Introduction: This policy outlines the cancellation and rescheduling terms for clients of Wellness Haven to ensure clarity and fairness for both clients and coaches. It aims to balance the need for flexibility with the need to protect the coaches’ time and effort.
Cancellation Policy:
Single Session Cancellations:
- Notification Requirement: Cancellations must be made with at least 24 hours' notice.
- Non-Refundable Cancellations: If a session is canceled with less than 24 hours' notice, the session fee is non-refundable, and the coach will still be compensated.
Package Cancellations:
- Refund Window: Clients have 72 hours (3 days) from the time of purchase to cancel and receive a full refund for package services.
- Non-Refundable Packages: After the 72-hour window, the package becomes non-refundable.
Rescheduling Sessions:
- Notification Requirement: Clients must provide at least 24 hours' notice to reschedule a session.
- Rescheduling Limits: Clients may reschedule a session up to 3 times within the package duration.
- End Date Enforcement: All sessions must be completed within the specified timeframe of the package; extensions are not allowed.
Scope of Expertise:
- Coach's Discretion: If the coach determines that a client's needs are beyond their scope of expertise, they reserve the right to refer the client to another coach or professional.
- Better Fit Transfers: Both coach and client can agree to transfer services to another coach within Wellness Haven if a better fit is identified.
Code of Ethics:
- Professional Standards: Coaches adhere to the ICF Code of Ethics.
- Client Referrals: Clients are encouraged to maintain a primary care physician for medical oversight and referrals.
- Interdisciplinary Approach: Coaches can refer clients to other coaches for specialized needs within the Wellness Haven team.
Urgent Situations:
- Escalation Protocol: Coaches will follow established action steps for urgent situations, such as safety concerns, including HIPAA compliance and confidentiality measures.
Assessments and Documentation:
- Pre/Post Metrics: Utilize the Dr. John Travis Wellness Inventory and Well Coaches assessments to track client progress.
- Confidential Records: Coaches maintain confidential records accessible to the client, coach, and business owner to validate outcomes and improve services.
Implementation Notes:
- Client Communication: Ensure clients are fully informed about the cancellation policy upon signing up for services.
- Staff Training: Train all coaches on the cancellation policy to ensure consistent application and communication.
Benefits of the Cancellation Policy:
- Client Clarity: Clear guidelines help clients understand their commitments and responsibilities.
- Coach Protection: Protects coaches' time and ensures they are compensated for last-minute cancellations.
- Flexibility: Allows clients reasonable opportunities to reschedule within structured limits.