Operating Policy

Up to 24 hours before the start you can change or cancel from the case screen, and the credits you used are returned. For cancellations inside 24 hours made by you, and for no-shows, we do not as a rule return credits or issue a refund. After that point please contact us.

If you have not joined 15 minutes after the start, the coach records the session as not held and our team checks what happened. We never mark a session as delivered automatically. If a problem with the coach's connection or equipment meant the session could not properly go ahead, we reschedule free of charge or return the credits in full. Problems with your own connection or equipment are treated as your responsibility as a rule, though we may allow a rescheduling as an exception. Whether a late start can run over depends on the next booking.

For sudden illness, an accident, a disaster or a similar unavoidable situation, we may allow one rescheduling or return the credits even inside 24 hours, where we judge it reasonable. We may decline to do so where exception requests are repeated or a claim appears to be untrue.

If a coach cannot run a session, or something is wrong with the service, we arrange a rescheduling, a different coach, or a full return of the credits used. If anything about a report or the coaching concerns you, use the report or contact link on the case screen. Services paid for with credits are returned in credits rather than cash as a rule.

The coach checks the consent status before starting. Cases without consent, or where consent was refused or withdrawn, are not recorded and are not processed by external AI. Recording is explained again during the meeting, and if someone else joins we check their wishes too. If consent cannot be confirmed, recording stops. Storage and deletion follow the Privacy Policy, and the processing itself follows the recording and AI notice.

If a Zoom invitation or a report does not arrive, contact us with the case number. Our team checks stalled cases, failed notifications and failed deletions, contacts the people involved and tries again. If a coach stops working with us, we arrange the handover of confirmed cases.