Client Service Agreement

1. Introduction

Welcome to Proven Careers. We are glad you are here. This Client Service Agreement (the "Agreement") is between Proven Careers ("we", "us" or "our"), a career coaching and employment strategy practice serving clients across Ontario, and you, the Client ("you"). It explains how our individual coaching sessions, coaching packages, group workshops, personal assessments, individual job search plan, career strategy services and electronic resources (together, the "Services") work, so you know exactly what to expect.

By booking, paying for, attending or downloading any Service, you agree to this Agreement and to our Privacy & Confidentiality Policy at provencareers.com/privacy. If any part is unclear, we are happy to explain it before you book.

2. Who We Serve

Our clients come from many backgrounds, industries and career stages. We have particular experience supporting newcomers to Canada, experienced professionals changing careers, emerging leaders and the Russian-speaking community.

We serve clients across Ontario, with a focus on Toronto, the Greater Toronto Area (GTA) and Simcoe County. All coaching sessions and workshops are delivered online by [Zoom / Google Meet]. Clients outside Ontario may use the Services, but this Agreement is governed by Ontario law (section 21).

2.1 Language of Services

We are a bilingual practice. You may choose to receive coaching sessions in English or Russian, and you can select your language when you book. Workshops are delivered in the language stated in the workshop description. Written materials and Resources are provided in English, with Russian versions where available.

This Agreement may also be provided in Russian for convenience. If the English and Russian versions differ, the English version applies.

3. Eligibility

By using the Services, you confirm that:

• you are 18 years of age or older;
• the information you provide is true and accurate;
• you are authorized to make the payment for your booking or purchase.

4. Our Services

Our current Services, what each one includes and their fees are listed on our Services and Workshop pages at provencareers.com/services. Our 30-minute screening call is, and always will be, free of charge, with no obligation to continue.

Packages may be customized to combine different session lengths by agreement. "Support between sessions" in a package means reasonable email support during the package period, answered within 2 business days.

Job search support is at the heart of what we do, but our work goes further. As employment strategists, we also help you decide where to go next and how to get there:

• Market-fit analysis: research on labour-market data and metrics, such as demand for your skills, salary ranges, hiring trends and target employers in Toronto, the GTA, Simcoe County and across Ontario, compiled into a clear summary of where you fit best;
• Career transitions: planning a move into a new role, industry or sector, with a clear view of your transferable skills and a step-by-step roadmap;
• Career choice: clarifying your strengths, interests and options when you are deciding which direction to take;
• Career start: helping adult students, new graduates and people entering or returning to the workforce take their first strong steps.

These Services may be offered as individual sessions, within a package or by custom quote under section 23.1. Market-fit analysis is based on public labour-market data and sources available at the time it is prepared. Because markets change, its figures are a guide for your decisions rather than a forecast.

5. What Coaching Is

Career coaching is practical, forward-looking professional development. Together, we clarify your career direction and strengthen your resume, interview skills and job search strategy. Coaching is not psychotherapy, mental health counselling, or legal, immigration or financial advice. If a question needs one of those professionals, we will gladly point you in the right direction.

If you are ever in crisis or worried about your safety, please reach out right away: call or text 988 (Suicide Crisis Helpline) or call 911.

6. Personal Assessments

6.1 We may use personal assessments, such as career-interest, personality, skills or practice tests, to understand your strengths and improve your interview performance, resume and job search strategy.

6.2 Assessments are coaching tools, not clinical or psychological diagnoses. Results describe tendencies and preferences, not fixed abilities, and they are discussed with you in context.

6.3 Some assessments run on third-party platforms. Their use of your data is described in our Privacy & Confidentiality Policy.

6.4 Assessment coaching helps you understand how pre-employment tests work and prepare for them with confidence. To keep the process fair, we will never complete a test on your behalf, share confidential test content, or help you misrepresent your identity, qualifications or experience to an employer.

7. Your Success: A Shared Effort

Our goal is to help you present your best self to employers, with a stronger resume, more confident interviews and a clear job search plan. You bring your experience, effort and follow-through. We bring insider knowledge of how hiring works, honest feedback and practical tools.

Hiring decisions are made by employers and depend on many factors outside anyone's control, such as the job market, the number of candidates and each organization's needs. For this reason, no coach can promise a specific outcome, and we do not guarantee interviews, assessment scores, job offers or salary increases. What we do promise is our full commitment, expert guidance and support throughout your search.

