Cancellation, Scheduling, and Session Use Policy

Effective Date: 03/29/2026

This Cancellation, Scheduling, and Session Use Policy governs all services provided by Totem Training and Performance LLC (“Company”). By scheduling or participating in services, the client (“Client”) agrees to the following terms:

1. Appointment Cancellation and Rescheduling

Client must provide a minimum of twenty-four (24) hours’ notice to cancel or reschedule any scheduled session.

Any session canceled with less than twenty-four (24) hours’ notice, or any session missed without notice (a “no-show”), will be considered forfeited.

2. Forfeited Sessions

Forfeited sessions shall:

• Be deducted from the Client’s applicable monthly session allotment; and
• Not be eligible for refund, credit, or rescheduling.

3. Rescheduling

Rescheduling of sessions:

• Is subject to availability; and
• Must occur within the same billing period in which the session was originally scheduled, unless an exception applies as set forth in Section 5 of this Policy.

4. Session Use Requirements (Use Within Billing Period)

All sessions must be used within the active billing period in which they are issued.

Unused sessions:

• Do not roll over to subsequent billing periods; and
• Are forfeited if not used within the applicable billing period.

Client is solely responsible for scheduling sessions in a timely manner to ensure use within the applicable billing period.

5. Limited Exceptions

Session rollovers or extensions may be granted at the sole discretion of the Company in limited circumstances, including:

• Planned vacations or work-related travel communicated to the Company in advance;
• Medical illness or emergencies, for which reasonable documentation may be requested; or
• Weather-related emergencies that prevent safe travel or access to the facility.

Any approved exception:

• Applies only to the specific affected billing period; and
• Does not create or imply any ongoing right to session rollover or extension.

6. Late Arrivals

If Client arrives late to a scheduled session:

• The session will conclude at the originally scheduled end time; and
• The full session will be charged or deducted.

7. Company Cancellations

In the event the Company must cancel a scheduled session:

• Reasonable notice will be provided to the Client; and
• The session will be rescheduled or credited to a future billing period, at the Company’s discretion.

8. Provider Planned Absences

In the event of planned absences by the Company, including but not limited to vacation or continuing education:

• The Company will provide at least seven (7) days’ notice when reasonably possible; and
• Affected sessions will be rescheduled or credited to a subsequent billing period, at the Company’s discretion.

9. Acknowledgment

By scheduling or participating in services with Totem Training and Performance LLC, Client acknowledges and agrees to the terms of this Cancellation, Scheduling, and Session Use Policy.