Privacy, Terms & Conditions

1. Introduction

These Terms & Conditions apply to coaching and counselling services provided by Ariane Mader (the “Coach”). Individual arrangements, including session format and fees, may additionally be agreed in writing. The Privacy Policy below explains separately how personal data is processed.

2. Professional Framework

2.1 Role and Standards

The Coach operates as a sole proprietorship registered in the Netherlands and is a registered member of the LVSC (Landelijke Vereniging voor Supervisie en Coaching) in the Netherlands, working in accordance with its professional Code of Conduct.

2.2 Nature of Coaching and Counselling

Coaching and counselling are reflective and developmental processes. They are not a substitute for psychotherapy, medical treatment, or crisis intervention, and are not intended to diagnose, treat, or cure mental health or medical conditions.

2.3 Scope of Services

Services may include, but are not limited to, individual coaching, counselling, workshops, masterclasses, and talks. Individual coaching and counselling sessions are primarily offered online. Other formats may be agreed separately.

2.4 Client Responsibility

Participation is voluntary and the Client remains responsible for their own decisions and actions. The Client remains responsible for their own active participation and progress between sessions, as well as their own physical and psychological boundaries. If support outside the scope of coaching appears necessary, the Coach may suggest referral to another qualified professional.

3. Booking, Sessions, and Fees

3.1 Booking and Format

• Sessions must be booked in advance through contacting the Coach. Only once both sides have confirmed the booking, whether orally or in writing, is the session reserved.
• Before the first paid session, new Clients complete the relevant agreement, consent, and intake documents.
• Session duration is typically 60 minutes, unless otherwise agreed.
• Sessions will end at their scheduled time regardless of the Client's arrival time.
• Periodic evaluations may take place to review goals and progress.

3.2 Fees and Payment

• Fees are listed on the website or agreed on during the initial contact or confirmed in writing.
• Invoices will be issued within one month after the session and are payable within 14 days of the invoice date, unless otherwise agreed.

3.3 Online Sessions

Both parties are responsible for ensuring a stable connection. In case of significant technical issues, the Coach will make reasonable efforts to find a suitable solution or reschedule.

4. Cancellation and Termination

• Cancellations must be made at least 24 hours before the scheduled session.
• Late cancellations or no-shows may be charged at the full session rate.
• Exceptions may be made in emergencies at the Coach’s discretion.
• Either party may end the coaching or counselling relationship at any time. Any already confirmed session remains subject to the cancellation policy above.
• The Coach may end or decline services if continuation would be unethical, unsafe, or outside the professional scope.

5. Confidentiality

Information shared in coaching or counselling is treated confidentially. Information is disclosed only with the Client’s permission or where disclosure is required or otherwise permitted by law. In an acute safety situation, the Coach may take appropriate steps where legally justified.

Session content may be discussed for professional reflection in intervision or supervision only where the Client has separately consented. Direct identifiers are not shared, and information is anonymised or abstracted as far as reasonably possible.

6. Complaints

If the Client has a complaint, they are encouraged to discuss it directly with the Coach first.

If the issue cannot be resolved, a complaint may be submitted in accordance with the LVSC complaints procedure.

7. Liability

Coaching and counselling are open-ended processes and no particular result or outcome is guaranteed. The Client remains responsible for their own decisions and actions. The Coach’s liability is governed by applicable law. To the extent permitted by law, liability for indirect or consequential loss is excluded. Nothing in these Terms excludes or limits liability where such exclusion or limitation is not permitted by law.

8. Force Majeure

The Coach is not liable for failure or delay in fulfilling obligations due to circumstances beyond reasonable control (force majeure), including but not limited to illness, technical failures, or government restrictions. In such cases, sessions will be rescheduled where possible.

9. Applicable Law

These Terms and any agreement between the Client and the Coach are governed by Dutch law. Mandatory consumer rights that apply under applicable law remain unaffected.

