Working with us - Terms & Conditions

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Terms, Conditions & Disclaimers Policy

Unity Words provides consulting, coaching, public/key note speaker, workshop and group facilitator services through email, phone, Skype, Zoom, or face-to-face services; and taped and written products purchased via website, groups, events and upon request.

In this document the words ‘client’ and ‘user’ are used interchangeably. Each word refers to anyone who accesses any service or product of Unity Words.

We share expertise and information, provide questions, ideas, exercises and resources which may help the client to raise their awareness of themselves, their environment, situation and/or issue. This raising of awareness may support the client in making his or her own decisions, which may include the choice to take action in some way.

The Unity Words owner, representatives, employees, sub-contractors, partners, team members are not employment agents, business managers, financial advisors, medical doctors or psychotherapists.

Furthermore, no Unity Words representatives, employees, sub-contractors, partners, team members will ever promise to, be obligated to, or will in any way:

  • Obtain or attempt to obtain any employment, business or sales for the client;
  • Perform any business management functions such as accounting services, tax or investment consulting, or advice in relation to these activities;
  • Diagnose or prescribe for any medical condition; or
  • Act as a medical practitioner or psychiatric therapist.

Unity Words does not guarantee results in any way, nor will any of our representatives, employees, sub-contractors, partners, team members ever guarantee results.

The client and user are fully responsible for all their own choices and actions. The client indemnifies Unity Words, its Owner, representatives, employees, sub-contractors, partners, team members and any other related party from all liability for loss or damage suffered by any person arising out of the client or user accessing the services and products of Unity Words.

Without limiting the generality of the preceding paragraph, it is understood by the client and user that in accessing information:

  • Via the Unity Words website,
  • Through any contact by any means with any or our representatives, employees, sub-contractors, partners, and team members,
  • Through purchasing and using any of Unity Words/Kirsty O’Callaghan published and/or taped products,

they waive and release Unity Words and the Owner, representatives, employees, sub-contractors, partners, and team members to the full extent permitted by law from any and all claims relating to the usage of the material made available through the service/s and product/s provided. In no event shall Unity Words or the Owner, representatives, employees, sub-contractors, partners, team members be liable for any incident or consequential damages resulting from the use of the material, services or products.

Unity Words makes this material available on the understanding that clients and users exercise their own skill and care with respect to its use. Before relying on the material, services or products in any important matter clients and users should carefully evaluate the accuracy, completeness and relevance of the information for their purposes and should obtain appropriate professional advice relevant to their particular circumstances.

The material, information, product provided to the client and user by the Unity Words Owner, representatives, employees, sub-contractors, partners, team members through the course of the engagement may include views or recommendations of third parties which do not necessarily reflect the views of the Unity Words Owner or team, or indicate its commitment to a particular course of action.

If other resources and websites are made available for convenience this does not constitute endorsement of material at those sites or any associated organisation, product or service. These external information sources are outside our control. It is the responsibility of the client and user to make their own decisions about the accuracy, currency, reliability and correctness of the information at those sites.

Unity Words is not responsible for the individual representatives, employees, sub-contractors, and team member’s methodology of helping. However, we do have a substantial Quality Policy and Quality Assurance Guidelines and a Code of Ethics, which all of our representatives, employees, sub-contractors, and team members must adhere to.

All Unity Words representatives, employees, sub-contractors, partners, team members maintain minimum qualifications with the industry appropriate to their position.

All Unity Words representatives, employees, sub-contractors, team members are required to maintain a Personal and Professional Development Plan which is reviewed with them on a quarterly basis or more frequently by the Owner or Training and Development Manager.

All Unity Words representatives, employees, sub-contractors, partners, team members are required to sign and commit to the Unity Words Code of Ethics.

The client when committing to a Unity Words service, purchase and/or product is agreeing to these terms and conditions.

Unity Words has the following expectations of our clients and users:

  • If a phone, online, or in-person session is scheduled, it is expected the client will dial in to or arrive at the session on time.
  • Should the client need to cancel or defer a session for any reason, the client must provide 24 hours’ notice.
  • If the client has any concerns whatsoever about the quality of the service or product they receive it is their responsibility to contact Unity Words via email to discuss their concerns. The email address for this purpose is admin@unitywords.com.au

The client agrees with Unity Words, that the client will be liable for the full cost of a session in circumstances where the client:

  • Is more than 15 minutes late for a session
  • Doesn’t dial in at all for a phone or online session
  • Doesn’t arrive at all for an in person session

It is the responsibility of the client and user to read and agree to the following:

  • Privacy Policy
  • Terms, Conditions and Disclaimers Full – The user must read and accept these terms prior to any purchase of Unity Words services.
  • Refund Policy

If you have any questions, comments and/or concerns about these Terms, Conditions and Disclaimers please contact us.

It is the responsibility of the client and user to seek out clarification regarding any of the content and/or meaning of these terms, conditions and disclaimers prior to agreeing to them upon service engagement.

