Customer Terms of Sale and Service
Customer Terms of Sale and Service
JELM Consulting Limited, trading as Breakthrough That
Effective date: 23 September 2026
Version: 1.0
1. About these terms
These terms apply when you obtain or buy a course, webinar, download, coaching service, live programme, community membership, event, retreat or other product or service from JELM Consulting Limited, trading as Breakthrough That.
Please read them before ordering. The following form part of your contract with us:
- these Customer Terms of Sale and Service;
- the checkout page and the product-specific Offer Schedule, which describe what you are buying; and
- any other document expressly identified at checkout as forming part of the contract.
If there is an inconsistency, the Offer Schedule takes priority for product-specific matters, followed by these Customer Terms.
Nothing in these terms restricts legal rights that cannot lawfully be excluded. Advice about UK consumer rights is available from Citizens Advice.
2. Who we are
Your contract is with JELM Consulting Limited, trading as Breakthrough That (we, us or our).
- Company number: 08294047
- Registered office: 17–19 Station Road West, Oxted, Surrey, RH8 9EE, United Kingdom
- Email: privacy@breakthroughthat.com
JELM Consulting Limited is not currently registered for VAT. If this changes, checkout information and these terms will be updated as appropriate.
3. About you
You must provide complete and accurate order and contact information. Please tell us promptly if it changes.
Unless an Offer Schedule says otherwise, you must be at least 18 to contract with us. A person under 18 may participate only where we have agreed this in advance and a parent or person with parental responsibility has entered into or approved the relevant arrangements in writing. The parent or guardian must tell us before work begins about relevant special needs, accessibility requirements or safety information needed to support the young person. People under 18 are not admitted to our online communities.
If you buy mainly for purposes outside your trade, business, craft or profession, you are a consumer. Some provisions and statutory rights in these terms apply specifically to consumers.
4. How the contract is formed
The descriptions on our website are invitations to place an order. Your order is an offer to buy. A contract is formed when we send an order confirmation or otherwise expressly accept your order.
We may decline or cancel an order before acceptance if, for example, the product is unavailable, there is an obvious pricing error, payment is not authorised, eligibility requirements are not met or we reasonably believe participation would be unsafe or inappropriate. If we have taken payment and do not accept the order, we will refund it.
Your order confirmation and agreement email should contain, attach or link to a durable copy of the terms and Offer Schedule applicable when you ordered. Please retain them.
5. What we will provide
The Offer Schedule states the main characteristics of the product or service, what is included, relevant dates, access period, delivery method, technical requirements and any eligibility conditions.
We will provide services with reasonable care and skill and digital content as described. We may make reasonable changes that do not materially reduce what you bought—for example, updating resources, correcting errors, changing a facilitator where reasonably necessary or altering the order of teaching.
We will tell you about a material change and, where it significantly disadvantages you, provide an appropriate remedy which may include an alternative, price reduction or the ability to end the affected part of the contract.
6. Digital access and technical requirements
Digital products are normally delivered through Kajabi or another platform identified in the Offer Schedule. You are responsible for a compatible device, internet access and keeping your login details secure.
Access is personal to you and must not be shared. Unless the checkout or Offer Schedule expressly states a different period, access to recorded courses, webinars and digital resources lasts for 12 months from purchase. We do not generally offer lifetime access. Any different or exceptional access promise must be stated expressly in the relevant Offer Schedule.
Please contact us promptly if access does not work. Temporary maintenance or disruption does not normally entitle you to a refund, but this does not affect remedies available where digital content is faulty, not as described or not supplied within the agreed time.
7. Prices, tax and payment
The total price, applicable taxes and payment arrangements are shown before you order. We will not add an optional charge without your express agreement.
Where a fixed-price purchase is paid by instalments, the instalments are a payment plan for the total price—not a cancel-any-time subscription. You remain responsible for the remaining instalments after the statutory cancellation period, even if you stop participating, except where these terms, the Offer Schedule or the law give you a right to end the contract.
We do not currently offer an automatically renewing membership. If we introduce a renewing community or membership, its renewal period, recurring price, cancellation method and any additional statutory information will be displayed clearly before purchase and confirmed afterwards.
