1. What counts as a complaint
Any expression of dissatisfaction about my services or conduct, for example a session that did not go as agreed, how I communicated with you, a billing matter, a boundary that was not respected, or how I handled your information. You can complain even if you are no longer working with me.

2. How to complain
Write to me at dariasemina@yahoo.com with "Complaint" in the subject line, or tell me in person or in a session if you prefer. Please include what happened, when, and what outcome you would like. You do not need to use formal language. If you would rather not raise it directly with me, see section 6.

3. What happens next
a) Acknowledgement. I will confirm I have received your complaint within 3 working days.
b) Review. I will look into it carefully, reviewing my notes and anything you shared. I may ask you for more information, and I will keep what you tell me confidential.
c) Response. I will send you a written reply within 14 days of acknowledging it, explaining what I found, what I will do, and why. If I need more time, I will tell you why and give you a new date.
d) Resolution. Depending on the issue, this may include an apology, a change in how I work, a refund or partial refund (see my Refund & Cancellation Policy), or a referral to someone better suited to help you.
e) Review of the outcome. If you are not satisfied, you can ask me to review my decision. (I may ask a colleague or supervisor to give an independent view).

4. During a complaint
You can pause or stop sessions at any time without penalty while a complaint is open. I will not treat you less respectfully because you complained.

5. Serious concerns
If a complaint concerns something that may be a legal matter, a safeguarding issue, or a risk to anyone's safety, I may need to involve the appropriate authorities or professionals. Where possible I will tell you first.

6. If you are not satisfied, or prefer to go elsewhere
You can contact my accrediting body, the International Practitioners of Holistic Medicine (IPHM), at membership@iphm.co.uk. You also keep all your legal rights, including the option to contact consumer protection bodies in Italy or your own country.

7. Records and learning
I keep a confidential record of each complaint and its outcome for 2 years and use it to improve my practice. I will not share your details beyond what is needed to handle it.

13.10.2026

This policy explains how booking, cancelling, rescheduling and refunds work.
It applies to all paid sessions and packages with Dashing You.

1. Prices and payment

• Online 1:1 sessions start from €50 for a 40-minute session, in English, Russian or Italian.
• Other formats, such as in-person sessions and multi-session journeys, are priced as agreed in advance in writing. [Add prices or "on request".]
• Introductory trial sessions: [free; confirm duration].
• Volunteer practice sessions: €35 for a 30-minute session, offered while I practise new techniques and methods. By booking one you agree that I am practising and that it is not a formal programme.

Prices include applicable taxes. Payment is due in advance / at the latest before the session starts by PayPal or a bank transfer. You will receive a receipt or invoice.

2. Cancelling or rescheduling a session

• More than 24 hours before the session: free cancellation or rescheduling. If you have paid, you can move the session once at no cost or, if you prefer, receive a refund.
• Less than 24 hours before the session: the session is charged in 50%, unless I decide to be flexible because of an emergency, illness or something outside your control. Please tell me as soon as you can.
• No-show: charged in full.
• Late arrival: the session ends at its scheduled time, with the fee unchanged, so please arrive on time.

Contact me by email or message to cancel or reschedule. Cancellations are effective when I receive them.

3. If I need to cancel
If I need to cancel or reschedule, I will tell you as soon as possible and offer a new time. If we cannot find a time that suits you, you will receive a full refund of that session within the period in section 7. I do not charge for sessions I cannot deliver. If there is a technical problem with my connection that stops a session, I will reschedule it at no cost to you.

4. Multi-session packages

• Packages are paid in advance and are valid for 6 months from the first session.
• Unused sessions in a valid package can be refunded if you stop. The refund is the amount paid less the standard single-session rate for each session you have used (which may be higher than the discounted package rate).
• Sessions not used by the end of the validity period expire, unless we agree an extension in writing, for example because of illness.
• Packages cannot be transferred to another person.

5. Your right to withdraw (consumers)
If you are a consumer in the EU buying online or at a distance, you have the right to withdraw from a service contract within 14 days of booking, without giving a reason. If you ask me to begin the service within those 14 days, you agree that you will pay for the sessions already provided up to the time you notify me, in proportion to the full price. To withdraw, send a clear statement to dariasemina@yahoo.com. This does not affect any other legal rights you have under Italian or EU consumer law.

6. How refunds are paid
Approved refunds are paid to the original payment method within 14 days of approval. Where the original method is no longer available, I will agree another with you.

7. Group sessions, workshops and collaborations
For group events, workshops and collaborations, I will give separate terms when you book. Unless stated otherwise: cancellations more than 5 working days before the event receive a full refund, and later cancellations are not refunded but you can transfer your place to someone else. If I cancel an event, you will receive a full refund or a place at a rescheduled date.

8. Changes to this policy
I may update this policy. The version in force when you book applies to that booking.