All career, employment and financial decisions remain yours to make.

8. Getting the Most From Coaching

Coaching works best as a partnership. To make the most of your time, we ask you to:

• join on time, from a quiet, private space with a stable internet connection;
• complete any agreed preparation before your session;
• share accurate information about your background and experience;
• use what you learn honestly and ethically.

Because honesty is at the heart of our work, we may end Services if we are asked to act against section 6.4. Sessions already delivered in that case are not refundable.

We also ask everyone to keep our sessions and workshops respectful and safe. Please do not harass, threaten or abuse anyone, share your session links, or misuse the Site through hacking, scraping or automated tools. If these rules are broken, we may end Services without refund.

9. Fees

9.1 All fees are in Canadian dollars (CAD) and include HST where applicable. There are no extra taxes or hidden charges.

9.2 We review our fees from time to time. Any change is posted on our website and applies only to new bookings and purchases. The fee you paid for a confirmed booking, package or resource will never change.

10. Payment

10.1 Payment is due in full, in advance. A session, package or workshop seat is confirmed only once payment is received.

10.2 Interac e-Transfer is our preferred payment method. Please send payment to info@provencareers.com, with your full name and the Service in the message field. [If a security question is needed, use the one provided in your booking confirmation.]

10.3 Please send payment within 24 hours of booking, and before your session starts. For bookings made less than 24 hours in advance, payment is due right away. If payment does not arrive in time, we may need to release the time slot to another client.

10.4 We may add credit card payments through a secure payment processor in the future. If we do, card details will be handled by that processor and never stored by us.

10.5 A receipt is sent by email for every payment.

11. Booking, Rescheduling and Cancellations

We understand that plans change. Our 24-hour policy keeps things fair for you and for other clients waiting for a time slot.

11.1 Booking. Sessions and free screening calls are booked online through Calendly. You will receive an email confirmation with the meeting link. Package sessions are booked one at a time through Calendly within the package period.

11.2 24 hours or more before your session: you may reschedule or cancel at no charge, using the links in your Calendly confirmation or by email. A cancellation receives a full refund; a rescheduled session keeps your payment.

11.3 Less than 24 hours before your session, or no-show: because the time was reserved just for you, the session fee is non-refundable and, for packages, the session counts as used.

11.4 Emergencies. In a genuine emergency, such as sudden illness or a family emergency, we may offer one courtesy reschedule, at our discretion.

11.5 Late arrival. To respect the next client's time, sessions end as scheduled even if they start late. If we have not heard from you within 15 minutes, the session is treated as a no-show.

11.6 If we cancel or reschedule, you may choose a new time with priority booking or a full refund.

11.7 Package validity. Package sessions are valid for 6 months from the date of purchase, which gives you plenty of time to complete them. Sessions not used within that time expire and are not refundable.

11.8 Package extension. If illness, a family emergency or a new job interrupts your package, you may ask in writing, before the package expires, for a one-time extension of up to [30 days]. Extensions are approved at our discretion.

11.9 Technical problems. Online sessions occasionally run into technical issues. If a session is interrupted by a problem on our side, we will extend it or reschedule the lost time at no cost. If the problem is on your side, please reconnect as soon as you can; time lost counts as session time. If an internet or platform outage beyond anyone's control stops the session, we will reschedule it at no cost.

12. Refunds

12.1 Satisfaction guarantee. If you are not satisfied after your first paid session with us, contact us within [7 days] of that session for a full refund, no questions asked. If that session was part of a package, the full package price is refunded and the remaining sessions are cancelled. This guarantee applies once per client.

12.2 Apart from section 12.1, completed sessions are not refundable.

12.3 Unused package sessions within the 6-month period may be refunded, less the full single-session rate for each session already used.

12.4 Approved refunds are returned by Interac e-Transfer, or by the original payment method, within 10 business days.

12.5 What counts as used. For any refund calculation, the following count as Services already provided: sessions attended; sessions forfeited under section 11.3; and personalized work already delivered, such as a rewritten resume, an optimized LinkedIn profile, an assessment report or a market-fit analysis.

