Online coaching paperwork: what to settle before the first video session
An online coaching contract should cover what a face-to-face one does, plus how the session will be held: the platform, whether it is recorded, where each person will be, what happens if the connection fails, and how you protect the client's information. Record these in writing before the first video session.
Do online clients need a different contract?
Scope, fees, cancellation, confidentiality and ending the relationship are the same whether you meet in a room or on a screen. What changes is the practical detail that nobody thinks to say out loud: where you are, who might overhear, and what happens when the call drops.
We know of no UK law that prescribes an online coaching contract. Many coaches keep one core agreement and add a short online section or set-up checklist for remote clients. If you only work online, build those points into your standard documents.
The practical points to agree in writing
Settle these before the first call and keep the answers with the client's file.
- Platform and link. Which tool you use, who sends the link, and what to do if it fails.
- Backup plan. A second way to reach each other, such as a phone number, and how long you wait before rescheduling.
- Privacy on both sides. A private room, headphones if needed, and no one else listening unless agreed.
- Recording. Off unless the client has agreed separately, in writing, to a specific purpose.
- Time zones and times. Agreed in UK time unless otherwise stated, with the session length clear.
- Messages between sessions. What you will respond to, how quickly and through which channel.
Looking after client information online
Online coaching puts more of the client's information into emails, calendars, chat tools and video platforms. The ICO says you need to put in place appropriate technical and organisational measures to ensure a level of security appropriate to the risk, and that you should review the personal data you hold and the way you use it.
In practice: use strong, unique passwords and two-step verification on the accounts that hold client details, restrict who can see your calendar and notes, and think twice before putting sensitive detail in an ordinary email. The ICO also recommends encryption for personal data stored or transmitted over the internet. Check what your video platform and note storage do by default, and say in your privacy notice which services you use.
Recording and sharing screens
Do not record by default. If you want to, ask separately and name the purpose; the ICO says consent must be freely given, specific, informed and unambiguous, and should not be bundled up as a condition of service unless it is necessary. See our guide to recording coaching sessions and the matching consent slip.
When the session cannot go ahead
Write down what happens if either side cannot connect: how long you wait, whether the session is moved or counted, and who decides. This matters most for fees. A line such as: if the technical fault is on the coach's side the session is rescheduled at no cost, otherwise your cancellation terms apply.
What an online session set-up checklist should ask
A preview of our free Online Session Set-Up Checklist. The complete, print-ready version is sent to you by email.
Client and sessions
- Client name
- Coach name
- + 3 more in the full form
Platform and connection
- Platform usedZoom · Microsoft Teams · Google Meet · Phone · Other
- Who sends the session link, and when?
- + 4 more in the full form
Privacy and information
- Will the client be in a private space where they cannot be overheard?Yes / No
- Has it been agreed that no one else will listen in without everyone's agreement?Yes / No
- + 4 more in the full form
Safety and boundaries
- Emergency contact name and number
- It has been explained that coaching is not therapy or counselling and is not an emergency serviceYes / No
- + 1 more in the full form
The full form has 20 questions in 4 sections, a signed declaration and space for your business details. Get it free below.
Free template
Get the print-ready Online Session Set-Up Checklist
A one-page set-up checklist to complete with each online client before the first session. Free, and yours to adapt.
Frequently asked questions
Do I need a special contract for online coaching?
No law that we know of requires one. Most coaches use their standard agreement plus an online section or set-up checklist covering platform, privacy, recording and connection problems.
Should I record online coaching sessions?
Only with the client's separate, specific, written agreement to a named purpose. Do not rely on a platform's default settings or a general line in your terms.
What if the video call drops during a session?
Agree it in advance. Set a backup contact method, a waiting time and whether the session is rescheduled or counted. Your agreement and cancellation terms should say who bears the loss.
Is it safe to put client details in email?
The ICO says security should be appropriate to the risk. Limit what you put in ordinary email, use strong passwords and two-step verification, and consider encryption for sensitive documents.
Sources
- A guide to data security, Information Commissioner's Office
- What is valid consent?, Information Commissioner's Office
Every agreement your coaching practice needs
Starter (£29) covers the coaching agreement, cancellation and refund policy, GDPR and confidentiality and online coaching addendum. Pro (£49) adds group, corporate and intake documents. One payment, no auto-renewal.
See the packs, from £29 →These articles are general guidance for UK coaches, not legal advice. Our documents are editable templates: adapt them to your own practice, your insurer's terms and, where it matters, take advice from a solicitor. Coaching is not therapy or counselling.