Question 1

How do I update my payment method or cancel?

Accepted Answer

Open Billing & Plan from the sidebar. Changes apply to your next cycle; cancelling keeps access until the period ends.

Question 2

Do you offer reduced-cost coaching?

Accepted Answer

Yes. Our donation-funded access program covers part or all of session costs for qualifying members — submit a ticket under Billing to apply.

Question 3

How do I request a refund?

Accepted Answer

Fresh Chapter has a 30-day money-back guarantee. Use the guided refund request in the Help Center to confirm your window, then send the request to Paddle, our Merchant of Record, or ask our team to raise it for you.

Question 4

Why was I signed out automatically?

Accepted Answer

For HIPAA-aligned security we end sessions after 15 minutes of inactivity, with a warning prompt beforehand.

Question 5

Who can see my journal entries?

Accepted Answer

Only you. Row-level security scopes journal entries to your account — coaches and administrators cannot read them.

Question 6

How do I reschedule a session?

Accepted Answer

Open Coaching → upcoming session → Reschedule. Changes inside 24 hours may still be billed by your coach.

Question 7

Is AI Hope confidential?

Accepted Answer

AI Hope runs in a dedicated context scoped to your account only, and your entries are never sent to analytics or third-party telemetry.

Question 8

Can I play the games with my coach?

Accepted Answer

Yes — every game in the Games Hub is playable solo or launched jointly inside a coach session room.

Question 9

Which client notes can AI Coach read?

Accepted Answer

Only notes you authored for clients with an active assignment to you. Requests for anyone else are rejected server-side.

Question 10

When is payroll calculated?

Accepted Answer

Payouts are computed automatically from logged sessions and reconciled weekly in the admin engine.

Question 11

How do I share a session note with a client?

Accepted Answer

Toggle 'Share with client' on the note. Unshared notes stay private to you.

Question 12

Can I export the audit trail?

Accepted Answer

Audit records are append-only and viewable in Audit Trail. Admins can request a signed export via a support ticket.

How can we help?

For Members

For Coaches