Insula LLC
a California limited liability company doing business as Imcy
California Secretary of State file no. B20260266445
4653 Carmel Mountain Rd, Ste 308 PMB 1106, San Diego, California 92130-6650, USA
support@imcy.world

CANCELLATION, RESCHEDULING AND NO-SHOW POLICY

Timing rules for Sessions and the Intro Call, applied the same way by every Coach

Version. Draft 2 · November 7, 2026 (replaces Draft 1 of November 6, 2026, which with 1.2 replaced the Booking and Refund Policy Draft 2)

Effective date. 10 November 2026. Last updated. 10 November 2026.

Related documents. 1.1 Client Platform Terms; 1.2 Payment, Package and Refund Policy; the Coach's Coaching Services Agreement

Article 1 Notice to cancel or reschedule

Article 2 Late arrival

Article 3 Client no-show and late cancellation

Article 4 Coach cancellation or no-show

Article 5 Technical failure

Article 6 Repeated no-shows

Article 7 How to cancel or reschedule

This Policy, together with the 1.2 Payment, Package and Refund Policy, forms the "Booking and Refund Policy" referred to in each Coach's Coach Service Terms. Words defined in the 1.1 Client Platform Terms have the same meaning here.

1. NOTICE TO CANCEL OR RESCHEDULE

1.1 Free changes. You may cancel or reschedule a Coaching Session or the Intro Call free of charge up to 24 hours before its start time. What happens to the Matching Fee if you cancel the Intro Call later is set out in article 2 of the 1.2 policy.

1.2 Time zone. Times are shown and counted in the time zone you choose in the booking system. If you do not choose one, your device's time zone is used. Confirmations show the time in your time zone and the Coach's.

1.3 Session length. A Coaching Session lasts 50 minutes unless the Coach's profile says otherwise.

2. LATE ARRIVAL

2.1 If you or your Child join late. The Session still ends at its scheduled time and counts as a full Session.

2.2 If the Coach joins late. The missed time is added to that Session or to a later Session, as you prefer.

2.3 Waiting time. If neither you nor your Child has joined 15 minutes after the start time, and you have not told the Coach you are delayed, the Coach may end the call and the Session counts as a no-show under article 3.

3. CLIENT NO-SHOW AND LATE CANCELLATION

3.1 Counted as held. If you cancel less than 24 hours before a Session, or if you or your Child do not attend, the Session counts as held and is not refunded.

3.2 Emergencies. This does not apply if the reason was an emergency we accept, such as sudden illness or a family emergency, or where the law requires otherwise. We never ask for medical or other documents to explain an emergency.

4. COACH CANCELLATION OR NO-SHOW

4.1 Notice. The Coach gives you at least 24 hours' notice of any change, except in an emergency.

4.2 Your choice. If the Coach cancels, reschedules on short notice or does not attend, you choose a free new time or a full refund of that Session. You pay nothing extra; the Coach bears any cost.

4.3 Repeated Coach cancellations. If a Coach cancels repeatedly, you may move the value of your unused Sessions to another Coach or have them refunded, under articles 4.4 and 5 of the 1.2 policy.

5. TECHNICAL FAILURE

5.1 Imcy's software or the Coach's side. If Imcy's software, or the Coach's connection or equipment, fails during a Session so that it cannot properly continue, the Session does not count as held and is rescheduled at no extra cost once the problem is fixed.

5.2 Your side. If the problem is on your side (for example your internet connection or device), the Coach will try to continue or offer a new time within the same week where possible. If that is not possible, the Session counts as held.

5.3 Ending early for safety or at your Child's wish. A Session may end early for safety reasons, or because your Child clearly insists on stopping. The Coach tells you the same day and explains why, without sharing anything your Child said in confidence unless safety requires it. The missed time is added to future Sessions. It cannot be exchanged for money, a partial refund or a discount, except where the law requires.

6. REPEATED NO-SHOWS

6.1 Pause. If you miss 3 Sessions in a row without notice, Imcy may pause new bookings and contact you to agree how to continue.

6.2 Your Sessions are kept. A pause does not cancel Sessions you have paid for; they stay available under the 1.2 policy.

7. HOW TO CANCEL OR RESCHEDULE

7.1 Ways to tell us. You may cancel or reschedule by:

(a) the cancel or reschedule link in your Acuity booking confirmation or reminder;

(b) email to support@imcy.world; or

7.2 When notice counts. Notice counts from the time the link is used or the message is sent. Imcy confirms every cancellation or change by email.

7.3 EU and UK cancellation right. Your 14-day right to cancel a contract is separate from these timing rules and is explained in article 9 of the 1.2 policy.

Cancellation, Rescheduling and No-show Policy