What is online coaching and how does it work?

Online coaching is holistic facilitation and wellness support delivered one-to-one over a secure video call. Sessions are scheduled in advance and offer space to work on what matters to you — patterns, self-understanding, and personal development.

What kind of service is this?

Riverstone & Willow offers holistic facilitation and wellness coaching — not medical or mental-health care. For concerns requiring professional support, please consult a licensed provider or see our crisis resources page.

What languages are sessions available in?

Sessions are conducted in English.

Where are sessions available?

All sessions take place online via secure video call. You can check whether your location is eligible when you sign up.

How do I cancel or reschedule a session?

You can manage your booking through the link sent to your email after booking. Cancellations and rescheduling are available up to a certain time before your session.

Service Agreement

The terms of the coaching service — reference copy

This is a readable reference copy of the agreement that governs your coaching plan. It is written generally, without your name, dates, or the exact prices for your plan. When you enrol, you accept a personalised version and we email you a dated copy showing your plan, your price, and the date your 14-day cancellation period ends — that emailed copy is your durable record of exactly what you agreed to. Please keep it.

These terms cover the coaching service. Your use of this website is covered separately by our Terms of Use.

1. Who you are contracting with

You are entering this agreement with the trader behind Riverstone & Willow, a sole trader established in Germany. The trader's full legal name and business address are set out in the personalised copy you receive on enrolment. Please keep that copy — it is your durable record of exactly what you agreed to.

2. What you are buying

One-to-one online wellness coaching / holistic facilitation sessions, delivered by secure video call. Your plan provides 4 sessions of 90 minutes each per month, for the term of your selected plan. Sessions are booked through your client portal against available times, with the booking, rescheduling and cancellation rules shown there.

3. What this is — and is not

These sessions are a non-clinical wellness and personal-development service. They are not medical treatment, psychotherapy, diagnosis, or a substitute for professional healthcare, and they are not an emergency or crisis service. If you are in crisis or need urgent help, use the emergency resources listed on our Crisis Resources page or contact your local emergency services.

4. Price and payment

The price is the amount shown at checkout for your selected plan, billed monthly. Payment is handled by our payment processor; we do not store your card details. Prices are shown in the currency displayed at checkout.

5. When your plan starts and the sessions you can use

Your plan and your first month's sessions become available once your first payment is confirmed. Unused sessions carry forward within your plan as described in your portal; they do not have separate cash value except as set out in the cancellation terms below.

6. Starting within your 14-day cancellation period (if you ask us to)

If you ask for your sessions to be made available immediately, before your 14-day cancellation period ends, you can still cancel within those 14 days (see below) — but if you have already had one or more sessions in that time, we may keep an amount for the sessions you actually used, calculated as the per-session share of your monthly price (your monthly price divided by 4, one share per session taken), and refund the rest.

7. Your right to cancel within 14 days

This agreement is governed by German law, which gives you 14 days from acceptance to withdraw without giving any reason. Your 14-day period ends on the date shown in your personalised copy. To withdraw, use the “Cancel my plan” option in Settings → Billing in your portal, or contact us using the trader details in that copy. If you withdraw in time, we refund what you paid, minus an amount for any sessions you already took after asking us to start early (the per-session share of your monthly price, one share per session taken). We make any refund promptly and by the same means you paid, unless we agree otherwise.

8. Cancelling after 14 days

After the 14-day period you may still end your plan early at any time from Settings → Billing. When you do, we refund the unused sessions of the month(s) you have paid for, at the per-session share of your monthly price per unused session. Before you confirm, the portal shows you the exact amount that will be refunded and what happens to your upcoming sessions — there are no surprises. Sessions you have already taken are not refunded.

9. If we end the plan

In the rare case that we cannot continue the plan (for example, if we decline before the first session), we end it and refund you in full, and let you know.

10. Recordings and confidentiality

Sessions are private. Neither party may record a session without the other's clear agreement in advance. We keep what you share confidential, subject to our Privacy Notice and to any legal obligation to disclose.

11. Our responsibility

We provide the sessions with reasonable care and skill. Nothing in this agreement excludes or limits any liability that cannot lawfully be excluded or limited — including liability for death or personal injury (which includes any impairment of physical or mental health) resulting from our negligence, for fraud, or for anything done intentionally or through gross negligence. Your legal rights as a consumer are not affected by anything in this agreement.

12. Which law applies

This agreement and any dispute about it are governed by German law, and this choice is what gives you the 14-day withdrawal right described above, wherever you live. Wherever you live, you also keep any consumer-protection rights of your home country that cannot be given up by agreement; nothing in this agreement takes those away.

13. Changes

If we change these terms, the change applies to future plans; the version you accepted (the copy emailed to you on enrolment) continues to govern your current plan.

See also our Cancellation Policy, Privacy Policy, and Terms of Use.