Service Delivery Policy

Purpose and scope of this policy

This policy explains how AJRAK LTD arranges and delivers its health education consultation services. It is intended to help customers understand the steps from an initial enquiry to the completion of an agreed consultation.

The specific arrangements for each booking depend on the service requested and the terms agreed before confirmation. Where an individual booking confirmation sets out more specific arrangements, those details should be read alongside this policy.

What our service includes

AJRAK LTD provides health education consultations intended to help customers understand health-related terminology and general health information in response to their questions and stated learning needs.

Depending on the agreed scope, a consultation may include:

• Discussing the health education topics the customer wants to understand.
• Explaining general health terminology in clear, accessible language.
• Providing educational context for general health information.
• Helping customers identify and understand reliable health information sources.
• Clarifying questions within the agreed educational scope.
• Summarising the topics discussed during the session, where agreed.

Any written summary, resource list or other follow-up material is included only where it has been specifically agreed before the consultation. It is not automatically part of every booking.

How a service is arranged

If we cannot accommodate the request or it falls outside our educational scope, we will explain this where reasonably possible. We will not describe an unconfirmed date, location or time as secured.

How consultations are delivered

Consultations are arranged on an individual basis. The agreed booking confirmation will state the delivery format and the location or meeting arrangements applicable to that session.

Before the session

• We will communicate the confirmed date, start time and expected duration.
• We will identify the agreed educational topics and any relevant preparation.
• We will explain any fee or other condition that must be met before the session.
• We may ask you to clarify your questions so that the session can remain focused.

During the session

• The discussion will focus on the agreed educational topics.
• Information will be explained as clearly as reasonably possible in light of the questions asked.
• If a question falls outside the agreed scope, we will explain the limitation where appropriate.
• We may recommend consulting an appropriately qualified healthcare professional where a question requires individual clinical advice.

After the session

Any agreed summary, educational resources or follow-up communication will be provided in the format and timeframe confirmed for that booking. Additional sessions, extended discussions or new work outside the agreed scope require separate agreement and may involve an additional fee, which will be explained before the extra work begins.

Appointment and delivery times

Because consultations are arranged individually, there is no universal appointment time or delivery deadline that applies to every enquiry. The applicable timing will be communicated before the booking is accepted.

Enquiry response

We aim to respond to enquiries within a reasonable period. The time needed may vary with enquiry volume, the information provided and whether clarification is required. An enquiry response does not guarantee that an appointment will be available.

Consultation appointment

The appointment date, start time and session duration will be confirmed individually. Customers should rely on the confirmation message rather than assume availability from the time an enquiry was submitted.

Agreed follow-up materials

If written notes, a summary or educational resources are included, the expected delivery date or timeframe will be stated when the arrangement is agreed. If no follow-up material has been agreed, the service does not include an automatic written report.

What you receive

The principal service is the agreed health education consultation. The intended subject matter and session duration will be confirmed before the booking is accepted.

Depending on the arrangement confirmed, the service may conclude with:

• The educational discussion during the agreed session.
• Clarification of questions that fall within the agreed scope and available time.
• A verbal recap of the key topics discussed.
• Written educational notes or resource references, but only where specifically agreed.

Educational explanations are intended to support understanding. They do not guarantee a particular personal outcome, establish an individual medical conclusion or replace advice from a qualified healthcare professional.

If the customer believes an agreed element has not been provided, they should contact us with the booking details and a description of the outstanding item so that we can review the matter.

How customers can help the process

To help a consultation proceed as agreed, customers should:

• Provide accurate contact details and the information reasonably needed to arrange the session.
• Review the appointment confirmation and raise any discrepancy promptly.
• Arrive at the agreed location or follow the confirmed meeting arrangements on time.
• Tell us as soon as reasonably possible if they need to change or cancel an appointment.
• Keep their questions within the agreed health education scope.
• Avoid sending unnecessary personal or sensitive information through ordinary enquiry channels.

If a customer arrives late, cannot attend or needs a change, the options available will depend on the circumstances and the applicable booking and cancellation terms.

Changes, interruptions and delays

Customer-requested changes

Customers should contact us as early as possible if they need to change an appointment or amend the agreed subject. Changes are subject to availability and may require confirmation of a revised fee, duration or scope before they take effect.

Changes initiated by AJRAK LTD

If we need to change an agreed appointment or delivery arrangement, we aim to notify the customer promptly and discuss a reasonable alternative. Any revised date, time, location or scope must be confirmed before it is treated as agreed.

Unexpected delays

If circumstances affect our ability to deliver a session or agreed follow-up within the expected timeframe, we aim to explain the situation and provide an updated estimate. Where an agreed service cannot be delivered, the available options, including any applicable refund, will be considered under the booking terms and relevant law.

Further information about cancellation, rescheduling and refunds is available in our Service Cancellation Policy.

When a service is considered complete

A consultation is generally considered delivered when the agreed session has taken place and the educational discussion within the confirmed scope has been provided. If a written summary or other follow-up item was expressly included, completion also depends on that item being provided as agreed.

If you believe an agreed part of the service is missing or does not match the confirmed arrangement, please contact us and identify the relevant booking and issue. We will review the concern in accordance with our Complaints Policy.

Feedback helps us review how service information, appointment arrangements and customer communication can be made clearer. Any concern will be considered fairly, taking account of the agreed service and the information available.

Questions about service delivery

For questions about an enquiry, confirmed appointment, agreed deliverable or service arrangement, please contact us using the details below.