Article 1 — Definitions
1.1 Coach: Juliana Moreno, certified coach in Neuro-Linguistic Programming (NLP), registered with the Dutch Chamber of Commerce (KvK), operating under the brand The Migrant Journey. (KvK number available on request at juliana@themigrantjourney.com.)
1.2 Client: The natural person who engages the Coach's Services.
1.3 Services: Individual coaching sessions, group workshops, clarity calls, events, meditations, digital materials, and any other service offered by the Coach.
1.4 Agreement: The individual Coaching Agreement signed between Coach and Client, setting out the number of sessions, duration, format, fees, payment plan and start date.
Article 2 — Applicability
2.1 These Terms & Conditions apply to all Services offered by The Migrant Journey.
2.2 These Terms prevail over any conditions proposed by the Client, unless expressly agreed in writing.
2.3 By engaging any Service, the Client declares that they have read and accepted these Terms.
Article 3 — Nature of the Services
3.1 The Coach offers coaching based on NLP techniques and creative practices, aimed primarily at Spanish-speaking migrants in a process of adaptation.
3.2 Coaching is NOT psychological therapy, medical treatment, nor financial or legal advice.
3.3 The Client acknowledges that results depend on their own commitment and work. The Coach does not guarantee specific results.
3.4 If, during the process, the Coach believes the Client needs specialised professional care, they will refer the Client to an appropriate professional.
Article 4 — Bookings and Payments
4.1 The financial terms (fee, number of sessions, duration, format and payment plan) are set out in the individual Coaching Agreement signed between Coach and Client.
4.2 A coaching process is confirmed upon receipt of the first payment agreed in the Agreement.
4.3 Payment prior to sessions. All payments must be made before the corresponding sessions. Sessions do not start until the first payment agreed in the Agreement has been confirmed by the Coach. If the Client chooses the two-instalment payment plan, the second payment must be made before the session to which it applies.
4.4 Payments are made via Mollie (iDEAL, card, PayPal, SEPA transfer) or direct bank transfer to the Coach's IBAN.
4.5 Invoices are issued within 7 days of payment, in accordance with Dutch law.
4.6 The initial clarity call is free and requires no prior payment.
4.7 For the time being, the Coach operates under the small-business scheme (KOR) and therefore does not charge VAT (BTW) on their services.
Article 5 — Right of withdrawal (cooling-off)
5.1 As a distance service contract with a consumer, the Client has a 14-calendar-day right of withdrawal from the signing of the Agreement, in accordance with article 6:230o BW (Dutch Civil Code).
5.2 The Client may expressly waive this right by ticking the corresponding box in the Coaching Agreement, allowing sessions to begin before the 14-day period elapses. If that box is not ticked, sessions cannot start until the period has expired.
5.3 If the Client exercises the right of withdrawal within the period and before sessions begin, they will receive a full refund within a maximum of 14 days.
5.4 If the Client has waived the right of withdrawal and requests to start the process, once the first session has begun the cancellation conditions in Article 6 apply.
Article 6 — Cancellation and Refunds
6.1 Cancellation of the full process by the Client:
| Time of cancellation | Refund of the amount already paid |
|---|---|
| Before the 1st session (right of withdrawal already waived) | 100% |
| After the 1st session | 50% of the unused balance |
| After the 2nd session | 0% — the Coach completes the agreed process |
6.2 Rescheduling individual sessions with less than 24 hours' notice: the session is considered held and is not rescheduled at no extra cost.
6.3 The Coach reserves the right to cancel or reschedule sessions due to illness, emergency or force majeure, always offering the option of rescheduling or a pro-rata refund.
Article 7 — Duration and Expiry
7.1 The maximum period to complete the contracted sessions is set out in the individual Agreement. By default, the period is 6 months from the first session, unless the Agreement states otherwise.
7.2 Sessions not used within the period expire without the right to a refund.
7.3 Exceptions for serious illness or force majeure are assessed case by case.
Article 8 — Confidentiality
8.1 All information shared by the Client during sessions is strictly confidential.
8.2 Confidentiality may only be broken where Dutch law requires it, or where there is a serious risk to the life of the Client or of third parties.
8.3 The Coach may share cases anonymously in professional supervision (intervision), without any possibility of identifying the Client.
Article 9 — Intellectual Property
9.1 The meditations, resources, materials, methods and content created by the Coach are their intellectual property.
9.2 The Client receives a personal, non-transferable licence for their own use. They may not share, resell, distribute or reproduce these materials.
9.3 Breach of this article may give rise to legal action and a claim for damages.
Article 10 — Limitation of Liability
10.1 The Coach's total liability towards the Client is limited to the total amount paid by the Client for the contracted Services.
10.2 The Coach is not liable for indirect or consequential damages, loss of profit, nor emotional or psychological harm arising from the use of the Services.
10.3 The Client acknowledges that they take part in coaching at their own responsibility.
Article 11 — Data Protection
11.1 The processing of personal data is governed by the Privacy Policy of The Migrant Journey.
Article 12 — Complaints
12.1 If the Client has a complaint, they must send it in writing to juliana@themigrantjourney.com, describing the situation in as much detail as possible.
12.2 The Coach will respond within a maximum of 14 calendar days and will seek an amicable solution.
12.3 If the complaint is not resolved to the satisfaction of both parties and the Coach is a member of NOBCO, the Client may escalate the complaint to the NOBCO Ethics Committee (nobco.nl).
12.4 Complaints are handled confidentially and kept on file for a minimum of 1 year.
Article 13 — Amendments
13.1 The Coach may amend these Terms at any time. The version applicable to each Client is the one in force at the time their Coaching Agreement is signed.
Article 14 — Governing Law and Disputes
14.1 This agreement is governed by Dutch law.
14.2 Any dispute will first be addressed through the complaints procedure in Article 12. Failing agreement, it will be submitted to the competent civil court in the Netherlands.