​These Terms and Conditions apply to services provided by Susanne Springer, McKenzie Friend, Coach and Mentor.

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By booking a service, session or package, you agree to the terms set out below.

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1. Services Provided

I provide support through three main areas:

McKenzie Friend Support

• Practical and emotional support for people representing themselves in family court. This may include help preparing for hearings, organising paperwork, taking notes in court, providing moral support and helping you understand next steps.

• Separation and Divorce Coaching: Coaching and mentoring support during separation or divorce to help you manage overwhelm, rebuild confidence, set boundaries and make clearer decisions.

• Fresh Start Coaching: Coaching support after separation or divorce to help you rebuild confidence, plan your future, set goals and move forward with clarity and purpose.

2. My Role as a McKenzie Friend

As a McKenzie Friend, I can provide practical support, moral support, note-taking, help with case papers and quiet guidance during court proceedings.

I am not a solicitor, barrister or authorised legal representative. I do not provide regulated legal advice and I do not act as your legal representative.

Unless the court gives specific permission, I cannot:

• Speak on your behalf in court.

• Question witnesses.

• Conduct litigation.

• Sign court documents on your behalf.

• Manage your case as a solicitor would.

• Accept service of documents on your behalf.

• Guarantee any court outcome.

The court has discretion over whether a McKenzie Friend may attend a hearing and what assistance they may provide. McKenzie Friends do not have an automatic right of audience or right to conduct litigation. The court may refuse or limit my involvement at any time.

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3. Client Responsibility

You remain responsible for your own case, decisions, documents, deadlines and court conduct.

It is your responsibility to:

• Check all court dates, deadlines and directions.

• Read and understand any court orders.

• Ensure documents are filed and served correctly and on time.

• Decide what information you wish to include in court documents.

• Seek independent legal advice where needed.

• Tell me about any important updates, risks, deadlines or changes.

• Be honest and accurate in the information you provide. I can help you organise, prepare and think through information, but responsibility for your case remains with you.

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4. Coaching and Mentoring Services

Coaching and mentoring sessions are designed to provide emotional support, reflection, confidence-building, future planning and practical goal setting.

Coaching is not counselling, therapy, legal advice, financial advice or medical advice. If you need specialist legal, financial, medical or therapeutic support, you should seek help from an appropriately qualified professional.

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5. Fees and Payment

Fees will be agreed with you before any work begins.

Payment is usually required in advance unless otherwise agreed in writing.

Fees may include:

• One-to-one preparation sessions.

• Coaching or mentoring sessions.

• Document organisation support.

• Remote hearing support.

• In-person court support.

• Packages or block bookings.

• Travel, parking or other agreed expenses. Court attendance, travel time and expenses will be discussed and agreed in advance.

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6. Packages and Block Bookings

Where a package of sessions is purchased, the package must usually be used within the agreed time period.

Unused sessions are not normally refundable unless agreed in writing or required by law.

Sessions cannot be transferred to another person without prior agreement.

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7. Cancellations and Rescheduling

If you need to cancel or rearrange a session, please give as much notice as possible.

The following cancellation terms apply unless otherwise agreed:

• More than 48 hours’ notice: no cancellation fee.

• 24–48 hours’ notice: 50% of the session fee may be charged.

• Less than 24 hours’ notice or non-attendance: the full session fee may be charged.

For court attendance, cancellation fees may apply if time has been reserved, preparation has already taken place or travel/accommodation costs have been incurred.

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8. Consumer Cancellation Rights

If you book services online, by phone or by email, you may have a 14-day cooling-off period under consumer contract rules.

If you ask for work to begin during the 14-day cooling-off period, you agree that you may be charged for any services already provided before cancellation.

If the service has been fully completed at your request during the cooling-off period, you may lose the right to cancel that completed service.

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9. Refunds

Refunds will be considered where appropriate and in line with consumer rights.

Refunds will not normally be provided for:

• Sessions already delivered.

• Work already completed.

• Missed sessions without notice.

• Court attendance cancelled at short notice where time has been reserved or costs have been incurred.

• Dissatisfaction with a court outcome, as outcomes cannot be guaranteed.

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10. Confidentiality

I will treat information you share with me as confidential, except where disclosure is required by law or where there is a serious risk of harm to you, another person or a child.

Confidentiality may also be limited if information relates to safeguarding, criminal activity, fraud, money laundering, court orders or legal obligations.

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11. Safeguarding

If I become concerned that a child, vulnerable adult or any person may be at risk of significant harm, I may need to take appropriate action, including signposting or sharing information with relevant services where legally or ethically required.

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12. Documents and Information

You are responsible for providing documents and information in good time.

I will do my best to help you organise and prepare information, but I cannot guarantee that documents are complete, legally sufficient or accepted by the court.

I do not file, serve or sign court documents on your behalf.

 

13. Court Attendance

Court attendance is subject to availability, payment, practical arrangements and the court’s permission.

You must inform the court that you wish to have a McKenzie Friend support you. The judge may decide whether I can attend and what support I may provide.

If the court refuses permission for me to attend or limits my role, I am not responsible for that decision. Fees for preparation and attendance time may still apply.

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14. No Guarantee of Outcome

I cannot guarantee the outcome of any court hearing, negotiation, mediation, settlement discussion or coaching process.

My role is to help you feel more prepared, organised, supported and confident.

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15. Communication

Communication may take place by phone, email, Zoom, Teams, WhatsApp or in person, depending on what has been agreed.

I will aim to respond within a reasonable time, but I do not provide an emergency or crisis service.

If you are in immediate danger or experiencing a crisis, you should contact emergency services or an appropriate support organisation.

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16. Professional Boundaries

I reserve the right to pause, decline or end services if:

• There is a conflict of interest.

• The service requested is outside my role or competence.

• I am asked to act unlawfully or dishonestly.

• Communication becomes abusive, threatening or inappropriate.

• Payment has not been made.

• Continuing support would not be appropriate.

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17. Complaints

If you are unhappy with the service provided, please raise your concern with me as soon as possible so I can try to resolve the issue.

Complaints should be made in writing, explaining what has happened and what outcome you are seeking.

I will aim to respond fairly and within a reasonable timeframe.

 

18. Data Protection

I will handle your personal information with care and only use it for the purpose of providing services, managing bookings, communicating with you and keeping appropriate records.

Personal data will not be shared with third parties unless required by law, necessary to provide the service, or agreed with you.

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19. Changes to These Terms

These Terms and Conditions may be updated from time to time. The version that applies will be the version provided or available at the time you book your service.

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20. Governing Law

These Terms and Conditions are governed by the laws of England and Wales.

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Important Notice

I am not a solicitor or barrister and do not provide regulated legal advice. My services are intended to provide practical, emotional and coaching support. You should seek independent legal advice from a qualified legal professional where needed.