Terms & Conditions
The Hyatt Collective
Last Update October 2026
1. About The Hyatt Collective
These Terms & Conditions apply to services provided by The Hyatt Collective, operated by Lisa Hyatt as a sole trader.
They apply to both Business Support / Virtual Assistant services and Wellbeing Coaching.
Some provisions apply specifically to one type of service and are identified as such. Where you purchase more than one service, the relevant provisions will apply to each service.
By booking, purchasing or instructing me to provide services, you agree to these Terms & Conditions together with any specific arrangements confirmed with you in writing.
2. Services
The Hyatt Collective provides two main areas of support:
3. Your Agreement with Me
Before work begins, I will confirm the relevant service, scope, fees and any important arrangements with you.
For Business Support, this may be confirmed by email, proposal, service agreement, quotation, booking confirmation or another written agreement.
For Wellbeing Coaching, this may include your Client Coaching Agreement, booking confirmation and the relevant coaching documents.
These Terms & Conditions form part of that agreement.
If there is a conflict between these Terms & Conditions and a specific written agreement made with you, the specific written agreement will take precedence for that particular arrangement unless it states otherwise.
4. Business Support / Virtual Assistant Services
4.1 Scope of work
Business Support services are provided according to the work we have agreed.
Depending on your requirements, this may include administration, organisation, project support, research, document preparation, coordination, diary or inbox support, supplier or client liaison, and other practical business support within my agreed scope.
I will not undertake work that is unlawful, outside my reasonable competence, or outside the agreed scope without first discussing it with you.
If your requirements change, we may agree additional work, hours or fees. Any significant changes will be confirmed with you before the additional work is undertaken.
4.2 Monthly Business Support
Where you purchase a monthly block of Business Support hours, the number of hours included and the relevant fee will be confirmed when the arrangement is agreed.
Unless otherwise agreed in writing, unused hours do not carry over into the following month.
I will make reasonable efforts to use the agreed hours effectively during the relevant month, based on the work and priorities agreed with you.
If you request work beyond the agreed monthly hours, I will discuss the additional requirement and any additional fee with you before undertaking the additional work.
4.3 Project or ad-hoc Business Support
For project or ad-hoc work, the scope, fee or hourly rate and any expected timeframe will be agreed before work begins.
Where a fixed fee has been agreed, the fee relates to the agreed scope of work. Additional work outside that scope may be charged separately where agreed.
For hourly work, I will record the time spent providing the agreed services and charge in accordance with the agreed rate.
4.4 Information, instructions and approvals
You are responsible for providing accurate, complete and timely information, instructions, access and approvals that I reasonably need to provide the service.
I am not responsible for delays, errors or additional costs resulting from inaccurate or incomplete information, delayed instructions, unavailable systems or access, or delays in receiving necessary approval from you.
Where a task requires your approval before I can proceed, I will not be responsible for delays caused by that approval not being provided within the required timeframe.
4.5 Changes or cancellation of Business Support work
If you ask me to cancel, postpone or substantially change work after it has been agreed, I will consider what work has already been completed and any reasonable commitments made in connection with that work.
Work already completed remains payable.
Where time has been specifically allocated or reserved for your work and a cancellation or substantial change means that time cannot reasonably be reallocated, I may charge for the time already committed where this has been agreed as part of the service arrangement.
I will aim to discuss significant changes with you as soon as possible and, where practical, agree an alternative use of any time already allocated.
4.6 Ending an ongoing Business Support arrangement
For ongoing monthly Business Support arrangements, either party may end the arrangement by giving 14 days' written notice, unless a different notice period has been agreed in writing.
During the notice period, agreed work will continue and remain payable.
Where work is already underway when notice is given, I will work with you to agree what can reasonably be completed before the arrangement ends.
Any outstanding fees for work already completed or properly due will remain payable.
4.7 Business customers and consumer rights
Business Support will generally be provided to business customers acting in the course of their business.
If Business Support is provided to an individual acting as a consumer, applicable statutory consumer rights will apply. Nothing in these Terms & Conditions is intended to remove or restrict those rights.
5. Wellbeing Coaching
5.1 Nature of coaching
Wellbeing Coaching is a supportive, practical and goal-focused service designed to help you pause, reflect, explore what matters to you and identify practical ways forward.
Coaching may involve discussion, reflection, powerful questions, goal setting, action planning, exploring thoughts, beliefs and behaviours, practical wellbeing tools, mindfulness techniques and breathwork where appropriate and within my professional scope.
You remain responsible for your own choices, decisions and actions.
5.2 Coaching sessions and packages
Coaching may be provided as an individual session or as part of a coaching package.
