Legal documents
1.1 Coachflow is operated by Coachflow Ltd, a company registered in England and Wales with company number 17111426 and registered office at 66 Paul Street, London, England, EC2A 4NA. You can contact us at support@coachflow.io .
1.2 These Terms of Service (the "Terms") are a legally binding agreement between Coachflow Ltd ("Coachflow", "we", "us") and you, the coach or coaching business that creates an account (the "Coach", "you").
1.3 These Terms govern your access to and use of the Coachflow platform, including our web application, mobile applications, AI features and related services (together, the "Platform").
1.4 By creating an account, clicking to accept, or using the Platform, you accept these Terms. If you use the Platform on behalf of a company or other business, you confirm you have authority to bind that business, and "you" means that business.
1.5 These Terms incorporate our Data Processing Agreement (Schedule 1), our Acceptable Use Policy (Section 15) and our Privacy Policy. If there is a conflict, these Terms take priority, except on data protection matters, where the Data Processing Agreement takes priority.
1.6 You use the Platform in the course of business. These Terms are a business-to-business agreement, and consumer protection laws that apply to individuals acting outside their trade or business do not apply to it
1.7 Plain-English summaries. The italic summaries at the start of each section are there to help you read. They are not the contract: the numbered clauses are, and if a summary and a clause ever differ, the clause governs..
2.1 "Client" - a person who receives coaching services from you and who accesses the Platform through your account (for example to complete check-ins, view programmes or join your community).
2.2 "Lead" - a person who submits their information through a lead form, lead magnet or similar tool you run on the Platform, but who does not have Platform access.
2.3 "Coach Content" - all content you upload to or create on the Platform, including programmes, courses, videos, templates, check-in forms, branding and messages.
2.4 "Client Data" - personal data relating to your Clients and Leads that is processed on the Platform, including names, contact details, health and fitness information, progress photos and messages.
2.5 "AI Features" - Platform features that generate content or analysis using artificial intelligence models provided by us or our third-party providers.
2.6 "Subscription" - the plan selected in your account: Founder, Starter (free), Growth, Pro, or Enterprise (custom terms), as described at coachflow.io/pricing.
2.7 "Fees" - the subscription fees for your plan, plus any other charges you agree to on the Platform.
In plain English: keep your login details safe and your account details accurate - what happens on your account is your responsibility. Multiple accounts are fine, but one free workspace each.
3.1 To create an account you must be at least 18 years old and using the Platform for your coaching business.
3.2 You must provide accurate, current and complete information at registration and keep it up to date. We send legal and billing notices to the email address on your account, so it must work.
3.3 You are responsible for keeping your login credentials confidential and for everything done through your account, including by team members you invite. Tell us at support@coachflow.io as soon as you suspect unauthorised access.
3.4 If your plan includes team seats, you are responsible for your team members' compliance with these Terms.
3.5 We may disable any account or credentials if we reasonably believe there has been a breach of security or of these Terms.
3.6 You may hold more than one account, but only one free Starter workspace each. We use technical measures to detect duplicate free workspaces, and we may merge or close free workspaces created to avoid plan limits, including additional free workspaces created alongside a paid account.
In plain English: your plan sets how many clients and teammates you can have. Almost everything else is included on every plan, with generous caps on the free plan. Hit a limit and the answer is upgrading. The free plan costs nothing, so it comes with fewer promises.
4.1 We grant you a non-exclusive, non-transferable right to use the Platform for your own coaching business during your Subscription, subject to these Terms. Enterprise Subscriptions may be subject to an additional agreed order form or agreement, which takes priority over these Terms where they conflict.
4.2 Each plan has limits, set out at coachflow.io/pricing. The main ones are the number of Clients and teammates; plans also have storage and AI allowances and, on the free Starter plan, caps on how much content you can create. Limits are enforced in the Platform: when you reach a limit you cannot add more (for example further Clients, teammates or uploads) until you upgrade or free up room. Nothing you already have is deleted or switched off because you are over a limit, including after a downgrade. There are no overage charges.
