Norah's Terms of Service

Norah's services fall into two main areas:

• Coaching — a collaborative process for better understanding your goals, making decisions, creating change, growing personally, and moving through life more intentionally.
• Psychotherapy and counseling — a specialized process for addressing and treating psychological issues and difficulties, carried out by qualified psychotherapists and counselors.

These two services are not the same — each has a different purpose, professional framework, and method.

If you're not sure which type of service is right for you, you can raise it with the Norah team before booking, and we'll guide you as best we can.

We know that finding the right person to talk to about personal matters is never simple.

Based on the information you provide, Norah tries to introduce specialists who are a better match for your needs in terms of area of practice, language, approach, experience, and general circumstances.

That said, Norah's suggestion does not guarantee an outcome or a perfect fit between you and the specialist.

A professional relationship only forms once you, too, feel safety, trust, and fit.

If, after starting sessions, you feel the specialist you were matched with isn't right for you, you can raise it with Norah and, where possible, we'll look at another option.

Norah is responsible for providing a suitable platform for receiving services.

The specialist is responsible for delivering their professional services within their own competence and area of expertise.

And you own your choices, decisions, and personal path.

None of Norah's services mean that a specialist decides on your behalf or guarantees a specific outcome.

In psychotherapy as well, the course of treatment depends on the individual's circumstances, professional diagnosis and assessment, the client's cooperation, and many other factors.

For Norah to remain a trustworthy and professional space for everyone, we expect you to:

• Provide information that is, as far as possible, accurate and up to date.
• Treat the specialist and other people involved with respect during sessions.
• Take your booked time seriously.
• Let us know as early as possible if you need to change or cancel a session.
• Refrain from threats, insults, harassment, discrimination, or inappropriate conduct.
• Protect your account and not share it with anyone else.
• Not use Norah's services for illegal or harmful activity.

You also have the right to ask questions about how a session works, to voice a concern, and — if something doesn't feel like a fit — to raise it with your specialist or the Norah team.

The topics you bring up in sessions can be deeply personal and sensitive.

Norah takes users' privacy seriously and handles your information in line with Norah's privacy policy and applicable law.

Account, booking, payment, and other data related to your use of the services is used only for defined purposes — to provide, manage, support, and improve the services, or to meet legal requirements.

The confidentiality of professional sessions is also governed by the laws and professional standards that apply to the type of service and the specialist providing it.

Where the law or a competent legal authority requires disclosure of information, Norah and its specialists may be required to provide the relevant information.

More detail about your personal data is explained in Norah's privacy policy.

Norah's sessions are private in nature.

Audio or video recording of a session by the client or the specialist is not allowed without the necessary notice and consent.

If Norah itself wishes to record, store, or use a session — or part of one — for a purpose other than directly delivering the service, it must clearly disclose this and obtain the necessary consent in accordance with the law.

Although coaching and psychotherapy can overlap on some topics, the two services are not interchangeable.

Coaching generally focuses on goals, choices, performance, change, and moving forward.

Psychotherapy is a specialized process for addressing and treating psychological problems and issues, carried out by a qualified psychotherapist.

Choosing the right service should be based on your actual need.

If it becomes clear during the process that your need falls outside the specialist's area of service, the specialist may recommend that you seek help from a different service or specialist.

Norah is not a substitute for emergency services, medical care, or urgent mental health interventions.

If you are in a situation where there is a risk of immediate harm to yourself or someone else, or you are facing a severe, urgent crisis, you should not wait for a Norah session.

In such situations, you should contact the emergency services in your area, the nearest medical facility, or the relevant specialist.

An online session cannot replace immediate, in-person intervention in a crisis.

Sessions are booked through Norah's booking system.

Before you finalize a booking, information such as the type of service, the specialist, the session time, the session length, and the related fee is made available to you.

Once a booking is finalized, that time is set aside for you and the specialist.

Please enter your contact details correctly when booking, so we're able to send you notifications related to the session.

Sometimes your plans change.

In that case, it's best to submit your request to change or cancel a session as soon as possible.

The exact terms for cancellation, rescheduling, and refunds can vary by type of service and how much time remains before the session, and the relevant terms will be shown to you at the time of booking.

If you don't show up without prior notice, the session fee may not be refundable.

If a session is cancelled by the specialist or by Norah, we try to offer you a reschedule or an alternative option as soon as possible.

Sessions run for the length of time stated at booking.

If you join a session late, the time lost is generally not added to the end of the session, unless the specialist is able and willing to give you extra time.

If the specialist joins late, or a disruption on Norah's side noticeably shortens the session, you can raise it with Norah support.

Making sure the basic conditions are in place for a session to run properly is your responsibility.

We recommend that, before the session, you:

• Have a reliable internet connection;
• Make sure your microphone and camera are working;
• Be in as private a setting as possible;
• Prevent other people from being present or overhearing the conversation without your knowledge;
• Be ready a few minutes before the session time.

Unavoidable technical issues can happen. If a disruption stops the session from running acceptably, let Norah know so it can be looked into.

The cost of a service is shown to you before you pay.

By completing a purchase, you agree to the amount and terms for that service.

The cost of services may change in the future. A price change will not affect purchases already finalized before it, unless different terms were stated at the time of purchase.

Any fees related to your bank, payment provider, or currency conversion may, where they apply, be charged separately.

Refund terms depend on the type of service, the timing of the cancellation, and the terms of the purchase.

Refund details are made available to you before you finalize a booking or purchase.

If a session doesn't happen because of something on Norah's or the specialist's side, the matter is reviewed through support, and if the conditions are met, a reschedule or refund will be made available.

A specialist may stop working with Norah for professional or personal reasons.

If this affects your upcoming sessions, Norah will try to let you know where possible.

In that case, depending on your type of service, you can choose a different specialist.

Not every experience is meant to be the same for everyone.

You might feel that a specialist isn't right for you, that the approach to a session didn't match your expectations, or that something went wrong in your experience.

You can raise this with the Norah team.

We try to review complaints and feedback fairly and, where possible, offer a solution that fits the situation.

If the matter involves professional conduct or a serious breach of Norah's framework, it will be treated as a priority.

Norah has to be a safe, respectful space for clients and specialists.

For that reason, conduct such as the following is not acceptable:

• Threatening or harassing others;
• Insulting or demeaning behavior;
• Discrimination based on identity or personal characteristics;
• Impersonation;
• Accessing, or attempting to access, another person's account without authorization;
• Sharing other people's private information;
• Deliberately disrupting the services;
• Unlawful use of the platform;
• Recording or sharing private session content without the necessary consent.

In serious cases, Norah can restrict or suspend a user's access to the services.

Norah's services can help you think more clearly, understand your emotions and patterns, clarify your goals, and consider different options.

But the final decision is yours.

None of Norah's services guarantee that a particular decision will produce a particular outcome in your life.

Likewise, information provided in sessions does not substitute for legal, medical, financial, or other specialist services where a different professional opinion is needed.

Notifications about your account, bookings, payments, session-time changes, and other essential matters may be sent through the contact details you provided to Norah while using the services.

Please keep your contact details up to date.

If you have a question about a booking, payment, specialist, privacy, or your experience, you can reach us through Norah's official contact channels.

Norah may change its services or processes over time, and as a result these terms may also be updated.

The new version of the terms takes effect once published on the site.

If we make significant changes, Norah will use an appropriate method to notify users where necessary.