Client User Guide — For Clients

Sign up with email or continue with Google. You will be asked once to review and accept the platform agreements — the Terms of Service, Privacy Policy, Cookie Policy, Acceptable Use Policy, Payments Terms, Coaching Disclaimer and the Client Services Agreement. After you accept, they never interrupt you again; you can read them any time from the Legal Center in the footer.

A short wizard captures what you are working on, the genres you care about, your time zone, and your budget range. That tunes the directory and your recommendations. Everything is editable later from your dashboard.

The professional directory includes coaches, consultants and subject-matter experts, with filters by category and specialty, location, language, hourly rate range and coaching team — including the Education category with College Prep, College Readiness, College Tutoring and Academic Tutoring. Sort results by recommended, highest rated, newest or price, and your filters and sort are remembered the next time you visit.

The homepage hero rotates featured professionals, curated by the Mindlab team. Use the arrows or dots to browse, or tap a card to open the full profile. Featuring is editorial placement, not an endorsement of outcomes — read each coach or consultant’s profile, services and reviews before choosing.

A strong profile tells you most of what you need before you book.

• The biography — who they typically work with and how they work.
• Genres — practice areas they claim competence in.
• Offerings — the specific engagements you can book, with duration and price.
• Reviews — sort by newest or highest-rated to see both recency and peaks.
• Coaching teams and “Works with” — other coaches they partner with, and a route to a referral if this coach is not the right fit. Some joint offerings run as a single team event, booked once with more than one coach attending; the shared booking notes on the offering say who joins and how the time is used.
• Their practice website — coaches and consultants can link their existing business, giving you extra background before you book.
• Social links — Instagram, LinkedIn, X, Facebook, TikTok or YouTube, where the professional has added them. Only the accounts they chose to share are shown.

Browse Practices at /practices and use its search to find a published practice by its displayed name, description or location. Open the practice page, read its brand information and inspect the Practitioners section. On an individual profile, an accepted published practice may also appear as a practice link.

Choose View profile for the practitioner you want. Read that person’s biography, experience, prices, currency, cancellation policy and reviews, then use their existing offering/booking controls. A practice website link, coaching team and branded practice page are different things. A roster does not mean every member delivers every service.

Only approved published practices are publicly available. Drafts, suspended practices and practices undergoing review/re-review are hidden; a material brand edit can temporarily remove the practice page. This does not remove an existing individual booking. Return through your booking or the professional’s profile and contact support if needed.

Practice publication and roster membership do not certify licenses, expertise, insurance or outcomes. Ask the person delivering your service for evidence important to you. Joining the same practice does not give all practitioners access to your notes, messages or private coaching record.

A coach may use Coach Voice & Photo Posts to draft first-person captions for Facebook, Instagram, LinkedIn, X or Threads alongside their own selected photo. This does not create an AI likeness. The coach reviews the saved version and manually posts it to their own social account; it is not a Mindlab corporate endorsement or credential/result verification. A practice logo does not certify the claims. Read the professional’s actual profile and ask about important facts before booking.

Posts on Mindlab Coaches’ own company accounts may be written in the first person by the Mindlab founder/admin and are approved by an administrator before they are published. They are company communications, not a professional’s endorsement, and clients do not get these administrator tools.

These creation, saved-photo and approval tools are coach-only, not client tools. Private drafts and original/cropped photos are not a client feed or a shared practice library. A coach’s I posted it status is self-reported, not platform-verified. The tool uses the coach’s entered words and allowed profile facts, not a promise to use your private client records. Do not assume permission to publish your name, image, testimonial or session details; ask the coach about consent and contact privacy@mindlabcoaches.com with concerns.

Some offerings are labelled as joint sessions and list every coach delivering them. You book, pay and cancel exactly as you would for a single-coach session, at one price. Behind the scenes the coaches share the fee under their own agreement — it does not change what you pay, your refund rights, or your cancellation window, which always follows the coach who owns the booking.

Use “Request info” on a professional profile to send a question. It is saved for that professional and they may reply using the contact details you provide. A reply is not guaranteed.

Coaches and consultants are independent professionals, not employees of Mindlab Coaches. We do not certify or supervise them. If a credential, license or insurance matters to your situation, ask for it directly before you book.

