Sanctus flexible drop-in coaching booking policy
Useful terms
- Drop-in plan – each partner’s plan describing total allocation of sessions and expected monthly usage
- Expected monthly usage – number of sessions we expect coachees to book each month to use all available coaching
- Used sessions – once a session is booked it is considered used and debited against your plan and expected usage
- Reserve session – if Sanctus adds sessions back (eg due to cancellations) they go into your reserve pot for use in busy months
Bookings
- On the first of each month, Sanctus adds sessions equal to your expected monthly usage to the platform
- Sessions can be booked between 24 hours and 60 days into the future
- Once booked, a session is considered used and debited against your plan and expected monthly usage
- Sessions must be used (booked) in the month they’re added; unused sessions are lost unless agreed otherwise
- In exceptional overbooking (booking above expected usage), we debit reserve sessions or, if none, next month’s allocation
Cancellations and rescheduling
- Sessions must be cancelled or rescheduled via the Sanctus platform – https://bookings.sanctus.io
- If cancelled with more than 24 hours’ notice, the session is added to your reserve pot
- If cancelled with less than 24 hours’ notice, the session is lost
- Sessions must be rescheduled with more than 24 hours’ notice; otherwise cancel and rebook
No-shows and lateness
- Coaches cannot extend sessions for late arrivals
- If a coachee is more than 15 minutes late, the coach decides whether to proceed with remaining time or treat as a no-show
- In the event of a no-show, the session is lost
Roll-over
By separate agreement, Sanctus may allow roll-over of up to 20 % of your expected monthly usage into reserve sessions at month-end.
Using reserve sessions
In months when all expected sessions are used, coachees can book using reserve sessions. Any reserve sessions left at contract end are lost. Our partner team will help promote usage to clear your reserve balance.
Fair usage
- Reserve pot is capped at 100 % of your expected monthly usage to ensure fair service levels
- Sanctus reserves the right to limit usage above 150 % of monthly allocation to protect availability for all partners
- Temporary extra availability may be arranged with our partner team during peak periods
Changes to this policy
Sanctus may update this policy to ensure high-quality service. The latest version is always at https://pages.sanctus.io/policies/sanctus-flexible-drop-in-coaching-booking-policy/.
Risk & safeguarding
While coaching supports wellbeing, Sanctus is not a medical, counselling or therapy service. If a coach deems a session unsafe, they will direct the coachee to appropriate support as per our Risk & Safeguarding policy.
Refusal policy
Sanctus coaches may refuse coaching or access if an individual poses a threat to safety. Refunds for sessions cancelled for safeguarding reasons are considered case by case.