Introduction

​Here’s a simple guide to Thorn’s policies for one-on-one online coaching sessions and document services.

These policies only apply to individuals booking services online using Thorn’s online Client Portal. They do not apply to services provided to businesses, and they may change so please consider checking for updates each time you book.

​Services

​Individual Sessions: You can book and pay for sessions one at a time, using the Client Portal. Sessions are either 25 or 50 minutes in length.

​Document Services: Please send me a message on the Client Portal with instructions and a copy of the document. You will then get a quote based on the time needed to complete the work.

​If you are happy with the quote, you will need to ‘Approve’ it online – this locks in the price. You will then get an invoice and I will start on the work.

Session Packages

​You can pre-purchase packages of 4, 8, 12, 16, 20 or 24 sessions through the Client Portal at your convenience. These packages offer greater flexibility in how you schedule and use your sessions.

​Unfortunately, I can’t give you a refund for unused package sessions, but you can keep track of your balance on the Client Portal. You also have 5 years to use your pre-purchased sessions.

​​You have the most flexibility by choosing to purchase packages whenever you are running low on session credits. However, you have some other payment options:

Automatic Monthly Packages: Your chosen package will be added each month and your card will be automatically charged for the amount.

Monthly Invoicing: Receive an invoice for your chosen package each month.

To set up automatic monthly packages or invoicing, please contact me directly. Please note that you should give at least 7 days’ notice if you wish to start or stop any automatic payments.

​​​Prices

​My standard rate is currently GBP 38 for a 50-minute session and GBP 20 for a 25-minute session.

​This standard rate can change, so when booking and paying for Individual Sessions please note that the rate will always be the rate showing on the Client Portal when you book your Session.

​The standard rate is discounted when purchasing packages – the bigger the package, the bigger the overall discount.

​​​For Document Services, I may charge per word in some circumstances – this will be made clear on your quote.

​Prices do not currently include any VAT, but this may be added in the future.

​Paying

​You can pay for services using credit/debit cards or PayPal through the Client Portal. Please contact me if you would prefer to pay by bank transfer.

​The Client Portal allows you to securely save your card details to make future payments more convenient. Your card information is stored securely by the CRM (vcita) and is never directly accessible by me or stored on my systems. The portal uses industry-standard encryption and security measures to protect your payment information.

Saving your card details does not automatically authorise me to take payments. Your stored card will only be charged for recurring monthly packages if you have specifically requested and approved this arrangement. For all other bookings and purchases, you will need to personally complete the payment process even if using a stored card.

​If an automatic payment is unsuccessful (for example, due to an expired card or insufficient funds), I will send you a payment link to complete the payment manually. This ensures you can still secure your package even if there’s an issue with the automatic payment.

​You can view and delete your saved card details at any time through the Client Portal.

Please pay invoices within 7 days of getting them. I may charge interest on late payments in extreme circumstances!

​I prefer to be paid in British Pounds but can accept payments (and invoice) in other currencies if necessary – please let me know.

​Cancellation/Rescheduling of Individual Sessions

​You may cancel or reschedule your session free of charge up until 12 hours before the session. If you can’t make a session and there’s less than 12 hours until it starts, the session will be cancelled without a refund.

​Please get in touch if you are running late. If you have not joined the session within the first 15 minutes the appointment will be considered cancelled.

​In the unlikely event I am unable to attend a session we will agree a new time. Any fees paid will apply to the rescheduled session.

​Other things to consider

​I have designed these policies to be clear and simple, but if you have any questions please let me know.

​If I update the wording of these policies, I will try to notify all existing clients as soon as possible, but this should not be relied upon.

​These terms are effective from November 18th, 2024. Any sessions purchased prior to this date as 60-minute sessions will remain at that duration.