Consultation Terms And Conditions
Payment, Scheduling, Cancellation And Refund Policies
Pre-payment Required To Schedule
All consults must be paid in advance:
Once I receive your payment I will contact you to schedule your video (or telephone) consultation.
(Please do not ask to schedule before you’ve purchased, but if you have questions about the consulting process and whether it’s what you need before you decide to purchase, then by all means contact me HERE)
In the unlikely event that we can’t find a time that works for both of us and we don’t end up scheduling after a reasonable amount of time trying, (2-3 weeks?) then your purchase will of course be refunded at your request.
Appointment Change / Cancellation Policy (Phone Or Video)
24-hours minimum notice to change or cancel:
Once we’ve scheduled a consultation time you may change or cancel it without penalty only if I receive at least 24 hours notice from you.
(Please try to keep changes to a minimum, and please give me more than 24 hours notice if you can – Preferably as much as possible.)
Change / cancellation penalty:
If you change or cancel our scheduled time with less than 24 hours notice or I don’t receive your message at least 24 hours in advance, you agree to forfeit the entire consultation fee.
(Rescheduling/changing is the same thing as canceling.)
Confirmation is your responsibility if emailing:
If you email me it will be your responsibility to ensure I’ve received your cancellation / change message at least 24 hours in advance, by checking your email for my reply. (You will have my email once we make an appointment.)
Consider your change/cancellation message not received and not in effect if you don’t get a reply from me.
You can reasonably expect to get a reply from me within a few hours between 9 AM and 9 PM, Pacific Time on business days.
If it’s getting close to the 24-hour minimum or it’s the weekend and you’re canceling for the Monday to follow, then it would be a very good idea to call me rather than using email, since email is unreliable.
My number (also for my clinic, Body In Balance) is (415) 388-1001
“No shows” included:
If you are not reachable, not prepared or not able to proceed with our consultation at our scheduled time or by 5 minutes after (for any reason other than the video-chat-related technical problems discussed below) then you forfeit the entire consultation fee.
Video-Chat Technical problems may be exempted as long as you are present, reachable by email and attempting to connect. (See details below)
We both agree to make “reasonable” attempts to connect
You agree to be available by email within 5 minutes on either side of our scheduled time in order to facilitate making the video chat connection. (Example: 10:55 to 11:05 if out appointment time is 11:00.)
And you agree to make reasonable, good-faith attempts to connect on your end.
I will make reasonable attempts to connect with you by video conferencing “chat” on my end and to contact you by email if there’s a problem.
Guarantee Of Reasonable Video Function:
I will guarantee a reasonably good-quality video chat experience to you – but not a flawless one – allowing for minor glitches in audio or video quality and the possibility of a dropped connection or two…
As long as you are reachable by email and are attempting to connect as detailed above…
You assure me that you did test your mic and webcam in good faith beforehand, if there’s a technical problem that seems to be on your end…
AND as long as you’re not on a smart phone and/or on the go using mobile broadband…
Ipads are fine. Ipads, laptops – on a reliable network, not on the go – (and desktops, of course) all seem to be reliable with Skype. If you want to use any other tablet device be sure you test it well beforehand.
(Down time when we are re-connecting or the sound goes out for longer than a few seconds will of course not count against your allotted time.)
Refund And Time-Credit Policy:
If there are major technical problems with our video conferencing, such as:
– Unable to establish video conferencing at all, (but trying),
– Sound and or video not working, (you’re going to test beforehand, though, right?)
– Losing the connection repeatedly (not due to exceptions above; on the go, etc)…
Then you are certainly welcome to either a full or partial credit or full refund of your consult fee…
OR the option to switch to a phone consult (As long as you have a U.S. phone number.)
It’s up to you whether you wish to reschedule and try again or get a refund.
If you feel you received some quality time from the video consult but not your full value strictly due to technical problems (Not the value of the content itself. See below.) and you wish to reschedule then we can discuss how much time credit (in minutes) seems fair.
Refunds only for phone consults canceled within 24 hrs or never scheduled
Whether you purchase a phone consultation as part of a package with membership or separately, you are entitled to a full refund of the phone consult portion of the fee, (within 6 months of purchase) but only if:
For whatever reason you never schedule your consult time…
We schedule it but you cancel it within the 24-hour limit for cancellations…
You don’t schedule and cancel (within 24 hours) more than twice. (If you cancel 3 times in a row you agree to forfeit your consult fee.)
Refunds must be requested within 6 months of purchase. No refunds will be issued after 6 months.
No technical guarantee or technical exceptions for phone consults
There are no technical, call-quality or other guarantees for phone consultations. (I will be calling you on a reliable, land-line phone. I recommend you do the same, if possible.)
If you choose to take the consult call on a cell phone you agree to bear all responsibility for dropped calls, poor reception/call quality or the inability to connect. (I would discourage you from scheduling a phone consultation appointment at a time when you may be on the go.)
The time allotted for a phone consult begins at the scheduled time and counts down from there regardless of any and all call-related technical issues. (Unless the problem is on my end, in which case you’ll get full credit, of course!)
Unlike video consults, no credit will be given for dropped calls, lost or “dead time” due to these or any other reasons (your taking another call, for instance.)
I will be making the call(s) and will make a maximum of 3 attempts total (successful or not) to reach you at our scheduled time and/or to reconnect with you after a dropped call.
If I cannot reach you within 5 minutes of our scheduled time OR within 5 minutes after a dropped call (or you take another call during our consult lasting 5 minutes or longer) then I will stop trying to reach you AND you agree to forfeit the consult fee and the unused remainder of your call time.
No Other Guarantees (Phone Or Video Consults)
No refunds will be given for these or any other non-technical or non-scheduling-related reasons not already covered above.
Membership guarantee separate
Yes, the Membership Program does have its own, separate satisfaction guarantee:
If you are not completely satisfied with your Tennis Elbow Classroom membership for any reason, up to 90 days from your date of purchase, you are welcome to a full refund of the membership fee or the membership fee portion of your package, currently $57. for Platinum.)
(Please keep in mind that ‘consulting’ and ‘membership’ are two completely separate services even if you purchased them as a package.)
Modification of Terms
I reserve the right to change the policies and Terms of the use of this site at any time. Updated versions of the Terms will appear on TennisElbowClassroom.com and become effective immediately.
You are responsible for regularly reviewing the Terms, and your continued use of Tennis Elbow Classroom after any such update shall constitute your agreement with the modifications.