Terms & conditions

Welcome to Handling Grief. These terms and conditions govern your use of my website and services. By using my website or purchasing my services, you agree to these terms.

Please read them carefully. If something isn't clear, contact me at [your email address] before using my services.

About these terms

Who these terms apply to: Anyone who visits my website or uses my services

What they cover: Website use, programme bookings, payments, confidentiality, and our respective responsibilities

Language: These terms are written in plain British English because legal jargon helps no one

Changes: I may update these terms occasionally. The "Last updated" date at the top shows when changes were last made.

Who I am

Business name: Handling Grief

Owner and operator: Ghulam Fernandes

What I do: I'm a Certified Grief Specialist providing grief recovery coaching and support

Website: handling-grief.com

Email: [email protected]

Location: United Kingdom

When these terms say "I", "me", or "my", they mean Ghulam Fernandes trading as Handling Grief. When they say "you" or "your", they mean you, the person using my website or services.

Using my website

Access to the website

I grant you permission to use my website for personal, non-commercial purposes. This means you can:

  • Browse and read content

  • Download free resources for your own use

  • Book services

  • Contact me with enquiries

What you can't do

Please don't:

  • Copy, reproduce, or distribute my content without permission

  • Use my content for commercial purposes without a licence

  • Scrape or harvest data from my website using automated tools

  • Attempt to hack, disrupt, or damage my website

  • Impersonate me or falsely claim association with Handling Grief

  • Post or transmit any harmful, offensive, or illegal content

Intellectual property

All content on my website belongs to me unless stated otherwise:

  • Written content (blog posts, guides, programme materials)

  • Images and graphics (except stock photos)

  • The Handling Grief name and logo

  • Programme structure and materials

You're welcome to:

  • Share links to my website

  • Quote small portions with proper attribution

  • Share my resources if they're designed to be shared

If you'd like to use my content in other ways, please ask. I'm usually happy to say yes.

Free resources

What's included

I offer several free resources:

  • Grief Assessment Quiz

  • Hidden Wellbeing Gaps Quiz

  • "5 Things Never to Say to Someone Grieving" guide

  • Blog articles and information

How they work

When you access free resources:

  1. You provide your email address

  2. I send you the resource or results

  3. I may occasionally send you helpful information (you can unsubscribe anytime)

No warranty

Free resources are provided for general information and education. They don't replace professional mental health care, medical advice, or therapy. Use them at your own discretion.

Paid services and products

What I offer

My paid services include:

  • Handling Grief 1:1 Programme

  • Navigating Life Challenges Group Course

  • Workshops and talks

  • "How to Support Someone Through Grief" toolkit (paid digital product)

Booking and purchasing

Discovery call: Before booking a programme, we have a free discovery call to see if we're a good fit.

Payment: Full payment details (prices, payment plans, deposits) are provided before you commit to anything.

Confirmation: Once you've paid, you'll receive confirmation by email with all the details.

Prices

All prices are in British Pounds (£) and include VAT where applicable.

I reserve the right to change prices, but changes won't affect bookings you've already made.

Payment methods

I accept payment through [Stripe/PayPal/Bank Transfer/other methods].

Payment must be received before services begin unless we've agreed to a payment plan.

Cancellations and refunds

Discovery calls

You can cancel or reschedule a discovery call up to 24 hours before the scheduled time. Please let me know as soon as possible.

If you miss a discovery call without notice, I'll contact you to reschedule once. After that, you'll need to book a new slot.

Programme cancellations - before starting

If you need to cancel before your programme begins:

  • More than 14 days before start date: Full refund minus any non-refundable deposits (if applicable)

  • 7-14 days before start date: 50% refund

  • Less than 7 days before start date: No refund, but we can discuss rescheduling

Programme cancellations - after starting

Once the programme has begun:

  • First session completed: No refund available, but we can discuss pausing if you're dealing with a crisis

  • Emergency circumstances: If something genuinely urgent happens (hospitalisation, family emergency), contact me immediately. I'll work with you to find a solution.

