Terms & Conditions

Terms & Conditions

 

These terms and conditions apply to your (“you”, “Your”) use of the Keto Coach service and the Keto Coach website and create a binding agreement between You and Keto Coach respectively.

Contents

  1. Access
  2. Account
  3. Payment Methods
  4. Unsubscribe / Cancel
  5. Products and Services
  6. Disclaimers
  7. Site – Conditions of Use
  8. Termination
  9. Limitation of Liability
  10. Email and Mobile Marketing
  11. Governing Law
  12. Contact
  13. Changes to these Conditions
  14. Complaints Procedure
  1. Access
    • By placing an order with Keto Coach, you warrant that you are over the age of 16, and either are the bill payer, or have the bill payer’s permission.
    • By accessing and/or using this site, you have read and understand these conditions, and accept that you are legally bound by these Conditions. These Conditions will apply to all services provided by Keto Coach unless stated otherwise. None of these Conditions affect any rights or obligations imposed under UK Law.
  1. Account
  • Prior to using the service, you must create an account for Keto Coach.
  • Any information you provide in this process will be held and used in accordance with our Privacy Policy
  • Accounts can only be made for and used by a named individual, accounts cannot be transferred to or sold to another person. You can update, amend or cancel your account at any time through this site.
  • All information provided to us when registering your account must be true and correct, and you cannot have more than one active account at any one time.
  • Customers should not distribute any of their account information, including passwords.
  • We must be notified of any changes to your personal information.
  • If you suspect that your account has been accessed by another party without your authorisation, you should notify us of this breach immediately by contacting [email protected]
  1. Payment Methods
  • Billing via Credit Card
    • If you have entered via the Internet and your preferred payment method is Credit Card you will be asked to provide the following details to complete your payment/subscription, Name, Email, Phone, Address and Credit Card details. Payment can be made by any of the following payment cards: Visa and MasterCard. It is very important that you follow up the process as indicated, as it is at this point that you will gain access to the Keto Coach site and be able to register your account. If you are having trouble completing your payment, please ensure that you have entered the correct details or contact our customer support team on 0330 134 0184 or email [email protected].
    • You confirm that the credit or debit card that is being used is yours. All credit/debit cardholders are subject to validation checks and authorisation by the card issuer. If the issuer of your payment card refuses to or does not, for any reason, authorise payment to us, we will not be liable for any delay or non-delivery of the service.
  • Billing via Paypal
    • If you have entered via the Internet and your preferred payment method is PayPal you will be asked to sign in to your PayPal account to complete the your payment/subscription. It is very important that you follow up the process as indicated, as it is at this point that you will gain access to the Keto Coach site and be able to register your account. If you are having trouble completing your payment, please ensure that you have entered the correct details or contact our customer support team on 0330 134 0184 or email [email protected].

 

