Company One on One Client and Private Coaching Policies
This further clarifies and supplements the One on One Client Coaching Agreement.
Contact policies:
Your primary contact person for Heart Communication Enterprises, LLC is Val Heart and her assistant Jade Dumestre. They are available from 9 am to 5 pm Central time, Monday through Friday. They communicate by email and phone calls only. Please do not text or Facebook message or LinkedIn message them to communicate.
Email policies:
Please allow up to two business days for a response by email, although we always strive to respond as quickly as possible. For feedback on documents, all feedback must be included in a single email, rather than piecemeal, to allow for timely and efficient responses.
Call Cancellations, Rescheduling, and Forfeiture:
Please provide 48 hours notice if you must cancel or reschedule a session. You will forfeit your session if less notice is provided. You understand that you are purchasing Val’s time when you book a session; if you are more than 15 minutes late or do not show up, she has still set aside her time for you, and therefore you must pay her whether you show up or not.
To reschedule or cancel an existing appointment session, please click the link provided from our scheduling system email confirmation (it will come from timetrade.com). Or, you can also call us at (805) PET-TALK or email [email protected].
Rescheduled sessions may not extend past the end date of your program, as noted in your client agreement (typically 180 days unless stated otherwise). After that, sessions not booked and used during the term of your agreement are forfeited.
Time Off Policy:
The Company is closed on weekends and for federal and state holidays. From time to time, you will be notified of additional days off.
Billing:
For payment plans, you will be billed automatically every 30 days (or the nearest weekday) for recurring charges. We will attempt to charge a declined card every three days up to 3 attempts. After that you will need to make other arrangements to make your payment within 5 days. If you do not make your payment, your program will be put on hold until the arrears are caught up. If you are later than 5 days in making your payment, then late fees may be applied at the Company’s discretion.
Billing Disputes:
In the unlikely event of a disagreement between us regarding your services, you agree to make a good faith attempt for 30 days to communicate with the Company prior to initiating a chargeback.
Refund Policy:
By law, you have 3 days to change your mind about working with Val and get a full refund. After that, there's no turning back and no refunds allowed because we are fully committed to the process of working through whatever comes up together to achieve the results you desire.
One-on-one Coaching and Consulting:
Sessions will be conducted by teleconference, you may attend via your phone or computer. The conference system is based in the United States, and for international clients their system may have local phone numbers available. There is no guarantee that they will have a local phone number for you, however you may also attend via your computer. Instructions will be provided.
Scheduling Your Session:
The session appointment must be scheduled using Val Heart’s online scheduling calendar, and there is no guarantee that her availability will match yours. However, if you cannot find a time that works with her availability, then be sure to communicate that with her and she will try to accommodate you to the best of her ability. There is no guarantee that she will be able to do so.
Waiting List Protocols:
At times, Val’s schedule can fill up for weeks in advance. In that case, the Company keeps a waiting list for clients who want an earlier appointment if possible, but there is no guarantee that new times will open up.
First, schedule the earliest available time that works for your schedule and then let Val know that you’d like to be placed on her waiting list. If something does open up sooner, she will notify you. If you do not respond within 5 hours to take the new time, she will move on to the next person on her wait list, and so on.
Complete Your Prepwork for Your Session:
Fill out the Human Animal BodyMind Assessment Questionnaires, one for you and one for each animal(s) you'd like Val to work with. Return them to Val a full two days prior to your session. Instructions are on the forms. Go here: https://valheart.com/appointments/questionnaires/
Also email pictures of your animal(s) to Val so she can see who she is working with. Email [email protected].