Sessions are normally provided remotely via Zoom unless another arrangement has been agreed.
The number and length of sessions included in a package will be confirmed at the time of booking.
Package sessions must be used within the applicable validity period. Unless otherwise agreed in writing, coaching packages are valid for 12 months from the date of purchase or booking.
Individual or ad-hoc session dates and times will be agreed between us.
5.3 Coaching boundaries
Wellbeing Coaching is not counselling, psychotherapy, medical treatment or mental health treatment.
I do not diagnose, treat or cure medical or mental health conditions.
Coaching is not a substitute for medical, therapeutic, legal, financial or other professional advice.
If I believe another form of professional or specialist support may be more appropriate for you, I may recommend that you seek it.
You remain responsible for deciding what support you seek and for any decisions or actions you take.
5.4 Between-session support
Our coaching sessions provide the main space for the coaching work.
I do not provide ongoing coaching support by WhatsApp, text, email or other messaging between sessions unless this has been specifically agreed in advance.
Exercises, reflections or resources may be provided for you to work with between sessions.
6. Fees and Payment
Fees will be confirmed before you purchase or begin the relevant service.
For Business Support, this may be an hourly rate, fixed project fee, monthly support fee or another agreed arrangement.
For Wellbeing Coaching, fees will be confirmed for individual sessions or coaching packages at the time of booking.
Payment arrangements, including when payment is due, will be confirmed with you at the time of booking or engagement.
Where payment in advance has been agreed, services may not begin until payment has been received.
If an invoice is not paid by the agreed due date, I may pause further work or services until payment is received. I will communicate with you before taking this step wherever reasonably possible.
Nothing in this section affects any statutory rights you may have.
7. Cancellation and Refunds
7.1 Wellbeing Coaching — cancelling or rearranging an individual session
If you need to cancel or rearrange an individual coaching session, please provide at least 48 hours' notice wherever possible.
The 48-hour requirement is a booking policy for coaching sessions and does not replace or limit any statutory cancellation rights that may apply to your contract.
If less than 48 hours' notice is given, or you do not attend your scheduled session, the session may be treated as used.
I will take reasonable account of exceptional circumstances.
If I need to cancel or rearrange a session, I will provide as much notice as reasonably possible and offer an alternative appointment where appropriate.
7.2 Wellbeing Coaching — cancelling a package or coaching agreement
Cancelling an individual coaching session is different from cancelling your coaching package or coaching agreement as a whole.
Where you have a statutory right to cancel a contract, including any applicable consumer cancellation rights for services purchased at a distance, those rights will apply.
For eligible consumer service contracts entered into at a distance, the statutory cancellation period may generally be 14 days from the date the contract is entered into.
If you ask me to begin providing coaching during an applicable statutory cancellation period, I may ask you to expressly confirm that request. Where permitted by law, if you subsequently cancel during that period, you may be required to pay a proportionate amount for the service supplied up to the point of cancellation.
Where a service has been fully performed following your express request during the applicable cancellation period and the relevant legal requirements have been met, statutory cancellation rights may cease.
The operation of statutory cancellation rights will depend on the circumstances and applicable law.
7.3 Wellbeing Coaching — ending a package after any applicable statutory cancellation period
If you choose to end a coaching package before all sessions have been provided, any refund due will be considered fairly and reasonably, taking into account:
- coaching sessions already provided;
- other services already provided;
- the amount you have paid;
- the package terms; and
- any applicable statutory rights.
I will not automatically retain all prepaid amounts simply because you decide to end a coaching package.
Any amount retained will be reasonable and proportionate to services already provided and any other legitimate amount properly due under the agreement.
7.4 Business Support — cancellation and refunds
Business Support cancellation arrangements depend on the type of service you have purchased.
For project or ad-hoc work, work already completed remains payable.
Where work has been started and you ask me to cancel it, I may charge for work completed up to the point of cancellation and any other amount properly due under the agreed arrangement.
For ongoing monthly Business Support arrangements, the notice period will normally be 14 days, unless a different arrangement has been agreed in writing.
During any notice period, agreed work remains payable.
Unused monthly hours do not carry over into the following month unless we have specifically agreed otherwise in writing.
If a Business Support service is purchased by a consumer rather than in the course of a business, applicable statutory consumer cancellation and refund rights will apply.
7.5 Refunds
Where a refund is due, it will be provided in accordance with applicable law and the circumstances of the cancellation.
Nothing in these Terms & Conditions limits or excludes any statutory consumer rights.
I will aim to deal with cancellations and refunds fairly, reasonably and transparently.
