Applies to: 1:1 coaching and mentoring sessions, and AI Opportunity Mapping Sessions, booked and paid for online.
Why we have this policy
When you book a session, that time is held for you and your coach prepares for it. If a booking is cancelled at short notice, the time cannot be offered to anyone else. This policy is set up so the terms are clear before you book, not after.
Rescheduling and cancelling
| When you tell us | What happens |
|---|---|
| More than 24 hours before your session | Reschedule or cancel at no cost. A cancellation is refunded in full |
| 24 hours or less before your session | The session fee is retained. You may reschedule once, at our discretion, within 30 days |
| You do not attend | The session fee is retained |
Running late. If you are late, we will use the time remaining in your booked slot. We cannot run over into the next booking.
Changing your mind before the window. You can reschedule as often as you need outside the 24 hour window. Please do not book a holding slot you are unsure about.
If we need to change a session
If we cancel or reschedule, you choose: an alternative time at no cost, or a full refund. We will give you as much notice as we can.
If something unexpected happens
Illness, an emergency, or something genuinely outside your control. Tell us and we will usually reschedule you at no cost. We would rather you were honest with us than lost your money, and we trust people to use this reasonably.
How to cancel or reschedule
Use the link in your booking confirmation email, or email programs@25eight.co. Your request takes effect when we receive it.
A few other things
Payment. Sessions are paid for at the time of booking.
Session summaries. Coaching and mapping sessions are not video recorded. We use the automated note-taking feature in Google Meet, which produces a written summary and a transcript of what was said. You can ask for this to be turned off at any time. See our Privacy Policy.
Confidentiality. What you share in a session stays in that session.
Your consumer rights. Nothing in this policy limits your rights under the Australian Consumer Law. If a session does not meet the consumer guarantees, you have rights that this policy cannot exclude.
Questions. programs@25eight.co