Terms of Service

Who you are buying from

Calm Back with Gem is the trading name of Gemma Hurlstone, a sole trader.

Postal address: Unit 158814, PO Box 7169, Poole, BH15 9EL, United Kingdom

Email: hello@calmbackwithgem.co.uk

Governing law: the laws of England and Wales.

Services we offer

We sell strategic consultancy, systems building and AI teaching to founders. The current offers are:

• The Digital Health Check (from £49): a 15-minute interview and a written report.
• Claude Is My Bitch (from £495): one 1:1 AI teaching session, plus a week of Telegram support.
• I Can See Clearly Now (from £497): one deep strategic session.
• I Got You Babe (from £2,500): 3 sessions over around 6 weeks, plus Telegram support.
• The Best Is Yet To Come (from £5,000): a build guided by a 12-week timetable, application only.
• Stand By Me (POA): monthly session plus Telegram support, minimum 3 months.
• SEO Audit (from £695): a one-off technical audit, available as an add-on.
• SEO + AIO Audit (from £995): comprehensive technical and AI-search audit.
• Consulting Day Rate (from £750): full day in-person or corporate, plus travel.
• Consulting Half Day (from £400): half day in-person or corporate, plus travel.
• Monthly Retainer Half Day (from £650/month): minimum 3 months.
• We also offer free resources: the Business Foundations Workbook and the Shake It Off quiz.

Bespoke and price-on-application services

Some offers are priced on application or scoped individually (for example Stand By Me, and The Best Is Yet To Come, which is application only). For these, we agree the price, scope, deliverables, timings, and payment schedule with you in a separate written agreement before any work or payment.

Where that individual written agreement says something different from these general terms, the individual agreement is what applies for that engagement. These terms cover everything it does not.

Prices and tax

Displayed service prices are starting prices unless a specific ticket or checkout states a fixed total. Bespoke scope, final fee, payment schedule and delivery timetable are agreed in writing before booking. Six- and twelve-week project durations are guides, not guaranteed completion dates. Prices include all applicable taxes. We are not VAT registered (under the threshold).

Booking and payment

You book a service through our website, by email, or via a third-party scheduling tool.

Online payments are taken securely through Stripe, our payment processor. When you pay, your card details go directly to Stripe, not to us, and are handled under Stripe's own terms and privacy policy. We never see or store your full card number.

Unless we agree instalments in writing, payment is due in full at checkout before the service starts.

Your right to cancel (Consumer Contracts Regulations 2013)

If you are buying as a consumer, you have a 14-day cooling-off period from the date you place the order. You can cancel for any reason and get a full refund.

Starting a service within the cancellation period requires your express request. You only lose the right to cancel once it is fully performed if you expressly agreed to early performance and acknowledged that consequence. Any proportionate charge for work before cancellation applies only where the legal requirements have been met.

Cancellation form

To: Gemma Hurlstone, trading as Calm Back with Gem, Unit 158814, PO Box 7169, Poole, BH15 9EL, United Kingdom. Email: hello@calmbackwithgem.co.uk.

I hereby give notice that I cancel my contract for the supply of the following service: [service]. Ordered on: [date]. Consumer name: [name]. Consumer address: [address]. Date: [date]. Signature: [only if submitted on paper].

You may use this form, but you do not have to. An unambiguous statement by email is also sufficient. Statutory cancellation rights and refund deadlines take priority over our general booking policies.

Refunds

Refunds are handled per the agreement for each offer, which we confirm with you in writing before work starts. As a general rule, work already delivered (for example a completed session) is non-refundable, and remaining undelivered work is refunded on a fair, pro-rata basis if you cancel partway through.

To request a refund, email hello@calmbackwithgem.co.uk with the offer name and date of purchase. We will reply within five working days. Refunds are returned to your original payment method. Where a statutory cancellation right applies to a service, we refund within 14 days of being informed of your decision to cancel, subject to any lawful proportionate charge.

Rescheduling sessions

We get it. Life happens.

• More than 24 hours' notice: rescheduled at no charge.
• Less than 24 hours' notice: counts as the session unless we agree otherwise.
• No-show without notice: counts as the session.
• We will do the same for you. If we need to reschedule we will give you as much notice as possible and offer flexible replacement times.

What you commit to

• Show up to scheduled sessions on time, ready to engage.
• Do the work between sessions where the offer requires it.
• Be honest about what is and is not working. We can only help with what you tell us.
• Treat us with respect. We extend the same.

What we commit to

• Show up prepared. We read your context, audit any materials you share, and bring strategic thinking.
• Deliver what we promised. If we cannot for any reason, we will tell you and refund what is fair.
• Confidentiality. Anything you share with us about your business stays private unless you give explicit permission to share (for example, in a testimonial).
• Plain language. No jargon. If we use a term you do not know, we explain.

Intellectual property

• Materials we create for you (audits, strategy documents, AI workflows, content plans): you own them. Use them however you like in your business.
• Our methodology, frameworks, and pre-existing materials: ours. Do not copy, resell, or repackage them as your own work.
• Your content shared with us: yours. We do not use it elsewhere without permission.

Limitations of liability

We will use reasonable skill and care to deliver our services. Calm Back is strategic consultancy and education. We do not guarantee specific business outcomes (revenue, client wins, follower counts). Your results depend on your action.

To the fullest extent permitted by law, our liability for any claim is limited to the amount you paid for the service that gave rise to the claim. We are not liable for indirect, consequential, or business losses.

Nothing in these terms limits our liability for death or personal injury caused by our negligence, for fraud, or for anything else the law does not allow us to exclude or restrict. Your statutory rights, including rights relating to reasonable care and skill, remain unaffected.

Confidentiality

What you share with us stays with us. We will not name you, your business, or share details without permission. The exception is anonymous patterns (for example, "I worked with a wedding photographer who...") used for teaching, where the person is not identifiable.

What we are not

We are not lawyers, accountants, financial advisors, doctors, or therapists. Nothing we say is legal, financial, tax, medical, or therapeutic advice. See our Disclaimer for detail.

Termination

Either of us can end the agreement with reasonable notice if the other is in serious breach (for example: non-payment, harassment, repeated no-shows). For the Stand By Me retainer, 28 days written notice is required.

Changes to these terms

We may update these terms. The "last updated" date at the top tells you when. Changes apply to new orders from the date of update. Existing engagements run on the terms in force when you booked.

Disputes

If something goes wrong, email us first. We will work to resolve it.

If we cannot resolve it directly, both of us can use the small claims track of the County Court for England and Wales. Nothing here forces you to give up your statutory consumer rights.

Contact

For anything terms-related: hello@calmbackwithgem.co.uk