Terms of services

  • 1. THESE TERMS

    • 1.1 These are the terms and conditions on which we supply online coaching service (“Services”) to you through our website (our “Platform”).

    • 1.2 Please read these terms carefully before you submit your guidance request to us. By accessing or using the Platform, you are entering into this Agreement. You should read this Agreement carefully before starting to use the Platform.

    • 1.3 By using our Platform, you agree to these terms. If you are using our Platform as a representative of an entity, you are agreeing to these terms on behalf of that entity.

    • 1.4 The Corporations who contract with us by Corporate Program to provide Services to their employees or others on our Platform are referred to Employers. The employees who use our Services through the invitations by their employers are referred to Employees.

  • 2. INFORMATION ABOUT US AND HOW TO CONTACT US

    • 2.1 We are Kossie Limited, a company registered in Hong Kong, trading as Kossie. Our company business registration number is 70546347 and our registered office is at Room 708, 7/Floor, Stag Building, 148-150 Queen’s Road Central, Hong Kong.

    • 2.2 For any questions or problems relating to our Platform, our Services or these terms, you can contact our customer service team by email at info@kossie.co.uk.

    • 2.3 We are the data controller in relation to our Platform and are responsible for your personal data. Please refer to Clause 11 and our privacy policy which is available at https://www.kossie.com/info/privacy-policy for information about what personal data we collect and what we do with it. It is important that you read our privacy policy, which may be updated from time to time, and understand how we use your information and the rights that you have about your information.

    • 2.4 If we have to contact you, we will do so by writing to you at the email address you provided to us.

    • 2.5 When we use the words "writing" or "written" in these terms, this includes emails.

  • 3. OUR CONTRACT WITH YOU

    • 3.1 You may place guidance request with us as instructed on our Platform. Our acceptance of your request will take place when the selected coach accepts it at the Platform, at which point a contract will come into existence between you and us.

    • 3.2 We will assign a guidance number to each guidance request. Please tell us the guidance number whenever you contact us about your guidance request.

  • 4. CHANGES TO OUR SERVICES OR THESE TERMS

    • 4.1 We may make minor changes to the Services from time to time in order to:

      • (a) reflect changes in relevant laws and regulatory requirements; and

      • (b) implement minor technical adjustments and improvements, for example to address a security threat. These changes will not affect your use of the Services.

    • 4.2 We may change this Agreement by posting modifications on the Platform and all modifications shall be effective upon posting unless otherwise specified by us. You are encouraged to check the terms of this Agreement frequently. The last update date of this Agreement is posted at the bottom of the Agreement. By using the Platform after the changes become effective, you agree to be bound by such changes to the Agreement.

  • 5. PROVIDING THE SERVICES

    • 5.1 We will provide the Services as set out in our platform.

    • 5.2 If our supply of the Services is delayed by an event outside our control, then we will contact you as soon as possible to let you know and we will take steps to minimise the effect of the delay. Provided we do this, we will not be liable for delays caused by the event, but if there is a risk of substantial delay, you may contact us to end the contract and receive a refund for any Services you have paid for but not received.

    • 5.3 We may have to suspend the supply of a Services to:

      • (a) deal with technical problems or make minor technical changes;

      • (b) update the Services to reflect changes in relevant laws and regulatory requirements; or

      • (c) make changes to the Services as requested by you or notified by us to you.

    • 5.4 If there be any suspending supply of the Services, notice will be posted at our Platform to notify you unless the problem is urgent or an emergency. You may contact us to end the contract for a Services if we suspend it, or tell you we are going to suspend it.

  • 6. PRICE AND PAYMENT

    • 6.1 The price of the Services will be the price indicated on the Check Out page when you place your guidance request. We take all reasonable care to ensure that the price of the Services advised to you is correct.

    • 6.2 We accept payment by card payment. You confirm and agree to use only the cards or other payment means which you are duly and fully authorized to use, and that all payment related information that you provided and will provide in the future, at the Platform, is accurate, current and correct and will continue to be accurate, current and correct.

    • 6.3 For Corporate Program, the payment of the Services has been indicated and paid according to the terms of the Subscription Agreement signed by the Corporation.

  • 7. LIVE CHAT (ONLY APPLY TO CORPORATE PROGRAM)

    • 7.1 When an Employee initiates a Live Chat request (25 minutes), they will typically be connected with an appropriate Coach within 10 minutes.

    • 7.2 If the Employee cancels the Live Chat before being connected to a Coach, no Live Chat quota will be deducted from the Employer’s Corporate Account.

