Consultation Rescheduling and Cancellation Policy

  1. Requesting  Rescheduling or Cancellation requests will only be accepted if transmitted using the tools provided on the website, mobile application, or by direct contact with a Digideo representative. No other method of transmission will be accepted.
  2. Rescheduling
    a. As a customer, you may request to reschedule a Consultation without penalty by submitting a request at least twenty-four (24) hours in advance of the scheduled time. The consultant will be notified of your request and provided the opportunity to agree to reschedule or to cancel the  Consultation.
    b. If you request to reschedule a Consultation less than twenty-four (24) hours prior to the scheduled time and the consultant declines to reschedule, you will be assessed a late cancellation fee equivalent to the price of a 15-minute Consultation with the participating consultant.
    c. You will not be penalized in any way for Consultations that you cancel as a result of a rescheduling request submitted by the consultant.
  3. Cancellation
    a. As a customer, you may cancel a Consultation by submitting a request at least twenty-four (24) hours in advance of the scheduled time. You will not be penalized in any way for cancellation requests made more than twenty-four (24) hours in advance.
    b. If you cancel a scheduled Consultation less than twenty-four (24) hours in advance, you will be assessed a late cancellation fee equivalent to the price of a 15-minute Consultation with the participating consultant or 1 Premium Point, depending on the type of account.
    c. You will not be penalized in any way for Consultations canceled by the consultant unless the cancellation results from a rescheduling request initiated by you within 24 hours of the scheduled time (see 2b above).
  4. No-Show
    a. If you do not cancel or reschedule your consultation, it will result in the assessment of a no-show fee equivalent to the price of a 30-minute Consultation with the participating consultant, depending on the type of account.
    b. If a consultant fails to participate in a scheduled Consultation with you without having canceled in advance, you will not be penalized in any way.

General Information

  1. Notification  Each party to a Consultation will be immediately notified of a rescheduling request or cancellation by the other party via email. In addition, other forms of notification including mobile device alerts, text/SMS messages, and direct contact by Digideo staff members may be employed.
  2. Grace Period/Late Arrival
    a. Parties to Consultations are expected to be available to participate at the scheduled time. Digideo’s automated system relies on punctuality and will initiate Consultations precisely on time.
    b. However, in the event that either the customer or the consultant fails to connect at the scheduled time, the other party should remain on the line for at least ten (10) minutes to give our system time to locate and connect them.
    c. The customer will not be charged for time spent waiting for the consultant to connect. Likewise, the consultant will only be compensated for time actually connected and speaking with the customer.
    d. The consultant will be paid for any time spent waiting for the customer to connect. Likewise, the customer will be charged for the consultant’s waiting time; this time will be added to the duration of the Consultation.
  3. Deemed Refusal. If the recipient of a rescheduling request does not respond to such a request prior to the originally scheduled time for the Consultation, the request will be considered to have been refused by the recipient and the Consultation shall be canceled.