These Candidate Terms and Conditions apply when you book or receive a coaching service from Insider Match Limited.
Please read them before booking. They should be read together with our Cancellation, Rescheduling and Refund Policy and Privacy Policy.
1. Who we are and your contract with us
Insider Match Limited is a company registered in England and Wales.
Company number: 16927765
Registered office: recorded on the Companies House public register
Email: contact@insider-match.com
Insider Match is an online career coaching service. We do not operate a customer facing office or receive general correspondence by post. Please use email for all enquiries, requests and notices.
When you book and pay for a session, your contract for the coaching service is with Insider Match Limited. Insider Match receives your payment, manages the booking, arranges delivery of the service, handles complaints and refunds, and pays the coach.
Sessions are delivered by independent, self employed coaches engaged through Insider Match. Coaches are not employees of Insider Match and do not become a party to your contract unless we expressly tell you otherwise.
A contract is formed when payment has been accepted and we or our booking provider send you a booking confirmation. We may reject or cancel a booking where there has been an obvious pricing, availability, payment or technical error. If we cancel for one of these reasons, we will return any payment received for the affected service.
By completing a booking, you agree to these Terms and the policies referred to above.
2. Eligibility and personal use
You must be at least 18 years old to book or receive a session.
You agree to:
- Provide accurate and complete information
- Book and use the service only for your own career development
- Provide documents and information that you are entitled to share
- Use a suitable device, internet connection and private environment for the session
- Join on time and follow reasonable preparation instructions
- Treat coaches and Insider Match personnel respectfully
You must not make a booking for another person unless Insider Match has agreed in advance and the person receiving the service separately accepts these Terms.
3. The services
The service you purchase is the service shown in the booking flow and confirmation email.
3.1 CV Strategy
CV Strategy is a 50 minute live coaching session focused on improving a CV for a specific target role.
The normal written follow up includes bullet feedback and priority improvements.
It does not include a formal scorecard or readiness rating.
3.2 Interview Coaching
Interview Coaching is a 55 minute live session using guided practice and real time feedback to improve interview answers.
The normal written follow up includes a strengths and gaps summary and a practice plan.
This is a coaching service, not a formal assessment. It does not include rubric scores or a formal readiness rating.
3.3 Mock Interview
Mock Interview is a 55 minute simulated interview and structured assessment.
The normal written follow up includes a formal scorecard, the most urgent improvements, a readiness signal and practice tasks.
This is the only service that includes a formal scorecard and readiness signal.
3.4 Preparation and written follow up
Reasonable coach preparation and the stated written follow up form part of the service. They are not separate paid extras.
The coach may adapt the focus of a session to your target role, application stage, submitted materials and the time available.
Written follow up is normally provided within 24 hours after the session. If it remains missing after 48 hours, the remedies in the Cancellation, Rescheduling and Refund Policy apply.
4. What Insider Match does not provide
Insider Match provides career coaching and preparation only.
Insider Match is not:
- A recruitment agency
- An employment business
- A headhunter
- An employer representative
- A referral marketplace
Neither Insider Match nor a coach promises or provides, as part of any paid or unpaid service:
- A job referral or internal introduction
- Access to a hiring manager or recruitment process
- Influence over a recruitment decision
- An interview, assessment centre invitation, job offer or promotion
- Confidential employer, client or candidate information
- Internal employer documents or restricted interview materials
- A particular application or interview outcome
You must not ask, pressure or encourage a coach to provide a referral, disclose confidential information, use employer influence or contact you outside the approved Insider Match process.
Information given during coaching is general career guidance. It is not legal, tax, financial, immigration, medical or other regulated professional advice.
5. Coaches, verification and anonymity
A coach may appear under an alias rather than their legal name.
Insider Match privately verifies each listed coach's identity, current employer, current role, broad department or team and professional level before their profile is published, and re-verifies current employment at least every six months. A Verified Insider badge does not mean that the coach's employer endorses Insider Match, the coach or the coaching service.
The public profile may show the coach's alias, current firm, current role, broad department or team, professional level, approved profile wording, services, prices and verification month. The firm and role are the named firm and role, shown at a broad department or team level rather than a narrow sub team.
We do not normally disclose the coach's legal name, personal contact details, LinkedIn profile, photograph, verification evidence, narrow sub team, office or client information.