  • Continuation of General Terms
    • Keto Coach reserves the right to modify or discontinue, temporarily or permanently, the services and subscription provided to you. Subscription fees will apply regardless of whether or not you use your subscription or access the service, as Keto Coach will continue to provide you with the access to the site and service throughout this period.
    • Keto Coach reserves the right to modify or change any products or services as required in order to improve range and availability. We recommend that you regularly check the site for updates to the services on offer. Subscriptions will apply (unless and until you have decided to stop your subscription) regardless.
  1. Unsubscribe / Cancel
  • To unsubscribe when billed to credit card account:
    • For subscriptions via Credit Card, to unsubscribe visit the ‘Contact us’ page on the Keto Coach site, where you will be able to unsubscribe manually by entering your mobile phone number (this is a free to use service) or contact our dedicated customer support agents on 0330 134 0184 or email [email protected].
  • To unsubscribe when billed to paypal account:
    • For subscriptions via PayPal, to unsubscribe visit the ‘Contact us’ page on the Keto Coach site, where you will be able to unsubscribe manually by entering your mobile phone number (this is a free to use service) or contact our dedicated customer support agents on 0330 134 0184 or email [email protected]. You can also, cancel your subscription to the service via your PayPal account.
  • 14 Day Cancellation Policy
  • If you unsubscribe from the service within 14 days of your original subscription date, then you have an opportunity to claim a refund for the subscription charges of the first two weeks that took place within the 14-day period, should you wish to do so. In doing this, you will also immediately cancel all access to the Keto Coach site and any account information you have registered. If you wish to do this within 14 days of your subscription date, then please contact Customer Services on 0330 134 0184 or email [email protected].
  1. Products and Services
  • The majority of our products and services are provided via this website and physical copies are not provided. All of these products, (including, but not limited to; recipes, PDF downloads, videos or online content) are subject to copyright protection and should not be copied or distributed.
  • These products and services are the property of Keto Coach. By setting up an account with Keto Coach, you have been granted license to use the products and services, subject to these Conditions.
  • These products and services have not been sold to any user who has a Keto Coach account. The customer has no right to copy, distribute, share, edit, sell or modify the product in any form. Keto Coach may encrypt any of this information to protect our products and services.
  1. Disclaimers
  • None of our employees hold medical or dietary qualifications and we are not a licensed medical care provider. We do not have any expertise in examining or treating medical conditions of any kind and cannot diagnose any issues you may experience.
  • We always strongly recommend that you consult with your doctor before making any significant lifestyle changes such as dietary changes or adopting new exercise programs, particularly if you have any family history of high blood pressure, heart disease, high cholesterol, obesity, bone or joint problems, or chest pain. We would also make the same recommendation if you are a smoker, or pregnant.
  • The recipes provided on the Keto Coach site are not specially formulated to suit any specific nutrient deficiencies, allergies, any one pregnant or breastfeeding, or any other food related health problems.
  • Please speak with a medical professional prior to purchase if you are unsure whether this product/service is suitable for you to use.
  • If you have any concerns or questions regarding your health, you should always contact your doctor. If you experience faintness, dizziness, pain or shortness of breath at any time, you must stop the physical activity immediately and contact your doctor before continuing.
  • The content of our site is not intended to replace any professional medical advice or treatment.
  • This site may contain links which are hosted by third parties not associated with Keto Coach. The content displayed on those sites is not the responsibility of Keto Coach and we do not endorse these websites or services. You agree that your choice to visit any third-party websites is undertaken at your own risk.
  1. Site – Conditions of Use
  • You must not:
    • Copy, distribute, adapt, share, edit or modify this site or transfer any part of the site • Do anything which may place an unreasonable or disproportionate load on the site, you must not do anything which disrupts the functions of the site • Make any modifications to the site, test, scan or circumvent the security of the site • Use the site or content in any way which breaches the rights of Keto Coach or any third party • Use the account of another customer, or impersonate another customer when using the site • Knowingly transmit any virus, worm, defect, Trojan horse or any other malicious code to the site for any reason; and • Use any method to autonomously create accounts by any means under fraudulent pretences
  1. Termination
  • Keto Coach reserves the right to terminate your account, remove or edit content at our sole discretion at any time without prior notice. We will not be held liable from any loss or damage from exercising this right.
  • If you wish to terminate your account, please contact us via 0330 134 0184 or email [email protected]. Any order which is not cancelled is subject to these Conditions.
  1. Limitation of Liability
  • You enter the Keto Coach site and participate in the service at your own risk. The Keto Coach site is provided without any warranty whatsoever, whether express or implied.
  • Without prejudice to the generality of the preceding provision, Keto Coach, its respective directors, employees, partners, service providers:
  • do not warrant that the software or the Keto Coach site is/are fit for their purpose;
  • do not warrant that the software and Keto Coach site are free from errors;
  • do not warrant that the Keto Coach site or service will be accessible without interruptions;
  • shall not be liable for any loss, costs, expenses or damages, whether direct, indirect, special, consequential, incidental or otherwise, arising in relation to Your use of the Keto Coach sites or Your participation in the service.
  • You hereby agree to fully indemnify and hold harmless Keto Coach, their directors, employees, partners, and service providers for any cost, expense, loss, damages, claims and liabilities howsoever caused that may arise in relation to your use of the Keto Coach site or participation in the service.
  • This Clause shall not be considered to be excluding liability for anything which it could be unlawful to exclude under applicable law. Nothing in the T&Cs will operate as to exclude any liability of Keto Coach in respect of either fraud, or death or personal injury caused by negligence of Keto Coach
  1. Email and Mobile Marketing Terms and Conditions
  • By giving us your mobile number and email address, you agree for Keto Coach and its’ managing company to send you either an occasional email or text, notifying you of the latest offers and promotions available from our group. These may not always be products and/or services related to Health and Fitness, and come from a range of services. If you ever wish to be removed from any of our email/text broadcasts, you can contact us via 0330 134 0184 or email [email protected]. Once you do this, you will be removed from future broadcasts within 28 days of your request. You can remove yourself from additional marketing, without cancelling your subscription to the Keto Coach service, if you wish.
  1. Governing Law
  • These conditions are governed by the laws of the England and Wales and You and Keto Coach agree to submit to the exclusive jurisdiction of the Courts of England and Wales.
  1. Contact

The promoter and service provider is Keto Coach.co, a brand name of

SP TWO Ltd,

Unit 15535,

PO Box 6945,

London,

W1A 6US,

UK

Tel: 0330 134 0184

Email: [email protected]

  1. Changes to these Conditions
  • Keto Coach reserves the right to modify these Conditions at any time. Please review these Conditions frequently. Changes will take effect immediately after being posted on this site.
  1. Complaints Procedure

We always do our best to meet the needs of those who contact us, but we appreciate that sometimes you can find yourself in a situation where you are not happy with the service that has been provided. If you would like to make a complaint regarding the contact you have had with, or the service you have received from us, then this policy sets out the process for you to use.

