Feedback, Complaints & Refunds

We want you to get the most from your coaching or training experience. Here’s how we handle things: 

Feedback:

We welcome your thoughts anytime — by email, in person, or through our feedback forms. Your ideas help us improve. 

Complaints:

If something’s not right, please email [email protected] with the subject “Complaint”. We’ll reply within 3 working days and aim to sort things within 10. 

Refunds: 

• Coaching sessions: Cancel at least 48 hours ahead for a refund or reschedule. Less than 48 hours, no refund unless exceptional circumstances.
• Training programmes: Full refund within 14 days of payment, if the programme has not started and materials are not accessed. After that, fees are non- refundable, except if we cancel.
• Refunds go back to your original payment method within 14 days. 

Our promise:

We will always treat you with fairness, respect, and confidentiality.

 Privacy & Data Protection Policy

1. Who We Are
Messy Minds Life Limited is a coaching and training provider registered in the UK. We provide personal coaching services and professional coach training.

Contact details for data queries:
Email: [email protected]
Postal Address: 51-53, Derby Road, Long Eaton, Nottingham, Leicestershire, NG10 1LU
Phone:

We are the Data Controller for any personal information you provide through our website or directly to us. 

2. What Information We Collect
When you use our website, sign up for coaching, or apply for coach training, we may collect:
• Contact details: Name, email address, phone number, postal address.
• Professional details: Current role, experience, CV/resume (if applying for training).
• Service-related information: Your goals, interests, and preferences for coaching/training.
• Technical data: IP address, browser type, and website usage (via cookies and analytics).

We do not collect special category data (e.g., medical history, religion) unless you voluntarily provide it in relation to coaching goals — and if so, we handle it with extra care. 

3. How We Use Your Information
We process your data to:
• Respond to coaching or training enquiries.
• Provide coaching services and training courses.
• Manage our relationship with you (e.g., sending session reminders, invoices).
• Send you updates and resources if you have opted in to marketing.
• Improve our website and services.

We will only use your personal data when legally allowed, including:
• Consent (e.g., marketing emails).
• Contract (to deliver coaching/training).
• Legal obligation (e.g., accounting records).
• Legitimate interest (e.g., business administration). 

4. How Long We Keep Your Data
We retain personal data only as long as necessary:
• Enquiry forms: up to 12 months if no service is taken.
• Coaching/training client records: up to 6 years after service completion (legal/accounting purposes).
• Marketing lists: until you unsubscribe or request deletion. 

5. Sharing Your Data
We do not sell your data.
We may share it with:
• Service providers (e.g., email platforms, payment processors) under strict data processing agreements.
• Legal authorities if required by law.
• Accrediting or certification bodies (if part of your training agreement).
All third parties are GDPR-compliant. 

6. International Transfers
If we transfer your data outside the UK/EU (e.g., using a US-based email service), we ensure adequate protection via standard contractual clauses or other lawful safeguards.

7. Your Rights
Under GDPR, you have the right to:
• Access your personal data.
• Correct inaccurate data.
• Request deletion of your data.
• Restrict or object to processing.
• Port your data to another provider.
• Withdraw consent at any time.
To exercise these rights, contact us at [email protected].  

8. Cookies & Tracking
Our website uses cookies for essential site functionality and analytics.
You can control cookie settings in your browser. 

9. Security Measures
We take appropriate technical and organisational steps to protect your data, including encrypted storage, secure passwords, and restricted access. 

10. Changes to This Policy
We may update this policy periodically. Any changes will be posted on our website with the new effective date. 

Contact for Privacy Concerns:
Email: [email protected]
Postal: 51-53, Derby Road, Long Eaton, Nottingham, Leicestershire, NG10 1LU

Learner Support, Accessibility and Inclusion Policy

We want every learner to feel welcome, supported and able to achieve their best. If you have a disability, learning difference, health condition, or any other need, we will work with you to make sure you can access and enjoy your learning. 

What we do
• Treat everyone fairly and with respect
• Remove barriers to learning wherever possible
• Offer reasonable adjustments (e.g., extra time, assistive tech, flexible formats)
• Provide support with learning, wellbeing, and personal challenges
• Make our resources and spaces accessible to all  

What you can do
• Let us know about your support needs as soon as you can (it’s confidential)
• Work with us to find the best ways to help you
• Be respectful and inclusive towards others 

Your privacy
• We keep information about your needs private
• We only share it with staff who need to know so they can support you 

Need help?
Contact:
• Jo our CEO on 07359 746625 or [email protected]  
• Kerry our COO on 07525 188036 or [email protected] if: 

You want to talk about your needs
You’d like an assessment for extra support
You’re worried about any barriers to your learning 
We believe learning works best when everyone feels included. You belong here.