 

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Privacy Policy

Unity Words is committed and dedicated to your privacy. We collect personal information for the purpose of establishing and maintaining records for our client/customer connections, as well as to inform our database of clients and non-clients of Unity Words activities and relevant information.

The nature of the information we collect is primarily for the purpose of contacting you, as well as maintaining case notes of our engagements so that we can better serve our relationship with you. We may also include financial information related to payment of service/product.

We consider your privacy a top priority and therefore we maintain and continuously improve our systems and practices to ensure your information is always secure and only accessible by authorised parties. All of our team are individually committed to your privacy as well and quality controls are in place at all levels of our business with that aim in mind. We have a full Privacy Policy following below and we welcome your questions regarding your privacy and will always provide a personal response in a timely manner.

Contact information for our Privacy Officer appears at the end of this policy.

What information we collect – We collect such personal information as name, phone numbers, physical and/or email addresses and dates of engagement between you and Unity Words. When it is provided for the purpose of payment for services of any kind, some financial information is retained for processing the payment and as a record or receipt of payments made, such as would be found on our bank statements and computer systems. Financial information is not stored anywhere else and is not collected for any other reason. Additionally, we maintain case notes for all engagements which include your initial queries and our responses, including any attachments of resources we send to you, written case notes of the conversation/s in generic terms, and a record of any outcomes agreed to during the session.

This information is used:

  • To enable us to maintain client/customer contact details.
  • To enable us to maintain client/customer case notes in a secure manner.
  • To enable a copy of the Unity Words newsletter to be mailed to you monthly via email if you have been registered and/or opted in for this service.
  • To maintain records related to our services/products in the form of client feedback, including compliments, complaints and survey responses. We use our secure system to also track activity on managing any complaints or queries from our clients/customers.
  • There may also be occasion for us to mail, email or phone you regarding individual inquiries, requests, or other relevant communication.
  • Occasionally, we may use the contact details to email special announcements related to the services of Unity Words.
  • Any other reasonable activity related to the primary purpose of collection as stated above.

How Your Information Is Collected – The personal information we collect comes directly from our customers/clients. It is provided to us directly from and only from you via our website, through email communication with us, group and seminar registers and feedback forms and client/customer engagements/conversations. We do not buy lists or receive information from any other source other than from you directly.

In terms of case notes, Kirsty O’Callaghan and/or Unity Words representatives summarise the main points of the conversation in point form. We do this for the purpose of documenting key messages from you and key responses from us that enable Kirsty O’Callaghan and/or Unity Words representatives who may be providing services throughout your relationship with us to better serve you, as they will be able to quickly review a ‘history’ of your enquiries and/or personal progress. This is essential to deliver a quality service to you.

The quality and accuracy of the data we collect is based on the information you provide to us. Our in-house processes on data capture and case note writing compliment it. Additionally, we maintain Quality Assurance practices which include internal regular quality audits of case note documentation for the purpose of ensuring continuous improvement in our service and consistent quality overall.

Unity Words takes every reasonable step to ensure we have captured the information correctly. We are happy to amend the information at any time as required or requested by you, as appropriate.

Who Your Information Is Shared With – All personal information we collect remains entirely within the Unity Words secure system. We will only provide access to client/customer related information internally to our representatives/employees/sub-contractors/team members only. All personnel have signed a confidentiality agreement with Unity Words ensuring your privacy is maintained. It is not shared with any other individual, institution or organisation, nationally or internationally, at any time without your expressed written permission, other than where permitted or required by law.

The Owner, Kirsty O’Callaghan, and/or management team of Unity Words does review client/customer feedback in both client-identifying and anonymous formats. This is done for the purpose of management responsibility in strategy, quality management systems, customer satisfaction and our commitment to our values and delivering a quality service.

How Your Information Is Stored – Your personal information is stored securely to protect your personal information for loss, misuse, unauthorised access, modification or disclosure. Unity Words has implemented security policies, rules and measures to protect the personal information we have under our control from; unauthorised access, improper use, alteration, unlawful or accidental destruction and accidental loss. We will remove personal information from our files and systems where it is no longer required (except where archiving is required).

Who Has Access To Your Information – Only authorised team members of Unity Words or other authorised personnel (such as our technical support team), have access to your personal information, and only for activities related to the primary purpose of collection.

You also have the right to access your personal information held by us, as well as to request a copy of that information and to amend it. Should you wish to have access to this information, please contact Kirsty O’Callaghan or the Unity Words Privacy Officer at the contact points highlighted at the end of this policy.

Anonymity – All clients/customers of Unity Words have the right to remain anonymous in their relationships with the association, where practicable to do so. For more detailed information on this, please contact us.

Sensitive Information – Unity Words does not seek to collect any sensitive information from our clients/customers, however from time to time our clients do share sensitive information with us at their own discretion as it may relate to their reason for engaging our services.

This sensitive information, as with all information our clients share with us, is held in the strictest of confidence by all of our team. Our security measures protect you from any unauthorised access or use of this information.