4.3 Starter (free) plan. The Starter plan is free. It currently includes up to 3 Clients, no teammates, the Platform's features with usage caps, and a platform fee on payments you collect from Clients (Section 9.7). On Starter, Coachflow branding ("Powered by Coachflow") is shown to your Clients unless you buy white-labelling. Because you pay nothing for it, the Starter plan is provided with no commitments as to availability or continuity: we may change, limit or withdraw it, or any feature of it, at any time. If we withdraw it entirely we will give you at least 30 days' notice and a way to request your data (Section 17). Inactive Starter accounts are handled under Section 16.6.
4.4 You may not resell, sublicense, rent or share the Platform, or use it to provide a competing platform to others. Your Clients' access through your account is part of your use, not a sublicence.
4.5 Fair use: AI usage, storage, messaging and community features are subject to fair use. If your usage is far above what is normal for your plan and disproportionate to genuine coaching use, we may ask you to reduce it or move to a suitable plan (This applies to every plan, including the Founder plan).
4.6 Founder plan. The Founder plan is a paid monthly plan at a locked rate: the price you signed up at will not increase while your Founder Subscription remains continuously active, and Section 6.4 (price changes) does not apply to that rate. Any bonuses included with the Founder plan are as described when you signed up. The locked rate does not exempt you from fair use (Section 4.5): if your usage is persistently far beyond fair use and you do not reduce it after we ask, we may move you to an appropriate plan at then-current pricing, on 30 days' notice. If your Founder Subscription ends for any reason (including cancellation, downgrade or termination), the locked rate ends with it, and any later subscription is at then-current pricing. Founder places are limited and we may stop offering new Founder Subscriptions at any time. Pausing your Founder Subscription under Section 6.8 keeps your locked rate; cancelling it releases your place, and you may not be able to get it back. In all other respects the Founder plan works like any other paid plan under these Terms.
4.7 Changing plan. You can change plan in the Platform. Upgrades take effect immediately and you pay the difference for the rest of the current billing period. Moving to a cheaper paid plan takes effect immediately and the unused part of your current period is credited against your future invoices, not refunded. Moving to the free Starter plan takes effect at the end of your current paid period. You cannot move to a plan whose Client or teammate limit is below the number you currently have until you reduce them.
In plain English: trials run 14 days unless we say otherwise, we take your card upfront, and you'll be charged when the trial ends unless you cancel first. We'll remind you before that happens.
5.1 We may offer free trials of paid plans from time to time, granted at our discretion on a case-by-case basis. Unless we state otherwise when granting your trial, the standard trial period is 14 days. Trial conditions are stated when you start the trial.
5.2 Where a trial requires a payment method, we take your card details at signup and your paid Subscription starts automatically when the trial ends, and your card will be charged, unless you cancel before the trial ends. We state the trial end date and the price you will be charged when you start the trial and in a reminder before the trial ends.
5.3 One trial per Coach, unless we say otherwise. We may withdraw or modify trial offers at any time before you start one.
5.4 Trials are provided as-is: paid-plan commitments in these Terms about data export windows still apply, but we may end a trial early where we reasonably suspect abuse.
In plain English: your plan renews automatically until you cancel, we tell you before prices change, and you'll always see the cost of any paid extra before you're charged. Stripe's processing fees on your client payments belong to Stripe, not us.
6.1 Fees for paid plans are stated at coachflow.io/pricing or agreed with you directly, and are set in pounds sterling (GBP). At checkout we may show and charge the equivalent in your local currency, converted by our payment processor at the rate shown to you. Fees are charged in advance, monthly or annually per your selection, on a rolling basis with no minimum term. (Payments you collect from your Clients under Section 9 are separate, handled by Stripe, and may be in any currency Stripe supports for you.)
6.2 Fees are exclusive of VAT and any applicable taxes, which are added where required. If you are a business customer outside the UK, reverse-charge rules may apply and you are responsible for self-accounting where applicable.
6.3 Your Subscription renews automatically at the end of each billing period unless you cancel before the renewal date. You can cancel in your account settings; cancellation takes effect at the end of the current paid period, and you keep access until then.
6.4 We may change our prices. Price changes take effect at your next renewal and we will give you at least 30 days' notice by email before a price change applies to you. If you do not accept the change, cancel before it takes effect.
