Service Policy

Effective Date: April 13, 2026

These policies outline the terms governing all bookings and services provided by Pennywood Group LLC ("Pennywood"). By booking and using these services, you agree to the following terms and conditions:

General Terms

Pennywood provides virtual event support and related services on a best-effort basis and does not guarantee specific outcomes, results, or uninterrupted performance. To the fullest extent permitted by law, Pennywood shall not be held liable for any indirect, incidental, special, or consequential damages, including but not limited to loss of business, revenue, data, or reputation arising from the use of its services. Pennywood’s total liability for any claim arising out of or relating to its services shall be limited to the total amount paid for the service in question.

Pennywood shall not be held liable for delays, disruptions, or failures caused by factors outside of its reasonable control, including but not limited to internet outages, platform failures, third-party services, participant issues, or force majeure events. Clients are solely responsible for their own equipment, internet connection, platform access, participant access, and overall technical readiness.

Pennywood reserves the right to refuse, modify, reschedule, or terminate services at its discretion in order to maintain service quality or address unforeseen circumstances. Any situations not explicitly covered within these policies will be handled at the sole discretion of Pennywood Group LLC.

Booking & Payment

All services must be booked in advance through the official Pennywood booking system. Full payment is required at the time of booking to secure your session, and no booking is confirmed until payment has been successfully processed.

By completing a booking, you confirm that all information provided is accurate and that you have the authority to book on behalf of yourself or your organization. You are responsible for reviewing all booking details, including date, time, time zone, and selected service prior to confirming your session. Pennywood is not responsible for errors made during the booking process.

Cancellation & Refund Policy

All cancellation and rescheduling requests must be submitted in writing, including through the official booking system or via email, and are considered effective as of the date they are received through an approved written method.

Cancellations are subject to the following terms based on the scheduled session date:

More than 7 days before the session: Full refund, no cancellation fee
Between 3 and 7 days before the session: 50% of the total booking fee is refundable
Less than 3 days before the session: Non-refundable

Failure to attend a scheduled session without prior written cancellation will be considered a no-show and is non-refundable.

Refunds, where applicable, will be processed using the original method of payment within a reasonable timeframe. Submission of a cancellation request does not override the stated refund structure, and any request that does not comply with this policy may be denied.

Rescheduling Policy

All rescheduling requests must be submitted in writing through the booking system or via email and are considered effective as of the date received.

Rescheduling requests must be made at least 4 days before the scheduled session date. Rescheduled sessions must be scheduled for a new date that is at least 5 days after the original session date and are subject to availability.

Requests made less than 4 days before the session may be accommodated with a rescheduling fee of 25% of the original booking amount. Requests made less than 3 days before the session will be treated as cancellations and are subject to the cancellation and refund policy.

Pennywood reserves the right to deny or limit rescheduling requests to prevent misuse or repeated changes.

Late & No-Show Policy

Clients are required to join their scheduled session on time using the provided access details.

If a client joins more than 10 minutes late, a late fee of 50% of the original booking amount will be applied, and the session may be shortened accordingly.

If a client joins more than 15 minutes late, the session will be considered a no-show, canceled, and is non-refundable.

Sessions will end at the originally scheduled time regardless of late arrival. Additional time will not be provided to compensate for late attendance.

Failure to join on time due to client-side issues, including but not limited to technical difficulties, access issues, or user error, does not exempt the session from this policy.

Overtime Policy

Sessions are scheduled for a fixed duration based on the selected service.

If a session extends beyond the originally scheduled time, additional time will be billed in 15-minute increments at the standard hourly rate or up to 25% higher, depending on availability and scheduling constraints.

Overtime must be approved during the session and is not guaranteed. If overtime is not approved or available, the session will end at the scheduled time.

Any approved overtime will be charged to the original payment method on file.

Access & Technical Responsibility

Access details for sessions will be provided after booking confirmation. It is the client’s responsibility to ensure they have the correct access information, a stable internet connection, and a properly functioning device prior to the session.

Failure to join due to incorrect access details, technical issues, or user error does not qualify for a refund, reschedule, or extension of time.

Waitlist Policy

If a session is fully booked, clients may join the waitlist through the booking system. Waitlist availability is not guaranteed. If a spot becomes available, notification will be sent to the contact information provided.

Available sessions may be offered on a first-come, first-served basis and must be booked within the specified timeframe to be secured. Pennywood is not responsible for missed notifications or unclaimed availability.

Agreement

By proceeding with booking, you confirm that you have read, understood, and agreed to all terms outlined in this policy.

Next: Terms and Conditions

Participant Limit Policy

Services are based on the number of participants provided at the time of booking.

If the number of participants exceeds the agreed-upon amount, an additional fee of 30% of the total booking cost will be applied to account for the increased level of coordination, management, and support required.

Clients are responsible for providing an accurate participant estimate prior to the session.

Significant increases in attendance may impact session delivery and quality.

Reductions in attendance during the session do not qualify for refunds, credits, or adjustments, as services are prepared and delivered based on the originally agreed scope and peak participation.