Furthermore, all Unity Words representatives/employees/sub-contractors/team members are prohibited from discussing any clients, their information and case histories with any party outside of Unity Words. Any internal conversation regarding clients/customers is solely for the purpose of finding the most appropriate resources for the clients and to seek out internal mentoring and supervision to support the service delivery to the client.

Unity Words conducts internal quality assurance practices, including evaluating the quality of services. In these quality assurance discussions with our team, your information is potentially accessed and discussed for the purpose of learning and development opportunities for the team member/s involved in delivering the service.

Occasionally, we may conduct demographic surveys, but membership and/or customer personal information is never included or identified with the information collected.

How to contact Kirsty O’Callaghan or the Unity Words Privacy Officer – Unity Words maintains the role of Privacy Officer as a responsibility of the Owner. Should you have any queries, requests, comment or complaint, please contact us.

 

Refund Policy

Unity Words is committed and dedicated to ensuring our clients/customers receive the best services possible. We are equally committed to engaging in work that meets all ethical considerations and requirements, including not accepting engagements that sit outside the boundaries of the services we offer. This is a critical distinction.

It is the user’s responsibility to ensure that they have made all necessary enquiries to ensure that the services of Unity Words are suited to their needs. This means that once the contract for services has been entered into the user will be liable for the fee regardless of the subsequent early termination of the services of the discovery subsequent to the contract being formed that the user’s needs are unsuited to Unity Words services.

In the circumstances set out below, Unity Words will consider paying a refund of some or the entire fee for services. Any refund will only be made on a good will basis. Nothing stated in this document creates any liability upon Unity Words to ever make any refund to a user.

Should Unity Words or Kirsty O’Callaghan (owner) receive a query, either via email, online, phone or in-person session, that in the professional opinion of Kirsty O’Callaghan, representative, or it’s team member, sits outside the boundaries of the services we provide and would be better addressed by another helping professional, we will decline to engage the individual and will consider making a refund of some or all the fee for the service.

The information necessary for us to make this decision may not be provided to us by the client in the first instance or at an early stage. For example, in an in-person session, the information, which might necessitate a referral to another profession, may occur at the end of a session, or in a subsequent session to the first session. In such a case, the referral would be made at the time and a decision made regarding whether or not the current session should be refunded in whole or in part. Such cases will be managed on a case-by-case basis and the decision to refund will be made in the absolute discretion of Kirsty O’Callaghan.

It is possible to work with a client, where the client is also working with another helping professional external to Unity Words. Unity Words and/or Kirsty O’Callaghan may or may not ever be aware of this situation. Where the client does inform us that such a situation exists, this does not in itself require us to refuse to provide services to the individual or to provide a refund. Instead, we take the responsibility to discuss with the client in an appropriate way what the boundaries are for our service and to clarify with the client the expectations of the service delivery.

If appropriate to do so at the discretion of Unity Words representative and/or Kirsty O’Callaghan, we will terminate or suspend the relationship, and may or may not refund any remaining pre-paid sessions. Such decisions will be made on a case-by-case basis and in most instances occur in consultation with the client and always in the absolute discretion of Unity Words.

Should Unity Words receive a coaching query via email, phone, online, or in-person, and it is deemed at our discretion to be an inappropriate relationship for any reason, Unity Words retains the right to refuse the relationship/offer of service. Examples of such cases would be receiving an email, phone or in-person query in which the client is abusive, uses profanity or vulgar language, or in any way includes comments that could be deemed discriminatory, racist, sexist or otherwise inappropriate. This includes content related to criminal or unethical behaviour, either directed at the Unity Words representative, service or other party.

In any case where a Unity Words representative feels it would be inappropriate to serve the client, the team member is empowered to decline the engagement and to advise Kirsty O’Callaghan, the owner, of the reason for this decision. The owner or other authorised person will contact the client advising of the decision and refund their money if appropriate and reasonable to do so based on the circumstances occurring.

Furthermore, Unity Words have the following expectations of our clients and users:

  • If a live phone, online, or in-person session is scheduled, it is expected the client will dial in to or arrive at the session on time. If more than 15 minutes late to the session, or if the client doesn’t dial in or arrive for the session at all, the session will be cancelled and the client will not be refunded the charge of the session.
  • Should the client need to cancel or defer a session for any reason, the client must provide 24 hours’ notice. Should the client cancel or defer the session with less than 24 hours’ notice the client forfeits their fee for this session.
  • If the client has any concerns whatsoever about the quality of the services they receive it is their responsibility to contact Kirsty O’Callaghan via email admin@unitywords.com.au to discuss their concerns.

As a general rule, it is not part of the Unity Words Refund Policy to refund fees to clients/customers who are unsatisfied with their experience, regardless of the reason, although we may decide on a case-by-case basis to offer a refund as a gesture of good will.

Questions – Should you have any questions regarding any of the above policies, please contact us to discuss.