6.5 You authorise us and our payment processor (Stripe) to charge your stored payment method for Fees when due.
6.6 Stripe's processing fees. Payments you collect from your Clients are processed by Stripe, and Stripe's processing fees apply to each transaction under Stripe's own pricing and terms. Stripe deducts its fees before paying you out. We do not set, control or receive Stripe's fees, and Stripe may change them under its own terms. These are separate from our subscription Fees and from any platform fee under Section 9.7.
6.7 Fees for additional features and services. Some features, programmes, add-ons or services carry, or may in future carry, their own fees. Any such fees are set out at coachflow.io/pricing or shown in the Platform before you purchase or enable the relevant feature, and you are only charged where you choose to use it. Changes to the price of anything you already pay for follow Section 6.4 (notice, effective at your next renewal). If a feature you already use free of charge is to become chargeable, we will give you at least 30 days' notice before the change takes effect, and you may choose not to pay and stop using that feature. A platform fee on payments you collect from Clients is governed by Section 9.7, which applies instead of this clause.
6.8 Pausing. You may pause a paid monthly Subscription from your account settings for one, two or three months, once in any 12-month period, and resume early at any time. While paused: you are not charged; your Clients cannot access the Platform; you cannot add Clients or deliver new content; and your data is kept. Before pausing you choose whether we should also try to pause the payments your Clients make to you through the Platform. We will attempt this but cannot guarantee it for every payment, and payments your Clients make to you outside the Platform are not affected. If you choose not to pause Client payments, your Clients may continue to be charged while they cannot use the Platform. In every case the arrangement with your Clients, including telling them about the pause, what they are charged and any refunds, is your responsibility, and you confirm this when you pause. Pausing becomes available when we release it in the Platform.
In plain English: payments aren't refundable. You can cancel anytime and keep access until the end of what you've paid for.
7.1 Payments, including for annual Subscriptions, are non-refundable. You can cancel at any time under Section 6.3 and keep access until the end of the period you have paid for, but we do not give refunds or credits for partial periods, unused features or Clients, downgrades, or change of mind, except where these Terms expressly say otherwise or the law requires.
7.2 You use Coachflow as a business, so the statutory 14-day "cooling-off" rights that protect consumers buying online do not apply to your Subscription. Your refund position is as set out in this Section 7 and is not implied from consumer law.
In plain English: if your payment fails, your account is locked (not deleted) until you pay - your clients keep their access. After 30 days unpaid, you drop to the free plan. Talk to us before disputing a charge with your bank; we fix real errors fast.
8.1 If a payment fails we will retry it and notify you. While Fees remain unpaid, your access to the Platform is gated: you cannot use your account until payment is made or your payment method is updated. Your account, workspace and data remain intact, and your Clients keep access to their existing content during this period.
8.2 If Fees remain unpaid 30 days after the due date, we may downgrade your workspace to the Starter (free) plan. Clients and content above Starter limits are archived, not deleted, and are restored if you upgrade again. If you prefer to leave instead, Section 17 (data export) applies.
8.3 If you initiate a chargeback on Fees that were properly charged, we may suspend your account while it is investigated and recover our reasonable costs of disputing it. Raise billing problems with us first at support@coachflow.io - we fix genuine errors quickly.
In plain English: your clients pay you, not us. Stripe moves the money; you own the client relationship, including refunds, disputes and taxes. On the free Starter plan we take a small platform fee from each client payment; on paid plans we take nothing. Stripe's own fees apply either way.
9.1 The Platform lets you collect payments from your Clients using Stripe Connect. To use this, you must create a Stripe connected account and accept the Stripe Connected Account Agreement (including the Stripe Services Agreement). Stripe's terms govern Stripe's services to you.
9.2 You are the merchant, not us. Payments from your Clients are transactions between you and your Client. Coachflow is not a party to them, is not a bank, payment institution or money transmitter, and does not hold your or your Clients' funds. Payouts, holds, reserves, refunds processing and account reviews are controlled by Stripe under Stripe's terms.
9.3 You are solely responsible for:
9.4 You must not use payment features for any business or transaction type prohibited by Stripe's restricted business list, or for anything outside your coaching business.
9.5 We may suspend or restrict payment features where we reasonably suspect fraud or misuse, where Stripe requires it, or where your Stripe account is terminated or restricted by Stripe.
