Sanctus Flexible Drop-In Coaching Booking Policy

Useful terms

• Drop-in plan - each partner has a drop in plan describing their total allocation of sessions and their expected monthly usage
• Expected monthly usage - this is the number of sessions we expect coachees from a partner to book each month in order to use all of the available coaching in a drop-in plan
• Used sessions - Once a session has been booked we consider it used and debit it against your drop-in plan and expected monthly usage
• Reserve session - if Sanctus needs to add sessions back into your plan (for example because of coachee cancellations) we will add them to your reserve sessions. These sessions can be used in any month where you use all of your expected monthly usage.

Bookings

On the first of each month Sanctus will add a number of sessions equal to your expected monthly usage to the platform. Sessions can be booked between 24 hours and 60 days into the future.

Once a session is booked it is considered ‘used’ and debited against your drop-in plan and expected monthly usage. Sessions must be used (used means booked but not necessarily delivered) in the month they are added to the platform, any sessions not used are lost unless otherwise agreed with Sanctus

In the exceptional case of overbooking (e.g booking above your expected monthly usage) we will debit the session from your ‘reserve pot’ or, if there are no sessions in your ‘reserve pot’, from your next months expected usage

Cancellations and rescheduling

Sessions must be cancelled and rescheduled via the Sanctus platform - https://bookings.sanctus.io

If a coachee cancels with more than 24 hours notice then we add a session to your 'reserve' so it can be used in future (see the section below on using reserve sessions).

If a coachee cancels a session with less than 24 hours notice then that session is lost.

Sessions must be rescheduled with more than 24 hours notice. Sessions cannot be rescheduled with less than 24 hours notice and instead must be cancelled and rebooked.

‘No-shows’ and lateness

Coaches are unable to extend sessions if a coachee arrives late

If a coachee arrives more than 15 minutes late to a session then it is up to the coach as to whether that session is proceeds using the time remaining or if the session counts as a ‘no-show’. In the event of a ‘no-show’ (non-attendance by a coachee) then the session is lost.

Roll-over

By separate agreement Sanctus may allow you to 'roll over' a number of unused sessions each month, capped at 20% of your expected monthly usage. These sessions will be added to your 'reserve sessions' at the end of each month.

Using reserve sessions

On months when all of your expected sessions get used, coachees can continue to book sessions using sessions from the 'reserve pot' Any sessions left in your reserve pot at the end of the contract period will be lost. Our partner team will work with you throughout the contract to jointly promote usage of Sanctus coaching to help ensure sessions are used.

Fair Usage

The amount of sessions in your 'reserve' is capped at 100% of your expected monthly usage. This is to ensure a good level of service to all of our coachees and partners. The Sanctus partner team will work with you proactively over the lifetime of your account to jointly promote and encourage increased usage of the service to help clear the balance of sessions in your reserve pot.

We plan our coaching availability around our partners expected monthly usage. As such Sanctus reserves the right to limit the number of sessions used per partner in a given month above 150% of their monthly usage. This is to ensure a good availability of coaching to all users of the service. If there is a period of time where you expect drop-in coaching to be more heavily used our partner team may be able to work with you to provide temporary extra availability.

Changes to this policy

Sanctus reserves the right to change and evolve this policy to ensure we are delivering the highest possible service to all of our partners, coachees and coaches. The latest version of this polict can be found at https://pages.sanctus.io/policies/sanctus-flexible-drop-in-coaching-booking-policy/

Safeguarding

While coaching is a great forum for tackling mental health and wellbeing topics Sanctus is not a medical, counselling or therapy service. If a coach does not feel that a coaching session can be conducted safely for all parties then they will direct the coachee to a more appropriate service and take appropriate action as described in our safeguarding policy. Sanctus reserves the right not to work with coachees who are unable to make safe usage of the service.

Refunds for sessions that cannot be delivered for safeguarding reasons will be dealt with on a case by case basis.