Telephone Consultation Rescheduling and Cancellation Policy

Consultant Initiated Rescheduling or Cancellation

1. Requesting  Rescheduling or Cancellation requests will only be accepted if transmitted using the tools provided on the website, mobile application, or by direct contact with a Maven representative. No other method of transmission will be accepted.
2. Rescheduling
   a. As a consultant, you may request to reschedule a Telephone Consultation without penalty by notifying Maven at least four (4) hours in advance of the scheduled time. The customer will be notified of your request and provided the opportunity to agree to reschedule or to cancel the Telephone Consultation.
   b. If you request to reschedule a Consultation less than four (4) hours prior to the scheduled time, you may be penalized if the customer declines to reschedule. Such “short notice” requests may result in a negative impact on your MavenScore, reduced invitations to future consulting opportunities, temporary suspension, or termination from Maven.
   c. You will not be compensated in any way for Consultations that are cancelled by the customer as a result of your request to reschedule.
3. Cancellation
   a. As a consultant, you cancel a Telephone Consultation by submitting a request at least twenty-four (24) hours in advance of the scheduled time. Cancellations with sufficient advanced notice will not be penalized in any way.
   b. If you cancel a scheduled Telephone Consultation less than twenty-four (24) hours in advance, penalties may include a negative impact on your MavenScore, reduced invitations to future consulting opportunities, temporary suspension, or termination from Maven.
   c. You will not be compensated in any way for Telephone Consultations that you cancel.
   d. However, if a customer cancels a scheduled Telephone Consultation with you (other than in the case described in 2c above), you will receive a late cancellation payment equivalent to 15 minutes of your time at your Maven Hourly Consulting Rate.
4. No-Show
   a. Maven’s customers are busy professionals who set aside time to consult with you. It is extremely discourteous and disrespectful of their time to fail to participate in a Telephone Consultation at the scheduled time. Such “no-shows” without a compelling excuse will result in immediate termination from Maven without compensation.
   b. If a customer fails to participate in a scheduled Telephone Consultation with you without having cancelled in advance, you will receive a no-show payment equivalent to 30 minutes of your time at your Maven Hourly Consulting Rate.

Customer Initiated Rescheduling or Cancellation

1. Requesting  Rescheduling or Cancellation requests will only be accepted if transmitted using the tools provided on the website, mobile application, or by direct contact with a Maven representative. No other method of transmission will be accepted.
2. Rescheduling
   a. As a customer, you may request to reschedule a Telephone Consultation without penalty by submitting a request at least twenty-four (24) hours in advance of the scheduled time. The consultant will be notified of your request and provided the opportunity to agree to reschedule or to cancel the Telephone Consultation.
   b. If you request to reschedule a Telephone Consultation less than twenty-four (24) hours prior to the schedule time and the consultant declines to reschedule, you will be assessed a late cancellation fee equivalent to the price of a 15-minute Consultation with the participating consultant.
   c. You will not be penalized in any way for Consultations that you cancel as a result of a rescheduling request submitted by the consultant.
3. Cancellation
   a. As a customer, you may cancel a Telephone Consultation by submitting a request at least twenty-four (24) hours in advance of the scheduled time. You will not be penalized in any way for cancellation requests made more than twenty-four (24) hours in advance.
   b. If you cancel a scheduled Telephone Consultation less than twenty-four (24) hours in advance, you will be assessed a late cancellation fee equivalent to the price of a 15-minute Consultation with the participating consultant or 1 Premium Point, depending on the type of account.
   c. You will not be penalized in any way for Telephone Consultations cancelled by the consultant, unless the cancellation results from a rescheduling request initiated by you within 24 hours of the scheduled time (see 2b above).
4. No-Show
   a. Maven’s participants are busy professionals who set aside time to consult with you. It is extremely discourteous and disrespectful of their time to fail to participate in a Telephone Consultation at the scheduled time. Such “no-shows” will result in the assessment of a no-show fee equivalent to the price of a 30-minute Consultation with the participating consultant or 1 Premium Point, depending on the type of account.
   b. If a consultant fails to participate in a scheduled Telephone Consultation with you without having cancelled in advance, you will not be penalized in any way.

General Information

1. Notification  Each party to a Telephone Consultation will be immediately notified of a rescheduling request or cancellation by the other party via email. In addition, other forms of notification including mobile device alerts, text/SMS messages, and direct contact by Maven staff members may be employed.
2. Grace Period/Late Arrival
   a. Parties to Telephone Consultations are expected to be available to participate at the scheduled time. Maven’s automated system relies on punctuality and will initiate Consultations precisely on time.
   b. However, in the event that either the customer or the consultant fails to connect at the scheduled time, the other party should remain on the line for at least ten (10) minutes to give our system time to locate and connect them.
   c. The customer will not be charged for time spent waiting for the consultant to connect. Likewise, the consultant will only be compensated for time actually connected and speaking with the customer.
   d. The consultant will be paid for any time spent waiting for the customer to connect. Likewise, the customer will be charged for the consultant’s waiting time; this time will be added to the duration of the Consultation.
3. Deemed Refusal. If the recipient of a rescheduling request does not respond to such request prior to the original scheduled time for the Telephone Consultation, the request will be considered to have been refused by the recipient and the Consultation shall be cancelled.

rev. November 6, 2018