Coach profile information may change. Coaches must notify us of relevant employment changes, and we may update, pause or remove a profile.
Verification reduces identity and employment risk but does not guarantee compatibility, communication style, candidate satisfaction or a particular result.
You must not attempt to identify, investigate, pressure or contact an anonymous coach outside the approved service process.
More information is available on our Coach Verification, Anonymity and Independence page.
6. Booking and availability
Bookings are normally made through an Insider Match coach profile and a Cal.com booking page.
Available times depend on the coach's schedule and are not guaranteed. You will see the coach's bookable slots through the Cal.com booking page. You will not see the coach's private calendar or events.
We normally require a minimum notice period between booking and the session, shown at booking, so that the coach has reasonable preparation time.
After booking, you may be redirected to a Tally preparation form. We may also send the preparation form by email.
Payment is required before the booking is confirmed.
A Google Meet link or another approved meeting link will be provided for the session.
7. Prices, payment and VAT
The total price is shown before you confirm the booking.
Prices may vary by service, coach track, professional level, promotion or discount. A price change will not affect a booking that has already been confirmed and paid.
Payments are processed by third party providers such as Stripe. Their own terms and privacy notices may also apply.
Insider Match does not receive or store full payment card details.
At the date of these Terms, Insider Match is not registered for UK VAT and does not charge VAT. The price shown at booking is the total amount payable to Insider Match, excluding any separate foreign exchange, card or banking fee charged by your own provider.
If our VAT status changes, this may affect prices for future bookings. It will not change the price of a booking already confirmed and paid.
8. Preparation form and documents
You should complete the preparation form and submit any requested CV, job description or supporting information as soon as possible and no later than 24 hours before the session.
The session remains booked if your preparation information is incomplete or late.
Late or missing information may limit the coach's ability to personalise the session. It does not by itself create a right to a refund, extension or free replacement session.
You are responsible for removing information that is unnecessary, confidential or not yours to share.
Do not upload:
- Confidential employer or client documents
- Live interview questions obtained in breach of an obligation
- Personal data about another person without permission
- Special category or highly sensitive information unless it is genuinely necessary
9. Cancellation, rescheduling and refunds
The full rules are set out in the Cancellation, Rescheduling and Refund Policy, which forms part of these Terms.
9.1 Cancellation
You may cancel directly through the cancellation link in your Cal.com confirmation email. You do not need to email Insider Match separately to make the cancellation effective.
Cal.com cancellation does not itself issue a refund.
Insider Match will review the cancellation notification, check whether a refund is due, and manually initiate an eligible refund to the original payment method, normally within two business days of receiving the notification.
If you cancel more than 24 hours before the scheduled start time, we will normally provide a full refund.
If you cancel within 24 hours of the scheduled start time, the booking is normally treated as used and no refund is normally available, subject to statutory rights and any exceptional circumstances that we agree to review.
9.2 Rescheduling
Do not cancel through Cal.com if you want to move the session.
To request a reschedule, contact contact@insider-match.com before cancelling so that we can update the coach, calendar event, meeting link and preparation workflow correctly.
If you contact us more than 24 hours before the scheduled start time, you may reschedule free of charge, subject to your coach's availability.
A change requested by the coach does not count against you.
We ask only that you keep changes reasonable. If a session is moved repeatedly, we may ask you to make a fresh booking.
A reschedule request made within 24 hours is normally treated as a late change and a free reschedule is not normally available.
9.3 Lateness and non attendance
The coach will normally wait for 10 minutes after the scheduled start time.
If you join late, the session will normally finish at the original end time.
If you have not joined after 10 minutes, the coach may end the session and the booking will normally count as used.
9.4 Coach cancellation or lateness
If the coach cancels or does not attend, you may choose a priority rebook, a suitable alternative coach or a full refund.
If the coach is more than 15 minutes late, you may end the booking and choose a priority rebook or a full refund.
Detailed rules for technical issues, materially shortened sessions, missing deliverables and other service problems are contained in the Cancellation, Rescheduling and Refund Policy.
10. Fourteen day cancellation right
Where UK consumer cancellation rules apply, you normally have 14 days from the date the booking contract is made to cancel without giving a reason.
During booking, you are required to confirm:
By booking, you request that Insider Match begins providing the service within the 14 day cancellation period and acknowledge that once your session has been fully delivered you lose the statutory right to cancel it.
