Last updated: 1 January 2026
 

1. Introduction

This policy governs the booking, rescheduling and delivery of introductory calls, consultations, assessment-related services and other appointment-based services offered by AYE: Ace Your Edge.

The service description and booking confirmation will specify the applicable appointment duration, format and included deliverables.

2. Free introductory call

AYE may offer a 10-minute free introductory call titled “Discover What’s Next | Free Introductory Call”.

The call is intended to help prospective customers understand AYE's services and determine which next step may be appropriate.

The introductory call is not a psychometric assessment, a full career counselling session, a detailed interpretation of assessment results or a substitute for a paid programme. A report, personalised roadmap or extended consultation is not included unless expressly stated.

Availability is subject to the appointment slots displayed in the booking system.

3. Paid consultations and programme sessions

Paid consultations are delivered according to the description of the purchased programme.

The number of sessions, session duration, format, preparation requirements and included deliverables will be those stated on the relevant programme page, booking confirmation or written agreement.

Customers should review the programme details before booking and contact AYE if clarification is required.

4. Booking confirmation

A booking is confirmed when the booking system or AYE issues a confirmation. For paid services, confirmation may depend on successful payment.

Customers must provide accurate contact details and review the booking confirmation. Any incorrect booking information should be reported promptly.

5. Meeting links and joining instructions

Where a consultation is conducted online, the meeting link and joining instructions will be sent using the contact details provided during booking or through the booking platform.

Customers should check their inbox and spam or junk folder before the appointment. If the link has not arrived or does not work, customers should contact AYE promptly.

Customers should join on time and ensure that they have a suitable device, stable internet connection and reasonably private environment.

6. Rescheduling by the customer

Customers must request rescheduling at least 24 hours before the scheduled appointment.

AYE will endeavour to accommodate one reschedule without an additional fee, subject to reasonable notice and availability. Additional rescheduling requests may be considered on a case-by-case basis.

A request made less than 24 hours before the appointment may not be accommodated where the time has already been reserved or preparation has taken place. Exceptional circumstances will be considered fairly and in accordance with applicable law.

A rescheduling request is not confirmed until AYE or the booking system confirms the revised appointment.

7. Late arrival and missed appointments

Customers should join at the scheduled time. If a customer arrives late, the session may need to finish at the originally scheduled end time, depending on availability.

If a customer does not attend and has not arranged a reschedule, the appointment may be treated as used only where this condition was clearly disclosed before booking and such treatment is permitted by applicable law.

Customers should contact AYE promptly if an unexpected event prevents attendance.

Repeated missed introductory-call bookings may result in a request to reconfirm availability before another slot is reserved.

8. Rescheduling or cancellation by AYE

If AYE needs to reschedule or cancel an appointment, the customer will be notified using the contact information provided.

AYE will endeavour to offer an alternative appointment where reasonably possible. If AYE cannot deliver a material part of a paid service and a suitable alternative cannot be agreed, an appropriate remedy will be considered under the Refund & Cancellation Policy and applicable law.

9. Technical difficulties

Customers are responsible for checking their device, internet connection and access to the meeting platform before the session.

If a technical issue occurs, customers should attempt to reconnect and contact AYE as soon as possible.

Where the issue is attributable to AYE or a platform engaged by AYE, reasonable efforts will be made to continue, reschedule or otherwise resolve the affected session.

Where a customer's device or connection prevents meaningful participation, AYE will assess the circumstances fairly and in accordance with the applicable booking terms and law.

10. Assessment preparation and participation

For programmes involving assessment or career guidance, customers may be required to provide relevant educational details or complete an assessment before a scheduled session.

Customers should provide accurate information and complete any required preparation within the communicated timeframe. If essential information is unavailable, AYE may need to adjust the session or arrange a suitable alternative.

For services involving a minor, a parent or legal guardian must arrange the booking and provide any consent required by applicable law. The intended candidate must complete their own assessment.

11. Document-editing services and delivery timelines

For document-editing services, the expected deliverables, turnaround time, revision allowance and other applicable conditions will be stated on the relevant service page, quotation or written agreement.

Turnaround times may depend on the length and complexity of the document, the completeness of the information supplied, the agreed scope and the customer's timely response to queries.

Customers are responsible for supplying accurate source information and reviewing the final document before use or submission.

Where the customer supplies incomplete information, requests substantial changes or delays approval, the delivery timeline may need to be revised. Any material change to the agreed timeline will be communicated where reasonably practicable.

12. Assessment reports and other deliverables

Where a programme includes an assessment report, interpretation, personalised roadmap or another deliverable, the expected delivery process or timeframe will be communicated in the relevant programme description or customer correspondence.

Delivery may depend on assessment completion, receipt of required information and third-party provider processing.

Customers should contact AYE if a material delay occurs or an expected deliverable has not been received.

13. Cancellations and refunds

Cancellations and refund requests are governed by the separate Refund & Cancellation Policy.

Nothing in this policy removes any right or remedy available under applicable law.

For booking changes, scheduling issues, missing meeting links or service-delivery concerns, email hello@thisisaye.comwith the subject line “Booking Support – AYE” or “Grievance – AYE”. Include your booking or order reference and a description of the issue.