Consultation & Concierge Terms

1. Scope

These Consultation & Concierge Terms govern every live session, coaching call, concierge engagement, WhatsApp support window and follow-up interaction supplied by The Crew Atelier. They form part of our Terms & Conditions and must be read together with the Refund & Cancellation Policy and the General Disclaimer.

2. Types of session

• Discovery Call — a free 15-minute introductory call to understand your position and route you to the right Service.
• 1-hour Onboarding Call — a paid coaching call to plan your next steps.
• 2-hour Onboarding Call — a paid deep-dive call for candidates needing significant structuring or repositioning.
• Follow-up sessions — booked individually or included in Premium Concierge, Parents Premium and Diamond All-Inclusive packages.
• WhatsApp support windows — asynchronous concierge support during the engagement window disclosed in your package summary.

3. Booking and confirmation

Sessions are booked via our Cal.com scheduling widget or via a link we send you. Bookings are confirmed by an automated email and, where appropriate, a calendar invitation. Video sessions are held over the meeting platform indicated in the invitation (typically Google Meet, Zoom or WhatsApp video call).

4. Rescheduling and cancellation

• Free Discovery Calls: reschedule up to 4 hours in advance via the calendar link.
• Paid sessions: reschedule once, free of charge, up to 24 hours before the start time. Two consecutive reschedules or a reschedule with less than 24 hours' notice may be treated as a cancellation.
• Cancellations with less than 24 hours' notice, and no-shows, are treated as delivered and are non-refundable.
• Where we cancel or reschedule for reasons on our side, you will be offered a replacement slot at no additional cost or a full refund of the specific session at your choice.

5. Preparation and client input

For paid sessions, please complete the intake form at least 24 hours before the session and provide any CV, references, headshots or supporting documents requested. Sessions begin at the scheduled time whether or not the intake is complete; incomplete inputs reduce the value we can deliver but do not shift the session or extend its duration.

6. Recording and note-taking

We may take written notes for our internal records and to prepare your deliverables. We do not record video or audio of sessions without your explicit consent. You may request a summary of the session by email; we will provide a summary at our discretion, typically for paid onboarding calls and concierge sessions.

7. WhatsApp support

Where WhatsApp support is included in your package, we typically respond within one working day during standard European business hours (Monday to Friday, 09:00 to 18:00 CET/CEST), excluding public holidays. WhatsApp is provided by Meta Platforms Ireland Limited; your use of WhatsApp is subject to WhatsApp's own terms. Please do not share sensitive documents (passport, ENG1) over WhatsApp; use the secure upload channel we provide.

8. Deliverables produced during or after a session

Where a session includes a written follow-up (e.g. action list, mini-Roadmap, note to a school), the follow-up is delivered within the timeframe stated in the session. Intellectual property in the deliverable is licensed to you as set out in clause 10 of the Terms & Conditions.

9. Boundaries and code of conduct

Sessions are professional coaching engagements. We ask that you treat our team with respect and answer our questions honestly. Sessions may be terminated without refund where a client is abusive, under the influence, dishonest, or otherwise unable to engage. Where you disclose a safeguarding or safety-of-life concern, we may signpost you to specialist services and, where necessary or legally required, refer the matter to the appropriate authority.

10. No guaranteed outcomes and disclaimers

The Services delivered under these Consultation & Concierge Terms are guidance and support Services. See clause 12 of the Terms & Conditions and the General Disclaimer for the full non-guarantee language.

You can contact us at concierge@thecrewatelier.com or by post at the registered office address above. For data-protection matters, write to the same address marked "Data Protection" or email concierge@thecrewatelier.com.