Operations Policy — Free service

Change or cancel on the case page until 24 hours before the session. For later changes, contact us. There are no cancellation or absence fees during free service.

If attendance is not confirmed 15 minutes after the start, the coach records the absence or non-completion and operations reviews the circumstances. A session is not automatically recorded as completed. Contact us about a replacement after connection problems or a first absence. Repeated unannounced absences may affect future availability. Extensions for late arrivals depend on later bookings.

For coach unavailability or service failures, operations arranges a replacement date or coach. Use the case’s report/consultation feature or Contact page for coaching or report concerns. As service is free, there is no payment to refund.

Before starting, the coach checks the individual consent status. Cases without consent, with declined consent or with withdrawn consent must not be recorded or sent to external AI. The coach also announces recording in the meeting and checks any additional participant’s wishes. Stop recording if consent is unconfirmed. Retention follows the Privacy Policy and processing follows the Recording and AI notice.

If a Zoom invitation or report has not arrived, contact us with the case number. Operations reviews delayed cases, failed notifications and deletion failures, then follows up. When a coach pauses, operations coordinates outstanding cases.