If a payment fails, we may retry the payment, contact you and temporarily suspend access while the account is overdue. Before terminating access or seeking the balance, we will act reasonably and consider any dispute or genuine financial difficulty you raise.
You are responsible for charges imposed by your bank or payment provider. Where currency conversion applies, the conversion rate and any related charge are determined by the relevant payment provider unless we state otherwise.
8. Your statutory right to cancel
8.1 General position for consumers
If you are a consumer who contracts with us online or at a distance, you will usually have 14 days from the day after the contract is formed to cancel without giving a reason. Exceptions and special rules apply to certain digital content, services, accommodation and leisure activities on specified dates.
We will tell you before purchase if a statutory exception applies to a particular Offer.
To cancel, send a clear statement to privacy@breakthroughthat.com or use the model cancellation form at the end of these terms. Keep evidence that you sent it.
8.2 Digital content supplied during the cancellation period
If you want immediate access to digital content during the 14-day cancellation period, we will ask you to:
- expressly consent to supply beginning immediately; and
- acknowledge that you will lose the statutory right to cancel once supply of the digital content begins.
We will confirm that agreement in a durable form. If the law requires these steps and we do not complete them correctly, your cancellation rights are not lost merely because access was provided.
8.3 Services beginning during the cancellation period
If you ask us to begin coaching, a live programme or another service during the 14-day cancellation period and then cancel within that period, we may charge a proportionate amount for the service supplied up to cancellation, but only where the law permits and the required request and information were provided.
If a service has been fully performed within the cancellation period, the cancellation right may be lost only where the legal requirements—including any necessary express request and acknowledgement—have been satisfied.
8.4 Refund following statutory cancellation
Where you validly cancel, we will refund sums due without undue delay and normally within 14 days, using the original payment method unless we agree otherwise. Any permitted deduction or proportionate service charge will be explained.
9. Additional refund or cancellation promises
We do not ordinarily offer a change-of-mind refund after the statutory cancellation period. Any additional guarantee or programme-specific cancellation right applies only if it is clearly stated in the Offer Schedule, which will explain its period, conditions and how to claim.
If we have not delivered something promised, please tell us promptly. Where appropriate and lawful, we may first offer to correct the problem, restore access, repeat the affected element or provide a reasonable substitute. This does not remove any statutory right to repeat performance, a price reduction, refund or another remedy where the law entitles you to it.
10. Live calls, coaching and attendance
Dates, attendance expectations and any individual-session allowance are stated in the Offer Schedule.
One-to-one appointments normally require at least 48 hours’ notice to reschedule. If you give less notice or do not attend, the session will normally be treated as used. We may offer a replacement where we reasonably consider that the circumstances justify it. We will apply the same standard fairly when we need to request a change and will provide a reasonable replacement time if we reschedule.
Group calls should be assumed to be recorded unless we state otherwise. Unless the Offer Schedule states differently, participants can access group-call recordings for the same period as their programme access, normally 12 months. The Offer Schedule and joining information will explain the recording arrangements, purpose, availability and intended audience. You should keep your camera off, use an alternative display name or contact us before the call if you do not wish to appear in a recording. If active participation is integral and recording cannot reasonably be avoided, we will explain the available options in advance.
One-to-one calls are not routinely recorded. They may be recorded where you request this and we agree, or where recording has otherwise been specifically discussed and agreed in advance.
If recordings from a programme are intended to become part of another course or product, this will be disclosed in the Offer Schedule and recording information. We will not rely on a general recording clause alone to make a participant’s identifiable contribution available to a new audience; we will use an appropriate additional permission or remove identifying material where required.
We may reschedule a call or replace a facilitator where reasonably necessary. If we cancel a material element and cannot provide a reasonable alternative, we will provide an appropriate remedy for the affected element.
If you withdraw or stop attending a live programme after the statutory cancellation period, this does not cancel the remaining balance of a fixed payment plan. You will normally retain access to the programme materials for the access period originally promised. In exceptional circumstances, we may agree at our discretion to pause participation or transfer you to a later cohort. Any different programme-specific arrangement will be stated in the Offer Schedule.
