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Policies

Introduction

Here's a simple guide to Thorn’s policies for one-on-one online coaching sessions and document services.

 

These policies only apply to individuals booking services online using Thorn’s online Client Portal. They do not apply to services provided to businesses, and they may change so please consider checking for updates each time you book.

Services

Individual Sessions: You can book and pay for sessions one at a time, using the Client Portal.

Document Services: Please send me a message on the Client Portal with instructions and a copy of the document. You will then get a quote based on the time needed to complete the work.

If you are happy with the quote, you will need to ‘Approve’ it online – this locks in the price. You will then get an invoice and I will start on the work.

 

Monthly Plans

You can sign up for a monthly plan, giving you a package of 5 or 10 hours every month. You can use these pre-purchased hours to book Individual Sessions or to pay for Document Services.

You will get an invoice when you first subscribe, then another invoice every month.

Each month I will credit you with a package of 5 or 10 hours, depending on your plan.

You have 5 years to use your hours before they expire. They also roll over from month to month so you don’t have to worry if you can’t use them all in one month.

Unfortunately, I can't give you a refund for unused hours, but you can keep track of your balance on the Client Portal and you can change, pause or cancel your subscription at any time.

Please let me know about any changes you want to make to your subscription at least 7 days before I am due to invoice you so that I have time to update the system.

Prices

My standard hourly rate is currently GBP 35/hour.

This standard rate can change, so when booking and paying for Individual Sessions please note that the rate will always be the rate showing on the Client Portal when you book your Session.

The standard rate is discounted by 5% if you choose a 5 hour per month plan and by 10% if you choose a 10 hour per month plan.

I might offer extra discounts too. If I do, these will be agreed with you and will be applied after any Monthly Plan discounts. I can cancel the discount with thirty days’ notice.

For Document Services, I may charge per word in some circumstances – this will be made clear on your quote.

Prices do not currently include any VAT, but this may be added in the future.

Paying

For Individual Lessons, please pay on the Client Portal when you book (unless you have a Monthly Plan). You can use credit/debit cards or PayPal. Please contact me if you would prefer to pay by bank transfer.

For Monthly Plans, you will receive an invoice to your email address, and you can also see what you owe on the Client Portal.

Please pay invoices within 7 days of getting them. You can pay using a credit/debit card, PayPal or bank transfer. I may charge interest on late payments in extreme circumstances!

I prefer to be paid in British Pounds but can accept (and invoice) in other currencies if necessary – please let me know.

Cancellation/Rescheduling of Individual Sessions

You may cancel or reschedule your session free of charge up until 12 hours before the session. If you can’t make a session and there’s less than 12 hours until it starts, the session will be cancelled without a refund.

Please get in touch if you are running late. If you have not joined the session within the first 15 minutes the appointment will be considered cancelled.

In the unlikely event I am unable to attend a session we will agree a new time. Any fees paid will apply to the rescheduled session.

Other things to consider

I have designed these policies to be clear and simple, but if you have any questions please let me know.

If I update the wording of these policies, I will try to notify all existing clients as soon as possible, but this should not be relied upon.

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