9.6 We are not liable for Stripe's acts or omissions, including outages, payout timing, frozen or clawed-back funds, or Stripe closing your connected account.
9.7 Platform fee. On the Starter plan we charge a platform fee of 2.5% of each payment you collect from Clients through the Platform. On paid plans we charge no platform fee. Stripe's processing fees (Section 6.6) are separate and apply on every plan. The fee follows your plan: when you move between Starter and a paid plan, the new rate applies to new payments and, where our payment processor allows it, to your existing Client subscriptions from their next payment. We may change the platform fee in future; if we do, we will give you at least 30 days' notice by email, the fee will be stated as a percentage and/or fixed amount per transaction, and it will apply only to transactions after it takes effect. If you do not accept it, you may stop using payment features, move to a plan without a platform fee, or cancel under Section 16. Continuing to use payment features after the effective date counts as acceptance.
In plain English: your content stays yours; we host it to run the platform. AI powers parts of the platform - your data, including client data, is processed with AI and shared with the AI providers that make the features work, and your clients are told this plainly. Your data is used to improve the platform and its features, which may involve sharing with 3rd party tools. We may use details about you and your business, including any branded content you’ve uploaded to the platform, and high-level results in Coachflow marketing unless you opt out. Anonymous platform stats may be shared freely. We will only share identifiable client content, such as testimonials, transformations, photos, screenshots or personal results, with the client’s clear consent. Recipes you add to the shared database stay in it after you leave, and may be used or adapted for the community.
10.1 You own your content. You keep all intellectual property rights in Coach Content. Nothing in these Terms transfers ownership of your programmes, courses, brand or materials to us.
10.2 You grant us a worldwide, non-exclusive, royalty-free licence to host, store, copy, transmit, display, back up and otherwise process Coach Content, including transmitting it to our subprocessors (such as hosting and AI providers), solely to the extent needed to provide, secure and improve the Platform and comply with law. This licence ends when your content is deleted from the Platform, except for lawful backup retention.
10.3 AI processing of your data.
10.4 Client-facing AI and data transparency.
10.5 You warrant that:
10.6 If we receive a complaint that Coach Content infringes someone's rights, we may remove or disable the content while we review it. We operate a notice-and-takedown process: complaints to support@coachflow.io. Repeat infringers' accounts may be terminated.
10.7 You are responsible for keeping independent copies of business-critical Coach Content. The Platform is not an archival service.
10.8 If you give us feedback or suggestions, we may use them without restriction or payment.
10.9 Coachflow Resources. We provide resources such as recipes, workouts, educational materials and lead magnet assets ("Coachflow Resources"). We license them to you to use with your Clients as part of your coaching during your Subscription, and you may adapt them. You must not sell or distribute Coachflow Resources, or bulk collections of them, as standalone products. Materials already delivered to your Clients may remain with those Clients after your Subscription ends.
10.10 Recipes and shared resources you create. Recipes (including their images and instructions) and similar shared-database resources that you create on the Platform are added to the Platform's shared database and may remain available to us and to other users after your Subscription ends. You keep ownership, and you grant us a perpetual, irrevocable, worldwide, royalty-free licence to retain, use, adapt and make them available to other users, which survives termination. This applies only to recipes and shared-database resources - your programmes, courses, brand assets, Client Data and other Coach Content stay covered by 10.2 and are deleted per Section 17. Do not include personal data or Client information in shared resources.
10.11 Showcasing, success stories and marketing. Showing what coaches achieve on Coachflow is part of how we grow the Platform. This works in three layers:
In plain English: the platform belongs to us. Use it, don't copy it, don't build a competitor with it. White-label customers can present the app as their own brand.
11.1 We and our licensors own all rights in the Platform, including software, design, databases, documentation, our templates and our trademarks. These Terms give you a right to use the Platform, not any ownership.
11.2 You must not:
11.3 You may use our name and logo only as we make available (for example "powered by Coachflow" assets), and per any brand guidelines we publish.
11.4 White-labelling. Where your plan includes paid white-labelling, you may present the Client-facing experience under your own brand, including describing the app as your own. Unless your white-label tier removes them, some "Powered by Coachflow" elements and Coachflow domains may remain visible. Whatever the branding, these Terms continue to govern the Platform underneath, including Sections 19 to 21 (disclaimers, liability and indemnity), and you may not transfer, sell or sublicense the underlying software itself.
