations requiring more careful consideration, context and analysis than a Pocket Love Coach Question.

They may be appropriate for more complicated, nuanced or delicate dating and relationship situations where relevant background information needs to be considered before Coach Penny Love responds.

One Dating Decode covers one person, one situation and one problem or issue.

A Decode may be submitted through Facebook Messenger. Where substantial written context or supporting material is required, it may instead be submitted by email to [email protected].

Clients may provide relevant screenshots, images, voice recordings or other material reasonably necessary to understand the situation. Clients should provide information relevant to the issue rather than unnecessary volumes of unrelated material.

Coach Penny Love will normally respond using the communication channel through which the Decode was submitted.

Coach Penny Love aims to provide a Decode within 24 hours.

A Dating Decode does not include follow-up questions or an ongoing coaching exchange. Coach Penny Love may voluntarily provide clarification at her discretion, but this does not create an entitlement to follow-up coaching.

Where a situation requires substantial ongoing discussion, repeated follow-up or a level of coaching approaching a full session, Coach Penny Love may recommend that the client book private coaching instead.

The safety provisions in Section 7 apply equally to Pocket Love Coach Questions and Dating Decodes.

10. THE EXPANSION SCHOOL

The Expansion School is an online coaching and personal-development group membership.

The membership currently includes an extensive and growing library of coaching and educational material, including online courses and training, resources, workbooks, meditations, journaling and reflection exercises, practical exercises and actions, live group coaching, replay content, community features, guest-expert contributions and other resources made available from time to time.

The programme and its library may evolve as material is added, updated, reorganised or retired.

10.1 Membership prices

The current Expansion School membership options are:

Monthly membership: £111 per month

Annual membership: £1,110 per year

Where different pricing or a promotional arrangement is expressly offered at the point of purchase, the terms displayed for that purchase will apply.

10.2 Access

Access to The Expansion School is normally granted automatically following successful payment.

Membership access continues while the membership remains active and payments due have been successfully made, subject to these Terms.

10.3 Monthly membership

Monthly membership renews monthly until cancelled.

Members wishing to prevent the next scheduled payment should request cancellation at least 48 hours before the next billing date to allow sufficient processing time.

Requests made later may not be processed before the next scheduled payment has been initiated.

Following cancellation, access normally continues until the end of the period already paid for.

10.4 Annual membership

Annual membership renews annually until cancelled.

An annual member may request cancellation of future renewal at any time. Cancellation prevents the next annual renewal and does not ordinarily end access to the annual period already purchased.

Members should request cancellation at least 48 hours before the renewal date to allow sufficient processing time.

Unused portions of a paid membership period are not ordinarily refunded merely because a member chooses to stop participating, subject to statutory cancellation and consumer rights.

10.5 Guest Experts

From time to time, Coach Penny Love may invite independent guest experts to contribute training, interviews, workshops, discussions or other content to The Expansion School.

Guest experts are independent third parties and are responsible for their own statements, opinions, advice, services, qualifications and professional conduct.

The inclusion of a guest expert within The Expansion School does not mean that Coach Penny Love guarantees or accepts responsibility for the accuracy, suitability or outcome of information or services provided independently by that guest expert.

Members remain responsible for deciding whether to act upon information provided by a guest expert and, where appropriate, for obtaining advice from a suitably qualified professional.

Nothing in this section excludes any responsibility that Coach Penny Love cannot lawfully exclude.

11. STATUTORY CANCELLATION RIGHTS AND IMMEDIATE ACCESS

Nothing in these Terms removes cancellation, refund or other consumer rights provided by applicable law.

Where UK distance-selling law provides a statutory cancellation period, those rights will apply.

Where a client asks Coach Penny Love to begin providing a service during a statutory cancellation period, the client may be required to expressly request the early start of the service and may be responsible for the proportion of services already supplied if she subsequently exercises a statutory cancellation right.

Where immediate access is provided to qualifying digital content, the client may be asked to expressly agree to immediate supply and acknowledge the effect this may have on her statutory cancellation rights.

Any required consent, acknowledgement or pre-contract information should be provided at the relevant point of purchase.

12. EXPANSION SCHOOL LIVE GROUP CALLS AND RECORDINGS

The Expansion School includes live group coaching calls.

These are group coaching sessions and are recorded. Other participating members may see and hear participants and take part in discussions and coaching conversations.

Recordings form part of The Expansion School teaching and replay library and are intended to remain available within the private Expansion School membership for current and future members.

Participation in live group coaching is optional.