12.6 Third-party assessment fees. Fees paid to an outside assessment platform on your behalf are non-refundable once the assessment is ordered, including under section 12.1. We will tell you about any such fee before ordering.

13. Group Workshops

13.1 Workshops are live online group sessions with limited seats. Registration and payment in advance are required, and a seat is confirmed only once payment is received.

13.2 Cancellations made 24 hours or more before the workshop starts receive a full refund. After that, no refund is given, but you may transfer your seat once to a future workshop date.

13.3 If a workshop does not reach the minimum number of participants, or we must cancel it, you may choose a full refund or a seat at a future date.

13.4 Workshops are a safe space to learn together. Please keep what other participants share confidential, and do not record, photograph or share the session. We do not record workshops unless this is announced in advance.

13.5 To protect the learning experience for everyone, we may remove a participant who disrupts the workshop, without refund.

14. Electronic Resources

14.1 We may offer free and paid electronic resources, such as guides, templates, worksheets, checklists and practice materials ("Resources"), through our website.

14.2 Licence. Each Resource, free or paid, is yours to use for your own job search. To protect our work, please do not copy, share, resell, publish, upload or distribute it, or use it to coach or train others.

14.3 Payment. Paid Resources are delivered after payment is received. Prices are listed in CAD and are subject to change under section 9.2.

14.4 Refunds. Digital files cannot be returned, so paid Resources are non-refundable once delivered or downloaded. If a file is ever damaged, incomplete or not as described, let us know within [14 days] and we will replace it or refund you.

14.5 Information only. Resources provide general career guidance. They are not personalized advice, and section 7 (Your Success: A Shared Effort) applies to them.

15. Newsletter

15.1 When you register for a Service or download a Resource, you may choose to subscribe to our newsletter with practical job search, interview and career tips. Subscription is optional and requires your consent, given by ticking the newsletter box at registration.

15.2 Every newsletter includes an unsubscribe link, and you can unsubscribe at any time by email. Unsubscribing does not affect your Services.

15.3 We send newsletters in line with Canada's Anti-Spam Legislation (CASL) and never share your email address with other organizations.

16. Confidentiality and Privacy

Everything you share in coaching is confidential and handled according to our Privacy & Confidentiality Policy at provencareers.com/privacy. That Policy explains what we collect, how we protect it, the limits of confidentiality, and your rights under PIPEDA.

17. Recording

Neither party will record a session without the other's written consent. Mock-interview recordings, if agreed, are shared only with you and deleted within 30 days.

18. Intellectual Property

Your resume, cover letters and other documents you create belong to you, including every improvement we make together. Our coaching materials, worksheets, templates, assessments, workshop content and Resources remain the property of Proven Careers or its licensors.

19. Limitation of Liability

We take great care in everything we do. If something does go wrong, then to the extent permitted by law, our total liability for any claim related to the Services is limited to the fees you paid for the specific Service in question. We are not liable for indirect losses, such as lost income or missed job opportunities. Nothing in this Agreement limits your rights under Ontario's Consumer Protection Act, 2002.

20. Ending the Agreement

Either of us may end the coaching relationship at any time by email. If something is not working for you, please tell us, so we have a chance to make it right first. Unused prepaid sessions are handled under section 12.

21. Governing Law and Disputes

This Agreement is governed by the laws of the Province of Ontario and the federal laws of Canada that apply there. Any dispute will be resolved in the courts of Ontario.

If you ever have a concern, please email us first. We will work with you in good faith to resolve it within 30 days. If we cannot, either party may take the matter to the Ontario courts, including the Small Claims Court.

22. Changes to This Agreement

We may update this Agreement. The current version, with its date, is always on our website. The version in effect on the date you book or purchase applies to that booking or purchase.

23. General

23.1 Custom terms. For a custom package or special offer, we may agree on specific terms in writing. Where those terms differ from this Agreement, the written terms apply to that purchase.

23.2 Entire agreement. This Agreement, our Privacy & Confidentiality Policy and any written custom terms form the entire agreement between you and Proven Careers about the Services.

23.3 Severability. If a court finds any part of this Agreement invalid, the rest remains in effect.

23.4 No waiver. If we do not enforce a term in one case, we may still enforce it later.

23.5 Notices. We may send notices to the email address you gave us.

24. Contact Us

Questions about this Agreement? We are always happy to help.

Proven Careers · · info@provencareers.com