The booking dialog applies the professional’s working hours, buffers, minimum notice, time off and calendar commitments. Check the displayed time zone, choose an available slot and submit your request.

Before requesting, check who delivers the offering and which professional owns the booking. The price/currency, published cancellation window, payment receipt and refund process apply to that person-owned booking, not a new practice-wide payment account. Joint offerings retain their stated collaborators and existing booking terms.

If a practice disappears during review, use your existing booking record and message thread. Practice brand changes do not cancel confirmed sessions or give other roster members access to your private record.

Your slot is held while the professional reviews. On confirmation you get a branded email with the session details, the meeting link, and an “Add to calendar” invite that works with Google, Outlook and Apple Calendar. A reminder follows 24 hours before.

The hold releases and the request does not become a paid confirmed session merely because you selected a time. Session checkout is available only after the professional accepts. If a payment was already captured on a request the coach declines, the full-refund process applies; check its result rather than assuming every cancellation or no-show is automatically refunded.

Submitting a booking request does not charge your card. After the professional accepts, complete the session payment step; successful checkout captures payment and the funds follow the booking’s escrow/release rules. Payment capture, release to the professional’s earnings and transfer to their bank are separate events. Card details are handled entirely by our payment processor; the Platform never stores your card number. Receipts for every session and subscription charge are available under Receipts in your dashboard.

Some coaches offer donated sessions — during an awareness campaign, or as a standing option shown as “Offers donated sessions” on their profile. Nothing is charged, the session runs exactly like a paid one, and you receive an acknowledgement document under Receipts recording the donated professional time and its stated value.

That acknowledgement is not a cash-donation receipt and is not tax advice. Contributed services are often not deductible — check with your own tax adviser before claiming anything.

Each professional publishes a cancellation window, 24 hours by default. Cancel at least that many hours before the session to qualify for the automatic full-refund process for a captured payment. Example: with a 24-hour window, canceling exactly 24 hours before or earlier is eligible; 23 hours before is inside the non-refundable window. Late cancellations do not automatically refund. If the professional cannot deliver, contact them and support for the cancellation/refund required by the Payments Terms. Check the recorded refund outcome: a request to refund is not proof the payment processor succeeded.

Contact us before disputing with your bank. Chargebacks filed without using the refund process breach the Payments Terms and can suspend your account — and we can almost always resolve the issue faster.

The free tier lets you browse, book, and message within a monthly message allowance. Mindlab+ raises or removes the message cap, opens the content library, and applies session discounts. The exact entitlements are shown on the pricing page and at checkout. If an employer or organisation sponsors your seat or credits, those apply automatically at checkout.

For a membership offer, read the selected plan, promotion duration and renewal amount, then complete checkout and any required terms confirmation even if the amount due is $0. Verify the active membership in Billing after returning. Starting checkout or receiving a discount does not itself activate membership.

Your account/profile completion, membership activation and each course enrollment are separate checks. Professionals also have separate Stripe Connect payout setup; that status is not evidence of their Coach Elite subscription, credential certification or your course access. No private owner-only coupon is a standard public promotion.

When you reach the free-tier limit, the composer tells you and offers an upgrade. Upgrading takes effect immediately and your allowance updates in the same session.

Dashboard → Billing shows your current plan, next renewal date, payment method and invoice history. From there you can upgrade, downgrade, update your card or cancel. Canceling keeps your access to the end of the paid period; upgrades prorate immediately; downgrades take effect at renewal. Annual billing gives you two months free.

You enter a grace period with an in-app banner and email reminders. Update your card before the grace period ends and nothing is interrupted.

Send your coach a short note in the thread with the one outcome you want from the session. Coaches consistently report this is the single biggest predictor of a productive first meeting.

Join on time using the meeting link in your confirmation email or dashboard. Do not record without the coach's explicit consent — recording laws vary by jurisdiction.

Capture your commitments in the message thread so both of you have the same record, and leave an honest review. Reviews must reflect a real session; using them to pressure a coach is prohibited.

Your dashboard keeps the goals you set with your coach, any short assessments they send, and your check-ins between sessions. Answering them takes a minute and gives both of you a real record of what is changing.

The progress view turns your goals, check-ins and completed sessions into a timeline you can read or export. Notes your coach marks private are their own practice record and are not shown to you.