In plain English: your clients' and leads' data belongs to your business, and protecting it lawfully is your job - we process it on your instructions. Our tools help, but they don't make you compliant by themselves. Clients must be 18 or over.
12.1 For Client Data, you are the data controller and we are your processor. We process Client Data on your instructions under the Data Processing Agreement (Schedule 1), which forms part of these Terms.
12.2 As controller, you are responsible for:
12.3 Using the Platform's forms, storage and messaging tools does not by itself make you compliant with data protection law. The tools help; the legal responsibility for your Clients' and Leads' data is yours.
12.4 You must not upload Client Data you are not entitled to process, and you must not use Platform messaging to send unlawful marketing (see Section 15).
12.5 We process some data relating to you and, in limited respects, your Clients and Leads as a controller in our own right (account data, billing, security, abuse monitoring, aggregated analytics), as described in our Privacy Policy.
12.6 Client age. The Platform is for adults. You must not give Platform access to, or collect data through the Platform about, anyone under 18. If we discover data relating to a person under 18, we may remove it and will work with you to do so.
12.7 We may provide template privacy notices, consent wording and similar compliance tools. These are starting points provided as a convenience, not legal advice. You are responsible for ensuring your notices, consents and use of Platform tools comply with the laws that apply to you and your Clients, wherever you and they are located.
12.8 Client Terms. Your Clients' use of the Platform is subject to our Client Terms, presented to them at signup. The Client Terms apply in addition to your own terms with your Clients, and take priority over your terms on matters concerning the Platform itself. You must not remove, alter, obscure or misrepresent the Client Terms or their acceptance flow.
In plain English: the AI analyses and summarises for you, and it can be wrong - review before you act on it or send it to a client. It isn't medical advice, and neither are the meal plans. What you send your clients is on you, however it was generated.
13.1 AI Features generate content and analysis using models from third-party providers (including but not limited to Anthropic, OpenAI and Google) and/or our own systems. Inputs to and outputs from AI Features are processed by those providers as our subprocessors, under contracts restricting their use of the data.
13.2 AI output can be wrong. Outputs may be inaccurate, incomplete or inappropriate for a particular Client. AI Features do not provide medical, legal, financial or other professional advice. You must review AI outputs before relying on them or using them with Clients, and you remain fully responsible for all advice, programmes and content you deliver to Clients, however generated.
13.3 As between you and us, you own the outputs AI Features generate from your inputs, to the extent we hold any rights in them. Outputs may be similar to outputs generated for other users; we cannot guarantee uniqueness.
13.4 AI usage is subject to your plan's limits and fair use (Section 4.5). You must not use AI Features to:
13.5 AI Features currently analyse and summarise information you hold (for example Client check-ins, including photos and written notes) and present the results to you; they do not converse with Clients directly. Where you act on or send AI-assisted content to a Client, you take responsibility for it as if you wrote it. If we introduce AI that interacts with users directly (for example an AI assistant), it will be clearly identified as AI, and you must not remove or obscure that identification.
13.6 Meal planning features. The meal plan builder and AI meal planner generate general meal plans from the Platform's recipe database. They are planning tools, not nutrition professionals. Their outputs, whether generated for you or later adjusted by a Client:
In plain English: coaches can access the global Coachflow community (free accounts read, paid accounts post), and your clients can post and comment in your community spaces. You moderate yours, we keep backstop powers everywhere, and we can remove content or people that spoil it.
14.1 The Platform includes a global community for coaches, hosted and moderated by us. Starter (free) accounts have read-only access. Posting and commenting privileges depend on your plan, and may also be earned, adjusted or removed through community participation features (for example points-based posting rights).
14.2 You grant us a licence to display content you post in community areas to other Platform users, and to feature it within the community (for example in leaderboards). Do not post confidential information, Client Data, or anything that breaches Section 15.
14.3 We may remove content, and restrict, suspend or withdraw community access or earned privileges, at our discretion and with or without notice, where content or conduct breaches Section 15 or harms the community. Community content reflects its posters' views, not ours, and we are not responsible for it.
14.4 Report content through the in-Platform reporting tools or to support@coachflow.io. We review reports and may remove content and warn, restrict or remove the poster.