The service may begin before the live session because the coach may review your preparation information and prepare for the session.
If you cancel after the service has begun but before it has been fully performed, we may deduct or charge a proportionate amount for the service supplied before cancellation, where the law permits.
Once the service has been fully performed following your express request and acknowledgement, you may lose the statutory right to cancel that completed service.
The commercial 24 hour cancellation rules are additional to, and do not replace, statutory rights that apply.
You may give cancellation notice through the Cal.com cancellation link or by emailing contact@insider-match.com. A model cancellation form is available at /legal/cancellation-form where required, but you are not required to use it.
11. Optional Gemini assisted meeting notes
Insider Match may offer the optional use of Take notes with Gemini during a Google Meet session.
The feature uses artificial intelligence to process spoken content and produce a written summary of the session. It is not intended to create a transcript or an audio or video recording.
Gemini assisted notes are optional and are not a condition of receiving the service.
Agreeing to these Terms does not amount to consent to use the feature.
The feature will be activated only where the candidate and coach have separately agreed. We may ask about your preference before the session, and clear consent will be requested again immediately before the feature is activated.
You may refuse without losing the session, receiving a lower standard of service or paying a different price.
Either participant may ask for note taking to stop at any time.
AI generated notes may be incomplete, inaccurate or attribute a statement to the wrong person. Any candidate facing deliverable must be reviewed by the coach or an authorised Insider Match reviewer before it is sent.
Candidates normally receive the service specific written follow up rather than the raw Gemini notes.
The collection, access, retention and deletion of Gemini assisted notes are explained in the Privacy Policy.
12. Session recording
Sessions are not recorded or transcribed.
You must not record, transcribe, photograph, stream or distribute any part of a session. The optional Gemini assisted notes feature described in section 11 is the only permitted AI assisted note taking, and using it does not give you permission to make your own recording or transcription.
We may end a session and restrict future access where an unauthorised recording is made or threatened.
13. Candidate conduct
You must not:
- Harass, abuse, threaten or discriminate against a coach, member of staff or another user
- Use unlawful, hateful, sexually inappropriate or otherwise harmful content
- Impersonate another person or provide materially misleading information
- Ask for a referral, confidential information or hiring influence
- Attempt to identify or contact an anonymous coach outside the approved process
- Circumvent the booking or payment process
- Scrape, copy, attack, disrupt or misuse the website, forms, booking tools or communications
- Use a session to obtain confidential employer, client or candidate information
- Share material that infringes another person's rights
Where reasonably necessary, we may end a session, refuse or cancel future bookings, restrict access, preserve evidence and report unlawful conduct.
Any refund in those circumstances will depend on the facts, the Cancellation, Rescheduling and Refund Policy and applicable law.
14. Candidate information and privacy
We process personal data as explained in the Privacy Policy.
Information relevant to preparing for and delivering the session may be shared with the booked coach. This may include your first name, target role, application stage, preparation responses, CV, job description and meeting details.
Calendar invitations, meeting links and display names may reveal your name or email address. Candidates should not assume that they are anonymous to the booked coach.
The coach may use your information only to prepare for, deliver and reasonably follow up on the booked service.
You are responsible for ensuring that information and documents you submit are lawful, accurate and appropriate to share.
15. Intellectual property and permitted use
Insider Match and its coaches retain ownership of their respective frameworks, templates, guides, scorecards, questions, training materials, branding and other original materials.
You retain ownership of your CV and other original material that you submit.
You give Insider Match and the assigned coach a limited permission to access, copy and use your submitted material only as reasonably necessary to provide, administer and review the service.
Materials and deliverables supplied to you may be used personally for your own applications, interviews and professional development.
Unless we agree in writing, you must not:
- Sell, sublicense, publish or redistribute the materials
- Upload or distribute them as your own product
- Use them to provide coaching or training to others
- Remove ownership notices
- Reproduce substantial parts for commercial use
- Use confidential or proprietary session materials to train or develop a commercial artificial intelligence system
General knowledge, skills and experience that you gain from a session remain yours to use.
16. Reviews and testimonials
Only a person connected to a completed booking may submit a verified session review.
A review must be honest, relevant and based on personal experience.
You must not include confidential information, personal contact information, the coach's suspected legal identity or information that could identify an anonymous coach.
