Coaching Session Terms

In plain words. Coaching is not therapy or medical care. When TraitTune sells you a session, TraitTune stands behind it. You have 14 days to withdraw from a package. Unused sessions can be refunded at any time. A late change or no-show uses at most one session, and none if the coach fills the slot. If the coach misses, you pay nothing for that session. You agree to these terms once, at your first booking.

1. These terms

1.1 These Coaching Session Terms apply when you book or buy a coaching session (a Session) with a coach (a Practitioner) in TraitTune. They form part of TraitTune's Terms of Service. For Sessions, they prevail over the Terms of Service where the two differ.

1.2 You agree to them once. You accept these terms with a tick box the first time you book a Session or confirm a Session a Practitioner arranged for you, whichever comes first. You are not asked again for later Sessions. TraitTune asks you again only if it publishes a new version of these terms with a material change; until you accept it, you keep using, booking and cancelling the Sessions of Packages you already have under the terms they were bought under, but you cannot book a Session under a newly purchased Package. TraitTune records the version you accepted and when, and you can read that version at any time on TraitTune's website.

1.3 Who sells the Session. Section 3 applies when TraitTune sells you the Session: you, or an organisation for you, pay TraitTune for it in TraitTune. When a Practitioner arranges a Session with you and you pay the Practitioner outside TraitTune, the Practitioner, not TraitTune, is responsible for that Session and its price, and TraitTune only provides the booking, calendar and sharing tools. For Sessions not sold by TraitTune, including free Sessions and Sessions paid directly to the Practitioner, Sections 1, 2, 4 to 10 apply to your use of TraitTune; the Practitioner's own terms govern their service and charges, and TraitTune remains responsible for its own tools and legal duties.

2. Coaching is not therapy or medical care

2.1 Sessions are non-clinical coaching for personal and professional development. They are not therapy, psychotherapy, counselling as a health service, medical or psychological diagnosis or treatment, or a substitute for professional care. They are intended solely as coaching.

2.2 A Practitioner will not diagnose you, treat a condition, prescribe or advise on medication, or give you clinical care in a Session booked through TraitTune, even if they hold a health licence (for example as a psychologist, counsellor, social worker, family therapist or dietitian). Such Practitioners coach only, under a coaching-only addendum to their agreement with TraitTune.

2.3 Nutrition and wellness coaching is general education and habit support. A Practitioner will not assess your individual nutritional needs or give you an individualised diet, nutrient targets or meal plan, including one to treat or manage a disease or medical condition, will not order or interpret laboratory or diagnostic tests through TraitTune, will not sell or recommend supplements or medication to treat a condition, and will not tell you to change a treatment, medication or diet your own health-care provider prescribed. Take any health question to your own health-care provider.

2.4 If you are in crisis or at risk of harm, contact your local emergency number or a crisis line straight away. TraitTune shows crisis resources for your location. A Practitioner who believes you are at risk will stop the coaching and point you to help.

2.5 Sessions are for people aged 18 or over.

3. Sessions TraitTune sells you

3.1 TraitTune is the seller

When you buy a Session or a bundle of Sessions (a Package) from TraitTune, TraitTune, Inc. sells it to you. You pay TraitTune, your receipt names TraitTune, Inc. as the seller, your card statement says "TraitTune", and your rights in this Section are against TraitTune. The Practitioner is an independent professional whom TraitTune engages to deliver the Session. These terms, not any terms of the Practitioner, govern your purchase. TraitTune provides customer service for every Session it sells at support@traittune.com.

If your employer or another organisation pays for your Session, that organisation buys it from TraitTune under TraitTune's Business Terms, which govern its payment, cancellation and refund rights; Sections 3.2 to 3.4 and 3.6 do not apply to that purchase. You keep Sections 2, 3.5, 3.7 and 4 to 10, except that any refund is paid to the organisation, and you owe no price for the Session.

3.2 Price and payment

The price for a Session or Package is shown, with any tax, before you pay. It is set by the Practitioner and charged by TraitTune.
You are charged when you buy the Package. Prices are in the currency shown at checkout.
Pay over time. Where offered (in the United States, in US dollars, for Packages from US$100 to US$10,000), you may pay through Klarna or Affirm. Your agreement with that provider governs the instalments; TraitTune remains the seller of the Session.
Packages do not expire.

3.3 Your 14-day right to withdraw

This right is the law in the EU, the EEA and the UK. TraitTune gives it everywhere as its policy.

The right. You may withdraw from a Package within 14 days of buying it, without giving a reason, and get a refund.
How to withdraw. Use Withdraw from contract on the Package in TraitTune, available at all times during the 14 days: choose the Package and confirm. TraitTune sends you straight away, by email, an acknowledgement stating what you withdrew from and when. You may also withdraw by any clear statement to billing@traittune.com, or with the model withdrawal form below.
Sessions inside the 14 days. Before any Session of a Package begins during its withdrawal period, TraitTune asks you, for that Package, expressly to request early performance and to acknowledge that you will pay proportionately for what is supplied at your request if you withdraw, and that your right to withdraw ends once the whole Package has been fully performed. Accepting these terms alone does not make that request, and a Session a Practitioner arranges for you is not your request. Without your request, Sessions begin after the withdrawal period. TraitTune confirms your request, the terms, the withdrawal information and your order on a durable medium (email).
If we did not ask. You owe nothing for services supplied during the withdrawal period if TraitTune did not obtain your express request or did not give you the withdrawal and payment information the law requires.
What you pay if you withdraw. You pay only for Sessions actually held at your request before you withdrew, in proportion to the Package price. A Session that was not held is refunded in full, even if a late change or no-show under Section 4 marked it as used.
Refund. TraitTune refunds you within 14 days of your withdrawal, to your original payment method.

