SESSION POLICIES
A little clarity. Room for real life.
What to expect when plans change, and how optional session recording works.
Updated October 20, 2026 · These terms apply to appointments after they have been shared with you and agreed as part of your coaching arrangements.
Payment before your session
Paid coaching is prepaid through an individual Square invoice. Kiana will share your invoice and confirm your appointment after payment. Review your coaching agreement, the session price, and these policies before paying. Square processes payments and provides payment receipts; Kiana handles scheduling, refunds, and updates to your portal invoice status.
Individual sessions
Please give at least 48 hours’ notice to cancel or reschedule. Notice is measured in calendar hours before the scheduled start time, using the time zone in your booking confirmation.
| Notice | Your options |
|---|---|
| At least 48 hours before the session | Reschedule, or cancel for a full refund. |
| Less than 48 hours before the session | Cancel for a 50% refund. A late request to move the appointment is treated as a late cancellation; a new appointment is paid separately. |
| Missed session without notice before it begins | No refund. No additional fee is charged. |
Four-session packages
Package payments are non-refundable. The four-session start includes one 90-minute initial session and three 60-minute continuing sessions. Complete all four sessions within 90 days of your first session. Kiana will show your first-session date, remaining sessions, and use-by date in your portal once the package begins.
With at least 48 hours’ notice, you may reschedule a package appointment without losing that session. Each package includes one courtesy reschedule for either a late cancellation or a missed session. This is one shared courtesy per package. After it is used, a late cancellation or missed appointment counts as a used session. There is no extra cancellation or missed-session fee. Rescheduled appointments remain subject to the package’s 90-day use period unless Kiana agrees to an extension in writing.
How to give notice
Use the cancellation or rescheduling link in your Zoom Scheduler confirmation. If it does not work, contact Kiana using the contact details in your coaching agreement or leave a message in your client portal. The time your message is sent counts as your notice. Please identify the appointment you need to change.
Complimentary consultations and promised training sessions
The 20-minute consultation is free and is a conversation about whether coaching is a good fit. It is separate from the paid 90-minute initial session. Please let Kiana know if you cannot attend so another time can be arranged. Sessions already promised as complimentary training sessions remain complimentary. No cancellation or missed-session charge applies to those free appointments.
Late arrivals, technical problems, and changes by Kiana
A late arrival will normally still end at the original time. If you experience a connection problem or an unexpected event, contact Kiana as soon as you can to discuss a fair next step.
If Kiana cancels, you can reschedule without losing a session or using your courtesy. If Kiana cannot provide the agreed services and a suitable alternative cannot be arranged, she will refund the undelivered portion. These policies do not limit any refund rights required by law. Any exception or extension will be confirmed in writing.
Optional audio recording for coaching notes
Kiana may ask to record session audio using Zoom cloud recording to help prepare notes, shared summaries, and action steps. Zoom processes and stores the audio as a service provider. Zoom AI Companion summaries are not used.
You can say no. Recording is optional, and declining will not prevent you from receiving coaching. Kiana can use typed or handwritten notes instead. Everyone participating is asked for permission before recording begins. If someone joins later, recording is paused while their permission is discussed. You may ask to stop recording at any time.
Raw audio is deleted within 30 days of the session date, or sooner after the notes have been checked and the audio is no longer needed. This includes downloaded copies and Zoom’s recoverable trash. Written coaching notes are retained separately. Recordings are not posted in the portal, shared with other clients, or used for marketing or training; any disclosure required by law is handled under the privacy policy.
Your coaching agreement records the broader arrangements. Permission is also checked for each session; agreeing to coaching or booking a session does not, by itself, mean you agree to be recorded.
Questions before we meet?
Send Kiana a message in your client space or use the contact form. If your coaching agreement and these policies differ, ask Kiana to clarify the terms with you before the appointment.