    • 7.3 Once the Employee is connected with the Coach, the Chat room will remain open for 25 minutes, and the Live Chat quota will be deducted from the Corporate Account.

    • 7.4 If the Employee accidentally exits the Chat room before the session ends, the room will remain accessible for re-entry until the 25-minute duration is complete. The 25-minute period begins when the Coach is connected, and any time lost while the Employee is absent will not be recovered.

  • 8. SERVICES DEFECTS

    • 8.1 We warrant that on delivery, the Services will be:

      • (a) provided in accordance with the specifications or requirements set out in our Platform or in our confirmation email; and

      • (b) performed with reasonable care, skill and ability in line with the common practices and standards in the relevant industry or trade.

    • 8.2 Any warranty given by us under this clause does not apply to any defect in the Services arising from us following any of your specification or requests.

    • 8.3 If you become aware of any defect in all or part of the Services performed, you must give notice in writing to us as soon as practicable.

    • 8.4 Where the Services reported are found to be defective we will, at our option, re-perform the services or refund the price of such defective Services in full. We have no further liability to you for defective Services upon re-performance or refund of the defective Services.

    • 8.5 If you have any questions or complaints about any Services, please contact customer services by email at info@kossie.co.uk.

  • 9 REFUND POLICY

    • 9.1 We offer a 100% money-back guarantee.

    • 9.2 If you do not satisfy with the provided Coach’s Guidance, you can apply refund within 14 days of payment by submitting the refund request to info@kossie.co.uk with the supportive reasons.

    • 9.3 We will evaluate the case at our full discretion and on a case-by-case basis. The refund will be expected to be returned to your original payment method after deduction of Service Fee within 5 business days, depending on your bank.

    • 9.4 Should we need more information for the evaluation, you will be requested to respond to our any queries. In this case, more time for the evaluation is required for the refund.

  • 10. OUR RESPONSIBILITY

    • (a) all other warranties, conditions, or terms relating to fitness for purpose, quality, or condition of the Services, whether express or implied by statute or common law or otherwise, are expressly excluded; and

    • (b) we shall not be liable to you (whether in contract, tort or otherwise) for any indirect or consequential loss arising from or in connection with the provision of the Services.

  • 11. USE OF PERSONAL INFORMATION

    • When you register or otherwise use our Platform, you provide us with personal data which is collected and used in accordance with the terms of our privacy policy which is accessible at https://kossie.com/info/privacy-policy. It is important that you read our privacy policy, which may be updated from time to time, and understand how we use your information and the rights that you have about your information.

  • 12. OTHER IMPORTANT TERMS

    • 12.1 This contract is between you and us. Nobody else has any rights under this contract. No other person shall have any rights to enforce any of its term.

    • 12.2 You agree, confirm and acknowledge that you are responsible for maintaining the confidentiality of your password and any other security information related to your account. We advise you to change your password frequently and to take extra care in safeguarding your password.

    • 12.3 IF YOU ARE THINKING ABOUT SUICIDE OR IF YOU ARE CONSIDERING HARMING YOURSELF OR OTHERS OR IF YOU FEEL THAT ANY OTHER PERSON MAY BE IN ANY DANGER OR IF YOU HAVE ANY MEDICAL EMERGENCY, YOU MUST IMMEDIATELY CALL THE EMERGENCY SERVICE NUMBER AND NOTIFY THE RELEVANT AUTHORITIES. SEEK IMMEDIATE IN PERSON ASSISTANCE. The Platform is not designed for use in any of the aforementioned cases.

    • 12.4 Your submitted guidance requests and the coaches’ provided guidance to your requests are submitted to our public archive in order to help others who may be going through similar situations, but we do not reveal your username when these are published anonymously.

    • 12.5 If a court finds part of this contract illegal, the rest will continue in force. Each of the paragraphs of these terms operates separately. If any court or relevant authority decides that any of them are unlawful, the remaining paragraphs will remain in full force and effect.

    • 12.6 Even if we delay in enforcing this contract, we can still enforce it later. If we do not insist immediately that you do anything you are required to do under these terms, or if we delay in taking steps against you in respect of your breaking this contract, that will not mean that you do not have to do those things and it will not prevent us taking steps against you at a later date.

    • 12.7 These terms are governed by and shall be construed in accordance with the laws of the Hong Kong Special Administrative Region.

    • 12.8 If you have any comments or complaints, please write email to our customer service team by info@kossie.co.uk.

Last updated: 03 September 2024

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