General Terms and Conditions for the Sale of Online Courses, Audio Recordings, and Services

I. Introductory Provisions and Purpose of the Terms and Conditions



II. Key Terms and Definitions

Phone: +420 722 931 516
Email: contact@anna-poppel.com


Anna Hlavačková and Hanka Toulavá (hankatoulava.cz), are joint owners of the proprietary Systemagica method/framework.

The co-owner is:

Bc. Hana Toulavá

Business ID (IČ): 03721272

Registered Office: Bohdalice 52, Bohdalice-Pavlovice 683 41, Czech Republic

Trade Register of the Trade Licensing Office of the City of Brno since 14 January 2015

Phone: +420 733 473 057

Email: hanka@hankatoulava.cz

III. General Provisions on Digital Content and Products

IV. Order and Conclusion of the Purchase Agreement

Before submitting the order, the Buyer is allowed to review and modify the entered information and correct any errors.
 The order is submitted by clicking the “Confirm Purchase and Pay” button.

Upon receipt of the order, I will notify you by email sent to the electronic address you provided in the order.
 This notification is sent automatically and does not constitute acceptance of the order unless explicitly stated.
 If confirmation of acceptance is not included in the initial message, I will send a separate confirmation by email.
 Until you receive such confirmation, the order may be canceled by phone or email (using the contact details provided in Article II of these Terms).
 The Purchase Agreement is concluded at the moment the confirmation of order acceptance is delivered to the email address provided in the order.

If there are any doubts, I may contact you to verify the authenticity of the order. If the verification is unsuccessful, the order is deemed not to have been submitted, and it will not be processed.


V. Product Pricing and Payment

All payment methods are processed via Stripe, Inc., a secure and trusted payment gateway for card payments and online transfers.
 Card numbers, banking credentials, and personal details are entered via a secure and encrypted Stripe channel.

Any additional payment methods will be listed on the website or may be agreed upon individually.
 All prices are payable in Euros (EUR).

For online card payments or instant bank transfers, the purchase price is due immediately upon conclusion of the Purchase Agreement.

A payment receipt and invoice will be issued upon receiving your payment.
 For online payments, the invoice will be sent immediately after successful payment.
 For other methods, the invoice will be sent within 3 business days of payment receipt.

Withdrawal from the Purchase Agreement (these Terms and Conditions) during the instalment period or while the course or coaching programme is in progress is only possible in exceptional cases, which must be individually discussed and approved by the service provider.
 In the event of withdrawal, the Buyer is not entitled to a refund of any amounts already paid.

VI. Delivery Terms

Depending on the product, delivery may include:

a) Email delivery of digital content – provision of access credentials, links or files (including, as applicable, PDFs, MP3s, videos, or other downloadable/streamable materials).
 b) Invitation to a live online session – provision of a unique link or calendar invitation enabling participation in a scheduled online session.
 c) Access to a recording – provision of a link enabling streaming or download of a video/audio recording.
 d) Access to a private online group – provision of access (e.g., a Facebook group, a Telegram group) that may contain study materials, community support, or implementation guidance.
 e) Access to a private collaboration space for coaching programs – for multi-week or multi-month coaching/mentorship delivered via a messaging or collaboration platform (e.g., Slack), delivery is initiated by granting the Buyer access to a private Slack channel or workspace designated for the program. Throughout the coaching term, the Provider will deliver services and associated materials within this space, which may include, without limitation, written and voice guidance, office-hour or response-window support, ChatGPT prompts/agents, templates, links, and working documents (e.g., Google Docs) as specified in the service description or as agreed individually. The scope, cadence, and format of delivery (including response windows and business days/hours, if applicable) are those stated in the relevant offer or agreed before purchase.
 f) Access to members-only areas or private workspaces – where applicable, provision of access to restricted areas or workspaces (e.g., members’ area of a website, shared Google Drive/Docs folders, Notion workspace) used to host or organize program materials.

For access-based services under (d), (e) and (f), the Buyer is responsible for (i) maintaining a compatible device, internet connection, and platform account(s), and (ii) accepting invitations and keeping login credentials secure. If the Buyer fails to join the designated platform within 7 days of the invitation being issued, the service shall be deemed made available on the date the invitation was sent.