14.5 Client community spaces. Clients can post and comment in Client-facing community spaces (for example within your community areas). You are the first-line host and moderator of your own Client-facing spaces: set expectations, moderate what is posted, and remove content that breaches Section 15 when you become aware of it. Our powers under 14.3 and 14.4 apply across all community spaces, and Clients accept content rules through the Client Terms.
In plain English: don't break the law, don't spam, don't endanger clients, and don't practise beyond your qualifications. Serious breaches end your account immediately.
You must not, and must not allow your team or Clients to, use the Platform to:
15.1 Break the law - including fraud, IP infringement, deceptive marketing, pyramid or MLM recruiting, or processing data you have no right to process.
15.2 Harm people - harassment, threats, hate, or any content that sexualises or endangers anyone under 18 (zero tolerance: immediate termination and, where appropriate, reporting to authorities).
15.3 Spam - bulk unsolicited messages, purchased contact lists, or marketing to Leads without the consents required by law where the Lead lives (in the UK, PECR; elsewhere, laws such as CAN-SPAM or CASL).
15.4 Attack the Platform - probing or breaching security, malware, denial-of-service, credential sharing, evading usage limits, or automated scraping.
15.5 Misuse AI - as set out in Section 13.4.
15.6 Endanger clients or practise beyond your licence - you must hold the qualifications and insurance appropriate to the coaching you provide; you must not diagnose or treat medical conditions, prescribe medication, promote banned substances, or set protocols that a competent coach would consider dangerous. You must not use the Platform to provide services that require a professional licence or registration you do not hold (for example medical, dietetic or clinical services). Platform tools, including the meal plan builder, do not qualify you to provide any service; it is your responsibility to confirm what you may lawfully provide where you and your Client are located. If a Client discloses a medical condition, you must direct them to a medical professional and make clear your services do not treat that condition. Breach of this Section 15.6 may lead to immediate termination under Section 16.3(a).
15.7 Misrepresent - impersonating others, fake testimonials or results claims that breach advertising rules that apply to you.
In plain English: leave whenever you like. We can suspend or remove accounts that break the rules - immediately for the serious stuff, with 14 days to fix honest mistakes.
16.1 You can leave anytime. Cancel in account settings; your Subscription ends at the end of the current paid period (Section 6.3).
16.2 Suspension by us. We may suspend some or all of your (and your Clients') access immediately, with notice where reasonably practicable, where:
16.3 Termination by us for breach. We may terminate this agreement: (a) immediately, for serious or repeated breach - including breaches of Sections 15.1, 15.2 or 15.6, malicious use, fraud, or anything creating legal risk to us or harm to others; or (b) for any other breach capable of remedy, if you do not fix it within 14 days of our written notice describing it.
16.4 Termination by us for convenience. We may terminate this agreement without cause on at least 60 days' notice, in which case we will refund any Fees you have prepaid for the period after termination.
16.5 No refunds are due on termination for breach under 16.3.
16.6 Inactive free accounts. A free Starter account is inactive while neither you nor any of your Clients uses the Platform. After 1 month of inactivity we may email you reminders. At 6 months we mark the account dormant and tell you. At 11 months we warn you that files uploaded to the account (such as photos, videos and attachments) will be removed one month later, and at 12 months we remove them; your account, your Clients' accounts and your other data are kept. We may close a free account that has been inactive for more than 24 months, after reviewing it and emailing you at least 30 days beforehand; Section 17 then applies. Any use by you or your Clients resets these periods. Telling your Clients about any of this is your responsibility.
In plain English: when you leave, you have 30 days to ask us for your data, then we delete it - though we keep our own business records, like billing and your contact details, as our Privacy Policy explains. Winding down with your own clients - cancelling their subscriptions, any refunds you owe them - happens through your Stripe account and is your job.
17.1 When your Subscription ends (for any reason), you have 30 days to request a copy of your data by emailing support@coachflow.io. Within 14 days of your request we will provide, in a standard machine-readable format (such as CSV or JSON, with uploaded files): your own account data; and the personal data of your Clients held in your account, including their contact details, check-in answers, measurements and the files they uploaded, such as progress photos. Your programmes, templates, recipes, lessons and other coaching content are not included.
