The Supplier (“we, our, us”) shall provide the Client (“you”, “your”) the services subject to the agreement including the policies set out below. In these policies the “client” refers to the “client staff”.
This policy and others make up part of schedule 2 of our standard terms and conditions.
Sessions policy
Coach client relationship
The Sanctus Coach agrees to maintain the ethics and standards of behaviour established by the regulatory body that they adhere to. It is recommended that the client review those specific codes of ethics and applicable standards of behaviour. The client can do this by asking the Sanctus Coach which regulatory body they adhere to (likely ICF, AC, EMCC, BACP or otherwise).
The client is solely responsible for creating and implementing their own physical, mental and emotional well-being, decisions, choices, actions and results arising out of or resulting from the coaching relationship and interactions with the coach. As such, the client agrees that the coach is not and will not be liable or responsible for any actions or inaction, or for any direct or indirect result of services provided by the coach. The client understands coaching is not therapy and does not substitute for therapy if needed, and does not prevent, cure or treat any mental disorder or medical disease.
The client further acknowledges that they may terminate or discontinue the coaching relationship at any time and that they may only be able to access Sanctus coaching infrequently; regular sessions are not guaranteed.
The client acknowledges that coaching is a comprehensive process that may involve different areas of their life, including work, finances, health, relationships, education, recreation and others. Deciding how to handle these issues, incorporate coaching principles and implement choices is exclusively the client’s responsibility.
The client acknowledges that coaching does not involve the diagnosis or treatment of mental disorders as defined by the American Psychiatric Association and is not a substitute for counselling, psychotherapy, mental health care, substance abuse treatment or other professional advice. It is the client’s responsibility to seek such independent professional guidance as needed. If the client is under the care of a mental health professional, it is recommended they inform their provider of the nature and extent of the coaching relationship.
To enhance the coaching relationship, the client agrees to communicate honestly, be open to feedback and create the time and energy to participate fully in the programme.
The parties agree to engage in a coaching relationship through in-person and telephone meetings (where possible). The coach cannot guarantee availability by email or voicemail between scheduled sessions as defined by the coach.
Sessions shall be 50 minutes.
Procedure
The time of coaching sessions will be determined by Sanctus and the business based on mutual agreement. The client initiates all bookings through the Sanctus online booking system and is responsible for attending at their chosen time.
Confidentiality
This coaching relationship and all information (documented or verbal) shared by the client with the coach is bound by the principles of confidentiality in the coach’s relevant code of ethics.
However, the coach-client relationship is not a legally privileged relationship (unlike medical or legal professions). The coach agrees not to disclose any client information without written consent and will not use the client’s name as a reference without consent.
The coach agrees not to disclose any client information to the business. Sanctus coaching is not business coaching; all content shared in a Sanctus coaching session falls under this agreement between coach and client.
The coach will inform the business with the client’s consent if they believe there is a high and immediate safety risk to the client or others. Confidential information does not include information that:
- was in the coach’s possession prior to being furnished by the client;
- is generally known to the public or in the client’s industry;
- is obtained by the coach from a third party without breach of any obligation;
- is independently developed by the coach without reference to the client’s confidential information;
- the coach is required by statute, subpoena or court order to disclose;
- is disclosed and the coach reasonably believes there is imminent risk of danger or harm;
- involves illegal activity.
The client also acknowledges their continuing obligation to raise any confidentiality questions or concerns with the coach in a timely manner.
Risk & safeguarding
If, during a session, the coach assesses there is a risk to the safety of the client or others, they will signpost the client to appropriate external support. Sanctus coaches aim to collaborate in identifying suitable support outside coaching. However, if the coach believes there is a high and immediate risk, they may break confidentiality to contact emergency services and/or inform the business.
The Sanctus coaching space is not designed for severe mental health challenges. GPs, emergency services and suicide-prevention helplines are better placed to provide the appropriate level of care. Sanctus coaches are trained to signpost when further support is needed.
The client acknowledges some issues may be too complex or broad for a Sanctus coaching session. Alternative support—such as therapy, counselling or medical care—may be more appropriate.
Certain areas of mental health fall outside the scope of coaching, including diagnosing or treating mental illness, managing severe conditions, trauma or patterns that impair daily functioning, and situations where actions may harm the client or others. Sanctus coaches are not qualified to work with these issues.
Refusal policy
Sanctus coaches reserve the right to refuse coaching or entry to individuals they feel threaten physical, psychological or emotional safety. This is at the coach’s discretion.
Release of information
The coach engages in training and education to pursue or maintain coaching credentials, which may require client names and contact information for verification of hours. By entering this agreement, you agree to share your name, contact details and coaching dates with the coach’s regulatory body. Representatives may contact you for accreditation.
Topics may be anonymously and hypothetically shared with other coaching professionals for training, supervision, mentoring, evaluation and professional development.
Cancellation & late policy
The client must notify Sanctus of cancellations or rescheduling as soon as possible and at least 24 hours before scheduled calls or meetings to make sessions available to others. Sessions cancelled or rescheduled with less than 24 hours’ notice will count as delivered within the coaching subscription.
The client is responsible for attending sessions at the agreed time. Arriving more than 5 minutes late may result in loss of that session.
Record retention policy
The client acknowledges that Sanctus’s record retention policy covers documents and data from the coach-client relationship. Coaches maintain records (print or electronic) for at least seven years after Sanctus ceases work with the business.
All coach notes include the client’s name and a brief descriptive note with no feelings or judgments. Notes are taken without compromising information.
Examples of how notes are taken:
Joe talked about his marriage. Agreed he’d reflect on values for next time.
Jane talked about how she’s feeling about work and her relationship with her boss.
Examples of how notes are not taken:
Joe is still struggling with insecurities in his relationship. He was visibly upset and we agreed he’d reflect on what he needs to feel safe.
Jane is thinking of leaving her job because she can’t stand her boss.
All digital notes are password-protected and secured.
Zoom AI notetaking
The client acknowledges the AI notetaking feature is supportive, not required. They understand Zoom’s terms state customer content will not train AI models without explicit consent, though service-generated data may enhance services and be stored for up to 30 days.
They understand AI tools may increase risk of unauthorised access or data breaches, potentially compromising confidentiality, and agree to this risk when using AI notetaking.
Sanctus and coaches will not store AI notes; these are not password-protected or encrypted. For more information, see Zoom’s privacy & security practices and GDPR guidelines.
Sanctus coaching supports AI notetaking to enhance clients’ experience by allowing focus on conversation and providing a reference for reflection. Coaches still keep separate practitioner notes; AI notes do not replace record-keeping.
AI-generated notes may omit, misinterpret or err and should not be considered a complete record. Please contact your coach for clarification if needed.