For services, such as consultations, the session will take place at a pre-agreed location (which may also be online) and time.
 If the client is unable to attend, they must notify the provider at least 24 hours prior to the scheduled appointment.
 If the consultation does not take place and the Buyer has not informed the provider, it shall be deemed that the consultation was conducted as scheduled.

The provider undertakes to maintain strict confidentiality regarding all private matters and business information disclosed by the Buyer during the course of service delivery. Any breach of this confidentiality that could result in harm to the Buyer is strictly prohibited.

a) Online courses will be delivered within 3 business days after the payment has been credited to my bank account.
 For payments made via online card payment or instant bank transfer, the product will be delivered immediately upon payment confirmation.

b) An exception applies when the course has a fixed start date for all participants, which is clearly communicated in advance.

c) The delivery of services (e.g., consultations) is agreed individually after the order is confirmed or through prior mutual arrangement.

d) For coaching programs delivered via a collaboration/messaging platform (e.g., Slack), service delivery commences upon granting platform access or on the mutually agreed start date, whichever occurs later, and continues for the duration specified in the offer. Access invitations are typically issued within 3 business days after payment is credited, unless stated otherwise. If the Buyer does not join the platform within 7 days of the invitation being issued, the service is deemed made available on the date the invitation was sent.

Quality issues and defects relating to delivered digital content or access-based deliveries are handled under Article X (Defects / Non-Conformity).

VII. Functionality of Digital Content, Compatibility with Hardware and Software, and Copyright Protection

For brand and proprietary method notices (including Voice to Visibility™, NeuroTouch™, and Systemagica™), see Article XII (Proprietary Methods, Trade Names, and Branding).

Use of program names and marks is further governed by Article XIII.


VIII. Cancellation Terms for Services

This Article governs cancellation/rescheduling of time-specific services; defects in digital content and access are handled under Article X.

1. Cancellations of Sheduled Consultations/Sessions and Fees
 a) Cancellation more than 7 days before the agreed date (i.e., on day 8 and earlier) is free of charge.
 b) Cancellation 7 days or fewer before the agreed date incurs a cancellation fee of 50% of the service price.
 c) The cancellation fee serves as partial compensation for: (i) reserved capacity/time that can no longer be offered to other clients, (ii) administrative handling of cancellations, and (iii) non-refundable third-party payment processing charges (e.g., card gateway fees).

2. Rescheduling
 a) Rescheduling is free of charge if requested more than 7 days in advance.
 b) In case of illness or a serious unforeseen event, an individual late rescheduling may be agreed.
 c) Such late rescheduling may be used at most once per 6 months.

3. No-Show without Notice
 If you do not attend the scheduled session and fail to notify me in advance, 100% of the service price is charged.

4. Contact Details for Cancellations/Changes
 For cancellations or changes, please contact me by email or by phone (see the contact details on anna-poppel.com or in these Terms and Conditions). Messages via Messenger or similar platforms will not be taken into account for cancellation/rescheduling purposes.

5. Packages and Multi-Session Programs (including Slack-based coaching)
 a) Definition and Commencement. A “Package” means a block of prepaid sessions and/or a time-bound coaching/mentorship delivered over a defined term (e.g., a 3-month Slack program). A Package begins on the agreed start date or upon granting access to the designated collaboration space (e.g., Slack), whichever occurs later (see Article VI(2)(d)).
 b) Cancellation Before Commencement. If a Package is canceled more than 7 days before commencement, no cancellation fee applies. If canceled 7 days or fewer before commencement, a 50% cancellation fee applies.
 c) After Commencement – Non-Refundable. Once a Package has commenced, the fee is non-refundable. This reflects the reserved capacity, access granted (e.g., Slack), and ongoing delivery of materials (e.g., prompts, templates, shared documents).
 d) Rescheduling Within a Package. Individual session times within a Package follow the Rescheduling rules in point 2 above. A no-show counts as a used session.
 e) Pause/Extension. One pause of up to 14 calendar days may be granted by mutual agreement during the Package term. Longer pauses or extensions may be agreed in writing and may be subject to an administrative fee.
 f) Expiry. All sessions and access rights included in a Package must be used within the Package term. Unused sessions expire at the end of the term and are not refundable.
 g) Transferability and Seat Use. Packages are personal and non-transferable unless we agree in writing otherwise. Unless expressly agreed, access is for one natural person (one seat); credential sharing is not permitted (see Article VII).
 h) Punctuality. If the Buyer is late to a scheduled session, the session will still end at the original end time. If the Provider is late, the lost time will be made up or another session will be scheduled by agreement.
 i) Time Zone. All scheduling is based on the Provider’s time zone (Europe/Prague), unless expressly agreed otherwise.