10. Privacy and Data Protection

10.1 Data Controller

Ariane Mader is the controller responsible for the processing of personal data.
Email: info[at]@arianemader.com
Postal address: Keurenplein 41 Box C4004, 1069CD Amsterdam, The Netherlands
Chamber of Commerce (KvK): 98252305
VAT ID: NL005320329B95

10.2 Personal Data and Purposes

Depending on the service and the information provided, personal data may include:

• name, pronouns, age, country, email address, and telephone number;
• billing address and other information required for invoicing;
• information provided in intake forms, emails, coaching or counselling sessions, and session notes;
• information about personal circumstances, goals, work, relationships, and wellbeing;
• health information voluntarily provided where relevant to the coaching or counselling process;
• appointment, agreement, payment, and other administrative information.

These data are processed to communicate with Clients, arrange and provide services, tailor the coaching or counselling process, keep appropriate professional records, issue invoices and maintain accounting records, administer agreements and payments, and comply with legal obligations.

10.3 Legal Bases and Health Data

Personal data are processed where necessary to take steps at the Client’s request before entering into an agreement, to perform an agreement, to comply with legal obligations, or on the basis of consent where consent is the appropriate legal basis.

Special-category personal data, including health-related information, are processed on the basis of explicit consent where consent is the applicable legal basis. Explicit consent is requested separately and may be withdrawn at any time with effect for the future.

10.4 Service Providers and Data Sharing

Personal data may be processed using service providers that support the practice, including Zoho Mail for email, Microsoft OneDrive for file storage, and Google Calendar and Google Meet for scheduling and online sessions. The website is hosted through GitHub Pages and uses Cloudflare services as described below. These providers may process technical or personal data in accordance with their respective roles, terms, and privacy safeguards.

Information is not sold. It is disclosed to other parties only where necessary for the services described above, where the Client has consented, or where there is another lawful basis or legal obligation.

10.5 Intervision and Supervision

Where the Client has separately consented, relevant session content may be discussed with professionally bound coaches or supervisors for intervision or supervision. Direct identifiers are not shared and information is anonymised or abstracted as far as reasonably possible.

10.6 Retention

• Intake information and substantive coaching or counselling notes are generally retained for up to three years after the end of the working relationship, unless there is a legal or compelling reason to retain particular information for longer.
• Data from enquiries that do not lead to a working relationship are generally deleted within 12 months when no longer needed.
• Invoices and other records that form part of the tax administration are retained for the period required by Dutch tax law, generally seven years.
• Data that are no longer required for their purpose are deleted or anonymised.

10.7 Data Security

Appropriate technical and organisational measures are used to protect personal data against loss, misuse, unauthorised access, alteration, or disclosure. Access to Client files is restricted to the Coach, except where a service provider necessarily processes data in providing its service.

10.8 Your Data Protection Rights

Depending on the circumstances, individuals may have rights to access, correct, delete, restrict or object to the processing of their personal data, and to data portability. Where processing is based on consent, consent can be withdrawn at any time without affecting the lawfulness of processing before withdrawal. Requests can be sent to info@arianemader.com and will normally be handled within one month.

10.9 Complaints About Data Protection

Individuals have the right to lodge a complaint with the Dutch Data Protection Authority (Autoriteit Persoonsgegevens) or, where applicable, another competent supervisory authority.

10.10 Website Analytics

This website uses Cloudflare Web Analytics to obtain privacy-focused, aggregated information about website use. Cloudflare Web Analytics does not use cookies or local storage for analytics and is not used by Ariane Mader to identify individual visitors or for advertising or marketing. The website is hosted using GitHub Pages.

11. Changes to These Terms and Privacy Policy

These Terms and the Privacy Policy may be updated when legal requirements, professional standards, services, or data-processing practices change. The version applicable to an existing agreement will not be changed retroactively to the Client’s disadvantage without a valid legal basis or agreement. The current version will be published on this website.