Terms of Service

1.Introduction & Scope

By accessing services, scheduling sessions, or making payments, you agree to be bound by following terms and conditions ("Terms of Service" / "ToS"). This ToS governs the consultation service relationship between Althra Veil ("Consultant") and you ("Client"). For privacy aspects, see the Privacy & Confidentiality Policy document. For specific operational rules for retainer clients, see the SOP – Human Insight Consultation Practice.

2.Definitions

• Consultant:Althra Veil, Human Insight Consultant.
• Client:Individual or entity using Consultant's services.
• Engagement / Service:Single consultation session, package, or monthly retainer.
• Retainer:Priority subscription service (monthly) with 24/7 availability according to SOP.
• Confidential Information:All materials, data, and communications shared within the context of engagement.

3.Nature of Service & Limitations

• Services are advisory / interpretative in nature: insights and recommendations based on intuitive expertise and practical experience.
• Services are not a substitute for legal, medical, financial, or professional psychological advice. Final decisions are always the Client's responsibility.

4.Availability, Retainer & SLA (Service Level Agreement)

• For monthly retainer clients, Consultant provides 24/7 priority support according to SOP.
• If Consultant cannot provide the requested service within more than 2-3 hours from receiving the request (except due to force majeure), the Client is entitled to a reduction of the retainer value by 10% per day during the delay. Compensation claims must be submitted in writing and will be verified before adjustment.
• Operational SOP (including 2-3 hour preparation, right to refuse, and rescheduling mechanisms) only applies to retainer clients. Non-retainer clients follow terms agreed upon per session.

5.Booking, Payment & Refund

• Engagement begins after written confirmation and/or full payment according to agreement.
• For single sessions: full payment before the session is usually required. For retainers: the payment mechanism is arranged through the retainer agreement.
• Non-refundable after the session begins, unless other terms are agreed in writing. Cancellation by the Client must be notified at least 24 hours before the schedule to avoid fees.
• For claims related to SLA compensation (retainer), claims must be submitted within 14 working days from the incident.

6.Recording & Data Storage

• Consultant applies a non-retention principle: Consultant does not store recordings, transcripts, logs, IP addresses, or session notes unless there is written consent for specific purposes.
• If the Client wants to record a session, the recording is entirely the Client's responsibility. Any recordings stored by the Client are the Client's property, however, the publication of such recordings must comply with the ToS, SOP, and NDA if applicable.
• For complete privacy clauses, follow the Privacy & Confidentiality Policy.

7.Confidentiality & NDA

• All communications are confidential. For handling sensitive materials or corporate engagements, a Mutual NDA will be signed pre-briefing.
• The Client may not mention the Consultant's identity, work methods, or consultation process details in public spaces without written permission from the Consultant. Violations may be considered a breach of contract/ethics.

8.Intellectual Property

• All materials, methodologies, frameworks, and deliverables created by the Consultant are the property of the Consultant unless stated otherwise in a written agreement.
• The Client is granted a limited, non-transferable license to use deliverables for internal purposes. Replication, distribution, or publication requires written permission.

9.Limitation of Liability

• To the extent permitted by law: the Consultant's total liability for claims arising from the engagement is limited to the amount paid by the Client for that engagement.
• The Consultant is not responsible for indirect losses, loss of profits, loss of reputation, or emotional damage arising from the use of insights.
• These terms are not intended to exclude liability that cannot be excluded under local law.

10.Force Majeure

The Consultant is not responsible for failure or delay in performing obligations if caused by circumstances beyond reasonable control (natural disasters, major technical disruptions, legal restrictions, serious health conditions, etc.). In such conditions, the affected party must notify the other party as soon as possible.

11.Cancellation & Termination

• Either party may terminate the engagement with written notice according to agreed terms.
• If the Client cancels without adequate notice, fees for sessions that have been prepared may be charged. For retainers, termination follows the agreed retainer clauses.

12.Dispute Resolution

• The parties agree to resolve disputes amicably. If not reached, it will proceed to mediation or arbitration according to mutual agreement.
• Governing law: this agreement is governed by general principles of law and, if necessary, the law of the Republic of Indonesia (unless otherwise agreed).

13.Changes to ToS

The Consultant reserves the right to update this ToS from time to time. Material changes will be notified to retainer clients at least 30 days before they take effect. Use of the service after changes means acceptance of those changes.

14.Closing Statement & Legal Disclaimer

• This document is a service agreement and not a substitute for legal advice. For legal certainty or corporate contracts, consultation with a legal advisor is recommended.
• By continuing the booking or payment process, you declare that you have read, understood, and agree to all terms in this ToS.