Virtual Presence

Cancellation Policy

All MASIVE services are offered by request. Submitting a request does not guarantee availability or confirmation. A booking is confirmed only after MASIVE approves the request, service details are agreed upon, applicable Terms & Conditions are accepted, and any required payment is received. Virtual Presence is provided by phone or video. In-person sessions are generally offered within approximately 20 miles of Richmond, Virginia unless another location or travel arrangement is approved in advance. Extended distance, travel, lodging, additional time, or special arrangements may involve additional costs. Any known added costs will be discussed before confirmation. Listed prices are base rates. Payment instructions are provided after approval. A session is not reserved until any required payment has been received. Clients may cancel or reschedule a confirmed standard session at least 24 hours before the scheduled start time. With at least 24 hours’ notice, the service fee may be refunded or applied once to a rescheduled session, excluding approved nonrefundable expenses. Cancellations within 24 hours and no-shows are nonrefundable. Unless another arrangement has been made, a client who has not arrived, joined the session, or contacted MASIVE within 15 minutes after the scheduled start time may be considered a no-show. Client lateness does not automatically extend the scheduled ending time. If MASIVE cancels a confirmed session before it begins for a reason not caused by the client, the client may choose a refund of the service fee paid directly to MASIVE or rescheduling. Clients and all participants must be at least 18 years old. MASIVE does not accept bookings involving minors, including with parent or guardian permission. MASIVE provides presence and ally services centered on calm, respectful human connection. MASIVE may decline or end any request or session that falls outside the agreed service, violates reasonable boundaries, or reasonably appears inappropriate or unsafe. Clients remain responsible for their own decisions, property, transportation, and personal conduct. Additional service boundaries, travel terms, and requirements are covered in the MASIVE Terms & Conditions.

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