Model withdrawal form. To TraitTune, Inc., 1007 N Orange St, 4th Floor 3460, Wilmington, Delaware 19801, United States, billing@traittune.com: I hereby give notice that I withdraw from my contract for the following coaching Package: [Package], bought on [date]. Name: [ ]. Account email: [ ]. Date: [ ].

3.4 Refunds

Within 14 days: Section 3.3.
After 14 days: you can ask for a refund of unused Sessions at any time; TraitTune refunds each unused Session at its share of the Package price. Sessions held or used under Section 4 are not refunded, except as below.
If a Practitioner stops working with TraitTune, unused Sessions are refunded, or moved to another Practitioner you choose.
Refunds go to your original payment method and usually appear within 5–10 business days.

3.5 Complaints about a Session

If a Session was not delivered as described (for example the Practitioner did not show up but the Session was marked as held, or the Session was not the service described), tell TraitTune at billing@traittune.com, preferably within 30 days. TraitTune decides within 14 days and refunds the Session if your complaint is upheld. The Practitioner may also offer you a redo Session. This period and TraitTune's decision do not limit your statutory claims, the limitation periods that apply, or your right to go to a regulator, a court or your payment provider.

3.6 Payment disputes

We ask you to contact billing@traittune.com before disputing a charge with your bank or card issuer; TraitTune answers within 5 business days. This is a request, not a condition of your rights. A disputed Package is paused while the dispute is open, but you can still withdraw or cancel it. The dispute procedure in the Refund Policy and the Terms of Service applies.

3.7 TraitTune's responsibility

TraitTune is responsible to you, as seller, for providing the Session with reasonable skill and care and as described. TraitTune does not promise a particular result from coaching. If you are a consumer in the United Kingdom, you have rights under the Consumer Rights Act 2015: a Session must be performed with reasonable care and skill and as described, and if it is not, you can ask for it to be performed again or, where that is not possible, for a price reduction. Consumers in the EU and elsewhere keep the remedies their own law gives. The limitation of liability in the Terms of Service never reduces a refund you are owed under these terms or the Refund Policy, and for Sessions TraitTune sells, TraitTune's total liability to you is never less than the amount you paid TraitTune for Sessions in the 12 months before the claim. Nothing in these terms limits your non-excludable consumer rights.

4. Booking, changes and missed Sessions

Each Practitioner sets a notice period from 0 to 72 hours (24 hours is recommended) and how many late reschedules are free in a Package (one by default). You see the rule above the booking button, and every booking keeps the rule that applied when you made it.
Cancelling or rescheduling before the notice period is free.
Cancelling within the notice period, rescheduling late beyond the free late reschedules, or not attending (not joined 15 minutes after the start) uses that Session. It never costs more than that one Session, and never more than the law allows as compensation. The cancel screen tells you whether the Session will be used before you confirm.
If the Practitioner fills your slot with another booking, a late change does not use your Session.
Review. You may ask TraitTune to review a used Session. TraitTune takes into account whether the slot was rebooked, costs avoided and anything else the law requires, and returns the Session (or refunds it) where the charge would be more than lawful compensation.
Something urgent? You can ask the Practitioner to excuse a late change or a missed Session. The Practitioner may excuse it at any time; if they do, the Session is returned to your Package.
If the Practitioner cancels late or does not attend, the Session is not used (or, for a single Session, is refunded in full), at no cost to you. You can report it to TraitTune from the booking.
After three used Sessions in a row through late changes or no-shows, self-booking with that Practitioner pauses until the Practitioner resumes it.
Your right to withdraw under Section 3.3 always prevails over this Section.

5. Recording

A Session is recorded only if you agree before it starts. You can say no without any effect on the Session.

6. Privacy of your Sessions

The Practitioner sees your TraitTune profile, Passport or other information only if you grant it, and only while the grant lasts. You can withdraw a grant at any time.
The Practitioner must keep what you share confidential and may not put it, or Session audio, into third-party AI tools without your agreement in TraitTune. TraitTune's Privacy Policy explains how TraitTune handles booking, payment and Session data.
If your employer pays, it never learns which Practitioner you chose, the topic or what was said. It sees only figures for groups of at least three people. For company-paid development Sessions, your company's owners and admins (not your team lead) may see a count of your late cancels and no-shows in the last 90 days, as explained before you book. If you are based in the EEA, the UK or Switzerland, this count is off unless your company has turned it on after meeting its duties to employee representatives.
Whether you take TraitTune assessments or use coaching has no effect on your company budget.

7. Your conduct

Treat Practitioners with respect. Do not record a Session without the Practitioner's agreement, and do not ask a Practitioner to provide clinical care, a diagnosis, a prescription or a therapeutic diet through TraitTune.

8. Changes to these terms

TraitTune may update these terms. For a material change, TraitTune tells you in TraitTune before it takes effect and asks you to accept the new version before you book a Session under a newly purchased Package. A change never applies to a Package bought before it, unless it is in your favour.

9. Language

These terms are published in several languages. If a translation differs from the English version, the version more favourable to you as a consumer applies.

10. Complaints and contact

Complaints about a Session or a Practitioner: support@traittune.com or the help form in the app; TraitTune answers within 5 business days. Trader: TraitTune, Inc., 1007 N Orange St, 4th Floor 3460, Wilmington, Delaware 19801, United States; +1 (833) 785-2999.