Members who do not wish to appear or be heard in recorded group material should not attend or participate in live group coaching and may instead access available replays.

By choosing to attend and participate live, members acknowledge that their image, voice, comments, questions and coaching interactions may appear in the recording and that the recording is intended to become part of the continuing Expansion School library.

A later change in a member's personal circumstances, public profile or preference regarding her previous participation does not, by itself, require Coach Penny Love to remove or alter an existing recording.

Nothing in this section limits any right that cannot lawfully be excluded.

Recordings and other Expansion School material must not be copied, downloaded, screen-recorded, reproduced, published or shared outside The Expansion School except where Coach Penny Love expressly permits it.

13. THE EXPANSION SEAT

The Expansion Seat provides an opportunity for one participating Expansion School member to be selected each month for a 1:1 coaching call.

Members wishing to be considered must opt in when invited, normally by replying to the relevant monthly invitation.

One member is selected from those who opt in. Entry does not guarantee selection.

The Expansion Seat is not a private coaching session.

The selected coaching call takes place live for The Expansion School community and is recorded. Other members may watch the live coaching.

The recording becomes part of The Expansion School teaching and replay library and is intended to remain available within the private membership for current and future members.

Members should apply for the Expansion Seat only if they are comfortable participating in this live, recorded community format.

A later change in the selected member's personal circumstances, public profile or preference regarding her participation does not, by itself, require Coach Penny Love to remove or alter the existing recording.

Nothing in this section limits any right that cannot lawfully be excluded.

14. EXPANSION THREAD AND MEMBER SUPPORT

The Expansion School may include ongoing community threads or similar spaces for accountability, discussion and member support.

Members may participate throughout the week and may support and respond to one another.

Unless expressly stated otherwise, Coach Penny Love's commitment is to respond to up to two member questions per week through the relevant Expansion Thread or equivalent feature.

Membership does not provide unlimited, immediate or on-demand access to Coach Penny Love.

15. EXPANSION SCHOOL COMMUNITIES

The Expansion School may provide access to:

a private community within The Expansion School website for active members; and

a separate Facebook community which may include current members, alumni and invited guests.

Members should understand this distinction when choosing what personal information to share.

Participation in any community is voluntary and members remain responsible for the information they choose to disclose.

16. COMMUNITY CONDUCT

Expansion School communities are intended to be respectful and supportive environments.

Members must not engage in abuse, harassment, bullying, intimidation, discriminatory abuse, personal attacks or hostile behaviour towards Coach Penny Love or other participants.

Disagreement is permitted. Disrespectful or abusive treatment of another person is not.

Members must respect the privacy and confidentiality of other participants.

Members must not share outside the community:

screenshots of another member's contributions;

another member's identity or identifying information;

another member's personal story or circumstances;

private community discussions;

coaching interactions or recordings; or

other confidential member information.

Serious or repeated breaches of these standards may result in removal from a community, suspension of access or termination of membership.

17. CONFIDENTIALITY IN GROUP ENVIRONMENTS

Coach Penny Love takes member privacy seriously and requires members to respect one another's confidentiality.

However, participation in a group or community necessarily involves sharing information with other participants. Coach Penny Love cannot absolutely guarantee the conduct of every individual member, alumnus or invited guest.

Members should therefore exercise appropriate judgment about the personal information they choose to share in group environments.

18. INTELLECTUAL PROPERTY

Unless otherwise stated, Coach Penny Love retains all applicable intellectual-property rights in original coaching and educational materials provided through her services.

This includes, where applicable, courses, videos, recordings, workbooks, written resources, exercises, frameworks, meditations, training material, graphics and other original programme content.

Membership and purchases provide a personal right to access and use the relevant material. They do not transfer ownership of that material.

Materials may be discussed and used within the relevant programme or community for their intended personal-development purpose.

They must not be copied, reproduced, republished, sold, licensed, distributed, uploaded publicly, shared outside the programme or used to create competing commercial products without express permission.

Members must not share account credentials or provide another person with unauthorised access to paid material.

Members must also respect the intellectual-property and privacy rights of other participants.

19. PAYMENTS

Prices and payment arrangements are displayed at the relevant point of purchase.

Clients are responsible for ensuring that payment information is accurate and that scheduled payments can be processed when due.

Failure of a required payment may result in suspension of access until the payment issue is resolved.

Where a purchase is made through a payment processor, that processor may separately apply its own terms concerning payment processing.

