The terms and conditions below apply to all services provided by Keel. The contract for purchase of services will be between You, as the purchaser, and Us, Keel. Please take the time to read these terms carefully before purchasing because they affect your rights and liabilities.

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Any reference to ‘us’, ‘we’ or ‘our’ throughout are references to Keel. Any reference to ‘you’ or ‘your’ relate to clients and potential clients.

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1. SERVICES

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All services are provided by Lucy Farmbrough trading as Keel. Keel is an online platform whose services focus on building mental fitness. Through the delivery of one-to-one support and connecting clients with experts we support people to flourish and thrive by using a twin track approach.

Track One: Addressing mental health and healing identities – Our mission is to empower clients with a fast track to expert knowledge, curated services, guidance and support in challenging times.

Track Two: Coaching and training in human potential – We believe that specialist coaching should be available to everyone to help them harness their strengths and unlock innate potential.

The services provided under these terms of business relate to our one-to-one virtual consultations and Follow Up Reports. All services are delivered virtually unless otherwise agreed. Additional charges will apply to in person consultations and will be agreed in advance in writing.

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One to One Consultations

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In advance of the paid consultation, we will discuss your initial needs either via email or via a short (15 minute) telephone call. This initial screening process will allow us to ensure that we are best placed experts to support you. At this call it will only be necessary for adults or parents to attend.

Following the initial screening process, you will be invited to book a 1 hour consultation via our website. On booking this consultation you will:

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a) Receive a one to one 60-minute consultation to take place via telephone or via Zoom (depending on your preference);

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b) The call will involve an evaluation of the issues which you or your young person are currently facing, history, what support might be required and there will be a discussion around the possible options for next steps;

c) The next steps may be broad in nature and may recommend a referral to an appropriate specialist with detail on how to arrange the referral.

Following the consultation there are three options:

i) You have gained clarity on the problems you are facing and you do not require any further support;

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ii) You would like to receive additional consultations, one to one support, referrals where needed, and recommendations for psycho-educational resources

iii) You would like to receive a Follow Up Report. This will provide you with detailed resources to support you further. Additional detail about our Follow Up Reports is set out below; and/or Should you have any specific goals or aims in mind which are not listed above then these will need to be agreed in advance.

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It is important that you are aware that throughout the calls and in any follow-up work only information and educational support will be given. Our service draws on experience and expertise and in doing so connects adults, parents and carers of young people and provides a fast-track to allow them to get the specific support they need. We do not provide medical advice but connections to appropriate medical professionals and access to resources.

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The main aim of the consultancy sessions is to provide reassurance and a direct route to obtaining trusted referrals to professionals and curated psychoeducational resources on request. Throughout the consultation it is important that you are as open and honest as possible. It is appreciated that the topics for discussion may be sensitive but without full disclosure of all relevant details it will not be possible to provide the correct recommendations. Should you withhold information then the recommendations provided may be limited.

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Whilst many clients experience a sense of relief after the sessions and have a clear plan of their next steps, we offer no guarantees. Each individual is different and although the most relevant referral may be highlighted, there may still be a number of available options all of which could lead to successful outcomes.

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All consultancy services are performed by Lucy Farmbrough on behalf of Keel. No services are outsourced.

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Follow Up Reports

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Following the initial consultation, you may wish to purchase a Follow Up Report. This is a bespoke report which contains an analysis report based on the consultation and includes a detailed roadmap in respect of the options available for your unique circumstances.

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Within the report you will also find recommendations for referrals to trusted professionals, relevant research and case studies and a collection of bespoke resources and information to provide you with guidance. The report acts as a clear guide and the pack provides an itemised list of any relevant supporting material such as books, apps, training and webinars.

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The list acts as a focussed timesaving tool for you to obtain relevant information so that you can obtain prompt support.

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Following receipt of the Follow Up Report you may wish to receive ongoing monthly support. This can be delivered via one off consultancy sessions or via ongoing consultancy packages as outlined below.

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Ongoing Consultations

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There is no obligation on either you or us to work together further after the initial consultation. However, it is understood that some people do want more support. The price for an individual consultation is £100. Consultations can be purchased in blocks of five which attracts a slightly lower fee, please enquire about our prices so that we can ensure that we can offer you the most competitive price.

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2. FEES AND PAYMENT TERMS, INCLUDING POSTPONING SESSIONS, CANCELLATIONS AND REFUNDS

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The fees for the one-to-one consultations are £100 which is payable in advance. VAT is not charged. Follow Up Reports are £250 and our Consultation Blocks are priced individually. Each service is payable upfront and you will be invoiced directly. Payment is due within 7 days of the date of any invoice. After the 7-day period any outstanding sums become an unpaid debt. We reserve our right to seek statutory interest on any unpaid debts.

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Consultancy sessions should be booked via our website and we require 24 hours’ notice in order for a consultancy session to postponed. If less than 24 hours’ notice is provided this session will be forfeited and deemed to have taken place and you will still be charged. We request that you attend consultations as promptly as possible. If you are more than 10 minutes late, the session will be deemed to have taken place and you will still be charged.