17.2 After the 30-day window we delete or anonymise Coach Content and Client Data from live systems within 30 days, except:
17.3 During suspension or payment gating (as opposed to termination), your data stays in place; export rights under 17.1 are not triggered.
17.4 Sections intended to survive termination do so, including 10 (including the 10.10 licence and 10.11(d)), 11, 19, 20, 21, 22, 25 and accrued payment obligations.
17.5 Closing your account does not end your obligations to your Clients. You are responsible for cancelling subscriptions and processing any refunds owed to your Clients through your own Stripe account; we cannot process your Clients' refunds for you.
In plain English: we look after the platform with care, but we can't promise zero downtime and we don't offer an uptime guarantee. Features will evolve over time - if we ever remove something core to your plan, you get notice, and your unused money back if you leave because of it.
18.1 We provide the Platform with reasonable skill and care. Subject to that, the Platform is provided "as available": we do not guarantee that it will be uninterrupted, error-free or always available.
18.2 We may perform planned maintenance (aiming for low-traffic windows, with advance notice in-app or by email where practicable) and emergency maintenance without notice.
18.3 We improve the Platform continuously and may add, change or remove features. If we materially remove functionality core to your plan, we will give you at least 30 days' notice. If you cancel because of that change, your cancellation takes effect from the date the change does (or any later date you choose), and we will refund pro-rata any prepaid Fees covering the period after your cancellation takes effect. This is an express exception to Section 7.1.
18.4 The Platform depends on third-party services (hosting, Stripe, AI providers, email and messaging carriers, app stores). We are not responsible for third-party outages or failures, though we will work to restore service where they affect the Platform.
18.5 You are responsible for your own internet access, devices and the compatibility of your systems.
In plain English: we work hard to keep Coachflow fast, secure and reliable, but no software platform can promise perfect uptime - including ours. We build on third-party infrastructure (hosting, Stripe, AI providers), and sometimes things outside our control will break, need maintenance, or go down at an inconvenient moment. When that happens we work to restore service as quickly as we can, but we cannot guarantee when. Plan your business accordingly: keep your own copies of anything you cannot afford to lose, and remember that your commitments to your clients remain yours even while a tool is down. We also can't promise business results - Coachflow gives you the machinery; what you build with it is up to you. The formal version of all of this is below, and Section 20 sets out the limits of what we can be liable for.
19.1 We warrant that we will provide the Platform with reasonable skill and care.
19.2 Except as stated in 19.1, and to the fullest extent permitted by law, we exclude all other warranties, conditions and terms, whether express or implied, including fitness for a particular purpose, and any warranty that the Platform will meet your requirements or achieve any business outcome.
19.3 No business outcome warranty. The Platform is a tool. We make no promise that using it will win you clients, grow your revenue or improve your coaching business, and nothing on our website, in our marketing or from our team varies that unless put in writing as a contract term.
19.4 The Platform and AI Features do not provide medical, legal, financial or professional advice, to you or your Clients.
19.5 You acknowledge that:
In plain English: if we're at fault, there are limits on what we owe - capped at what you paid us in the last 12 months (£100 on the free plan), and business losses like lost profit are excluded. Some liability can never be excluded by law, and we don't try.
20.1 Nothing in these Terms excludes or limits our liability for: (a) death or personal injury caused by our negligence; (b) fraud or fraudulent misrepresentation; or (c) any other liability that cannot be excluded or limited by law.
20.2 Subject to 20.1, we are not liable for:
20.3 Subject to 20.1 and 20.2, our total aggregate liability to you arising out of or in connection with these Terms and the Platform, in any 12-month period, is limited to: (a) the Fees you paid us in the 12 months before the first event giving rise to liability; or (b) if you are on the free Starter plan and have paid no Fees, £100.
20.4 For clarity, and subject always to 20.1: we are not liable for losses arising from Platform unavailability, from your or your Clients' reliance on AI outputs contrary to Section 13.2, from your relationships or disputes with your Clients or Leads, from Stripe's acts or omissions (Section 9.6), or from events under Section 24.6 (force majeure).
20.5 Each provision of this Section 20 is separate and severable. If any part is found unenforceable, the rest still applies.
In plain English: if your content, your conduct or your client relationships get us sued, you cover the cost.