Group course cancellations

Group courses are non-refundable once they've started, as your place prevents someone else from joining.

Before the course starts, the same timeline as 1:1 programmes applies.

Workshop cancellations

Workshop tickets are non-refundable unless the workshop is cancelled by me.

If you can't attend, you may transfer your ticket to someone else with advance notice.

Requesting a refund

To request a refund, email me at [email protected] with:

  • Your name and booking reference

  • Reason for cancellation

  • Your preferred refund method

I'll process approved refunds within 14 days.

My commitments to you

What I promise

  • Professional service: I'm qualified, experienced, and committed to helping you

  • Confidentiality: What you share stays confidential (with exceptions noted below)

  • Respect: I'll treat you with dignity, compassion, and respect

  • Clear communication: I'll explain how the programme works and what to expect

  • Punctuality: I'll show up on time for our scheduled sessions

  • Preparation: I'll be prepared and present for each session

What I don't promise

  • Specific outcomes: Everyone's grief journey is unique. I can't guarantee specific results or timeline.

  • Cure or fix: Grief recovery is a process, not a quick fix. I provide tools, guidance, and support, but healing requires your active participation.

  • 24/7 availability: I'm not an emergency service. If you're in crisis, please contact emergency services or crisis helplines.

  • Diagnosis or treatment: I'm not a therapist, psychologist, or medical professional. I don't diagnose or treat mental health conditions.

Your commitments to me

What I need from you

  • Honesty: Be honest about your situation so I can support you properly

  • Engagement: Participate actively in the programme and complete activities

  • Communication: Let me know if you're struggling, need to reschedule, or have concerns

  • Respect: Treat me professionally and respectfully

  • Timeliness: Attend sessions on time and give notice if you need to reschedule

  • Payment: Pay on time according to our agreement

  • Boundaries: Respect my working hours and communication boundaries

Rescheduling sessions

Life happens. If you need to reschedule:

  • 24+ hours notice: Free reschedule, no problem

  • Less than 24 hours notice: I'll do my best, but it may count as your session

  • No-shows: If you miss a session without notice, it counts as completed and we'll move forward

  • Repeated rescheduling: If you reschedule frequently, we'll discuss whether now is the right time for the programme

Confidentiality

What stays confidential

Everything you share with me is confidential. I won't share your:

  • Personal information

  • Details of your situation

  • Content of our sessions

  • Any information that could identify you

Exceptions to confidentiality

I must break confidentiality if:

  • Risk of harm: You tell me you plan to seriously harm yourself or someone else

  • Child protection: I have reason to believe a child is at risk of abuse or neglect

  • Legal requirement: A court orders me to disclose information

  • Terrorism or serious crime: You tell me about plans for terrorist activity or serious crimes

If I need to break confidentiality, I'll tell you first unless doing so would increase risk.

Testimonials

If you agree to provide a testimonial, I'll only share what you've explicitly approved. You can:

  • Choose to be anonymous or use your name

  • Review and approve what I share

  • Ask me to remove it at any time

Online sessions

Many of my sessions are conducted online via video call.

Technical requirements

You'll need:

  • Reliable internet connection

  • Device with camera and microphone

  • Quiet, private space for sessions

  • [Zoom/other platform] installed

Your responsibility

You're responsible for:

  • Ensuring your internet works

  • Finding a private space

  • Testing your technology before sessions

  • Having a backup plan if technology fails

My responsibility

I'll:

  • Use secure, professional video conferencing

  • Have backup options if technology fails

  • Protect the confidentiality of online sessions

Technical issues

If technical problems disrupt a session:

  • We'll try to reconnect

  • If we can't, we'll reschedule at no extra charge

  • If more than 50% of the session completed, it counts as done

Complaints and disputes

If you're not happy

Please tell me directly first. Most issues can be resolved through honest communication.