6. Time-Specific Services and Statutory Withdrawal
 a) For time-specific services booked for a particular date or period (e.g., a scheduled online session/consultation on a fixed date and time), the statutory 14-day right of withdrawal for distance contracts does not apply once a specific performance date is agreed and confirmed.
 b) For packages/coaching programs (multi-week or multi-month) that begin before the expiry of any statutory withdrawal period at the Buyer’s request (e.g., granting Slack access or holding the intake session), the Buyer acknowledges that:
 i) the Provider begins performance upon such request;
 ii) if the Buyer withdraws within the statutory period, the Buyer owes proportionate payment for services already provided; and
 iii) once the services are fully performed, the right of withdrawal no longer applies.
 This clause complements Article XI(11) and Article VI(2)(d).

7. Refund Method and Timing
 a) Where a refund is due under these Terms, the refund will be made to the original method of payment (unless technically impossible) within 14 days of confirmation of eligibility.
 b) The refundable amount equals the amount received minus any applicable cancellation fee under VIII(1) (or other agreed fee under Article IX) and minus any transaction amounts not refunded by the payment processor (card gateway/bank) under their rules.
 c) Where the Buyer paid by bank transfer, the Buyer must provide correct bank details; the Provider is not liable for delays caused by missing/incorrect details.
 d) Refund processing times may vary based on the Buyer’s bank or card issuer’s policies.


IX. Withdrawal from the Purchase Agreement

For time-specific services (fixed-date online sessions) and multi-month coaching packages, see the cancellation and commencement rules in Article VIII [Cancellation Terms] and Article XI [Enrollment, Onboarding, Commencement, and Package Terms].

X. Liability for Defects in the Supply of Digital Content and Complaints Procedure

Scope and Applicability.
 This Article applies to digital content and access-based deliveries, including (without limitation) content provided via a members’ area, Slack workspace/channel, Google Drive/Docs links or folders, downloadable/streamable files (e.g., PDFs, audio, video), and recordings or access links delivered by email. It covers defects/non-conformity in such content or access (e.g., corrupted files, broken links, missing permissions, defective playback).
 Time-specific live sessions/consultations delivered on a fixed date/time are governed by Article VIII (Cancellation Terms for Services) for cancellation/no-show rules, and by Article XI (Enrollment, Onboarding, Commencement & Package Terms) for package structure and performance; consumer withdrawal rules are in Article IX. Payment and billing issues are governed by Article V (Price & Payment).

XI. Enrollment, Onboarding, Commencement, and Package Terms (Coaching & Mentorship)

1) Pre-Enrollment; No Obligation.
 Before purchase, the parties may hold a complimentary discovery call to assess fit. No agreement arises from the discovery call alone.

2) Offer, Acceptance, and Deposit (if applicable).
 Following pre-enrollment, the Provider may issue an Offer Summary (program scope, term, delivery channel(s), fees, payment schedule, start window) together with these Terms. The Package is formed when the Buyer accepts in writing and (if required) pays a reservation deposit. Unless stated otherwise, any deposit is credited against the Package price and is non-refundable once the start date is scheduled.

3) Commencement.
 A Package commences on the earlier of:
 a) the completion of the intake session; or
 b) the Provider granting the Buyer access to the designated collaboration space (e.g., Slack channel/workspace) (see VI(2)(d)).
 From Commencement, delivery proceeds on a rolling basis via Slack/Google Drive/Docs/Google Meet or as specified in the Offer Summary.

4) First Month – Non-Refundable Set-Up & Delivery Window.
 The first 30 days from Commencement constitute an intensive set-up and delivery window (onboarding, structure design, access provisioning, initial coaching cadence). Fees for this first month are non-refundable. If the Buyer selected an installment plan, the first installment is always non-refundable.

