Bookings and Services Policy

Standard Session length: 45 minutes (unless otherwise stated)

Applies to: All 1:1 services, packages (4/6/8 weeks), memberships, and group programmes booked via Wix.

1. Booking & Confirmation
Bookings are made via Wix Bookings and are confirmed once payment is successfully processed.

You will receive an automatic Wix confirmation email with your session details and invoice.

2. What Coaching Is (and Isn’t)
Coaching is supportive and educational and does not replace medical diagnosis, treatment, psychotherapy, or emergency care.

If you have urgent symptoms (e.g., chest pain, severe bleeding, thoughts of self-harm), seek immediate medical or emergency help.

​
3. Session Format (Zoom)
All sessions are held via Zoom.
Your Zoom link will be provided in your Wix confirmation/reminder email.
Please join from a private, quiet space with stable internet and working audio.
If a session is disrupted by your connection/device issues, the session still ends at the scheduled time.

4. Intake, Preparation & What to Expect
You may be asked to complete a intake form before your first session this is a requirement so that we know how to help you.
Come prepared with notes on symptoms, triggers, routines, and goals.
Coaching is practical and personalised: we work on sustainable routines, symptom support strategies, mindset tools, and accountability.

5. Rescheduling, Cancellations, No-Shows & Late Arrival (All 1:1 Sessions)
Your session time is reserved just for you.
Rescheduling & cancellations

You may reschedule/cancel with 24+ hours’ notice at no charge.
Changes made within 24 hours or no-shows are charged/counted as used (packages included).

Late arrival
Sessions end at the scheduled time.

If you are 15+ minutes late, the session may be treated as a no-show and counted as used.

Emergencies
In genuine emergencies (serious illness, accident, bereavement), fees may be waived at our discretion.

6. Packages (4 / 6 / 8 Weeks): Structure + Rescheduling
Packages include one 45-minute Zoom session per week/biweekly for the duration booked.

You may reschedule an individual session with 24+ hours’ notice as long as it still falls within the package period (or an agreed extension).
Each weekly session may generally be rescheduled once.
Late changes/no-shows: the session is counted as used and cannot be refunded or moved.

7. WhatsApp Support (After Sessions Only) — Boundaries Are Non-Negotiable
WhatsApp support is available after your sessions to help you stay consistent—but it is not continuous coaching.

Allowed (what WhatsApp is for)
Quick check-ins and small accountability nudges
Short clarifications and quick “in-the-moment” supportive guidance
Simple troubleshooting that can be answered briefly

Not allowed (what WhatsApp is NOT for)
Ongoing daily coaching, long voice notes, or repeated back-and-forth support
Full strategy planning, detailed meal plans, or “therapy-by-text”
Crisis support or medical advice

Response time
Replies within 24–48 business hours (Mon–Fri). (No weekend/after-hours guarantees.)

If you need more help
If your question needs more than a quick reply, you must book a Clarity Call/Mini Session (via Wix).

Additional WhatsApp support beyond the above boundaries may require an add-on session or top-up support.

8. Refunds & Cooling-Off (Online Purchases)
If booked online and no session has taken place, cancellations can be requested within 7 calendar days of payment, with refunds processed minus any non-refundable payment provider/bank fees.

After Session 1, packages are non-refundable (credit may be considered at discretion for unused sessions in exceptional cases).

9. Confidentiality, POPIA & Privacy
Your personal information is handled responsibly in line with POPIA.

For group programmes: confidentiality is strict—no recording, screenshots, screen-recording, or sharing group content/participant info.

If confidentiality is breached or behaviour disrupts the space, a participant may be removed to protect others.

10. Respectful Conduct
We may end a session or discontinue services if there is abusive, aggressive, threatening, or inappropriate conduct, or repeated no-shows/late cancellations.

11. Results & Participation
Results vary based on personal effort, lifestyle, and circumstances. No outcomes are guaranteed.

12. Links & Contact
You will find all the links to our policies on our website. Contact us if you are unable to find it and we will send you a link.

Email: admin@nnyou.coach
WhatsApp: +27 67 578 4833