We may decline, delay, redact or remove content where reasonably necessary to protect privacy, investigate a dispute, comply with law or enforce these Terms.
We will publish written feedback as a testimonial only where the required permission has been obtained.
17. Complaints and service quality
Services must be delivered with reasonable care and skill.
If you believe that a session was not delivered as booked, the coach behaved unprofessionally or the service fell materially below a reasonable standard, contact contact@insider-match.com as soon as possible and preferably within 48 hours of the session.
A later report does not remove any statutory right you may have.
We may ask for relevant information, obtain the coach's account, and review booking records, communications and deliverables.
We aim to issue a decision within 5 business days after receiving the information reasonably needed for our review.
Depending on the circumstances, a remedy may include:
- Completion or repeat performance
- A rebook with the same or another coach
- A partial refund
- A full refund
- No further action where the service was properly supplied
18. Availability, changes and events beyond our control
We do not guarantee that a particular coach, time slot, service or price will remain available for future bookings.
A coach may become unavailable because of employment, personal, verification or scheduling changes.
Where we cannot deliver a confirmed session as agreed, we may offer a different time, a comparable coach or a refund.
We are not responsible for delay or failure caused by events outside our reasonable control, including widespread internet, cloud, calendar, payment or video platform failures. We will take reasonable steps to reduce disruption and provide an appropriate remedy where the booked service cannot be delivered.
We may update service descriptions, processes, prices and these Terms for future bookings. The version accepted when you book will normally apply to that booking.
19. Our responsibility
Insider Match is responsible for supplying the service under your contract with us.
Coaches use professional judgement, and opinions or recommendations may differ between coaches. Career decisions remain yours.
We do not control and are not responsible for decisions made by employers, recruiters, universities, assessment providers or other third parties.
We are not responsible for an unsuccessful application, interview, assessment, job offer, promotion, salary outcome or other career result merely because you used the service.
We are responsible for loss or damage that is a foreseeable result of our breach of these Terms or our failure to use reasonable care and skill.
We are not responsible for loss or damage that was not foreseeable when the contract was formed.
The service is supplied for personal career development. If you use it for a commercial or business purpose that we have not agreed, we are not responsible for business losses, including lost profit, lost revenue, lost opportunity or business interruption, to the extent permitted by law.
Nothing in these Terms excludes or restricts:
- Liability for death or personal injury caused by negligence
- Liability for fraud or fraudulent misrepresentation
- Your statutory consumer rights
- Any other liability that cannot lawfully be excluded or restricted
20. Ending or restricting access
You may stop using Insider Match at any time, subject to the rules applying to existing bookings.
We may suspend or refuse access, cancel a booking or end a session where we reasonably believe that:
- These Terms have been seriously or repeatedly breached
- A person presents a safety, fraud, harassment, confidentiality or legal risk
- Payment is unauthorised, reversed or disputed
- Continuing would expose a coach, candidate or Insider Match to harm
Where possible and appropriate, we will explain the reason.
This section does not remove any refund or statutory right that applies.
21. Governing law and courts
These Terms and your contract with Insider Match are governed by the law of England and Wales.
The courts of England and Wales will have jurisdiction, except that:
- If you live in Scotland, you may bring proceedings in Scotland
- If you live in Northern Ireland, you may bring proceedings in Northern Ireland
- Any mandatory consumer protection available in the country where you live continues to apply where the law requires it
22. General terms
If any provision is found to be unlawful or unenforceable, the remaining provisions will continue to apply.
A delay in enforcing a right does not waive that right.
No person other than you and Insider Match has a right to enforce these Terms under the Contracts (Rights of Third Parties) Act 1999, unless these Terms expressly state otherwise.
These Terms, the booking confirmation, the service description, the Cancellation, Rescheduling and Refund Policy and any information that consumer law requires to form part of the contract together contain the agreement for the booked service.
If there is a conflict, mandatory law takes priority. Otherwise, a specific written booking confirmation takes priority over these general Terms for that booking, followed by the Cancellation, Rescheduling and Refund Policy and then these Terms.
23. Contact
Questions about these Terms may be sent to:
Insider Match Limited
Email: contact@insider-match.com
Registered office: recorded on the Companies House public register
Questions about this document? Email contact@insider-match.com.