Consultation terms

Booking and payment

Before booking, we discuss your concern, the format, price and a convenient date for the video call. Once we agree, I will provisionally hold your chosen time for 24 hours and send the payment details. Your booking is confirmed only after full prepayment is received. If payment is not received within 24 hours, the time becomes available for booking again. Payment is by transfer to a Russian bank account, for example using a phone number. After receiving payment, I issue and send a receipt through “Мой налог” (My Tax).

Preparation

After your booking is confirmed, I will send a short questionnaire in a format we agree on — along with guidance on the photos and videos we may need before the video call. We agree in advance on how to share materials. Please send the questionnaire and other materials as early as possible to give me more time to analyse and prepare, and no later than 24 hours before the video call.

Rescheduling and cancellation

If you need to reschedule, please let me know at least 24 hours before the meeting starts. We will reschedule free of charge to another mutually convenient time, subject to availability. If you cancel at least 24 hours before the consultation starts, I will refund your prepayment in full.

If you cancel less than 24 hours before the meeting or after work has begun, the refund is calculated in accordance with applicable law. Any deductions must have a lawful, substantiated basis; there is no fixed cancellation penalty. Prepayment for the whole package is not automatically forfeited.

If you cannot attend or miss the meeting, contact me as soon as you can. Late rescheduling and missed appointments are considered individually; a free reschedule is not guaranteed in these cases. Missing a meeting does not by itself mean automatic forfeiture of the whole package payment.

These terms do not restrict rights granted to clients by applicable law, including the right to cancel services. For cancellation, refund or service-quality enquiries, email saramutina@gmail.com.

Late arrivals, technical interruptions and emergencies

If you arrive late, the consultation ends at its originally scheduled time.

If there is a technical problem or an emergency, we will try to reconnect or switch services if possible. We will agree on how to complete or reschedule the part of the meeting that could not take place.

Written plan and support

I will send a written plan with the specific steps we agreed during the consultation within 3 working days after the first meeting, earlier whenever possible.

Standard and initial-only: 14 calendar days starting when the written plan is sent. Extended: 6 weeks starting when the written plan is sent. A new concern in a returning household: 14 calendar days starting when the written plan is sent. The messaging boundaries are the same for all formats.

Telegram or email support covers clarifications about existing recommendations and help with small difficulties in putting them into practice. I reply within 2 working days (Monday–Friday). Support does not include detailed progress or homework review, new concerns, substantial reassessment or a new plan by message, and it is not an emergency service. You can always arrange an additional follow-up consultation for a more detailed discussion. If you are unsure whether your question is covered by support, please write: I will help you decide whether we can address it by message or whether a meeting would be better.

Working days for replying to messages are Monday–Friday. Video meetings also usually take place on weekdays, at a time we agree in advance. Weekend meetings are sometimes possible, but not guaranteed. We choose a convenient video-call service together.

Follow-ups

We choose the timing of follow-ups individually, usually 1–2 weeks after the first meeting. Depending on the situation, the interval may range from 1 day to 3 months after the previous meeting. We agree on a specific date subject to availability.

After the first consultation, as you prepare for the scheduled follow-up, you can send me videos and observations. It is best to send them as early as possible rather than leaving them until the meeting. I will not write a detailed analysis in chat, but I will watch and analyse the materials beforehand. During the follow-up, we discuss your observations, changes, videos, overall progress, and what is and is not working. I will answer your questions. If needed, we will adjust or adapt the plan.

A new concern in a returning household: a consultation 60–120 minutes, a new personalised written plan, one follow-up up to 45 minutes and 14 calendar days of chat or email support starting when the written plan is sent.

For an existing concern: a meeting up to 45 minutes, including review of videos, observations and homework sent beforehand.

Scope of the service

Behaviour consulting does not replace veterinary diagnosis or treatment and is not an emergency service. Results cannot be guaranteed.

Data and materials

Information about messages and consultation privacy is available on the Privacy page.