Terms of Service

Last updated 1 October 2026

These terms apply when you book coaching with Fiona Mogridge, trading as Creative Business ("we", "us"). By confirming a booking, you agree to these terms. They are written to be read, so please get in touch if anything is unclear.

If an organisation is engaging us, for example for team facilitation or coaching for its staff, we will agree a written engagement letter. Where that letter differs from these terms, the letter applies.

Words we use

• A session is one coaching appointment of the length we have agreed, online or face to face.
• A programme (sometimes called a course or series) is the set of sessions you book together, as confirmed in writing before you start.

Booking and fees

• Before your coaching starts, we will confirm in writing the programme you have chosen, the number and length of sessions, and the fee.
• Fees quoted to New Zealand clients include GST, unless we say otherwise.
• Australian clients are quoted and invoiced in Australian dollars.
• Most sessions are held online by video call. Face-to-face sessions are available in Auckland, and elsewhere by arrangement. Any travel costs for sessions outside Auckland are agreed with you beforehand.
• Session times are agreed in your own time zone.

Payment

• Your invoice will include a summary of the work.
• Payment is due within 7 days of the invoice date.
• If your organisation needs a purchase order or reference number on the invoice, please send it within five working days of booking.

Rescheduling and cancellations

• You can move a session at no cost if you give more than 24 hours' notice.
• A session cancelled with less than 24 hours' notice, or missed, is charged in full. If it is part of a programme, it counts as one of your sessions.
• If something outside your control stops a session going ahead, such as an illness outbreak or a natural disaster, we will move it online or find another time.
• If we need to move a session, we will give you as much notice as we can and find another time at no cost to you.
• For face-to-face sessions that involve booked travel or venues, any costs that cannot be refunded after a late cancellation are charged to you.

Refunds

• If you decide to stop a programme partway through, the fees you have paid are not refunded. Your unused sessions stay valid for 6 months from the date you book, so you can pick them up again at any time in that period.
• If we cannot deliver sessions you have paid for, we will refund those sessions in full or, if you prefer, find another time.

Nothing in these terms limits your rights under the New Zealand Consumer Guarantees Act 1993 or, for Australian clients, the Australian Consumer Law. If a session is not delivered with reasonable care and skill, you are entitled to a remedy.

Confidentiality

Everything you discuss and share in your coaching sessions stays confidential. Fiona is an accredited International Coaching Federation (ICF) coach and follows the ICF Code of Ethics, so coaching conversations will remain confidential, respectful and ethical. The only exception is a situation that Fiona believes presents an immediate risk of harm to you or someone else.

How we look after your personal information is explained in our Privacy Policy.

What coaching is, and isn't

We follow the International Coaching Federation (ICF) definition of coaching, which describes it as "partnering with clients in a thought-provoking and creative process that inspires them to maximize their personal and professional potential."

Coaching is not mentoring, counselling, therapy or medical treatment. Your progress also depends on the practice you put in between sessions, so we cannot promise a particular result.

Our responsibility to you

• If something goes wrong, our total liability to you for a programme is limited to the fees you have paid for that programme.
• We are not responsible for indirect losses, such as lost income or missed opportunities.
• These limits do not apply where the law does not allow them, including your rights under the Consumer Guarantees Act 1993 and the Australian Consumer Law.

Changes to these terms

We may update these terms from time to time. The version on this page when you book is the one that applies to your programme.

If we disagree

If you are unhappy with anything, please tell us first. We will work with you to put it right promptly. If we cannot resolve it together, either of us may take the matter to the New Zealand courts or the Disputes Tribunal.

Law

These terms are governed by New Zealand law. If you are in Australia, you also keep the protections of the Australian Consumer Law, and you can still use the consumer dispute services available to you there.

Contact

Fiona Mogridge, Creative Business
fiona@creativebusiness.co.nz · +64 21 583 049