20. REFUNDS

Except where these Terms expressly provide otherwise, payments are not ordinarily refundable simply because a client changes her mind outside an applicable statutory cancellation period, does not use a purchased service, stops participating or decides not to complete a programme.

However, this policy does not override statutory consumer rights.

Nothing in these Terms excludes a refund, price reduction, repeat performance or other remedy where the client is legally entitled to it.

Any refund due will be calculated and processed in accordance with applicable law and the circumstances of the relevant purchase.

21. SUSPENSION AND TERMINATION BY COACH PENNY LOVE

Coach Penny Love may suspend or terminate a service, coaching relationship, community access or membership where there is a reasonable and proportionate basis for doing so, including:

serious or repeated breach of these Terms;

abusive, threatening, harassing or seriously inappropriate behaviour;

serious confidentiality or privacy breaches;

unauthorised distribution of programme material;

account sharing;

non-payment;

circumstances covered by the Toxic, Abusive and Unsafe Relationships policy;

conduct creating a material safety concern; or

circumstances in which continuing the coaching relationship is no longer reasonably appropriate or sufficiently safe.

Where reasonably appropriate, Coach Penny Love may first raise the issue with the client and allow an opportunity to resolve it. Serious conduct or safety concerns may justify immediate action.

Termination does not automatically entitle the client to a refund, nor does it automatically permit Coach Penny Love to retain payment for services that she is legally required to refund.

Any financial consequences of termination will be determined fairly according to the circumstances, services already supplied, commitments already incurred and applicable consumer law.

22. TECHNOLOGY AND THIRD-PARTY PLATFORMS

Some services may rely upon third-party platforms, including payment processors, Facebook, email providers, video or community platforms and website technology.

Coach Penny Love will take reasonable steps to provide the purchased services but cannot guarantee that third-party platforms will operate without interruption.

Where a technical problem substantially prevents Coach Penny Love from providing a promised service, reasonable steps will be taken to provide an appropriate alternative or remedy.

23. CHANGES TO SERVICES

Coach Penny Love may make reasonable changes to the organisation, presentation, technology, scheduling or content of her services as the business and programmes develop.

Material changes will not be used to deprive clients of the essential service they have already purchased.

Expansion School content may be added, updated, reorganised or retired as the programme develops.

24. COMMUNICATIONS

For general business enquiries, clients may contact:

Email: [email protected]

WhatsApp Business: +44 7919 923772
Messages only; telephone calls are not monitored or accepted.

Specific services may use a designated communication channel, such as Facebook Messenger for Pocket Love Coach Questions.

Clients are responsible for providing accurate contact information and for checking communications relating to services they have purchased.

25. COMPLAINTS

If you are unhappy with a service or believe something has gone wrong, please contact Coach Penny Love at [email protected] with sufficient information to understand the issue.

Coach Penny Love will make reasonable efforts to review and respond to genuine complaints.

Nothing in this complaints process limits any statutory consumer rights or remedies available to you.

26. LIABILITY

Nothing in these Terms excludes or limits liability where doing so would be unlawful.

Subject to that qualification, Coach Penny Love is not responsible for decisions independently made by clients, the conduct of dating or relationship partners or other third parties, or outcomes that cannot reasonably be controlled through the provision of coaching.

Clients remain responsible for deciding how to use coaching information and for seeking specialist professional assistance where their circumstances require it.

27. GOVERNING LAW

These Terms are governed by the laws of England and Wales.

If you are a consumer, this provision does not deprive you of mandatory consumer protections or rights that apply to you under applicable law.

Nothing in these Terms is intended to prevent a consumer from exercising any right to bring proceedings in a court available to her under applicable consumer law.

28. CHANGES TO THESE TERMS

Coach Penny Love may update these Terms from time to time to reflect changes to services, business practices or applicable law.

The current version and effective date will be displayed on this page.

Changes will not retrospectively remove rights that have already arisen under an existing purchase where doing so would be unlawful or unfair.

29. SEVERABILITY

If any provision of these Terms is found to be unlawful, invalid or unenforceable, the remaining provisions will continue to apply so far as legally possible.

30. ENTIRE AGREEMENT

These Terms, together with the material information provided at the point of purchase and any applicable privacy information or service-specific terms, form the agreement relating to the relevant purchase.

Where specific written terms supplied for a particular service expressly differ from these general Terms, the specific terms will apply to that service to the extent of the difference.

31. CONTACT

Questions about these Terms may be sent to:

Coach Penny Love
London, United Kingdom
Email: [email protected]
WhatsApp Business: +44 7919 923772 — messages only; telephone calls are not monitored or accepted.