If we cancel a live programme and cannot provide a reasonable alternative, we will refund the proportion of the price relating to the part we have not delivered, subject to any greater remedy required by law.
11. Retreats and in-person events
An Offer Schedule for a retreat or in-person event must specify the location, dates, what is included, travel and accommodation arrangements, insurance expectations, eligibility and the event-specific cancellation policy.
Unless expressly included, you are responsible for travel, visas, insurance, medical requirements and personal expenses. You should obtain appropriate travel insurance, including cancellation cover, where relevant.
We may make reasonable venue, timetable or facilitator changes. If we cancel an event, our responsibility will be limited as set out in the Offer Schedule and applicable law; we are not normally responsible for separate travel or accommodation booked with third parties, which is why suitable insurance is recommended.
12. Nature and boundaries of our work
Our work is educational and coaching-based. It may explore identity, consciousness, emotions, behaviour, wellbeing and personal transformation. It is not medical diagnosis or treatment, psychotherapy, emergency support, legal advice or financial advice.
John El-Mokadem, Linda El-Mokadem, who is a director and co-facilitator of JELM Consulting Limited, and any other facilitator or contractor do not act as your medical practitioners merely because you participate in our work. Do not stop or change medication, treatment or professional support without discussing it with an appropriately qualified practitioner.
You remain responsible for your decisions, actions and wellbeing. Tell us about a relevant accessibility or safety need where doing so is necessary for participation, but do not send unnecessary medical records.
If we reasonably believe that our service is not suitable for you, or that specialist or emergency support is required, we may pause or decline the work and suggest that you seek appropriate help. This is not a diagnosis.
13. Outcomes and testimonials
We will provide the product or service described, but we do not promise a particular health, emotional, relationship, career, financial or other personal outcome. Change depends on many factors, including circumstances beyond our control and your own choices and participation.
Testimonials, research discussions and personal stories describe particular experiences. They do not guarantee that you will obtain the same result.
Nothing in this section reduces our obligation to provide services with reasonable care and skill or digital content of the standard required by law.
14. Your participation responsibilities
You agree to:
- participate lawfully and respectfully;
- take reasonable responsibility for your own choices and seek professional help where appropriate;
- protect your login details and not share another participant’s confidential information;
- avoid recording sessions unless we and all affected participants have agreed;
- not upload harmful, unlawful, infringing or misleading material; and
- follow reasonable safety, safeguarding and community instructions.
You are not required to disclose personal or health information to a group. Share only what you are comfortable sharing.
15. Community and group confidentiality
We ask all participants to respect the privacy of others and not repeat identifiable stories or share screenshots, recordings or contact details outside the group without permission.
However, we cannot guarantee that another participant will keep information confidential. Please bear this in mind before sharing sensitive information.
We may remove content or suspend a participant where reasonably necessary to protect safety, privacy, intellectual property, the learning environment or another person’s rights. Where appropriate, we will explain the concern and allow a reasonable opportunity to address it.
16. Intellectual property and permitted use
We or our licensors own the intellectual-property rights in our courses, videos, audio, meditations, workbooks, teaching frameworks, branding and other materials.
We grant you a limited, personal, non-exclusive, non-transferable licence to use purchased materials for your own private learning during the access period. You must not, without written permission:
- share login credentials or give another person access;
- copy, publish, sell, license or distribute substantial parts of the materials;
- deliver our materials as your own programme or professional training;
- remove ownership notices; or
- use the materials to train, populate or operate a competing product, content library or artificial-intelligence system.
You retain ownership of material you create. You give us only the permission reasonably required to host and deliver it within the service. Public use of an identifiable testimonial, story, image or recording requires separate permission unless that permission has already been clearly obtained.
17. Suspension and ending participation
We may temporarily suspend or, in serious cases, terminate access if you:
- materially or repeatedly breach these terms;
- share access or infringe intellectual-property rights;
- engage in unlawful, abusive, unsafe or seriously disruptive conduct;
- threaten another participant’s privacy or safety; or
- fail to make a payment that remains due after reasonable notice.