8. Confidentiality
I will treat information you share with me as confidential and will not disclose it to others except:
- where you have given permission;
- where disclosure is necessary to provide the agreed service;
- where disclosure is required by law; or
- where there is a serious concern relating to safety or safeguarding and disclosure is necessary or appropriate.
For coaching clients, confidentiality also operates in accordance with the Coaching Code of Ethics & Confidentiality.
9. Data Protection and Privacy
I will handle personal information in accordance with my Privacy Policy and applicable data protection legislation.
My Privacy Policy explains how personal information is collected, used, stored and protected.
My Cookie Policy explains how cookies and similar technologies are used on my website.
10. Access to Systems and Accounts
Where Business Support requires access to your systems, software, email accounts, files or other platforms, you are responsible for providing appropriate access and permissions.
You remain responsible for the security of your own accounts and for ensuring that access provided to me is appropriate.
I will take reasonable care when accessing and using your systems and will only use access for the agreed purposes.
You should not provide passwords where a secure delegated access or user account can reasonably be used.
11. Intellectual Property
Unless otherwise agreed, once payment has been received, you may use work specifically created for you as part of the agreed service for your own business or personal purposes.
I retain ownership of my pre-existing templates, systems, processes, methods, know-how and general resources used in providing services.
Where third-party materials, software or content are used, their own licensing or usage terms will apply.
12. Third-Party Services
I may use third-party platforms and services to provide or support the services, including Zoom, email providers, cloud storage, payment platforms or other software.
I am not responsible for outages, failures, changes or delays caused by third-party services outside my reasonable control.
Where you ask me to work with a third-party provider or system on your behalf, I will not be responsible for that provider's actions, decisions, availability or performance.
13. Limitation of Liability
I will provide services with reasonable care and skill.
I will not be responsible for losses arising from:
- inaccurate, incomplete or misleading information provided by you;
- your failure to provide information, access, instructions or approvals reasonably required;
- decisions or actions taken by you based on information or support provided;
- failures or outages of third-party systems or services outside my reasonable control;
- events outside my reasonable control.
Nothing in these Terms & Conditions excludes or limits liability where it would be unlawful to do so, including liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation, or any statutory rights that cannot lawfully be excluded or limited.
For consumer clients, nothing in these Terms & Conditions is intended to exclude or restrict your statutory rights.
14. Events Outside My Control
I will not be responsible for delay or failure to provide services where this results from circumstances outside my reasonable control.
This may include serious illness, technical failure, internet or platform outages, power failure, natural events, changes in law, industrial action, or other circumstances that could not reasonably have been anticipated or prevented.
I will communicate with you as soon as reasonably possible and take reasonable steps to minimise the impact.
15. Ending Services
Either you or I may end an ongoing service arrangement in accordance with the specific terms agreed for that service.
I may end or suspend services if:
- invoices remain unpaid after reasonable attempts to resolve the matter;
- you repeatedly fail to provide information, access or approvals needed for the work;
- you ask me to undertake unlawful or inappropriate work;
- continuing the relationship would create a serious conflict of interest or other professional concern; or
- continuing the service would be outside my reasonable competence or professional scope.
Where reasonably possible, I will discuss the situation with you before ending services.
Ending the service does not affect any rights or obligations that have already arisen.
16. Coaching Boundaries
Wellbeing Coaching is a professional coaching relationship rather than a therapeutic, medical or crisis service.
Coaching is most effective when there is a shared understanding of roles and responsibilities.
I will support, question, challenge and encourage you, but I will not make decisions for you or take responsibility for the outcomes of your choices.
You should seek appropriate professional or urgent support where your needs fall outside the scope of coaching.
Coaching is available to clients aged 18 and over.
17. Complaints
If you are unhappy with any aspect of my service, please raise it with me as soon as reasonably possible so that I have an opportunity to understand the issue and try to resolve it.
I will consider complaints fairly and respond as soon as reasonably practicable.
For coaching clients, complaints will also be handled in accordance with any applicable professional or ethical requirements.
18. Changes to Terms
I may update these Terms & Conditions from time to time to reflect changes to my services, legal requirements or business practices.
The version applicable to your service will normally be the version in force when you enter into the relevant agreement, unless a change is required by law or is agreed with you.
Where a change materially affects an ongoing arrangement, I will provide reasonable notice where appropriate.
19. Governing Law
These Terms & Conditions are governed by the law of England and Wales.
Any disputes will be subject to the jurisdiction of the courts of England and Wales, unless applicable law provides otherwise.
20. Contact
The Hyatt Collective
Lisa Hyatt, Sole Trader
Email: lisa@thehyattcollective.co.uk
Website: https://thehyattcollective.co.uk/