Customer Policy

1Sessions

Unless your agreement states otherwise, a standard consulting session is thirty (30) minutes of live time and a further thirty (30) minutes of offline support, meaning work on your student's materials between calls. Sessions are scheduled in advance and held by video call, or in person where that has been arranged.

Where a session cannot be attended, we ask for as much notice as possible so the time can be reallocated and rescheduled. Sessions missed without notice may be treated as delivered. Any specific notice period applicable to your engagement is set out in your agreement.

2Fees and refunds

Fees, payment schedule, and the length of the cancellation grace period are set out in your services agreement.

After the grace period stated in your agreement has passed, fees paid are non-refundable, except as expressly provided for in your agreement. This reflects the fact that capacity, counsellor time, and scheduling are committed to your student from the start of the engagement.

If you believe a refund is owed, contact us using the details below and we will review the request against your agreement.

3Raising a concern

If you are ever dissatisfied with any part of our service, we ask that you tell us first, at hello@theivybrothers.com, so that we have a genuine opportunity to understand the issue and put it right. Most concerns are resolved quickly once we know about them.

4Confidentiality

We treat student work, application materials, academic records, and family information as confidential. We do not publish student work, and we discuss individual outcomes only with the family concerned.

In return, we ask that families keep confidential any information about other students or families that they may encounter, together with our proprietary materials, including internal databases, frameworks, templates, and session materials.

5Changes to this policy

We may update this policy from time to time. The current version is always published at this address, with the date it was last updated shown at the top of the page. Changes to this policy do not alter the terms of a signed agreement already in effect.

6Contact

Questions about this policy can be sent to hello@theivybrothers.com or by phone on +1 (408) 757-0193.

Ivy Brothers, 240 E. 35th St., New York, NY 10016.