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Refunds will be provided in accordance with your statutory rights. Should you make a purchase for consultancy sessions online and change your mind within the first 14 days following purchase, then you will be entitled to a full refund, as long as the session has not taken place or deemed to have taken place as outlined above. If you have purchased a Consultation Block and wish to have a refund within the first 14 days but have used some of the consultations, the amount will be refunded prorata for any sessions delivered or deemed delivered.

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Please be aware that as the Follow Up Reports are bespoke products, we are unable to offer refunds on these so please ensure that you are confident that you are purchasing the correct product before you complete your order. Should you purchase any digital content from our online store you will receive immediate access to that content and therefore will not be entitled to a refund. It is important that you ensure that you are selecting the correct product for your needs before purchasing.

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If you have any questions relating to our products or services or refunds then email Lucy Farmbrough on lucy@keelmentalfitness.com

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3. INTELLECTUAL PROPERTY RIGHTS

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We retain all copyright and intellectual property rights (whether registered or unregistered) in any document prepared in the course of carrying out any services which we deliver to you and in all of our resources. Should you wish to use our resources for additional use outside of your own personal use a licence fee can be agreed.

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4. COMMUNICATIONS

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Communication with clients will be via email or telephone unless otherwise agreed in advance. Electronic communications are not totally secure and we cannot be held responsible for damage or loss caused by viruses. Our usual business hours are 9am until 5pm, Monday to Friday. Outside of these times responses to any communications may not be read or responded to.

Please be aware that as part of the content strategy for our business, social media posts may be uploaded to social channels outside of these hours, however, this does not change our working hours as outlined above and we do not monitor social media mailboxes. Please do ensure that all communications are via email so that we can deliver the highest standard of service to you.

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5. DATA PROTECTION

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We are committed to protecting your data and it will be handled in the following way:

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a) Apart from as outlined below, your data will only be used and processed in connection with the performance of the services listed above;

b) Your personal data will be kept confidential and will never be shared with unconnected third parties. It will be shared with third parties such as an accountant to allow them to perform accountancy functions;

c) Your data will be kept secure at all times and only stored electronically on devices which are password protected;

d) In order to ensure that the data held is accurate, all data will be obtained from you directly;

e) Your data will be stored for the minimum number of years following completion of the services to allow compliance with insurance obligations; and

f) All data collected will be limited to that which is necessary to allow the services to be performed.

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You can find the full details of our Privacy Statement here.

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6. CONFIDENTIALITY AND RETENTION OF INFORMATION

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Communications between us are confidential. We will take all reasonable steps not to disclose personal information about you and your business save for the circumstances outlined below, in circumstances as required by law, or by us to perform the internal operations of our business, such as disclosure to an accountant.

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Where you provide your express consent, we may provide a brief summary of our working relationship to professionals when making introductions or referrals.

Documents and information in relation to your matters will not be held longer than required by insurance provider obligations.

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7. COMPLAINTS

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We are committed to providing you with a high quality service that is both efficient and effective. However, should there be any cause for complaint in relation to any aspect of our service, please contact Lucy Farmbrough via email on lucy@keelmentalfitness.com

Following the receipt of any compliant we will acknowledge it within 72 hours and at that time outline the timescales and anticipated next steps. We agree to look into your complaint carefully and promptly and take reasonable steps to resolve it.

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8. DISCLAIMERS AND LIMITATION OF LIABILITY

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At all times the support given both orally and via written correspondence and resources is information only and does not constitute medical advice. At no point should you refrain from or delay in seeking medical attention because of the information we provide. Our services are designed to compliment and support the provision of professional medical services but should never be a substitute.

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Services are provided to you with reasonable care and skill. However, we do not and cannot guarantee any specific results in respect of any of our services.

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From time to time, we may recommend resources or professionals to you with whom we have a partnership with. In those circumstances we may receive a small fee for making a referral. We have similar professional agreements with a network of professionals and place no preference on one professional over another. At all times our priority is to provide you with the services you need. In a similar way, we may also refer you to other products such as workshops or training which we provide. At all times you shall be in a position to assess whether the products or services best suit your needs.

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There will not be any liability to you for any delay or failure to perform our obligations if the delay or failure is caused by circumstances outside our reasonable control.

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Nothing in these terms attempts to contract out of or set aside our liability for death or personal injury arising out of any negligence, nor our liability for misrepresentation as to a fundamental matter or fraudulent misrepresentation, nor any liability which by law we cannot exclude or limit.

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9. THIRD PARTY RIGHTS

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No person other than the person provided with a copy of these Terms of Business shall be deemed to have the benefit of the services, or have any rights to enforce or rely on any of the terms.

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10. APPLICABLE LAW

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These Terms of Business are our standard terms and conditions of business and should at all times be construed in accordance with the law of England & Wales.

The English courts will have exclusive jurisdiction in relation to any claim, or dispute arising out of the services delivered under these terms or any matter arising from them.

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