Contact me at [email protected] with:

  • Your concern

  • What you'd like to happen

  • Any relevant dates or details

I'll respond within 3 working days and work with you to resolve the issue.

Formal complaints

If informal resolution doesn't work:

  1. Put your complaint in writing

  2. I'll investigate and respond within 14 days

  3. If still unresolved, we can agree on an independent mediator

Governing law

These terms are governed by the laws of England and Wales. Any disputes will be handled by the courts of England and Wales.

Limitation of liability

What I'm liable for

I'm liable for:

  • Providing the services you've paid for

  • Keeping your information secure and confidential

  • Following professional and ethical standards

What I'm not liable for

To the extent permitted by law, I'm not liable for:

  • Indirect damages: Loss of income, emotional distress beyond the scope of normal grief recovery work, consequential losses

  • Third-party actions: Actions taken by other people based on information from our sessions

  • Information accuracy: While I provide accurate information, I'm not liable if you act on incomplete understanding

  • Outside my control: Technical failures, service interruptions, or events beyond my reasonable control

  • Your decisions: Ultimately, you make your own decisions about your life and healing

Essential liability

Nothing in these terms excludes liability for:

  • Death or personal injury caused by negligence

  • Fraud or fraudulent misrepresentation

  • Anything else that can't legally be excluded

Data protection

How I handle your personal information is covered in my Privacy Policy. By using my services, you also agree to that policy.

Key points:

  • I comply with UK GDPR and Data Protection Act 2018

  • Your information is stored securely

  • You have rights over your information

  • See the Privacy Policy for full details

Professional standards

My qualifications

I'm a Certified Grief Specialist trained in The Grief Recovery Method.

What I'm not

I'm not:

  • A therapist, psychologist, or counsellor

  • A medical doctor

  • A mental health professional

  • Regulated by a statutory body

When to seek other help

Please seek appropriate professional help if you're experiencing:

  • Suicidal thoughts or plans

  • Severe depression or anxiety

  • Mental health crisis

  • Symptoms requiring medical attention

I can work alongside other professionals, but I'm not a substitute for mental health or medical care.

Termination

You can end services if:

  • You feel the programme isn't right for you

  • Your circumstances change

  • You'd prefer to work with someone else

Please give me notice so we can end properly. Refund policies still apply.

I may end services if:

  • You repeatedly miss sessions without notice

  • You behave disrespectfully or inappropriately

  • You don't pay for services

  • I believe I'm not the right professional for your needs

  • Continuing would be unethical or inappropriate

If I end services, I'll explain why and help you find alternative support if appropriate.

Miscellaneous

Entire agreement

These terms, along with my Privacy Policy, make up the entire agreement between us. They replace any previous agreements or understandings.

Severability

If any part of these terms is found to be unenforceable, the rest remains in effect.

Waiver

If I don't enforce a right immediately, it doesn't mean I've waived that right.

Assignment

You can't transfer your rights under these terms to someone else. I may transfer my obligations if I sell my business, but your rights will be protected.

Force majeure

I'm not liable for failures caused by circumstances beyond my reasonable control (natural disasters, pandemics, government actions, etc.).

Contact and questions

If you have questions about these terms:

Email: [email protected]
Phone: +447852370472

I'm happy to clarify anything before you commit to services.

Acceptance

By using my website or services, you confirm that:

  • You've read and understood these terms

  • You agree to be bound by them

  • You're at least 18 years old

  • You have the right to enter into this agreement

Thank you for taking the time to read these terms. They exist to protect both of us and ensure we have a clear, professional relationship based on mutual respect and understanding.

I look forward to supporting you on your grief recovery journey.

Want to collaborate?

Let's talk. I'd love to hear how we can support each other.

Connect with me

Find me on social media or drop me a message. I'd be happy to connect and answer any questions you might have.

© Copyright 2026. Ghulam Fernandes. All rights reserved.