Except where urgent action is reasonably necessary, we will normally explain the concern and give you a reasonable opportunity to resolve it. Any refund will depend on the circumstances, these terms, the Offer Schedule and your statutory rights.
18. Events outside reasonable control
We are not responsible for delay or failure caused by events outside our reasonable control. We will take reasonable steps to minimise disruption and communicate material effects. If a substantial part of the contract cannot be delivered for an extended period, we will offer an appropriate alternative or remedy as required by law.
19. Responsibility for loss
Nothing in these terms excludes or limits liability where it would be unlawful to do so, including liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation, or your statutory consumer rights.
If you are a consumer, we are responsible for loss or damage that is a foreseeable result of our breach of contract or failure to use reasonable care and skill. We are not responsible for loss that was not foreseeable, for business loss arising from a consumer purchase, or for the independent acts or omissions of third-party providers except where the law makes us responsible.
We do not exclude responsibility merely because a loss relates to health or wellbeing. Whether we are legally responsible will depend on the contract, the applicable duty and the circumstances. The educational and non-medical scope of our work does not remove duties that the law imposes on us.
If you purchase wholly or mainly for business purposes, any different limitation must be set out in a separate written business agreement or Offer Schedule and must remain subject to liabilities that cannot lawfully be excluded.
20. Personal information
Our Privacy Notice explains how we use personal information. Our Cookie Notice explains cookies and similar technologies.
Group participation necessarily involves sharing some account or profile information with other participants. People under 18 are not admitted to our online communities. Recordings, special-category information and public testimonials are handled as described in the Privacy Notice and any additional notice or consent presented for that activity.
For a condition-specific health course, the checkout or enrolment process may include a separate explicit-consent statement because enrolment or participation could reveal or suggest health information. This is separate from marketing consent. We do not assume that a purchaser personally has the condition discussed by the course, and we will not use an inferred condition to target unrelated marketing without the permission and legal basis required.
21. Complaints
Please email privacy@breakthroughthat.com if you have a complaint. We will acknowledge it and try to resolve it fairly within a reasonable time.
Nothing in these terms prevents you from obtaining independent advice, using an applicable alternative-dispute-resolution service where agreed, or exercising a legal right.
22. Changes to these terms
The version accepted at the time of your order governs that contract. We may update terms prospectively for future purchases.
For an ongoing service, we may make a change where reasonably necessary for legal, regulatory, security or operational reasons. We will give reasonable notice of a material change. We will not use this clause to remove a principal benefit or impose a materially disadvantageous change without providing an appropriate option or remedy.
23. Other legal provisions
If a court finds part of these terms unlawful, the remaining provisions continue to apply.
Delay in enforcing a right does not waive it.
You may not transfer your contract or access to another person without our written agreement. We may transfer our rights and obligations only where this does not reduce your protections, and we will tell you if required.
No person other than you and us has a right to enforce this contract, except where the Offer Schedule expressly says otherwise.
24. Governing law and courts
These terms are governed by the law of England and Wales.
If you are a consumer, the courts of England and Wales have non-exclusive jurisdiction. If you live in Scotland or Northern Ireland, you may generally bring proceedings in the courts where you live. We sell to customers worldwide. If you live elsewhere, mandatory consumer protections and jurisdiction rights in your country may also apply and are not excluded by these terms.
If you purchase for business purposes, the courts of England and Wales will have exclusive jurisdiction unless a separate written agreement states otherwise.
25. Contact
JELM Consulting Limited, trading as Breakthrough That
Registered office: 17–19 Station Road West, Oxted, Surrey, RH8 9EE, United Kingdom
Company number: 08294047
Email: privacy@breakthroughthat.com
Model cancellation form
Complete and return this form only if you wish to cancel a contract within an applicable statutory cancellation period. You may instead send any other clear statement containing the same information.
To: JELM Consulting Limited, 17–19 Station Road West, Oxted, Surrey, RH8 9EE, United Kingdom
Email: privacy@breakthroughthat.com
I give notice that I cancel my contract for the following product or service:
Product/service:
Ordered on:
Customer name:
Customer address:
Account email:
Date:
Signature (only if submitted on paper):
