Terms & Conditions

1. About these terms
These Terms & Conditions apply to all services offered by Sarah Whitehouse, PCI-accredited health and wellbeing coach, trading as Rebuild Your Life with Pain. This includes the Rebuild Programme (9-week group programme), all 1:1 coaching packages, and The Rebuild Journal.

All services draw on pain science, nervous system regulation tools, and evidence-based self-management approaches.

These services are not medical or clinical services. They are not therapy or counselling. They are not a substitute for your GP, specialist, or any other medical care you are receiving. They are designed to work alongside your existing care, not instead of it.

2. Eligibility
All services are open to adults aged 18 and over who are living with persistent or chronic pain. Completing the intake form and being accepted confirms that you have read and agreed to these Terms & Conditions.

Sarah reserves the right to decline or defer an application if she does not feel the service is the right fit at this time. If this happens, she will contact you within 48 hours to explain and, where possible, suggest an alternative pathway.

3. Booking and payment

Group programme
Your place on the Rebuild Programme is confirmed only once payment has been received in full. Until payment is received, your place cannot be guaranteed.

1:1 coaching — full payment
For 1:1 packages paid in full, your place is confirmed once payment has been received. A non-refundable booking deposit of £100 may be required to secure your start date; this will be confirmed at the time of booking and credited against your total fee.

1:1 coaching — payment plans
Payment plans are available on selected 1:1 coaching packages. Where a payment plan is agreed, the following applies:

  • A payment plan is a commitment to the full package fee — it is not a subscription that can be cancelled mid-course.

  • Monthly payments will be collected by direct debit on an agreed date each month.

  • If a payment fails or is not received, Sarah will contact you within 5 working days. If the balance is not resolved within 14 days, Sarah reserves the right to pause sessions until payment is up to date.

  • If you choose to end coaching early, the remaining balance of the agreed package fee remains due in full.

  • A payment plan administration fee of 5% applies to all instalment arrangements.

Payment is accepted by bank transfer or Stripe.

4. Refund policy

Group programme
Before booking, you are encouraged to complete the intake form and speak with Sarah to make sure the programme feels right for you.

Once payment has been made, you have 48 hours to change your mind and receive a full refund — no questions asked.

After 48 hours, refunds are not available. If your circumstances change and you are unable to join your cohort, Sarah will make every reasonable effort to transfer your payment to a future cohort. This is at Sarah’s discretion and subject to availability.

1:1 coaching
Where a non-refundable deposit has been paid, this is not refundable under any circumstances.

For the remaining balance, once coaching has begun, refunds are not available for sessions already delivered. If you need to pause or end coaching early due to exceptional circumstances (such as a serious health event), Sarah will discuss the options with you on a case-by-case basis. There is no automatic entitlement to a refund for sessions not yet delivered.

If you are on a payment plan, you remain liable for the full agreed fee regardless of whether you continue to attend sessions.

5. Attendance and sessions

Group programme
Sessions run weekly for 9 weeks, each lasting 90 minutes. Full details of dates, times, and locations will be provided on confirmation of your place.

We understand that life with chronic pain is unpredictable. If you need to miss a session, please let Sarah know as soon as possible. Missing one session will not leave you lost — but regular non-attendance without communication may mean your place is reviewed.

1:1 coaching
Sessions are scheduled by mutual agreement. Sarah will offer reasonable flexibility to accommodate your needs. Where possible, please give at least 48 hours’ notice if you need to rearrange.

Sessions cancelled with less than 24 hours’ notice may be counted as used. Sarah will use her discretion in exceptional circumstances.

6. Pause policy (1:1 coaching)
Life with chronic pain doesn’t always run to schedule. If you need to pause your 1:1 coaching due to a flare-up, hospital stay, or significant life event, you can put your package on hold for up to 4 weeks. Please notify Sarah by email as soon as possible.

Where a payment plan is in place, payments will pause for the same period and resume automatically when coaching resumes.

One pause per package. Pauses of longer than 4 weeks can be discussed with Sarah, but are not guaranteed.

7. Confidentiality
What participants share within group sessions stays within the group. Sarah asks all participants to respect this as a condition of taking part.

Content shared in 1:1 sessions is kept strictly confidential.

The exception - for both group and 1:1 - is if Sarah has serious concerns about the safety of any participant, in which case she may need to take appropriate action. This will always be handled with care and sensitivity.

8. Your responsibilities
By booking any service, you confirm that you are aged 18 or over; that you have completed the intake form honestly and to the best of your knowledge; that you understand this is a coaching and education service, not a medical or therapeutic service; that you will engage in good faith; that you will let Sarah know if anything changes in your circumstances; and, where a payment plan is in place, that you will ensure payments are made on time and in full.

9. Sarah’s responsibilities
Sarah will deliver all services with care, professionalism, and respect; maintain appropriate confidentiality; signpost you to appropriate services if something comes up that is beyond the scope of the programme; and be contactable for practical queries at hello@rebuildwithpain.co.uk, responding within 5 working days. Where text message support is included in a package, Sarah will respond to up to 3 messages per week within 48 hours.

10. Cancellation by Sarah
In the unlikely event that Sarah needs to cancel a session, she will give as much notice as possible and reschedule wherever she can. If a programme or package cannot be completed as planned, a pro-rata refund will be offered for any sessions not delivered.

11. Limitation of liability
Participation in all services is voluntary. Sarah is not liable for any outcomes — positive or negative — that may occur during or after any programme or coaching package. No specific result, including reduction in pain, is guaranteed.

12. Complaints
If you have a concern at any point, please contact Sarah directly at hello@rebuildwithpain.co.uk. She will respond within 5 working days.

13. Governing law
These terms are governed by the laws of England and Wales.