Service Delivery Policy

1. No Physical Goods Are Shipped

We provide professional business coaching. We do not sell, ship, courier or physically deliver any product.

There are no shipping charges, delivery charges, customs duties or handling fees associated with any purchase from us. Nothing is dispatched to your address at any point.

2. How Services Are Delivered

All coaching sessions are delivered online, over a video conferencing platform of our choosing. The platform and the joining link are shared with you ahead of each session by your assigned coach or relationship manager.

Each session runs for 60 minutes.

Alongside the sessions, your engagement includes:

• Slack based support, Monday to Friday, for questions, updates and accountability between sessions. You are added to the Slack workspace at the start of your engagement.
• Regular check-ins with a dedicated relationship manager, scheduled by us over the course of the engagement.
• Access to session transcripts, made available to you after each session.
• Introductions to Jigsaw partners and resources, where relevant to your situation.

All of the above is delivered digitally. Access is provided to the email address you register with us, so please ensure it is accurate and monitored.

3. When Delivery Begins

Your engagement is confirmed once the Client Coaching Agreement is signed by both parties and payment is received.

• Within 2 working days of confirmation, we send your onboarding email, add you to Slack, and introduce you to your assigned coach and relationship manager.
• Within 7 working days of confirmation, your first coaching session is scheduled.

Your assigned coach, session frequency, total session count, engagement start date and engagement end date are recorded in Annexure A of your Client Coaching Agreement.

4. Delivery Schedule

Sessions run across a twelve (12) month engagement in one of the following structures, as recorded in Annexure A:

Custom structures, including short form programmes of 3 to 6 sessions, may be agreed at our discretion and are recorded in Annexure A.

Session slots are agreed between you and your assigned coach. All scheduling is conducted in Indian Standard Time (IST).

5. What You Need at Your End

To receive the service you need a device with a working camera and microphone, a stable internet connection sufficient for video calling, a private space where a confidential conversation can be held, and an email address and Slack access that you monitor.

We are not able to make up for sessions disrupted by a failure of your own internet connection or equipment, and such sessions are treated as delivered.

6. Rescheduling and Missed Sessions

Reschedules require a minimum of 3 days notice. In a genuine emergency, a session may be rescheduled up to 24 hours before the original slot, capped at 3 instances across the engagement. A session cancelled without notice and not rescheduled within 2 days is counted as completed.

Where we or your coach need to reschedule, an alternative slot is offered at no cost and the session is not deducted from your entitlement.

Full terms are set out in our Refund and Cancellation Policy.

7. Geographic Scope

Because delivery is entirely online, we serve clients across India and internationally. All fees are quoted and payable in Indian Rupees.

Clients outside India should note that sessions are scheduled in Indian Standard Time and that Slack support operates on Indian working days, Monday to Friday.

8. Proof of Delivery

Session records, calendar entries and session transcripts constitute our record of delivery for each session. These are available to you throughout the engagement and are the basis on which session entitlement is calculated.

9. If Something Goes Wrong

If a session does not take place as scheduled for reasons attributable to us, or you are unable to access Slack, transcripts or any other part of your engagement, write to us at [email protected]. We acknowledge every message within 48 hours and will restore access or reschedule the session at no cost to you.

10. Contact

Empactful Experiences (OPC) Private Limited (operating as Jigsaw Thinking) Registered Office: 143/144 Raindrops Keep Falling On My Head, Haralur Main Road, Bangalore, Karnataka 560103, India CIN: U80302KA2017OPC102201 GSTIN: 29AAECE6077C1ZL Email: [email protected] Telephone: +91 90362 19292 Support Hours: 10:00 AM to 6:00 PM IST, Monday to Friday