What is your refund policy?
You may request a refund up to 48 hours before your appointment by emailing us at firstname.lastname@example.org to cancel your appointment.
There are no refunds issued for appointments that are cancelled or rescheduled within 48 hours of an appointment time.
How does rescheduling and cancellation work?
Before 48 hours of an appointment time:
You may reschedule your appointment or request a cancellation by emailing us at email@example.com.
Within 48 hours of an appointment:
Your coach takes time to review your notes before your appointment. To respect their time, we have a strict 48-hour cancellation policy. If you request a cancellation within 48 hours of the appointment, there are no refunds.
You may still email firstname.lastname@example.org to request to reschedule your appointment, however, at such short notice it is unlikely your new time will be available until your following appointment.
What if I'm late or miss an appointment?
If you are late:
Your coach will wait for you for 20 minutes. If you do not arrive by this time, your coach will mark your appointment as a no-show. Coaching sessions require time for a recap, discussion, and investigation, followed up by collaborative problem-solving to establish a detailed and personalised plan. If you are more than 20 minutes late for your session, we will be unable to accomplish these goals in the time remaining.
If you miss your appointment (no-show):
There are no refunds for no-shows. If you find you struggle to remember your appointments, let us know and we can help you build a system of notifications to help you. We also email you a reminder the day before each session.
What do I need for online coaching?
Video Conferencing Equipment:
Please ensure you have a laptop or PC + webcam for your Zoom meetings. If you do have to use your phone for a session, please ensure it is mounted at head height and is connected to a stable Wi-Fi connection.
Please ensure you have a quiet, private location with minimal distractions to conduct your Zoom session.
Please be dressed suitably and ready to meet your coach as you would in a face-to-face setting.
Will I receive my session notes?
You will receive your coach’s session notes via email within 48 hours of your session.
You may find it helpful to bring a pen and paper to record ideas you wish to implement immediately.
Will I have coaching during public holidays?
Because we operate internationally over Zoom, your session time, session date and even your regional public holidays may differ from your coach.
As a result, we require you to email email@example.com if there is an upcoming public holiday that prevents you from attending a session. As always, 48 hours’ notice is required for appointment rescheduling or cancellation, however, if you are able to provide more advanced notice of your upcoming holidays your coach will appreciate it.