5) Early Termination – Mutual Fit Safeguard.
 a) Provider discretion (misfit/safety/integrity). If, in the Provider’s reasonable professional judgment, the engagement is a misfit, violates safety or integrity expectations, or cannot be responsibly continued, the Provider may terminate after the first 30 days with pro-rata refund of any unused full months (excluding the non-refundable first month and any delivered work/artifacts).
 b) Buyer request to end early. If the Buyer requests early termination after Commencement, fees are non-refundable, and any outstanding installments remain due. The Provider may, at her sole discretion, approve a mutual early release; if granted, the release will set out any settlement (e.g., payment of the next installment or an early-exit fee) and the access cut-off date.
 c) Right to refuse re-entry. If terminated under this clause, the Provider has no obligation to accept the Buyer into future programs.

6) Payment Plans; Default.
 Payment plans are a convenience, not a month-to-month contract. The Buyer commits to the entire Package price. In case of default or an installment more than 14 days overdue, the entire remaining balance becomes immediately due (see also V(6)). Access may be suspended pending payment.

7) Scheduling; No-Shows; Punctuality.
 Individual session times within a Package follow VIII(2) (Rescheduling). A no-show counts as a used session (see VIII(3)). Sessions end at the scheduled time if the Buyer is late; if the Provider is late, time will be made up or another session offered.

8) Hardship Pause (Serious Events).
 In case of hospitalization, serious illness, bereavement, or other comparable hardship, the Buyer may request a pause of up to 30 calendar days within the Package term. Evidence may be requested. One hardship pause per Package is customary; longer or multiple pauses require written agreement and may incur an administrative fee. Time-boxed programs may be extended by the length of the approved pause.

9) Conduct and Disclosures.
 The Buyer undertakes to (i) participate in good faith, (ii) maintain respectful conduct in all channels, and (iii) disclose material considerations relevant to safe, responsible coaching (e.g., current psychotherapy/psychiatric care or acute mental-health destabilization) to ensure appropriate boundaries, referrals, or pacing. The Provider may decline or terminate where responsible delivery is not possible (see 5(a)).

10) Access Scope and Seat Use.
 Unless expressly agreed otherwise, a Package provides access for one natural person (one seat). Credential sharing or seat substitution is not permitted (see VII). Access to Slack/Drive/Docs/Meet ends upon Package completion or termination.

11) Consumer Information (Distance Contracts).
 If the Buyer is a consumer, the statutory 14-day withdrawal right for distance contracts may apply before Commencement. Where the Buyer requests an immediate start (Commencement within the withdrawal period), the Buyer acknowledges that (i) the Provider begins performance upon such request, (ii) the Buyer owes proportionate payment for services already provided if withdrawing during the period, and (iii) once the services are fully performed, the withdrawal right no longer applies. This does not affect the non-refundability of the first month under clause 4 after Commencement.

12) Force Majeure.
 Deadlines, sessions, and obligations may be reasonably adjusted where either party is prevented or delayed by events beyond reasonable control (e.g., major outages, severe illness, governmental restrictions). Payment obligations already due are unaffected; any extensions will be communicated promptly in writing.

Digital artifacts arising within the program (e.g., files, recordings, transcripts, shared documents) are treated as digital content for defect handling under Article X.

XII. Confidentiality, Recordings, Transcriptions, References (Testimonials), and Use of De-Identified Insights

4.5. Source and authenticity. Testimonials published on www.anna-poppel.com reflect statements actually provided by clients, either submitted electronically to the Provider or posted publicly by clients on social media platforms.

4.6. Requesting testimonials. The Provider may invite clients to provide a testimonial after completion of the service engagement or after the client has materially experienced the product (e.g., completed a course). Providing a testimonial is voluntary; identifying details are published only with the client’s explicit consent (see XII.4.2).

4.7. Disavowal of doubtful statements. Statements appearing on social media profiles administered by the Provider (e.g., a Facebook page) that are reasonably suspected to have been posted by individuals who were not clients may be publicly disclaimed or removed where platform rules allow. The Provider may take reasonable steps to verify authenticity and to correct or clarify the record.

Delivery mechanics are described in Article VI; technical requirements and IP/license rules are in Article VII; personal data processing is detailed in the Privacy Policy (GDPR notice); branding and proprietary method notices are set out in Article XIII.

XIII. Proprietary Methods, Trade Names, and Branding

Licensing/acceptable-use rules for program materials appear in Article VII.

XIV. Complaints Handling and Consumer Dispute Resolution

XV. Final Provisions