Cancellations and Rescheduling

You may cancel or reschedule a session up to 12 hours before its scheduled start time at no charge, using the link in your confirmation email or by contacting us directly. (This cutoff is the current reference point and will be finalized before publication.)

Changes requested inside the cutoff window are accommodated when a representative is available, but may be treated as a completed session.

Refunds

Sessions cancelled before the cutoff are refunded in full to the original payment method. Refunds are typically processed within five to ten business days depending on your bank.

If a technical problem on our side prevents a session from taking place, you receive either a full refund or a rescheduled session at no cost — your choice.

Late Arrival / No-Answer

A representative calls at your scheduled start time and will try again over the first ten minutes of the booked window.

Sessions end at their scheduled end time regardless of when they begin, so time lost to a late start cannot be added on. If we cannot reach you at all, the session is recorded as a no-answer and is not refunded, though you may contact us to discuss rescheduling.

Acceptable Use

Kendera Global provides patient, educational guidance on everyday consumer technology: device setup and settings, email, messaging and video calls, photos, printing, accessibility features, and general online-safety awareness.

Kendera does not provide emergency services, legal advice, medical advice, financial or investment advice, or cybersecurity incident-response services such as recovering hacked accounts, removing malware, or responding to an active fraud event. If you believe you are in immediate danger, contact your local emergency number; for a suspected financial crime, contact your bank and the relevant authorities directly.

Representatives never take remote control of your device and will not act on your behalf inside your accounts.

Privacy and Safety

For your safety, do not enter passwords, PINs, one-time verification codes, Social Security numbers, bank details, or full card numbers. Kendera representatives will not ask for these items or request remote control of your device.

We collect only what is needed to deliver your session: your name, contact details, the topic you asked about, and scheduling records. Payment is processed by our payment provider; we do not store full card numbers.

Access to session records is limited to the representative assigned to you and the staff who administer scheduling and support. We do not sell your information or share it for advertising.