21.1 You will indemnify us (cover our losses, damages and reasonable costs, including legal fees) against third-party claims arising from:
21.2 We will: notify you promptly of any claim we seek indemnity for, let you control the defence where appropriate (not settling on your behalf without consent), and take reasonable steps to mitigate.
In plain English: we keep each other's private information private. We may name you as a customer and share your wins unless you opt out; your photo needs a yes from you, and your clients' data only ever moves with their consent.
22.1 Each of us will keep the other's confidential information confidential and use it only for purposes of this agreement. Confidential information excludes what is public, already known, independently developed, or must be disclosed by law.
22.2 Your business data visible to us through the Platform is your confidential information. Our non-public product information, pricing and roadmap discussions are ours.
22.3 We may identify you as a customer and use your name and logo in customer lists and marketing. You can opt out anytime by emailing support@coachflow.io, and we will stop new uses within 30 days. We will only use your photograph or likeness in marketing with your separate consent.
22.4 We may use aggregated, de-identified statistics about Platform usage and results (for example, average client retention improvements across coaches) in our marketing and publications. These never identify you or your Clients. Success stories that identify your business follow Section 10.11(b); content including your Clients' data follows Section 10.11(c); your photograph or likeness follows 22.3.
In plain English: these terms will change as the product grows. Material changes come with 30 days' notice - if you don't like one, cancel before it lands; staying means you accept it.
23.1 We may update these Terms. For material changes we will give you at least 30 days' notice by email and in-app before they take effect. Non-material changes (clarifications, typos, feature-name updates) may take effect on posting.
23.2 If you do not accept a material change, cancel your Subscription before the change takes effect (Section 6.3); the old terms apply until then. Continuing to use the Platform after the effective date means you accept the updated Terms.
23.3 Changes required by law, regulation or to address security or abuse may take effect immediately; we will still notify you.
23.4 We keep dated versions of these Terms and will make previous versions available on request.
In plain English: the standard legal machinery. This document is the whole agreement, it survives a sale of the company, and neither of us is liable for events nobody can control.
24.1 Entire agreement. These Terms (with the documents they incorporate) are the entire agreement between us about the Platform and replace all earlier discussions and representations, except fraudulent ones.
24.2 Assignment. We may assign or transfer this agreement (for example on a sale or restructure of our business). You need our written consent to assign, except to a company that buys your coaching business, on notice to us.
24.3 Severability. If any provision is found invalid, the rest remain in force.
24.4 No waiver. Not enforcing a right is not giving it up.
24.5 No partnership. Nothing creates a partnership, agency or employment relationship between us.
24.6 Force majeure. Neither of us is liable for failure caused by events beyond reasonable control, including internet or utility failures, hosting or third-party provider outages, strikes, epidemics, war or state action. If such an event continues for more than 60 days, either of us may terminate on notice.
24.7 Third parties. No one other than you and us has rights under these Terms (Contracts (Rights of Third Parties) Act 1999), except our group companies may enforce terms intended to protect them.
24.8 Sanctions and export. You must not use the Platform if you are subject to UK, EU, UN or US sanctions or located in a comprehensively sanctioned territory.
24.9 Notices. We give notice by email to your account address or in-app; you give notice by email to support@coachflow.io. Email notice counts as received the next business day.
In plain English: English law, English courts. If something goes wrong, we talk first - formal proceedings are the last resort.
25.1 These Terms and any dispute arising out of them (including non-contractual disputes) are governed by the law of England and Wales.
25.2 The courts of England and Wales have exclusive jurisdiction, and you and we each submit to it.
25.3 Before starting formal proceedings, each of us agrees to try to resolve disputes by escalation: written summary to the other party, then a call between decision-makers within 30 days. This does not prevent either party seeking urgent injunctive relief.
In plain English: support@coachflow.io for everything. Data protection complaints get acknowledged within 30 days.
26.1 Support and general contact: support@coachflow.io.
26.2 Legal notices and abuse reports: legal@coachflow.io.
26.3 Complaints about our handling of personal data: see our Privacy Policy - we acknowledge data protection complaints within 30 days.
Coachflow LTD · Company no. 17111426
66 Paul Street, London, England, EC2A 4NA
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