Any and all complaints will be dealt with appropriately, and will be investigated by a member of staff within the company with sufficient seniority to resolve the issues. While dealing with your complaint we promise to be respectful of you at all times, in turn we expect the same behaviour towards our staff. All customer service calls are recorded and our staff reserve the right to terminate any call in which they feel abused or threatened.

The majority of all complaints can be handled and resolved at the first point of contact, however this is not always possible. We aim to complete all investigations and resolve all complaints within 10 working days of the complaint being made.

How to make a complaint

All complaints can be made by telephone or by email using the below information:

Telephone: 0330 134 0184

Email: [email protected]

For your complaint to be properly registered please provide us with the following information:

Your full name, preferred contact method, number and email address

Your postal address, so that communication in writing can be made where necessary

Full details of the complaint including any dealings you may have had with us, or any of the services we provide. We would suggest you advise of what happened, when it happened, who you dealt with if anyone, what you would like further clarification on, why you think what has happened is wrong and what you would like us to do to put things right.

All of the above information will be kept confidential and private, to be used for the sole purpose of investigating and responding to the complaint made. This information will not be provided to any third parties unless absolutely necessary in order to fully investigate the complaint, by lodging a complaint, you are agreeing that this can occur.

People who can complain

A complaint can be made by either someone who has received services from or relating to SP TWO Ltd, or a representative of the above described service user. Where a representative wishes to make a complaint on behalf of someone else, they may be required to provide proof that they have the permission of the service user to make the complaint or query on their behalf.

After a complaint has been made

Where a complaint is made in person or over the telephone:

A written record of the complaint will be made and kept, which can be provided upon request.

A recording of the phone call will be made where possible

All complaints will receive a response within 5 working days, however if further investigation is necessary before an explanation/resolution can be provided, then we aim to resolve your complaint within 10 working days. In responding to your complaint, we will follow the procedures set out in this policy unless other guidelines are agreed with the complainant, and will ensure that:

You understand how to progress your complaint and are kept informed of this.

You are made aware of the outcome of your complaint promptly

Your complaint and the information you provide to us is treated in confidence

We will tell you what steps we intend to take to remedy any complaint that is upheld.

Complaints should be made as soon as possible after the incident giving rise to the complaint. We do expect all complaints to be current; however we will accept a historic complaint if we are satisfied that:

The complainant can give a valid reason for not making the complaint sooner, and

Despite the delay, it is still possible to investigate the complaint effectively and fairly

It is important for the complainant to be aware that if their complaint involves disputing the use of, or registration to one of our services, they may be required to provide evidence which confirms their claim (E.G. a copy of the mobile phone bill). As with all other personal information, in any instance where the complainant is required to provide additional information or documentation, this will only be used for the sole purpose of investigating and responding to the complaint made, and will be kept confidential and private.

All complainants have the right to refer their complaint on to the appropriate governing body if they are unhappy with the outcome of our investigation, however this referral must be made by the complainant and will not be made by SP TWO Ltd on the complainant’s behalf.

All complainants will be given the opportunity to receive an acknowledgement letter or email upon request. This will discuss not only the complaint itself, but the manner in which the complaint has so far been handled and the period in which the investigation of the complaint is likely to be completed.

Once a complaint has been dealt with

Once investigations have been completed, upon request, a report can be provided which includes:

A detailed explanation of how the complaint has been considered

The conclusions reached, including any and all remedial action needed, and

Confirmation that any action needed has either already been taken or, if not yet taken, the proposed timescale when such action will be completed

A letter/email will be sent to the complainant where necessary, confirming all of the above information and reminding them of their right to take the matter further if they are unhappy with the outcome.

In circumstances where the response/final outcome of the investigation is not ready within 10 working days we will notify the complainant accordingly and explain the reason why.

Further advice

If for any reason you are not happy with our response, you can refer your complaint, to CommsADR, who are authorised by the Government under the Alternative Dispute Resolution service for the purposes of consumer disputes (competent authorities and information) regulations 2015, to provide an independent review of complaints and dispute resolution services.  You can visit their website via the following link: https://www.commsadr.co.uk/createclaim/   

Keto Coach is willing to submit itself to its ADR procedure and be bound by its decisions.

As a consumer, you are afforded free redress and we would urge you use the approved ADR provider to review your complaint and provide their impartial and independent conclusion.