Acceptable Use Guidelines

At Brain in Hand, we aim to provide effective and purposeful support that helps users make progress and get the most from the service.

Our fair use guidance sets out when we may review the use of our human support services. We recognise that needs vary and may change over time. Reaching a threshold does not automatically mean support is being used inappropriately or will be restricted.

Where a review is needed, we will consider the user’s individual circumstances and discuss appropriate next steps. This may include changes to how Brain in Hand is used or exploring other support.

Brain in Hand reserves the right to temporarily suspend, restrict or permanently discontinue a service following a review. This may apply where use is excessive, not in line with the purpose of the service, or shows an overreliance on our human support.

This helps ensure our services remain effective, appropriate and available to all users.

Coaching:

We will review coaching use where:

• There are four or more cancellations within a 90-day period.
• Coaching sessions exceed 15 hours within a year.

A coach may also request a review where there are barriers affecting the effective use of coaching. This may include difficulties using the technology, needing additional guidance during sessions, changes in personal circumstances, or where additional supporter involvement may be needed.

Live Chat:

Live Chat provides short, focused and practical support to help users explore a challenge, work towards a goal or identify a manageable next step.

There is no fixed limit on how often Live Chat can be used. However, it is intended for focused, in-the-moment support rather than ongoing or extended conversations.

We may review Live Chat use where we identify:

• Repeated conversations around the same themes without meaningful next steps or progress.
• Regularly extended conversations beyond the focused support Live Chat is designed to provide.
• Repeated reassurance or support with decision-making that may be better supported in another way.
• Needs that would be better explored through 1:1 coaching or another appropriate service.
• Patterns of use that affect fair and timely access for other users.

We will consider the overall pattern of use and individual circumstances. No single factor will automatically result in access being restricted.

If a pattern of inappropriate use continues, we may pause or restrict access to Live Chat.

On-Demand Support:

We will review On-Demand Support use where:

• There are 12 or more requests within a 90-day period.
• Three or more conversations within a 90-day period exceed:
  • 30 minutes by phone, or
  • one hour by SMS/email.

Reaching these thresholds does not automatically mean use is inappropriate. We will consider individual circumstances as part of the review.

Keeping our guidance up to date:

We regularly review our fair use guidance and thresholds to ensure they remain appropriate and reflect how our services are used.