Coaches in the Coach Intelligence beta may use AI to prepare for a session or to tidy up their own notes. Anything AI-assisted is reviewed by your coach before it is used or shared, your record stays private to your coach, and no other coach can see it. You can ask your coach at any time what they hold and how they use it.

Intake forms, assessments and prior material you send can be attached to your coaching record so your coach can prepare properly. Ask your coach to remove anything you no longer want held, or email privacy@mindlabcoaches.com.

If your employer or an organisation sponsors your seat or credits, they can see that a seat is in use — never your messages, sessions or notes. If the sponsorship ends you can continue on your own paid plan.

When marketplace release is enabled, use Learn in the desktop header or mobile menu, or a professional’s published Learning Library, to inspect a product. Read its audience, outcomes, outline, estimated time, indicative price and certificate label. If Learn is absent, public marketplace release is unavailable. The current public product detail says Enrollment coming soon and links to View coach profile; it does not offer a public enrollment/checkout button. Ask the professional about access rather than treating the displayed price as a purchase confirmation. Private beta/self-access is separate from public enrollment.

Sign in to the account with the actual enrollment, then choose My Learning in the desktop header or mobile menu. Open the product and its curriculum, then select an available lesson. An empty library means no accessible enrollment is returned for that account; a copied product link, membership plan or practice roster entry does not enroll you. A private beta grant or an already recorded enrollment can provide access without implying public checkout is open.

Read/watch the lesson and use Mark complete when the lesson is eligible. Opening or navigating a lesson does not mark it complete. Reopen lesson can clear a lesson’s completion mark; the recorded product completion, once earned, is durable. Progress uses the lessons captured for your enrollment, not whatever the professional later adds to the current curriculum. Empty enrolled curricula do not automatically complete. A certificate requires an actual issued record under the course’s completion rules and certificate setting; a 100% display or Certificate offered label alone is not a certificate. Find issued certificates under Certificates; sharing the verification link exposes the learner name, product title and issue date, not your payment or lesson answers. It is a completion record, not a professional license.

A Series groups related products; follow the included products and access shown for your enrollment rather than assuming every related course is unlocked. A course/series review belongs to that exact product, not all its children. Review controls require an active entitled enrollment for that product, independently of coaching-session reviews. Where offered, choose a 1–5 star rating, write truthful feedback and save it; use the report control for inappropriate content. Do not include private client details in a public review.

The professional may use Course Architect to request a curriculum, select proposal drafts, edit them in Learning Studio and rehearse privately before any release. AI assistance is a drafting process; the professional remains responsible for accuracy, rights, accessibility, appropriate scope and human review. Ask them about questionable statements or unsuitable materials.

You are learning from authored materials, not being promised an AI tutor, personalized recommendations inside each lesson or automatic grading. Current assessment practice answers are not saved or graded. Do not put sensitive personal information into practice answers, feedback or messages unless necessary and appropriately protected.

If a product or lesson is unavailable, confirm the enrolled account, return through My Learning, check the access/release notice and retry loading rather than making another payment. Public discovery, commerce and private beta have separate gates; missing enrollment controls are not evidence of a failed card. If a recorded purchase or access grant is not reflected, contact the professional and support@mindlabcoaches.com with the product/lesson name and error, never card details or passwords. Product changes, archived material or plan/release restrictions can affect what is accessible; support must check your actual enrollment.

The My Learning screenshots above are real captures of the signed-in product. Lesson, progress and certificate screens are marked screenshot pending controlled capture until a genuine enrolled learner run can be captured; nothing is mocked up in their place.

Coaching on this Platform is educational and developmental. It is not medical care, psychotherapy, or licensed professional advice, and no outcome is guaranteed. If you are in crisis or facing a medical emergency, contact your local emergency services immediately.

On-Platform messaging and payment give you a record, escrow protection and a refund path. Moving off-Platform gives up all three.

Dashboard → Email preferences controls which notification categories you receive, with a master switch and one-click unsubscribe in every email. Operational messages about a live booking always send. For access, correction or deletion of your data, email privacy@mindlabcoaches.com.

Report a review or a message from the item itself. For anything else, email support@mindlabcoaches.com; for conduct or legal concerns, legal@mindlabcoaches.com.